BeLa Cleaning Service Policy

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At BeLa Cleaning, we want every cleaning appointment to feel simple, clear, and respectful for everyone involved. This Service Policy explains what clients can expect before, during, and after a cleaning appointment.

Booking and Appointment Requests

When you book a service with BeLa Cleaning, you are requesting a cleaning appointment for the selected date, time window, service type, and add-ons. All bookings are subject to availability and confirmation.

BeLa Cleaning reserves the right to decline, reschedule, or cancel a booking if there is a scheduling conflict, safety concern, incomplete booking information, or an issue affecting our ability to provide service.

Arrival Windows

To allow for traffic, building access delays, prior appointments, and other reasonable scheduling variables, all appointments are scheduled within an arrival window rather than a guaranteed exact arrival minute.

Unless otherwise stated at the time of booking, your cleaner may arrive within a two-hour arrival window around your scheduled appointment time. If there is a material delay, BeLa Cleaning will make reasonable efforts to notify you.

Arrival times are estimates only and may be affected by circumstances outside of our control.

Access to the Property

Clients are responsible for providing safe, timely, and accurate access to the property.

If your building requires a doorman, concierge, entry code, lockbox, call box, parking instructions, elevator reservation, or any other access arrangement, those details must be provided in advance.

If we are unable to access the property within a reasonable time after arrival, the appointment may be treated as a late cancellation or lockout, and a fee may apply.

Client Preparation

To help ensure an efficient and effective cleaning, clients should prepare the space before the appointment by doing the following:

• securing cash, jewelry, and other valuables;

• putting away fragile, highly sentimental, or irreplaceable items;

• providing reasonable access to the areas to be cleaned;

• removing excessive clutter from floors, countertops, beds, and work surfaces; and

• ensuring utilities such as water and electricity are available.

BeLa Cleaning does not provide organizing, decluttering, hoarding cleanup, mold remediation, biohazard cleanup, pest removal, or heavy lifting unless specifically agreed in writing.

Scope of Standard Cleaning

Unless otherwise specified, a standard cleaning generally includes routine cleaning of accessible living areas, bedrooms, kitchens, and bathrooms, including dusting reachable surfaces, vacuuming, mopping, wiping counters, cleaning sinks, cleaning toilets, wiping exterior appliance surfaces, and general straightening of service areas.

The following are generally not included unless booked as add-ons or specifically included in the service description:

• inside ovens;

• inside refrigerators;

• inside cabinets or drawers;

• interior windows;

• laundry washing or folding;

• dishwashing beyond light incidental dishes;

• wall washing;

• balcony or outdoor area cleaning;

• heavy stain removal;

• excessive pet hair removal;

• post-construction cleanup; and

• move-in or move-out detail work.

Add-On Services

Add-on services must be selected at the time of booking or approved by BeLa Cleaning in writing before or during the appointment. If a client requests additional work at the appointment that was not included in the original booking, BeLa Cleaning may approve, decline, or reschedule that work and may charge an additional fee.

Cancellations and Rescheduling

Clients may cancel or reschedule an appointment without penalty if notice is given at least 24 hours before the start of the scheduled arrival window.

If a client cancels or reschedules less than 24 hours before the appointment, BeLa Cleaning may charge a late cancellation fee.

If a client cancels on the same day, is unreachable, refuses access upon arrival, or otherwise causes the appointment not to proceed, BeLa Cleaning may charge up to the full service amount.

BeLa Cleaning may waive fees in its discretion in cases of genuine emergency, severe weather, or other exceptional circumstances.

Lockouts and No-Access Appointments

If our cleaner arrives and cannot access the property due to missing instructions, unavailable keys, unresponsive client communication, building restrictions, or any other client-side access issue, the appointment may be canceled and treated as a missed appointment.

In that case, BeLa Cleaning may charge a lockout or missed appointment fee up to the full service amount.

Payment

Payment is due in accordance with the payment method selected at booking. By providing payment information, the client authorizes BeLa Cleaning to charge the applicable service fee, any approved add-ons, and any applicable cancellation or no-access fees.

If a payment is declined or reversed, BeLa Cleaning may cancel future service until the outstanding balance is resolved.

Pets

We are happy to clean homes with pets, but the health and safety of clients, pets, and cleaners comes first.

Clients are responsible for informing BeLa Cleaning in advance if pets are present in the home. Pets that may be anxious, territorial, unpredictable, or aggressive must be safely secured during the appointment.

If a cleaner believes a pet presents a safety risk, the cleaner may pause, limit, or end the cleaning. In those cases, full or partial charges may still apply.

BeLa Cleaning is not responsible for pets escaping due to faulty doors, uncommunicated instructions, or unsafe home conditions.

Safety and Service Refusal

BeLa Cleaning reserves the right to refuse, stop, or limit service if a property presents unsafe, unsanitary, illegal, threatening, or unreasonable working conditions.

This includes, without limitation:

• biohazards;

• infestation or pest conditions creating unsafe work conditions;

• mold or hazardous substances;

• human or animal waste beyond ordinary household cleaning;

• weapons left in open or unsafe areas;

• harassment, abusive conduct, or discriminatory conduct;

• unsafe structural or electrical conditions; or

• any situation where a cleaner reasonably feels at risk.

If service is refused or stopped for safety reasons, full or partial charges may still apply.

Damage or Breakage

BeLa Cleaning asks clients to report any alleged damage, breakage, or missing item within 24 hours after the appointment.

To help us review the issue fairly, clients should provide:

• a written description of the issue;

• photos, where available; and

• any relevant details regarding the item or area.

BeLa Cleaning is not responsible for pre-existing damage, normal wear and tear, manufacturer defects, unstable or improperly installed fixtures, or items that were not secured appropriately.

If BeLa Cleaning determines that damage more likely than not occurred during service and was caused by our cleaner’s conduct, we may, at our discretion, repair, replace, or reimburse the item at a reasonable value.

Satisfaction and Re-Cleans

If you are dissatisfied with the quality of a cleaning, you must notify BeLa Cleaning within 24 hours of service.

If the issue falls within the scope of the original booking and is verified by BeLa Cleaning, we may offer a re-clean of the affected area at no additional charge. Re-cleans are the preferred remedy for service quality complaints.

Refunds are not guaranteed and are issued only at BeLa Cleaning’s discretion.

A re-clean will not be offered for:

• issues reported after 24 hours;

• areas that were inaccessible at the time of service;

• work outside the original scope;

• normal settling of dust after service;

• dissatisfaction caused by clutter, damage, or home conditions not disclosed in advance; or

• conditions that would have required a deep clean or specialty service rather than the service booked.

Inclement Weather and Emergencies

In cases of severe weather, travel disruptions, public emergencies, or other events outside of our reasonable control, BeLa Cleaning may reschedule or cancel appointments for safety reasons.

If we cancel for these reasons, clients will not be charged a cancellation fee.

Service Area

BeLa Cleaning provides services only within the areas we choose to serve. We reserve the right to change our service area at any time.

Policy Updates

BeLa Cleaning may update this Service Policy from time to time. The version posted on our website at the time of booking will apply unless otherwise required by law.