Your rights as a customer
Plain-English terms for every USparkle Squad clean. No small print, no surprise charges.
Cancellations and rescheduling
- Cancel or move your clean free of charge any time up to 48 hours before it starts.
- Inside 48 hours, a 50% late-notice charge applies because your cleaner has held the slot.
- If nobody can let the cleaner in on the day, the clean is treated as a late cancellation.
- You can reschedule yourself from your booking page whenever more than 48 hours remain.
Payments and refunds
- You always see the full price before you confirm — hourly rate, any mileage and any express fee.
- Clean Now holds the amount on your card when we start searching and only takes it when a cleaner accepts.
- If no cleaner accepts, the hold is released automatically and you are charged nothing.
- Tips are optional, charged separately after the clean, and passed to your cleaner in full.
Our re-clean guarantee
- Not happy with something? Tell us within 48 hours of the clean finishing.
- We send a cleaner back to put it right at no extra cost.
- If a return visit isn't practical, we refund the part of the clean that fell short.
Vetting, insurance and your home
- Every cleaner is ID-checked, has a signed contractor agreement and holds valid public liability insurance.
- Accidental damage is covered by that policy — report it within 48 hours with photos.
- Entry notes and key-safe codes are only shown to the cleaner assigned to your clean.
- You can ask for a different cleaner at any time, no explanation needed.
Complaints
- Message your cleaner in the app first — most things are sorted the same day.
- Still unhappy? Email hello@sparklesquad.co.uk and we respond within one working day.
- We aim to resolve every complaint within five working days and will tell you the outcome in writing.
- Nothing here affects your statutory rights under the Consumer Rights Act 2015.