We Love Feedback!

We will send a 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 on services that have been provided, we will return and re-clean any areas of concern that are reported to us within 48 hrs of our cleaning. Photos of each area are requested for our notes and 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 adequately prepared for our services

​

​

Payments & Pricing

 

First and One-time Clean Pricing

​For First Deep Cleans, One Time Cleans, or Move Cleans, we reserve the right to add a Contingency cost for extra time needed, priced per labor hour. This contingency will appear on the initial estimate we provide, outlining a maximum extra cost we may charge. If we enter your home and find that it will require more work than our contingency will cover, we will contact you to discuss allotted time/hours or to increase cost according to the amount of work required to clean to our standards.

​

Payment Options

We will send an invoice to your e-mail 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 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.)

 

Cancellation & Reschedule Policy

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.

​

Adjustments to one appointment do not affect ongoing scheduled appointments unless requested.

 

Grace Cancellations

We understand that life happens! To allow for unexpected changes or illness, we offer a limited number of grace cancellations each year:

• Weekly clients – 3 grace cancellations per year

• Bi-weekly 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: 25% of the scheduled service

• 12 hours or less: 50% of the scheduled service

• Locked out or turned away without notice: 100% of the service fee

 

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 scheduled service

• 12 hours or less: 20% of the scheduled service

 

We reserve the right to enforce these policies at our discretion, based on the circumstances and history of each client relationship.

​

If we ever need to cancel or reschedule within a 24-hour window, we’ll automatically add a grace cancellation or reschedule to your file.

​

Inclement Weather

If a Winter Storm Warning is issued or East Grand Rapids Public Schools close, we may ask to skip or re-schedule your cleaning appointment. In the event we ask to cancel/re-schedule, our cancellation fee will not apply and we will add a grace cancellation/reschedule to your account.

If we remain open during school closures, clients who cancel will still use one of their allotted grace cancellations. Once those are used, regular cancellation fees apply regardless of the reason.

​

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 e-mail 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 request 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, Bi-Weekly, 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

​

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 "hover" is anxiety-inducing! 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, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. 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.

 

Insects and Pests

Insect/pest infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, mice, etc. is encountered, we will not be able to clean for you until the problem has been rectified. We are unequipped to clean up any pest problems, even if the pests are not longer alive. We will leave you a note or call you regarding any issues encountered during your appointment.

 

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 (dusting, wiping, vacuuming) causes breakage, we will conclude that the item was not secured properly before our arrival. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
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-Compete


When entering into an agreement for services with At Home Cleaning Co., you agree not to solicit or hire any staff member introduced to you by the company.

​

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.