Our Policies
We Love Feedback!
We will send a brief (10-second) feedback request after each appointment. Please take the opportunity to let us know if there is anything we can do differently or better to meet (or exceed!) your expectations.
While we do not offer full or partial refunds for services that have already been provided, we are happy to return and re-clean any areas of concern that are reported to us within 24 hours of your cleaning appointment. Photos of each area are requested for our notes and team training.
Preparing for Services
We ask that all clients prepare for our arrival by organizing items on surfaces that need cleaning. This includes moving laundry, shoes, and misc. items from vanities, dressers, beds, and floors. This will ensure that we have time to complete quality cleaning. Also, we request that any excess mess outside of toilets, pet messes, and anything that would be considered hazardous be pre-cleaned before your appointment. We’re pros, but we’d appreciate your help!
We reserve the right to skip areas that are not reasonably accessible or prepared for cleaning at the time of service.
Payments & Pricing
First and One-time Clean Pricing
A labor buffer is added to all First Deep, One-Time, Return, and Move cleans. This buffer allows flexibility in labor time. If your home requires more time than what’s covered by the base fee, part or all of the buffer will be added to your final invoice based on the actual hours worked. The labor buffer will appear on the initial estimate we provide, outlining a maximum extra cost we may charge.
If we determine upon arrival that the work required exceeds the time covered by the contingency, we will contact you before proceeding to discuss available options, including adjusting the scope of work, allotted time, or cost.
Payment Options
We will send an invoice to your email on file after each cleaning appointment, which can be paid online with a credit or debit card. We appreciate prompt payment of all invoices, and may postpone services if an invoice is outstanding more than 30 days. We also offer a secure auto-pay option through our Jobber software.
Late Invoice Fee
If an invoice is 30 days past due, we will add a late fee of $10 per week until it is paid. If there are 2 or more unpaid invoices on an account, we will pause services until they are paid. If late payments become an ongoing issue, we will require that the account is enrolled in auto-pay.
Scheduling
Arrival Time
Our hours of operation are from 9:30am-4:30pm. Unless you have our first appointment of the day, we are unable to guarantee an exact arrival time. However, we do our best to arrive within 30 minutes of your scheduled appointment. We will send a text notification if we are running late, and also when we are on our way. If our arrival time shifts significantly outside the estimated window, we will notify you as soon as possible.
If you choose to wait for us to arrive, please be home during the estimated window of time to let our staff into your home. If no one is home or we are turned away for any reason, a cancellation fee will be charged (see Cancellation Policy.)
You’ll receive an automated text reminder the day before each cleaning at 4:00pm to the primary phone number on file.
Note: Reminders come from our scheduling software, Jobber.
Please complete the scheduling preferences form linked below.
If your scheduling preferences change, please let us know as soon as possible by submitting another client preferences form or sending us an email.
First Deep Clean
Scheduled based on your New Client Form preferences. This may differ from your regular slot. We’ll confirm the proposed date and time via email or text, depending on your preferences. This appointment is when most clients choose to include add-on services.
Recurring Schedule
We'll plan a recurring schedule based on your scheduling preferences. We'll propose the schedule either prior to or included with your First Deep Clean invoice. Unless otherwise specified, arrival time may vary from appointment-to-appointment.
While we do our best to maintain a consistent schedule, occasional staff or weather disruptions may require us to reschedule. If so, we'll notify you as soon as possible via email or text.
Schedule Adjustments
Rescheduled appointments won’t affect future cleanings unless specified; your next cleaning will remain as scheduled unless a change is requested. We’ll notify you of any changes on our end as soon as possible.
Cleaning times aren’t listed in the Client Hub, as arrival times are often solidified the day prior. If there’s a change after the 4:00 PM reminder, we’ll text you.
Cancellation & Reschedule Policy
We strive to be flexible and accommodating. However, when you schedule services with us, we reserve dedicated time just for your appointment. Last-minute cancellations or reschedule requests can disrupt our team’s day and impact other clients we serve.
To keep everything running smoothly, we are implementing the following cancellation policy:
Grace Cancellations
To allow for unexpected changes or illness, we offer a limited number of grace cancellations each year:
-
Weekly clients – 3 grace cancellations per year
-
Biweekly clients – 2 grace cancellations per year
-
Monthly clients – 1 grace cancellation per year
Once grace cancellations are used, our standard cancellation policy applies.
Please note: Frequent cancellations or last-minute reschedule requests may result in a disruption of recurring service.
Cancellation Fees
In the event of a cancellation, we reserve the right to assess the following charges to the card on file:
-
More than 24 hours’ notice: No charge
-
24 hours or less: 15% of the service cost
-
12 hours or less: 25% of the service cost
-
Locked out or turned away without notice: 50% of the service cost
Reschedule Fees
If you need to move your appointment to a different day, the following administrative charges will apply:
-
More than 24 hours’ notice: No charge
-
24 hours or less: 10% of the service cost
-
12 hours or less: 20% of the service cost
We reserve the right to enforce these policies consistently while also considering the circumstances and history of each client relationship.
Severe Weather Closures & Delays
We use multiple data sources when determining whether to operate during severe weather. Our goal is to balance consistent client care with the safety of our team.
While we make every effort to reschedule missed appointments, this isn’t always possible. Rescheduling decisions are guided by our historical rescheduling patterns and each client’s scheduling preferences.
Guidelines:
-
If a Winter Storm Warning or Advisory is issued and EGR/GRPS schools are closed for more than half of our workday (9:00 AM–4:30 PM), we will close for the day.
-
If a Winter Storm Warning or Advisory affects less than half of the workday, we may implement a delayed start or early closure. Appointments scheduled during the affected time will be rescheduled when possible.
-
We will always close if ice accumulation is predicted.
Cancellation or reschedule fees will not apply on days when schools are closed.
If you have an urgent need for home cleaning during severe weather, please reach out and we’ll explore any available scheduling options.
Holidays
At Home Cleaning Co. is closed on many National Holidays. If your appointment falls on a National Holiday, we will attempt reschedule your appointment. During the week before and during Thanksgiving and Christmas, we take special requests for cleaning, which clients are asked to make 1 month prior to the holiday date.
Our office is closed on the following days:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day and Black Friday
Christmas Eve and Christmas Day
Staff Out
If your regular team is out for the day, we will do our best to substitute another team so that we may keep your regular appointment. If a substitute is not available, we will ask to reschedule your appointment within 5 business days.
Illness
We do not want to put ourselves at risk of contracting a cold or flu virus due to exposure in clients’ homes. If someone in your home is ill with a fever, severe cold, and/or especially vomiting/diarrhea, we respectfully request that you inform us at your earliest convenience so that we may reschedule services for after your family is no longer contagious.
Admin Check Request
If you would like to request that an administrator visit your home after a cleaning to make sure that all tasks are completed to our Standards, please send us an email with 48 hours’ notice. These checks may be warranted if certain items are not taken care of to your expectations after submitting feedback. The administrator (usually Andrea), will stop by while the team is finishing up to check everything over and take any photos for our private notes if necessary. As always, we want to meet (or exceed!) your expectations during each visit.
Our Systems, Tools, and Scope of Services
Natural Cleaning Products
We use tried-and-true, soap-based, Eco-friendly cleaners that are simply excellent. These products are natural (and pet, kid, and nose friendly). We add lemongrass essential oil for a fresh, aroma-therapeutic scent. We bring all of our own supplies to complete each cleaning. However, if you have a special product that you would like us to use, we are happy to do so, so long as it is naturally derived.
Any specialty cleaning solutions used on marble and other porous stones will need to be requested in writing prior to your first service date.
Our Tools
We have our cleaning systems down to a science. We have top-of-the-line specialty vacuums, towels, and mops. Our towels, mop heads, and shoe covers are fresh for each home. At this time, we are unable to honor requests to modify our tools (i.e. not use our caddy or towels) or use our clients vacuums or mops, as it disrupts our processes and routines.
Cleaning Tasks Included in Services + Extras
Our weekly, BiWeekly, and Monthly services include the items outlined one our Checklist. The goal of our regularly scheduled cleaning appointments is to maintain a home’s freshness and cleanliness. We will be happy to perform any additional services outlined in our “Extras” list with 48 hours prior notice. View our Extra Services here.
Blinds
We always have our eye out for dust on blinds, but if they are past the point of dry-dusting, we can set aside extra time to damp-wipe them. This is considered an extra service, which will incur an extra charge based by project.
Trashes
We’re happy to make your life easier by taking out the trash! Please make sure that all trash items are in the bag, and that the bag can be easily removed from the container. This request applies specifically to bathrooms and kitchens. We can take out diaper bags (even Diaper Genies!), but please make sure the bags is not so stuffed that it is a challenge to remove.
Duvets and Linens
If you have linen changing service added to your appointments, please make sure a fresh sheet set is placed near each bed to be changed.
Our current pricing for linen changing is:
Crib, twin, full beds- $5
Queen, king beds- $10
Duvets- $10
Prior to our Arrival
Walkway Safety
Please ensure that the walkway our team will use to enter your home is shoveled and salted (when applicable). Our staff carries approximately 40 pounds of equipment into each home, and clear access is essential for their safety.
Please let us know if driveway parking is available on your cleaning day, as this greatly improves our load-in and load-out.
During Our Visit
Distractions
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive conversation (beyond cleaning instructions and light conversation) prevents us from being 100% focused. Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over caddies, vacuum cords, etc.).
We understand the desire to make sure that cleaning is completed to your expectations. However, please give our team space to do their best work. Having a homeowner closely supervise the cleaning process can be distracting and increase the likelihood of mistakes. We appreciate you keeping your distance while our team cleans.
Pets
For most of us, meeting your friendly pet is the highlight of our work day! However, if your pet is uneasy around our vacuums/tools, or is better crated or away from the home, we ask that you ensure precautions are taken to keep our staff safe and able to move about your home freely.
Injuries in Your Home
All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you. If our staff is injured at your home due to neglect or a safety hazard, our insurance company will work with your homeowner's insurance to rectify the issue.
Fire Arms
For our protection and yours, we ask that any and all firearms be securely stored and locked away prior to our arrival. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
Health, Safety, and Pest Policy
To protect our staff and clients from cross-contamination or health risks, we cannot enter or clean homes with current or recent issues involving pests, parasites, or other hazards. This includes, but is not limited to, lice, fleas, bed bugs, roaches, ants, termites, mice, and any other infestation — whether the pests are alive or dead.
If such a situation exists or has occurred recently, you must inform us before your scheduled appointment so we can postpone service until the issue is fully resolved.
Our team is not equipped to clean up pest problems, even after treatment. We reserve the right to stop service and leave the premises if any such issues are discovered upon arrival.
Damages
If we are responsible for damages to your home or items in your home, we will send a message and leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for preexisting damages or ill repair, including, but not limited to: Scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner. If normal cleaning activities (dusting, wiping, vacuuming) result in breakage, we will consider the item to have been insufficiently secured prior to our arrival. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by homeowner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used. Any specialty cleaning solutions used on marble and other porous stones will need to be requested in writing prior to your first service date.
Client Privacy
Your privacy is very important to us. Confidential Information includes but is not limited to: client names and contact information, addresses, alarm or door codes, any other details about clients’ properties or their contents. We will never share client information for any reason other than internal business dealings. Although we may take photos of your home for documentation, the photos will never be shared outside of At Home Cleaning Co. without explicit permission.
Employee Non-Solicitation
By entering into an agreement for services with At Home Cleaning Co., you agree not to solicit or hire any staff member introduced to you through our company during the course of our service relationship.
Personal Data and SMS Messaging
At Home Cleaning Co. may disclose Personal Data and other information as follows:
-
Third Parties that Help Provide the Messaging Service: We will not share your opt-in to an SMS short code campaign with a third party for purposes unrelated to supporting you in connection with that campaign. We may share your Personal Data with third parties that help us provide the messaging service, including, but not limited to, platform providers, phone companies, and other vendors who assist us in the delivery of text messages.
-
Additional Disclosures: Affiliates: We may disclose the Personal Data to our affiliates or subsidiaries; however, if we do so, their use and disclosure of your Personal Data will be subject to this Policy. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
At Will Services
We believe that kind, respectful, and clear communication builds healthy working relationships. We hold ourselves to the highest standards of character and integrity, and expect the same from our clients. We will discontinue services in the event that our team is made uncomfortable and/or treated with disrespect. If you find that our cleaning, despite our continued efforts, is unsatisfactory, we will discontinue services with the understanding that we are not a good fit. We maintain the right to discontinue services at any time and for any reason.