Terms & Conditions
BOOKING & SCHEDULING
• All services must be booked in advance and are subject to availability.
• Appointment times are approximate; we do our best to arrive on time but allow a 30-minute window for traffic or unforeseen delays.
• If you need to reschedule or cancel, please provide at least 48 hours’ notice to avoid a cancellation fee.
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CANCELLATION AND SCHEDULE POLICY
In the event that the client needs to cancel, reschedule or skip a scheduled cleaning appointment, a written notice prior to their scheduled arrival window is required.
Notice should be given via text message. Should the client fail to provide a written notice prior to their scheduled arrival window client will be charged a $50 inconvenience fee, as well as the full price of their estimated quote. Should the cleaner be denied access to the residence upon arrival, client will be charged a lockout fee of $100, as well as the full price of their estimated total. Cancelling more than three (3) consecutive cleanings, without prior approval of the Cleaner, will be considered a breach of this contract, and the Cleaner may terminate this contract with zero (0) days notice. In the event that the Cleaner needs to cancel, reschedule or skip a cleaning, the Cleaner agrees to provide written notice 12 hours before their scheduled arrival window. If the Cleaner or a member of Sustainable Sparkle fails to provide a written notice of any schedule change prior to the arrival window, the client will be offered a 50% off discount on their next standard cleaning.
FEE'S & PAYMENTS​ & PREFERANCES
Extra Service fees - Client will be charged any fees as necessary for extra services the Cleaner is providing in order to work properly, such as, picking up items, doing dishes, folding laundry, etc.
Payment - Payment for cleaning must be made the day of cleaning, due as E-Transfer pay, Cash, or paid though website.
Failure to pay for cleaning on the day of service will result in a late fee of $50 per day until payment is made.
Flat-rate pricing - A flat rate price will be charged for all services, however, the condition of your home is accounted for.
Price Increase - We reserve the right to raise any rate/price as needed. Clients will be notified in advance of any price increase. Bi-Annual price reviews are implemented.
Scheduling Preferences - Any specific date, time or cleaning tech request is not guaranteed, but we will accommodate to the best of our ability.
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SERVICE LIMITATIONS
• For safety reasons, we do not move heavy furniture, clean areas higher than we can reach with a 2-step ladder, or handle biohazardous materials.
• We cannot guarantee the removal of stains, mold, or other deeply embedded dirt, but we’ll always do our best.
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HOME CONDITION & PRICING ADJUSTMENTS
• All quotes are estimates based on the information and/or photos provided by the client.
• If the condition of the home is significantly different from what was discussed, pricing may be adjusted to reflect the actual time and effort required.
• First-time or one-time cleans often require more time than regular maintenance cleans.
ECO FRIENDLY PRODUCTS
• Eco-friendly, handmade cleaning products are available upon request at no extra charge.
• If you have sensitivities or allergies, please let us know in advance so we can plan accordingly.
• If you request a specific product we do not carry we kindly ask that you provide that product.
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PETS
• Please secure pets during service for their safety and ours.
• Let us know if your pets are free-roaming so we can be mindful when entering and exiting.
SATISFACTION GUARENTEED
Re-Cleans - If you are unsatisfied with the quality of your clean, contact us and we will asses your concern. If applicable, the problem area will be re-cleaned free of charge. A re-clean request must be reported within 3 days of the initial service date.
Refunds - If you are not satisfied by the re-clean and the Cleaner is at fault, a partial refund according to circumstances will be offered. Full refunds are not available.
LIABLITY
• We are not responsible for pre-existing damage or normal wear and tear that may become visible during cleaning.
• Please notify us in advance of any fragile items or surfaces requiring special care.
Damages: The Client agrees to notify Sustainable Sparkle within 24 hours of service completion of any damages or issues with the cleaning service provided. Sustainable Sparkle will not be responsible for any claims of damages not reported within this timeframe.
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Addressing Breakage
Damage Report - Cleaner will fill out a damage report for the client to sign to acknowledge and assess the damage
Contact - Client must then contact us for repair/replacement within 7 days of the incident along with photo(s) of the damage
Review - The value of the item and the fault of the incident will then be taken into review. If the value is verifiable and the damage is due to negligence on behalf of the cleaner then the client will be reimbursed
Reimbursement - Items will be reimbursed up to $100 value per item, if the item will cost more than $100 to replace the client will receive a discount of $100 on their next clean in addition to the replacement of the damaged item. When appropriate we will pay to have the item repaired rather than reimbursing the cost of the item.
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INDEMNIFICATION AND RELEASE
The Cleaner agrees to take all necessary precautions to prevent injury to any persons or damage to the property during the term of this Agreement, Each party agrees to indemnify and hold the opposition harmless against any and all liability or damages without limitation.
The indemnification clause of this cleaning services contract shall survive the termination or conclusion of this agreement and shall remain in effect for a term of 12 months following conclusion or termination of this contract.
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GOVERNING LAW
Any and all legal manners related to this cleaning services contract shall be subject to jurisdiction in the Province of Alberta. The Parties agree that in the instance of a disagreement both parties will seek mediation from a neutral arbitrator before seeking remedy through a court of law. Should any single term of this contract be held as unenforceable or illegal, the term shall be replaced with a similarly enforceable term. Upon the replacement or cancellation of any term of this agreement, all remaining terms will remain in full effect.
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⸻ By booking a service with Sustainable Sparkle Cleaning Services, you acknowledge and agree to these terms and conditions.