+ WHEN WILL MY MAID ARRIVE?

We ask our clients for a 1-hour arrival window. This ensures a buffer between appointments.

Since we always guarantee never to leave your home until everything is complete and finished up to our high standards, sometimes earlier appointments will have us running late.

+ HOW MANY CLEANERS WILL YOU SEND?

It would usually depend on our availability. We usually send 1 or 2 cleaners. It would depend on the service type, size and condition of the house and cleaners availability. Since we offer a flat rate fee, our cleaners makes sure that they don't leave until they finish the cleaning task.

+ ARE THERE LATE CANCELLATION FEES?

Yes. If you cancel within 48 hours of your appointment you will incur a $70 late-cancellation fee. This fee goes to our cleaners and staff, as we would have otherwise obtained a job to fill that time slot.

We appreciate if you would give us complete and detailed instructions on how to enter your home too, failure to gain access to the apartment by our cleaner will also incur a $70 cancellation fee. Please also note that we send reminder emails 3 days before the appointment date and also a day before the appointment date to since we do not want to charge the fee as much as possible.

+ When do I need a deep cleaning service?

We normally suggest a deep cleaning service to houses that appears to be more challenging to clean and will take longer hours to finish. This also applies to houses which has not been cleaned for a long time. Since we do not do ocular visits before cleaning, our professional cleaner will assess the house upon arrival and we will notify you once your home needs the deep cleaning service.

+ ARE YOU PET FRIENDLY?

We love pets. Our cleaners work around them all the time and we never have any issues. The loud noise of the vacuum does occasionally cause a scare and in cases like that we're always happy to accommodate special arrangements.

To ensure the best service please try and keep pets out of your cleaner's way so that they can give their complete focus and attention to the cleaning task at hand.

For pets like dogs who feel uncomfortable having a stranger in your home, we appreciate if you would leave them secured for your pet's welfare and for our cleaner's safety as well.

+ Will I always have the same team or cleaner each time?

For recurring service we try our best to send the same cleaner on each appointment because we understand that the same cleaner has been familiar with your home already however, sometimes due to illness, vacations, or other reasons beyond our control, we may have to substitute another team to clean your home. We will inform you of the change beforehand if not, we will send someone who has cleaned for you in the past or an equally efficient cleaner. You may choose to keep the appointment with a different cleaner or may choose to reschedule your appointment once your preferred cleaner becomes available. If security is a concern, please do know that every cleaner by Sparkly Maid undergoes a background check and drug and alcohol testing. In addition, every team member is fully trained to do the best job possible.

+ Do I need to be home when you clean?

You may or may not be present during the home cleaning. Rest assured that our cleaners are very well trained to do their expertise and will clean your home with a personal touch, however if you wish to provide instructions to our cleaner upon the first appointment, you are absolutely welcome to do so.

+ Is there a way that I can leave for work but your maid can still gain access safely to my home?

Our cleaners are totally reliable and can be good in picking up instructions. For house owners, typically entrust us with their key by hiding the it on their lock box or somewhere safe where our cleaners can be given detailed instructions as to where they can find it, for condo and apartment owners on the other hand, leave the key to the reception area. We also ask this question on our booking form for our cleaners to have an ease of access and can dedicate their time on cleaning right away.

+ Can I reschedule my recurring maid services?

You can skip, reschedule, or even cancel as long as you do it within 48 hours before your cleaning appointment otherwise we charge late fee of $70. When it comes to signing up for the recurring service, Sparkly Maid doesn’t push for any long terms on contracts, you may cancel after your second appointment

+ What forms of payment does Sparkly Maid Hoffman Estates take?

At this time, we have a cash free payment system and credit card is our main mode of payment.

+ What are your payment terms?

We place a temporary hold on your credit card days prior to the appointment date only guarantee the slot because we reserved the date and time especially for you. Rest assured that the charge is placed after the service has been rendered.

+ What is not included?

Moving heavy items, outdoor work, putting away dishes, carpet cleaning and shampooing, steam cleaning, removal of pets and bodily fluids, mold or infestation removal, deep stain removal, wet-wiping light bulbs (risk of breakage is too high), clean chandeliers, putting away dishes, balconies, decks, backyards, and cleaning of areas outside of normal reach or areas above the reach of our 3-foot step ladder.

+ Some parts of my house need extra attention, can your cleaners cater to that?

It depends on what we are cleaning. We do have extra services available upon request and with minimal additional charge. Some of our add on services are cleaning the basement, wiping down on baseboards, cleaning inside the oven and fridge, cleaning of blinds, dishes, cleaning of interior windows, cleaning inside closets. We would love to customize the cleaning for you depending on your house cleaning needs.

+ Do you clean home windows?

Yes, we can clean the interior and exterior of your windows as part of our add on services. For exterior window cleaning, our window technicians are equipped with a ladder that could go as high as 30 feet. We are confident to clean windows that high, which should be sufficient for windows of a 3-storey homes.

+ Do I have to provide supplies and equipment?

Our cleaners are equipped with their own cleaning supplies and solutions however we want to make sure to clean your home to your satisfaction, so we will happily oblige requests to use your own personal cleaning items. We do request that our clients provide us with a vacuum and toilet brush. If you prefer the floors to be mopped than swiffered, please provide us with a mop as well. More importantly, this is done to avoid cross contamination between homes.

+ Do you require term contracts?

We have no term contracts; you can start or stop service at any time after your second appointment. Sparkly Maid relies 100% on the quality of services we provide to retain customers. With our cleaner rating system, we ensure that our cleaners are of high caliber.

+ Are your team members trustworthy?

We do a criminal background check on all of our team members as well as pre-employment and random drug checks. We verify that each candidate has the necessary documentation to work legally in this country. We are licensed, bonded, and insured.

+ Are tips for the cleaner included in the price?

Tips are not included in our pricing, and while most clients do it, tipping is optional. The team members always appreciate recognition of their hard work.

+ I want to thank my cleaner for the amazing work , How do I tip my cleaner?

We have an option to add tip on your booking and can be charged to your credit card. You may add tip using your Sparkly Maid online account or call us to have it added manually.

+ What’s the best way to provide feedback?

We are happy to hear your feedback or constructive criticism. Let us know if there is an area we need to improve. If you are satisfied with your experience with Sparkly Maid, feel free to rate our services online as well. We monitor our online cleaner rating and all our communication lines to ensure that we are always open to correct any situations. You may also send us a detailed feedback on our support email support@sparklymaid.com If you still have questions about our maid service, please contact us at (224) 214-0145 and we will be happy to answer any questions.

• What is the square footage of the house that needs cleaning?
• What kind of condition is my home in?
• How soon do I need the cleaning services?
• What are the areas I would like the cleaners to focus on?
• What type of cleaning service is needed?
• How much time can I accommodate my house cleaner?
• For recurring cleaning services, how often does your home need cleaning?