Frequently asked questions
How do I contact you?
You can use the contact page on this site. We also answer all phone calls and emails received between 9:00 a.m. and 4:30 p.m. You can contact us during business hours by calling 863-402-8280. Emailing us is another way to let us know what your needs are and how we are doing. Please feel free to leave a note with comments, needs, likes, dislikes, etc. We are here to serve you and your input is invaluable and appreciated.
Are you insured and bonded?
Yes! Bella Villa 31 is insured and bonded for your protection. We never recommend letting someone clean your home without these very necessary safeguards in place.
Will employees or independent contractors be cleaning my home?
At Bella Villa 31 we will only send our employees. We will never contract work out. We only hire employees that have gone through extensive background checks, drug testing and have been thoroughly trained.
What if I encounter an issue with the service provided?
Please, don’t worry! We back EVERY cleaning with a 100% satisfaction guarantee. If you are not 100% satisfied with our performance, let us know within 24 hours and we will return to remedy the situation.
How do I pay for my service(s)?
We require payment in full at the time of service. We accept cash and checks. Please make checks payable to “Bella Villa 31, LLC.” We ask that checks are left in a designated location (usually the kitchen counter) in a sealed envelope for security. Should you find that you would like Bella Villa 31 to supply you with envelopes, do not hesitate to let us know.
Please note that there will be a $25 charge for all checks returned non-sufficient via the bank.
Do I need to be home during my appointment?
We leave this completely up to our clients. It is a privilege to serve you in your home. Should you decide that you would rather not be present, we will discuss entry practices with you during scheduling. Typically you can assign a key (this key will always be stored in a safe location and coded with numeric or alphanumeric coding. Never an address) grant us access via garage door code, or by assigning us a temporary alarm code. Your comfort is our priority. So, you are free to select the method you are most happy with.
What if you find unwelcome pests?
Our standard policy is that should we discover bed bugs, head lice and/or fleas, we immediately cease activity and notify the homeowner. Please note that payments/rates will not be discounted for scheduled services.
Do I need to tidy or clean before my appointment?
We ask that all clutter be removed before we arrive. This will allow our cleaners to focus on the deeper cleaning needed. It is always best for you to ensure that toys, clothes and other objects are secured before our arrival.
Do you move furniture?
Yes! We will move furniture to clean an area as long as it is under the 25 lb. limit. The limit is due to safety and insurance limitations. However, if the item is over our 25 pound limit, and you need this area cleaned, we recommend moving the object before we arrive. We will then clean the area and the object should be moved back by the home owner.
Do I need to provide supplies for my appointment?
No. We use our own supplies and equipment. Our cleaners are properly trained in the use of the products to ensure a proper clean every time. Please note that we cannot extend our 100% satisfaction guarantee when services are provided using products supplied by clients.
What if I need to cancel or reschedule my appointment?
No problem. We understand that life happens and sometimes cancellations are unavoidable. Simply give us 24 hours notice and we will happily work around your schedule without you incurring a lock out fee.
Do you charge a lock out/turn away fee?
Yes, if we arrive for your scheduled visit and find that we are unable to perform services, there will be a fee of $35 to cover the expenses incurred as a result. However, we never charge a rescheduling fee. If for any reason you find that you will need to cancel please provide us with a minimum 24 hour notice.
How do you handle my security system?
At the time of your scheduling you will be asked if you have a security system and the preferred method of entrance. If your home is equipped with a security system after scheduling or the discussed method or code changes, please ensure that it is in the “off” position and call our office with updated directions for use. If the code should change please let us know so that we do not encounter a lock-out.
What if something gets broken or damaged?
We are insured and bonded for your protection.
What if I have pets?
We love pets! However, due to potential health risks, we do not clean litter boxes, urine or feces. If you have a pet that is the least bit aggressive, it will be necessary for the pet to remain absent from the areas being cleaned.
What are your holidays?
We are closed for the following holidays:
New Year’s Eve
New Year’s Day