Referral Discount:

15% referral discount if you refer us to a friend and they book! This discount is not eligible for use on deep cleans and must be applied to your first cleaning after the booking. (Referred Clients cleaning must be completed before the discount becomes available)

Cancellation Policy:

Cancellation/Reschedule requests must be given 24 hours before your appointment, otherwise, we will require a cancellation fee of $75 to be paid. It may be waived based on the owner's discretion. Refusal to pay the fee will result in paused services until the invoice is paid.

Waivers:

We will ask you to sign a waiver if you request that we move heavy furniture or use your products or tools.

Payments:

Residential: We accept payment for services through Zelle, or Quickbooks. Quickbooks Payments accepts all major credit and debit cards. As long as your card has a Visa, mastercard, Amex, or Discover logo on it, Quickbooks will accept your card. Your payment is due on the day of service.

Your Schedule:

We aim to schedule routine cleanings on the same time and day (eg. bi-weekly every second Tuesday at 12 pm). We may contact you to change this now and again so that we can assign the best suited cleaner to your home, or to adjust our scheduling to make it more efficient. We try to do this very infrequently! Monthly cleanings and cleaning every 3 weeks scheduled based on openings in our schedule, and are generally not scheduled as above (eg. not every 3rd wednesday of the month). We always do our best to match you with your preferred time and day. Note that you may not always have the same cleaner with this type of schedule. If an employee is sick, we will contact you as soon as possible to let you know and then to reschedule you as closely as we can to your usual date and time.

Adding Extras:

We can add extras on to any cleaning as long as we have notice (usually 1 week is good). Please do not add extra tasks to any service without first checking with the office. We do not want your cleaner to be late for their second job of the day, or to get off work later than planned. We must always account for extra time and tasks. As an option: if you ask your cleaner when she arrives if she can do something extra, she can check her schedule and decide for herself if that will fit in her day, then she will notify the office of the change!

Extras are charged per piece and we can let you know what that charge will be beforehand.

Laundry:

We can do laundry and will offer more information during the quote process. Please note that we will assume ZERO liability for laundry and laundry machines. If you would like laundry done, please only leave laundry for us that is a simple wash and dry process and that you are certain your machines can care for properly. When we say that we assume no liability for the machines as well, that is because any issues that may arise would be unforeseen and likely could have happened to you if you were running the next load of laundry.

A waiver is required in order for us to do laundry and operate your machines.

Satisfaction:

We offer a 24-hour service guarantee. If you are not satisfied with your service, please notify us within 24 hours or as soon as possible so a team member can return to rectify the issue. We do not offer refunds or discounts. We strive to complete all tasks to a high standard during each service, but we recognize that our team members are human and may occasionally miss a speck or two. If this is the case, please advise us so we can coach the team member prior to your next service. Please note that this does not apply to any services/appointments where the timing has been set by the client or reduced below our recommended time/quote, or landlord/tenant situations, at all. This also applies to move out situations where we are not able to gain access to rectify any issues within 2 business days of the service. If we are not able to return to fix something that was missed because the property is no longer in your possession, we cannot honor our guarantee and we do not offer refunds. If this is your scenario, you must be able to inspect the cleaning at the time of completion to ensure you are satisfied before our team leaves – we highly recommend booking move out services with some time to spare.

Valuables and Potential Damage:

Any damages or concerns must be reported to our office within 24 hours, an email along with photographs of the issue must be emailed to swansonsparkle@gmail.com. We will work with you to determine a solution. If we do not receive supporting photos and/or email responses to any attempt to discuss any issue with you within 24 hours of our initial response, we reserve the right to waive the issue and will not provide any compensation or pursue the issue further.

Tips and Gifts:

Clients are welcome to leave cash tips and gifts for cleaners if desired. It is very much appreciated, but absolutely not expected or required. In the case of tips, cash is best. Please do not add tips to e-transfer payments.

Other Health Precautions:

Any obvious bodily fluids etc. (both animal and human) will be strictly avoided. Locations with pest infestations, including mice, will be vacated immediately. This also includes excessive animal feces or urine. If unsanitary conditions or items are encountered, we reserve the right to immediately vacate the premises and will invoice accordingly.

Lifting, Climbing, and Ladders

Some activities may require a second person or management approval. A single cleaner cannot clean beyond arms reach on a one-step stool. If a team is present and a small step-ladder is provided, the ladder may be used. We do not clean outside. We do not push, pull, or lift heavy items or furniture at all. If you request furniture to be moved that cannot be lifted by one person, we will not be held liable for any damage caused by pushing or pulling furniture (eg. scratching floors). We recommend protecting the floor by using felt pads or similar, as you see fit.

We do not clean television screens (we dust them and wipe the frames)

Pets:

We love them! If you feel better having your pet secured during your service, please let us know or have them ready for us. We cannot accept any responsibility for any incidents arising while we are in the home related to your pet.

If you have any aggressive or insecure pets in your home, please take them with you or lock them in their safe space. While most of our staff love dogs and are very familiar with dogs, and the odd crazy cat, if a dog makes a staff member feel wary or uncomfortable, we may not be able to stay to finish the clean.

Photos for Marketing Purposes:

From time to time, our team members make videos or take photos in the homes we clean. We will never take a photo of something personal or sensitive. The photos we take are used to showcase our work and will be posted on all social media channels. If you do not want photos or videos taken in your home, please let us know and we will honor your request.

Standard Flat-Rate Cleaning Exclusions And Limitations:

Flat rate services are based on the assumption that the occupants (human and animal) and use of the home does not change. Additionally, flat rate services are billed at one rate and that does not change if a cleaner finishes earlier or later than usual, as all of our staff have varying degrees of speed and efficiency. The important thing is that the cleaning is complete and well done.

Flat rates are also based on our standard expectations of what we are coming to clean. If a home or situation is out of the ordinary, we may need to adjust what we have quoted you.

Extras cannot be added on the day of service (usually). If we can add it at the last minute, we will and we will just add the extra to your invoice.

If you have skipped a service and have more than 1 month between cleans, we will add some extra time to your next clean to allow the cleaner enough time to do a good job, we can advise you of this fee, if needed, when needed (depends on the home!).

We do not offer hourly cleaning services, but sometimes we are able to work within a budget. Say your budget is $180, we will ask you what the most important rooms in your house are, and then we will provide you with a quote that includes as much of that work as we think we can do for you.

When we make our estimates, we are charging by the room or sometimes task – and creating one flat rate to cover your cleaning package.

Thank you for choosing Swanson Sparkle Cleaning. Your acceptance of your quote/estimate signifies your acceptance and understanding of this Service Agreement and willingness to comply with it. This agreement is subject to change without notice at any time, and the most recent version will always be available on our website.