FAQ

The Ins And Outs of How We Do Business

Frequently asked questions

What areas do you service?


DoveHorn Cleaning serves Metro Atlanta, City of South Fulton, South Cobb, Clayton, and Fayette counties. Please call for other service areas (an additional travel fee may apply).




When do you clean?


Our hours are Monday thru Friday 8:00 a.m. to 5:00 p.m. Although we do not normally work on Saturdays, we can occasionally arrange to do so for one-time cleaning at a slightly higher rate. Same day services can sometimes be arranged, please call for availability.




Do I have to be home when you clean?


No, you do not have to be home. We understand that you may prefer to get to know us prior to allowing us to work on our own. We cannot however assume liability for injury to anyone in the home other than our own employees; therefore, we respectfully request that you avoid our working area and do not walk on wet floors.




How do you handle keys/access codes that are given to you to retain?


If you choose to provide us with keys, remotes, and/or access codes to your home; you can rest assured that we take the utmost care in protecting both your key, information, and your home. Keys and remotes are numbered and never have names or addresses attached to them. They are only issued the day of your cleaning and are checked back in to be deposited into our safe daily. We encourage clients to create, where applicable, access codes specific to DoveHorn Cleaning for identification and security purposes. Note that we are fully licensed and insured with all employees background checked.




Do you bring supplies and equipment? What if I want to use specific cleaners?


DoveHorn Cleaning provides all equipment and supplies. For the safety of our staff, we prefer to use our own cleaners. If you have specific products that you prefer, please notify the office at the time of scheduling, and we can supply for an additional fee. Cleaners provided by the client must be supplied in their original container with the original labeling intact and legible for safety reasons. We are unable to use bleach for insurance purposes.




Are your cleaning supplies and equipment sanitary?


Yes, all cleaning supplies and equipment used to clean your home are new or sanitized.




Will my home have a harsh chemical smell after cleaning?


No, DoveHorn Cleaning does not use bleach or products with a harsh chemical smell. We use products with a low odor (while still effectively cleaning and sanitizing) that will leave your home smelling clean and fresh.




Do you clean under furniture?


We do everything we can to provide as thorough a cleaning as possible. For safety reasons and to protect your belongings, our staff members are not permitted to move objects weighing more than 20 pounds.




How many people come to clean my home?


Depending on the home, we can work individually or in teams of 2. If a larger team is needed, you will be notified at the time of scheduling.




Are you insured?


DoveHorn Cleaning is a fully licensed and insured company.




What if something is damaged while my home is being cleaned?


Please keep in mind that accidents do happen, although very rare. Normal wear and tear takes place regardless of who is providing service, and certain objects are more prone to accidental damage than others (of which, we will do our best to disclose during our initial walkthrough). DoveHorn Cleaning makes every attempt to treat your home with the utmost care and caution. If we break something, we will the item and notify you immediately. If you believe that a staff member has caused damage to your home or objects within it, please notify us within 24 hours of the service. We will repair, replace, or provide reasonable compensation for damages incurred outside of those expected during routine cleaning. Please note - if you have items that are of extreme value, either sentimental or monetary - we would prefer not to clean these items. We cannot be responsible for items that are previously broken or damaged prior to our cleaning or are not fastened/secured in a proper way.




What about my valuables?


Please inform us of any valuable or irreplaceable items prior to service so that we can plan with you on how to deal with those items.




Do I have to do anything before you come to clean my home?


It is advantageous to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning. If we spend time picking items up and putting them in their place prior to cleaning, you may be billed for the extra time needed to do so. If a room is not ready to be cleaning, please notify our staff by leaving a note and close the door to that room, if possible.




Do you guarantee your work?


Our goal is to satisfy. If you contact us with your concerns within 24 hours of our cleaning, we will return at our expense to address the problem. We do not offer refunds.




How do I pay for my services?


Payment is expected at the time services are rendered. Accepted payment forms are Cash, Check, and Credit/Debit cards. There is a $35 additional fee for any returned checks and DoveHorn Cleaning reserves the right to refuse future payments by check. Credit and debit cards will be charged an additional 3% processing fee per transaction.




I have pets, what do I do with them when the cleaner is present?


DoveHorn Cleaning is of a firm belief that family pets are just like children. We enjoy working with them. It is best to have pets kept out of the working area so that we may focus on providing the highest quality of service.




What about kids?


DoveHorn Cleaning loves the kids but for their safety, children must be supervised by an adult and kept out of the work area if they are home during service.




What if I do not need my whole home cleaned?


DoveHorn Cleaning will work with you to customize your cleanings to your needs. We have customers who have their whole home cleaned on a bi-weekly basis then have us come for just the bathrooms and kitchen on the opposite weeks. Tell us your needs and we will find a way to work them out for you. Please note that we have a $80 minimum.




If there is a problem, who do I call?


Your satisfaction is our priority. If there is a problem with your service requiring immediate attention, please call owner at 404-424-9749. For less urgent issues, you may also email us at dovehorncleaning@gmail.com for a reply within one business day.





POLICIES

Payments Accepted

Payment is expected at the time services are rendered.  We accept cash, checks, and credit/debit cards.  There is an additional 3% processing fee per credit/debit transaction.

Cancellation Policy

We ask for a minimum 24-hour notice of any schedule changes.  Please be courteous and call.   Without a 24-hour notice, you will be charged a $30 cancellation fee payable at the next scheduled cleaning.  An additional $10 will be charged for cancellations or no-shows happening at your door to cover our travel time.

Satisfaction Guarantee

Our goal is to provide high quality service that makes our clients happy and their lives easier.  Your satisfaction is our priority.  We do not offer refunds on services that have been rendered.  We will, however, return and re-clean for any problems reported within 24 hours of cleaning.