BELLA’S HOME SERVICES — POLICIES
(Domestic Cleaning • Airbnb Cleaning • DIY & Home Improvements)
1. General Service Policy
Bella’s Home Services provides Domestic Cleaning, Airbnb Cleaning, and DIY & Home Improvement 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 you receive your confirmation email. Payments may be made by cash or bank transfer. Deposits may be required for larger jobs and will be communicated at the time of booking.
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. If parking is paid or restricted, clients must inform us in advance. Any parking fees incurred by contractors will be added to the final invoice. Someone must be present at the property unless agreed otherwise.
6. Pets & Household Safety
We are a pet‑friendly service. For safety, pets and young children must be kept away from the work area. Pet hair, odours, or mess may require additional cleaning time or charges.
7. Health & Safety
Our team follows 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 our standard service.
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 the client’s hoover is unsuitable, Bella’s Home Services cannot guarantee completion of carpets, staircases, or hard‑to‑reach areas. Unsuitable equipment may result in delays or incomplete areas, and additional charges may apply.
A3. Steam Cleaning Add‑Ons
Steam cleaning is available as an add‑on to selected cleaning services. Steam is a sanitising method, not a general cleaning 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, debris, 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 and does not require the fridge to be empty. For End‑of‑Tenancy cleans, inside fridge cleaning is included only if the fridge is empty; otherwise, the add‑on must be booked.
A4. Standalone Steam Sanitising Services
Standalone steam appointments are available for customers who want steam sanitising only, without booking a full clean. These services are suitable for pre‑cleaned properties.
Standalone steam services may include:
Bathroom steam sanitising
Kitchen steam sanitising
Floor steam refresh
Sofa or mattress steam sanitising
Requirements:
Property must be pre‑cleaned
No clutter or heavy dirt
Upholstery must be vacuumed
Only heat‑safe materials can be steamed
Limitations: Steam cannot be used on real wood floors, velvet, silk, or heat‑sensitive fabrics. Steam cleaning does notinclude inside appliances.
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, including:
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, rescheduling, or late check‑out fees.
B4. Property Condition
Clients must inform us of damage, maintenance issues, or excessive mess. If the property requires additional time beyond the booked service, extra charges may apply.
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 during booking.
DIY & HOME IMPROVEMENTS POLICIES
(Furniture Assembly • Mould Removal • Painting & Decorating)
C1. Furniture Assembly
We assemble items according to manufacturer instructions. We are not responsible for defects, missing parts, or structural issues caused by the product design. Wall‑fixing requires client consent and confirmation of wall type.
C2. 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.
C3. Painting & Decorating
Durations are estimates and may vary depending on wall condition, colour changes, or prep work. Colour changes may require extra coats and will incur additional charges. Clients must clear rooms or select the Furniture Move add‑on. Paint Supply pricing is a base estimate and may vary depending on paint type or brand.
9. Damage & Liability
Bella’s Home Services is not liable for:
Pre‑existing damage
Structural issues
Damp or mould caused by leaks
Furniture defects or missing parts
Paint reactions due to previous coatings
Items breaking due to age or wear
Accidental damage caused by contractors will be reviewed case‑by‑case.
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’ll do our best to resolve them.