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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.
Home Access | Pets
Does my residence need to be unoccupied while it is serviced?
You are not required to be out of the house while we work. However, our work is facilitated when your residence is unoccupied.
What if no one can be home when you service my residence?
With recurrent service, if no one will usually be home when we arrive, we offer a FREE lockbox and installation where you may securely leave a key for us. High-quality, impact and tamper resistant, combination lockbox. Contact Sam for any questions or to arrange a free installation.
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.
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.
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 certain holidays, we may choose to be open for business as usual. For others, we may offer the option of rescheduling our service visit when possible.
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
What payments are accepted?
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 day of service. (See our 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 mailing address as shown below. You may 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 (preferably before). We will deposit your check at the end of the service day regardless of receiving it 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 (preferably before). We will deposit your check at the end of the service day regardless of receiving it 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. Debit cards and credit cards welcome, PayPal account not required. 2% convenience fee.
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LATE PAYMENT POLICY
Payments received after the day of service will be considered late. Overdue payments will be subject to a late fee of $5.50 per every day of lateness, invoiced via PayPal and emailed to you; payable by debit card, credit card, or PayPal. For Venmo or Cash App we may choose to send a new request. If you usually pay via Bill Pay or hand-mailed check and your payment arrives late, we will hold it for the next service visit.
Returned checks will incur a $20 fee and may incur an additional late fee, invoiced via PayPal.
Payments received after the day of service will be considered late. Overdue payments will be subject to a late fee of $5.50 per every day of lateness, invoiced via PayPal and emailed to you; payable by debit card, credit card, or PayPal. For Venmo or Cash App we may choose to send a new request. If you usually pay via Bill Pay or hand-mailed check and your payment arrives late, we will hold it for the next service visit.
Returned checks will incur a $20 fee and may incur an additional late fee, invoiced via PayPal.
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 while avoiding the hassle of monthly payments. Six-month minimum, payment by mailed check. Here's how you save:
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SERVICE EVERY 2 WEEKS: GET 4.25% OFF!
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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SERVICE EVERY 4 WEEKS: GET 4.25% OFF!
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.
Can I tip the workers?
Yes. If you choose to tip, cash will be most appreciated.
Miscellaneous
Will you remove any stain or spot in my home?
We will make every reasonable effort to do so. However, we do not guarantee that we will be able to remove every stain or spot in your home. Some spots/stains may be permanent in nature or require excessive amounts of time and energy that would prevent us from accomplishing other cleaning tasks.
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.
Are prices for recurrent cleanings negotiable?
Yes. If there is a room in your home that is never or rarely used, we can negotiate the price to fit your needs. If an arrangement is mutually agreeable we will disclose it in our service agreement.
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.
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.