By booking a cleaning service with Sparkle and Gleam you agree to our Terms of Service.

Sparkle and Gleam is a digital platform that enables clients to book cleaning and other related services. If you have any questions regarding these terms, please don’t hesitate to contact us via email or phone—we’re happy to provide further clarification.

Booking and Labor Hours

• Labor Hour Definition: One labor hour equals one hour of work by a single professional. For example, a two-person team working for one hour equates to two labor hours.
• Minimum Booking: A minimum of 3 labor hours is required for hourly jobs.
• Included Time: Labor hours encompass time spent loading and unloading supplies and equipment.

Pricing and Rate Adjustments

• Standard Rates: Prices are based on the number of bedrooms and bathrooms, with assumed maximum cleaning times. For instance, a 1-bedroom home has a 2 hour limit.
• Rate Re-evaluation: If a cleaning exceeds the estimated time, Sparkle and Gleam  may adjust the rate after discussing it with the client.

Cancellation and Rescheduling Policy

• Notice Requirement: Cancellations or rescheduling must be made at least 24 hours before the scheduled service.
• Late Cancellation Fee: If changes are made within 24 hours, a fee of up to 50% of the booking total, with a minimum of $50, may apply.
• Repeated Offenses: Frequent cancellations may lead to service termination.

Arrival Time Window

• Scheduling: An arrival window of 1 hour is provided to account for variables like traffic and parking. For example, a scheduled time might be between 8:00 AM and 9:00 AM.
• Delays: If the team is running late, clients will be notified promptly.

Accessibility and Parking

• Home Access: Clients must ensure cleaners have access to running water, electricity, and an environment free from interruptions by pets or other service providers.
• Parking: Adequate parking close to the home must be available. If paid parking is necessary, the cost will be added to the invoice after obtaining client approval.

Breakage and Loss Policy

• Reporting: Any breakage or loss must be reported within 48 hours of service.
• Resolution: Sparkle and Gleam will attempt to repair or replace the item and may hire professionals to do so.
• Exclusions: Damage due to normal wear and tear, age-related deterioration, or improper assembly is not covered.

Happiness Guarantee

• Satisfaction Commitment: If unsatisfied with the service, clients should contact Sparkle and Gleam  within 24 hours.
• Resolution Process:
  • Provide details and  photos of the concern.
  • A re-clean will be scheduled at no additional cost within 7 business days.

Biohazard Policy

Human and animal urine or feces, medical syringes, mucus, vomit, and blood are considered biological hazards and blood-borne pathogens. These materials pose health risks and fall outside the scope of standard cleaning services.

For the safety of our team, Sparkle and Gleam cleaners are instructed to avoid contact with any biological hazards not explicitly included in our standard cleaning checklist. While we will do our best to clean around these areas, we will also notify you if such materials are present.

If at any point a cleaner feels unsafe, we reserve the right to cancel the service.

Heavily Soiled Property Policy

If the condition of your property exceeds what is covered under our standard cleaning packages, our cleaning team reserves the right to either decline the service or re-evaluate the pricing to reflect the additional work required to meet your expectations.

In cases where our team determines the job cannot proceed due to an inaccurate description of the property’s condition, a $50 booking fee will apply. This fee helps cover travel time and fuel costs incurred by the cleaning team.

Parking Policy

Parking is typically only an issue in CBD areas, where availability can be limited. We require a parking spot close to your front door to ensure your cleaning service is carried out without interruption.

If no free parking is available and our cleaners must use paid parking, we will contact you for approval and add the cost to your final invoice. If suitable parking cannot be arranged, we reserve the right to cancel or reschedule the service.

Access & Interruption Policy

Please ensure that our cleaning professionals have full access to your home during the scheduled service. This includes access to running water, electricity, and an environment free from interruptions by other service providers.

Pets and minors should be supervised to ensure they do not interfere with the cleaning process.

If our team arrives and is unable to complete the service due to restricted access or interruptions, a $50 fee may be charged to cover travel time and fuel expenses.

Pet Policy

Please take into consideration that staff may be allergic to pet fur. Please include in your booking if there is an animal who lives inside the premises.

We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that an pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.

If you have any special instructions regarding pet management during your cleaning service, please include these in your booking notes or contact us directly.

Entry & Locks Policy

If you will not be home to provide entry, please ensure that you supply us with clear entry instructions and, if applicable, the necessary alarm code. In the event that our cleaning professional is unable to access your property upon arrival, a $50 fee may be charged to cover expenses such as lost travel time and fuel.

Keys Policy

For security reasons, Sparkle and Gleam does not accept keys from customers. We are unable to track or retrieve any keys provided directly to our cleaning professionals. Instead, we recommend using a key lockbox as a secure and convenient method for granting access to your home.

If you have any entry or alarm instructions, please include them to your cleaner when contact is made.

If both parties agree a key can be left in a suitable location, for access by the cleaner and return upon completion of the clean.

Payment Policy

We accept all major credit cards. Additionally, our staff may provide direct banking details or accept cash payments. If your cleaner offers other payment methods, such as BPAY, please confirm with them directly.

Please note that we reserve the right to cancel any booking if a security hold on your funds is not successfully completed.

Safety Policy

For the safety of our team, our cleaners are not permitted to move or lift heavy items, nor are they allowed to clean high-reach areas (requiring more than a two-step ladder). If you would like us to clean behind large appliances or furniture, please ensure that these items are moved prior to our arrival.

Independent Cleaning Professional

Our cleaning professionals are independent contractors, not employees of Sparkle and Gleam. Sparkle and Gleam operates as a digital platform connecting skilled, independent cleaners with customers who need their services, on their own schedule and at locations of their choosing.

Every cleaning professional on our platform has successfully completed a police check and undergone a rigorous vetting process. They are committed to maintaining a high standard of workmanship to remain part of our trusted network.

Public Holiday Policy

Our offices are closed on Queensland Public Holidays; however, most of our cleaning professionals continue to work on these days. If your assigned cleaner is unavailable and needs to take time off, we will contact you before your scheduled service to arrange a reschedule or a fill-in cleaner.

Should you experience any issues or require support for a cleaning scheduled on a public holiday, please email us or leave a voicemail. We will respond during the next business day.

Our offices are closed during the following public holidays. New Year’s Day, Australia Day, Good Friday and Easter Monday, Anzac Day, King‘s birthday, Labour Day, Christmas Day and Boxing Day.

Weather Policy

We reserve the right to cancel or reschedule services in the event of severe weather conditions. If travel or safe performance of work is compromised, we may need to postpone your service. Please note that we are not liable for any outcomes arising from such cancellations or rescheduling due to adverse weather conditions.

Unpredictable Events Policy

Sparkle and Gleam reserve the right to cancel or reschedule services in the event of any unpredictable circumstances beyond our control. Such events may include car accidents, traffic blocks, or health and family emergencies. In these instances, we may need to cancel or reschedule your service, and we are not liable for any outcomes that result from these disruptions.

Right to Refuse Service

Sparkle and Gleam reserve the right to refuse or cancel services for any reason. This includes, but is not limited to, situations where our professionals feel threatened, unsafe, or uncomfortable; when a service cannot be completed within the maximum time limit; or if the property or job request does not match the description provided by the client.