Terms & Conditions

Effective Date: January 15, 2024

Last Updated: August 26, 2026

These Terms & Conditions govern the services provided by Bella Vista Cleaning (“Company,” “we,” “us,” or “our”). They form an essential part of the relationship between the Company and the customer, and by booking a service with us, the customer agrees to comply with and be bound by the following terms. The version of these Terms & Conditions accepted at the time of booking applies to that booking.

Services Provided

Bella Vista Cleaning provides professional cleaning, specialist floor care and restoration services to residential and commercial properties in Malta. Services may include, but are not limited to, the following:

1.1 Post-Construction Cleaning

Specialist cleaning following construction, renovation, refurbishment or finishing works. Depending on the service booked, the condition of the property and the surfaces present, the service may include the removal of construction dust, residue and surface contamination from accessible floors, walls, fixtures, fittings, apertures, glass and other agreed areas.

Professional equipment, products and cleaning methods are selected according to the materials and condition of the property. Certain construction residues, coatings, adhesives, paint, grout, cement or similar materials may require specialist treatment and may not be removable where doing so could reasonably risk damage to the underlying surface.

The precise areas and items included are determined by the booking confirmation or quotation.

1.2 Professional Floor Deep Cleaning

Professional deep cleaning of suitable floor surfaces using machine-assisted cleaning, professional products and methods selected according to the floor material, installation and condition.

The service is intended to remove embedded dirt, residues and surface contamination beyond the level normally achievable through routine floor cleaning. The method used may vary according to the characteristics and condition of the floor.

Floor deep cleaning does not constitute grinding, honing, polishing, resurfacing, sealing or restoration unless any such treatment is expressly included in the confirmed scope.

1.3 Move-In/Move-Out Cleaning

A detailed cleaning service intended to prepare a property before occupation or following vacancy.

The scope is determined by the service and additional options selected at booking and may include accessible surfaces, floors, bathrooms, kitchen areas, fixtures, fittings and other agreed areas.

Cleaning inside cupboards, wardrobes, appliances, windows, glass, terraces or other additional areas or items is included only where expressly selected, quoted or otherwise confirmed as part of the service.

1.4 Window & Glass Cleaning

Professional cleaning of accessible windows, glass doors and other glass surfaces, together with frames and tracks where included within the confirmed service scope.

The service is limited to areas that can be accessed and cleaned safely using the equipment and access reasonably available to the Company. High-level, rope-access or other specialist access work is not included unless expressly agreed in advance.

The Company may decline to clean any window, glass surface or surrounding area where access or its condition presents an unreasonable safety or damage risk.

1.5 Upholstery Cleaning

Professional cleaning of suitable upholstered furniture and mattresses using equipment, products and methods selected according to the material, construction and condition of the item.

The Company will use reasonable professional care in selecting an appropriate cleaning method. Complete removal of stains, odours, discolouration or pre-existing marks cannot be guaranteed, particularly where these result from permanent staining, deterioration, previous treatments, material ageing or other pre-existing conditions.

1.6 Air-Conditioning Cleaning

Professional cleaning of suitable residential split air-conditioning units using appropriate equipment and cleaning methods. Depending on the unit and its condition, the service may include cleaning accessible internal components, filters and areas affected by accumulated dust, dirt, mould or other contamination.

The service is a cleaning service and does not constitute mechanical or electrical repair, refrigerant servicing, fault diagnosis or specialist HVAC maintenance.

Unless expressly agreed otherwise, the service does not include VRV, VRF, centralised or other specialist commercial air-conditioning systems.

1.7 Marble & Natural Stone Polishing and Restoration

Specialist treatment of suitable marble, travertine, terrazzo, granite and other appropriate natural stone or similar surfaces.

Depending on the material, condition and agreed scope, the service may involve one or more specialist processes, including grinding, honing, polishing, filling, stain treatment, sealing or other appropriate restoration methods.

The appropriate process is determined according to the characteristics and condition of the surface. The achievable result may be affected by factors including pre-existing damage, cracks, lippage, staining, deterioration, previous treatments, coatings, repairs, installation defects and the natural characteristics or variation of the material.

The specific treatment and intended finish will be determined by the quotation, assessment or confirmed scope of work.

1.8 Specialist & Commercial Cleaning

Bella Vista Cleaning may provide specialist cleaning and floor-care services for offices, hospitality premises, retail premises, common areas and other commercial or larger properties.

Such services may require an individual assessment and may be carried out according to a tailored quotation, scope of works or separate written service agreement. The methods, equipment, staffing and areas included will be determined according to the particular requirements of the property and the agreed scope.

1.9 Service Scope

The descriptions above describe the general nature of the services offered by Bella Vista Cleaning and do not mean that every process, item or area referred to is included in every booking.

The exact scope of a customer’s service is determined by the service selected, booking confirmation, quotation, selected add-ons and any other requirements expressly agreed in writing by the Company.

Services, areas, items, treatments or processes not expressly included in the confirmed scope are not deemed to form part of the booking and may be subject to an additional charge or separate quotation.

Where the condition, material, accessibility or circumstances encountered at the property materially differ from the information provided by the customer, the Company may adapt the method used, decline to carry out a particular process where there is a reasonable risk of damage or safety concern, or advise that additional or alternative work is required.

Where a commercial customer has entered into a separate written services agreement with the Company, that agreement will prevail to the extent of any inconsistency with these Terms & Conditions

2. Booking & Scheduling

2.1 How To Book

Customers can book a service through:

Our website: [bellavistacleaning.eu]
Phone/WhatsApp: +356 77504414
Email: info@bellavistacleaning.eu

2.2 Booking Confirmation

All bookings are subject to availability. You will receive a confirmation email/SMS once your appointment is scheduled.

2.3 Appointment Duration

All appointment times are estimated and may vary depending on the size and condition of the property. If additional time, labour, equipment or work outside the confirmed scope is required and this would result in an additional charge, this is deemed to be accepted and agreed to up to a maximum of one hour above the allocated time.

3. Pricing & Payments

3.1 Pricing Structure

Prices are based on property size, service type, and add-ons selected.
For large properties, we may provide a custom quote.
A minimum charge applies to all services.
Where the actual condition, access requirements or scope materially differs from the information provided by the customer at booking, or the circumstances so warrant, if additional time, labour, equipment or work outside the confirmed scope is required and this would result in an additional charge, this is deemed to be accepted and agreed to up to a maximum of one hour above the allocated time.

3.2 Payment Methods

We accept the following payment methods:

Cash upon completion, where expressly agreed by the Company
Bank transfer
Online payment ( Stripe)

All payments must be settled on the day of service, unless otherwise agreed.

The Company may require advance payment from any customer with a previous late-payment, non-payment or disputed-payment history.

3.3 Deposits & Prepayments

Certain large, high-value or other bookings may require a deposit or prepayment to secure the appointment. The amount and payment deadline will be communicated to the Customer accordingly.
Deposits are non-refundable if cancellations occur outside the cancellation policy period.
Deposits will be applied towards the total service charge.

3.4 Late Payments

If an amount remains unpaid after it becomes due, interest shall accrue on the outstanding sum at the maximum rate permitted by applicable law, calculated from the due date until the date of actual payment in full.

In addition, the Company may suspend or refuse future services and may take reasonable steps to recover the outstanding amount.

4. Cancellations, Rescheduling & Refunds

4.1 Cancellation Policy

More than 24 hours before appointment: No cancellation fee
Less than 24 hours before appointment: 50% of service charge applies
Same-day cancellation or no-show: Full service charge applies

By confirming a booking, the customer acknowledges and accepts the cancellation charges set out above. The customer agrees that, notwithstanding that the cleaning services may not be carried out as a result of a late cancellation or no-show, the applicable cancellation charge shall be immediately due and payable. The customer’s obligation to pay the relevant charge arises automatically upon cancellation or failure to provide access at the scheduled time, without the need for further notice from the Company.

4.2 Rescheduling

We allow one free reschedule if requested at least 24 hours in advance. Further changes or changes requested on shorter notice may incur a reasonable fee, which will be communicated before the rescheduled booking is confirmed.

4.3 Refund Policy

Refunds are only provided if:

The service was not completed due to a fault from our end.

Where appropriate, the Company may, at its discretion, offer re-performance or partial refund or a service credit.

4.4 Withdrawal for Distance Bookings

The Client acknowledges and agrees that, once the cleaning services have been performed by the Company, payment shall immediately be due, and the Client shall lose the right of withdrawal otherwise available under the any applicable legislation.

The Client further acknowledges that this consent and acknowledgement have been given freely and prior to the commencement of the services.

5. Customer Responsibilities

To ensure a smooth cleaning process, customers must:

Provide clear access to the property at the scheduled time. Any delay caused by the customer shall be deducted from the booked cleaning time, with no extension of the appointment or reduction in the service charge.
Customers must inform us prior to booking whether the property has lift access. If the property does not have a functioning lift and our team must transport heavy machinery or cleaning equipment via the staircase, an additional fee will apply, which fee the customer hereby accepts to pay.
Ensure that electricity and water are available.
Secure pets during cleaning (if applicable).
View the details of the cleaning service and duly inform us in advance of any special cleaning requirements.
Disclose, before the service begins, any known pre-existing damage, fragile or unusually valuable items, specialist finishes, improperly sealed surfaces, sensitive materials or other conditions that may reasonably affect the cleaning method or risk of damage.
Remove or securely store cash, jewellery, important documents and other portable valuables that do not need to remain in the cleaning area.

If our team is unable to access the property at the agreed time, the Company will make reasonable efforts to contact the customer. A cancellation or no-access charge may apply in accordance with Clause 4 where the service cannot proceed due to the customer’s failure to provide access.

6. Service Limitations

Bella Vista Cleaning provides general and deep cleaning services but does not include:

Removal of hazardous materials, biohazards, or pest infestations.
Heavy lifting or moving large furniture.
External window cleaning above reachable heights unless a safe balcony or ladder access is available.

For post-renovation or extreme cleaning cases, extra charges may apply due to the additional time and effort required, which charges the customer hereby accepts to pay.

7. Satisfaction Guarantee & Complaints

7.1 Quality Assurance

We aim to provide high-quality service. If you are not satisfied with the cleaning you must:

Notify us within 24 hours.
At our discretion, we may arrange a free re-clean of the affected area if the complaint is deemed justified by ourselves.

7.2 How To File A Complaint

Send a detailed explanation with photos (if applicable) to info@bellavistacleaning.eu, and our team will review your case promptly.

7.3 Opportunity to Inspect and Rectify

Where a customer alleges a cleaning deficiency that is capable of inspection or correction, the customer should give the Company a reasonable opportunity to inspect and, where appropriate, rectify the issue before engaging a third party to carry out corrective work. Except where otherwise required by law or where it was unreasonable to require the customer to await rectification, the Company will not be responsible for third-party corrective costs incurred without first being given such an opportunity.

8. Liability & Limitations

8.1 Scope Of Work

Bella Vista Cleaning provides services as per the type of cleaning booked (e.g. standard, deep, post-construction). Each service type requires specific tools and equipment to be brought to the property. The customer is responsible for selecting the appropriate service for their needs and is encouraged to contact the Company by telephone or email prior to booking if uncertain as to which service is suitable. Where delays or non-performance arise as a result of the customer having selected an inappropriate service type, the customer shall bear sole responsibility for any resulting shortfall in the scope of work performed. The Company shall have no liability for any loss, dissatisfaction, or additional cost arising from the customer’s choice of service.

Deep cleaning includes thorough attention to accessible surfaces, but does not include dismantling fixtures, handling appliances or furniture not identified as movable, or cleaning under/in/behind items not disclosed in advance.

If the client requires special attention to specific items or areas (e.g. delicate surfaces, under furniture, behind appliances), this must be communicated in writing before the service is initiated.

8.2 Post-Service Feedback & Claims

At the end of the appointment, clients are invited to inspect the property. Verbal or written confirmation that the property is in satisfactory condition will be taken as acceptance of the service.

Any concerns must be reported within 24 hours of the service.
Minor oversights (e.g. small areas missed) do not warrant a refund or price reduction. Where such oversights are reported within 24 hours of the service, the Company may, at its sole discretion, offer a free correction visit subject to availability. No claim for a correction visit shall be accepted if notified after the 24-hour period.
Requests for refunds or reclassification of services (e.g. from deep to standard) will not be accepted if the service delivered matches the scope, even if a few minor elements were overlooked.
We do not accept liability for damage or issues reported after the 24-hour window, especially in environments where dust, sand, or dirt naturally accumulate quickly (e.g. terraces in Malta).

8.3 Client Conduct & Disputes

Bella Vista Cleaning maintains a zero-tolerance policy for:

Dishonest representation (e.g. staging post-clean photos)
Threats, intimidation, or harassment (including threats to damage the company’s reputation)
Abuse of goodwill (e.g. demanding refunds after confirming satisfaction)

In such cases, Bella Vista Cleaning reserves the right to refuse future service and to pursue any legal proceedings and legal protection available under applicable law.

8.4 Hidden Areas & Furniture

Our team will clean under and behind furniture only when it is safe, accessible, and clearly movable. If an item appears built-in or fixed, it will not be moved unless instructed otherwise.

We are not responsible for dirt or debris that becomes dislodged after furniture has been moved back into place.

8.5 Product Use & Surface Reactions

Clients Are Responsible For Disclosing, Prior To The Commencement Of Services, Any Surfaces Or Materials Sensitive To Cleaning Products. Bella Vista Cleaning Shall Not Be Held Liable For Chemical Reactions Or Surface Damage Caused By Undisclosed Materials, Specialist Finishes, Or Improper Sealing. The Client Shall Be Solely Responsible For Any Damage Arising From A Failure To Make Such Disclosure.

8.6 Pre-Existing Damage and Condition Records

The Company is not responsible for pre-existing damage, deterioration, wear and tear, defective installation or pre-existing staining that is not caused by the Company. Customers should identify any known pre-existing damage or particularly fragile or valuable items before the service begins.

8.7 Photographic and Job Evidence

For quality assurance, documenting the condition of the premises, verifying completion, investigating complaints, responding to damage or payment disputes and protecting the legitimate interests of the parties, the Company may take proportionate before-and-after photographs and maintain contemporaneous job records. The Company will, where reasonably practicable, avoid capturing people, personal documents or unrelated private information. Any personal data contained in such records will be processed, secured and retained in accordance with the Privacy Policy and applicable data-protection law.

8.8 Indemnity and Hold Harmless

To the fullest extent permitted by applicable law, the customer shall indemnify and hold harmless Bella Vista Cleaning, its directors, employees and agents from and against any and all claims, liabilities, losses, damages, costs and expenses arising from or in connection with (a) injury to or death of any person, including the customer, any third party or their employees, (b) harm to or injury of any pet, or (c) loss of or damage to any property, in each case occurring during or as a result of the provision of the cleaning services or ancillary services, except to the extent caused by the gross negligence of the Company or its employees or agents. Nothing in this Clause excludes or limits, or is intended to exclude or limit, any liability that cannot lawfully be excluded or limited.

9. Force Majeure

We are not responsible for delay or failure to perform the service to the extent caused by events beyond our reasonable control, including but not limited to:

Extreme weather conditions
Road closures
Power outages or water closure
Pandemics or government restrictions

Where a service cannot proceed because of such an event, the Company will use reasonable efforts to reschedule it. If the service cannot reasonably be rescheduled or is ultimately not provided, any prepaid amount attributable to the unperformed service will be dealt with in accordance with applicable law and the circumstances of the booking.

10. Data Protection & Privacy

Your personal data is processed according to our Privacy Policy, which outlines how we collect, store, and use your information.

For full details, please read our Privacy Policy.

11. Amendments To These Terms

We may update these Terms & Conditions from time to time. Any revised version will be posted on our website with a revised effective or last-updated date. Unless otherwise agreed or required by law, an amendment will apply prospectively to bookings made after the revised version is made available and will not retrospectively alter the terms governing a booking already concluded.

Continued use of our services after any modifications means you accept the updated Terms.

12. Governing Law & Disputes

These Terms & Conditions and each booking are governed by the laws of Malta. Before commencing formal proceedings, the parties are encouraged, where appropriate, to attempt in good faith to resolve the matter through the complaints process in Clause 7.

In the event that the parties are unable to resolve the dispute amicably, the matter shall be referred to the Malta Arbitration Centre, which shall have exclusive jurisdiction to hear and determine the dispute in accordance with its rules and procedures then in force.

13. Contact Us

For any questions or clarifications regarding these Terms & Conditions, please contact:

Bella Vista Cleaning

Email: info@bellavistacleaning.eu

Phone: +356 77504414