Expanded Safety Procedures
Personal Protection Gear, for your Safety and Ours
All At Home GR Staff will be provided with face masks, disinfectant and gloves. Fresh shoe covers, microfiber towels, and mop heads will be used for each home. Clients may request that masks be worn inside their homes.
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 5 days and take a COVID test.
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 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, 10 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. Our team will also wear a face mask.
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.
General Procedures and Policies
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 are always helpful for assessment and training purposes.
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 needed, priced per labor hour. If we enter your home and find that it 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.
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
We thrive on feedback. It is our goal to meet (or exceed!) your expectations. Each client will received a short feedback form after each cleaning appointment. Please utilize this tool to help[ us make the most of our time at your home.
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.
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 plan to arrive any earlier or later than 15 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.)
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 rescheduling 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 within 24 hours of a scheduled appointment and there is not a re-scheduled cleaning date, the next cleaning will have a 25% fee to cover any additional cleaning needed as well as our administrative time to change the schedule last-minute. We will offer one grace cancellation (without a fee) upon request.
If we arrive for a schedule appointment and are turned away or locked out, we will add $25 to your next appointment date to cover travel, staff pay, and administrative efforts.
If a Winter Storm Warning is issued or Grand Rapids Public Schools closes, 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).
At Home Cleaning Co. is closed on all National Holidays and may ask to re-schedule appointments when East Grand Rapids Schools are closed.
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 holidays.
Our office is closed and there will be no cleanings scheduled on the following days:
New Year's Day
Thanksgiving Day and Black Friday
Christmas Eve and Christmas Day
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.
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-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.
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.).
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.
Injuries in Your Home All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you.
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.
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 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. 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.
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
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. To protect our team and our sanity, we will only work with clients that treat us with respect and courtesy. We maintain the right to discontinue services at any time and for any reason.