Customer Policies

Satisfaction Guarantee

We aim to turn every customer 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 RE-CLEANS! Sparklebuddy 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. Sparklebuddy 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.

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. If your arrival time tentatively says 2pm your arrival window would then be between 1pm-3pm. 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.

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 dust lighting and ceiling fans, but do not wet clean them if it reaches over 10ft. 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 2 story height only at this time). Our team is able to move items 20lb 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 detailed cleaning, but do not clean up construction materials.

Tips

Although it is not necessary to tip our cleaning crew, it will make their whole day to be so appreciated for their hard work!

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 customers are ultimately responsible for watching and managing any minors or pets during the cleaning process.

Lockouts

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.

Late Cancellations

We know that unexpected things can happen 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 customer for the inconvenience.

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 not request changes directly from our cleaning team, all communication must go through the office.

Getting Ready For Us

We love coming out to help our customers! Our team is trained on getting a house cleaned in a reasonable amount of time. Please pick up and declutter 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.

Privacy Policy

Sparklebuddy respects your privacy, your home and office is your safe space 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 cabinets and drawers (unless it is a move out cleaning).

Quotes

We try our best to quote accurately based on what information our customers 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 Sparklebuddy (Example: more bedrooms/bathrooms than originally reported, it is actually a move in/out cleaning needed, etc.), Sparklebuddy will provide our customer with the option to pay an increased fee to complete the service, or pay the quoted amount without the service being completed.

Payment Terms

Our home cleaning customers agree to pay the price quoted by Sparklebuddy in full on the date of service, unless agreed in advance with our office. We do require a credit card on file when you start service with us. 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 your credit card on file will be charged at the end of the day of service. Our office cleaning customers agree to pay the price quoted by Sparklebuddy 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 (Example: credit card denied or check bounced) our customer agrees to pay the $30 charge for the inconvenience, bank charges and extra collection attempts by our office.

Customer Representations & Guarantees

The customer 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 customer will make sure the premises will be adequately cooled or heated during the cleaning (less than 76 degrees during heat waves, more than 68 degrees during cooler weather). The customer will advise Sparklebuddy 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. Sparklebuddy is authorized to cancel our services immediately if our team is at such risk. The customer is required to move heavy furniture & appliances before our service if our cleaners are needing to clean behind or under them. The customer will also be responsible for securing or removing 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.

Use of Products Other Than Our Own

Our cleaning team is trained in the use, dilution, and tools of our own supply. 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. If you have any questions or requests please contact us directly.

Laundry & Dishes Policy

Due to the risk of doing dishes and or laundry, the customer 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.

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. Customer understanding and agreement of terms and conditions and payment agreement – customer agrees to have a credit card on file automatically charged by the end of the day of service – this includes any lock out and early cancellation fees.