Questions? Look here.

General
How does Sparkly Maids work?

We clean. You relax.

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

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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 [email protected] 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.

Cleaning
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.
    • Paint remover

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 protected] 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 [email protected]

Sparkly  Guarantee
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 48-hour notice after we had serviced your home.  If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.

How to request a reclean?

Customers can request a reclean either by emailing [email protected] or by phone (214) 903-0014 as long as the appointment was completed within the past 48 hours. The reclean appointment must be scheduled and completed within 72 hours of contact.

Please let us know where we fell short. Our customer service team will respond promptly.

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 48 hours are eligible for the Sparkly Guarantee.

Not Eligible:

  • Appointments completed more than 48 hours ago
  • Items not included on 50+ Point Checklist
  • Free cleans
  • Recleans
  • 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
Billing & Payment
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.  They are reserved, especially for you.  We understand that sometimes, schedule changes are necessary.  Therefore, we respectfully request at least 24-hour notice for cancellations or rescheduling of appointments.  

Any appointment missed, late canceled, or changed without 24-hour notice will result in a $50 charge. We assess a $50 cancellation fee to appointments canceled under 24-hours from their scheduled time unless that clean is a specialty clean. For example, if your scheduled appointment was specialty cleans (including but not limited to post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments canceled without the 24-hour notice.

As a courtesy, your appointments are confirmed electronically three 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:

  • confirm your appointment from the link provided in the email;
  • reschedule/change/modify your appointment from your online account;
  • cancel your appointment from your online account;
  • respond back by email with any changes or issues;
  • call/text our office number which is provided in the email for customer service;
  • start a Live Chat from the website for customer service.

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 make the decision to honor your request on a case-by-case basis and will respond back to you in writing within 7 days.

The 24-hour cancellation policy gives us time to inform our wait list 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 24-hour cancellation and rescheduling policy criteria!

When does my card get charged?

On the day of your scheduled cleaning, we will automatically place your card on hold. This activity is not a charge but a pre-authorization to verify an available balance (depending on the bank this could show up as charge).

Your card will be processed at 3pm (CST) on the day of the scheduled appointment. You will receive an automated email with the transaction summary to notify you when and how much your card was charged.

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 is layered on their own 256-bit security protocol. Also, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very, very seriously.