Complaints Policy

Complaints Process Handling
We have a 12hr complaint policy, which means you have 12hrs after our visit to let us know your concerns. 

To be eligible for a return visit to rectify your issues free of charge, your must let us know in writing or by phone call of your complaint with in 12 hours of your last service.
In some cases where a return visit is not suitable we will consider to offer a partial refund or discount to compensate for the concern raised.

All return visits and/or partial refund/discount are at the director's discretion. 
Unfortunately, we cannot accept returns/refunds on sale items or gift cards.
Damages and issues
While we take the utmost care and diligence during our cleaning, we understand that sometime accidents occur. 
Please inspect your property after our visit (with in 12 hrs) and contact us immediately if you notice any property is defective, damaged or misplaced so that we can evaluate the issue and where appropriate make it right.


Exceptions / non-returnable items
Certain types of priorities are only carried out during specific types of cleaning. Please ensure that you have a copy of the checklist so that you can compare this to any concerns you may have about an incomplete service.  Please get in touch if you have questions or concerns about your specific item.

Checklisted Items vs Completed tasks

All tasks are carried out in priority at the cleaners discretion. There may be occasions when the cleaner is not able to complete all tasks on the checklist due to time allocation. In this case we will make a note of these tasks and priorities them on the next visit. 


Unfortunately, we cannot accept returns/refunds on sale items or gift cards.

SPRING SALE

Contact us if you still have questions that cannot be answered below

Ask Us

How does your pricing work?

Our hourly rate is charged per cleaner, per hour.
This price is generally quoted to include GST.
We normally work in a team of 2 or more.
And each man hour is charged for the time we spend cleaning.


As an example, if you book a 3 hour clean and there are 2 cleaners who come to your home, each cleaner will work for 1 hour and 30 minutes each, a total of 3 hours.

How many cleaners attend the job?

We normally work in a team of 2 cleaners for regular cleaning.

When we have a request for a spring clean, or end of lease clean you can normally expect 3 or more cleaners who attend.

Will the same cleaners come each time?

We always try to send the same team each visit. This ensures consistency and peace of mind.
However there may be unforeseen circumstances that prevent this from happening, such as illness, planned holidays or emergencies.

Please rest assured we have highly trained staff, coupled with good customer notes on each specific job, so if there is a last minute change we do minimise any difference by ensuring our procedures are correctly followed.

Do I need to be home when you attend?

No, you do not need to be at home.

But please make sure that you discuss a safe way for us to enter your home.

We do have a key numbering system to ensure we keep your home key safe and secure should you decide to leave us with a key to enter your home.

Are you insured?

Yes, we are fully insured by public liability and workers cover.

Do I need to provide any products and equipment?

No, you dont need to provide any of this.

Our cleaners will bring with them all the products and equipment to perform the job.

Our rags and mop heads are never re-used from job to job. Thats a BIG no, no for us.
We bag up our dirty rags and mops and they are all hot washed and hot dried daily. Ensuring we only bring into your home clean material to use.

If you have a specific product request or delicate material in your home such as marble, you should ensure this is disclosed during your booking process so that our teams are aware of this and can care for your home in the best possible way.

What products do you use?

We have a range of quality products and most of these are 99% environmentally and allergy friendly.

We do use bleach and oven cleaner, on occasion and only where necessary, and utmost care is always given when using this chemical.

We also use essential oils in some of our products and air freshner to compliment our harmonious finish.

Do you perform background checks on your staff?

All of our team members have gone through our employment checks, references and have national police checks. We go above and beyond to ensure the staff that enter your home are trustworthy and ethical on top of being a talented cleaner.

What if i need to cancel my clean?

Please contact the office as soon as possible and provide us with as much notice as possible!

You can reach us on: 0405 849 983
or info@sparkclean.com.au

Cancellations with less than 12hrs notice will incur a 100% Service Charge.
Cancellations with less than 24hrs notice will incur a 50% Service Charge.
Cancellations with more than 24hrs notice will not incur a charge! 
If you are not home, or we cannot enter your home (No-Show) you will incur the full charge of the cleaning.

Do you have a cancellation charge?

Yes there is a last minute cancellation charge - only applicable if you cancel with less than 24hrs notice.

Cancellations with less than 12hrs notice will incur a 100% Service Charge.

Cancellations with less than 24hrs notice will incur a 50% Service Charge.

Cancellations with more than 24hrs notice will not incur a charge! 

If you are not home, or we cannot enter your home (No-Show) you will incur the full charge of the cleaning.

How can I speak with someone in your office?

Please feel free to ring us with any of your other questions on: 0405 849 983
Or you can email us at info@sparkclean.com.au

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