Teams & Condition
Our Teams & Conditions
This onboarding agreement is entered into between Sparkle Surney Cleaning Services LLC, located in Arlington, Texas, and the client.
This agreement outlines the terms and conditions governing the provision of residential cleaning services by the Service Provider to the Client.
Services provided
Service provider agrees to provide residential cleaning services to the client as per the agreed scope of work, which may include but is not limited to :
Dusting and polishing furniture
Sweeping, vacuuming, and mopping floors
Cleaning and sanitizing bathrooms
Cleaning the exterior or interior of kitchen appliances, countertops, cabinets, and sinks
Wiping down surfaces and mirrors
Emptying trash bins
Additional services as agreed upon in writing.
Work Hours
Our standard working days are Monday through Friday, 8:00 am to 5:00 pm. We work from a schedule and recommend the same time and day of the week for your cleaning to create consistency and convenience for both of us.
Right to refuse service.
We reserve the right to deny or terminate service due to safety concerns, inappropriate behavior, uncomfortable situations, or working conditions that are extremely unsanitary, threats, the presence of weapons on premises, severe clutter, or disconnected utilities. Our employees may refuse to offer service on the spot, and you will be charged a cancellation fee.
Alarms and Keys
You don’t have to be at home while we clean. If you have an alarm, please ensure we have the key code so we can disarm it upon arrival and rearm it upon departure. We may also need a house key to access the house. The service provider will handle keys, codes, and access information with utmost care and confidentiality. We charge a $50 lockout fee if we have a confirmed appointment and are unable to gain entry.
Rescheduling / Late cancellation
At some point, unforeseen circumstances may arise, and one of us may need to reschedule or cancel your cleaning. Please communicate with us; call, text, or email us as soon as possible, and we will do our best to reschedule your cleaning at our earliest convenience. We will do the same as long as we receive a 24-hour notice and there is no cancellation charge. Any cancellation without 24 hours’ notice will incur a $50 fee. Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis.
Cleaning supplies
We provide the cleaning products and equipment needed for cleaning your home. If the client has any specific preferences or requests regarding the use of particular cleaning products or equipment, these must be communicated to the service provider before the commencement of service.
If you require us to use your cleaning supplies or equipment, please note that we will not be responsible for any damage caused by these products. When such requests are made, we ask that you have the cleaning supplies ready for the cleaning so we can offer our services as efficiently and effectively as possible.
Use of the homeowner’s vacuum
If you request us to use your vacuum, we will not assume or accept any liability for any damages to the equipment. Since we are not responsible for its maintenance, we will not be responsible for any repairs to it. If the vacuum is not in working condition when we arrive to clean your house, we will not be able to perform any carpet vacuuming.
Sick policy
If you or a family member becomes sick with a contagious illness, please call us to reschedule your cleaning. Even though we clean and disinfect your house, we might transfer germs to the next home or become sick. To be fair to all our customers, we prefer to wait until you get well. On our end, we will call in sick to protect you and your family.
Before and after pictures
We take before-and-after pictures for the service we provide for liability purposes. We may use these pictures with permission from the homeowner to promote our business.
Satisfaction
We take pride in our work, but if for any reason you are not 100% satisfied with our work, please call us at 325-313-6649 within 48 hours, and we will do our best to re-clean the specific areas not done to your satisfaction or resolve your concern.
Refunds
We do not offer refunds. Our goal is to provide the best professional service to our clients; however, we are human and may occasionally miss something. If this happens, please call or email us within 24 hours, and we will rectify the areas not done to your satisfaction at no extra cost.
Pricing
We offer flat-rate pricing based on the square footage of your house, the number of bedrooms and bathrooms, and the type of service you choose. The prices are just estimates and may change depending on the condition of your home.
We offer several additional add-on services for your convenience at an extra charge. Please get in touch with us for any additional services not listed in our extras. Likewise, we will charge an extra fee for any further service not previously discussed.
Payments
For clients paying with cash, half of the Payment is due before the service begins, and the remainder is paid at the end of the service. For those paying with a credit card, the card will be charged one hour after booking, and it will be held until the end of the service to prevent default. This is to ensure a smooth service delivery process and to maintain the financial stability of our business. We kindly request that you complete the payment process promptly after confirming your booking.
Failure to make half payment on the day of booking may result in defaulting on your reservation. In such cases, we reserve the right to cancel your booking and offer the time slot to others.
We highly recommend paying with a credit card or Zell. These forms of payment are secure and will leave an electronic record of your transaction. Pay through our booking form on our website at (https://sparklesurneycleaning.com/book) to book and pay.
Price Increase
We may adjust our rates as needed during the year. Should there be any changes in the frequency of the client’s established service schedule, home or living situation, remodel, change of address, or number of people living in the house, your price may be adjusted accordingly to accommodate these changes. However, we will notify our customers in advance before making any changes.
Referrals
We appreciate it when you tell your friends and neighbors about our services. As a token of appreciation, we offer a referral bonus once the referral books a service with us. Please have the referral mention your name, and we will add our referral bonus to your account, allowing your next cleaning to be discounted.
Running water and electricity
We will need running water and electricity to clean your house effectively. Please ensure there is running water and electricity on the day of service. We may charge a cancellation fee or reschedule the service if there is no water and electricity available for cleaning.
Handling Breakages/Loss
Accidents happen, and we will do our best to protect your home and possessions. However, if something breaks without our notice, please call us at 325-313-6649 to report the incident. Please report any breakages or damages within 24 hours of the incident or loss of any items. We will try to replace identical items, but this is not a guarantee.
We will review the incident and will reimburse or replace it accordingly. Please note that we will not accept responsibility for inherently unstable, delicate, or inappropriately placed items.
Please relocate any fragile, valuable, personal, or delicate items to a secure location. We will not clean these items, including collectibles and artwork, and we kindly request that you skip that area altogether.
We are not responsible for any damage caused by normal wear and tear, faulty or improperly installed items. Please notify us of any items in your home that require any attention.
Services we do not offer
Due to insurance restrictions, we are unable to lift or move items that weigh more than 20 pounds.
We do not climb heights higher than 6 feet above the ground. In addition, we do not use a ladder higher than a two-step ladder.
Mold removal
Holding Homes
Laundry and folding
Cleaning inside China cabinets and curios
Cleaning sliding glass doors
Computers and television screens (we only dust)
Any Bodily fluids, excrements, vomit, pet urine/waste, cat litter boxes, and other biohazard material.
Pest cleanup services
Cleaning inside dishwashers, washing machines, and dryers.
Running Errands around and outside the customer’s home.
Shopping, dog sitting, babysitting, and housewarming services.
Washing of exterior windows and any interior window that we cannot reach with a two-step ladder.
Cleaning of Dishes. If dishes are left in the sink, we will work around them to clean the sink.
Cleaning cast iron stove tops, we only wipe them.
Pets
We love pets and would love to work without upsetting them. Please notify us if you own any pets before the day of service. Please secure/lock your pets to avoid any interruptions and injuries. If your pets become anxious or present a safety concern, Sparkle Surney Cleaning Services LLC reserves the right to remove its employees from your home. Our employees will not enter a home if they believe a pet poses a threat to their safety. If the removal of our cleaning crew /employee is due to aggressive pets, our cancellation fee policy will apply.
We are not responsible for cleaning up after pets or caring for and controlling any pet on the client’s premises. If pets make a mess on something that has just been cleaned, we will not re-clean.
Children
Please supervise your children while our staff is cleaning. We are not responsible for cleaning up after and supervising your children.
If you have any questions or concerns, please don’t hesitate to call us at 325-313-6649
By signing, I agree to Sparkle Surney Cleaning Services LLC’s Conditions and Terms of Service.
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Thank you for choosing our services. We look forward to providing you with an excellent experience.