Booking Policies & Cancellations
Booking Policies
All Estimates provided to clients are honored, this means that should you be quoted a range, the end cost will not exceed this range in normal and foreseeable circumstances. However, if information provided to SCCT is not accurate upon arrival to job site, a reassessment may be established at time of appointment.
Blind Estimates and virtual estimates are sometimes required for remote projects or insufficient in-person availability. Blind Estimates are to be used as a guideline only. A blind estimate is encouraged to be used alongside a budget cap appointment.
Budget Capping is a feature provided by SCCT to ensure that any client with a viable budget can have their home, job-site, or business serviced. Though this feature is flexible, if a budget cap has been approved but on-site does not fit the needs of the appointment type provided, this may cause certain tasks to be modified or eliminated as needed. These modifications will be determined on a case to case basis. Due to the nature of budget capping, project completion is not guaranteed.
Specialty Fixtures and Specialty Equipment Liability.
The Sparkle Experts do what they know and with the equipment they are familiar with to reduce complications during an appointment. For this reason, should you instruct The Sparkle Experts to use a cleaning solution or type of Specialty Equipment they are unfamiliar with, SCCT is not responsible or liable for any damages that may occur.
Each and every job-site is unique. Certain finishes and fixtures are unable to be cleaned to a professional standard if they are delicate or prone to scratching, tarnishing, or wear. Precaution will always be taken with delicate fixtures and recommendations will be provided. However, SCCT is not liable for any damages that may occur due to insufficient durability of materials, fixtures, fabrics, and finishes, that do not with-stand standard cleaning protocols, methods, chemicals, or equipment. This includes sticker removal in construction, renovation, and new build projects. SCCT holds no liability in damage resulting from use of commercial/factory strength adhesives during the production or installation phase on delicate surfaces that should not be treated with petroleum distillates and other adhesive lifting/removal chemicals. This includes all fixtures and finishes including but not limited to: appliances, cabinets, and windows. Window Suppliers and/or installers should be consulted prior to sticker removal. Stickers cannot be removed until after inspection.
In order to make the most of your service visit preparing your home, offices, or job site is crucial. Please ensure work space is free of foreseeable hazards, uncluttered, and that all floors and areas included in the appointment are accessible. This includes scaffolding, power tools, or equipment during construction.
SCCT does not work 'At Heights' for any reason. Should you require walls, windows, or other shell work to be detailed that cannot adequately be reached with an extender; please make management aware in order to guarantee servicing is possible. No ladders, scaffolding, step stools, or other apparatuses are permitted for use. SCCT includes specialty equipment for high/vaulted ceilings up to 25' for Construction and Window Cleaning. Additional equipment may be available to accommodate up to 36' for an additional fee. Please have this information available during the estimate process to ensure the right equipment makes it to your appointment.
If you have booked an Interior Window Detail add-on, please ensure the screens are taken out and stickers removed prior to appointment to prevent injury and damage.
SCCT often declines sticker removal in construction, renovation, and building projects due to increased risk of damage. Please consult during estimate phase if you have windows that installers have left stickers on. Should we move forward with sticker removal, liability is released. Windows will always be cared for according to manufacturer policy. Should you request alternative methods SCCT is not liable for damages. Please note: If glass or window surfaces are tinted - they are unable to be cleaned using any type of abrasive. Consult with your window supplier and/or installer for additional information regarding suitable maintenance and cleaning procedures.
Contractor Courtesy
SCCT collaborates with all project managers, coordinators, builders, contractors, and other affiliates with courtesy and respect to ensure we meet our deadlines. Working collaboratively is imperative to a successful and on-time project. Candid and open communication between all contractors is encouraged. Because Cleaning and Painting are typically the finishing touches on a job-site, it is imperative that each trade before extends the same courtesy to ensure we are all on time and on budget. Rushed or insufficient drywall compound/dust mitigation, lack of negative pressure techniques, poor post project prep cleaning, improper vent blocking, cluttered work spaces, and delayed and/or touch up contractor work after containment protocols have been removed will effect the efficiency and safety of construction cleaning. Contractors leaving a job-site unprepped for SCCT can result in an appointment extension or an additional follow-up appointment required at client's expense and may postpone project deadline for completion.
Residential Cancellation Policies
The SCCT General Policy is that SCCT must be made aware of a cancellation with a minimum of 72 hours notice. Cancellation notices must be provided during business hours. If provided after 5:00pm on weekdays notice will be calculated from the following morning at 8:00am. This policy is in place to ensure The Sparkle Experts can count on reliable income to provide for their families. Should this notice not be provided, the client will be charged one of several different cancellation fees dependent on circumstances. All deposits are non-refundable and will be used as payment for cancellation fees. Any remaining fees will be applied as a credit for future appointments.
Standardized Cancellation Fee System (SCFS) - Not Applicable for Commercial Servicing Agreements
SCFS is a system that calculates the amount of cancellation notice given prior to appointment in accordance with appointment value to determine cancellation fee. The Rates are demonstrated in the chart below:
Notice Provided Cancellation Fee
72 Hours 0% of Appointment Value 72-48 Hours 25% of Appointment Value 48-24 Hours 50% of Appointment Value
24-04 Hours 75% of Appointment Value
04-00 Hours 100% of Appointment Value
Cancellation fees are added in a variety of situations, sometimes out of our control. In a situation where The Sparkle Experts arrive to an appointment and are unable to gain access to a workspace at scheduled appointment time, whether due to improper/safe access, insufficient snow removal, locking issues, contractor occupancy and/or renovations; this is treated as a same day cancellation and the client will be charged the premium cancellation fee of 100% of appointment value as a 'Lock Out Fee'.
The Sparkle Experts understand that sometimes 'Life Happens' for this reason and more SCCT waives 72-24 hour cancellation fees twice annually. *Not applicable for Premium Cancellation Fees, Lock Out Fees, or Under 24 Hour Cancellations.
Commercial Service Agreement Cancellation Policy
For all Professionals, Collaborators, and Clients; including but not limited to: Businesses, Builders, and Contractors. This policy is in place both in 'shaken hand' and Formal Contract Agreements.
Revolving/Reoccurring Commerical agreements:
For clients who book services at varying intervals including but not limited to: daily, semi-weekly, or weekly or on a monthly basis. Prepayment of services is due of the last day of each month to pay for the following. 1 month notice is required to cancel services. Simply make your last payment for the month following and provide notice at this time to discontinue services after 30 days.
There are no cancellations allowed within this service type due to scheduling availability. Wherever possible, SCCT will make reasonable attempts to accommodate rescheduling appointments. However, if unable to accommodate this fee will be retained as a Commercial Cancellation Fee.
Standalone Commercial Projects
A 50% non-refundable deposit is required at time of booking to guarantee servicing. This deposit is non-refundable. Should the project need to be rescheduled, modified, or cancelled in any regard; SCCT will make reasonable attempts to reschedule the appointment free of charge.
However, if unable to accommodate this fee will be retained as a Commercial Cancellation Fee.
Residential Holiday Premiums
Under special circumstances The Sparkle Experts may be able to make themselves available to you on holidays dependent on circumstance and availability. Premiums can range as high exceeding double your normal rate dependent on service, labor, road conditions, holiday requested.
The information below is for a general guideline. Please request a holiday servicing estimate for an accurate Holiday Premium specific to your job site and circumstance.
Tier 1 Sizing: $150.00+
Tier 2 Sizing: $300.00+
Tier 3 Sizing: $350.00+
Tier 4 Sizing: $400.00+
We hope all of your holidays are spend with the people you love doing the things that matter - and if we can we will handle the mess.