HOMETOWN CLEANING®
Frequently Asked Questions...
Listed below are just a few of the frequently asked questions or concerns that may come up during your time as a client with us. If there are any additional questions, please contact our Customer Care Team at (866)500-4625 during our normal business hours and a member of our staff will be happy to assist you.
Section 1.1 How do you price cleaning jobs?
The rate is calculated via individual estimates, with a 2 hr minimum requirement for any cleaning appointment. If a client is weekly or bi-weekly, we will work out a flat rate based on the average cleaning time.
Prices include all products & equipment, including eco-friendly supplies EXCEPT bathroom sponges and toilet scrubbers. For sanitary reasons, we don't transport these from house to house. If you'd like to purchase a sponge or scrubber from Hometown Cleaning, please let us know.
Commercial jobs require multiple cleaners and are priced on location. Our commercial rates are competitive. Please fill out an estimate form or inquire for details.
Section 1.2 What is your cancellation policy?
A $50.00 fee is applied to any residential cleaning cancelled within less than 24 hrs of the start time, or if you forget to leave a key or proper entrance instructions. When there is a last minute cancellation or a missed appointment, we still have to pay the employees for the preparation and the drive to the house. We also lose the ability to book another appointment in that time slot, which naturally is detrimental to our business. Furthermore, our clean team will wait up to fifteen (15) minutes if you are running late and have informed our office. Any additional waiting time, you request, will result in a late fee of $15 per 15 minutes. If you accept a cleaning with our company, you are agreeing to these terms.
Information regarding Commercial Clients cancellation policies, may be found on contract.
Section 1.3 Why choose Hometown Cleaning?
We are proud of our safe, sustainable approach, the relationship we have with our employees, and our emphasis on client satisfaction. Our employees are fully trained and knowledgeable, before they are sent out to their first cleaning assignment.
Section 1.4 How does Hometown Cleaning accept payment(s)?
We accept cash, money orders, cashier's checks, PayPal and all major credit cards. We also provide a safe, secure and convenient online payment option.
To pay online, CLICK HERE. If a client has an outstanding invoice, we will not perform regularly scheduled cleanings unless prior arrangements have been made.
Section 1.5 How far in advance should I book an appointment?
You can check for openings at any time, however in order to make sure your desired time slot is available, we recommend a minimum of 3 days notice. To schedule online, please visit BOOK AN APPOINTMENT.
Section 1.6 Do you charge late fees?
Payment is due upon completion of services. We offer a variety of convenient payment options for every client, such as: Cash, Cashier's Check, Money Order, Major Credit/Debit Cards & PayPal. In the event that your payment is late, we will charge a late fee of $15. We offer a (3) three day grace period for our military clients only. Once the (3) three day grace period has ended, the late fee will be accessed.
Section 1.7 What if I'm unsatisfied with the cleaning?
If you are unsatisfied with the cleaning you've received, we will investigate and if error is found on our part, we will re-clean that particular area, AT NO CHARGE! Please note however, that re-cleans will only be performed if you have notified Hometown Cleaning within 2 days of your appointment. We cannot do free re-cleans three or more days after the cleaning.
Section 1.8 Are your products as effective as conventional cleaners?
Yes. We've have done the research to find the hardest-working cleaning solutions on the market. Please note - if you are a school or health care facility, we can supply germ and bacterial testing results for our commercial cleaners.
Section 1.9 What type of cleaning products do your staff use?
You choose! We offer eco-friendly and natural products, as well as other traditional cleaning products. Please let a member of our staff know, at the time of your estimate appointment.
Section 2.0 Will you always send the same Cleaner to clean my house/office?
The only exception is if the you change the regularly scheduled day and time (but even then we will try our best to reschedule with the same person) or if the Cleaner is sick or on vacation. There is no guarantee but, we will notify you in advance in either of these situations.
Section 2.1 What type of training does your staff receive?
Hometown Cleaning Service is a certified company and all of our Cleaning Aides receive certified trainings and undergo safety training classes regularly.
Section 2.2 What happens if a Cleaner breaks or damages something?
Not to worry! This very rarely happens, but in the case of an accident, we are fully insured and bonded and any personal item that is broken or damaged will be replaced or compensated for.
Section 2.3 Refer-A-Friend Program
Here's a great way to earn extra cash! Every time you refer someone to our company and they book a cleaning with us, you will earn $25. *Some restrictions apply. Your referred friend MUST book and complete a scheduled cleaning in order for you to receive your $25. You may refer as many friends you'd like, there is no limit on how many individual friends you can refer. However, you may not refer the same friend more than once in a calendar month.
To start earning your $25 today... Click Here to Refer-A-Friend!
Section 2.4 Do I need to provide Hometown Cleaning Service with any supplies?
Yes, just a few. For sanitary reasons we request that each client provides a broom, mop, toilet brush, and sponge for the bathroom. Additionally, this is your choice. We do sanitize our mops and brooms after each cleaning. We offer these items for sale at a very low cost if necessary. Please leave items in plain view for the cleaners.
Section 2.5 Does someone have to be present at the home/office to let the Cleaning Aide in, and if so, do I have to stay at home while they are working?
This is totally up to you, although most of our clients are not present while the work is being performed. Instead they choose to give us keys, a passcode, or organize for a neighbor to let us in. We recommend you be there for the first cleaning so you can check over the work, but this is not required.
Note: If you choose hire our company for cleaning(s), you are agreeing to the terms listed above. You (the Client) have the permission to print a copy of our FAQs, during your time as a client with us. This policy is subject to change or is updated without notice.
