Terms & Conditions Policy
SPARKLE CLEAN SOLUTIONS LLC
TERMS & CONDITIONS
Below we present our terms and conditions, with the sole purpose of ensuring quality service and a safe environment for our employees, as well as your home. By contracting services from Sparkle Clean Solutions LLC, you agree to each of these terms and conditions.
PRIVACY POLICY
The privacy of our clients is paramount. No one will disclose or sell information about you or any member of your family. Our team adheres to strict privacy clauses.
Safety during service
The client is responsible for keeping each member of their family in a safe place during the service. Sparkle Clean Solutions LLC will not be responsible for any accidents or incidents involving any of our supplies or wet floors. If you plan to stay at home, please inform us, and we will clean the area of your need first so you can stay there during the service if you prefer.
Clean Clutter
If you have booked a purely cleaning service, Sparkle Clean Solution LLC requests that you keep surfaces and floors free of clutter, toys, or other items. This will allow our teams to perform satisfactory cleaning, reaching areas that require attention. However, we will do our best to organize cleaning spaces with moderate clutter. If you need additional help organizing, please let us know; we will contact you to offer you a more personalized service.
Quality Guaranted
If the cleaners forget to clean an area or you are not satisfied, Sparkle Clean Solutions will return to cleaning or provide a solution based on each case. Complaints are not accepted for tasks that are not included in the service you booked. If you would like to add anything additional, please notify us in advance of our visit.
Any complaints must be reported on the same day, and we require at least photo evidence. We strive to leave your home spotless through our professional routines, so we kindly ask you to avoid walking on wet floors; afterward, they look as if they haven’t been cleaned properly.
We don’t offer discounts on the invoice, but we do guarantee to send a cleaner to resolve the issue on a case-by-case basis.
QUALITY CONTROL RUTINE
We are known for being an owner-operated business. However, we are unable to frequently visit each home to clean it personally. Therefore, we have scheduled home visits when the team has left, and each customer will be notified in advance.
Key
Please arrange access to your home in the most convenient way for you, just make sure it’s certain. If the appointment is scheduled and the cleaners can’t enter, 50% of the cleaning fee will be charged. The team has a 15-minute waiting period that will give you the opportunity to provide entry. If you decide to hand over the keys to the company owners, you can trust us; the cleaners will only have the key on the day of the service.
No Contract/ Cancellation policy
Sparkle Clean Solutions LLC does not have a contract with the client, so they have the right to permanently cancel their one-time or recurring service 3 days prior to the service at NO CHARGE.
If the client fails to do so, the following fees will apply:
Less than 48 hours’ notice: $50
Same-day cancellation: 50% of the service fee
If nobody open the door, or if the client forgets to leave their keys: 50% of the service fee.
The team has a 15-minute waiting period that will give them the opportunity to enter.
All cancellations must be officially notified via email or through our online system.
RESCHEDULING
Rescheduling your service may incur an increase or decrease in your rate, depending on the case.
Example 1: A regular every 2 weeks service decides to skip a cleaning. The next service will have a higher monthly service charge because the interval between cleanings was four weeks.
Example 2: A regular every 2 weeks service decides to have an extra cleaning between cleanings. The service charge will be lower and would correspond to a weekly service because the interval between cleanings was one week.
Exceptions: When the client wants to change the date or time during the same week as their appointment, their fee will not change as long as the client gives 48 hours’ notice before the service. We will also reschedule if their appointment falls on a US holiday. We will contact the customer two weeks in advance.
ARRIVAL TIME
While we offer a pre-arrival time for our booking system. Our cleaners will have an arrival time window. This means they may arrive slightly earlier or later due to unpredictable events such as traffic, parking issues, accidents, and other issues. We will still try to provide an advance notice of our arrival time or when we are on our way if the client requests it.
UNPREDICTABLE EVENTS
We reserve the right to cancel services due to unpredictable events such as weather conditions, road blockages, closed access, or any force majeure event.
Electrical and water problems.
Make sure these are working properly before the cleaners arrive; otherwise, your service may be canceled, and a per-visit fee may apply. We won’t be able to perform the proper service.
Other services during cleaning
For safety and quality service reasons, Sparkle Clean Solutions will not provide service if other activities are being performed at the same time, such as painting, furniture installation, or unloading moving supplies, etc. Please let us know in advance, and we will do our best to accommodate you. If the customer forgets to notify, a fee may apply if the service must be cancelled.
Move out Cleaning
Customers who book a move-out service agree that their homes will be completely empty. Sparkle Clean Solutions LLC reserves the right to change the type of cleaning based on the situation. If for any reason the customer needs assistance emptying the cabinets and the refrigerator, please notify us in advance to add this to their move-out service.
We do not move appliances due to the high risk of damage, if the client wants us to clean behind them then they should move them. If your service is not a move-out and you need the back area cleaned, please make a special request to the customer service staff.
Remove pet or cigarette odors.
Sparkle Clean Solutions LLC only offers cleaning services exclusively. While we do try to combat these penetrating odors, we are not specialists in this area and do not commit to eliminating these odors. Please contact a specialist for this service.
Alcohol and Drugs
For the safety of both parties, if anyone consumes any of these during the service or shows any aggressive or drug-related behavior then. Sparkle Clean Solutions provides strict instructions to leave the site and will charge 50% of the cleaning fee.
Escaped pets
Sparkle Clean Solution LLC and its team will not be held responsible if your pet escapes during staff arrival if you have not notified them in advance. Clients must provide advance notice so our team can take this into consideration. However, cleaners will always close the door upon entry and exit.
Cleaning products & tools
Sparkle Clean Solutions provides all the material for your service and our staff is specifically trained in its correct use. If you require us to use some of your equipment and products for any reason, we will be happy to do so, however, please note that this must be approved by management. The client agrees and knows that by using their own products and tools Sparkle Clean Solutions LLC is exempt from quality complaints, damage to equipment or within your home due to any type of product used during cleaning, this is because staff may not have the proper training.
Pet droppings
If you have a pet, we appreciate it if you pick up their droppings. Sparkle Clean Solutions LLC does not clean litter boxes, urine, or feces.
Garbage containers
Trash collected from each client must be disposed of in the owner’s trash cans. The cleaning team does not take trash with them.
If your trash cans are usually overflowing, please leave instructions on where the excess bags should be placed.
PHOTOS/VIDEOS
Photos and videos are a resource that helps us maintain and monitor the quality of our service, providing proof of the work performed, and providing backup if the team detects damage prior to cleaning or if an item is broken during the service. The photos are property of Sparkle Clean Solutions LLC for quality purposes. Cleaners may not use this content at any time, nor may addresses, parts of the home, or personal information be captured. If the customer does not feel comfortable, they should send an email with the necessary specifications. If, after sending this notice you notice someone on our team taking photos, please notify management immediately.
HOARDING
In these cases, it is very difficult to provide the service effectively. Sparkle Clean Solutions reserves the right to assign an extra charge as appropriate and reschedule if necessary.
CLEANING RESTRICTIONS
For safety/health reasons and insurance coverage restrictions, Sparkle Clean Solutions LLC informs its cleaners of the areas that will not be cleaned, as well as some restrictions during the service:
- Areas with body fluids or excretions.
- Places with pests such as: rats, cockroaches, fleas, termites, etc.
- Outdoor cleaning house
- Hanging lamps that are in danger of falling should be avoided or cleaned as far as tools allow.
- Inside curio cabinets
- Staff may not clean areas that are too high; a stool and a ladder with a maximum of two steps are permitted.
- Moving furniture with electronic devices.
- Do not lift objects over 20 pounds.
- Do not prepare food or eat inside the house.
- Do not provide services related to pets or children
Guns and items of value
For the safety of both parties, Sparkle Clean Solutions requires that these items be keep carefully. Our team may occasionally open bathroom or kitchen drawers to organize items that need to be keep inside.
INSURED
If an item is unfortunately broken or damaged, please notify us as soon as possible, within 24 hours of your service being completed but If you notify after that time, the company will not be responsible for it. Your damaged item may be repaired or replaced as appropriate. Sparkle Clean Solutions LLC is exempt from covering any damage that may have occurred prior to the service. Cleaners will show the customer before touching the affected area. If the customer is not home, they will take a photo for evidence and notify the client as soon as possible. If there is damage that requires the intervention of specific services, the client may suggest; however, Sparkle Clean Solutions LLC is not obligated to hire that service. The company reserves the right to choose the appropriate provider to repair or replace the affected area.