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Terms of Service

Updated Effective Date: January 1, 2025

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Welcome to Plano Sparkles Cleaning Service. By booking our cleaning services, either by phone or through email, you agree to the following terms and conditions. These policies ensure a smooth and satisfactory experience for you and our team.

1. Booking

Scheduling

To book a cleaning, you can:

All scheduling changes must be managed directly through our office. Cleaning technicians are not authorized to modify or cancel appointments.

To request a schedule change 24 hours in advance:

Do not contact cleaning technicians directly to cancel or modify your appointment.

Appointment Reminders

We provide the following reminders to help you prepare:

  • Email Reminder: Sent 72 hours (3 days) before your scheduled service.

  • SMS Reminder: Sent 24 hours before your scheduled service.

If you need to update your contact information, contact us immediately.

Cancellation and Reschedule Policy

To ensure availability and fair scheduling for all clients, the following fees apply for cancellations or reschedules:

  • Less than 24 hours’ notice, day-of-service, or lockout: 100% of the service rate.

  • Between 24–48 hours from the appointment start time: $50 per cleaning technician assigned to the service.

  • More than 48 hours (3 days in advance): No charge.

Rates and Add-Ons

Our rates are based on your home’s size, condition, and specific requests. Additional fees may apply for:

  • Supplies fee

  • Gas fee

  • Credit card processing fee

Popular add-ons, such as fridge cleaning, oven cleaning, and interior cabinet cleaning, can be requested during booking. For a full list of services and pricing, visit our website or contact us directly.

Payment Policy

Payment is due via credit card at the time of booking and on the 1st of each month for recurring cleaning.

2. Preparing for Your Cleaning

Home Access

If no one will be home during your appointment, please provide access instructions when booking. You can also call or email us to update access details before the service date.

Pets and Animals

While we love pets, they should be secured in a crate or separate room during the cleaning to ensure safety for both your pets and our team.

Preparing Your Home

For optimal service, ensure that your home is decluttered before our arrival. This includes removing items such as clothes, toys, and general clutter from floors and surfaces. If decluttering is required, please let us know in advance to arrange organizing services at an additional cost.

What We Do Not Clean

Our cleaning services do not include:

  • Biohazards (e.g., mold, blood, bodily fluids)

  • Animal waste

  • Pest infestations (e.g., insects, rodents)

  • Heavy scrubbing of walls and doors

  • High-reach areas (e.g., vaulted ceilings, chandeliers) requiring ladders over two steps

  • Moving or lifting items over 25 lbs.

  • Hoarding or excessive clutter

 

3. Service Day

Arrival Window

We reserve a 2-hour arrival window for all appointments to accommodate routing and traffic. For example, if your appointment is scheduled for 11 AM, the cleaning technician may arrive between 11 AM and 1 PM.

Before and After Photos

We reserve the right to take before-and-after photos of cleaning areas to document the quality of our work. These photos are for internal use only and will not disclose your home’s privacy or location. We may ask to use the photos for marketing but will have you sign a revocable consent form.

Safety and Confidentiality

  • Please ensure that sharp objects, medical syringes, firearms, and illegal substances are stored safely before the cleaning appointment.

  • If our technicians encounter unsafe or hazardous conditions, we reserve the right to discontinue service until the environment is safe.

Damages

In the rare event of damage to your property:

Claims submitted after 24 hours will not be accommodated.

Unfair Solicitation Agreement

To protect our team, customers agree not to hire or solicit our cleaning technicians for private work for one year following service termination. A $2,500 fee will be assessed for any breach of this agreement.

4. Post-Service Follow-Up

Cleaning Guarantee and Complaints

We strive to provide high-quality cleaning services. If you are unsatisfied with your service, please notify us within 24 hours to request a re-clean or report a complaint.

To file a complaint, email us at planosparklescleaning@gmail.com with:

  • Your full name

  • Service address

  • Contact information

  • Service date

  • A detailed description of the issue (include photos or videos, if applicable).

Refunds are not provided without an inspection by a supervisor or manager to assess the issue.

Liability and Risk

By booking our services, you acknowledge and agree to the following:

  • You are responsible for providing accurate information about your home’s condition.

  • We are not liable for pre-existing conditions, fragile items, or risks inherent in cleaning specific areas.

  • Valuables should be secured before service.

Force Majeure

We are not liable for delays, interruptions, or cancellations caused by events beyond our control, such as severe weather, natural disasters, or public health emergencies.

Changes to Terms and Conditions

We reserve the right to update or modify these terms at any time. Changes will be communicated via our website or email and will take effect upon publication.

Contact Us

If you have any questions or need assistance, please contact us:

Plano Sparkles Cleaning Service

Plano, TX 75075
Phone: 469-238-6215
Email: planosparklescleaning@gmail.com

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