Our Policies

Expanded Safety Procedures

Updated 12-2-2020

Personal Protection Gear, for your Safety and Ours

All At Home GR Staff will be required to wear a faces mask over nose and mouth while inside a client’s home. Fresh shoe covers, microfiber towels, and mop heads will be used for each home.

Staff Health

All staff members will be required to be in good health to work.

Following CDC guidelines, any staff member who has been in direct contact (6 feet for 15+ minutes in 1 day) to someone with a positive COVID test will quarantine for 14 days.

Client Health

If you have or suspect that any household member has been exposed to COVID, we ask that you cancel/postpone your appointment until the exposed household member receives a negative COVID test result or exceeds the minimum period of quarantine as outline by the CDC.

If a household member tests positive for COVID, we will postpone your services for, at minimum, 14 days or until all household members receive a negative COVID test result.

We also ask that, if any household member has a fever or flu-like symptoms, you postpone services for at least a week or until symptoms have been clear for 48 hours.

We will work with you to ensure we are safe and also flexible with scheduling to the greatest extent possible.


We will take precautions to stay at least 6 feet away from clients while in their homes.

We would prefer if all members of the household leave the home for the duration of our appointment. However, we understand that leaving may be difficult.

If you must remain at home, we ask that allow our team uninterrupted access to at least 3 rooms at a time.

If you do need to come into contact or speak with our staff, we ask that you wear a mask while doing so.

We understand that these precautions are not convenient, but we must protect ourselves as much as possible, If we become sick, we will not be able to serve any clients!


We take disinfecting very seriously. This includes areas in your home as well as our tools.

 We use our 70% isopropyl alcohol disinfecting spray on door knobs, bathrooms, and kitchen countertops, provided the material is not susceptible to damage.
Between appointments, we will sanitize our tools, including our brushes, vacuum, and mop.



Our Staff

Our staff will be provided with a detailed outline of our procedures, including our office and reporting procedures. All staff have signed a detailed COVID Policy Agreement. This outline is a guide and is not exhaustive.



General Procedures and Policies


Satisfaction Guaranteed

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.

First Clean Pricing

For First Deep Cleans, One Time Cleans, or Move Cleans, we reserve the right to add a Contingency cost for extra time up to 25% of your estimated fee. If we enter your home and find that your home will require significantly more work than we initially expected, 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 accept credit card payment through our Jobber portal or cash. As of January 2019, personal checks will not be accepted.

Client Feedback and Quality Assurance

In order to provide the Highest Quality Services possible, we will be completing regular check-ins via e-mail every 2 months. In addition, a member of our Leadership team will be completing random “Pop-ins” (we call them Mary Poppins) during your appointments to check on staff and cleaning quality. If you have any feedback we should be aware of, please do not hesitate to write us at athomegrllc@gmail.com or call Andrea. The more we know, the better we become.

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.

Arrival Time

Our hours of operation are from 9:30am-4:00pm. 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.

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.)

Natural Cleaning Products

We use highly-rated, 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-threapeutic 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.

Cleaning Tasks Included in Services + Extras

Our weekly, bi-weekly, and monthly services include the items outlined in our Service Agreement. 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.


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.


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 chatting (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.).


Employee Non-Compete

When entering into an agreement for services with At Home GR, you agree not to solicit or hire any staff member introduced to you by At Home GR. Please see our Non-Compete Policy on your Service Agreement.

Injuries in Your Home

All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you.

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.

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not be able to clean for you until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.


We kindly ask for a 48 hours notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment however that will be subject to availability.


Once you’ve made an appointment with At Home GR, we have designated the appointment time exclusively for you. If you cancel less than twenty-four (24) hours from your appointment time, or we are locked out/turned away, you will be charged 50% (half) the amount of your agreed rate for the cancelled appointment, with one grace cancellation given. This charge will be added to your next appointment invoice. We will also add extra time to the next appointment to re-set your home after the extended time between appointments.

Cancellations due to COVID/quarantine will not incur a fee.

Inclement Weather
If a Winter Storm Warning is issued, 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.

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.

Alternately, if one of our staff members becomes ill, we will do our very best to find a substitute cleaner for the day (or, at the latest, during the following 5 business days).

We are committed to preventing exposure to viruses to our clients.
To prevent the spread of viruses we will:
-Use hand sanitizer after each home
-Wear gloves while cleaning bathrooms
-Use new mop heads/cloths/Swiffer dusters in each home


At Home GR is closed on all National Holidays and may ask to re-schedule appointments when Grand Rapids Public Schools are closed.

If your appointment falls on a National Holiday, we will reschedule your appointment at your convenience.  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 holidays.

Our office is closed and there will be no cleanings scheduled 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.

If we are responsible for damages to your home or items in your home, we will 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 pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). 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 GR without explicit permission.


At Will Services

At Home GR, LLC reserves the right to discontinue services at any time.