SparkleBack to home
Sparkle Guarantee

If something's off, tell us — and we'll make it right.

Every paid booking on Sparkle is backed by a 72-hour payment hold. Flag an issue in that window and the cleaner's payout pauses while a real person reviews what happened.

How it works

A clear, mechanical promise.

No fine print. Here's the exact sequence — same one the code runs.

Step 01

You book and pay through Sparkle

Your payment is processed by Stripe and held by Sparkle — not released to the cleaner yet.

Step 02

72-hour review window opens

After the cleaner marks the visit complete, the payment stays held for 72 hours. That's your window to flag anything off.

Step 03

We pause and review if you flag it

Submitting a report freezes the payout automatically. A real Sparkle team member reviews the report and works toward a fair outcome.

The fine print, plainly

What's covered — and what isn't.

We'd rather be honest about the limits than oversell and disappoint you.

Covered

  • Cleaner no-show

    Your cleaner doesn't arrive within the agreed window and doesn't make it right.

  • Service that materially differs from what you booked

    Major scope items skipped or substantially different from the package you paid for.

  • Quality issues you'd reasonably expect us to address

    Bathrooms, kitchens, or floors left in a state a reasonable homeowner wouldn't call clean.

  • Damage caused during the visit

    Reported within the review window with photos. Reviewed case-by-case in coordination with the cleaner.

  • Payment issues tied to a booking

    Double-charges, failed charges, or Stripe processing problems that affect the visit.

Not covered

  • Work that wasn't part of the booking

    If you booked a standard clean and wanted a deep clean, that's an upgrade — not a covered issue.

  • Pre-existing damage or conditions

    Wear, prior stains, or items that were already broken before the cleaner arrived.

  • Reports filed after the review window closes

    After the 72-hour hold ends, the payout is released. We still review emailed reports, but refund options are limited.

  • Bookings paid outside Sparkle

    Cash, Venmo, or other off-platform payments aren't backed by the guarantee — we can't hold a payout that didn't run through us.

  • Subjective preferences

    We can't guarantee every personal preference. The standard is what a reasonable homeowner would call a clean home.

If something goes wrong

How to file a report.

Three steps, under two minutes. Filing immediately pauses the cleaner's payout while we investigate.

Step 01

Open the completed booking

Sign in and go to your bookings dashboard. Find the visit you want to flag — it must be marked completed.

Step 02

Tap 'Report an issue'

Describe what went wrong in plain language. We require at least 20 characters so our team has enough to investigate.

Step 03

We pause the payout immediately

Once submitted, the cleaner's payout is automatically held while a Sparkle team member reviews the report. You'll get a confirmation in-app and by email.

Open my bookings

Or email us directly at support@getsparkleclean.com.

Common questions

Questions homeowners ask.

What if I notice the issue more than 72 hours later?+
Email support@getsparkleclean.com and we'll still review it. The cleaner's payout will have released, so refund options are more limited — but every legitimate report gets a response.
Who decides the outcome?+
A real person on the Sparkle team — not an automated system. Right now, that often means me (Jacob, the founder) reading every dispute personally. We'll usually reach out to both you and the cleaner for context before deciding.
Will I get a full refund?+
Not automatically. Outcomes can include a full refund, partial refund, credit toward a future booking, or — when a report doesn't qualify — a clear written explanation. When the facts are genuinely unclear, we err on the side of the homeowner.
How long does a resolution take?+
Most reports are resolved within three business days. Cases that involve damage claims, conflicting accounts, or coordination with Stripe can take longer — we'll keep you updated.
What about cancellations?+
Pending bookings and cleaner no-shows may qualify for a full refund. Confirmed bookings cancelled more than 24 hours before the scheduled time may also qualify. Cancellations inside the 24-hour window may not be refunded and the cleaner's payout may still be released. Full details are in our Terms of Service.
Does flagging hurt the cleaner?+
The payout pauses while we investigate — that's the point. We don't remove a cleaner over a single report, but a pattern of issues is taken seriously and can affect their access to the platform. Cleaners get a chance to respond to every report.

Book with confidence.

Every booking is backed by the guarantee above. Same standard for every cleaner, every visit.

Get startedContact support

See our Terms of Service for full booking, cancellation, and refund details.