Question 1

What is your cleaning policy?

Accepted Answer

We offer a 24-hour satisfaction guarantee. If you’re not completely satisfied with our service, we will return to your home to address any missed areas. Your satisfaction is our priority!

Question 2

Do I have to be home for a cleaning?

Accepted Answer

Not at all, that is entirely up to you. The majority of our cleaning occurs Monday through Friday,

10:30am-5pm. Most of our customers are not at home. Many of our customers prefer to give us a key. Others leave us a key in a safe place each visit. Alarm systems can either be left off, or you can give us entry/exit codes. We are not

responsible for any charges whenever an alarm goes off.

Question 3

What about my pets?

Accepted Answer

We love pets! As long as your pet is comfortable

with us, he/she is free to roam. We want to ensure the safety of both your pets and our staff. If you think your pet may become overly anxious while we are there, please make temporary arrangements (such as the garage, a kennel, or a closed-off room) while we are in your home.

Question 4

Do I supply any cleaning materials or equipment for the crew?

Accepted Answer

We bring our own products and sometimes vacuum cleaners. All you need to provide is that we require water and electricity. If you prefer we use special products, we will be happy to use them. Just set them on the kitchen counter for us. Please note we are not liable for any damage caused by your choice of cleaners. For sanitary and hygienic purposes, it is preferable that clients utilize their own vacuum...

Question 5

What if I'm not helping with my cleaning?

Accepted Answer

The Best Sparkling and Shine backs all its work with a 100% satisfaction guarantee. If you are not satisfied with any area we have cleaned, just contact us within 24 business hours and we will come back and re-clean the area, but we need to see proof of the area.

Question 6

How can I contact your customer service?

Accepted Answer

Our customer service team is available to assist you via email, phone, or live chat. You can find our contact information on our website's Contact Us page. We strive to respond to all inquiries within 24 hours.

Question 7

What if something in my home is damaged or broken?

Accepted Answer

While we always take great care while cleaning your home, accidents do happen. Our teams are trained to report all damage to the office immediately, and we will contact you to discuss repairs, or replacement. We are insured and

a copy of our insurance policy is available upon your request. Our staff is trained to work thoroughly and carefully but accidents can happen on even the best cleaning teams. Therefore, we encourage you to put away any valuables or heirlooms to avoid mishaps. Items that are typically excluded from coverage include but not limited to; cash, jewelry, art, antiques, and electronics. If you have any irreplaceable collectable or expensive objects, we ask that those items be properly secured or put away in order to avoid accidents, or loss of those items.

Question 8

What should I do before the cleaning crew arrives?

Accepted Answer

To make our services more efficient, we ask that you pick up clothing, toys and other household items prior to our visit, so we can concentrate on the actual cleaning. We are happy to help pick-up if you cannot. We will pick up toys, laundry, dishes, just no poo please. However, we will need extra time to finish the job, and we need to charge for it.

Question 9

What time can I expect the team to arrive at my house?

Accepted Answer

We provide a two-hour estimated arrival window. We can’t guarantee what time the team will precisely arrive. Weather, traffic and the preceding home-cleaning sometimes slow us down. If you require an appointment at a specific time, we will need to schedule it for first cleaning-of-the-day. Some houses take longer

than others and we don’t want a team to leave before it is completed in order to keep an appointment with another customer. Our first appointment of the day is at 10:00am and our last appointment is no later than 4pm.

Question 10

May I tip my cleaning team?

Accepted Answer

Tipping is not necessary, but with many service professionals, tipping is greatly appreciated and a nice way to show gratitude for a job well done. If you do elect to tip your maids for each cleaning, 10-30% of your total charge is appropriate and it should be split between all cleaners. Even if you opt not to tip each time, you may want to include a tip in your check, during the holiday season. In either case, the tip is more of a “thank you” bonus

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