At Simply Sparkling Housekeeping, we value your time and strive to provide exceptional service. This policy outlines the terms regarding bookings and cancellations to ensure smooth operations and mutual respect for schedules.
 

1. Booking Policy

• Bookings can be made via the enquiry form on our website.

• Submitting an enquiry form does not guarantee a booking. All bookings are subject to availability, and confirmation will be provided once your request has been processed.

• Changes to bookings, such as rescheduling or adding services, must be requested at least 48 hours before the scheduled service time and are subject to availability.

• For regular cleaning, the minimum booked time for the initial clean is approx. 4 hours to allow extra time to deep clean areas such as the shower. For initial clean pricing, please submit an enquiry. 

• Once your initial clean has been completed, I will be able to assess how long your regular clean will take, and curate a package that suits you and your family. 

• For one-off cleaning, the minimum booked time is 3 hours, although 4 is recommended. 
   

2. Cancellation and Rescheduling Policy

• I understand that unexpected situations may arise, and you may need to cancel or reschedule your booking.

• Cancellations made more than 24 hours before the scheduled service time can be done without any charge.

• Cancellations within 24 hours of the scheduled service time may incur a cancellation fee equivalent to 50% of the scheduled service fee.

• If I arrive at the property and am unable to gain access, I will wait up to 15 mins after contacting you to allow you time to return home and let me into the property. This may result in time taken out your scheduled time slot (ie. you've booked from 9am-12pm, and I cannot gain access until 9:15am, I will only be able to clean for 2¾ hours, and you will be charged the full fee). If you are unable to return home to allow access, this will be treated as a cancellation within 24 hours, and the cancellation fee will apply.

• Repeated last-minute cancellations may result in cancellation of your regular service and your time slot being offered to another client.

• I am a solo cleaner and also get sick from time to time. In the event that I become unwell and unable to clean, I will contact you as early as possible to notify you and will discuss rescheduling if possible. 

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3. How to Cancel or Reschedule

• To cancel or reschedule a booking, please contact us as soon as possible by phone (SMS preferred as I cannot always answer) on 0432 884 285 or via Facebook messenger.

• Ensure that you receive a confirmation of your cancellation or reschedule request to avoid any misunderstandings.
   

4. Exceptions to the Cancellation Policy

• Exceptional circumstances, such as emergencies, will be assessed on a case-by-case basis. We aim to remain understanding and flexible where possible.
   

5. Public Holiday Booking Policy

• If your regular cleaning day falls on a public holiday, where able, I will reschedule your clean to a standard working day.

• If rescheduling is not possible or does not suit, continuation of services on a public holiday will be considered on a case-by-case basis. Public holiday bookings will incur a 25% public holiday surcharge. I reserve the right to choose not to work on specific public holidays to spend time with my family.

• If continuation or rescheduling cannot be arranged, the clean will be skipped for that cycle.

• I appreciate your understanding and flexibility around public holidays.

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5. Weekend Booking Policy

• Weekend cleaning services may be offered on a very limited basis and are only available for one-off bookings. Regularly scheduled weekend cleaning is not available.

• Availability is subject to prior commitments. If you require a weekend clean, please contact me to discuss your needs, and I will do my best to accommodate your request where possible.

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6. Payment Policy

• Payment is required within 24 hours of the service being provided.

• Accepted payment method: Bank Transfer - bank details will be provided on the invoice.

• Late payments beyond 2 days may incur a $10 late fee per week, or part thereof until paid.

• If you are experiencing difficulty with payment, please don’t hesitate to reach out. I truly appreciate open communication and would much prefer a conversation than to be left waiting or unsure. (Please don’t be embarrassed, the cost of living is crazy right now, I understand that things come up from time to time.)

• Repeated late payments may result in cancellation of your regular service and your time slot being offered to another client.

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7. Timing

• The times provided are an estimate only. Some weeks may take a little longer or shorter depending on factors such as my physical capacity, warmer weather, or the need for a little extra attention in certain areas. Please note that your package rate is based on the overall service, not charged by the hour, although an average timeframe is taken into account.

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8. Limitations of Service

• This service does not include carpet cleaning, steam cleaning, guaranteed, permanent mould removal, pest control, or heavy furniture lifting.

• Delicate ornaments cannot be moved due to risk of breakage. If you have delicate ornaments that you need dusted under, please move them to a safe spot for the duration of your clean. 

• If additional cleaning services are required, such as a full oven clean, please provide at least 48 hours notice. Additional costs may be applied to your package price.

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9. Client Responsibilities

• Clients must ensure clear and safe access to the premises at the scheduled time.

10. Cleaning Supplies
 

• You do not need to provide any cleaning supplies. All cleaning products and equipment will be provided by Simply Sparkling Housekeeping.

 

11. Satisfaction Guarantee

• If you have any concerns with the service provided, please notify me within 24 hours, and I will do my best to address them promptly. Concerns addressed more than 24 hours after the clean may not be able to be addressed.

• If family are home during the clean, and areas are used/dirtied after cleaning, I cannot re-clean the area.

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12. Damage and Breakages

• Whilst all care is taken in your home, sometimes damages and breakages do occur. If this happens, we will take photos of the damage and notify you immediately to discuss replacement/repairs. We believe in honesty, and doing what is right.​

• If we notice any damage upon entering the home, we may take photos of the damage to ensure we are covered in the event of a fraudulent damage claim (please refer to our Privacy Policy).​

• Should you notice any damage that we have not contacted you about, please let us know within 24 hours of your service completion. We hold no responsibility for damage reported after this 24 hour time-frame. 

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13. Insurance

• I am fully insured through Allianz Insurance. A certificate of currency can be provided on request.

 

By booking our services, you acknowledge and agree to this policy. If you have any questions or concerns, please don’t hesitate to contact us.