FAQ

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How long will it take to find me a cleaner?

We try to find a cleaner for you as soon as possible. It could take up to 1-2 working days.

If my cleaner goes on holiday, will it be possible to continue the service?

Yes, if you would like to have a replacement. However a lot of our clients wait until their regular cleaner returns.

Can I choose the day of the week the cleaner comes?

We would like to satisfy our customers and mostly you can choose the best day for you. If not, we will try to discuss another option with you.

Can I have a cleaner for an hour?

Depends. Sparkle Cleaning Norwich Ltd. require a minimum of 2 hours per week or 3 hours fortnightly. But we try to tailor our service on your needs.

How do I pay for the service?
  • Cheque, cash or bank transfer also credit or debit card. Please make cheque payable to Sparkle Cleaning Norwich Ltd. You can give this cheque to the cleaner or post it to us. If you want to transfer money to Sparkle Cleaning Norwich Ltd. Bank account the sort code is 30-96-17 and LLOYDS TSB account number 59020160. Please write your name and address as a reference.
Do I have to be at home when my cleaner comes?

No. You can enjoy your precious spare time. You don’t have to be at home when the cleaner comes. We need a set of keys for the cleaner. Almost every cleaner holds the client’s keys. Cleaners have special instructions in this matter.

What kind of services do you provide?

Domestic cleaning, Commercial cleaning and more. All our services available on our website.

How do you vet your cleaners?

All candidates have an interview. If they pass, we check their proof of identity (passport or ID or Driving Licence), proof of address (utility bills or bank statement), references from previous employers or clients.
We make sure the new cleaners have experience. Also we give them extensive training to maintain a certain level of quality.

Do you offer any extra services?

For your convenience, we make it easier for you to add any additional service, all you have to do is let us know what you need.

Who provides cleaning products, materials or equipment?

The client agrees to provide cleaning materials and equipment needed, unless other arrangements have been made with Sparkle Cleaning Norwich Ltd. All cleaning equipment should be safe and in full working order. If the client does not have cleaning materials and client asks Sparkle Cleaning Norwich  Ltd. to purchase those items on their behalf, the client agrees that an applicable service charge will be added. If any estimate is given on how long it will take our personnel to do the job, this is only an estimated price based on the average time it takes to clean a home or office of similar size.

Are there any restrictions placed on the cleaner with regards to what the cleaner will clean?

Yes. The cleaner does not deep clean or clean any antique or valuable items.

Claims?
  • Sparkle Cleaning Norwich Ltd has a public and employer’s liability insurance. The policy will cover any accidental damages caused by an operative working on behalf of Sparkle Cleaning Norwich Ltd. There is £50.00 excess on any claim. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing. Sparkle Cleaning Norwich Ltd advises that the customer or a customer’s representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out. In case of damage Sparkle Cleaning Norwich Ltd will repair the item at its cost.
  • If the item cannot be repaired Sparkle Cleaning Norwich Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from an Sparkle Cleaning Norwich source upon payment of cleaning services rendered. If the customer is not completely satisfied with a cleaning job, Sparkle Cleaning Norwich Ltd reserves the right to re-clean any areas and items to customer’s satisfaction free of charge but no refunds will be entertained due to the nature of the service. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value (the customer will be credited with the items present cash value), art and antiques. Key replacement/locksmith fees are paid only if keys are lost by our operatives.
  • There is a £30 per location liability limit.
Policy
  • Sparkle Cleaning Norwich Ltd reserves the right not to be responsible for: delay for a cleaning visit due to traffic congestion or broken down equipment, cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power; third party entering or present at the customer’s premises during the cleaning process; wear or discoloring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50.00 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Sparkle Cleaning Norwich Ltd.
  • CANCELLATION / NON DELIVERY OF SERVICESClient cancellation / non attendance
    Cancellation or rescheduling of cleans will be charged at the following rate:
    24 hours notice or less 100%
    48 hours notice or less 50%
    Deposit – 100%

    If Sparkle Cleaning Norwich Ltd is unable to gain access to the property/premises as a result of client failure to make reasonable arrangements for access, Sparkle Cleaning Norwich Ltd will charge 100% cancellation fee.

    Sparkle Cleaning Norwich Ltd will not guarantee arrival times for any of our services and will charge 100% cancellation fee should we fail to gain access to any property regardless of our arrival time.