Terms of Service

If you book a service with Sparkle and Shine, you agree to our following Terms of Service. Sparkle and Shine is a digital platform which allows clients to book cleaning and other services. If you have any questions regarding these terms, please email or call us and we will be happy to explain them in further detail.

LABOUR HOUR

A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore a team of 2 professionals completing 1 hours of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures please call the office prior to your scheduled cleaning.

We have a 2.5 labour hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.

RATE CHANGES

All prices based on the number of bedrooms & bathrooms inside your home are based on time averages. Most of our cleanings are completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. The rates of a standard cleaning home are based on the following assumptions of maximum cleaning time in Labour Hours as defined above.

Sparkle and Shine reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the cleaning time will exceed significantly from our maximum time assumption.

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.

ARRIVAL TIME WINDOWS

Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.

BREAKAGES AND LOSS POLICY

Our cleaning professionals always take extra time and care whilst servicing your homes. In the rare and unlikely event of breakage, damage, or loss during your cleaning, notification of such an event must be made to Sparkle and Shine within 48 hours of the service, either by email or phone. To help us process your claim, please provide a photo, a detailed description, and an estimate of the damages.

Once Sparkle and Shine receives your notification, you may request a Claim Form to formally file your claim. Claims must be submitted within 7 days of the service. Upon receipt of the completed form, our team will review it and contact you within 2–3 business days to discuss resolution. Sparkle and Shine reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with these contractors to settle any repairs or replacements.

Please note that Sparkle and Shine is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage resulting from improper assembly, construction, or mounting of an item. If you have items requiring special attention, we ask that you inform us prior to your service.

BIO-HAZARDS

Human and animal urine and faeces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe we have the right to cancel the service.

EXCEPTIONAL PROPERTY CONDITIONS

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to clients expectations. In the event where cleaning teams decide to refuse service, you will be charged a $110 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.

PARKING ACCESSIBILITY

Please be aware that we require parking to be provided for our cleaning teams.

If you reside in the city or in an area where parking is challenging, we ask that you either contact us to arrange for the use of a private parking spot or inform us of the availability of public parking. Any parking costs incurred will be added to your final invoice.

If the parking provided is more than 100 metres from your property, additional charges may apply.

In situations where no parking is provided and no public parking space can be found within 20 minutes, a cancellation fee will be applied.

For steam cleaning services, parking must be available within 20 metres of the building. Please note that a separate steam cleaner may be assigned to your booking in addition to the cleaning team, which may require two parking spots. If suitable parking cannot be provided, please contact our office directly to avoid cancellation fees.

LATE CANCELLATIONS/RESCHEDULING

All cleaning cancellations/rescheduling's must be made 48 hours prior to the scheduled service to avoid any fees.

Please be aware that cancellations and Reschedules do impact the cleaners potential daily earnings and disrupts their schedule.

Repeated cancellations or offences will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.

Regular Recurring Cleaning services

For Regular Recurring Cleaning services the following Cancellation schedule applies - 

• If the service is cancelled by the client 48-24 hours before the scheduled service there will be a cancellation charge of $50.00
• If the service is cancelled by the client less than 24 hours before the scheduled service there will be a a cancellation charge of 50% of the price of the service
• If the service is cancelled after 4pm the day prior to the scheduled service, there will be a cancellation charge of 100% of the price of the service 

For Regular Recurring Cleaning services the following Rescheduling Charges apply 

• If the service is Rescheduled by the client after 9am the day prior to a scheduled service there will be a Rescheduling fee of $50.00

For all other cleaning services

For all cleaning, one-time cleaning, end of lease cleaning, maintenance, builders, repair and all other services (excluding Regular Recurring Cleaning services noted above) the following Cancellation schedule applies

• If the service is cancelled by the client 48-24 hours before the scheduled service there will be a cancellation charge of 50% of the price of the service
• If the service is cancelled by the client less than 24 hours prior to the scheduled service, there will be a cancellation charge of 100% of the price of the service

For all cleaning, one-time cleaning, end of lease cleaning, maintenance, builders, repair and all other services (excluding Regular Recurring Cleaning services noted above) the following Rescheduling Charges applies

• If the service is Rescheduled by the client after 9am the day prior to a scheduled service there will be a Rescheduling fee of 50%

ACCESSIBILITY

Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $110 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

PETS

We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A $110 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.

ENTRY & LOCK OUTS

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $110 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.

If the booking needs to be cancelled or rescheduled due to a Lock Out there may be a cancellation or rescheduling charged applied. See above for these.

KEYS

Sparkle and Shine is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.

PAYMENTS

We accept Visa and Mastercard. A hold will be placed on your card three days prior to your service. However, you will not be charged until the evening of your completed service. We reserve the right to cancel any booking which fails to complete a security hold on your funds.

SAFETY

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas. If you would like us to clean behind large appliances or furniture, please move them before our arrival.

INDEPENDENT CLEANING PROFESSIONALS

Cleaning Professionals are not employees of Sparkle and Shine. Sparkle and Shine is a digital platform that allows independent contract cleaners access work, where and when they want to work. All cleaning professionals registered with our platform have gone through a rigorous vetting process and must ensure a high quality of workmanship to stay on our platform.

PUBLIC HOLIDAYS

Our offices are closed during Victorian Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.

Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day and Boxing Day.

WEATHER

We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, may need to cancel or reschedule your service. We are not liable for any outcome in this event.

UNPREDICTABLE EVENTS

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include: car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.

RIGHT TO REFUSE SERVICE

We reserve the right to refuse/cancel service for any reason. Reasons may include:

• Professionals feeling threatened, unsafe, or uncomfortable for any reason.
• Professionals not able to complete request within maximum time limit set.
• Condition of property is not as described by client.
• Job requested is not as described by client.