PHILOSOPHY
At It Sparkles It Shines It’s Clean!, we believe that mutual respect and clear communication are the keys to maintaining a great relationship with our clients. It is SSC’s goal to have satisfied clients.
SERVICE AND CONTACT HOURS
Our contact hours are: Monday-Friday 8:00am-7:00pm.
Our service hours are: Monday-Friday 8:00am-5:30pm.
A voicemail will be active whenever we are not available to immediately answer your call. Because you and every customer are important to us, we turn the cell phone off when we are with other customers. We will return your call at our earliest convenience.
If our office is closed, phone calls may go to voicemail, so please leave us a message and expect a return call the following business day.
SERVICES PROVIDED
Please note that we provide you with an estimate before we start to clean. If the amount of time needed to clean your home differs from the estimate, then an adjustment of the price will be necessary. Also, if the conditions in your home change (for example: additional pets, home renovation cleaning after construction, or people living in your home), a price or service revision will be necessary.
ADD-ON SERVICES
We are happy to provide you with additional services (i.e., cleaning the inside of the oven/refrigerator/cupboards, cleaning the interior windows, if accessible, etc.). Additional tasks need to be requested in advance (via email: Renee@sparkleshineclean.com), so SSC can schedule the additional time and supplies needed. Additional fees are incurred when additional services are needed.
PRICES
In order to keep our prices low, it is important for us to have uninterrupted access to the areas of your home that we will be cleaning. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others. This includes children and pets. In order to complete our work freely, safely and without distractions, please keep all pets and children out of the cleaning areas. If we are subject to distractions that affect our ability to perform our work in a timely manner, we reserve the right to charge for extra time spent in your home. It is your responsibility to pick up toys, clothing or other items before we arrive so the time we spend in your home can be as efficient as possible.
RATE CHANGES
SSC reserves the right to re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases, and other cost increases. All estimates for initial cleaning and regular cleaning are subject to increases and/or discounts as deemed applicable.
PAYMENTS
Payment is due upon completion of each scheduled cleaning. There are NO EXCEPTIONS to this policy. We accept cash and checks payable to SSC. Please fold your check in half with information inside, put payment in an envelope and seal. Please leave sealed envelope on your kitchen counter, clearly marked for SSC.
LATE FEE/RETURNED CHECKS
If the payment is not at the residence by the time service is completed, please add a $25 late fee to your payment. There will be a $35 charge on all returned checks. If we receive a returned check, all future payments must be in cash and at the time of service – NO EXCEPTIONS.
EQUIPMENT AND SUPPLIES
In order to guarantee a professional and quality cleaning without damage to walls, surfaces and floors, SSC prefers to use our cleaning supplies and equipment. However, we will not be providing bleach or bleach products such as Clorox Cleanup or Tilex to use in your home. If you would like us to use these products in a particular area of your home, you must purchase those products yourself and place them in the area(s) that you would like for us to use them (ex: bathroom under the sink, kitchen under the sink). Please note that you must notify us ahead of time that you have purchased these products and would like us to use them in your home. In order to prevent accidents or any damages from occurring, we will not transport these products throughout your home. You must supply a separate product for each area.
A waiver can be signed if the client prefers us to use other equipment and/or supplies. This waiver releases SSC from liability and any damages or breakage as a result of this action.
QUALITY CONTROL
We at SSC want to be sure that you are consistently happy with our service. If for any reason you are displeased with your service, please contact us within 24 hours and allow us to correct the situation. It is important to us that we return to correct the situation in a timely manner. Please feel free to complete our quality control survey with any suggestions that you may have to help us improve the quality of service.
ARRIVAL TIMES
Due to the time consuming, unpredictable nature of cleaning, SSC cannot guarantee the exact time of arrival. We require the flexibility to arrive and depart between the hours of 8:00 am to 3:00 pm. For your convenience, we can give you an estimated block of time to expect arrival; however, we reserve the right to arrive earlier or later than the estimated arrival time due to circumstances beyond our control such as traffic conditions, etc. If we arrive for a scheduled service to find we are unable to access your home, a lock-out fee equal to the cost of the cleaning will be charged. We encourage all our clients to issue us keys so that lock-outs will not be an issue. See KEYS for more information.
BREAKAGE/DAMAGE
We are insured and we take great care when cleaning your home; however, accidents can happen. If you notice breakage/damage, note that you must notify us immediately. Small items may be handled immediately with some proof of cost, but larger or more expensive items may require you to fill out a claim form with our insurer documenting the loss. One-of-a-kind items, antiques and collectibles of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable, one-of-a-kind and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning. We cannot be responsible for breakage of items which are unstable or in an unstable environment.
CLEANING SURFACES
All surfaces are assumed sealed and ready to be cleaned without causing harm.
SAFETY
For safety reasons, we do not move anything weighing more than 10 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area (special service requires advance notice via email). We only use a two-step ladder. Whenever windows, furniture or fans are affected, we do what is within reach with a two-step ladder or extension pole.
For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to scheduled service of any infectious diseases that occur in your household. SSC reserves the right to cancel and reschedule in such circumstances.
For our safety, all firearms in a client’s home must be stored and locked.
ACCESS
If you have an alarm system, please be sure that it is off before we enter your home. We encourage all of our clients to issue us a key. If you choose not to issue us a key, you can leave a key with a neighbor for us to pick up, which we will return after we have finished our service. You can also give us the code for the alarm system, your garage door, or hide a key in an agreed-upon place.
KEYS
You can provide us with a key that will be labeled with a unique client key chain ID and locked away for safety when not in use. No key is duplicated without the consent of the customer. Key replacement/locksmith fees are paid only if keys are lost.
PETS
We take pride in being a pet-friendly service and take special care in making your pet feel comfortable during our cleaning process. However, we do need to make sure our safety is addressed. Please remove all pets. They might not be aggressive to you but could be aggressive to us. Please secure them during our service. Please make sure, however, that we can still access all necessary rooms in order to do the scheduled work. SSC will not be held responsible for your pets. We do not clean animal or human feces, urine, vomit or other biohazards. This includes feline litter boxes and dog kennels.
PARKING
We ask you to provide us with parking that has easy access to safely enter and exit your home.
WEATHER
SSC will be closed for business when severe weather conditions prevent safe road travel. We will call you to try to reschedule for another day.
HOLIDAY/VACATION
SSC will be closed for regular business during all national holidays unless specifically requested in advance. Fees will be increased 25% for services on national holidays. SSC also observes one-week vacation during school summer vacation and winter breaks. If your cleaning visit falls on a holiday, every effort will be made to reschedule your visit for the same or following week, but this cannot be guaranteed.
CANCELLATION OF APPOINTMENTS/LOCK-OUT
You may reschedule, add, skip or cancel any of your cleanings. We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If, for any reason, you need to change your scheduled appointment, please give us a full 48 hours notice. Once we take a reservation, we hold that time slot open for you and turn away other potential clients in order to ensure your appointment. In the event of a cancellation of less than 48 hours notice, a cancellation fee of $50 will be charged. SSC is not responsible for unforeseen events affecting the personal life of one client, but strive to meet the needs of all our customers in a timely and professional manner. As SSC is not responsible for unforeseen events beyond our control, it is the responsibility of the client to contact SSC in the event a scheduled cleaning needs to be postponed or cancelled. The client agrees to pay the entire cost of the cleaning in full for any visit cancelled by them on the day of the cleaning. This applies as well to visits aborted by our staff when unable to gain access to your home due to being locked out, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the jobsite due to actions by the client, guests, or pets on the premises. The client will remain liable for the full cost of the non-performed service.
SOLICITATION OF SERVICE PROVIDER
The client agrees that he will not solicit, entice, or influence any service provider of SSC to leave SSC or take over the cleaning contract, whether it is directly, individually, or through a family member or other person or other company action. Otherwise, a referral fee of $2,500 will occur. This fee is due within 30 days of notification by SSC to the client. If the fee is not paid, SSC will apply the right to pursue other methods of collection, without any proof of damage being necessary.
TERMINATION
Either party may terminate this agreement at any time by giving the other party not fewer than thirty (30) days oral or written notice. However, under extreme circumstances and/or disagreement between SSC and client(s), where an agreement cannot be reached, SSC has the right to cancel your cleaning service without advance notice.
COMMUNICATION
To ensure that all your needs are considered, please address all requests and changes directly to Renee A. Wilson. Also you may email Renee at Renee@sparkleshineclean.com or call 919-880-8425.
CONFIDENTIALITY
SSC recognizes and acknowledges that this Agreement creates a confidential relationship between SSC and the Client and that information concerning the Client’s business affairs, customer’s vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is confidential information. SSC agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. SSC further agrees to bind its staff to the terms and conditions of this Agreement.