Refund and Cancellation Policy

 

Cancellation & Rescheduling Policy

Sparkly Maids LLC requires 48-hour advanced notice of any Service cancellations and reschedules. Cancellation and rescheduling fees are non-refundable. We understand that there are times when you must miss a Service due to emergencies or obligations for work or family. However, when you do not cancel in time, you may be preventing another customer from getting the Service. Sparkly Maids LLC reserves the right to process payments for cancellation and rescheduling fees: 

Refund Policy

All services are final and non-refundable but we will be more than happy to schedule a correcting service free of charge (“Re-Clean”).

 

You recognize and agree that you shall not be entitled to a refund for any purchase of services render under any circumstances. Sparkly Maids LLC does not offer nor provide refunds or partial refunds for any of our services including but not limited to: Standard Cleaning, Recurring Services, Move-Out/Move-In Cleans, Deep Cleans, Post-Construction Cleans, Vacation Rental Cleans (Airbnb, Short-Term Rentals, etc.), Hourly Services, and/or any extra and el a carte services.  Including late-cancellations and late-rescheduling fees. 

Re-Clean

The service must be a mistake from the Service Provider and not something caused by the Customer and/or another party that visited the premises. Customers must report any requests and/or complaints within twenty-four (24) hours of their Service.  Suppose a customer is not fully satisfied with a Service performed. The customer must submit photographic evidence with a brief description of any missed areas, rooms, or items to support@sparklymaids.com and/or send an SMS to (214) 903-0014 and/or by live chat via www.sparklymaids.com. The customer must report all such requests and complaints within twenty-four (24) hours of the customer’s scheduled Service. 

 

Customer requests or complaints must cover the scope of work of the selected Service as per our cleaning Checklist. Only if the request meets the scope of work of the scheduled service’s cleaning Checklist (https://sparklymaids.com/services/#checklist) will Sparkly Maids LLC offer a complimentary Re-Clean.

 

Sparkly Maids LLC is not liable to offer a complimentary Re-Clean or future credits if the complaint and/or requests fall outside of the service’s scope of work as per our cleaning Checklist – https://sparklymaids.com/services/#checklist.

Sparkly Maids LLC is not liable to offer a complimentary re-clean or future credit if the complaint and/or requests fall outside of the Average Condition of a residential or commercial space.

 

In addition, the following types of Services or items are not eligible for our Re-Clean guarantee:

 

• items and tasks not in our cleaning Checklist;
• residential or commercial properties not in Average Condition; 
• residential or commercial properties  without electricity or water;
• residential or commercial properties incorrectly described or booked via our online platform, phone, email, or live chat. (e.g., incorrect number of bedrooms, and/or bathrooms, and/or square footage, Etc.)

If the customer fails to contact Sparkly Maids LLC within twenty-four (24) hours of their services as mentioned above, Sparkly Maids LLC will not offer complimentary re-clean or future credits. 

 

Customers can only schedule a complimentary re-clean within forty-eight (48) hours since Sparkly Maids LLC received a customer’s complaint. Sparkly Maids LLC will only return for a Re-Clean within this timeframe. Sparkly Maids LLC is not liable to schedule complimentary Re-Clean past the forty-eight (48) hour timeframe of the customer’s initial request. 

Average Condition & Rights to Refuse Service Policy

Our fees (flat-rate and hourly services) are based on the Average Condition of residential or commercial spaces. Average Condition means the premises must not be neglected, trashed, abandoned, heavily soiled, or infested with critters or bugs. If a property exceeds the scope of “average condition”—such as needing large trash disposal, hoarding clean-up, excessive organizing, animal deposits, feces, blood, or any bodily fluids (human or animal)—we will contact you to assess additional fees or may refuse service.

Sparkly Maids LLC cannot complete cleaning of outdoor areas, biohazards, outdoor/indoor grills, or inside machinery like dishwashers or washing machines. Our providers have the right to leave if the home is found to be in “extreme condition” or if they feel unsafe, threatened, or disrespected by a customer.

Sparkly Maids LLC also reserves the right to refuse service in homes with extreme temperatures, such as indoor conditions above 85°F without air conditioning or electricity. If we refuse service due to these conditions, the customer will be fully subject to our Cancellation and Rescheduling Policy, including a 25% surcharge of the agreed service rate on any rescheduled service.

Enforecement of Cancellation Fees

If the home is not in average condition upon arrival or if service is refused based on the conditions described above, a full cancellation fee will apply, as outlined in our Refund and Cancellation Policy. This includes:

• If service is canceled within 48 hours of the scheduled appointment, a 100% cancellation fee of the agreed service rate will be charged. This applies to missed appointments, no-shows, or instances where the team is unable to access the property.
• If the condition of the home requires additional labor or specialized cleaning, we may refuse service or adjust pricing accordingly, and the cancellation fee will be enforced.

Rationale for Policy

We enforce this policy to ensure:

1. Efficient Resource Allocation: We allocate staff, time, and resources based on the information provided during booking. If conditions are significantly different, it disrupts our scheduling and impacts service quality for other clients.
2. Fairness: This policy ensures fair treatment for all customers by preventing misuse of our services and ensuring that accurate information is provided for each booking.
3. Compensation for Lost Time: The cancellation fee compensates for the time, labor, and resources we commit when scheduling your service. It also covers the potential loss of business from other customers who could have been served during that time.