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Frequently Asked Questions
First Things First
What is your service area?
We offer residential cleaning service in the following cities north of I-20 and east of I-85: Atlanta, Avondale Estates, Clarkston, Decatur, Scottdale and Tucker. We only service apartments in Conyers, Covington, McDonough and Monroe.
Why should I hire Home Clean Home?
- Unlike a "cleaning lady", we are an insured and bonded business for your peace of mind. (Documentation available upon request)
- We're locally owned and operated. You're focal because we're local.
- You'll have personal customer service provided by our service manager, Samuel Mejía.
Will I have to sign a contract?
We do require signing a service agreement; however, the agreement allows you to drop our services at any time with no penalty. We use Docusign® to make signing up a breeze. Click here to take a look at our Services Agreement.
Who will provide cleaning supplies and equipment?
We bring our own supplies and equipment. Trash bags are the exception; we'll use yours to line waste bins. That said, if you wish for us to use a specific cleaning product or tool, you may provide it after discussing it with management.
Home Access / Pets
Does my residence need to be unoccupied while you work?
We don't require your residence to be unoccupied while we service it. However, our work is facilitated when your residence is unoccupied during interior cleanings.
What if usually no one will be home when you arrive?
No problem. We offer a free lockbox installation where you may securely leave a key for when we arrive (for recurrent service only). You may choose between a fixed (installed on a wood surface) or portable (secured to a door knob) lockbox. Contact Samuel for questions or to arrange a free installation.
If installing a lockbox is not a viable option for your residence, you may entrust us with a key. Home Clean Home will be responsible for keeping your key in a secure location. We will label it with a cipher to conceal your name and will never include your address.
If installing a lockbox is not a viable option for your residence, you may entrust us with a key. Home Clean Home will be responsible for keeping your key in a secure location. We will label it with a cipher to conceal your name and will never include your address.
What is your policy regarding pets?
We recognize that every pet will react differently to any given situation. Even so, our workers' sense of an undisturbed and stress-free environment should be met. Hence we respectfully request that your pet (especially dogs) is secured while our workers service your home. If you will normally be present during our service visits this may allow your pet to get better familiarized with us. If your pet is well-behaved towards our workers, we may choose to relax this policy.
Schedule
What if I need to cancel (skip) a service visit?
We require two days' notice to cancel a service visit. If you cancel a service visit with less than two days' notice or if I workers arrive and are not granted access to your home, you still will incur the full charge of the service visit. At our discretion, we may waive payment if we determine that there was a genuine emergency. You may also choose to reschedule and we will try our best to accommodate you.
Do you provide service on weekends and holidays?
For interior cleanings, we generally do not service homes on weekends. We apologize for any inconvenience. With the exception of Thanksgiving and Christmas, we may service a residence on a holiday if the client is agreeable to it.
Payments
What payment methods do you accept?
We accept Zelle, Venmo, Cash App, PayPal, Visa, Mastercard, American Express, Discover and mailed checks. Read our Payments Notice for important information.
Can I save while enjoying your service?
Yes, you can save money! Go to our Payments Notice and scroll down to "Prepaid Service Discount".
Can I tip the workers?
Yes, it's up to you!
Miscellaneous
What if you break or damage something in my home?
In the unusual event that we accidentally cause damage to an item while we work in your home, we will inform you and arrange for repair, replacement or reimbursement. Reimbursement may be issued in the form of a discount from your normal payment. If the situation requires it, we will contact our insurance provider. If you have reason to believe that we are responsible for damage to an item in your home, you will need to inform management within 24 hours of our leaving your residence. We cannot guarantee repair, replacement or reimbursement for damage if we cannot physically inspect said damage or if reported after 24 hours of our leaving your residence. Please read our comments to the next question.
How can I minimize the chance of damage to things in my home?
We may choose not to touch an item that we believe is fragile or otherwise sensitive such as a musical instrument. However, you the householder are the best informed person about the state of the items in your home. Hence it is ultimately your responsibility to communicate to us (management included) if we should avoid an item that you deem fragile, sensitive, of special value, or prone to falling and breakage. To protect the safety of our workers and your things, it is your responsibility to ensure that items that hang on a wall (pictures, mirrors, shelves, etc.) or from ceiling are properly installed so that these will not fall from normal dusting or customary cleaning.
Are your prices negotiable?
Yes. For example, if you wish to exclude a room from being cleaned, we can quote a price excluding that room. If you choose to have that room cleaned occasionally, we can add it for an extra charge. However, we usually would not agree to only cleaning one room (or two) in a larger house when travel time and expense would not make good business sense.
Will you remove all spots and stains?
The short answer is no. Some spots or stains may be permanent by nature. In other cases, spots that are numerous or particularly stubborn may demand excessive amounts of time and energy that would prevent us from accomplishing other cleaning tasks.