Terms of Service
These terms govern your use of the sparkbase website and our booking services. They are written for clarity, not to obscure our responsibilities or yours. By booking a cleaning service or using this site, you agree to this agreement.
Our primary commitment is to deliver reliable, high-quality cleaning services across Paris. These terms establish the framework for that commitment—covering everything from how you schedule a service to what happens if something isn't quite right. Effective Date: September 2026.
Our Core Service Principles
Every term in this document is guided by three operational principles. First, Transparency: no hidden fees, clear scope of work for each service tier. Second, Respect: for your home, your time, and the trust you place in us. Third, Accountability: we take ownership of our work and address issues directly and promptly.
These principles aren't marketing slogans; they are operational constraints that define how our team operates. When you read a specific clause below, you'll find its foundation in one or more of these ideas.
Clarity in Every Interaction
Mutual Responsibilities
Client Responsibilities
- ✓ Provide accurate, detailed information during booking (address, access instructions, pet notices).
- ✓ Ensure the space is safe, accessible, and reasonably prepared for cleaning (e.g., excessive clutter removal).
- ✓ Secure personal valuables, sensitive documents, or irreplaceable items prior to service.
- ✓ Provide access to the property at the scheduled time. Late access may result in a reduced service window.
- ✓ Notify us at least 24 hours in advance of cancellations or significant schedule changes.
sparkbase Responsibilities
- • Dispatch a vetted, insured cleaning professional to your location.
- • Perform services according to the agreed-upon scope (Standard, Deep Clean, etc.).
- • Use the cleaning products and methods selected in your booking profile.
- • Provide insurance coverage for your property against damage caused by our staff (subject to policy terms).
- • Address service issues or quality concerns within 48 hours of notification.
Common Pitfalls & How We Avoid Them
Even well-intentioned services can encounter issues. Here’s a transparent look at potential friction points and our built-in safeguards.
Unexpected Charges
A client is surprised by an add-on fee not discussed at booking.
Our Mitigation
All add-ons are presented as optional choices during online booking. The final price is confirmed via email before payment.
Access Issues
Cleaner arrives but cannot access the apartment (lost key, building closed).
Our Mitigation
We send detailed access instructions to the cleaner. Clients receive a reminder text 24h prior. A failed access attempt results in a call to you.
Product Sensitivity
Client with allergies reacts to a standard cleaning product.
Our Mitigation
Our booking form includes an allergy/sensitivity field. Cleaners carry alternative, hypoallergenic products (e.g., Method, Seventh Generation).
Damaged Item
An item is accidentally broken during cleaning.
Our Mitigation
Our cleaners document pre-existing conditions. We maintain liability insurance and have a dedicated claims process to investigate and resolve damage fairly.
Key Trade-offs in Service
Selecting a service involves balancing different needs. Here are common trade-offs we see, and how our structure addresses them.
Frequency vs. Depth
Downside: Weekly light cleans maintain order but may miss built-up grime.
Mitigation: Our "Deep Clean" service is offered as a monthly or bi-monthly option to address neglected areas without committing to weekly cost.
Eco vs. Strength
Downside: Eco-friendly products may require more time or effort for certain tough stains.
Mitigation: We use targeted, effective eco-brands (Method, Ecover) and disclose when a tougher solution is required for specific challenges.
Agency vs. Personal
Downside: Larger agencies may lack a personal touch; solo cleaners may lack coverage.
Mitigation: We are a small team of trusted professionals. You get consistency and accountability without corporate scale.
Have Questions About Your Service?
These terms are a living document. If a situation isn't covered here, we rely on our core principles and direct conversation to find a fair resolution. For direct questions, please contact us.
sparkbase • 168 Rue Oberkampf, 75011 Paris, France
+33 1 43 57 68 90 • [email protected]
Mon-Fri: 9:00-18:00