Your rights as a customer
Plain-English terms for every USparkle Squad clean. No small print, no surprise charges.
- 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.
- 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.
- 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.
- 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.
- 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.
Payment help
What am I charged for?
The hourly rate times the hours you book, plus any extras you choose, an excess-distance charge for far-away addresses and an express fee for Clean Now. Every item is listed before you pay, and the total shown is the final amount.
When is my card charged?
For Clean Now, the amount is held on your card and only taken when a cleaner accepts. If nobody accepts, the hold is released and you pay nothing.
How do refunds work?
If part of the clean falls short and a return visit isn't practical, we refund that part. Refunds go back to the card you paid with and usually arrive in 5 to 10 working days.
What does cancelling cost?
Nothing if you cancel or move the clean more than 48 hours before it starts. Inside 48 hours, a 50% late-notice charge applies. If nobody can let the cleaner in, it counts as a late cancellation.
My booking cost more than I expected. What do I do?
Email info@capital2hygiene.co.uk within 14 days with your booking reference and what looks wrong. We check every line and reply within one working day. Any mistake is refunded in full. Tip: set a maximum budget at checkout and we'll warn you before you pay.