Satisfaction Guarantee

What does “satisfaction guaranteed” mean for Sparkly?
If you are unhappy with your cleaning, we will come back *free of charge to fix the things you are unhappy with. We are not perfect.

*Is it always free? 
As long as the fix is related to the scope of the cleaning and there are things to clean, it’s absolutely no charge. However, in the event the fix-up is outside the scope and / or there isn’t anything within the scope to clean, Sparkly will charge a trip free of $75 and potential further fees based on items cleaned outside the original agreement. To be honest, this part of the policy was based on a few clients admitting they agreed to the original cleaning only because of the intention of getting two cleanings for the price of one.

Are there stipulations / exclusions?
Yes.

01 You must notify Sparkly within 24 hours of the end of the cleaning
02 The unhappiness and the fixes must be related to the scope
03 Homes not in standard condition are excluded (hoarding, biohazard, etc.)
04 If there was unhappiness with things we can’t do or extra services not added on, we would not be able to come back

So, you’ll come back the same day?
Most likely not. Occasionally we might be able to come back the same day. However, it’s not guaranteed. What we will guarantee is we’ll remedy the situation by sending someone back at our first opening in the schedule.

How often can I use the Satisfaction Guarantee?
There is not a set limit. We want to provide a great experience and make things right when appropriate. Having everyone use the policy in a fair way ensures Sparkly can continue to offer it. In the rare event the policy is used excessively / abused, we reserve the right to require additional time and budget for future cleanings or void the policy on future cleanings as well.

We also have a “no bully” policy…
Sparkly is against bullying of all sorts. We do not bully clients and we do not accept clients who bully companies or people who work at companies.

Do you offer discounts or free cleanings instead?
No. The satisfaction we’re committing to is a clean home, not free cleanings.

But I paid a premium price and I want my money back?
Please do not hire us if you feel our rates are premium prices (also, please do not hire us if you enjoy berating people on the phone or via email – as mentioned, we have a no bully policy).

Having anyone feel like selecting Sparkly is a questionable financial decision is the last thing we want. If the cleaning price seems too steep, we encourage you to find a national competitor. Many franchises can offer introductory rates in exchange for a 12 month contract. We don’t believe in low introductory rates only to bait and switch you with a higher one. We also don’t believe in contracts. The Premium Cleaning is not a premium price. The Premium Cleaning involves services that are not included in the Standard Cleaning and is a “get to know you cleaning,” thus, taking more time in a home.

What if I don’t want you to come back?
If someone is disappointed with their cleaning, as members of the human race and fellow travelers on this journey of life, we’ll be equally disappointed to hear that. It unfortunately does not mean your cleaning is free. We’re not trying to be harsh about this. We’re just trying to be transparent. And, in the spirit of that transparency, we’ve encountered and discovered some people who hire a new cleaning company each month with no intent of paying from the beginning. This isn’t everyone and this is most likely not you. However, as a small and local business, we need to focus on the service we provide, and the service we provide is cleaning. So, if you truly are looking for a clean home, then please let us come back and take care of that for you. Everyone makes mistakes sometimes and everyone is human.

Hmmm, I don’t know what I think about this…
That’s okay. We want to be the right fit for the right people. Many of our customers who come to us have had poor experiences with cleaning companies. We also have had our fair share of experiences where we’ve been taken advantage of as a small business. The relationships that work best for us are ones that…

01 Are honest
02 Are nice
03 Understand the human factor
04 Are willing to let people make things right

Who do I need to contact?
Please contact the owners at Hello@SparklyCleaningService.com or call 414.581.1555.