1 Satisfaction Guarantee
We aim to turn EVERY client into a raving fan -for life! If you are not completely satisfied with your service, we will return to your home or office to re-clean the area or task. This will not apply if you are at the home or office upon completion of the job. If you are home and notice that our cleaner overlooked something, please don’t keep it to yourself! We want to please you and we are human and sometimes overlook something. Please ask our cleaners to re-clean the area or call our office before they leave your home/office. WE DO NOT DO REFUNDS, ONLY RECLEANS!
Sparkle Buddy has a 24 HOUR SATISFACTION GUARANTEE PERIOD from the hour of completion of the cleaning. If we have missed an area, damaged or broken an item – please call within that time frame and we will come out and re-clean the area in question. Complaints filed more than 24 hours after the completion of the cleaning fall outside our guarantee period and unfortunately may not be covered. Sparkle Buddy will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage.
2 Appointment Arrival Time Windows
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about 2 hours, such as between 9-11 am or 1-3 pm. Many things can affect our schedules, such as cancellations, lockouts, traffic, etc. If we happen to be running late to your appointment, you will be contacted as soon as possible and provided with a new expected time of arrival.
3 Safety: Lifting/High reach areas/Hazards
We love our team and want to be sure they are working safely and in a safe environment; we would be so sad to have anyone be at risk for an injury or damage something in your home or office. We dust lighting and ceiling fans, but do not wet clean them. We use up to step-stool height, except for our Special Projects crew who are trained to use ladders for exterior window cleaning (up to 1 story height only at this time). Our team is able to move items 20# or less, so if you would like for us to clean behind appliances (such as behind or under refrigerators, ovens, sofas or other furniture), please move it prior to the cleaning visit to allow access to the area. Excessive dirt/grime/bodily fluids/clutter/pet feces/pet odor/bug infestation will not be cleaned by our cleaning team due to hazardous harm it can cause our team. For post-construction cleanings, we are properly insured to provide the final detailed cleaning – but do not clean up construction materials.
Although it is not necessary to tip our cleaning crew, it will make their whole day to be so appreciated for their hard work!
5 Pets & Minors
We love working around busy families and pets! We always do our best to work around your busy family, pets or office. Our clients are ultimately responsible for watching and managing any minors or pets during the cleaning process.
6 Lock Outs
A $60 fee will be charged in the event that our cleaning specialists arrive and are unable to access the premises. This fee is in place to cover our expenses we incur for lost travel time and fuel.
7 Late Cancellations
We know unexpected things can happen in for you as well as us as a business! Any appointment cancelled less than 24 hours prior to the scheduled appointment time will be subject to a $30 cancellation fee. To the same effect, if a cleaning is cancelled or rescheduled by us without reasonable notice we will provide a gift or discount to the client for the inconvenience.
8 Changes to requested services
We want to make sure we provide you with excellent service, every time! If you would like a change in your cleaning tasks, add additional tasks, etc., please contact our office. We will make sure those changes are put into your cleaning notes properly so everyone is on the same page. Please do no request changes directly from our cleaning team, all communication must go through the office.
9 Getting ready for us
We love coming out to help our clients! Our team is trained on getting a house cleaned in an efficient amount of time. Please pick up and de clutter your home or office before our arrival so we can wow you with our skills. Excessive items on the counters, desks, tables, shelves, floors or other surfaces will not be moved, we will clean around the items. Our dusting rule we teach our cleaners is that if there is less than 6 items on a surface, clean the item, pick it up and clean underneath, then put it back where it was found – otherwise just feather dust the item and surface it is on and do not move anything. If there are more than 6 dishes in a sink, the team will clean around the sink, if the sink has less than 6, clean the entire sink by moving them from one side to the next. Inside refrigerators, we will do our best to clean around however, we will not empty out the whole fridge. For a move in/out cleaning, the fridge should be empty upon our arrival and we will clean the entire fridge.
Sparkle Buddy respects your privacy, your home and office is your safe place and we take that very seriously. In order to respect your privacy and for the safety of our team, the following items will not be serviced: Under beds, inside closets or inside cabinets & drawers (unless it is a move out cleaning).
We try our best to quote accurately based on what information our clients are giving us – without prior inspection. If when our cleaning crew gets to the job and it is apparent that the actual cost of the service will exceed the quote provided by Sparkle Buddy (ex: more bedrooms/bathrooms than originally reported, it is actually a move in/out cleaning needed, etc.), Sparkle Buddy will provide our client with the option to pay an increased fee to complete the service, or pay the quoted amount without the service being completed.
12 Payment terms
Our home cleaning clients agree to pay the price quoted by Sparkle Buddy in full on the date of service, unless agreed in advance with our office. If you want to pay by cash or check, payments must be left out on the counter or kitchen table when the cleaning team arrives or they will not service your home. If you would like to pay by credit card, please call the office to put your credit card on file and we will automatically charge your credit card at the end of the day of service.
Our office cleaning clients agree to pay the price quoted by Sparkle Buddy in full by the agreed upon terms.
We do have a late fee of $30 for any payment that is received after the agreed upon terms.
If your payment does not go through (ex: credit card denied or check bounced) our client agrees to pay the $30 charge for the inconvenience, bank charges and extra collection attempts by our office.
There will be a $60 charge if our team gets there and has to leave due to lockout, change of service date, etc.
Late cancellation of appointment (less than 24 hour notice) will result in a $30 charge.
Move In/Move Out cleanings – Because these cleanings include intense cleaning and a larger crew to get this kind of cleaning done, we do require move in or move out cleaning clients to have a credit card on file – unless they have prepaid for their visit by bringing a check or cash to our office – 691 Maraglia St., Redding, CA 96002
This agreement may be terminated by the client by providing at least 24 hour notice prior to the service time or will result in a $3o charge. Sparkle Buddy may terminate this agreement with immediate effect if the client is in breach of this agreement.
14 Customer Representations and guarantees
The client represents and warrants that: they will provide a safe working environment at the premises for the cleaning specialist to perform the service; the cleaner will have unencumbered and unobstructed access to those areas of the premises requiring the service, they will provide the cleaner with access to all services and utilities (including hot and cold water, electricity, central trash can) as required by the cleaning specialist to provide the service. The client will make sure the premises will be adequately cooled or heated during the cleaning (less than 80 degrees during heat waves, more than 60 degrees during cooler weather) . The client will advise Sparkle Buddy prior to the scheduled cleaning of any hazards, slippery surfaces, risks or dangers, ingrained dirt, excessive grime, bodily fluids, clutter, pet feces, pet odor or bug infestation as these will not be covered under our cleaning services – they require a team of different services – such as a disaster response company. Sparkle Buddy is authorized to cancel our services immediately if our team is at such risk. The client is required to move heavy furniture & appliances before our service if our cleaners are needing to clean behind or under them. All of our employees are drug tested, have full background checks are safe to be in your home or office, however, it is always a wise idea to secure or remove any fragile, delicate, breakable, one-of-a-kind or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to our cleaning service.
15 Use of products other than ours
Our cleaning team is trained in the use, dilution, surfaces products and tools can be safely used on and safety measures for every product and tool they use. Our insurance does not allow for our cleaning team to use other products other than the ones our team is trained on. Our products and tools are safe to use on the surfaces they were created for.
16 Laundry & Dishes policy
Due to the nature of risk that is involved in doing dishes and or laundry, client understands that they must sign the Laundry & Dishes policy and submit it to the office BEFORE their scheduled cleaning in order for our team to perform these tasks. If we are performing these tasks, we will do our best to start these items first and clean other things while the loads are washing so we are able to provide a great value for your dollar.
We sure love to help our clients on an ongoing basis! We offer discounts to our weekly and every other week residential clients starting on your 2nd visit. A HUGE savings of $40-$130 off each Freshen Up cleaning!
18 Freshen up kits
Our clients fall in love with our products, they smell good AND do an excellent job cleaning! If you would like to add on a Freshen up kit to your cleaning, we will bring it to your next scheduled cleaning visit, or you may come by our office to pick it up.
19 Keys & locking up
We want to be sure your home and office is left secure upon our completion of cleaning services. Our insurance will not allow us to leave a home or office unsecured. Please let us know how to lock up when we are done so your valuables and safe place stays safe.