Service & Booking Policy

A booking is only considered confirmed once the required deposit has been received.

The deposit secures the agreed date, time and service for the client and allows Bellmere to allocate staff and resources to the booking.

Deposit Refunds: Deposits are non-refundable where the cancellation, postponement or change of plans originates from the client, subject to any rights the client may have under applicable law.

A deposit will only be refunded where the cancellation or change of plans is initiated by Bellmere.

Clients are expected to be available and ready for the Bellmere team at the agreed booking time.

Bellmere allows a 30-minute grace period for client delays.

If the client is more than 30 minutes late and the Bellmere team is unable to reasonably commence or continue the booking, Bellmere reserves the right to cancel the booking.

Where this occurs, the booking may be cancelled without rescheduling and the deposit will not be refunded, subject to applicable law.

Where possible, clients should notify Bellmere as soon as they become aware that they will be delayed.

Bellmere is committed to maintaining a professional, respectful and safe working environment for all members of our team.

Our cleaners have the right to immediately stop a job and leave the premises if they feel unsafe, threatened, harassed, intimidated, discriminated against, sexually harassed, verbally abused, physically threatened or otherwise mistreated.

Examples include aggressive or threatening behaviour; verbal abuse or intimidation; sexual harassment or inappropriate conduct; unwanted physical contact; threats towards Bellmere staff; unsafe working conditions; dangerous individuals or animals; or any conduct that compromises the safety or dignity of our team.

Where a job is terminated due to inappropriate, unsafe or unacceptable client conduct, the booking will be considered cancelled by the client and the deposit will not be refunded, subject to applicable law.

Bellmere reserves the right to refuse future bookings from clients whose conduct poses a risk to our team.

Bellmere values customer satisfaction and will always make a reasonable effort to resolve legitimate service concerns.

If a client is dissatisfied with an aspect of the service provided, the client should contact Bellmere as soon as reasonably possible after the service.

Where Bellmere determines that a service issue requires attention, Bellmere may offer to send the cleaning team back to the property to address or rectify the specific area of concern.

Bellmere's preferred remedy for legitimate service-related concerns is rectification of the work rather than a monetary refund.

Accordingly, no refunds will ordinarily be provided where Bellmere has offered a reasonable opportunity to rectify the service, subject always to applicable consumer law.

All bookings are based on the information provided by the client and, where applicable, the condition of the property observed during the quotation or viewing process.

If, upon arrival or during commencement of the service, Bellmere determines that the property requires substantially more work than originally represented or quoted, Bellmere reserves the right to amend the scope of work and/or pricing accordingly.

Examples may include significantly heavier dirt or grime than represented, excessive build-up or grease, additional rooms or areas, substantially greater labour or time requirements, specialist cleaning, or additional equipment/products/labour.

Bellmere will communicate any material amendment to the client before proceeding with additional work wherever reasonably possible.

If the Client Rejects the Amendment: Should the client refuse the proposed amendment, Bellmere may limit or terminate the service to the originally agreed scope. Where Bellmere cannot reasonably proceed because the actual condition materially differs from the information provided, 50% of the original deposit may be refunded, subject to applicable law. The remaining portion compensates Bellmere for staff, time and resources allocated.

Clients are responsible for securing valuable, fragile, sentimental and personal belongings before the Bellmere team arrives.

Clients are strongly encouraged to secure cash and valuables; store jewellery and important documents safely; remove fragile or highly sentimental items from areas being cleaned; inform Bellmere of particularly fragile or valuable items; and clearly identify items that should not be touched or moved.

Bellmere will take reasonable care while performing its services. However, Bellmere cannot accept responsibility for pre-existing damage, deterioration, faulty items, improperly installed items, or damage arising from the inherent condition of an item or property, subject to applicable law.

Bellmere will not be liable for loss or damage where there is no reasonable evidence that such loss or damage was caused by Bellmere or its personnel, subject to applicable law.

Missing Items & Allegations of Theft: Bellmere takes allegations of theft seriously. Bellmere does not employ individuals for the purpose of stealing and does not tolerate theft or dishonest conduct. Clients must raise concerns promptly and allow Bellmere a reasonable opportunity to investigate. Bellmere will not accept responsibility for alleged missing items solely on the basis of an allegation where there is insufficient evidence connecting the loss to Bellmere or its personnel.

Where appropriate, Bellmere may request relevant information, photographs, CCTV footage or other evidence to assist with an investigation. Bellmere reserves the right to take appropriate action where a false or malicious allegation is made against the company or its employees.

The client is responsible for ensuring that the Bellmere team has safe and lawful access to the property at the agreed booking time.

If Bellmere is unable to access the property due to the client not being present, incorrect access information, locked gates or doors, missing keys/remotes/access codes, security restrictions, unauthorised access arrangements, or another issue caused by the client, the booking may be treated as a client cancellation and the applicable deposit terms will apply.

Clients must inform Bellmere of any pets or animals present at the property before the booking.

Where an animal poses a safety risk, Bellmere may require it to be secured in a separate area for the duration of the service and may stop the service if an animal presents an immediate safety concern.

Clients are responsible for providing accurate information when making a booking, including property size, number of rooms, property condition, areas requiring cleaning, special requirements, access arrangements, pets/animals, existing damage and any circumstances that may affect the service.

Failure to provide accurate information may result in an adjustment to the quotation or booking.

Estimated service durations are estimates only. Actual completion times may vary depending on the condition, size and requirements of the property.

Bellmere will not be responsible for delays caused by circumstances outside its reasonable control, including unexpected property conditions, access issues, additional work requested by the client or other unforeseen circumstances.

Bellmere expects professional and respectful communication between clients and team members at all times.

Bellmere expects its team members to conduct themselves professionally and respectfully while on a client's premises.

Concerns regarding employee conduct should be reported directly to Bellmere management so the matter can be investigated. Clients are requested not to threaten, intimidate, harass or physically confront Bellmere staff.

Bellmere may, where appropriate and with reasonable regard for client privacy, take photographs of areas before and/or after cleaning for documenting condition, pre-existing damage, scope of work, quality control and resolving service disputes.

Bellmere will not publicly share identifiable photographs of a client's private property without appropriate permission.

Bellmere will not be responsible for failure or delay in providing services caused by circumstances reasonably beyond its control, including severe weather, accidents, illness, emergencies, transport disruptions, power outages, water interruptions, unsafe conditions or other unforeseen events.

Where Bellmere is unable to fulfil a booking due to circumstances on Bellmere's side, Bellmere will communicate with the client and, where appropriate, offer to reschedule or provide a refund in accordance with this policy and applicable law.

By making a booking with The Bellmere Collection and paying the required deposit, the client confirms that they have had an opportunity to review and understand this Service & Booking Policy.

These terms form part of the agreement between the client and The Bellmere Collection.

Bellmere reserves the right to update or amend this policy from time to time.

Nothing in this policy is intended to exclude or limit any right or remedy that cannot lawfully be excluded or limited under applicable South African law.