My Sparkle Squad – Terms & Conditions

1. Service Commitment

• All My Sparkle Squad cleaners are vetted, including proof of identity, proof of address, police checks (or equivalent), and relevant documentation before joining our team.
• For privacy reasons, vetting documents cannot be shared with clients.
• If your regular cleaner is unavailable due to illness or other reasons, we will do our best to provide a suitable replacement.
• All estimates are given in man-hours (e.g., 1 cleaner for 4 hours = 2 cleaners for 2 hours each).

2. Satisfaction Guarantee

• If you are unhappy with our work, notify us within 12 hours of the service.
• Once reviewed, if the work did not meet agreed expectations, we will return to complete the clean at no extra cost.

3. Payments & Late Fees

• Payment is due within 7 days of the invoice date.
• Late payments may incur a 10% p.a. interest charge and recovery costs, including legal or collection fees.

4. Cancellations

• Standard Service: 2 business days’ notice is required.
  • Less than 2 business days: 50% of the service fee will be charged.
  • Less than 1 business day: 100% of the service fee will be charged.
• Ongoing Service: 7 days’ notice is required to cancel ongoing bookings.
• Exceptions: Fees may be waived for genuine health emergencies (a medical certificate may be requested).
• Rescheduling within the same week may avoid cancellation fees.

5. Insurance & Liability

• Our team is fully covered with public liability and employer’s liability insurance.
• Wear & Tear: Normal deterioration over time (e.g., minor scuffs, fading, fraying) is not considered damage and is not covered.
• Damage: Harm caused by misuse, accidents, or lack of provided care instructions will be the client’s responsibility.

6. Access & Safety

• Clients must ensure cleaners have access to the property.
• If no access is granted and no notice is given, a 100% lock-out fee will apply.
• All pets must be safely restrained during cleaning for the safety of our team.
• Our cleaners will not use ladders beyond a safe working height or perform unsafe tasks.

7. Work Limitations

• Cleaners will not handle specialised cleaning for antiques, valuables, or delicate items without prior agreement.
• We do not clean vomit or faeces unless biohazard cleaning has been specifically booked.

8. Photography

• Before and after photos may be taken for quality control, safety documentation, and training purposes.

9. Client Responsibilities
   To prepare for your clean:

• Remove clutter (e.g., dishes, toys, laundry).
• Secure pets in a safe space.
• Provide access instructions or be present at the scheduled time.
• Leave out clean linens if bed changes are required.

10. Our Promise

• If we ever miss the mark, simply notify us within 12 hours. We’ll return to put things right—because at My Sparkle Squad, your satisfaction comes first.