(a) These terms & conditions apply from 17.04.2023

(b) By booking with Sparkle Norwich® LTD you agree to these terms & conditions, which

apply from the time of booking and apply hereafter for all future bookings.

(c) Sparkle Norwich® LTD reserves the right to make changes to any part of these terms &

conditions without giving any prior notice.

(d) Any queries about the contents of these terms & conditions may be discussed with

Sparkle Norwich® LTD via hello@sparklenorwich.co.uk at any time, but all terms &

(e) To request a PDF copy of these terms & conditions, please email

hello@sparklenorwich.co.uk

(a) Sparkle Norwich® LTD provides domestic cleaning at the price agreed with the customer

following the initial consultation.

(b) Any estimates of how long each job will take is an estimation only and may increase

or decrease at each clean depending on requirements.

(c) When beginning a regular cleaning service without an initial spring clean or deep clean it may take up to 4 cleans to bring the property up to the standard it will be maintained at. If the client would like an instant result from the first clean, please contact Sparkle Norwich® LTD in order to receive a quote for an initial spring clean.

(d) The client is requested to arrange a suitable parking space for one vehicle within

proximity of the property. If a parking permit is required, the client must obtain this for our use at each clean prior to the first clean.

(e) The client must make Sparkle Norwich® LTD aware of any areas of the property or items within the property that they would not like the cleaner to enter or touch prior to the first clean. Sparkle Norwich® LTD will not be liable if this is not adhered to by the cleaner where they have not received details of this prior to the first clean.

(f) The client agrees to notify Sparkle Norwich® LTD of any other circumstances which may

affect the condition of the home prior to the cleaning service, including but not

(g) Sparkle Norwich® LTD is not liable for any incomplete work due to a lack of hot water and

electricity supplies in working order.

(h) Sparkle Norwich® LTD supplies all cleaning products and is not liable for any damage, fault

or incomplete cleaning which may be caused by products supplied by the client.

(i) For regular cleans the cleaner will use the client's own vacuum cleaner which must be in good working order and fully charged (if applicable) in order for the cleaner to be able to complete the clean accordingly.

(j) Where the client would like their bins emptied during the clean Sparkle Norwich® LTD request that bin liners are used in each bin for hygiene purposes.

service providers at the property unless otherwise agreed.

(l) Any security systems at the property which require special instructions must be

explained by the client if the cleaner is required to operate them. This includes but is

not limited to: alarm systems, gated entrances, locks, stair gates or similar systems

for children and/or pets.

(m) The client indemnifies Sparkle Norwich® LTD from any costs involved in alarm company

attendance to re-service or repair any system, any category 4 cables or similar to

CCTV systems or wireless security devices should they become unset in any way.

Terms & Conditions

(n) The client consents to photography in their property for the reference of Sparkle

Norwich® LTD only and in relation to the clean work which has taken place only. At no

point will any images include any persons living in the home. We respect your right

to privacy.

(o) Occasionally Sparkle Norwich® LTD may wish to use images for marketing purposes on the website, Facebook or Instagram. The location of the property, details of any residents, and any identifying features such as family photographs, school uniforms or certificates will always be absent from the images or blurred where required. Please contact Sparkle Norwich® LTD if you have any concerns. We respect your right to privacy.

(p) In the event of the client requesting to temporarily suspend their weekly cleaning

service, such as going on holiday, they will be able to keep their slot for 1 week

without payment. To keep the slot for any further weeks will incur a charge of 50% of

the usual cleaning fee per week. For any other regular cleaning, suitable

(q) Any suspensions of cleaning must be made in line with our cancellation policy.

(a) All ironing bookings are only confirmed once you have a received a booking confirmation email.

(b) All bookings have a minimum fee of £15, excluding any collection/delivery charges. Where the items total under this amount, the amount due will be £15, excluding any collection/delivery charges.

(c) Collection/Drop-off arrangements must be included on the booking form. If we are unable to complete the drop-off, items must be collected from office.

(d) Sparkle Norwich® LTD are not responsible for items left in a safe place, including both ironing items and keys.

(e) Where a collection or drop off has been arranged and the items are not available for us to collect or you are not home to drop off and no other arrangements have been made, there will be a £5 charge plus the delivery/collection fee if applicable.

(f) The client agrees NOT to send for ironing any non-iron items, items that are labelled for dry-cleaning only or any other items not meant for ironing. Sparkle Norwich® LTD will not be responsible for any damage to these items should they be ironed.

(g) The client must provide a clear set of instructions in writing with any bag that contains garments or items that require special procedures. For example, no creases in trousers, all items to be ironed on reverse, special folding, no creases in shirt sleeves etc. If no instructions are provided, Sparkle Norwich® LTD will complete the ironing in accordance with its normal practice.

(h) The client must provide coat hangers. Where coat hangers are not provided, or not enough coat hangers are provided, items will be folded.

(i) Upon collection, all items must be in a bag with items to be hung separated from items to be folded. If there is no separation or it is not clear, Sparkle Norwich® LTD will hang/fold items how they see best.

(j) Items are bagged and tagged for security and protection. In the unlikely case of damaged items, Sparkle Norwich® LTD will compensate a maximum of £30 per item. Claims must be made at the time of receipt and the client must be able to prove the cost of the item.

(k) Any items we receive that are already damaged will be returned un-ironed to avoid any misunderstanding regarding liability for damage.

(l) Leather items, buttons, buckles, beading and any other type of decoration is processed entirely at the owners risk.

(a) One-off cleans may take up to three times longer to clean than a well

maintained home requiring a general clean. Sparkle Norwich® LTD are not liable for any

unsatisfactory results if the client decides to book a lesser service than advised by

Sparkle Norwich® LTD. Sparkle Norwich® LTD will ensure the best possible results within the

time frame given to work in.

(b) Sparkle Norwich® LTD cannot guarantee complete removal of dust as it circulates the air.

Whilst the cleaners will endeavour to remove all visible dust, Sparkle Norwich® LTD are

not liable for any dust which settles after the cleaning service has finished. Sparkle

Norwich® LTD are not liable for removable of dust or debris to areas which are

inaccessible, clutter in the way, or fragile items which have not been moved prior to

the arrival of the cleaners.

(a) Please note these terms are specific to holiday lets, however all other terms and conditions still apply.

(b) The client agrees to inform Sparkle Norwich® LTD of any bookings as soon as they are made, which must be at least 3 days in advance of checkout date.

(c) Sparkle Norwich® LTD requires a minimum time period to allow for a full and thorough clean. Please refer to your personal Changeover Proposal for your minimum time period.

(d) Please be aware we are closed on Sundays and all Sunday checkouts will be dealt with on the Monday. For this reason, we are unable to provide our service where you have both a check out and a check in on a Sunday.

(e) There will be no extra charge for late checkouts within 3 hours of the standard check out time, where Sparkle Norwich® LTD have been notified by email by at least 8am on the day of the checkout. Where there is then insufficient time (to be determined by Sparkle Norwich® LTD) to complete the checkout on that day, the changeover will be arranged for another date.

(f) Any late checkouts Sparkle Norwich® LTD are not made aware of will incur a charge of 10% of the changeover cost, and will be re-arranged for another date to suit Sparkle Norwich® LTD's availability.

(g) An exception to 5.(f) is made where the guests are running slightly behind but are clearly packing up and about to leave the property, in which case Sparkle Norwich® LTD will allow 15 minutes from the checkout time for the guests to fully vacate. The housekeepers will only enter once the property has been fully vacated of guests and their belongings.

(h) Sparkle Norwich® LTD require details of preferred contractors to be contacted if required. Where these are not provided, or are uncontactable, in the event that their services are required Sparkle Norwich® LTD will arrange with alternative contractors and the all charges involved will be passed onto the client directly, collected via the Stripe payment system. External contractors may be required in instances such as faulty/broken alarm or entry systems, faulty/broken appliances, damage to the property which Sparkle Norwich® LTD reasonably determine should be corrected prior to the arrival of the next guests, replacing any damaged laundry, disposal of waste more than what is suitable for the bins at the property, biohazard cleaning, and carpet cleaning.

(a) The client may opt to be present at the property on the day of the clean. The client

must be in during their specific time frame to let the cleaners in and out. If entry

cannot be gained, the client will be charged at the full service rate.

(b) The client may opt to provide Sparkle Norwich® LTD with a key. If keys are provided they must open the lock without any special efforts or skill. The client agrees to pay the full service rate if there is a problem with the keys. In the event of termination of the cleaning agreement, keys will be returned to the client by Sparkle Norwich® LTD at the soonest possible convenience, no later than 1 week from the termination of the cleaning agreement. For client security, keys will not be linked to any information pertaining to the client. Further details about key holding can be

obtained by emailing hello@sparklenorwich.co.uk

(c) If the client chooses to leave their door unlocked, place the key under a door mat or

other unsecured place for the cleaner to gain entry, the client releases Sparkle

Norwich® LTD from all liability that arises from damage made before or after the cleaners

leave the premises. The client understands that they will be responsible for any

damages that are caused before or after their scheduled cleaning.

(a) We do not climb higher than a 2-step ladder

(b) We cannot move furniture over 15lbs but will make all reasonable efforts to reach a

visible place to clean.

(c) If an area in the property is considered or has the potential to be considered a biohazard, that area will not be cleaned (e.g. Emptying/cleaning cat litter boxes, human/animal excrement)

(d) It is to the client’s advantage to have the property tidy as much as possible to

allow optimised cleaning.

(e) Due to sanitary and hygiene cross-contamination issues we are unable to clean in

areas or properties with live infestations, included but not limited to maggots, fleas,

roaches and bedbugs, until mitigated. Sparkle Norwich® LTD reserve the right to refuse to

carry out the cleaning if these conditions are found, and the full price of the clean

will be charged.

(a) When entering into an agreement for services with Sparkle Norwich® LTD you agree that

you must not, unless we give prior written permission, directly or indirectly engage,

employ or contract with any employee of Sparkle Norwich® LTD to provide domestic or

commercial cleaning services to yourself or an associate of yourself for any period

during which services are provided by Sparkle Norwich® LTD and for a period within 6

months after the termination of any services we provide.

(b) This 6 month period remains in effect even if the cleaner no longer works for

(c) If you are found to have solicited one of our staff members, or have acted in

contrary to this non-solicitation clause, please be advised that our referral/training

fee currently stands at £600 payable to Sparkle Norwich® LTD with immediate effect.

(a) Sparkle Norwich® LTD gratefully accepts all feedback.

(b) Sparkle Norwich® LTD may take up to 5 working days to respond to any feedback if a

response is requested or required.

(c) Any complaints should be made by emailing hello@sparklenorwich.co.uk. Complaints must be

reported on completion of the individual service in question or in the following 24 hours. Sparkle Norwich® LTD will not be liable for any issues brought to their attention after that 24 hour period.

(d) Should any breakages or damage occur by accident or fault of Sparkle Norwich® LTD, Sparkle Norwich® LTD will contact you within 24 hours of the event. 

(e) Sparkle Norwich® LTD will not be held accountable for any breakages or damage caused outside of the building itself.

(f) In the event that the cleaner was unaware of any breakages or damage caused, the client must contact Sparkle Norwich® LTD within 24 hours of the service with details and images of the item/area in question. 

(g) Sparkle Norwich® LTD is fully insured and it is at the discretion of the insurer to establish causation and liability. The client agrees to comply with Sparkle Norwich® LTD and the insurer on all matters should the insurer become involved.

(a) Payment dates are to be agreed by Sparkle Norwich® LTD and the client following the

initial consultation.

(b) All payments for regular cleans and holiday let changeovers are to be made automatically via our Stripe payment system on the day of each clean.

(c) All payments for one-off cleans require a 50% deposit to be made upon booking, with the remaining 50% due on the day of the clean.

(d) Sparkle Norwich® LTD keeps a record of all payments including amounts, methods and

dates. This record is the official record referred to in any cases of a dispute.

(e) In the case that payments are not made on the agreed date, Sparkle Norwich® LTD will

not attend any future scheduled cleans until payment is made.

(f) In special circumstances, payment dates may be considered for adjustment at the

adhered to in order to prevent further action being taken.

(g) If we do not receive payment after a maximum of 2 payment reminders, Sparkle

Norwich® LTD reserves the right to charge a late payment fee of £2 per day from the date of the second reminder until the date payment is received, and proceed with pre-court proceedings should this become necessary.

(h) Sparkle Norwich® LTD reserves the right to adjust client rates at any time. You will be

notified 28 calendar days prior to any pricing alterations.

(a) The client may cancel any service at any time, in line with the cancellation policy.

(b) Sparkle Norwich® LTD may cancel any service at any time by giving reasonable notice,

and a reason where appropriate, to the client.

(c) The client agrees to notifying Sparkle Norwich® LTD of any cancellations at the earliest

possible time.

(d) The full cleaning fee will be due if a cancellation is made after 9am on the day prior

to the arranged cleaning date.