Customer Guidelines
Thank you for choosing Clean as a Mother ATL! Below are some suggestions and guidelines to make sure you get the most out of your cleaning while providing a safe environment for our cleaners to work. We always set clear expectations so that we can continue to make your home sparkle for years to come! Please review before your first cleaning and let us know if you have any questions!
How to prepare for your cleaning:
We are thrilled to come clean for you and want to be able to leave your house sparkling clean. In order for us to be able to provide the highest quality cleaning possible, we would suggest putting away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, dirty clothes, clutter etc. In addition, make sure anything of a sensitive nature is put away.
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Clutter:
When we estimate the time and cost for cleaning, we don't account for excessive clutter. So, in order to stay on time and within your estimate, we will skip over or clean around clutter on surfaces & floors. We define excessive clutter as any surface or area with more than 10 items. Examples of clutter are more than 10 toys on a child's bedroom floor, more than 10 items on a nightstand or dresser, or more than 10 pairs of shoes on the floor in an entryway. We don't mind cleaning around the clutter, but we like to let you know our clutter policy so you can get the most out of your cleaning.
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Dishes & Bedding:
We will load the dishwasher with any dishes left in the sink. We do not unload/put away dishes automatically. If there is no room in the dishwasher and no direction given, the dirty dishes will be left in the sink after it has been cleaned.
Sheet changes are $10 per bed. Please leave fresh linens out for us if you would like them changed. We will automatically make any beds left unmade, unless otherwise directed. Let us know if you do not want us to touch the beds.
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Technology:
We utilize technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder text two days before your cleaning. Just fyi, the automated text messages are only one way, so if you need to get in contact, please call or text 770-757-7994. You do have the option to opt out of the automated texts if you wish. You will also receive an automated text after every cleaning asking to review your cleaning(optional).
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BIOHAZARD:
Our cleaning technicians’ safety and health is of the utmost importance to us, so we ask for you to let us know if there are any potential biohazard situations. These can include mold or bug infestations of any kind. We do not clean urination, vomit, or feces.
Safety, Accessibility, & OSHA Requirements:
Our number one concern is for the safety of our clients and our cleaning technicians. Clean as a Mother ATL is insured and cannot perform any cleaning higher than a two step stool. In order to prevent damage and remain safe, we will not move any heavy or large furniture in order to clean behind them. We will clean accessible areas underneath/behind furniture(anywhere our vacuum hose will fit). We will not remove items from under the bed to clean.
There will be a $150 broken glass fee if there is broken glass present and not disclosed to us ahead of time. This poses a very high risk of injury to our cleaners and we ask that you let us know anytime there is broken glass present in any area of the home.
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All properties serviced will need to maintain an internal temperature of no greater than 78 degrees. This is an OSHA requirement. If homes or spaces are not equipped with a thermostat that this can be achieved, we reserve the right to exit the job, without refund, at any time. We do not provide service to homes that do not have access to water, heating and cooling control, or electricity.
If for any reason a cleaning tech feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.
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Time of service:
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 AM and 5 PM. and will strive to be at your home within a two hour window of the estimated time given to you.
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Entry to your home–We offer 3 entry options to choose from:
1. You may opt to be home to allow access to the home the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged the full cost of the scheduled service.
2. You may provide us with a key, garage door opener or code to gain access to the home. Keys will be placed in a secure safe at Clean as a Mother ATL’s office. The cleaner or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost.
3. You may purchase a lock box to place a key inside and provide us with the pass code.
NOTE: In the event the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Clean as a Mother ATL will not be held liable for any damages or theft to the client’s home.
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Schedule changes, cancellation of service:
At some point, for one reason or another, one of us will need to reschedule, skip, or cancel a cleaning. We only ask that everyone is respectful of one another’s time. We will make every effort to give a (48) hour notice and we ask that you do the same. If someone is sick, this may not be possible and we completely understand the occasional cancellation without proper notice. However, repeated cancellations with less than 48 hour notice may be charged 50% of the cleaning that will go directly to the cleaner for their missed work opportunity. If we arrive at your home and are locked out or turned away for any reason, the full cost of the scheduled service will apply. Thank you for your understanding :)
Payment:
Payment is due within 48 hours of service. We will send an invoice if you choose to pay with a card. Otherwise you may Venmo: @cleanmama
Any late payments will be charged a late fee of $5 per day past the due date.
Tipping the cleaning techs is never expected or required but always appreciated. 100% of the tips get passed on directly to the cleaner or split evenly if multiple cleaners.
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Price increases:
Clients are given 30 days advance notice of any price increases.
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Quality Control:
We need your feedback! We'll send follow up texts/emails to give you an opportunity to let us know how we're doing. You are not required to respond but we highly encourage you to reach out if there's any way we can improve your service. Even the smallest things matter to us, so don't hesitate if you want to share your thoughts. Please expect random quality checks to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service! All quality checks take place during the final phase of cleaning.
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Pets:
We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put any aggressive or skittish pets in a secure area of the home. Our cleaning technicians cannot clean animal feces of any kind.
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Breakage:
We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each space they attend, but we are human. Once reported to the office, we will contact you to discuss a fair and quick resolution. If something happens to break during our routine service, we’ll do our best to repair or replace the item. Our residential housekeepers are fully insured, so claims can be filed when appropriate. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we don't repair or replace existing damage or improperly installed items. We will not assume liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, items leaning against a wall, etc.
Damage:
Client should point out any damage to surfaces before service begins. Our Cleaning Technicians are trained to survey a home when they arrive and note/record any damage prior to starting cleaning.
In areas of the home with extreme clutter, we will skip those areas in order to avoid damaging items or injuring the cleaning techs.
Our guarantee:
We want you to be absolutely delighted with the cleaning service! Report any concerns to us at (770) 757-7994 or cleanasamotheratl@gmail.com within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.