Questions? Look here.
How does Sparkly Maids work?
Sparkly Maids is a cleaning company that has provided an easy way to book, schedule, and manage all your cleaning appointments online. Our cleaners are insured and bonded and trained to deliver on Sparkly Maids’ 50-Point Checklist.
Ready to relax? You can book here. Once you have booked our services, we will send one of our cleaning professionals to make your space sparkle
Do the cleaning professionals go through background checks?
We make sure to only hire cleaners with the utmost professionalism, clean abstract, and that are dependable. We understand it takes a lot to trust someone with your house so we do absolutely everything we can to put your mind at ease. We run local, state, and national background checks on every staff member during the interview and vetting process.
Does someone need to be present?
Whether you’re at home during your cleaning appointment is up to you! When you make a booking, you’ll be prompted to give us entry instructions. If you have a doorman or would like to leave a key somewhere or with someone, just please let us know before your scheduled appointment on how you would prefer for us to access your home. You can add detailed instructions on your account online or simply let us know by email, phone, or online chat. Also, feel free to stick around during the clean. Whatever you’re most comfortable with. After all, we are here to serve you.
In any case, please don’t forget about your appointments. We’ll remind you with an email and text message three days and the day before our arrival, but if the cleaner can’t get in the door by following your entry instructions, or if you weren’t at home when you said you would be, you’ll be assessed a lock-out fee.
Are you insured and bonded?
Yes, Sparkly Maids is insured and bonded. We understand that it is a privilege to be in your home, and we are always careful. In the unlikely event that an object is damaged, please notify us within 48 hours of when the appointment is completed either by email firstname.lastname@example.org or by calling us and/or texting us at (214) 903-0014.
Are Sparkly Maids pet safe?
The founders of Sparkly Maids all have pets! We love animals, but they will not always like us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home. You can leave detailed pet instructions during the online scheduling process as well.
Do I need to provide cleaning supplies?
We use and provide environmentally friendly supplies and nearly all equipment required for cleaning your apartment, with a few exceptions.
We do not provide:
- Toilet brush; or
- Specialty products, including, but not limited to:
- Wood cleaner;
- Bleach; or
- Stainless steel cleaner.
We are happy to use these items, if provided by you, and left out in clear view for our cleaning staff and accompanied by directions on their use.
What if I dont have a mop, bucket, or vacuum?
Our cleaners bring a travel wet/dry mop that will be used on non-carpeted areas. We also provide our own vacuum cleaner.
What if I just had renovation work done?
We provide a customized post-construction clean for these types of situations.
Please contact us at (214) 903-0014 or email email@example.com to coordinate this and receive pricing information.
Can I give specific instructions to the cleaners and ask for speacial requests?
Yes, special instructions can be left for the cleaning professional when you schedule your appointment online. After the clean is complete, you can rate your MyClean experience and provide feedback submitting to firstname.lastname@example.org
What is the Sparkly Guarantee?
If you’re not content with your cleaning, we will come out and re-clean (within a 72-hour window). Please give us a 24-hour notice after we had serviced your home.
How to request a reclean?
Customers can request a reclean either emailing email@example.com — as long as the appointment was completed within the past 24-hours.
Please include as many details as possible with pictures.
The reclean appointment must be scheduled and completed within 72 hours of contact.
How many recleans can be booked using the Sparkly Guarantee?
There is no specific limit on how many recleans a customer can receive. We want to ensure fair use of the benefit and guarantee a great experience every time. With that said, we reserve the right to require additional time and budget for future cleans and/or void the guarantee for future cleans (if requested excessively)
What is and is not eligible for a Sparkly Guarantee?
Appointments completed within the past 24 hours are eligible for the Sparkly Guarantee.
- Appointments completed more than 24 hours ago
- Items not included on 50+ Point Checklist
- Free cleans
- Homes not in standard condition (e.g. biohazards, hoarding, etc.)
- Extra services not booked for original appointment
- Post-construction/post-renovation cleans
- Move-out cleans
How do I pay for my cleaning?
We accept all major credit and debit cards with a MasterCard, Visa, Discover Network, American Express logo.
We do not accept cash payments or checks. Tips may be given in cash form or added to the card (optional).
What is your Cancellation Policy?
Your appointments are very important to the Sparkly Maids team. Appointment times are reserved exclusively and respectively for you. We understand that sometimes, schedule changes are necessary. Therefore, we respectfully request at least 48-hour notice for cancellations or rescheduling of appointments. You may cancel via our online customer portal or notice may be given to us by email, phone, or text (SMS).
- Any appointment missed, late canceled, no show, and/or lockout without a 48-hour notice will result in a 100% late-cancellation amount of your agreed rate.
- Any appointment rescheduled without a 48-hour notice will result in a $49 late-rescheduling fee (applies to basic cleans, deep cleans, and move-out/in only)
- Any specialty jobs such as commercial, office, post-construction/post-renovation (residential or commercial), and/or covid disinfecting, late canceled, no show, and/or lockout without a 48-hour notice will result in a 50% late cancellation charge of the agreed rate or a 15% late-rescheduling fee.
- We understand that on post-construction/post-renovation jobs the timing can vary, and it can be out of your control, which is why we will work with you to avoid and/or even waive those fees.
The weather in Texas gets hot! Please read carefully:
- We provide decent working conditions for our teams, if the weather is over 90 Fahrenheit outside and there is no electricity at the property, we will not work under those conditions.
- We can reschedule or cancel your appointment, but we will charge a full cancellation fee of 100% or a $49 rescheduling fee.
As a courtesy, your appointments are confirmed electronically 3-days and the day before your scheduled appointment by email and text messaging from our online appointment scheduling software because we know how easy it is to forget an appointment you booked months ago. From this confirmation email, you have the option of the following without a charge:
- Email us at firstname.lastname@example.org or respond to the email confirmation\reminder you had received.
- Reschedule, change, or cancel your appointment from your online account; www.sparklymaids.com/login
- Start a live chat from our website
- Call/text our office number; (214) 903-0014
Please understand that it is your responsibility to remember your appointment dates and times to prevent any missed appointments, which result in a cancellation fee. Not receiving an electronic notification of your appointments from us the day before is not sufficient reason to miss an appointment if the original confirmation notification was received timely.
Emergency absences will be considered on an individual basis by Sparkly Maids. You may request not to be charged for the late canceled session in writing within 7 days if you feel such action is warranted. Sparkly Maids will decide to honor your request on a case-by-case basis and will respond to you in writing within 7 days.
The 48-hour cancellation policy gives us time to inform our waitlist clients of any availability, as well as keeping our staff schedules filled, thus better serving everyone. Sparkly Maids, LLC policies are presented and provided in the best quality and tradition of excellent service for our established and future clientele. Thank you for viewing and supporting our 48-hour cancellation and rescheduling policy criteria!
When does my card get charged?
All cards are processed after your scheduled appointment. You will receive an automated email with the transaction summary to notify you when and how much your card was charged.
Before your scheduled cleaning service, we will automatically pre-authorize your card. This activity is not a charge but a pre-authorization to verify a sufficient balance. This also allows us enough time to call you and fix any discrepancies before we arrive (depending on the bank this could show up as a pending charge). If there is an issue with the billing and we are unable to update your payment information, we will not be able to send a cleaning team to your home.
How do I update my billing information?
To switch your billing information, simply log into our online portal using your username and password and edit your billing information in the “Settings” section of the website.
Is my billing information kept safe and secure?
Our website has an SSL certificate which is required to process electronic payments. Credit card transactions are processed by Stripe and