Thank you for choosing Belleza’s Cleaning! Below are the guidelines we ask our clients to abide by. These guidelines have been put in place in order to provide a safe environment for our technicians and set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review before your first cleaning and let us know if you have any questions!
How to prepare your home for your cleaning day:
In order for us to provide the highest cleaning quality possible, please follow these:
·Please put away anything that would inhibit us from cleaning certain areas. Please keep loose papers, especially important ones, dog toys, children’s toys, etc. Make sure the vacuum is accessible if you want us to use it, and anything of a sensitive nature is put away.
- Please make sure all dishes are put away so that we are able to clean your kitchen thoroughly.
- Please prepare the garbage bag.
Technology:
Belleza’s Home Services & Management utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated email reminder three days prior to service as well as a text reminder the day before. You may respond to the email; however, the automated text messages are only one way. You do have the option to opt out of these. You may also receive a follow-up survey for the cleaning done in your email as part of our commitment to ensure quality and exceptional service.
No cash or checks are accepted, and all services will be billed to the card on file. If you prefer to pay using a different method (cash or check ), contact our office.
Working in your home:
The cleaning technicians need to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Belleza’s Home Service & Management reserves the right to charge for the extra time spent cleaning the client’s home.
If, for any reason, a cleaning tech of Belleza’s Home Service & Management feels that their personal safety is in danger and enough to leave the job site due to actions by the client, the client’s family/guests, or animals, the client will be liable for the total cost of the service and job is considered completed.
Bio-hazard:
Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask you to let us know if there are any potential bio-hazard situations. These can include mold, rodent, or bug infestations of any kind or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home, and you will be charged the full rate of cleaning, and the job is considered completed. Setting another cleaning schedule or upcoming service cannot be performed until documentation is presented showing the situation has been resolved.
Safety:
Our number one concern is for the safety of our clients and our cleaning technicians. Belleza’s Cleaning is insured and bonded and cannot perform any cleaning higher than a two-step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning techs will not move furniture in order to prevent unexpected damage and remain safe.
Time of service:
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time all the time. We service homes between the hours of 7:00 a.m. and 5:00 p.m. and will strive to be at your home within a three-hour window of the estimated arrival given to you. If our tech starts at a later time, such as 4:00 or 5:00 p.m., they will still finish your cleaning service for that day. If ever you are not comfortable for us to come beyond the window of arrival, please let us know immediately so we can reschedule. Unexpected schedule move does not often happen because we have our logistic and dispatch planned, and some changes happen only when there is an emergency with our technicians or some unforeseen event/calamity/situation.
Our cleaning techs clock in and out from our scheduling app on their phones, and GPS coordinates are registered at the time of input. This is to make sure they have arrived and left safely.
Entry to your home:
We offer three entry options to choose from:
- The client may opt to be home to allow access to their home on the day of the service.
- Please make sure someone can let our cleaners in. If no one is home or our cleaners are turned away for any reason. A full-service fee is charged, and the job is considered completed.
- The client provides a key, garage door opener, or code to gain access to the home.
- Keys will be placed in a secure safe at Belleza’s Home Services & Management office. The cleaner or team will only be issued the key on the day of your scheduled service to gain access to the house. The key will be signed out by the cleaner or team and signed in after each scheduled service, and placed back in the safe. The keys are not marked with any of your personal information in case they are lost.
In the event the code given is not correct, and cleaners cannot gain access to the home, the client is responsible for the lockout. A full-service fee is charged, and the job is considered completed.
- The client can purchase a lock box to place a key inside and provide Belleza’s Home Services & Management with the passcode.
In the event that the key is not in the lock box or the code does not work when the cleaners arrive to clean the home, the client is responsible for the lockout. A full-service fee is charged, and the job is considered completed.
Our time starts when we arrive to clean. If we wait for someone to unlock the door, there will be less time to clean the house. We cannot extend all the time to finish everything because there could be another client scheduled but if there is no next schedule, we will do our best to finish the whole house even beyond time allowance.
NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Belleza’s Home Services & Management will not be held liable for any damages or theft to the client’s home.
Home alarm systems:
Belleza’s Home Services & Management will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.
Home temperature:
To maintain a good body temperature while cleaning, please set your AC (if it is on) to 76’F prior to our arrival. We’re happy to readjust the temperature per your written instructions when we leave.
Dusting:
Our cleaning technicians take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first-time cleanings, and it may take several visits before settling dust becomes minimized. You may still see dust on your displays or shelves, but you know the difference of dusted against not.
Dusting Knick-Knacks, Collectables, Stand-up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are 10 or fewer small items on a shelf, we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf, we may dust the items where they sit and the surrounding surface.
For hanging wall decorations like picture frames paintings, or certificates, we can light dust them but we will not remove them to clean them.
Dusting height limits: We are not able to dust items on shelves or hung on a wall that is higher than a cleaning technician can reach standing on a 2-step stepladder. We do use extension poles to high dust rooms, but we will not dust high items that may tip over or hang on the wall because we are not able to hold them with one hand in order to secure them while we dust.
Please allow for some dust resettlement after we leave; we try to limit the dust in the air but cannot prevent this entirely. We don’t do any type of biological/biohazard cleaning.
Quality Control:
Belleza’s Home Services & Management needs your feedback! There will be a time when you will receive a quick, one-question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our exceptional employees based on client feedback. Please expect random quality checks to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service! All quality checks take place during the final phase of cleaning.
Pets:
We love our clients’ pets. If you have special concerns that fall outside the duties of cleaning, we will not be held responsible for any damages or liability that result from your pets’ actions. If your pet has ANY special requirements, we recommend boarding them for the day of the cleaning. It is the customer’s responsibility to restrain and safeguard their pets before our arrival, as we will be entering and exiting your home with equipment and supplies. Also, our cleaning technicians cannot touch or pick up pet feces, including emptying or moving litter boxes to prevent cross-contamination.
Breakage:
It can happen when you least expect it! Belleza’s Home Services & Management can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
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 techs, Belleza’s Home Services & Management will pay up to $100 per item or replacement cost when the value is verifiable. The client needs to save broken items for Belleza’s Home Services & Management to inspect.
Damage and Letting go of clutter:
Prior to our arrival, notify us if there is any item subject to falling down or not in good shape. We are not responsible for appliances, blinds, surfaces, light fixtures, or home furniture breaking while we are doing our tasks. Our cleaners are well-trained to work at your home or office, we won’t clean areas that need maintenance or replacement or that look dangerous to reach.
The client should point out any damage to surfaces during the walkthrough and before service begins. Belleza’s Home Services & Management is sometimes called in to correct the damage that was already there or that another cleaning company was responsible for. In this case, we may require that the client sign off on a pre-existing surface damage waiver. We clean but we cannot clean areas that need repair solutions.
In areas of the home with extreme clutter Belleza’s Home Services & Management reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs.
If the client wants to throw a lot of things, Belleza’s Home Services & Management is not responsible for the loss of any item which the client finds important. Please prepare garbage bags.
Cleaning limitation of employees:
Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Belleza’s Home Services & Management uses non-toxic, eco-friendly, and approved products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Belleza’s Home Services & Management will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs bleach will not be used even if requested. In areas like bathrooms, we need the use of bleach for better results. In case you do not want to please let us know.
We would always be delighted to remove all dirt, grime, lime, and any other imperfection of the house whenever we clean. However, there are some of these that we can only get rid of through repair or totally changing it. Tint from hair dye, we can try to remove but it is not 100% guarantee that there is going to be no trace of it. There are dirt or marks on the appliance surface and when removed, it will reveal rust, and rust is not something we cannot remove by cleaning. There could also be damages that need repair job which is beyond our work scope.
Cleaning time:
We reinforce that we charge per job, not per hour. Our technicians are well-trained. Experienced, skilled, and has the proper cleaning agent and tools to clean in a shorter period of time than others. This does not mean it costs less. Also, if you decide to give our team less work than agreed in the initial estimate, we will still charge the full amount unless it has been discussed in advance through our management.
For recurring clients: If the home needs a little more time to clean that time allotment, we might charge a minimal additional fee.
Additional Services: Cleaning inside the oven, fridge, cabinet, blinds, washing dishes, laundry, and cleaning window panes are services with additional cost. We also offer help in organizing and decluttering.
Cleaning supplies: Our cleaning technicians bring the tools and products needed to thoroughly clean your home. We have our own products and trust these to work for cleaning needs we can encounter. We are not able to use any of your cleaning products unless discussed in advance so we can check if it past quality and standard supplies which aid to make the cleaning better. If after discussing you want to use them, please have them ready before we arrive. We are not responsible for damage that your preferred cleaning products might do to your home.
We also are not able to clean homes that have any fumes from paint, varnish, sealants, solvents, etc. from recent work to your home.
Please let us know if you have any allergies, especially to bleaching agents. If you prefer us to spray specific scents after cleaning, please provide them.
We do not provide garbage bags, please have them ready.
For equipment, we have our own equipment our cleaners are trained to do. If you want to use your specific equipment, please let us know so we can inform our technicians and please be ready to explain/show them how to use it. We will not be liable for any damage done by your equipment in your home, nor be responsible for any damage to your equipment.
Schedule changes and cancellation of service:
In the event that you reschedule, skip, add, or cancel your service, we ask that you give a (48) business hour notice. Without a (48) business hour notice, you will be charged 50 % of your cleaning. Cancellations on the same day of service for any reason will be charged 100% of the rate of service. All cancellations must be made through our office and must have a confirmation message from us.
NOTE: All cancellations will also cause the cleaning rate for your next cleaning to increase to the next recurring service fee.
[Example – if you are serviced weekly, and you skip a service, you will have to pay the bi-weekly rate for your next cleaning. If you are serviced bi-weekly, and you skip a service, you will pay the monthly rate for your next cleaning.]
Once our technicians are outside your door, and no one is there, we will contact you via call and SMS, and they will wait for 20 minutes; if there is no response or communication from you, they have to leave and will charge the full-service fee. The cleaning schedule for this date is considered completed.
If you respond and give instructions that you will get the service, we will wait for you. Please note that cleaning time will be less. We cannot extend all the time to finish everything because there could be another client scheduled, but if there is no next schedule, we will do our best to finish the whole house even beyond the time allotment.
ALL CANCELLATIONS AND/OR RESCHEDULES MUST BE IN EMAIL OR TEXT OR CALL and properly assisted by Belleza’s Customer Service Representative during business hours. You will receive our confirmation once it is done via Belleza’s Management.
Although we have own our customer service representatives who are here to assist you every Mondays through Fridays, 8:30a.m. To 5:30p.m.
If you also want to reschedule for a specific date, we will check our schedule and logistics and will accommodate your request if we can. Please bear in mind that our calendar is at most times fully booked, so quick change may not be possible, but rest assured that we will find you the best date and timeslot available for you.
We understand that last-minute emergencies are out of our control, and these situations can happen to anyone; please note that some last-minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox, or other methods. Let us work together to solve the cleaning situation. We are open for communication and to come up with the best solution.
Payment:
Belleza’s Home Services & Management a “no pay/no clean” policy. Payment is due in full on the day of the service. The cleaning technicians do not handle any form of payment. Belleza’s Home Services & Management requires a credit or debit card on file at the time of booking. We might run your credit card to make sure it is active but your card will only be charged your cleaning service on the day of your cleaning schedule.
For a one-time client:
(general/deep/move-in/out) We would require a card on file as your only payment method. A down payment of 10% of your total service fee if on a flat rate, or $25 if on an hourly rate upon booking. This amount will be deducted from your final service fee upon completion of the cleaning service. If you cancel your booking for any reason, this is non-refundable.
For Recurring client:
If the card is declined, or you have a new card, please update the information with our office as soon as you can. We would communicate with you by all means possible such as SMS, email, and call.
For the First time cleaning, your card will be charged half the service fee in the morning, and the remaining amount will be after the service is completed or once the final cleaning service fee is determined.
For payments via check, if there is a returned check, $35 and any other fees incurred may be charged for any check returned by the bank.
TIPS:
Tipping the cleaning techs is never required but always appreciated. You can call us, send us a message, or fill out the form if you want to add a tip for your cleaning technician on your card. This amount will entirely go to them. No cut or deduction from Belleza’s Management.
Price increases:
Clients are given advance notice of any price increase. Belleza’s Home Services & Management reserves the right to raise prices at any time if deem necessary to ensure quality service. We will not have any price adjustment that is not acceptable and industry standard. We practice fair pricing.
Non-Solicitation of employees:
When a client enters into an agreement for services with Belleza’s Home Services & Management, the client understands that they will pay a [$2,500] training fee to Belleza’s Home Services & Management if they engage in a working relationship directly with any employee of Belleza’s Home Services & Management during the course of service other than through Belleza’s Home Services & Management.
Termination fee/ Suspension of service: Belleza’s Home Services may terminate this agreement at any time. If any of the above fees listed above have not been paid, your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 30 days, we will consider you to have terminated service.
Collection Fees :In addition to any amounts owed to Belleza’s Home Services, you agree to be responsible for all reasonable collection and attorneys’ fees we incur in seeking to bring your account current.
Privacy: To protect your privacy, please ensure any confidential or potentially illegal/personal documents or substances are put away before your scheduled cleaning. Our technicians are trained not to notice or look at anything aside from those that relate to our cleaning services.
Photo and Video Policy
At Belleza’s Home Services, we value your privacy and take it very seriously. To ensure transparency and service quality, here are our policies for photo and video documentation:
- Purpose: Photos may be taken only to document the quality of work, report any damages, or capture specific areas requiring attention, either before or after cleaning services.
- Permission: Photos will only be taken with the customer’s consent. If permission is granted, photos will focus solely on areas related to the cleaning service and avoid capturing personal items.
- Privacy: Photos containing personal belongings, identifying information such as addresses, or private pictures will never be taken. We are committed to respecting the privacy and safety of your home.
- Recommendations for Special Services:
- For move-in/out, deep clean, or one-time clients, we recommend taking before and after photos to ensure the service is completed to the highest standards.
- If the client leaves a key under a mat, in a lockbox, or elsewhere within the home, we also recommend taking before and after photos to document the condition of the space.
- Storage and Use: Any photos taken will be securely stored and used strictly for internal purposes, such as quality control, training, or follow-up discussions with the customer. They will not be shared publicly without explicit written consent.
- Customer Requests: Customers can request a copy of any photos taken or ask for the immediate deletion of any photos if they feel uncomfortable.
- Recording: Video recordings are not permitted during cleaning unless previously arranged and agreed upon with the customer.
Satisfaction is usually highly subjective. Having used time, workforce, supplies, gas expenses, and other expendable resources, we do not offer refunds. We have no refund policy, but we will return to your home to redo the concerned areas free of charge as long as it is in the original cleaning request/part of the services paid for. If anything you find less satisfactory, please report within 24 hours via call (voicemail and SMS included), email, or chat. Any of these contact forms will be used as a basis for the timestamp of the incident report.
We will review your concern, and once the fault is in our cleaning services, we will send a crew to clean the concerned area free of charge. If the client does not want us to go back and clean, there is no refund of any partial amount or so. However, this concern will be noted in your file so we can put extra care and attention to ensure on it. The same rules apply to one-time and recurring clients.
Vacuum Use Liability Waiver
In order to prevent cross contamination and avoid transferring pet dander into a home with allergies, Belleza’s Cleaning prefers to use the client’s vacuum. If the client does not own a suitable vacuum, our cleaning techs can bring one if necessary. We train our employees to use care when using our customer’s vacuum cleaner. But we also understand that belts break, cords break, bags don’t get emptied, and sometimes they just stop working for no apparent reason.
We will perform a 5 point check on your vacuum cleaner before each use:
- We will check the bag for replacement
- We will check the cord for cuts
- We will check the belt for cuts
- We will check the filter for replacement
- We will check the condition of the shell of the vacuum
This is important because if the vacuum cleaner is not in working order when we arrive to clean your home we will not be able to perform any vacuuming of carpet and hard floor surfaces.
Therefore Belleza’s Home Services will not be held liable for any repairs to the vacuum cleaner.
However, if Belleza’s Home Services damages the customer’s vacuum while using it due to misuse (not including items that will wear out or are in need of ongoing maintenance), we will repair or replace the customer’s vacuum cleaner.
