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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 a licensed, 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 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.) However, if you would like us to use a particular cleaning product or tool, you may make it available to our workers after discussing it with management.
What kind of cleaning products do you use?
We use eco-friendly products and sanitizing solutions including OdoBan Disinfectant and Simple Green D Pro 3. 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). 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 is your service coverage area?
Please see our coverage area map on our Home page.
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 provide and 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 these payments:
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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. (To mail us check, see Option 2.)
Option 2: Mail us a check/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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Bill Pay also allows for recurring payments (mailed automatically). If you choose to activate recurring payments (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 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 notice emailed to you on the day of cleaning. On clicking button "View and pay invoice", you will be redirected to PayPal's payment platform; accepts PayPal, all major credit cards, debit Visa and debit Mastercard. 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.
Can I pay with Venmo?
We welcome Venmo card payments. However, Venmo's regulations prohibit businesses from accepting "peer-to-peer" payments through the app.
SAVINGS
Can I get a discount if I refer a friend to you?
Yes! To view our referral discount offers, please click on our Pricing page and scroll down to "Share the Bliss and Save!".
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?
Of course, you may. If so, 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.
