BRIGHTSPARK SOLUTIONS CLEANING SERVICES
Terms & Conditions
1. Customer Satisfaction & Complaints
In the unlikely event that a client is dissatisfied with any service provided by Brightspark Solutions Cleaning Services, all concerns must be reported within 24 hours of completion of the service.
Once a valid complaint has been received and assessed, we will arrange to rectify the issue within 3 working days, where applicable.
Failure to report issues within this timeframe may limit our ability to investigate or offer remedial action.
2. Payment Terms
All standard cleaning services must be paid in advance at the time of booking, unless otherwise agreed in writing by management.
Alternative payment arrangements may be considered at our discretion at the time of booking.
For Extreme, Hoarder, Decluttering, and Trauma Cleaning Services, payment plans may be offered depending on the size and scope of the job. Any arrangement must be agreed prior to commencement of work.
3. Refunds & Re-Service Policy
Payments made for services provided by Brightspark Solutions Cleaning Services are generally non-refundable once a booking has been confirmed and the service has commenced or been completed.
If a client is dissatisfied, this must be reported within 24 hours of completion in line with our complaints procedure.
Where a complaint is deemed valid and the service has not been carried out to a reasonable standard, we will offer one of the following at our discretion:
- A re-clean or remedial visit to address the specific issue raised, within 3 working days, or
- A partial refund, only where a re-clean is not reasonably practical or appropriate.
Refunds will not be issued where:
- Incorrect or incomplete information was provided at the time of booking
- Access, utilities, or working conditions prevented completion of the service
- The service was completed in line with the agreed scope but did not meet subjective expectations
- A reasonable offer of remedial work has been refused
All refund and remediation decisions are made following internal assessment.
4. Cancellations & Amendments
Clients may request to reschedule a booking; however, a minimum of 48 hours’ notice is required.
Where less than 48 hours’ notice is given, a cancellation fee of up to 50% of the booking value may apply.
All cancellations are non-refundable once a booking has been confirmed.
5. Access, Delays & Client Responsibilities
If our staff are unable to access the property at the agreed time, or are prevented from completing the service due to client-related issues, the full service charge will still apply.
A 15-minute grace period is allowed for client lateness. After this time, the booking duration may be reduced without adjustment to the fee.
The following conditions remain the client’s responsibility and may result in full charges being applied:
- No access to property
- Client no-show
- Late arrival beyond grace period
- No electricity or running water (including hot water where required)
- Unsafe or obstructed working conditions
- Animals not secured during cleaning
- Parking restrictions preventing access
6. Service Information & Communication
All relevant details regarding the property and required work must be provided at the time of booking.
Failure to disclose accurate information may affect service delivery and will not be the responsibility of the company.
All changes, issues, or concerns must be communicated directly to the office via telephone or official contact methods. Failure to do so may result in additional charges where services cannot be completed as planned.
We do not provide professional legal or specialist advice, but may offer general recommendations based on experience.
7. Payment Methods
We accept:
- Bank transfer
- PayPal
- Cash (only where pre-agreed in advance)
8. Right to Refuse or Withdraw Service
Brightspark Solutions Cleaning Services reserves the right to refuse or withdraw services where conditions are unsafe, unsuitable, or significantly differ from those disclosed at booking.
9. Agreement
By confirming a booking, the client confirms acceptance of these Terms & Conditions in full.
We reserve the right to update these terms at any time.
10. Waste Removal & Rubbish Handling
During all cleaning services, any rubbish, waste, or unwanted items identified for disposal will be bagged and immediately removed from the interior of the property.
All waste will be placed outside the property in a designated or agreed area for collection or disposal, and will not be stored inside the property once removed.
Ownership of all items remains solely with the client until disposal is completed. Brightspark Solutions Cleaning Services does not claim ownership of any items removed during the service.
The client is responsible for clearly identifying any items that must be retained before or during the cleaning process.
We accept no liability for:
- Items disposed of following client instruction (verbal or written)
- Items later identified as required or valuable after removal approval
- Documents, paperwork, or personal belongings not clearly marked or communicated for retention
Final responsibility for confirming what is to be kept or discarded remains with the client.