Bella’s Home Services — Policies

(Domestic Cleaning • Airbnb Cleaning • Commercial Cleaning • DIY & Home Improvements • Support Services)

1. General Service Policy

Bella’s Home Services provides Domestic Cleaning, Airbnb Cleaning, Commercial Cleaning, DIY & Home Improvement services, and non‑medical Support Services. All work is carried out by vetted, self‑employed contractors. Clients must provide accurate information about their property, access, and job requirements.

2. Booking & Payments

  • Bookings are confirmed once a confirmation message or email is sent.

  • Payments may be made by cash or bank transfer.

  • Deposits may be required for larger or commercial jobs.

  • Add‑ons and extra time are charged separately.

  • Invoices are available for commercial and support clients.

3. Cancellations & Rescheduling

  • 24 hours’ notice is required for cancellations or rescheduling.

  • Less than 24 hours’ notice may incur a fee.

  • Missed appointments with no notice may be charged at the full service rate.

  • If contractors cannot access the property, a call‑out fee may apply.

4. Same‑Day Booking Fee

  • Same‑day appointments incur a £20 Same‑Day Booking Fee.

  • This covers priority scheduling and contractor availability.

  • If we cannot fulfil the same‑day request, the fee will not be charged.

5. Access & Parking

  • Clients must ensure safe and reasonable access to the property or unit.

  • If parking is paid or restricted, clients must inform us in advance.

  • Any parking fees incurred will be added to the final invoice.

  • Someone must be present unless agreed otherwise.

6. Pets & Household Safety

  • We are a pet‑friendly service.

  • Pets and young children must be kept away from the work area for safety.

  • Excess pet hair, odours, or mess may require additional cleaning time or charges.

7. Health & Safety

  • Contractors follow safe working practices at all times.

  • We reserve the right to refuse service if a property is unsafe or unhygienic beyond reasonable expectations.

  • Hazardous materials or bodily fluids cannot be cleaned as part of standard services.

8. Customer Responsibilities

Clients must:

  • Ensure the area is accessible and clutter‑free

  • Provide accurate access instructions

  • Inform us of hazards, delicate materials, or special requirements

  • Notify us of allergies or sensitivities to cleaning or DIY products

Domestic Cleaning Policies

A1. Cleaning Scope

Cleaners follow the checklist for the service booked (Standard, Deep, End of Tenancy, etc.). Additional tasks must be booked as add‑ons.

A2. Equipment & Hoover Policy

Cleaners normally bring their own hoover, mop, and essential cleaning products. Clients may choose to use their own hoover, but it must be:

  • Lightweight

  • Fully functional

  • Suitable for stairs and tight spaces

If unsuitable, Bella’s Home Services cannot guarantee completion of carpets, staircases, or hard‑to‑reach areas. Delays or incomplete areas may incur additional charges.

A3. Steam Cleaning Add‑Ons

Steam cleaning is available as an add‑on. Steam is a sanitising method and can only be carried out on pre‑cleaned surfaces.

Steam add‑ons may include:

  • Bathroom steam sanitising

  • Kitchen steam sanitising

  • Floor steam refresh

  • Mattress or sofa steam refresh

Requirements:

  • Surfaces must be pre‑cleaned

  • Upholstery must be vacuumed

  • No clutter or heavy dirt

  • Only heat‑safe materials can be steamed

Limitations: Steam cannot be used on:

  • Real wood floors

  • Velvet, silk, or heat‑sensitive fabrics

  • Loose grout or peeling paint

  • Electrical sockets or appliances

Appliance Policy: Steam cleaning does not include inside appliances. Inside fridge cleaning is available as an add‑on. For End‑of‑Tenancy cleans, inside fridge cleaning is included only if the fridge is empty.

A4. Standalone Steam Sanitising Services

Standalone steam appointments are available for pre‑cleaned properties. Same requirements and limitations apply.

Airbnb Cleaning Policies

B1. Linen Policy

Bella’s Home Services does not provide linen. Clean linen must be available on site before the clean begins. If linen is not available, the appointment may be cancelled or rescheduled.

B2. Access Requirements

Clients must provide clear access instructions (key safe codes, door codes, lockbox locations, building entry details). If cleaners cannot access the property within 15 minutes, the appointment may be cancelled and the full fee charged.

B3. Same‑Day Turnovers

Same‑day turnovers must be declared in advance. Late guest check‑outs may cause delays or rescheduling.

B4. Property Condition

Clients must inform us of damage, maintenance issues, or excessive mess. Extra charges may apply if additional time is required.

B5. Supplies & Equipment

Clients must ensure the property has:

  • A working hoover

  • A mop & bucket

  • Basic cleaning supplies

If not, the relevant add‑ons must be selected.

Commercial Cleaning Policies

(Office Cleaning • Retail & Shop Cleaning • Storage Unit Cleaning)

C1. Service Scope

Commercial cleans follow the package selected (Small, Standard, Deep, Commercial). Add‑ons are available for organisation, rubbish removal, odour treatment, and appliance cleaning.

C2. Access & Safety

Clients must ensure safe access to offices, shops, or storage units. If access is delayed or restricted, additional charges may apply.

C3. Equipment

Contractors bring professional cleaning products and equipment. If specialist equipment is required, this will be discussed during booking.

C4. Rubbish Removal

Light rubbish removal is included. Heavy or bulky rubbish removal is an add‑on and may require two cleaners.

DIY & Home Improvements Policies

(Furniture Assembly • Mould Removal • Painting & Decorating)

D1. Furniture Assembly

Items are assembled according to manufacturer instructions. We are not responsible for defects, missing parts, or structural issues caused by product design. Wall‑fixing requires client consent and confirmation of wall type.

D2. Mould Removal

We treat visible mould using industry‑standard solutions. We do not repair leaks, damp, or structural issues causing mould. Recurring mould due to humidity or leaks is not covered under guarantee.

D3. Painting & Decorating

Durations are estimates and may vary depending on wall condition or colour changes. Colour changes may require extra coats and additional charges. Clients must clear rooms or select the Furniture Move add‑on. Paint supply pricing may vary depending on brand or type.

Support Services Policy

(Enhanced Support • Complex Support • Home Assistance • Personal Support)

S1. Scope of Support Services

Bella’s Home Services provides non‑medical support services designed to assist individuals with daily living, home organisation, wellbeing routines, and practical household tasks. These services are not medical, nursing, or clinical care, but may include light personal assistance to help clients maintain independence at home.

Support services may include:

  • Home assistance

  • Enhanced support

  • Complex support

  • Personal support (non‑medical help with daily living tasks such as dressing, grooming, toileting assistance, and mobility support)

  • Routine building

  • Meal preparation

  • Shopping and errands

  • Companionship and wellbeing support

S2. Client Eligibility & Requirements

Clients must:

  • Provide accurate information about their needs

  • Disclose any risks or behavioural concerns

  • Confirm that no medical or nursing care is required

  • Ensure the environment is safe for support workers

S3. Boundaries of Support Services

Support workers cannot provide:

  • Medical or nursing care

  • Medication administration

  • Clinical advice or observation

  • Heavy lifting or physical transfers

  • Childcare or babysitting

  • Financial management

Support workers can provide:

  • Light personal assistance (non‑medical)

  • Household tasks

  • Organisation and routine building

  • Meal preparation

  • Shopping

  • Companionship

  • Home management support

S4. Safety & Risk Management

  • Support workers may refuse unsafe tasks.

  • Pets and children must be supervised.

  • Aggressive behaviour or unsafe environments may result in immediate termination.

S5. Access & Environment

Clients must ensure:

  • Safe access

  • A clean and reasonable working environment

  • Clear instructions

  • Availability of required household items

S6. Time, Scheduling & Session Length

  • Support sessions are booked in fixed time blocks.

  • Additional time must be agreed before continuing.

  • Client‑caused delays may reduce session length without refund.

S7. Confidentiality & Professional Conduct

  • All client information is confidential.

  • Professional boundaries are maintained at all times.

  • Workers cannot engage in personal relationships or financial arrangements.

S8. Cancellations & Missed Sessions

  • 24 hours’ notice is required.

  • Less than 24 hours’ notice may incur a fee.

  • Missed sessions may be charged at the full rate.

S9. Liability & Limitations

Bella’s Home Services is not liable for:

  • Pre‑existing damage

  • Medical incidents

  • Unsafe environments

  • Outcomes outside the support session

  • Tasks performed outside the agreed scope

Accidental damage will be reviewed case‑by‑case.

S10. Satisfaction & Feedback

If you have concerns about your support session, please contact us within 24 hours.

10. Privacy & Data

Your personal information is used only for booking, communication, and service delivery. We do not share your details with third parties.

11. Satisfaction Guarantee

If you have any concerns about your service, please contact us within 24 hours and we will do our best to resolve them.