Frequently Asked Questions

If I am setting up Recurring Services, do I need to start with one of the Initial Cleans
from the quote?

We highly recommend a Deep Cleaning Service for your initial service, especially if you have never had a
professional maid service prior. Whether it is the Initial Top-to-Bottom, or the Initial General Maintenance,
this service sets the foundation for our cleaning technicians to be able to maintain your home. If you choose to
not start with an Initial, we cannot guarantee the entire recurring checklist will be completed at your first
clean, but feel free to prioritize which tasks are most important or if we are short on time at the first clean we
would skip the blinds, baseboards and light fixtures until the following service. You can text these priorities to
825-512-1277 or email Info@sparkleandsheen.ca

What do I do now that I have seen the quote and want to go ahead with booking?

Once the quote is approved, we will reach out via Email, Text or Call to see which Initial Services you are
looking to start with, and what service packages you wish to receive following. If it is a Move-In/Move-Out or
a One-Off Initial Service, we will simply book you in for whichever preferred date was provided on the
Request Form. If the dates requested are not available, we will reach out to arrange a new date with you.

How do the confirmation emails and appointment times work?

Sparkle & Sheen tries our best to give you as much notice as possible to accommodate any changes that may
need to occur to your cleaning services. When the original confirmation is sent out after booking the Initial
appointment, the time that is sent is a placeholder. This then gets passed to the scheduler so they can see your
preferred cleaning time. We, like many services operate in a morning or afternoon basis. Cleaning can
oftentimes be unpredictable so we can not always pinpoint an exact time of arrival unless it is the first
appointment of the day. We will always try our best to work within a 30-minute arrival time window. On day
prior to the appointment date at 6:00P.M. you will receive an email confirmation with a better idea of your
appointment time, but this still may not be exact. We will always try to accommodate every clients preferred
appointment times, but also have to operate logistically and accommodate changes required from the Sparkle
& Sheen Family. The morning of your appointment at 8:15 A.M. you will receive a final text reminder of your
appointment for that day. That is the most accurate time of arrival, as any changes that had to occur on our
end or the clients end should be dealt with by then. You can view upcoming appointments, request changes,
update payment information and view invoices, etc. through the Jobber Client Hub with the following link:
https://clienthub.getjobber.com/client_hubs/85436766-468a-4985-ab98-a2819577513c/login/new

What is “One-Off Basic Cleaning Service” in the quote, and how do Initial Packages
work?

All of our Initial packages have a set number of man-hours assigned to them. Since we are not doing in-home
estimates, we only have a basic estimate of how long it SHOULD take to complete your clean. Every home is
unique in its own way, and there are many factors that can affect the timing to complete a clean. Additional
Hours are offered on Initials and Move-In/Move-Outs at an hourly rate in case more time is needed to
complete the clean outside of the time limit provided in the package. If you choose not to add any additional
time, you may just have to prioritize some of the checklist to ensure we are finishing within the allotted time.

Please let us know if you wish to cap the service at a set number of hours. If you are receiving an Initial
Service before commencing Recurring Services, we will happily supply a couple additional hours FREE of
charge to ensure your home can be brought up to our maintenance level for your following services. At the
worst we will leave small tasks to cut back on time and ensure these are addressed on your first recurring
clean.

Should the service require more or less time than the man-hours quoted, we would revert to the One-Off                                                                Basic Cleaning Service Hourly Pricing for whatever amount of hours the service requires.

Do I need to provide any cleaning supplies or equipment?

No, we arrive with all cleaning supplies and necessary equipment to make your home Sparkle. We even
arrive with our own freshly laundered micro-fiber cleaning cloths. You will be happy to know that almost all
our products are eco-friendly and either unscented or low-scented. We are pleased to accommodate special
requests to use other products, however, they must be provided by the client if they are not a part of our
standard kit.

What do I have to do to prepare for the cleaning service?

We don’t want you to do anything…leave that to us! Your cleaning technician is quite happy to tidy as well as
clean. If you are wanting your beds made up with new linens, please leave the new set of sheets on top of the
bed. If you would prefer that they use their time more efficiently doing “cleaning” rather than spending
valuable time picking up, then feel free to pick up any miscellaneous clutter, toys, or clothing before your
technician arrived, otherwise, sit back, relax and enjoy coming home to a Sparkling home.

Do I need to be home at the time of cleaning service?

Every circumstance is unique, however, if we have access to the space we are cleaning, then nobody needs to
be present. Our cleaning technicians are honest and trusted. We can leave a correspondence book at your
home for you to leave notes in for your technician, or you can simply leave a note on the counter or provide
the office with the information to update your client profiles notes. For ease of access, we can provide your
home with a lockbox containing a key to access your space that you can put out the day of your clean, or you
can provide us with an entry code, and any other necessary security arrangements based on individual needs.

If I forget to leave my door unlocked on my scheduled cleaning day, do I still get
charged for a cleaning service?

We require 24 hours’ notice to skip or reschedule your cleaning service. There is a $50 charge for no notice
on a cancellation and lockouts that are no fault of Sparkle & Sheen.

How long have you been in business?

We have been in business since 2017 and became incorporated in June of 2020.

When will I be invoiced for my cleaning services?

We send out invoices to all our customers for services rendered within 72 hours of receiving service. All
payments are due immediately once your invoice has been received to ensure that there will not be a
disruption in the services. All credit card payments are processed as soon as the cleaning technician
completes the job.

Is Sparkle & Sheen Organize And Cleaning Services Ltd. insured and Bonded?

Absolutely! We are fully licensed, insured and bonded for our clients protection. We carry General liability
insurance to cover damages to your home or breakage that are caused by our employees, bond insurance to
protect and compensate you if one of our staff members have sadly been proven of theft, and lastly worker’s
compensation insurance. To obtain proof of insurance, you can email us at info@sparkleandsheen.ca and we
will send you a PDF of our current documentation.

What services do you offer and are there any services you don’t offer?

While we offer a wide range of home and commercial cleaning services, we are only restricted from
completing any mould removal, human feces, bug infestations, and resurfacing/refinishing floors. We are
happy to provide a checklist of all additional services that are available.
• Empty garbage and replace liner bags
• Dishes hand washed or machine loaded/unloaded
• Windows inside and out (if accessible)
• Organize and clean storage areas and closets
• Laundry & Light Housekeeping (Folding laundry, putting it away)
• Insides of fridge, freezer, or oven, and for a special treat if you would like a few of your interior
cupboards or drawers cleaned and organized we would be happy to do so either a few at a time or all
at once

Can I Rotate Services?

We are always happy to work within your budget and will provide any options we can to save you some
money. The most common rotation clients take advantage of is our Economy Cleaning Service with the Full
House Cleanings. We rotate the Recurring Services, which is the complete checklist for your entire home, with
the 2.5 Hour Customized Economy Cleaning Service to touch up the high traffic areas, which is generally
bathrooms, floors, and kitchen. This way they can receive one full house cleaning a month, and one
customized cleaning to use however they see fit.

What is your cleaning service rates?

We periodically review local industry rates to ensure competitive pricing. We guarantee that you will receive
a high-quality cleaning service every clean. Our prices are based on your house or apartment’s size (Square
Footage), the number of bedrooms, bathroom and various other aspects ranging from laundry requests,
number of people residing in your space, pets in the home, etc. Every cleaning is a one-of-a-kind task,
however, rest assured, because our rates, our guarantee, and our dedication to you are always the same. No
matter if you are looking for a one-time service or signing up for recurring services all the Sparkle & Sheen
Cleaning Technicians strive for the same outstanding results.

Do you offer hourly rates?

We only offer a few packages that are at an hourly rate. Our Recurring Services provide you with a checklist
that is completed at each clean. We offer our Economy Cleaning Service that is 2.5 hours at a fixed cost,
Seniors Hourly Pricing, and Hourly Move-In and Move-Out Pricing as well. The reason we do not offer hourly
pricing for recurring services is that not every clean is the exact same, and not every Cleaning Technician
works at the same pace. We want our cleans to be consistent no matter who is there and don’t want anybody
feeling rushed to finish within a set amount of time. For Move-In/Move-Out and Initial Services you can put a
cap at any amount of hours to cut down costs, all we ask is that you prioritize which tasks are most important,
so we can focus our time on finishing these in the allotted time. Our cleaning packages are still very
customizable and tailored to meet each individuals needs. Please let us know if there are any specific tasks
that are not on the checklist that you would like completed.

How can I get a cleaning service quote?

All quotes are free and hold no obligation. Since no two houses or families are the same, we strive to cater to
each of our client’s individual needs. We can offer a telephone estimate, but we cannot guarantee an accurate
estimate over the phone. You can also fill out our simple online request form. If it is a unique situation, then
we are happy to come and do a FREE in-home estimate. This allows us to fully understand all your cleaning
requirements, expectations, and any specific needs you may have. This allows us to gather information to
build a strong foundation to ensure a long-term relationship with all our clients.

What is your availability?

We offer Monday to Friday appointments from 8:30am to 4:30pm. We do have a lot of recurring clients, so if
you are booking a first-time service, you might want to book at least a week or two in advance. We do have
cleaning technicians that work Saturdays, however the office is not open on the weekends, so we reserve
these appointments for recurring cleans as the office is unavailable to reach out for unique situations. While it
is not always possible to provide an exact time when we arrive at your home, we will make every effort to
adjust our schedule to meet your needs.

What happens if something is broken or damaged during my cleaning service?

We hire cleaning technicians that treat your home like it is their own. However, sometimes accidents do
happen. If something is accidentally broken or damaged, we make every effort to have it repaired or replaced
in a timely matter. You will be notified immediately and asked how you would prefer to rectify the situation.
One of our team members are available to address any issues, concerns, or requests.

What is your satisfaction guarantee?

We are not satisfied until you are happy, so we have a 100% satisfaction guarantee on every clean we
complete. Although our technicians are highly efficient, they are human. If we have fallen short on your clean
and have left you feeling unhappy, please call the office within 24 hours following the service. We can send
the cleaning technician back at our expense to correct any issues, or our Quality Control Manager will discuss
the situation with you and come to a satisfactory resolution. Our dedication to customer service and our
desire to offer consistent high quality cleaning services is of the utmost importance. If you believe we did an
outstanding job, please write a review of us on an online platform for others to see what our service has to
offer. We love to read customer reviews!

What happens if I need to skip or reschedule my cleaning day or time?

Not a problem! We ask that you try to give us as much notice as possible so we can adjust our schedule. We
send out an auto generated email 48 hours prior to your scheduled appointment as a friendly reminder of
your upcoming service. If you are needing to skip your service, the email usually triggers the clients to call
the office or send an email to advise that they need to skip their service. We understand that life can get in the
way, we will work with you to ensure you get rescheduled. We welcome you as part of the Sparkle & Sheen
Family and will always treat you as such.

Do you offer Gift Certificates?

We certainly do! If you wish to purchase a gift certificate, please call the office at 825-512-1277 or email
Info@sparkleandsheen.ca

Are there any hidden costs?

We have very transparent pricing. Enjoy your clean at the rate provided to you in your quote!

Does Sparkle & Sheen clean my windows?

We do have the interior windows on a rotation to be completed during the cleaning service. If it is not
window month, you can request windows be completed at a cost of $5 per window. They will be removed
and both interior and exterior of window will be cleaned along with the window tracks and screens.

What parts of the city does Sparkle & Sheen service?

We cover the following areas:
Ardrossan
Devon
Leduc
Fort Saskatchewan
Sherwood Park
Cooking Lake
St. Albert
Spruce Grove
Stony Plain
Lac St. Anne
Rive que barre
Beaumont
Edmonton

Where is my key kept between cleaning appointments?

We prefer to purchase a lockbox that is kept at your property with the house key inside of the lockbox. Your
cleaning technician will remove the key to gain access to your space, once they are done with the service, they
will return the key to the lockbox. You may choose to put the lockbox out the day of your services or find a
spot to leave it permanently.

How do I pay for my cleaning services and what forms of payment do you accept?

All payments are due the day you receive your invoice. We accept Visa/MasterCard, Cheques, Cash, and
online money transfers.

What if I have a security system?

You can provide us with a code and steps necessary for us to turn off the alarm in the event you would like to
leave your home armed. We can reset the alarm when we have completed your cleaning service.
Alternatively, the day of service, you can ensure that the alarm is unarmed prior to our arrival. We are happy
to send a quick text once the service is completed so you can arm the system after our departure.

What if my regularly scheduled cleaning service falls on a statutory holiday?

We give all our cleaning technicians the option to take the holiday off or work their regularly scheduled shift.
We will contact you to reschedule your appointment if necessary and accommodate your needs and discuss
the various options.

Do you have any special promotions?

We LOVE referrals at Sparkle & Sheen. If you refer a family member, co-worker, or friend and they sign up for
recurring services, you will receive your choice between a FREE 4-hour cleaning service

Do you use non-toxic and eco-friendly cleaning tools and supplies?

Yes! Sparkle & Sheen always strives to be environmentally and health conscious in their services rendered.
We take every opportunity to reduce exposure to cleaning chemicals and we only use safe and approved
products. Our equipment is energy efficient, and our staff have been thoroughly trained on the latest cleaning
techniques. We believe our impact on the planet today is vital to the sustainability of our children’s
tomorrow. We are dedicated to reducing our impact, and helping you reduce yours. We are a green cleaning
company, overall, except when the situation requires some extra cleaning power, or if the client requests a
specialty product to be used.

Do you send the same cleaning technician each time?

Yes, on a scheduled basis (Daily, Weekly, Bi-Weekly, Tri-Weekly or Monthly) you will have a set cleaning
technician to perform your cleaning services. This gives you the chance to feel comfortable and get
acquainted with your cleaning technician. Welcome to the Sparkle & Sheen Family!

Do you provide references?

Yes, all you need to do is ask and we can supply you with one or more of our clients in and around the
Edmonton area who can confirm our commitment and dedication to our Sparkle & Sheen Family.

Why should I choose Sparkle & Sheen and Can I trust your Cleaning Technicians?

Sparkle & Sheen is locally owned and operated, which means we will always be willing and able to meet with
you face-to-face to provide you with the best experience possible. Sparkle & Sheen uses green cleaning
products to help reduce toxic chemicals in your home and in the air we breathe. Not to mention, we provide
you with the finest cleaning services in the Edmonton area. We go to great lengths to hire the right people for
the job that will adhere to our high standards and fit our brand. We never use independent subcontractors or
vendors. We hold our employees accountable to provide you with the highest standards and hopefully
exceed your expectations. All our team members have been thoroughly trained in the latest house cleaning
techniques. We are proud of our staff and what they do, and it shows in the way we clean your home. If we
would not trust someone to clean our own home, we will not send them to clean yours. We only send
uniformed, trustworthy, and dependable employees to your door