Terms & Conditions

Sheer Sparkles Ltd — Company No. 12671299 | Registered Office: 278 Walton Road, West Molesey, Surrey KT8 2HT
Last updated: 30 March 2026

1. About These Terms

These Terms and Conditions ("Terms") apply to all cleaning services provided by Sheer Sparkles Ltd ("we", "our", "us") to you ("the client"). By confirming a booking with us, you agree to these Terms. Please read them carefully before your appointment.

2. Booking & Confirmation

A booking is confirmed when we send you written confirmation via email, text message, or WhatsApp. Confirmation will include the agreed date, time, service type, and quoted price. Until confirmation is issued, no contract exists between us.

Please ensure you provide accurate information about your property (size, number of rooms, condition) when requesting a quote. Significant discrepancies may result in additional charges or rescheduling.

3. Pricing & Payment

• All prices quoted are based on the information you provide about your property. If the condition or scope of work differs significantly on arrival, we reserve the right to adjust the price after consulting with you.
• Payment is due on the day of the clean unless otherwise agreed in writing.
• We accept bank transfer, card payment, and cash.
• For regular or recurring clients, we may agree alternative payment arrangements.
• Late payments may incur a reasonable late payment fee. Persistent non-payment may result in referral to a debt recovery service.

4. Access to Property

• You are responsible for providing safe and clear access to your property at the agreed time. This includes providing keys, entry codes, or meeting our team on arrival.
• If our team is unable to gain access within 15 minutes of the scheduled time, and we have not been notified of a delay, the booking may be treated as a late cancellation (see Section 5).
• All keys provided to us will be handled with care, stored securely, and returned promptly after the clean.

5. Cancellations & Rescheduling

• More than 48 hours' notice — cancellations or changes can be made free of charge.
• 24–48 hours' notice — a cancellation fee of 50% of the quoted price may apply.
• Less than 24 hours' notice or no-show — the full quoted price may be charged.
• If we need to cancel or reschedule due to unforeseen circumstances (illness, severe weather, etc.), we will notify you as soon as possible and offer an alternative date at no extra cost.

6. What's Included

Each cleaning service includes the items detailed on our services page and any additional items agreed in your booking confirmation. If you require specific tasks beyond the standard scope, please mention them when requesting your quote so we can include them.

We bring our own professional cleaning products and equipment. If you prefer us to use your own products, please let us know in advance. We cannot guarantee the same results with client-supplied products.

7. Satisfaction & Re-Cleans

Your satisfaction is our priority. If you are not happy with any aspect of the clean, please notify us within 24 hours of completion. We will arrange a complimentary re-clean of the affected areas at a mutually convenient time.

Re-clean requests made after 24 hours may not be eligible for a complimentary visit, as the condition of the property may have changed.

8. Damage & Liability

• Sheer Sparkles Ltd is fully insured with comprehensive public liability cover.
• We take the utmost care with your property and belongings. In the unlikely event of accidental damage caused by our team, please notify us within 24 hours with photographic evidence where possible.
• We are not responsible for damage caused by pre-existing wear and tear, faulty fittings, unstable furniture, or items not disclosed to us before the clean.
• We are not liable for damage to items of exceptional value (e.g. antiques, fine art) unless they were specifically brought to our attention and agreed to be handled.
• Claims will be assessed fairly and resolved through our insurer where applicable.

9. Health & Safety

• Please ensure the property is safe for our team to work in. This includes informing us of any hazards, structural issues, pest infestations, or biohazards before the clean.
• We reserve the right to decline or cease a job if conditions are unsafe for our team.
• We use eco-friendly, non-toxic cleaning products. If anyone in your household has specific allergies or sensitivities, please inform us in advance.

10. Pets

We are happy to work in homes with pets. However, we ask that animals are secured in a safe area during the clean to avoid disruption, accidental escape, or injury. We cannot be held responsible for pets that are left unsecured during a booking.

11. Valuables & Personal Items

We recommend securing or relocating high-value items, cash, jewellery, and sensitive documents before our team arrives. While our team is fully vetted and DBS-checked, we cannot accept liability for valuables left in open or accessible areas.

12. Airbnb & Short-Stay Let Specific Terms

• Turnover cleans are subject to agreed check-in/check-out times. If guest departure is delayed and our team cannot access the property at the agreed time, additional charges may apply.
• Linen changeover and restocking services are provided based on your specific requirements. Any items to be restocked must be supplied by the client or arranged in advance.
• We are not responsible for damage caused by departing guests.

13. End of Tenancy Specific Terms

• The property should be empty of personal belongings before we arrive. Furniture and items remaining in the property may limit our ability to clean certain areas.
• We clean to the highest standard, but we cannot guarantee that every letting agent or landlord will pass the property on their specific inspection criteria, as standards vary.
• If you require a re-clean to meet specific agency requirements, please contact us within 24 hours of the initial inspection.

14. Force Majeure

We shall not be liable for any failure to perform our obligations where the failure is caused by circumstances beyond our reasonable control, including but not limited to severe weather, flooding, fire, pandemic, government restrictions, or transport disruption.

15. Complaints

We take all complaints seriously. If you have a concern about any aspect of our service, please contact Crystal directly at +44 7576 020 984 or via our contact page. We aim to resolve all complaints within 7 working days.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or the services we provide will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on this page. Where changes are significant, we will notify existing clients directly. Continued use of our services after changes constitutes acceptance of the updated Terms.