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Frequently Asked Questions
FIRST THINGS FIRST
How does Home Clean Home abide by the CDC's guidelines?
www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/prevention.html
To protect our workers and clients, we actively encourage our workers to follow the CDC's recommendations as found in the hyperlink above. We also encourage our workers to stay home when sick.
www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/prevention.html
To protect our workers and clients, we actively encourage our workers to follow the CDC's recommendations as found in the hyperlink above. We also encourage our workers to stay home when sick.
How We Safely Perform Our Work
- Pricing visit: Sam (our service manager) will wear gloves and observe social distancing, keeping a minimum of 6 ft. from individuals in your household. Additionally, he will be ready to put on a face mask before entering your home. He will also wear shoe covers (or offer to remove his shoes) upon entering.
- Cleaning visits: You may choose to be out of the house in your backyard, deck, go for a walk, grocery shop, etc. If you will be indoors, however, we will coordinate to keep out of each other's way in different rooms and observe social distancing, staying a minimum of 6 ft. apart from individuals in your household. We will wear gloves, face masks and shoe covers. We will wash our hands after entering and before leaving, although not limited to those instances.
How We Safely Manage Our Business
- We operate a home-based business. Our operations do not require meeting with our workers in a physical location. Communication between management and workers is done electronically or by phone. Scheduling is managed through Google Calendar so that every worker has all the information he/she needs on their mobile device.
- Each team of workers are members of the same household so workers do not personally interact with other workers outside of each household. Workers are dispatched remotely and leave for work directly from their homes.
- Any exchange of items or supplies between management and workers is made in a secured, central location. Management and workers access the location separately and at different times so they never encounter one another.
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. Our simpler setup allows us to better focus on your satisfaction.
- You will have personal customer service taken care of by our service manager, Sam Mejía. You may reach out to Sam by text message, phone or email and he will be happy to assist you with any question or concern that you might have. In fact, at your request, he will travel to your home and address your questions or concerns in person.
What is the scope of your service?
Our cleaning service covers the living areas of your residence, which basically means the areas under heating and air conditioning. We offer recurrent cleanings, deep cleanings and move-out/move-in cleanings. (For more information on what our services include, click on Services.)
- 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.
- Please be advised that we are not responsible for washing dishes nor doing laundry.
- Cluttered areas will hinder cleaning. Reasonably minimizing 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, as per the agreement, you are free to drop our services at any time, so you'll never be locked in a contract.
Do I need to provide cleaning products or equipment?
We bring our own cleaning products and equipment so you're not required to provide these. (An exception are fresh trash bags; we will use yours to line waste bins when removing garbage/recycling.) We mostly use eco-friendly products from a variety of brands. In situations where there are moldy spots around the tub or shower, we typically use products containing bleach. Please inform our service manager if you have any objection to us using certain products (for instance, due to allergies). However, if you would like us to use a particular cleaning product or tool, you may provide it to our workers after discussing it with management.
What kind of disinfectants does Home Clean Home use?
We use Odoban® Disinfectant and/or Simple Green d Pro 3™. These are not registered in the EPA's List N. We use these especially in often-touched surfaces (door knobs, light switches and other surfaces of kitchen and bathrooms). If bathtubs/showers/sinks are not bleach-sensitive, bleach products may be used as well.
We Are Pleased to Offer EPA-REGISTERED DISINFECTING
Disinfectants registered in List N meet the EPA's criteria to use against SARS-CoV-2, the virus that causes Covid-19. Disinfecting often-touched areas of your home with an EPA-registered disinfectant is available for an extra charge: $5 per visit for recurrent cleanings, $7 for a one-time cleaning visit. Used on door knobs, light switches, countertops, metal, stainless steel, fiberglass, ceramic tile (shower stalls or sinks), toilets, finished woodwork, vinyl, plastic.
Disinfectants registered in List N meet the EPA's criteria to use against SARS-CoV-2, the virus that causes Covid-19. Disinfecting often-touched areas of your home with an EPA-registered disinfectant is available for an extra charge: $5 per visit for recurrent cleanings, $7 for a one-time cleaning visit. Used on door knobs, light switches, countertops, metal, stainless steel, fiberglass, ceramic tile (shower stalls or sinks), toilets, finished woodwork, vinyl, plastic.
Disinfectant: Foster First Defense® 40-80
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How do I know if a disinfectant is approved by the EPA to use against SARS-CoV-2 (the coronavirus that causes Covid-19)?
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
How do I know if a disinfectant is approved by the EPA to use against SARS-CoV-2 (the coronavirus that causes Covid-19)?
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
Do you offer a satisfaction guarantee?
Yes, we do! If you're not satisfied with our service, please let us know and we'll return the next day or sooner to clean the area or spot to your satisfaction at no charge. Deep Cleanings and Move-Out/Move-In Cleanings: Because these cleanings are performed within an allotted period of time, tasks not completed due to time constraints are not covered by the guarantee.
SERVICE CONCERNS
What if no one can be home during your cleaning visits?
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If normally no one will be home when we arrive, we will be happy to install a lockbox free of charge. This provision safely keeps a key on your premises while allowing access to our workers. Lockbox is yours to keep when you sign up for recurrent cleanings.
If 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. |
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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, as a general policy, we respectfully request that your pet is secured for the time our workers are in your residence. However, if you will be present as our workers continue visiting your home it will be easier for your pet and our workers to become familiar with each other. Provided that your pet is well-behaved towards our workers, we may make an exception to this policy.
Please note that we cannot be responsible for cleaning pet bodily waste. |
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Will you send the same team to my home every time?
It is our preference to send to your home the same worker, or workers, every time. In rare instances, logistics and scheduling may make it necessary to make a substitution with our workers. However, our staff receives the same training to ensure that we keep the same quality standards for your home.
SCHEDULING
What if I need to cancel a cleaning visit?
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We understand that there may be a time when you need to cancel a cleaning visit. Of course, our workers rely on a regular schedule of homes to earn their living. Out of fairness to our workers, 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 that week's cleaning. An exception would be granted if we determine there was a genuine emergency.
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Alternatively, you may be able to reschedule the cleaning. Although there is no guarantee that our schedule will permit to do so, we will try our best to accommodate you.
Will you arrive on time to clean my home?
Arriving punctually is always our endeavor and we do so the majority of times. Granted, there may be circumstances beyond our control that could impact our punctuality; for instance, an unexpected situation while cleaning a previous home or unforeseen snarls in traffic. Although these setbacks are rare, they may cause our arrival window to increase up to 1 hour from our scheduled arrival time.
Can I choose the day and time you can service my home?
Allotting the adequate amount of time to service your home and all our clients' homes requires that we schedule your service visit. Of course, you may ask us if we have a specific day or time frame available. Provided that our schedule allows us to accommodate you, we'll be happy to do so.
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, if possible, we will offer you the option of rescheduling our cleaning visit.
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 make a payment?
We welcome:
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Check
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Option 1: Write a check payable to Home Clean Home. You may leave check in the same place for our workers to collect.
Option 2: Mail us a check or set up Bill Pay on your bank's website or app. (Bill Pay—a free service—will send us a check in the mail.) To avoid a late payment fee, please schedule payment so check is delivered by the cleaning day. Regardless of check arriving earlier, it will not be deposited until after our cleaning visit. |
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Please mail to:
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Home Clean Home, LLC
3904 N. Druid Hills Rd. #322 Decatur, GA 30033 |
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If you choose to automate recurring payments on Bill Pay (issued monthly), payments for weekly or biweekly service must be issued in advance as a monthly lump sum.
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Cash App
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Request sent to you on the day of cleaning. Open app, tap Activity (clock icon) at bottom right, see amount due and tap "Pay". Please provide management with your $cashtag (aka username) prior to our cleaning visit.* Morning clients: Thank you for remitting payment no later than noon of the cleaning day. Afternoon clients: Thank you for remitting payment no later than 3 pm of the cleaning day.
* FYI: Our $cashtag is $HomeCleanHomeLLC. |
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PayPal
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Invoice emailed to you on the day of cleaning. Upon clicking button "View and pay invoice", you will be redirected to PayPal's payment platform; accepts PayPal, all major credit cards and debit cards. Morning clients: Thank you for remitting payment no later than noon of the cleaning day. Afternoon clients: Thank you for remitting payment no later than 3 pm of the cleaning day.
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Payment is due on the day of cleaning. Late payments will incur a $30 late fee and we will not schedule the next cleaning visit until the outstanding amount is paid.
What about Venmo?
We welcome Venmo card payments. As their general policy, Venmo prohibits businesses from receiving payments through the app. For ease of mobile payments, we recommend Cash App.
SAVINGS
Can I get a discount if I refer a friend to you?
Yes! To view our referral discounts, click on Recurrent Cleanings and scroll down to discount offers.
Are your recurrent cleaning prices negotiable?
Sure! 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 home's needs. If an arrangement is found to be mutually agreeable, it will be specified in writing when you sign your original or renegotiated service agreement.
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 minimize the chances of an item being damaged in my home?
We find that open communication is key to avoiding unnecessary disappointments. 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 by 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. Our goal is to serve you so that we can all feel great about our service every time.
Can I tip the workers?
Yes. If you choose to tip, cash will be most appreciated.
Will the workers coming to my home speak English?
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.
Make your time count. Home Clean Home.