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Frequently Asked Questions
First Things First
Why should I hire Home Clean Home?
- Unlike a "cleaning lady", we offer you peace of mind as an insured and bonded business. (Documentation available upon request.)
- We are locally owned and operated, not a franchise. You will have personal customer service taken care by our service manager, Samuel Mejía.
What is the scope of your service?
- We offer residential cleaning only. Our service covers the living areas of your residence, that is, areas under heating and air conditioning.
- For insurance reasons: We may move light chairs while cleaning but not furniture in general. If you would like for us to clean behind furniture or a large appliance, you may move it and we will be happy to clean behind it. We may stand on no more than a step stool to reach higher (no ladders).
- Please be advised that we are not responsible for washing dishes nor doing laundry.
- Cluttered areas will hinder cleaning. Reducing cluttered surfaces on your end will allow a more effective cleaning.
Will I need to sign a contract?
We do require you to sign a service agreement; however, the agreement allows you to drop our services at any time. We use DocuSign® to make the process easy, contactless and paperless.
Who will provide cleaning products and equipment?
We bring our own cleaning products and equipment. Fresh trash bags are the exception; we will use yours to line waste bins. We mostly use eco-friendly products from a variety of brands. However, if you would like us to use a specific cleaning product or tool, you are welcome to provide it after discussing it with management.
Will you send the same team every time?
Yes, our preference is to send the same team (or worker) to your home every time. Seldom, logistics may require to make a substitution with our workers.
Covid Concerns
How does Home Clean Home operate amid Covid-19 concerns?
We encourage our workers to stay home if they are experiencing cold symptoms. All our staff is fully vaccinated and boosted. We wear gloves and shoe covers while indoors. If you wish for our workers to wear a face mask in your home please inform management and we will comply with your request. Otherwise, wearing or not wearing a face mask is left to each worker's decision. We endeavor to follow guidance from health officials in order to protect our health and the health of others. You may choose to be out of the house while we work. If you or anyone in your household will be in the house while we work, we will keep out of each other's way by being in different rooms and social distancing.
https://www.cdc.gov/coronavirus/2019-ncov/your-health/index.html
https://www.cdc.gov/coronavirus/2019-ncov/vaccines/fully-vaccinated.html
https://www.cdc.gov/coronavirus/2019-ncov/your-health/index.html
https://www.cdc.gov/coronavirus/2019-ncov/vaccines/fully-vaccinated.html
Does Home Clean Home use EPA-registered (List N) disinfectants?
We use both EPA-registered (List N) and non-EPA-registered disinfectants. EPA-registered disinfectants in List N meet the EPA's expectations to kill all strains and variants of SARS-CoV-2, the coronavirus that causes Covid-19 when used according to the label instructions. Although bleach products are effective against SARS-CoV-2, some clients request not to use them.
Our EPA-registered (List N) disinfectant is Foster First Defense®, an institutional-grade disinfectant used in homes, hotels, schools, nursing homes and hospitals. This service is available for only $3 per visit. Ask Sam for First Defense® and we'll use it every time we service your home.
Foster First Defense® can be used on door knobs, light switches, countertops, metal, stainless steel, fiberglass, ceramic tile (shower stalls or sinks), toilets, finished woodwork, vinyl, plastic.
The use of any EPA-registered (List N) disinfectant in your residence does not guarantee that you or anyone in your household will not contract any illness at any time, including Covid-19.
Foster First Defense® can be used on door knobs, light switches, countertops, metal, stainless steel, fiberglass, ceramic tile (shower stalls or sinks), toilets, finished woodwork, vinyl, plastic.
The use of any EPA-registered (List N) disinfectant in your residence does not guarantee that you or anyone in your household will not contract any illness at any time, including Covid-19.
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Our non-EPA-registered disinfectants are Odoban® Disinfectant and/or Simple Green d Pro 3™.
How can I be sure that a disinfectant is approved by the EPA to use against SARS-CoV-2?
To determine this, go to www.epa.gov and enter in the search bar "List N disinfectants for use against SARS-CoV-2". Focus should be set on a disinfectant's EPA registration number, not the brand name. Each EPA registration number is composed of 2 or 3 sets of numbers separated by a hyphen. Even when a brand name does not appear on List N, if the first 2 sets of numbers match, it is an equivalent product. https://www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
Our non-EPA-registered disinfectants are Odoban® Disinfectant and/or Simple Green d Pro 3™.
How can I be sure that a disinfectant is approved by the EPA to use against SARS-CoV-2?
To determine this, go to www.epa.gov and enter in the search bar "List N disinfectants for use against SARS-CoV-2". Focus should be set on a disinfectant's EPA registration number, not the brand name. Each EPA registration number is composed of 2 or 3 sets of numbers separated by a hyphen. Even when a brand name does not appear on List N, if the first 2 sets of numbers match, it is an equivalent product. https://www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
Home Access | Pets
What if no one can be home to let the workers in?
For recurrent service, if no one usually will be home when we arrive, we offer a free lockbox and installation where you may securely leave a key for our workers. Contact Sam for any questions or to arrange a free installation.
Whenever installing a lockbox or hiding a key are not viable options, you may entrust us with a key to your home. Home Clean Home will be responsible for safekeeping the key or keeping the entry code strictly confidential. If you provide us with a key, management will label it with a cipher to conceal your name and keep it in a secure location. Your address will never be on the label.
Whenever installing a lockbox or hiding a key are not viable options, you may entrust us with a key to your home. Home Clean Home will be responsible for safekeeping the key or keeping the entry code strictly confidential. If you provide us with a key, management will label it with a cipher to conceal your name and keep it in a secure location. Your address will never be on the label.
Do I need to be out of the house while my house is cleaned?
Although we do not require you to be out of the house, cleaning your home while everyone is out facilitates our job.
What is your policy regarding pets?
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We recognize that every pet will react differently to any given situation. Even so, our workers' sense of a safe and stress-free environment should be met. Since we don't know how your pet (especially dogs) will behave towards our workers, we respectfully request that your pet is secured during the time we are working in your residence. If you will be present whenever we service your home it may be easier for your pet and us to become familiar with each other. Provided that your pet is well-behaved towards our workers, we may relax this policy.
Please note that we cannot be responsible for cleaning pet bodily waste or fluids. |
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Schedule
What if I need to cancel a cleaning visit?
Out of fairness to our workers' livelihoods, we require that you provide us 2 days' notice of canceling a cleaning visit. If we receive less than 2 days' notice of cancellation or if our workers arrive at your home and are not given access, you still will incur the full charge for the service visit. If we determine there was a genuine emergency, we will waive payment.
Alternatively, you may request to reschedule the service visit. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
Alternatively, you may request to reschedule the service visit. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
Do you work on weekends?
We do not work on weekends. We apologize for any inconvenience. We may make an exception on a case-by-case basis for a pricing visit or a non-recurrent cleaning.
What is your holiday schedule?
For the holidays below, we will offer you the option of rescheduling our service visit whenever possible. For some holidays, we may choose to be open for business.
New Year's Day (January 1)
Memorial Day (Last Monday of May)
Independence Day (July 4)
Labor Day (First Monday of September)
Thanksgiving Day (Fourth Thursday of November)
Friday After Thanksgiving
Christmas Day (December 25)
New Year's Day (January 1)
Memorial Day (Last Monday of May)
Independence Day (July 4)
Labor Day (First Monday of September)
Thanksgiving Day (Fourth Thursday of November)
Friday After Thanksgiving
Christmas Day (December 25)
Payments
How do I pay?
We accept the payment methods below. Digital payments will be added a 2% convenience fee. Please be advised:
- Our workers are not responsible for collecting payments.
- Payment is due on the service day. Late payments are subject to a late fee. Please review question below, "What is your late payment policy?"
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Check Via Bill Pay
Bill Pay may be set up in your bank's website or app. Enter our business name and mailing address as shown below. Enter your last name as the account number. USPS delivery takes 3 to 5 business days as checks are mailed from out of state. To avoid a late fee, please schedule payment so check is delivered on or before the service day. Check will be deposited at the end of the service day regardless of being delivered sooner. A courtesy 5-day grace period may be extended to you no more than once in a calendar year. For automatic payments: Please review question below, "What about automatic payments?"
Hand-Mailed Check
Please make check payable to Home Clean Home LLC and mail to the above address. Local USPS delivery takes 2 to 3 business days. To avoid a late fee, please mail check so that it is delivered on or before the service day. Check will be deposited at the end of the service day regardless of being delivered sooner. A courtesy 5-day grace period may be extended to you no more than once in a calendar year. |
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Request from @HomeCleanHomeLLC sent to you on the service day. 2% convenience fee.
Request from $HomeCleanHomeLLC sent to you on the service day. 2% convenience fee.
PayPal link emailed to you on the service day. Credit cards and debit cards welcome, PayPal account not required. 2% convenience fee.
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What is your late payment policy?
Payments not received by the service day will be considered late. Late payments will be subject to a late fee of $5.50 per every day of lateness. Regardless of your preferred payment method, all late payments will be invoiced via PayPal and emailed to you on the first day of lateness. Payable by credit card, debit card, or PayPal.
If you usually pay via Bill Pay or hand-mailed check and your payment arrives late, we will hold on to it for the next service visit.
If you usually pay via Bill Pay or hand-mailed check and your payment arrives late, we will hold on to it for the next service visit.
What about automatic payments?
Automatic payments may be activated in Bill Pay (in your bank's website or app). Note: For service every two weeks, there are 26 visits in a year; for service every four weeks, there are 13 visits in a year. Over time, automatic payments will arrive late and increasingly later because service visits fall two to three days earlier every month. To avoid a late fee, choose one of three options:
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Option 1 Periodically, change the Bill Pay date to be earlier in the month, taking mail delivery into account. Option 2 Periodically, (leave Bill Pay date intact but) manually send another payment for our upcoming or most recent visit. After we deposit that check, subsequent checks will arrive earlier. |
Option 3 Pay average cost per month. Set it and forget it. For service every two weeks, multiply your price times 26 (visits), then divide by 12. Example: price per visit $135. 135 x 26 = 3510 3510/12 = 292.50 Bill Pay amount $292.50 For service every four weeks, multiply your price times 13 (visits), then divide by 12. Example: price per visit $175. 175 x 13 = 2275 2275/12 = 189.58 Bill Pay amount $189.58 |
What's the deal with prepaid service?
Get a 4.25% discount for six months with a one-time advance payment. Six-month minimum, payment by mailed check only. Here's how you save:
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4.25% OFF SERVICE EVERY 2 WEEKS
13 PREPAID VISITS* Example: price per service visit $150 $150 x 13 visits = $1950. But only $1867.12 when you prepay. That's $82.88 in savings. 1950 x .0425 = $82.88 discount 1950 – 82.88 = $1867.12 In one year your savings of 4.25% add up to 110% off. That's the same as one free service visit plus 10% off another visit. (4.25 x 26) * 13 service visits in half a year. 1 year = 26 visits. 52 weeks/2 weeks = 26 |
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4.25% OFF SERVICE EVERY 4 WEEKS
6 PREPAID VISITS* Example: price per service visit $195 $195 x 6 visits = $1170. But only $1120.27 when you prepay. That's $49.73 in savings. 1170 x .0425 = $49.73 discount 1170 – 49.73 = $1120.27 In one year your savings of 4.25% add up to 55% off one service visit. (4.25 x 13) * 6 service visits in almost half a year. 1 year = 13 visits. 52 weeks/4 weeks = 13 |
In the event that services are terminated before your prepayment runs out you will be refunded the remaining balance. Recurrent Essentials not eligible for discount offer.
REFERRAL DISCOUNT
Get a one-time $25 discount for every referral that signs up for Recurrent Cleanings. Your discount will be applied after your referral's first payment. It's best to direct your friend to our website. In our Contact page we'll ask them who referred them to us. Sorry, Recurrent Essentials and Deep Cleanings are not eligible for referral discounts.
Get a one-time $25 discount for every referral that signs up for Recurrent Cleanings. Your discount will be applied after your referral's first payment. It's best to direct your friend to our website. In our Contact page we'll ask them who referred them to us. Sorry, Recurrent Essentials and Deep Cleanings are not eligible for referral discounts.
Are prices for recurrent cleanings negotiable?
Yes. If there is a room in your residence that is rarely or never used, we are open to negotiate the price to better fit your needs. If an arrangement is mutually agreeable, it will be disclosed in our service agreement.
Can I tip the workers?
Yes. If you choose to tip, cash will be most appreciated.
Miscellaneous
What if you damage something in my home?
In the unusual event of an accident, when we are aware of causing damage to an item, our policy is to inform you the same day and offer reimbursement or a replacement. If you discover an item damaged by us please contact management within 24 hours of the incident. We will inspect the damage and arrange for a reimbursement. If necessary, we will file a claim with our insurance. When a receipt is not available for the damaged item and it is clear that the item has been damaged by a Home Clean Home worker, we will work with our insurance company to resolve the issue. Please note that we cannot guarantee reimbursement if a damaged item is reported after 24 hours from the end of our cleaning visit or for damages that we cannot physically inspect.
How can I reduce the chances of an item being damaged in my home?
Please inform us of any previously damaged item or furniture that is prone to breakage so that we may avoid touching it or be especially cautious while cleaning. If you have pictures, shelves or similar items hanging on a wall, please ensure that they are properly installed so as not to fall with normal and customary cleaning. It is the client's responsibility to inform us of sensitive objects that are prone to falling or breakage. If there is an item of sentimental or substantial monetary value, please advise us if you prefer for us not to touch such item and we will gladly comply.
Do you offer a satisfaction guarantee?
Yes. If you're not satisfied with our service, please inform us and we'll return the next day or sooner to clean the area or spot to your satisfaction at no charge. We will honor the guarantee within the bounds of what is physically possible and reasonable amounts of time.
Will the workers coming to my home speak English?
Yes, our workers speak English; some with varying degrees of proficiency. Of course, you may always contact management if you feel the need to do so.
Will you remove any stain or spot in my home?
We will make every reasonable effort to do so. That said, we do not guarantee that we will be able to remove every stain or spot in your home as some may be permanent in nature.
If you didn't find the answer to your question here, feel free to email Samuel, our service manager: sam@ilovehomecleanhome.com.
Make your time count. Home Clean Home.
