Table of Contents
1. About Us
Sparkle Home Cleaning Ltd is a private limited company registered in England and Wales (Company No. 11739187) whose registered office is 109c Hartfield Road, London, SW19 3TJ.
We provide residential domestic cleaning services to private households.
You may contact us using the contact details provided on our website.
2. These Terms
2.1 These Terms and Conditions apply to the provision of residential cleaning services by Sparkle Home Cleaning Ltd (“we”, “us”, “our”) to you as a private individual (“you”, “your”).
2.2 By booking a service with us, you agree to be legally bound by these Terms.
2.3 These Terms apply only to residential domestic services and do not apply to commercial contracts.
2.4 Nothing in these Terms limits or excludes your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
3. Booking and Formation of Contract
3.1 A booking may be made via our website, by telephone, by email, or by any other method we make available.
3.2 A contract between you and us is formed when we confirm your booking in writing (including by email).
3.3 For regular cleaning services, your contract operates on a rolling 4-weekly basis.
3.4 You may terminate a regular service agreement by providing not less than 4 weeks’ written notice.
3.5 We may terminate or suspend regular services where operational circumstances make it impractical or impossible for us to continue providing the service, including where suitable personnel are unavailable.
3.6 Each one-off cleaning service forms a separate contract.
4. Your Legal Right to Cancel (Cooling-Off Period)
4.1 Where you book our services online, by telephone, or by email, consumer law gives you the right to cancel your booking within 14 days of making it. This is known as the “cooling-off period”.
4.2 Many of our services are scheduled to take place within this 14-day period. By choosing a service date that falls within 14 days of booking, you are expressly requesting that we reserve time and begin performance of the contract during the cooling-off period.
4.3 Once you have selected a service date within the 14-day period, you acknowledge that: (a) we will allocate staff and resources to your booking immediately; and (b) cancellation charges may apply if you cancel, in accordance with our Cancellation Policy in Section 7.
4.4 The cooling-off right does not prevent us from charging reasonable cancellation fees where you cancel a booked appointment for which time has been reserved.
4.5 Once the first cleaning visit has taken place, the service is considered to have commenced and the cooling-off right no longer applies to the ongoing arrangement. Any future cancellation of regular services must be made in accordance with the notice provisions set out in Section 3.4.
4.6 If you cancel after services have begun, you must pay for any services already provided.
4.7 To exercise your legal right to cancel within the cooling-off period (where applicable), you must notify us in writing.
5. Our Services
5.1 We provide residential domestic cleaning services tailored to your booking.
5.2 Services are scheduled for the date and time agreed at the time of booking. While we will use reasonable efforts to attend as arranged, we cannot guarantee the availability of any particular individual.
5.3 We reserve the right to assign appropriately qualified personnel to carry out the services.
5.4 All services are supplied with reasonable care and skill in accordance with the Consumer Rights Act 2015.
6. Prices and Payment
6.1 The price of the services will be as agreed at the time of booking.
6.2 Payment must be made in accordance with the instructions provided in your booking confirmation or invoice.
6.3 For regular cleaning services, charges are typically raised on a weekly basis and must be settled within 24 hours of the due date.
6.4 Where payment is not received when due, we reserve the right to suspend further services until the outstanding balance is cleared.
6.5 We may retry failed payments and will notify you if payment has not been successful.
6.6 We reserve the right to require an alternative method of payment where previous payments have failed.
Payment and Complaints
6.7 Payment obligations are separate from the complaints process. You are required to pay all amounts due in accordance with these Terms, regardless of any ongoing complaint or concern.
6.8 You may not withhold or delay payment of any undisputed amount without our prior written agreement.
6.9 Where a complaint is upheld, any agreed refund or adjustment will be processed separately in accordance with Section 10.
6.10 Where services are carried out by cleaners or service providers arranged through us, you remain responsible for payment of all charges relating to those services in accordance with these Terms.
6.11 We reserve the right to require valid payment details or payment arrangements to be provided before the commencement of services. Where such details are not provided, we may decline to begin or continue the service.
7. Cancellation and Rescheduling
Definition
7.1 A “working day” means Monday to Friday excluding public holidays in England.
One-Off Cleaning Services
7.2 Cancellation charges for one-off services are:
• Up to 3 working days before the scheduled date and time – no charge
• Up to 2 working days before – 40% of the service price
• Up to 1 working day before – 70% of the service price
• On the scheduled day – 100% of the service price
Regular Cleaning Services
7.3 Cancellation of a scheduled regular cleaning visit will incur the following charges:
• Five or more working days before – no charge
• Four working days before – 25% of the cleaning charge
• Three working days before – 35% of the cleaning charge
• Two working days before – 50% of the cleaning charge
• One working day before – 75% of the cleaning charge
• On the scheduled day – 100% of the cleaning charge
These charges reflect the loss of reserved cleaning time and the difficulty of reallocating short-notice appointments.
Rescheduling
7.4 You may request to reschedule a visit; however, rescheduling is subject to availability and cannot be guaranteed.
7.5 If we are unable to accommodate the requested change, the original appointment will remain in place. If you then choose to cancel that appointment, the cancellation charges set out above will apply.
7.6 Any decision to waive cancellation charges is entirely at our discretion.
Notice Period for Regular Services
7.7 Regular services may be terminated by giving not less than 4 weeks’ written notice.
7.8 During the 4-week notice period, all scheduled services remain fully chargeable whether or not you choose to receive them.
Failure to Provide Access
7.9 If our cleaner is unable to access the property at the scheduled time due to no fault of ours, the visit will be treated as a same-day cancellation and charged in full.
8. Access, Equipment and Client Responsibilities
8.1 You must provide safe and suitable access to the property at the agreed time.
8.2 For regular cleaning services, clients are responsible for providing appropriate cleaning equipment and materials unless otherwise agreed.
8.3 We are not responsible for damage, malfunction, or injury caused by faulty, unsuitable, or unsafe equipment or products supplied by the client.
8.4 You must ensure that the working environment is safe and that utilities such as electricity and hot water are available.
8.5 You must ensure that any pets present at the property are controlled and do not pose a risk or obstruction to the service. We reserve the right to suspend or discontinue cleaning activities where pets present a safety concern.
8.6 The service may be limited where excessive clutter, obstruction, or conditions within the property prevent areas from being cleaned safely or effectively.
8.7 Where the conditions set out in this Section 8 are not met and this prevents the service from being carried out properly or safely, the visit may be treated as a same-day cancellation and charged in accordance with Section 7.
9. Staff Non-Solicitation
9.1 During the course of our services and for a period of six months after the last service visit, you agree not to directly employ, engage, or contract any cleaner introduced to you through us without our prior written consent.
9.2 This restriction applies to any attempt to hire or arrange cleaning services privately with personnel who were introduced through our company.
10. Complaints, Damage and Liability
Complaints and Service Issues
10.1 If you are dissatisfied with any aspect of the service, you must notify us in writing within 48 hours of the service being carried out.
10.2 We may request photographs or further information in order to assess the issue.
10.3 Where we determine that a complaint is valid, we will offer to re-attend the property to rectify the issue. A re-clean is the primary remedy offered.
10.4 Refunds or partial refunds are not automatic and will only be provided at our discretion where we consider a re-clean to be inappropriate or impractical.
Damage Claims
10.5 Any claim for loss or damage alleged to have been caused during the service must be reported to us in writing within 48 hours of the service visit.
10.6 We may request supporting evidence, including photographs and details of the alleged damage.
10.7 We will not be responsible for:
• Pre-existing damage;
• Fair wear and tear;
• Damage arising from faulty or unsuitable equipment or products supplied by the client;
• Items not secured or improperly installed;
• Damage that is not reported within the timeframe set out above, unless it was not reasonably discoverable within that period.
Limitation of Liability
10.8 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded under law.
10.9 Subject to clause 10.8, our total liability for any loss or damage arising out of or in connection with the services shall not exceed £1,000,000 for any single claim.
10.10 We shall not be liable for any indirect, consequential, or economic loss, including loss of income, loss of business, or loss of opportunity.
10.11 Our liability is limited to losses that are reasonably foreseeable as a result of our breach of contract or negligence.
11. Suspension or Termination of Services
11.1 We may suspend or terminate the provision of services immediately where:
a) there is abusive, threatening, or inappropriate behaviour towards our personnel;
b) the condition of the property presents a risk to health or safety;
c) access to the property is not provided as agreed;
d) payment remains outstanding or repeatedly fails;
e) operational circumstances arise which make it impractical or impossible for us to continue providing the services, including where suitable personnel are unavailable.
11.2 Where services are suspended due to non-payment, they may resume once the outstanding balance has been settled, at our discretion and subject to availability.
11.3 If we terminate services under this clause, you remain responsible for payment of any services already provided and any charges properly incurred prior to termination.
11.4 We will not be liable for any loss arising from the lawful suspension or termination of services under this clause.
12. Events Outside Our Control
12.1 We shall not be responsible for any delay or inability to provide services where this is caused by events beyond our reasonable control.
12.2 Such events may include, but are not limited to, severe weather, transport disruption, illness, government restrictions, or other unforeseen circumstances.
12.3 Where possible, we will use reasonable efforts to rearrange the affected service at a mutually convenient time.
13. Changes to Services or Terms
13.1 We may update these Terms as necessary to reflect changes in our services, legal requirements, or business operations.
13.2 The latest version of the Terms will always be available on our website and will apply to all future bookings.
13.3 For regular ongoing services, we will provide reasonable notice of any significant changes where required.
14. Governing Law and Jurisdiction
14.1 These Terms are governed by the laws of England and Wales.
14.2 Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. General Provisions
15.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15.2 These Terms constitute the entire agreement between you and us relating to the services and supersede any previous discussions or agreements.