Customer Guide

1Parties and acceptance

This Service Agreement (the “Agreement”) is between Belleza’s Home Services & Management (“Belleza’s”, “we”, “us”) and the person or entity booking the service (the “Client”, “you”). You accept this Agreement, and confirm that you are at least 18 years old and authorized to contract for the service address, when you do any of the following:

• Approve a quote in our client hub (Jobber) or by email, text, or phone;
• Provide a payment method to be kept on file;
• Allow our team to enter the property and begin the service.

Electronic acceptance is binding. Under the California Uniform Electronic Transactions Act (Civil Code section 1633.1 and following) and the federal E-SIGN Act, your electronic approval, signature, initials, or written confirmation has the same effect as a handwritten signature. We keep the date, time, and delivery record of your acceptance.

This Agreement, the approved quote, and the Customer Guidelines in Part B together form the entire agreement between us and replace any earlier version. If a quote and this Agreement conflict, the quote controls for price and scope only.

2Services, estimates, and scope

Your quote describes the service type (recurring, one-time, deep, move-in, move-out, or short-term rental turnover), the areas included, and the price. Anything not listed in the quote is outside the scope.

• Estimates are based on the information you give us. If the home requires more work than described (heavy buildup, pet hair, post-construction dust, clutter, biohazard conditions), we may adjust the time or price after a walk-through, and we will confirm the change with you before continuing.
• Per-job pricing. Most services are priced per job, not per hour. A well-trained team with professional products finishes faster than an untrained one; a shorter visit does not reduce the price. If you reduce the scope on the day of service without prior approval from our office, the full quoted price still applies.
• Hourly pricing. Some services (organizing, decluttering, custom requests, and jobs we cannot estimate in advance) are priced per hour, per technician, with the rate and minimum stated in your quote. Time is counted from arrival to departure and billed in 15-minute increments after the minimum. The hours in an hourly quote are an estimate, not a cap; if we expect to exceed the estimate by more than 30 minutes we will tell you before continuing.
• Additional services (inside oven, inside refrigerator, inside cabinets, blinds, dishes, laundry, interior window panes, organizing, decluttering) are quoted separately and charged only with your approval.
• Quotes are valid for 5 days from the date sent, after which prices may change.

3Payment terms

No pay, no clean. Payment is due in full on the day of the service. Our technicians do not handle any form of payment. We accept payment only through a payment method kept on file: a credit or debit card, or a bank account (ACH). Cash and checks are not accepted unless approved in writing by our office.

Deposit. A deposit of $50 or 10% of the quoted total, whichever is greater, is charged at booking for every new client and for every one-time, deep, move-in, move-out, and short-term rental service. The deposit is applied to your final invoice. It is non-refundable if you cancel for any reason, because it reserves a crew and a time slot that we turn away other clients for.

Balance. The balance is charged to the payment method on file on the day of service, after the visit is marked complete in our system and the final price is confirmed (including any adjustment agreed after the walk-through or any additional service you approved). You receive an invoice and receipt by email for every charge. For recurring clients, each visit is charged the same way; no deposit is taken for later visits.

Declined or expired payment methods. If a charge is declined, we will notify you by text and email. You must provide a valid payment method within 3 business days. Service is paused until the balance is paid. A $25 late fee applies to any balance unpaid 7 days after the service date, and a further $25 for each additional 30 days the balance remains unpaid. Unpaid balances also accrue interest at 10% per year, the maximum permitted by California law (Civil Code section 3289).

Removing your payment method. You may remove or replace a payment method at any time. Removing it does not cancel any amount already owed, and service is paused until a valid payment method is on file. If a payment method is removed while a balance is open, the balance is immediately due, late fees apply as above, and any future service requires prepayment in full.

Returned payments. A returned check or returned ACH debit is subject to a service charge of $25 for the first occurrence and $35 for each later occurrence, as permitted by California Civil Code section 1719, plus any bank fees we incur.

Tips. Tipping is never required and always appreciated. Tips added through our office go 100% to the technicians who cleaned your home.

Annual price adjustment. To keep up with wages, insurance, and supply costs, recurring prices are adjusted once a year, on January 1, by up to 5% (rounded to the nearest dollar). We send written notice of the new price by email at least 30 days before it takes effect. Continuing service after that date means you accept the new price; you may cancel at any time before it under section 7. Larger changes, or changes at any other time, require your approval of a new quote.

4Payment method on file: authorization

By providing a card or bank account and accepting this Agreement, you make the following authorization. Please read it carefully; it is the basis for every charge we make.

• Storage. You authorize Belleza’s to securely store your payment credentials with our payment processor (Jobber Payments, powered by Stripe) and to use them for the charges described in this Agreement. We never see or store your full card number.
• What we may charge. You authorize charges for: (a) the deposit; (b) the quoted price of each service, including approved adjustments after a walk-through; (c) additional services you approve in writing, by text, or verbally to our office; (d) reserved-time fees for late cancellations, lockouts, and no-access visits under section 6; (e) late fees, returned payment fees, and interest under section 3; and (f) any other amount you agree to in writing.
• Recurring charges. For recurring service, you authorize a charge after each scheduled visit, at the frequency and price in your quote, until you cancel under section 7 or we end the service. The amount may vary if you approve additional services or a scope change; we will always send an invoice showing the amount.
• ACH (bank account) authorization. If you provide a bank account, you authorize Belleza’s to initiate electronic debits from that account for the amounts above, and credits to correct any error. This authorization stays in effect until you revoke it in writing with at least 3 business days notice, and any balance already owed remains due.
• Card verification. We may run a temporary authorization (usually $0 to $1) to confirm your card is valid. It is released automatically and is not a charge.
• Your responsibility. You confirm that you are the cardholder or account holder, or that you have the account holder’s permission. The name and billing address you give us must match the payment method. We may decline or cancel a booking if they do not.

5Scheduling and arrival

• We service homes between 7:00 a.m. and 5:00 p.m., Monday to Saturday. Exact arrival times are not guaranteed except for the first appointment of the day; we give you an estimated arrival window of up to 3 hours and will update you by text if it changes.
• If our team starts later in the day, they will still complete your cleaning that day. If you are not comfortable with a late arrival, tell us immediately so we can reschedule.
• Our technicians clock in and out in our scheduling app. Their GPS location and time are recorded at arrival and departure. This protects both of us and is part of the service record for every visit.
• Our office is open Monday to Friday, 8:30 a.m. to 5:30 p.m. Requests received outside these hours are treated as received the next business day.

6Cancellations, rescheduling, lockouts, and reserved-time fees

When you book a visit, we reserve a crew, a vehicle, and a time slot for you and turn away other clients for that time. The fees below are not penalties; they are a reasonable estimate of the cost of that reserved time, which is difficult to calculate exactly, and you agree to them as liquidated damages under California Civil Code section 1671.

• Notice deadline. To cancel, skip, or reschedule at no charge, notify our office by 5:30 p.m. at least 2 business days before the scheduled date. Example: for a Wednesday visit, notify us by 5:30 p.m. Monday. For a Monday visit, notify us by 5:30 p.m. the previous Thursday.
• Late change (less than 2 business days). 50% of the quoted price for that visit.
• Same-day cancellation, for any reason. 100% of the quoted price for that visit.
• Lockout, no access, or turned away. If our team arrives and cannot enter (no one home, wrong code, key missing, lockbox empty, alarm not disclosed, team refused entry), we will call and text you and wait 20 minutes. If access is not provided within that time, the visit is billed at 100% as a reserved-time fee and marked complete. If you provide access later than 20 minutes, the cleaning time is reduced by the delay and the full price applies.
• Unsafe or biohazard conditions. If the team must leave because of a condition described in Part B (biohazard, unsafe behavior, fumes, uncontrolled pets), the visit is billed at 100% as a reserved-time fee.
• How to cancel or reschedule. By email, text, or phone to our office. A change is only confirmed when you receive a written confirmation from Belleza’s. Messages to a technician do not count as notice.
• Frequency adjustment. Recurring prices are based on frequency. If you skip visits so that the actual interval between cleanings is longer than your plan (for example, a weekly client whose home is cleaned every two weeks), the next visit is priced at the rate for the actual interval, because the home requires more work.
• Emergencies. We know real emergencies happen. Giving us a reliable way to enter your home (garage code, lockbox, smart lock) is the best way to avoid a fee when you cannot be there. Talk to us; we will find a solution when we can.

7Recurring service: how it works and how to cancel

This section is written to satisfy the California Automatic Renewal Law (Business and Professions Code section 17600 and following).

• What you are agreeing to. Your recurring plan continues at the frequency in your quote (weekly, every other week, or monthly) until you cancel. Each visit is charged after it is completed at the price in your quote, plus any additional services you approve.
• No minimum term. There is no contract length and no early termination fee.
• How to cancel. Cancel at any time by emailing contact@bellezashomeservices.com, texting or calling (916) 469-1075, or replying to any of our messages. Cancellation takes effect for any visit at least 2 business days away; a visit inside that window is subject to section 6. We will confirm your cancellation in writing within 1 business day.
• Acknowledgment. After you approve a recurring quote, we send a written confirmation with your plan, price, frequency, and these cancellation instructions. Keep it for your records.
• Pausing. You may pause recurring service for up to 60 days with 2 business days notice. After 60 days, the account is closed and a new quote is required to restart.

8Service quality guarantee (re-clean policy, no refunds)

Cleaning is a service, not a product. Once our team has spent time, labor, supplies, and travel in your home, that value cannot be returned. For that reason we do not issue refunds or partial credits. Instead, we stand behind our work with a re-clean guarantee:

• Report within 24 hours. If any area included in your quote was missed or not cleaned to standard, tell us within 24 hours of the visit by phone, voicemail, text, email, or chat. The time stamp of your message is the record of the report.
• We come back. If the concern is within the scope of the service you paid for, we return within 3 business days and re-clean the affected areas at no charge.
• Photos help. Please send photos of the concern with your report. It allows us to fix it faster and train the team.
• What is not covered. Areas outside the quote, conditions that require repair rather than cleaning (see Part B), concerns reported after 24 hours, and cases where you decline the re-clean. Declining a re-clean does not create a right to a refund.
• Reviews and disputes. A public review, a social media post, or a bank dispute is not a substitute for reporting a concern to us. We can only fix what we are told about.

9Breakage and damage

It can happen when you least expect it. Belleza’s assumes no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, and similar conditions.

Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning technicians, Belleza’s will pay up to $100 per item, or the replacement cost when the value is verifiable, regardless of the final service price or how the damage occurred. This applies to any item in the home, including clothing, bedding and linens, rugs and carpets, upholstery and furniture fabric, wood furniture and finishes, cabinets and cabinet doors, countertops of any material, flooring, tile and grout, walls, baseboards and door frames, paint and surface scratches, mirrors and glass, shower doors and enclosures, windows and window sills, blinds, curtains and window coverings, light fixtures, lamps and lamp shades, ceiling fans, picture frames and wall decor, vases and decorative items, dishes, glassware and ceramics, small kitchen appliances, appliance finishes, knobs and handles, faucets and plumbing fixtures, toilet seats, electronics and remote controls, and houseplants and planters.

We ask that irreplaceable, sentimental, or high-value items be secured or put away before a scheduled visit. This includes jewelry, watches, cash, collectibles, original artwork, antiques, family heirlooms, and any item that could not reasonably be replaced. The coverage above applies per item regardless of the item’s value.

To make a claim, report the damage within 24 hours of the visit, with photos, and keep the broken item for Belleza’s to inspect. Items discarded before inspection cannot be claimed. Belleza’s is insured and bonded; claims above our per-item coverage are referred to our insurer.

10Service documentation, photos, and GPS

To protect both of us and to document that the service was performed as agreed, you consent to the following as a condition of service:

• Time-stamped, GPS-tagged clock-in and clock-out records for every visit.
• Before-and-after photos of the areas cleaned. Photos are standard on every first visit, deep clean, move-in, move-out, short-term rental turnover, and on any visit where a concern or damage is reported. Photos focus on surfaces and areas cleaned; our technicians are trained to avoid personal items, documents, screens, and people.
• Photos of any pre-existing damage, biohazard, or unsafe condition found on arrival.
• Photos and records are stored securely, used only for quality control, training, dispute resolution, and insurance purposes, and are never published without your written permission. You may request copies at any time. We retain records for as long as needed to resolve billing questions and as required by law.
• Video recording inside your home is not permitted unless agreed in writing in advance. If you have cameras inside your home, please tell us; California law requires that our technicians not be audio-recorded without their consent.

11Billing questions, disputes, and chargebacks

We want to resolve every billing question directly, quickly, and fairly. You agree to the following process:

• Contact us first. If you believe a charge is wrong, contact our office within 10 days of the charge. We will respond within 2 business days and resolve the question, with a written explanation and the visit record, within 10 business days.
• Charges you have authorized. The deposit, the quoted service price, approved additional services, and the reserved-time fees in section 6 are all charges you expressly authorized in section 4. Disputing one of these with your bank as “unauthorized” or “service not received” when the visit record shows the service was performed or the time was reserved is a breach of this Agreement.
• What we submit to your bank. In any dispute we provide the bank with this Agreement, your quote approval and signature record from Jobber, your payment authorization, GPS clock-in and clock-out data, before-and-after photos, our message history with you, and your satisfaction survey response if any.
• Cost of an improper chargeback. If a chargeback is filed for a charge you authorized and the service was performed or the time was reserved under section 6, you agree to pay a $35 administrative fee plus any processor fees we incur, in addition to the original amount. Your account is suspended while the dispute is open, and any future service requires prepayment in full.
• Your rights are preserved. Nothing in this section limits your rights under the federal Fair Credit Billing Act or California law to dispute an actual billing error. It asks only that you give us the chance to fix it first.

12Suspension, collections, and termination

• We may pause service while any amount is past due. If a balance remains unpaid for 30 days, we may treat the account as terminated and refer the balance to collections.
• You agree to pay the reasonable costs of collection, including collection agency fees, court costs, and attorney’s fees, incurred to collect an unpaid balance. (Under California Civil Code section 1717, this right applies equally to whichever party prevails.)
• Either party may end this Agreement at any time with written notice. Belleza’s may decline or end service immediately if our team is treated disrespectfully, if conditions are unsafe, or if payment terms are not honored. Amounts already owed remain due.

13Our team: non-solicitation

We invest significant time and money in recruiting, background checking, training, and insuring every technician. You agree not to hire, contract with, or pay any current or former Belleza’s employee directly for cleaning or related services, during service and for 12 months after your last visit, other than through Belleza’s. If you do, you agree to pay Belleza’s a placement fee of $2,500, which reflects our recruiting and training cost for that team member. This does not restrict any employee’s right to work; it compensates Belleza’s for the cost of the placement.

14Communications consent

By giving us your phone number and email, you agree to receive service communications from Belleza’s and our scheduling platform: appointment reminders (email 3 days before, text the day before), on-the-way notifications, invoices, receipts, satisfaction surveys, and account notices. Some texts are automated and one-way. Message and data rates may apply. Reply STOP to any text to opt out of automated texts; you will still receive account and billing notices by email. We do not sell your information.

15Insurance and limitation of liability

• Belleza’s carries general liability insurance and is bonded. Our technicians are employees covered by workers’ compensation; you are not their employer and are not responsible for their injuries except where caused by a hazard you knew of and did not disclose.
• Except for breakage and damage claims, which are handled under section 9, Belleza’s total liability for any claim related to a visit is limited to the price paid for that visit. We are not liable for indirect, incidental, or consequential losses, including lost rental income, lost time, or false alarm fees caused by alarm codes not shared with us.
• We are not liable for theft or damage when you choose an unsecured entry method (door left unlocked, key under a mat, or similar) against our recommendation.

16General terms

• Entire agreement and order of precedence. The approved quote, the contract summary shown inside that quote, and this Agreement together form the entire agreement between us. If the summary inside a quote conflicts with this Agreement, this Agreement controls. If this Agreement conflicts with the service type, areas, or price stated in an approved quote, that quote controls for that job. Nothing said or agreed by a cleaning technician changes these terms; changes are valid only in writing from our office.
• Electronic signature. Approving a quote electronically has the same legal effect as a handwritten signature (California Civil Code section 1633.7). We record the date and time each quote is sent, opened, and approved, and we keep a signed copy with your service record.
• Governing law and venue. This Agreement is governed by the laws of the State of California. Any dispute will be brought in the courts of Sacramento County, California. Claims within the small claims limit will be brought in small claims court.
• Informal resolution first. Before filing any claim, each party agrees to send the other a written description of the issue and to make a good-faith attempt to resolve it within 30 days.
• Right to cancel if signed in your home. If you signed this Agreement in person at your home (not electronically from a quote sent to you), California law (Civil Code section 1689.5 and following) gives you the right to cancel within 3 business days by written notice to our office. This right does not apply to quotes approved electronically or by phone.
• Changes. We may update this Agreement and the Guidelines with 30 days written notice. The version in effect on the date of each visit applies to that visit. The current version is always available on this page.
• Severability. If any part of this Agreement is found unenforceable, the rest remains in effect.
• Notices. Notices to Belleza’s go to contact@bellezashomeservices.com or 2010 Roaring Camp Drive, Gold River, CA 95670. Notices to you go to the email and phone number on your account; keep them current.

B1Preparing your home for cleaning day

• Put away anything that would keep us from cleaning a surface: loose papers (especially important ones), toys, pet items, dishes, and personal or sensitive items.
• Empty the sink and put dishes away so we can clean the kitchen thoroughly. Dishwashing is an add-on service.
• Have garbage bags ready; we do not provide them.
• If you want us to use your vacuum, leave it accessible and in working order (see B11).
• Set the thermostat to 76°F or cooler if the air conditioning is on. We will readjust it when we leave if you leave written instructions.
• Tell us before we arrive about anything fragile, loose, damaged, or not in good condition, so we can avoid it or handle it with care.

B2Entry to your home

Choose one of three entry options and let our office know:

• You or someone you trust is home. Someone must be available to let us in at the start of the arrival window.
• Key, garage opener, or door code. Keys are kept in a locked safe at our office, labeled with a code only (never your name or address), signed out by the team on the day of service and signed back in after.
• Lockbox or smart lock. You provide a lockbox with a key inside, or a temporary smart lock code, and share the code with our office.

If the code does not work, the key is not where agreed, or no one answers, the visit is treated as a lockout under section 6. Our cleaning time starts when we enter; if we wait for the door to be unlocked, the remaining time is shorter and we cannot always extend it because another client may be scheduled after you.

Alarm systems. Tell us the alarm code and any changes before the visit. We are not responsible for false alarm fees caused by codes that were not shared with us.

B3Working in your home

• Our technicians need to work without interruption. We cannot supervise children or pets, and we cannot take responsibility for their safety while we work. If distractions slow the team significantly, we may charge for the extra time.
• If a technician feels their safety is at risk because of the behavior of anyone at the property, or because of an animal, they will leave and the visit is billed as a reserved-time fee under section 6.
• Random quality checks by a supervisor may happen during the final phase of a cleaning. You will also receive a short survey by email after each visit; your answers are how we coach and reward the team.

B4Safety limits

• We do not climb higher than a two-step stepladder. High areas are dusted with extension poles only.
• We do not move heavy or large furniture or appliances. If you want us to clean behind them, move them before we arrive.
• We cannot work in a home with fumes from recent paint, varnish, sealants, or solvents.
• We do not perform biological or biohazard cleaning of any kind.

B5Biohazard conditions

Please tell us in advance about mold, rodent or insect infestation, or human or animal urine or feces outside a litter box or toilet. If our team finds a biohazard condition on arrival, they will document it with photos, will not service the home, and the visit is billed as a reserved-time fee. Service can be rescheduled after you show us the condition has been resolved.

B6Pets

• We love your pets. For their safety and ours, please secure them before we arrive; we enter and exit repeatedly with equipment and doors may be open.
• If your pet is anxious, protective, or has special needs, we recommend boarding or crating them on cleaning day.
• We do not pick up pet waste or empty, move, or clean litter boxes, to avoid cross-contamination between homes.
• We are not responsible for damage or injury caused by your pet.

B7Dusting: what to expect

• Some dust becomes airborne while we work and settles after we leave. This is normal, most noticeable on first cleanings, and decreases with regular service.
• Shelves with 10 or fewer small items: we hand-dust each item and the surface, and put items back. More than 10 items: we dust around and between the items where they sit.
• Hanging frames, art, and certificates are lightly dusted in place; we do not take them down.
• We do not dust items above two-step-ladder reach that could tip or fall, because they cannot be held safely with one hand.
• Curio cabinets, figurines, delicate glassware, and valuable collectibles should be cleaned by you.

B8Clutter and discarded items

• In areas with heavy clutter we may skip surfaces we cannot reach safely without moving or risking items. We will note it in the visit record.
• If you ask us to throw things away, please separate them clearly beforehand. We are not responsible for discarded items you later consider important.

B9Products, chemicals, and surfaces

• We bring our own professional, eco-friendly, surface-safe products and equipment. This is included in your price.
• We use bleach-based disinfectants where they give the best result, mainly in bathrooms and on hard, non-porous surfaces. If you have an allergy or sensitivity (to bleach, fragrances, or any product), or prefer that we not use bleach in your home, tell our office and we will note it on your account and adjust our products. If you want a specific scent applied after cleaning, provide it.
• If you prefer that we use your own products or equipment, tell our office in advance and have them ready with instructions. This does not change the price of the service. We are not liable for damage caused by your products or equipment, for results that are below our standard because of them, or for damage to your equipment.
• Hardwood, natural stone, and specialty surfaces must be in good, sealed condition. We clean them with a neutral-pH cleaner only. Surfaces that are worn, unsealed, or damaged may show marks that were previously hidden by dirt; this is not damage caused by cleaning.
• Some conditions cannot be fixed by cleaning: rust, etched glass or stone, hair dye stains, permanent discoloration, scratched cooktops, and anything that needs repair or replacement. We will do our best and tell you when a result needs a repair professional.
• Please point out any existing damage during the walk-through before the first cleaning. We may ask you to sign a pre-existing condition note for surfaces that are already damaged.

B10Time on site

• Per-job services. Your price is for the job, not the hours. Our teams work efficiently with professional tools; finishing sooner than you expected does not mean less was done. If a recurring visit takes noticeably longer than the time allotted because of extra buildup or added areas, we may add a small adjustment and will tell you first.
• Hourly services. Time is counted from the team’s arrival to departure, per technician, with the minimum and rate in your quote. Waiting for access counts as time on site. You may set a maximum number of hours in advance; if we reach it, we stop and tell you what is left.

B11Using your vacuum

To avoid transferring pet dander and allergens between homes, we prefer to use your vacuum. If you do not have a suitable one, we bring ours. Before each use we check five things: bag or canister, cord, belt, filter, and body. If your vacuum is not working, we cannot vacuum that day and are not responsible for repairs, replacement, or normal wear (belts, bags, filters). If our team damages your vacuum through misuse, we repair or replace it.

B12Privacy

• Please put away confidential documents, medications, valuables, and anything personal before we arrive. Our technicians are trained to focus only on the work.
• Our photo and recording practices are described in Part A, section 10. You may request copies or deletion of photos of your home at any time, subject to records we must keep for an open billing question or claim.