Plain-language terms for cancellation, privacy, and refunds.
Three short sections written the way we would explain them on the phone — covering how to change a booking, what we do with your information, and what happens if a visit falls short of the 100% 24-hour re-clean guarantee.
Reschedule or cancel anytime — by text or email.
Plans shift. We make changing or cancelling a visit straightforward, with generous notice and no surprises on the bill.
You can reschedule or cancel any appointment, any time, by sending us a text or an email. There is no online-only portal to navigate and no phone-tree to wait on — just a real reply, usually within the hour during business hours.
Notice window and what happens:
- 24+ hours before the scheduled arrival — free reschedule, or a full refund if you would rather cancel outright. No fee of any kind.
- Less than 24 hours notice — we extend one courtesy reschedule; repeated same-day cancellations may be charged a small trip fee disclosed at booking, so the team is not out of pocket for a route they cannot reuse.
- Recurring schedules — pause, change frequency, or cancel at any time between visits, with no penalty. We pro-rate cleanly and stop billing the moment you ask.
If a weather emergency, illness, or anything outside your control keeps us from making it on time, we reach out before charging anything and we work around it. The fee structure above is for the routine case, not the exception.
Your home, your data — held tightly, used only to do the job.
We collect the minimum needed to scope, schedule, and complete your clean. We do not sell, rent, or trade customer information, and we keep background-check records internal to our hiring process.
What we collect:
- Name, address, phone, and email — to schedule visits, send text reminders, and reply to messages.
- Home details needed to scope the job — square footage, number of bedrooms and bathrooms, pets, surfaces that need special products. This stays on your job card and is shared with the assigned team only.
- Payment card data handled by our PCI-compliant payment processor — we never see full card numbers, never store them on our servers, and never email them.
- Standard server logs (IP, browser, timestamp) for security and abuse prevention — retained for a short rolling window and never tied to your profile.
What we do not do:
- Never sell, rent, or trade customer information — to marketers, data brokers, or anyone else.
- Never share with contractors who would not already be on your job card.
- Never publish customer addresses, photos, or reviews without written permission.
Background checks:
- Every cleaner is ID-verified and reference-checked before their first job.
- Background-check results stay internal to our hiring process and are not shared with customers, third parties, or other cleaners.
- If you want to confirm a cleaner for an upcoming visit by photo, send a text and we will send one before they arrive.
Cookies and site data:
- Only what is needed to keep the site working and remember your theme preference (light or dark).
- No advertising trackers. No third-party analytics that follow you around the web. No remarketing pixels.
Your rights:
- Ask what we have on file for you.
- Correct anything that is wrong.
- Ask us to delete it — and we will, including the underlying job history.
- Email moneyfamily4839@gmail.com with any of the above. We respond within one business day.
A re-clean first, a refund if it still does not land.
Best Sparkle and Shine stands behind a 100% 24-hour re-clean guarantee. If a re-clean still does not resolve it, the full price of the visit comes back to you — no forms to fill in.
The re-clean comes first.
- Tell us within 24 hours of the visit if a spot was missed — by text, email, or a quick photo.
- We re-clean the same area within 24 hours of hearing from you, at no charge.
- No upsell, no debate, no follow-up survey before we dispatch the team.
If the re-clean still does not resolve the issue, we refund the full price of that visit. One-time cleans and recurring visits are both covered.
Refunds are returned to the original payment method within a small number of business days; the exact window depends on your card issuer, but the refund leaves our side the same day we agree that one is owed.
If a cleaner is unable to complete the job for any reason on our end, we do not charge for the partial visit, and we offer a re-clean or a full refund — your choice.
Reach out and a person replies the same business day.
Email moneyfamily4839@gmail.com or use the contact form — whichever is easier. We read every message ourselves and get back to you with a real answer, not a templated bounce.