FREQUENTLY ASKED QUESTIONS
Have a question? or maybe you’re just a bit confused. Have a look below for our most frequently asked questions. If you still have questions simply call, email or text us!
Schedule your cleaning today!
Hoarding & Hazardous Condition Policy
If your property is deemed a hazardous cleaning situation that goes over and above our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away. Upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.
Breakage and Loss Policy
If there is a breakage or loss during your cleaning, notification of such an event must be made to Sparkle & Shine within 48 hours of service, by email or phone. Once Sparkle & Shine receives the notification, a form will be sent to you to be filled out. Please note the form needs to be received within 30 days after the incident occurs.
What is the "Happiness Guarantee"
Our Happiness Guarantee represents our commitment to you. Should you have a concern with our cleaning service you have received, we will work with you to make it right.
Here’s the procedure:
- Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues.
- Photos of concerned areas may be required prior to revisit or refunds.
- 48 hours grace period is given for Move-in/Move-Out cleans.
- We will re-schedule the clean at no cost to you on the following business days. Our team will return to your home and address the areas of concern. Please note that re-cleans must be completed within 7 business days of last service to be eligible for credit or refund of service.
- After the re-cleaning, if you still have concerns regarding the clean, we will review your issues once again and if we are unable to address your concerns, we will fairly provide a credit or a refund to you.
Late Cancellation Fees
We want to make sure that everybody’s appointments are serviced by the best cleaning professionals possible. It takes us time to find the right home cleaning professional for you. This is why we ask for 24 hours notice for all cancellations. Cancellations made the day of your appointment will incur a $50 charge.
How long will it take to clean my house?
It all depends on the condition of your home! But as a baseline take the number of bedrooms you have and turn that into hours. Ex. 3 Bedrooms = 3 hours.
Do I have to be present for a cleaning?
No, absolutely not! It’s your choice to stay around or go out and take advantage of your free time. Just leave us a key and we’ll get your house cleaned!
What services don't you offer?
We don’t offer cleaning of Chandeliers, Light Bulbs, Bio-hazards(Mold, etc..), Hoarding, Animal Waste, High Reach Areas(More than 2 step ladder), Putting away dishes, Exterior Windows, Large furniture moving, and Large scale trash disposal.
What is a Deep Clean?
A deep clean is for first-time customers or customers who haven’t had their home professionally cleaned in the past 1 month. This allows our cleaners additional time to thoroughly clean your home.
Are your cleaning teams pet friendly and do you use Non-Toxic Organic Cleaning Products?
Definitely! Our cleaning teams have training on how to treat dogs, cats and other pets. We know how to love, respect and care for them. We’re a pet friendly cleaning service.
Does your staff accept tips or end of year bonuses?
Yes we do and are thrilled to receive them! Our team always strives to do their best therefore tips are highly appreciated but never expected! Cash gratuities should be directly given to the cleaning staff at the time of your visit each employee will be responsible for reporting their tips as directed by the law. However if a tip or end of the year bonus is left on a check, it will be pooled into a general employee bonus fund. To be divided equitably among all staff, not necessarily to the staff that cleaned your home last.
How do I pay you?
We accept credit cards payments.
Do I need to provide you with supplies?
No, we use our own supplies and equipment. Our cleaning professionals are thoroughly trained in the use of our supplies to ensure that your house is left to sparkle and shine.