Policies and Terms of Service I Sparkle Spartans

Secured Information and Privacy

Sparkle Spartans is steadfastly committed to protecting the privacy and confidentiality of our clients. We recognize the trust you place in us by inviting our team into your home, and we honor that trust by adhering to the highest standards of discretion. Neither Sparkle Spartans nor our employees will disclose your personal information, including, but not limited to, your name, address, contact details, or any observations made during our service visits, to any third party without your explicit consent or unless mandated by law.

Our staff undergoes comprehensive training to perform their duties with professionalism and integrity, ensuring your privacy is safeguarded at all times. Confidentiality is a cornerstone of the exceptional service we provide, and we take every precaution to respect your personal information and the sanctity of your home environment. Should you have questions, concerns, or specific preferences regarding our privacy practices, please contact our office. Your peace of mind is our priority, and we are dedicated to fostering trust in every interaction.

Invoicing & Payments

Sparkle Spartans aims to provide a seamless and accommodating billing experience. We accept payments via electronic transfer (e-transfer), cash, or company-issued gift certificates, offering flexibility to suit your preferences. Payment is due upon completion of each cleaning service or receipt of an invoice, unless prior arrangements have been explicitly agreed upon with our office. To ensure operational consistency, we maintain a strict “No Payment, No Clean” policy, reserving the right to withhold service if payment is not received at the time of cleaning or if an outstanding balance remains, absent prior discussion. First-time clients or those booking one-time cleanings may be required to prepay to secure their appointment.

For cash payments, we request that you place the exact amount in an envelope labeled “Sparkle Spartans” and leave it in a previously designated area for our team to collect upon service completion, ensuring a secure and efficient transaction. Timely payment is essential to uninterrupted service; failure to remit payment within a reasonable timeframe may result in service suspension until the account is current. Persistent delays or non-payment may lead to service termination at our discretion. We aim to maintain a professional and respectful partnership and invite you to contact our office to discuss payment options tailored to your needs. Thank you for supporting this policy, which enables us to deliver exceptional cleaning services consistently.

Policy on Cancellations

We understand that unforeseen circumstances may necessitate changes to your scheduled cleaning. To balance flexibility with operational efficiency, we request a minimum of 48 hours’ notice for cancellations, skips, or rescheduling requests. This allows us to reallocate resources and reassign your cleaner to another appointment, minimizing disruption to our team’s schedule.

Cancellations with less than 48 hours’ notice will incur a fee of 50% of the scheduled cleaning cost to compensate for the lost booking opportunity. If notice is provided within 24 hours of the appointment, or if our team arrives and cannot access your home due to a lockout, the full cleaning fee will apply. Please direct all cancellation or rescheduling requests exclusively to your cleaning coordinator Jennifer, rather than discussing them with your assigned cleaner, to ensure proper handling.

To terminate service permanently, we kindly request written notice via text to (403) 559-6860 or email to info@sparklespartans.ca, addressed to Jennifer. If service is discontinued for over one month, reinstatement will be subject to our current full hourly rates at that time, not prior pricing. Our goal is to maintain transparency and fairness while delivering exceptional service. Contact Jennifer with any questions or for assistance with this policy.

Service Appreciation

At Sparkle Spartans, we prioritize delivering outstanding service, and tipping is neither required nor expected. However, we appreciate that gratuities can be a meaningful way to recognize our team’s dedication. If you choose to show appreciation, non-monetary gestures, such as a handwritten note or kind words, are equally valued by our staff. Your satisfaction is our primary goal, and any acknowledgment you offer is received with gratitude.

Should you opt to tip, please separate it from your regular payment to avoid confusion. Place the gratuity outside the sealed payment envelope with a note indicating it is intended for the team. We are committed to fostering a positive client relationship and thank you for considering our staff’s efforts in a manner that feels right for you. Contact our office with any questions or for further assistance.

Entry Keys and Passcodes

At Sparkle Spartans, we deeply value the trust that approximately 90% of our clients extend to us by entrusting us with a key or security passcode to their home or office. To uphold this responsibility, we enforce rigorous security protocols. Keys and passcodes in our possession are never linked to identifying information, ensuring minimal risk and safeguarding your privacy. Upon termination of service, all keys are returned promptly; however, for security purposes, we do not return them via mail. We invite you to contact our office by phone, text, or email to schedule a convenient time for in-person pickup or arrange a secure drop-off.

For clients who prefer not to provide a key or security passcode, options include leaving a door unlocked or designating a secure location for a spare key or code. While we strive to accommodate these preferences, please note that you assume full responsibility for any risks, such as damage or theft, arising from unsecured access. Sparkle Spartans cannot guarantee exclusive access to your property during cleaning and is not liable for incidents related to these arrangements. Our goal is to deliver dependable service while prioritizing your peace of mind. Please reach out with any questions regarding this policy.

Scheduled Arrival / Time Of Entry

Our standard operating hours are Monday through Saturday, 9:00 AM to 5:00 PM, and Sunday, 12:00 PM to 5:00 PM. While we strive to accommodate your schedule, precise arrival times, except for first appointments of the day, cannot be guaranteed due to variables like cancellations, lockouts, weather, or additional service requests. We provide a 1-2 hour estimated arrival window and maintain open communication to meet your expectations.

For seamless access, we recommend entrusting a key or passcode to Jennifer, our cleaning coordinator, eliminating the need for your presence. If you prefer to grant access personally, please be available during the estimated window. Failure to provide access may incur a cancellation fee per our Cancellation Policy. Evening slots may be available upon request, subject to scheduling. Contact Jennifer to discuss the best access solution for your home or business.

Safety Monitoring Systems

We respect your use of security systems and aim to integrate our services seamlessly with your protocols. If your home has an alarm, please inform us of your preferred management method. You need not disarm it; we suggest obtaining a unique access code from your provider to share securely with our office, enabling entry without compromising security. Our trained staff adheres strictly to all access procedures, reflecting our commitment to your property’s safety.

Upon arrival, we lock the door and maintain security throughout the visit, prohibiting entry to unrecognized individuals. We ask that you not rely on our team to admit others, as this exceeds our scope and may affect security. Contact us to discuss your alarm system needs or provide access details, ensuring a safe and professional experience.

Domestic Animals

We cherish your pets as part of your household or workplace and aim to work harmoniously with them. If a pet’s behavior, such as fear of vacuums or aggression, impedes our work, we may suggest relocating them to an area like a garage or kennel during cleaning to ensure safety and efficiency.

Our services do not include cleaning pet droppings or maintaining litter boxes, which remain your responsibility prior to our arrival. We strive to accommodate your pets while delivering exceptional service. Contact us with specific pet-related concerns to customize our approach to your home’s needs.

Attention Disruptions

To provide thorough cleaning, our team requires uninterrupted access to designated areas. While we welcome clear instructions, we request that excessive socializing with staff be minimized to maintain focus and efficiency. Prolonged conversations beyond necessary guidance may affect service quality and timing.

For safety, we cannot assume liability for injuries to others during our work. To prevent hazards, such as tripping over equipment, we ask that you, family members, employees, and pets avoid rooms where cleaning is in progress, returning only after completion. Your cooperation ensures a safe and effective cleaning experience. Contact us with any questions about this policy.

Everyday Erosion / Natural Depreciation

In the environments where we work, such as small businesses and offices, natural wear and tear is inevitable over time. This can impact areas like baseboards, flooring, grout, restrooms, and window tracks. At Sparkle Spartans, we are committed to providing top-tier cleaning services; however, pre-existing conditions may affect the outcome, with some surfaces requiring multiple visits or potentially not returning to their original condition.

Excessive buildup on flooring, blinds, or similar fixtures may necessitate specialized cleaning beyond our standard offerings, and in such cases, we recommend discussing further options with our cleaning coordinator Jennifer. We are not responsible for surfaces that remain imperfect due to prior wear, but our goal is to significantly improve the cleanliness and presentation of your office or business space. Please feel free to discuss any specific concerns for further clarification.

Release of Liability

We are happy to clean valuable or sentimental items, such as those in trophy showcases or accolades shelves, upon request. However, due to the delicate nature of such items, you agree to release Sparkle Spartans and our employees from liability for any damage occurring during cleaning. You assume responsibility for any repair or replacement costs, even if caused by our staff. We handle all tasks with care, but transparency about these risks ensures mutual understanding. Contact Jennifer to discuss instructions or concerns before service.

24 Hour Guarantee and Refunds

Customer satisfaction is our top priority. Should you have valid concerns regarding your cleaning service, please contact us within 24 hours of completion. We will gladly re-clean specific areas at no additional charge within this period; however, monetary refunds are not available. Gift certificate purchases are final and non-refundable. Our commitment lies in addressing issues through service rather than financial compensation. For assistance or to schedule a follow-up, please reach out to Jennifer.

Gift Certificates

Our gift certificates present a sophisticated and thoughtful way to share the exceptional quality of our services with colleagues, clients, or loved ones. They are fully customizable to any denomination, offering flexibility to suit your gifting needs. To purchase, inquire about options, or discuss personalization, please contact our office directly. Jen, our cleaning coordinator, will provide expert assistance in tailoring the perfect gift, ensuring a seamless and professional experience from start to finish. Whether for a special occasion or a gesture of appreciation, our gift certificates reflect our commitment to excellence in service.

Solicitation of Employees

We respectfully request that you refrain from soliciting our staff for private employment or services outside of Sparkle Spartans. This policy is in place to safeguard the integrity of our operations and maintain a professional, cohesive team dedicated to delivering exceptional service to all clients. Any violation of this policy will result in the immediate termination of our services and will preclude you from engaging our company for future assistance. Your cooperation is essential to ensuring that we can continue to provide consistent, high-quality support through our trained and committed personnel. Should you have any questions or require clarification regarding this policy, please feel free to contact our office, where a member of our team will be happy to assist you promptly and professionally.

Restrictions and Notices

At Sparkle Spartans, we prioritize the safety of our employees while providing exceptional cleaning services tailored to small businesses and office environments. To ensure their well being, our staff are restricted from climbing beyond a two-step ladder, lifting items exceeding 35 pounds, or managing biohazards such as vomit or excrement. Please note that exterior window washing is not included in our offerings, as our focus remains on creating pristine indoor workspaces. For thorough cleaning behind large appliances or furniture, we kindly ask that you relocate these items prior to our arrival.

Additionally, in the interest of safety, our team reserves the right to exit any situation deemed hazardous, such as encounters with aggressive animals, without compromising the requirement for full payment upon service completion. Our goal is to deliver reliable, high-quality cleaning solutions that enhance your small business or office while maintaining a safe and professional environment for all. For questions or to discuss your specific cleaning needs, please contact our office, where our dedicated team is ready to assist you in customizing a service plan that meets your expectations.

Overdue Accounts / Collections

We are committed to supporting small businesses and office environments with exceptional cleaning services while maintaining clear and professional financial practices. In the event that payment for past-due invoices remains unresolved, we reserve the right, as a final measure, to refer the account to a credit bureau. Our preference is to address payment matters collaboratively and avoid such steps if at all possible.

We strongly encourage you to reach out to our office promptly if you encounter any difficulties with payment, as our goal is to resolve issues directly with you in a fair and amicable manner. By fostering open communication, we aim to preserve the trust and partnership we build with our small business and office clients, ensuring your workspace remains pristine without added stress. For assistance with payment plans, invoice inquiries, or to discuss your account, please contact our dedicated team, who are here to support your needs with professionalism and understanding.

Referral Program

we deeply value the trust that small businesses and office clients place in us for their cleaning needs, and we’re excited to offer a referral program designed to reward your loyalty. When you refer a new client to us, you’ll receive one hour of complimentary cleaning credited to your next invoice, applied after the referred client completes their first paid service. There’s no cap on the rewards you can earn, refer as many new clients as you’d like and enjoy the benefits of sharing our top-tier cleaning services tailored for small business and office environments.

To get started, simply contact us with your referral details, and we’ll handle the rest, ensuring both you and your network experience the exceptional standards that define Sparkle Spartans. We sincerely appreciate your choice to partner with us in maintaining a spotless, professional workspace.

For questions, assistance, or to submit a referral, please reach out to Jennifer at info@sparklespartans.ca or call (403) 559-6860. Our team is eager to continue serving you with dedication and excellence, enhancing your office space one clean at a time.