Sparkle and Shine Service Agreement:
When you engage Sparkle and Shine Cleaning Co. through telephone, email, or our website, you acknowledge and consent to our service agreement. It's important to clarify that this agreement isn't a contract, and you retain the option to cancel services at any point.
Guarantee:
Your satisfaction is guaranteed. Should any aspect of our service fail to meet your expectations, please inform us promptly, and we'll revisit your home within 24 hours to rectify the issue. Kindly reach out to our office during regular business hours.
Phone / Office Hours:
Our hours are open Monday through Sunday from 8:30 AM to 5:00 PM. If we're unable to answer your call, please leave a message, and we'll return your call promptly. In case of emergencies or if you need to cancel a service, feel free to reach out to us at any time. We kindly request that non-urgent inquiries be reserved for our office hours.
Cleaning Hours:
We are available for cleaning Monday through Sunday between 8:30 AM and 4:00 PM, with the last clean of the day scheduled no later than 2:00 PM. We also offer cleaning services before and after parties on any day of the week, but these must be scheduled in advance to ensure availability.
Holidays:
We observe New Year’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day. On December 24th and 31st, when they fall on a weekday (Monday through Friday), we will close at 12:00 PM.
Our Team:
Our team consists of 1 to 3 members, depending on the size of the job. As a small company, we understand the requirements and expectations of every cleaning visit. All our employees are covered under our worker's compensation policy and liability insurance.
Payments:
Full payment is due on the same day of service by 3:00 PM. For your convenience, we accept cash, check, and Venmo. Clients opting to pay with cash or check may leave payment at their residence in an envelope. In the event of a declined credit card on file, we will need to reschedule your appointment.
Refunds:
As cleaning is a highly personalized and subjective service, we regret that we cannot offer refunds to clients. However, our utmost priority is your complete satisfaction with our services. We stand behind our work with a guarantee: if a task was not completed to your satisfaction or was inadvertently missed during our visit, please notify us within 24 hours. We will promptly return to your home to re-clean the area or task in question at no additional cost to you.
Please note that gift certificate purchases are non-refundable.
Price Adjustments:
We reserve the right to implement rate increases at any time. You will be promptly notified in the event of such changes. Prices may be adjusted to accommodate fluctuations in business overhead costs or the condition of your property. Please note that if a client discontinues and later reinstates service with Sparkle and Shine Cleaning Co., the original price is not guaranteed.
Keys & Alarm Systems:
Many of our clients entrust us with a copy of the key to their home, and we take stringent measures to safeguard each key provided to us. If you have an alarm system installed at your home, you are welcome to provide instructions on its operation. However, for the smooth execution of our cleaning service, we kindly request that your alarm be left off on the scheduled cleaning day.
Lock Outs:
In the event that our cleaning technician(s) arrive at the premises and are unable to access them for any reason, a lockout fee of $50 will be assessed.
Arrival Window:
If you prefer to be present during the cleaning visit, please note that we provide arrival windows. Your cleaning technician(s) will arrive anytime within the scheduled arrival window. It's essential that you or someone authorized to grant access be present or have made arrangements for us to enter your home within this window. Failure to do so may necessitate canceling or rescheduling your visit.
Cancelation / Rescheduling:
We kindly request a minimum of 2 business days' notice for any cancellation or rescheduling of a scheduled appointment. If 48 hours' notice is not given for cancellation, a $50 dollar fee will occur. Excessive cancellations and/or rescheduling may result in termination of services.
In the event of inclement weather, if any of the Carroll County schools are cancelled or if we deem it unsafe to send our cleaners out due to inclement weather, including but not limited to snow, ice, or flooding of low water bridges, your clean will be canceled for that day. For monthly cleans, we will schedule a makeup clean. Weekly and biweekly cleans will resume on the next scheduled time.
Pets:
As a pet-friendly company, we appreciate the presence of your furry companions and strive to accommodate their needs during our cleaning visits. Please ensure that we request your assistance in ensuring their safety and security on our cleaning days. For health and safety reasons, our staff have been instructed to avoid certain items and areas, including pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams will clean around these designated areas. In the event of a pet accident, it is the client's responsibility to address and clean it up.
Your Valuables:
If you possess valuables or heirlooms, such as irreplaceable, collectible, or expensive objects, we recommend securing and storing these items to prevent any potential accidents. You are responsible for informing us of any valuables you prefer we avoid cleaning or handling. Additionally, please ensure that money, credit cards, and checkbooks are securely stored.
Additional Considerations:
At Sparkle and Shine Cleaning Co., we take pride in tidying up, organizing, and transforming homes into welcoming spaces. While we strive to put items away neatly, please understand that we may not always match your specific preferences as we're unfamiliar with your home's layout. In our effort to provide thorough cleaning, we may temporarily move items from countertops, tables, and floors to ensure proper surface cleaning, dusting, and vacuuming/mopping. Rest assured, we'll return them to their original places so you can return to a clean, uncluttered environment.
We're committed to going the extra mile by assisting with additional tasks such as dishes, laundry, and organization to prepare your home for cleaning. However, due to time constraints, we may not be able to clean every surface as thoroughly as desired. We appreciate your understanding that our focus on these extras may necessitate some grace on other surfaces. Should you desire a more comprehensive cleaning, we offer additional hourly rates to accommodate your preferences. Our ultimate goal is to make your home comfortable and inviting for you to enjoy.
Broken / Damaged Items:
While we train our staff to handle your belongings with extra care, occasional incidents resulting in breakage or damage may occur, albeit infrequently. If you believe an item has been damaged during our service, it must be reported to the company within 24 hours of service completion.
In the event that we damage any item while providing our service, we will promptly notify you. We reserve the right to repair or replace damaged items as deemed appropriate. However, please note that we cannot assume responsibility for items damaged due to improper attachment or security (e.g., a hanging picture improperly affixed to the wall or an item leaning against a surface).
Glass Shower Door(s), Toilet(s), & Faucet(s):
It's important that you notify us if your glass shower door(s), faucets, or toilet is not securely fastened. Upon inspection, if our team identifies any issues with the security of your shower door(s), toilet, or faucet, we will promptly inform you of the associated risks. You will then have the option to decline service for that item, or we can proceed with service at your discretion. If you choose to proceed with service, you agree not to hold Sparkle and Shine Cleaning Co. or its employees responsible for any resulting damage to the shower door, toilet, or faucet.
*Please note that we are not liable for any damage, including water damage, resulting from faulty or improper installation of any item. This includes but is not limited to damage caused by toilet overflows, loose or leaky faucets, or water dispensers on refrigerators.
Extra Services:
Should you require additional cleaning or extra services on your scheduled cleaning day, please notify us at least 48 hours in advance. This advance notice allows us to allocate the necessary extra time at your home and provide you with a quote for the additional services required.
Safety Protocol & Furniture Handling Guidelines:
The safety and well-being of our employees are paramount to us. To ensure their safety, our cleaning staff refrain from climbing higher than a 3-foot, 2-step ladder, moving or lifting items heavier than 20 lbs, or cleaning floors on their hands and knees, with the exception of bathroom floors. Engaging in these activities poses a risk of back injury or damage to property.
However, there may be instances where you require us to move furniture, such as tables or large chairs. In such cases, please note that we are not liable for any breakage resulting from aged, old, or faulty manufacturing, nor are we responsible for any damage caused to your floors during the movement of these items. Additionally, our cleaning team will not move furniture containing electronics.
For areas behind appliances such as the stove, fridge, or washer/dryer, we will clean provided that you have made them accessible or moved them prior to our cleaning visit. We kindly request that you return these appliances to their proper places afterward.
Water & Electricity Required:
It's important to note that our ability to perform our cleaning services relies on the availability of water and electricity. Without access to water or electricity, we are unable to effectively carry out our duties.
Limitations & Exclusions of Cleaning Services:
• Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor equipped.
• Provide stain removal services.
• Wash walls (spot cleaning only).
• Remove paint (unless discussed prior).
• Clean areas beyond the reach of our 3ft step ladder.
• Clean animal waste or litter.
• Move or lift items weighing over 20lbs (unless discussed prior).
Additionally, Sparkle and Shine Cleaning Co. reserves the right to refuse service to homes with ANY insect infestation. In the event of an infestation, our cleaning staff will leave the property, and you will be immediately contacted and charged.
Privacy Assurance:
At Sparkle and Shine Cleaning Co., we take your privacy seriously. Your personal information is kept strictly confidential and will never be shared with any outside source. We adhere to rigorous protocols to ensure the security of your data, both online and offline. Your trust in us is of utmost importance, and we are committed to maintaining the confidentiality of your information at all times.
If you have any questions regarding our service agreement, please send an email to hello@sparkleandshinecleaningconwa.com or give us a call at (870) 654-6971.