Terms and Conditions
Last updated: June 2025
1. General Terms
Service Scope
These terms apply when you engage us, Sparkle Window & House Cleaning QLD, for residential or commercial cleaning services, including but not limited to window cleaning, house washing, and gutter 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 treatments such as hard water stain removal, paint overspray removal, or high-level restoration.
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. 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.
4. 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.
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.
5. 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.
6. 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.
7. Payment Terms
Payment is due on the day of service.
We accept:
Cash (please have exact amount – change may not be available)
Credit/debit card
Bank transfer (invoice payable within 7 days)
Any fees associated with payment methods (e.g. credit card surcharges or bank fees) are your responsibility.
8. 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.
9. 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.
10. Health and Safety
You are responsible for ensuring the worksite (your home or property) is safe and free from hazards before our arrival.
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.
11. Warranty and Liability
Service Warranty
We guarantee our services and materials are fit for their intended purpose and completed to a professional standard.
Liability Limitations
We are not liable for:
Indirect, incidental, or consequential loss
Pre-existing damage
Issues arising due to inaccessible areas or incorrect client information
Commercial Liability
Where services are supplied for business purposes, our liability is limited to:
Re-performing the service, or
Paying the cost of re-performance
12. Legal Jurisdiction
These terms are governed by the laws of Queensland, Australia. Any disputes will be handled in the jurisdiction of Queensland courts.
13. 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.