⏰ Cancellation, Rescheduling, and No-Show Policy

Your appointments are very important to the Managed by Sparkly Maids LLC team and the independent Providers on our platform. We reserve time exclusively for you, but we understand that schedule changes are sometimes necessary. Our policy requires advance notice before your scheduled service to avoid fees. All cancellation and rescheduling fees are non-refundable and are charged to compensate for the reserved time and administrative costs.

How to Cancel or Reschedule

You must notify us via one of the following methods:

1. Call our office at: (214) 903-0014
2. Online: Via your “My Account” portal on our Website (if available)
3. Email: support@sparklymaids.com (Please note that requests made via email are only considered received during business hours and upon acknowledgment by our team.)
4. Live chat on our website (during business hours)

Standard Services

Includes: Recurring, One-Time, Move-In/Out, Deep Clean, Vacation Rental, Hourly services

Timing of Notice	Cancellation Fee	Rescheduling Fee
More than 48 hours notice	No fee	No fee
Less than 48 hours notice	50% of service rate	$50 flat fee
Less than 24 hours notice	100% of service rate	$50 flat fee (Note: Rescheduling with less than 24 hours notice may not always be possible and may be treated as a cancellation).

Specialty Services

Includes: Post-Construction, Post-Renovation, other large custom-quoted projects

Timing of Notice	Cancellation Fee	Rescheduling Fee
More than 48 hours notice	No fee	No fee
Less than 48 hours notice	50% of quoted rate	25% of quoted rate

Important – Reschedule then Cancel

If you reschedule an appointment with less than 48 hours notice (incurring the applicable rescheduling fee) and then subsequently cancel the newly scheduled appointment (regardless of the notice period for the second cancellation), the applicable cancellation fee for the original service type and timing will also apply, in addition to the rescheduling fee already incurred.

Missed Appointments, No-Shows & Lockouts

Any missed appointment, no-show (where the Customer is not present), or lockout (where the Provider cannot access the property for reasons within the Customer’s control) will be treated as a same-day cancellation and will incur a 100% cancellation fee of the agreed service rate for all service types.

Appointment Reminders

We may send courtesy text and/or email reminders (e.g., 3 days and 1 day before your service). However, these are a courtesy. Not receiving these reminders for any reason does not excuse a missed appointment or late cancellation/reschedule, and fees will still apply. It is your responsibility to keep track of your scheduled appointments.

Special Circumstances

Extreme Weather / Unsafe Conditions:

If the outdoor temperature is over 90°F and there is no functioning electricity or air conditioning at your property, or if other unsafe conditions exist as determined by the Company or Provider, we reserve the right to refuse service or stop service for the safety and well-being of the Provider. In such cases, this may result in either a full cancellation fee (if deemed a lockout or unprepared site) or, at our discretion, a $49 rescheduling fee plus a potential 25% surcharge on the rescheduled appointment to cover Provider disruption.

Emergencies:

Bona fide emergencies may be considered for a fee waiver or reduction on a case-by-case basis at our sole discretion. You must submit your request in writing to support@sparklymaids.com within seven (7) days of the missed/canceled appointment, providing verifiable documentation. We will review and respond to such requests typically within seven (7) business days.

💰 Refund Policy

All services booked through the platform are final in terms of monetary refunds. You acknowledge and agree that you shall not be entitled to a monetary refund for any services rendered by Providers, or for any fees incurred (including cancellation/rescheduling fees) under any circumstances. Our sole remedy for service deficiencies is outlined in the Re-Clean Guarantee below.

✨ Sparkly Satisfaction Guarantee (Re-Clean Policy)

As a platform dedicated to connecting Customers with Providers offering quality cleaning services, Managed by Sparkly Maids LLC facilitates a Re-Clean process as a standard for addressing service deficiencies reported by Customers. If you are not reasonably satisfied with a Job, and the issue falls within the scope of the booked service and our platform standards, we will facilitate a complimentary re-clean of the specific areas missed (“Re-Clean”), subject to the following conditions:

Eligibility & Reporting Requirements

• Timely Reporting: You must report any specific requests or complaints regarding missed areas within twenty-four (24) hours of your Job’s completion.
• Evidence Required: You must submit clear photographic evidence and a brief written description of any missed areas/items.
• Within Scope of Work: The request must pertain to items or areas included in the scope of work for the selected Service as per our official Cleaning Checklist.
• Average Condition: The property must have been in “Average Condition” (defined below) at the time of the original service.

How to Request a Re-Clean

1. Contact us within 24 hours of service completion via:
   • Phone: (214) 903-0014
   • SMS Text: (972) 362-5351
   • Email: support@sparklymaids.com
   • Live chat on www.sparklymaids.com
2. Provide:
   • A brief written description of your concern(s).
   • Clear photographic evidence of any missed areas/items.
   • Reference to our Cleaning Checklist if applicable.

Resolution Process

• If eligibility criteria are met, we will facilitate a complimentary Re-Clean for the specific areas missed.
• A Re-Clean must be scheduled and completed, typically by the original Provider if available, or an alternative Provider, within a reasonable timeframe, generally within forty-eight (48) to seventy-two (72) hours from the time we acknowledge receipt and validation of your complaint.
• We are not obligated to schedule a Re-Clean beyond this timeframe if delays are due to Customer unavailability.
• Managed by Sparkly Maids LLC’s role is to facilitate this Re-Clean. Our facilitation of a Re-Clean does not constitute an admission of liability for the initial service performance.

Re-Clean Exclusions

The Re-Clean guarantee does not apply if:

• The complaint falls outside the service’s scope of work/Checklist.
• The property was not in “Average Condition” (as defined below).
• The property lacked functioning electricity or running water during the Job.
• The Job was an hourly service (hourly services are billed for time spent; additional time can be purchased if needed, but re-cleans are not standard for time-based work).
• The property was incorrectly described or booked (e.g., wrong number of bedrooms, bathrooms, square footage) leading to insufficient time allocated by the Provider.
• The issue was caused by the Customer or another party after the Provider completed the Job.
• The complaint is received more than 24 hours after the service completion time.
• The Re-Clean cannot be scheduled within the 48-72 hour window due to Customer unavailability.

🏠 Average Condition & Right to Refuse Service

Our pricing and service scope (available on our Cleaning Checklist) apply to residential or commercial properties that are in “Average Condition.”

“Average Condition” Defined

“Average Condition” means the home is reasonably maintained. It excludes, but is not limited to, properties with:

• Negligence (e.g., heavily greasy/soiled appliances, floors, objects, fixtures, areas).
• Extreme disorganization (e.g., floors covered in clothes, excessive items on surfaces making areas inaccessible).
• Disposal of excessive boxes, leftover trash, food, or furniture beyond normal household waste.
• Biohazards (e.g., black mold, lead, medical equipment, syringes, broken glass).
• Pathological waste (e.g., human or animal organs, tissues, body parts, feces, urine, vomit).
• Hoarding conditions or excessive clutter.
• Active pest infestations (e.g., roaches, bed bugs, fleas).
• Abandoned or condemned properties.
• Properties without functioning electricity or running water.

We reserve the right to contact you to offer or require additional services and fees if the property is not in Average Condition.

Excluded Cleaning Areas (Unless Specifically Added)

Our standard services generally do not include:

• Outdoor areas (patios, garages, balconies unless specified for move-out/in)
• Cleaning of biohazardous materials (as listed above)
• Cleaning of pest infestations or their remnants
• Grills
• Inside of appliances like dishwashers or washing machines (unless part of a specific package like Move-Out/In)
• Lifting or moving heavy items (over 25 lbs)
• High-reach areas requiring ladders beyond a 2-step stool

Grounds for Refusal of Service

Providers have the right to refuse service or leave a property, and the Company may cancel a Job, if:

• The home is not in “Average Condition” (as defined above) or is found to be in an “extreme condition” (e.g., hoarding, active pest infestations, extensive biohazards not disclosed).
• The Provider or Company personnel feel unsafe, threatened, or disrespected by a Customer or other occupants.
• The property has extreme temperatures (e.g., indoor conditions above 90°F without functioning air conditioning, or no electricity), as further detailed in the “Special Circumstances” section of the Cancellation Policy.

Consequences of Service Refusal

If service is refused or canceled by the Provider or Company due to these conditions upon arrival or with insufficient notice (less than 48 hours), the Customer will be subject to our Cancellation and Rescheduling Policy fees, specifically a 100% cancellation fee of the agreed service rate, or other fees as outlined under “Special Circumstances” in the Cancellation Policy.

Alternatively, we may discuss adjusting the scope of work and fees based on the actual conditions found, if feasible and agreed upon by both parties.

📝 Why These Policies Matter

These policies help us ensure efficient scheduling for all clients, allow us to notify waitlist clients of new availability, help maintain consistent schedules for the independent Providers, and support our ability to deliver high-quality service coordination. They also ensure fairness to all customers by preventing misuse, ensuring accurate booking information, and providing compensation for the Provider’s and Company’s time and committed resources.

Thank you for choosing Managed by Sparkly Maids LLC! We look forward to providing you with exceptional cleaning referral services.