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HOW CAN WE HELP

We’ve made Sparkle & Shine as quick and easy to use as possible, however sometimes a bit more detail is required.
Check here to see if you questions have been answered.

TL;DR OR (FAQ’S IN A NUTSHELL)

Tips for creating a happy Sparkle & Shine experience

  • What should you expect? – Your Sparkle & Shine cleaning professional will complete the tasks on the Standard Cleaning Checklist.
  • What’s important to you? – It’s our goal to delight. Please specify any special preferences or instructions in the Notes section of the ‘Upcoming Appointments’ tab in your Sparkle & Shine account.
  • Help us help you! – Clear surfaces so we can spend less time organising, and more time cleaning.
  • Not home? – Provide specific entry instructions to avoid lock-out fees.
  • Prefer privacy? – If you prefer that your cleaning professional does not enter or clean certain rooms in your home, please let us know in your appointment Notes, or leave a note on the door.
  • For ultimate protection and peace of mind: We recommend securing or removing any valuable or personal items prior to your appointment. Please be advised that our policy does not cover theft or missing items.
  • Need to reschedule or cancel? – Last minute cancellations and reschedules cause our cleaning professionals to lose valuable work hours. If you need to cancel or reschedule, please do so at least 24 hours in advance to avoid cancellation fees.
  • A friendly reminder: On the rare occasion your cleaning professional is running late, please allow up to 30 minutes for their arrival. You will only ever be charged for the duration that the cleaning professional was present in your home.
  • Help us help you! – Clear surfaces so we can spend less time organising, and more time cleaning.

Booking a Clean

How do I make a booking?

Do I have to Book Online?

Do I need to enter my card details to book?

Do you offer discounts for regular customers?

What services do you provide?

Can I request a specific cleaner?

Can I book someone to do a regular clean?

Can I book for any time?

Can I make special requests?

About Your Booking

What happens after I’ve made a booking?

How do I know what’s been cleaned?

How do I change or cancel my booking?

What happens if something goes wrong during my appointment?

What is your satisfaction guarantee policy?

What is a deep clean?

Will I get the same cleaning team every time if I book a regular clean?

Can you provide a replacement cleaner if my cleaner goes on holiday?

On the day of your clean

What time will the cleaners arrive?

How many cleaners do you send?

Do your cleaners bring their own supplies?

Do I need to be home for my booking?

Can I leave my keys with my cleaner?

Urgent Issues

What should I do if my cleaner is late?

What should I do if my cleaner doesn't turn up?

What if I cannot locate my items after a cleaning?

What should I do if something is damaged?

What should I do if I need to cancel?

Billing & Payment

What forms of payment do you accept?

How do I redeem a discount code or voucher?

How do I pay?

Is cash payment possible?

When will my card be charged?

Is my card payment secure?

Will I be charged if I cancel my booking?

Trust & Security

Do you have insurance?

How much insurance do you have?

Are your cleaners insured?

Can I trust my cleaning professional?

Do your cleaning professionals go through a background check?