TERMS & CONDITIONS

Sparkle & Shine Cleaning LA 
Terms & Conditions 

These Terms and Conditions are effective immediately after booking. Sparkle & Shine Cleaning LA is a licensed, bonded, and insured family-owned and operated business proudly serving Los Angeles County for many years. Our team of professionally trained and vetted cleaning technicians is dedicated to providing exceptional cleaning services and exceeding your expectations.

These Terms & Conditions ("Terms") outline the agreement between Sparkle & Shine Cleaning LA ("Company") and the Client ("you") regarding the provision of cleaning services. By engaging our services, you acknowledge your understanding and acceptance of these Terms. Please note that Sparkle & Shine Cleaning LA does not recognize the involvement of third parties in these Terms.

Communication

• If you have any questions or concerns about your cleaning service, please call or text our office at (310) 399-2904, or email us at support@sparkleshinela.com. We have a dedicated office staff to assist you who will make every reasonable effort to provide you with a highly professional cleaning service.

Client Preparation

1. Pre-Cleaning Property Conditions: Client acknowledges responsibility to ensure the property is in a condition suitable for cleaning services. Excessive clutter or unexpected mess exceeding the estimated time may incur additional hourly charges. 

2. Guest Notification: Client agrees to notify all occupants and guests of the scheduled cleaning service, including the potential need to access specific areas within the property.

3. Unfamiliar Persons: In the event guests or unknown individuals are present on the cleaning date, Client agrees to notify Sparkle & Shine Cleaning LA in advance to avoid surprises and ensure a smooth cleaning process.

Pet and Child Safety

1. Child Supervision: Client acknowledges the importance of supervising children for their safety while cleaning services are performed.

2. Pet Restrictions: While Sparkle & Shine Cleaning LA welcomes pets, aggressive animals must be secured in a separate room inaccessible to cleaning staff or outside the property during cleaning. Sparkle & Shine Cleaning LA reserves the right to cease services and charge the full cleaning fee if a pet exhibits aggressive behavior.

3. Pet Liability: Client assumes full liability for the behavior of their pet(s) during the cleaning service. Sparkle & Shine Cleaning LA disclaims any responsibility for pet-related incidents occurring while cleaning the property.

Property Access

1. Access Methods: A lockout fee (see Lockout Policy below) will be charged if access cannot be granted upon arrival.

2. Alarm Systems:

   • Client is responsible for deactivating any alarm systems before the cleaning service begins.

   • If the alarm system remains armed, Sparkle & Shine Cleaning LA will exercise due care in disarming and rearming the system according to Client's instructions. However, Sparkle & Shine Cleaning LA shall not be held liable for any consequences arising from false alarms, misuse of the alarm system (including charges from law enforcement or security companies), or failure of the alarm system itself.

3. Unrestricted Access: Client acknowledges that cleaning technicians require full and unrestricted access to the property to perform services efficiently and thoroughly. Requests to prioritize specific areas or deviate from the standard cleaning order may incur additional time charges.

   • Any deviations from the standard cleaning order must be communicated to Sparkle & Shine Cleaning LA in advance to allow for proper scheduling and potential adjustments to the cleaning fee.

   • Additional cleaning time necessitated by such requests will be billed at the current hourly rate in fifteen-minute increments.

Lockout Policy

1. Lockout Fee: A cancellation fee equivalent to 100% of the standard cleaning rate will be applied if cleaning staff are denied access to the property or locked out during scheduled cleaning hours.

2. Lockout Time Late Fee: Upon arrival if the cleaners are not able to access the property within 30 minutes of time scheduled, a fee of $60 per cleaner will be charged to the customer. 

3. Estimated Arrival Time: While Sparkle & Shine Cleaning LA strives to accommodate scheduling requests, exact arrival times cannot be guaranteed. Estimated arrival windows will be provided in increments of 1-2 hours, and arrival updates can be requested on the day of the cleaning by texting or calling our office.

Estimates and Quotes

1. Estimated Service Time: All estimates are based on the information provided by the Client. In the event that the property is significantly dirtier or more cluttered than initially described, Sparkle & Shine Cleaning LA cannot guarantee completion within the estimated timeframe. Client will be offered the option to either increase the cleaning budget or have services terminated. If client is ok with increasing the budget, the fee charged will be $60/hr per cleaner. 

2. Changes to Service: Any modifications to the cleaning service requested after the initial estimate is provided may result in additional charges or necessitate a revised estimate.

3. Right to Decline Service: Sparkle & Shine Cleaning LA reserves the right to decline service upon arrival if the property requires a level of cleaning beyond its capabilities. In such cases, the Client will be notified, where a travel fee will be charged to compensate the cleaners’ time and the rest of the cleaning service total will not be charged. This travel fee is based on the number of cleaners and the number of hours estimated for the service. 

Scheduling and Cancellations

1. Notice for Recurring Cleanings: Cancellations for recurring cleaning services require a minimum of 24 hours' notice.

2. Late Cancellation Fee: Cancellations with less than 24 hours' notice for recurring cleanings will incur a 50% cleaning service charge. This policy ensures efficient scheduling and avoids disruptions to staff work schedules. Rescheduling to another date within the same week is permitted without additional fees.

   • Exceptions to the late cancellation fee may be considered for emergencies or illnesses. However, frequent cancellations, even for documented reasons, may still be subject to the fee at Sparkle & Shine Cleaning LA's discretion.

3. General Cancellation Policy: All cancellations of service, whether temporary, permanent, or a reduction in cleaning frequency, require a minimum of 24 hours' notice. Cancellations with less than 24 hours' notice will be considered late and subject to a full cleaning service charge.

4. One-Time, Initial, and Move-In/Move-Out Cleanings: Cancellations or rescheduling of one-time, initial, and move-in/move-out cleanings require a minimum of 24 hours' notice.

5. Company-Initiated Rescheduling: In the event of company-initiated schedule changes due to holidays or extreme weather conditions, Sparkle & Shine Cleaning LA will make every effort to reschedule the cleaning service as close to the original date as possible.

Payment

1. Acceptable Payment Methods: Sparkle & Shine Cleaning LA accepts Visa/Mastercard, Zelle, and Cash for payment of services.

2. Declined Payments: Declined credit card payments or outstanding balances will incur a late fee of $25. 

3. Cash Payment: Cash payments should be placed in sealed envelopes clearly addressed to the Sparkle & Shine Cleaning LA office and handed to a representative on the same day of the cleaning. 

4. Verbal Agreement: By verbally agreeing to initiate cleaning services, the Client acknowledges acceptance of these Terms & Conditions and authorizes Sparkle & Shine Cleaning LA to charge the associated cleaning fee to their credit card. For hourly cleanings, the final charge will reflect the total time spent cleaning the property. Quoted rates are estimates and may be subject to adjustment based on actual cleaning requirements.

Tipping

1. Gratuity: Tipping our cleaning staff is entirely optional and at the Client's discretion.

2. Tipping Options:

   • Clients can leave a tip by adding a gratuity amount during completion of the online booking form or by giving directly to the cleaner at the time of the service. 

Protecting Valuables

1. Client Responsibility: If the Client requests cleaning services for specific tasks such as dusting/cleaning inside china cabinets, starting laundry, washing dishes, cleaning small computer equipment, antiques, or collections, or utilizing Client-owned equipment (e.g., vacuum cleaner), the Client agrees to hold Sparkle & Shine Cleaning LA and its employees harmless from any liability for damage or breakage to such items.

2. Limited Liability: While Sparkle & Shine Cleaning LA will exercise all reasonable care to prevent damage, accidents can occur. The company maintains limited liability insurance for replacement or repair of damaged items. Efforts will be made to find identical replacements, but such outcomes are not guaranteed. For this reason, Sparkle & Shine Cleaning LA discourages requests to clean irreplaceable or highly sentimental valuables.

3. Damage Reporting: The Client is responsible for reporting any property damage to Sparkle & Shine Cleaning LA by phone or email within two business days of the cleaning service. Failure to report damage within this timeframe may limit the company's liability.

4. Exclusions: Sparkle & Shine Cleaning LA is not liable for damage caused by faulty or improper installation, lack of maintenance, or general wear and tear of any Client-owned items.

Scheduling Other Service Providers

1. Supervision of Third-Party Service Providers: For safety and security reasons, Clients are discouraged from scheduling other home service providers for appointments coinciding with Sparkle & Shine Cleaning LA's cleaning service unless the Client will be present to supervise both teams. Sparkle & Shine Cleaning LA reserves the right to deny entry to any unauthorized individuals.

2. Recleaning Due to Third-Party Services: Sparkle & Shine Cleaning LA will not be responsible for recleaning necessitated by the presence of other service providers during their scheduled cleaning time. Client activities or the actions of other service providers resulting in a request to re-clean an already completed area will incur additional charges.

Technician Safety and Limitations

1. Ladder Use: Sparkle & Shine Cleaning LA technicians are limited to using two-step ladders for safety reasons and will not perform cleaning tasks requiring use of higher ladders.

2. Heavy Lifting: Moving heavy furniture or objects is outside the scope of service provided by cleaning technicians.

3. Biohazard Materials: Due to Occupational Safety and Health Administration (OSHA) regulations, our staff is prohibited from handling any type of animal or human waste, including vomit, blood, or bodily fluids.

4. Pest Infestations: Sparkle & Shine Cleaning LA cannot perform cleaning services in areas or homes with active infestations of pests (maggots, fleas, roaches, bed bugs, etc.) until the infestation has been professionally mitigated. If the home is deemed to be infested with any type of infestation the cleaning will be canceled immediately and no cleaning service will be provided, and a fee of 50% of the total job would be charged. 

5. Mold and Mildew Removal: Cleaning services are limited to removing mold and mildew within shower enclosures; extensive mold and mildew removal requires specialized expertise.

6. Smoke-Free Environment: Clients are requested to refrain from smoking cigarettes, marijuana, or any other substance inside the home while cleaning technicians are present.

Rate Adjustments

Sparkle & Shine Cleaning LA reserves the right to adjust service rates at any time to ensure continued client satisfaction and reflect the evolving costs of providing cleaning services.

Photography

1. Use of Photos: Sparkle & Shine Cleaning LA may take before-and-after photos of completed cleaning projects for training purposes, performance verification, and promotional materials (similar examples can be found on the company website). Clients who wish to opt out of having photos taken of their homes during cleaning services should notify Sparkle & Shine Cleaning LA at the time of scheduling.

Non-Solicitation of Employees

1. Non-Solicitation Clause: By entering into a service agreement with Sparkle & Shine Cleaning LA, the Client agrees to refrain from soliciting any cleaning technician introduced by the company for the purpose of hiring them for any home-related services. Sparkle & Shine Cleaning LA invests significant time, resources, and funds in recruiting, interviewing, and training its cleaning staff. Upon employment, each technician signs an agreement prohibiting them from performing any home-related services for past or present Sparkle & Shine Cleaning LA clients. 

2. Direct Employment Discussion: Clients interested in directly employing a Sparkle & Shine Cleaning LA cleaning technician should discuss this possibility with the company office.

3. Referral/Training Fee: Clients found to have solicited a Sparkle & Shine Cleaning LA employee for direct employment will be subject to a referral/training fee of $3,500 per hired employee or for contracted services. Sparkle & Shine Cleaning LA considers its cleaning staff to be its most valuable asset and has established this fee to reflect the significant investment made in their recruitment and training.