Bella’s Home Services — Terms & Conditions

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

1. Booking & Payment

  • All appointments must be booked through our online booking system or via direct confirmation.

  • Prices are based on the information provided by the client at the time of booking.

  • Payment details may be required to secure your appointment.

  • Full payment is due on the day of service unless otherwise agreed.

  • Additional time or tasks will be discussed before continuing and charged accordingly.

  • Late or missing payments may result in cancellation of future appointments.

2. Accuracy of Information

Clients must provide accurate details regarding:

  • Access instructions

  • Linen availability (Airbnb)

  • Parking arrangements

  • Required materials (DIY)

  • Special requirements or notes

  • Support needs (Support Services)

Incorrect or missing information may cause delays, additional charges, or cancellation.

3. Access to Your Property

  • Clients must provide the correct address and all access instructions before the appointment.

  • Any parking fees must be covered by the client.

  • If we arrive and cannot gain access due to missing instructions or no one being home, the appointment may be cancelled and treated as a late cancellation.

  • If access is delayed, contractors may wait up to 15 minutes before the appointment is shortened or cancelled.

4. Contractor Safety

  • Cleaners, support workers, and contractors must not be placed in unsafe environments.

  • If a contractor feels unsafe at any point, they may leave immediately.

  • In such cases, the full service fee will still apply.

  • Unsafe conditions include (but are not limited to): aggression, harassment, infestations, hazardous materials, or unsafe structural conditions.

5. Pets & Household Safety

  • We are pet‑friendly, but clients must inform us if pets are present.

  • Pets must be secured if they interfere with work or pose a safety risk.

  • We cannot be responsible for pets escaping or causing damage while we are working.

  • Pets and children must be kept away from tools, equipment, and cleaning or DIY products.

Domestic Cleaning Terms

6. Domestic Cleaning Scope

Domestic Cleaning is a general maintenance clean.

Includes:

  • Dusting and wiping reachable surfaces

  • Bathroom tidy and wipe‑down

  • Kitchen tidy and wipe‑down

  • Hoovering and mopping (if equipment is available)

  • Beds made (upon request)

  • Household rubbish emptied

Does Not Include:

  • Deep cleaning

  • Inside oven cleaning

  • Inside fridge cleaning

  • Steam sanitising

  • Carpet or upholstery cleaning

  • Wall washing

  • Decluttering or organising

  • Moving heavy furniture

  • Exterior cleaning

  • Laundry or ironing (unless booked as an add‑on)

If a job requires more time than booked, we will inform you and offer to extend the session where possible.

Airbnb Cleaning Terms

7. Linen

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

8. Late Check‑Outs

  • Late guest check‑outs may cause delays or require rescheduling.

  • Repeated late check‑outs may result in late check‑out fees or refusal of future bookings.

9. Photography (Airbnb)

Cleaners may take photos of:

  • Damage

  • Excessive mess

  • Completed work

Photos are used strictly for internal documentation and reporting to the host.

10. Time Extensions

Extra time may be required for excessive mess, late check‑outs, or additional tasks. Extra time is charged at the standard hourly rate and must be approved before continuing.

DIY & Home Improvements Terms

11. 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.

12. Mould Removal

  • We treat visible mould only.

  • We do not repair leaks, damp, or structural issues causing mould.

  • Recurring mould due to humidity or leaks is not covered under guarantee.

13. Painting & Decorating

  • Durations are estimates and may vary depending on wall condition, colour changes, or prep work.

  • Colour changes may require extra coats and additional charges.

  • Rooms must be cleared or the Furniture Move add‑on selected.

  • Paint supply pricing may vary depending on brand or type.

Steam Cleaning Terms (Add‑Ons & Standalone Services)

14. Steam Cleaning Conditions

Steam cleaning is a sanitising method, not a general cleaning method.

Steam Can Only Be Used On:

  • Pre‑cleaned surfaces

  • Heat‑safe materials

  • Uncluttered areas

  • Vacuumed upholstery

Steam Cannot Be Used On:

  • Real wood floors

  • Velvet, silk, or heat‑sensitive fabrics

  • Loose grout or peeling paint

  • Inside appliances

15. Fridge Policy

  • Inside fridge cleaning can be booked as an add‑on even if the fridge is not empty.

  • For End‑of‑Tenancy cleans, inside fridge cleaning is included only if the fridge is completely empty.

  • If not empty, the add‑on must be booked.

  • Steam machines are provided only when a steam add‑on or standalone steam service is booked.

Support Services Terms

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

16. Scope of Support Services

Bella’s Home Services provides non‑medical support services, including:

  • Home assistance

  • Enhanced support

  • Complex support

  • Personal support (non‑medical assistance with daily living tasks)

  • Routine building

  • Meal preparation

  • Shopping and errands

  • Companionship

These services do not include medical, nursing, or clinical care.

17. Boundaries of Support Services

Support workers cannot provide:

  • Medical or nursing care

  • Medication administration

  • Clinical advice

  • Heavy lifting or physical transfers

  • Childcare

  • Financial management

Support workers can provide:

  • Light personal assistance

  • Household tasks

  • Organisation

  • Meal preparation

  • Shopping

  • Companionship

18. Safety & Conduct

  • Support workers may refuse unsafe tasks.

  • Pets and children must be supervised.

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

Marketing & Photography Permission

19. Photography & Media Use

Bella’s Home Services may request permission to take photos or short videos of completed work for:

  • Website portfolio

  • Social media content

  • Marketing materials

  • Before‑and‑after showcases

Photos will never include personal items, faces, children, or anything that compromises client privacy. Clients may decline photo use at any time.

Liability

20. Liability Limitations

Bella’s Home Services is not responsible for:

  • Pre‑existing damage

  • Structural issues

  • Faulty appliances

  • Paint reactions due to previous coatings

  • Items breaking due to age or wear

  • Fragile items not disclosed before the appointment

Clients must store valuables safely before we arrive. We are not liable for delays caused by traffic, weather, or circumstances outside our control.

Health & Safety

21. Safety Requirements

We reserve the right to refuse work if the environment is unsafe or unhygienic. We do not provide medical or clinical care services.

Client Responsibilities

22. Client Obligations

Clients must:

  • Provide accurate information when booking

  • Ensure the property is accessible at the agreed time

  • Inform us of allergies, preferred products, or special requirements

  • Ensure pets and children are kept safely away from the work area

  • Provide working equipment unless add‑ons are booked

Satisfaction Guarantee

23. Service Concerns

If you are unhappy with any part of the service, please contact us within 24 hours and we will do our best to resolve the issue.

Agreement

24. Acceptance of Terms

By booking any Bella’s Home Services appointment, the client agrees to all Terms & Conditions listed above.