Our Company Policies
PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Curio or nick-knack items of extreme value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleansers are used.
Due to our flexible and ever changing schedule and San Antonio traffic, it is often difficult to commit to exact arrival times, therefore WE DO NOT GUARANTEE ARRIVAL TIMES but we will make every attempt to pin our arrival time estimate down to a 1 hour window of time based on that days work load.
Last minute cancellations can wreck havoc on our scheduling, causing both us and our customers great distress. You may reschedule, skip, add, or cancel any of your cleanings, however we do ask for a 48-hour notice of any of these actions. Cancellations (for any reason) happening with less than a 24 hr notice will be charged for 1 hour at our current hourly rate, if your cancellation is received after we have traveled to your home you will be charged for 2 labor hours at our current hourly rate. Payment will have to be made in full prior to our scheduling any further work. All cancellations must be made through the office or supervisor. All cancellations will also cause your rate to increase to the next level (for example – skip a weekly cleaning and you will have to pay the bi-weekly rate for your next cleaning)
Please understand that unlike other industries such as retail, or shops, we in the cleaning industry do not have the luxury of walk in customers to supplement our schedules when a client cancels without notice. When we schedule your cleaning job we reserve that space/ time for you and you alone. Our staff depends upon your job being there in order for them to make their salary. Cancellations cost them dearly and we find that if they lose out too often they quit. YOU are vital in helping us to retain our excellent cleaning staff. We understand that you do not want to see different faces each and every time we clean and we don’t want to have a continual revolving door of new hires either.
We provide all of the appropriate equipment and supplies necessary to do our jobs. We professionally train our staff in the use of these products and equipment. While we are happy to use your alternative products or equipment the use of anything other than what is issued by our company will void our 24 hour guarantee. Any work requiring extra or unusual supplies and/ or equipment will be billed additionally for these services.
We have a “No payment/ No clean” policy. Payment is expected in full the day of the cleaning either before or immediately after. For your convenience the assigned supervisor that day will have a point of sale which will accept all major credit cards. You may also leave a check in a specified area. We also accept payments online.
Any check returned from your bank will be assessed an additional fee of $35, if made good within 3 days of notification. Checks not made good within 3 days are subject to a fine of up to 5 times the value of the check + legal and/or collection fees. If your account is paid more than 10 days late for any reason we charge an automatic $40 administration fee and interest will start accruing after 28 days at the rate of 1.5% per month
We need to be able to work freely and without distractions
Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. Be advised that if we are subject to distractions that affect our ability to work in our normal fashion or speed we reserve the right to charge for our extra time spent in the home. Although we do love animals we need to service your home efficiently, in this case pets must be secured, crated or left in a separate room. We do not clean up after pets due to health reasons.
If for any reason an employee feels that their personal safety is in danger enough to leave the job site, due to actions by the customer, guests of the customers or others at the job site, you will still remain liable for the full cost of the job. Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done to some surfaces. Other items may take a couple of cleanings to look their very best. In cases of extremely cluttered areas or surfaces we reserve the right to use our prerogative to skip those areas in order to avoid damaging items or hurting ourselves.
We love them, however we do ask that you call the office in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clients needs for arrival times , etc…
Your Satisfaction is guaranteed. While we do not offer refunds on services that have been provided, we will return & re-clean any areas of concern that are reported to us within 48 hrs of the cleaning.
Do not solicit our maids for hire
When entering into an agreement for services you agree not to solicit for hire any staff member introduced to you by Bella Maids for any home-related services. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $2,500 payable to Bella Maids immediately upon employing our staff for any services to your home/ business + your maid will be terminated immediately from our employment as they will also be in breech of their own non solicitation agreement.
Bella Maids does not allow its employees to take any item(s) of any nature from a customer’s home without first having written permission for our office records. This is done for your protection as well as ours. If you choose to give your cleaning staff something (a lamp for example) that you no longer need please protect them by also sending a note to the office that states that you gave them the item to prevent our staff from receiving reprimands or being terminated.
What information do we collect?
We collect information from you when you register on our site, subscribe to our newsletter or fill out a form.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
; To personalize your experience
(your information helps us to better respond to your individual needs)
; To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)
; To send periodic emails
The email address you provide for order processing, will only be used to send you information and updates pertaining to your service.
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
PO BOX 593014
san antonio, TX 78259