Terms and Conditions

1. General Terms

Service Scope

These terms apply when you engage us, Sparkle Window and House Cleaning, for residential or commercial cleaning services, including but not limited to window cleaning, house washing, gutter cleaning, roof cleaning, solar panel cleaning, and pressure cleaning. Our services may include providing cleaning products and equipment as needed.

Privacy

Please refer to our Privacy Policy for details on how we manage and protect your personal information.

Changes to Terms

We reserve the right to modify these terms at any time. Any updates will be communicated to you and become effective upon notice.

2. Service Engagement

Expertise Assurance

We assure you of our professional skills and our commitment to delivering high-quality, reliable cleaning services.

Service Limitations

Unless specifically quoted, our standard services do not include hard water stain removal, paint overspray removal, sticker removal, or high-level restoration. If these additional services are required, please inform us in advance so we can prepare a quotation and necessary tools.

IMPORTANT: For safety reasons, we do not perform cleaning works near exposed heavy electrical equipment, high-voltage lines, or unshielded motors. We reserve the right to decline work if such hazards are identified on site.

Qualified Team

Our cleaners and subcontractors are fully trained and, where required, licensed or insured to provide services safely and efficiently.

Trusted Subcontractors

We reserve the right to subcontract all or part of the services to trusted and qualified third-party cleaners or contractors. These professionals are carefully selected to meet our standards of quality, safety, and reliability.

Unforeseen Circumstances

In the event of unexpected delays (e.g. illness, traffic, severe weather), we will notify you as soon as possible and reschedule at your convenience.

Equipment and Materials

We use safe, high-quality tools and environmentally responsible cleaning agents wherever practical.

Service Changes

If you request any change to the agreed service (scope, time, or location), a new quote may be issued and changes will only be actioned with your approval.

3. Specific Service Conditions

Window Cleaning

Window cleaning is subject to safe and practical access on the day of service. We do not force, unscrew, dismantle, or remove screens, shutters, or glass panels where doing so may require tools or create a risk of damage.

Unless otherwise stated in your quote, standard window cleaning covers accessible glass, frames, sills, fly screens, and tracks using our normal professional cleaning methods. The following limitations apply:

• Heavy restoration work is not included unless specifically quoted. This includes hard water stain removal, paint overspray, silicone, render or concrete residue, adhesive, stickers, deep oxidation, scratched glass, and other bonded contaminants.
• We are not responsible for pre-existing damage or deterioration, including brittle flyscreens, perished rubber seals, loose frames, cracked glass, damaged tracks, weakened clips, corroded screws, or old tinting that may lift during normal cleaning.
• Security screens, fixed screens, plantation shutters, blinds, window locks, alarm sensors, child safety devices, and other fittings will only be cleaned or worked around where they can be accessed safely without dismantling or specialist tools.
• Tracks and sills are cleaned to a practical maintenance standard. Excessive construction debris, pest residue, mould staining, rust, paint, or long-term build-up may require extra time, specialist treatment, or a separate quote.
• High, awkward, or restricted windows will only be cleaned where our team can do so safely using appropriate equipment. We may decline or modify part of the service if access is unsafe, unstable, obstructed, or outside the agreed scope.

Additional conditions apply to some common window types:

• For double-hung windows, some screens may not be removable. Where screens cannot be safely removed by hand, we will clean the screens and the interior glass only. If the screens can be safely removed without tools such as screwdrivers, we can also clean the exterior glass.
• For awning windows, some screens may not be removable. Where screens cannot be safely removed by hand, we will clean the exterior glass only. If the screens can be safely removed without tools such as screwdrivers, we can also clean the interior glass.
• For windows fitted with plantation shutters, it is often not possible to access the exterior glass panel behind the flyscreen. If the glass panel can be safely removed, we can clean the exterior glass as part of the service.
• For windows fitted with internal flyscreens, we can clean them only where they can be safely removed from the inside by hand without damage or tools. If they cannot be safely removed, we will only lightly wipe the accessible surface with a cloth and will not remove, clean, or reinstall the screen.
• Louvres and pool balustrades are not included unless specifically listed in the quote. If requested, they require a separate quote because they require substantial additional time and specialist skill.

Roof Cleaning

While we take utmost care, we are not liable for water ingress due to pre-existing broken tiles, faulty flashing, or degraded waterproofing. We use a soft wash method to protect your roof; however, we cannot guarantee the complete removal of deep-seated lichen stains that have penetrated the tile surface over many years. Please note that white bird droppings (especially around antennas) are often impossible to remove completely.

Pressure Cleaning

High-pressure cleaning can reveal pre-existing damage to surfaces such as loose grouting, flaking paint, or cracking concrete. We are not responsible for damage that occurs as a result of cleaning already degraded or compromised surfaces. We are unable to guarantee the removal of some rust and oil stains, which are commonly found on driveways and pathways.

Solar Panel Cleaning

We use manufacturer-recommended cleaning methods (soft wash/pure water). We are not liable for any pre-existing electrical faults, efficiency issues unrelated to cleanliness, or micro-cracks in panels that may be revealed after cleaning.

Gutter Cleaning

Our service covers the removal of debris from gutters and downpipes above ground level. Blockages in downpipes below ground level (stormwater drains) are not included and may require a plumber.

4. Acceptance and Responsibilities

Acceptance of Terms

By requesting or accepting a booking, you acknowledge and accept these terms and conditions.

Terms Modification

Once accepted, these terms may only be altered with our written agreement.

Joint Liability

Where a booking is made by more than one person (e.g. landlord and tenant), all parties are jointly liable for any obligations under these terms.

5. Property Access and Preparation

To help us deliver your service smoothly and safely, you agree to the following:

• Ensure clear access to all areas to be cleaned, including opening blinds or curtains and moving fragile or valuable items.
• Pets must be secured in a safe area before our arrival to ensure their safety and that of our staff. Window cleaning often requires our team to move between internal and external areas and to open doors, gates, or access points during the service.
• Large furniture or obstacles (e.g. shelves, sofas) will not be moved by our team. If access to windows or surfaces is obstructed, those areas will be skipped.
• Provide access to a functioning outdoor water tap for exterior window cleaning where required.

Pets, Gates, and Home Access

You are responsible for safely securing all pets before and during the service, ideally in a crate, kennel, locked room, or other area that our team does not need to access. Please tell us in advance if any pet is anxious, reactive, likely to escape, or must not be allowed through a particular door or gate.

We will take reasonable care when entering and leaving your property, including closing doors and gates that we use. However, to the extent permitted by law, we are not responsible for a pet escaping, becoming injured, or causing injury or damage where the pet was not properly secured, where gates, doors, latches, or locks were faulty, or where clear access instructions were not provided before the service.

If a pet cannot be safely secured, or if our team considers an animal or access situation unsafe, we may pause, modify, reschedule, or decline the affected part of the service. Any return visit required because pets, gates, alarms, or access points were not ready may incur an additional fee.

6. First-Time Cleans

For your first clean with Sparkle:

• We kindly request that someone is present at the start and end of the appointment to clarify preferences and inspect the final result.
• If no one is available and any issues are raised after the team has left, a call-out fee may apply for return visits.

7. Cancellation & Rescheduling Policy

To help us manage our schedule efficiently:

• Please notify us at least 48 hours in advance to cancel or reschedule.
• Notifications must be made via phone (preferred) or SMS/email.
• A $100 cancellation fee (incl. GST) applies if:
  • Less than 48 hours’ notice is given, or
  • Our team cannot access your property at the scheduled time.
• We understand emergencies happen and will do our best to be flexible where possible.

8. Payment Terms

• Payment is due on the day of service.
• We accept:
  • Credit/debit card
  • Bank transfer (payment must be made on the day of service)
• Any fees associated with payment methods (e.g. credit card surcharges or bank fees) are your responsibility.

9. Complaints and Refunds

Quality Issues

Please report any concerns within 24 hours of service completion.

Resolution Efforts

We’ll assess your concern and, if valid, aim to resolve it promptly through a re-clean or service adjustment.

Refunds

If we are unable to resolve a legitimate issue after a follow-up attempt, a full or partial refund may be provided at our discretion.

10. Weather Considerations

• Services may be rescheduled or paused in the case of unsafe weather (e.g. high winds, storms).
• Light rain typically does not affect window cleaning or house washing.

11. Health and Safety

• You are responsible for ensuring the worksite (your home or property) is safe and free from hazards before our arrival.
• Please remove or clearly identify hazards such as animal waste, sharp objects, loose electrical leads, needles, broken glass, unstable surfaces, active pest nests, or other unsafe materials from areas our team needs to access.
• We do not handle biohazards, animal or human waste, medical waste, pest infestations, or hazardous materials. If these conditions are present, we may skip the affected area, pause the service, reschedule, or apply an additional fee where extra time is required.
• Our team follows strict safety procedures and is equipped with appropriate tools and PPE.
• We hold current Workers Compensation insurance and can provide documentation upon request.

12. Warranty and Liability

Australian Consumer Law

Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy that under the Australian Consumer Law applies to our services and cannot be excluded, restricted, or modified ("Non-Excludable Rights").

Service Warranty

Subject to Non-Excludable Rights, we warrant that our services will be provided with due care and skill and in a timely manner. Note that we do not provide long-term warranties (e.g. 12+ months) for standard house washing or pressure cleaning services against environmental regrowth, unless explicitly stated in a premium sealing package.

Liability Limitations

To the extent permitted by law, our liability for a failure to comply with any Non-Excludable Right is limited to:

• Supplying the services again; or
• Paying the cost of having the services supplied again.

To the maximum extent permitted by law, we are not liable for any indirect, incidental, or consequential loss (including loss of profit) arising out of your use of our services.

Damage Policy

We are not liable for pre-existing damage, or damage caused by loose fittings, oxidation, or degrading materials on your property. We will promptly inform you of any pre-existing damage we discover.

Rain Guarantee

For residential window cleaning, we offer a 14-day Rain Guarantee. Please refer to our Rain Guarantee Policy for full details and conditions.

13. Legal Jurisdiction

These terms are governed by the laws of Queensland, Australia. Any disputes will be submitted to the non-exclusive jurisdiction of the courts of Queensland.

14. Force Majeure

Neither party is liable for delays or failure to perform services due to events beyond reasonable control, including but not limited to natural disasters, extreme weather, acts of war, or government restrictions.