Bell & Co Cleaning LLC — Client Service Policy

Thank you for choosing our cleaning services. This policy outlines the terms and expectations for all clients to ensure a consistent, high-quality experience. By scheduling a cleaning service, you acknowledge and agree to the terms described in this document.

We are committed to providing reliable, professional, and thorough cleaning services. Please read this policy carefully and retain it for your records.

We understand your time is valuable. To accommodate routing and scheduling, all clients are provided with a 1-hour arrival window for their scheduled appointment.

2.1 What This Means for You

• Your appointment confirmation will include a 1-hour arrival window (e.g., 9:00 AM – 10:00 AM).
• Our cleaner will arrive at some point within that window. We ask that you or an authorized representative be available for the full duration of the window.
• In cases of unexpected delays (e.g., traffic or a prior job running long), our team will contact you as early as possible.
• If our cleaner arrives and no one is available to provide access, a lockout fee may apply (see Section 5).

We require a minimum of 48 hours' notice for all cancellations or rescheduling requests. This policy allows us to fairly compensate our cleaning professionals and manage our scheduling effectively.

3.1 How to Cancel or Reschedule

• Contact us by phone, email, or on our online portal at least 48 hours before your scheduled appointment.
• Cancellations received with 48 or more hours' notice will incur no charge.
• Cancellations received with less than 48 hours' notice may be subject to a cancellation fee (see Section 3.2).

3.2 Late Cancellation Fee

• Cancellations made with less than 48 hours' notice: 50% of the scheduled service fee.
• Same-day cancellations (less than 24 hours' notice): 100% of the scheduled service fee.
• We understand emergencies happen. Fees may be waived at management's discretion for documented extenuating circumstances.

We are happy to reschedule your appointment at no charge provided at least 48 hours' notice is given. Rescheduling requests made with less than 48 hours' notice will be treated as a late cancellation and the applicable fee will apply.

We will make every reasonable effort to accommodate your preferred new date and time, subject to availability.

If our cleaner arrives within the scheduled arrival window and is unable to access the property (no one present, keys not provided, lockbox code incorrect, etc.), a lockout fee equivalent to 50% of the scheduled service fee will be charged.

To avoid lockout fees, please ensure access arrangements are confirmed and communicated to us in advance.

• Ensure the property is accessible and that our cleaners can safely perform their work.
• Secure or remove valuables, fragile items, and pets prior to the appointment.
• Notify us of any special instructions, allergens, or areas that should not be cleaned.
• Provide timely payment as agreed upon at the time of booking.

Your satisfaction is our priority. If you are not satisfied with any aspect of our service, please contact us within 24 hours of your appointment and we will arrange a complimentary re-clean of the area(s) in question.

Satisfaction claims reported after 24 hours of service completion may not qualify for a re-clean.

We reserve the right to update this policy at any time. Clients will be notified of material changes via email or at the time of booking. Continued use of our services constitutes acceptance of the current policy.

For questions, cancellations, or concerns, please contact us:

• 470-460-8085
• Jonathan@bellandcocleaning.com
• bellandcocleaning.com
• Monday – Friday, 8:00 AM – 5:00 PM