When you book a cleaning service with Ultimate Sparkle Cleaning LLC, you must accept the general terms and conditions listed below.

Scope of Work

Our cleaning packages are priced using a business-developed algorithm to determine pricing. Each package includes a list of tasks that our cleaners will complete when they arrive at your home. This pricing has been created based on the time it takes our cleaners to clean an average home. Our services are also priced with the understanding that the customer’s home is maintained and kept to a reasonable level of cleanliness.

In the event that we are not able to visit your home prior to a cleaning to verify the condition or size of your home, we rely on you to provide us with accurate information regarding the condition and size of your home. Our cleaning services are based on the list of tasks to be completed during a cleaning as determined at the time of your booking. This list of tasks is referred to as the “scope of work”.

If a cleaner arrives at your home and it does not meet these reasonable expectations (if your home is dirtier or larger than expected), we will contact you to review the options with you for the scheduled cleaning service. This could include extending the length of the cleaning or reducing the amount of tasks to be completed during your cleaning.

Customer Responsibilities

We ask that you provide our cleaners with a safe and smoke-free environment. Please review the customer responsibilities below.

Clutter - To ensure your cleaning service goes as smoothly as possible, make sure that your home is clutter-free before the cleaning. If a house contains clutter, we will move the clutter into a pile before cleaning. If the clutter cannot be picked up in less than a minute, this is beyond the scope of our services. Your cleaning services may be rescheduled or the length of the cleaning may be extended. In the event that an abundance of clutter is found in your home, we will contact you immediately to discuss the options available for your scheduled cleaning.

Hazards - You are responsible for making sure that your home does not contain hazards that could injure or endanger our cleaners.

• All electrical equipment should be safe to use.
• There should be no exposed electrical wiring.
• The cleaner will not clean hazardous materials including vomit, blood, urine, feces, black mold, drug paraphernalia, or any other hazardous substance.

Pets - When we clean your home, we need you to make sure that your pet is safe and away from the area. You are responsible for restraining or removing your pets prior to cleaning. When our cleaner arrives at your home, they will not clean a room or area unless your pet is in a crate, cage, or outside of the home. Ultimate Sparkle Cleaning Service will not be held liable for any issues related to your pets. Please discuss any pets with us prior to your first scheduled cleaning.

Smoking - We ask that you don’t smoke during the time of your cleaning. If you are a smoker, don’t smoke in the home or around our cleaners while they are working. The cleaner has the right to cancel your cleaning services if smoking occurs during the cleaning.

Moving Furniture - Our cleaners do not move heavy furniture or appliances such as beds, refrigerators, washers, and dryers. We may move light furniture such as a side table, but this will be done at the discretion of the cleaner. Moving heavy furniture is beyond the scope of our services. We will clean visible areas, but cannot move furniture or appliances to clean underneath or behind areas that are not visible.

Alarm Systems and Security - If your home is secured with an alarm system, please let us know how you would like us to enter your home before our cleaners arrive. If possible, provide our cleaners with instructions or a security code to use when entering your home. You are responsible for providing us with instructions on using your alarm system prior to our arrival at your home. Our cleaners will not be responsible for allowing visitors, workers, or family into your home while they are cleaning your home or business.

Firearms - For the safety of our cleaners, we ask that you store any firearms in a locked area before their arrival at your home. Our cleaners will not be responsible for cleaning a room that contains a visible firearm or a gun placed under a mattress, or pillow, or not secured in a locked area.

Cleaning Supplies - Ultimate Sparkle Cleaning LLC offers a variety of cleaning services. We use our own equipment and cleaning supplies. If you prefer that we use a specific product to clean your home, you can provide it to our cleaners with instructions on how to use it. However, we will not be held responsible for any damages caused by cleaning supplies provided by the customer.

Cancelation and Late Fees

Except in certain circumstances left to the discretion of the owner of Ultimate Sparkle Cleaning LLC., we require customers to give us 48 hours' notice if they need to cancel or reschedule their booking. If the customer cancels or reschedules within 48 hours of their booking, we charge them a 50% cancellation fee.

If a scheduled clean is canceled on the day of service, or the Cleaner arrives at the home and is unable to clean it (for example, they aren’t able to enter the home), you will be charged a 100% cancellation fee.

Our cleaners will not clean a home that has the utilities turned off, or if they encounter anything that could be hazardous to the cleaner such as mold, hazardous materials, excessive clutter, or hoarding. If our cleaners arrive at your home and cannot clean your home for any of these reasons, you will be charged a 100% percent cancellation fee and your service time will need to be rescheduled.

Refunds

At Ultimate Sparkle Cleaning LLC, we take pride in offering the best cleaning services in West Michigan. We offer a 100 percent guarantee of all of our cleaning services. When our Cleaner leaves your home, we want you to be 100 percent satisfied with the cleanliness of your home. If you are not satisfied for any reason, we will schedule a re-clean for you. We do not issue refunds, but we will gladly reschedule a re-clean. All complaints must be filed within 24 hours with photographs of the specific issue to be rectified.

Limitations on Services & Liability

Ultimate Sparkle Cleaning LLC reserves the right to cancel any cleaning services at any time.

Our cleaning team is committed to providing responsible care when cleaning your home. Ultimate Sparkle Cleaning LLC and its cleaners are not responsible for damage to your property, including normal “wear and tear” such as rug or carpet snags, or damage to televisions or artwork that has not been properly installed.

If you notice any damages after a cleaning, it is your responsibility to notify us within 24 hours with the following information: name and address of the customer, damage to the home, and time of the cleaning. We will file an insurance claim once we are notified.

Limitations on Cleaner’s Responsibilities (but are not limited to):

Carpet and Rug Snags - Carpet and rug snags often occur from normal wear and tear. Our cleaners will avoid vacuuming areas with frayed edges, but will not be responsible for damage to carpets or rugs from normal “wear and tear” such as from vacuuming.

Broken Blinds - If our cleaners dust or clean your blinds, there is a risk that the blinds might break. Regular daily exposure to sunlight, aging, and normal “wear and tear” can cause blinds to break. Our cleaners will not be responsible for normal “wear and tear” damage to a customer’s blinds.

Improperly Secured Televisions, Pictures, Decorations, or Mirrors - The Customer is responsible for securely fastening wall-mounted items to the wall. This includes televisions, pictures, mirrors, and artwork. Properly mounted items should not fall when they are dusted or cleaned. We will not be held liable for items broken or damaged due to televisions, pictures, wall art, or any other item that has not been properly secured.

Artwork, Collectors Items, and Family Heirlooms - Any items of value such as sentimental items, art, collector items, family heirlooms, or valuable items over $200 must be disclosed to Ultimate Sparkle Cleaning LLC prior to the time of service. As these items may be expensive or irreplaceable, our cleaners will not be responsible for cleaning these items. Ultimate Sparkle Cleaning LLC will not be responsible for damages to any non-disclosed items of value. It is your responsibility to inform us of any such items before we arrive at your home.

Woodwork or Furniture Requiring Special Care - Certain furniture requires special care. For example, unfinished furniture or vintage furniture may require special cleaning products and care. It is the customer’s responsibility to inform us of any furniture or items that require special care or cleaning supplies. Please inform us of any items that require special care at the time of your booking.

Moving Furniture - Our cleaners do not move heavy furniture or appliances. They will clean around or underneath areas that can be reached without moving furniture. Our cleaners may move light furniture such as chairs or side tables. However, it is the customer’s responsibility to have furniture glides on light furniture. If flooring is damaged due to a lack of scratch covers or glides, we will not be liable for the damages.

Use of Step Ladders - Our cleaners may use 3-step ladders during cleaning services to reach windows, ceiling fans, and the tops of shelves. Our cleaners will not clean areas that cannot be reached using a ladder taller than 3 steps.

Electricity and Water - We can’t clean a home without water or electricity. If your utilities are turned off during the time of service, you can reschedule your cleaning. This must be done at least 48 hours in advance. If we arrive at your home and the utilities are off, your cleaning will be canceled and you will be charged a 100 percent cancellation fee.

Animal Feces, Urine, and Hazardous Materials - The health and safety of our cleaners is a priority. If our cleaners arrive at a home that they feel is hazardous, they have the right to cancel the cleaning services. Hazardous materials include: vomit, blood, animal feces, urine, black mold, or any other hazardous material. If cleaning services are cancelled, the customer will be charged a 100 percent cancellation fee.

Payment for Services

Payment is required on the day of services. When a Customer makes a booking for cleaning services, payment must be processed on the day of the scheduled cleaning.