FREQUENTLY ASKED QUESTIONS
REQUESTING MY CLEANER
Who will be my cleaner? Will it be the same person each time?
You can view the profiles of potentially available cleaners and request whoever you'd like to become your new cleaner. Depending on your location and timing preferences, different cleaners may be available. As long as you both wish to continue working together, the cleaner who accepts your request will be your regular cleaner.
Every cleaner has been interviewed twice, cleaning tested, background checked, ID verified, reference checked, and oriented.
All cleaners are independent, self-employed cleaners contracted by you and their other customers via the HurraHome website. You're always in a direct relationship with your cleaner (but we're here to help if needed).
Can I pick the cleaner I want?
Based on your location and timing preferences you'll receive a list of potential cleaners that you can request.
To increase the likelihood of a cleaner accepting your request, we recommend that you send your request to as many cleaners as possible. However, if there are any cleaners you do not wish to work with, you can "remove" them from your list.
When you send your request to your list of potential cleaners, the first to accept will be your new cleaner.
How many cleaners come to my home?
It's our goal to help create and support great long-term cleaning relationships between individual cleaners and their customers. Unfortunately, we're unable to support teams of cleaners.
If your home is too large for a single cleaner, please contact us to help you find a cleaner who could come to your home more than once per week.
Why can my cleaner only come weekly or bi-weekly? Why not monthly?
All of the cleaners we support are looking for stable and regular weekly or bi-weekly customers. Irregularly scheduled appointments (every 3/4/5 weeks) actually block their ability to accept consistent work.
One-time requests can be made as-needed, as cleaners are available. However, there's no guarantee that a preferred cleaner can be available when you request.
Why is 2.5-hrs the minimum cleaning duration?
For most cleaners, the travel time to/from a household just isn't worth it to them for less than a 3-hr cleaning. However, for some apartments or condos 2.5-hrs is more than enough time.
While there's still no guarantee a cleaner will accept a request for 2.5-hrs, our experience has been that 2-hrs requests are almost never accepted.
How long will my cleaner need to clean my home?
Your home and needs are unique. Depending on many factors, the time your cleaner needs can vary (e.g., size of home, number of rooms, current state, required detail, extra tasks, etc.).
Use our estimation tool when making your request to help you estimate how long your cleaner will need.
Once your cleaner has seen your home you can discuss the tasks and agree on what can be completed in the time that you approve. You can adjust the timing up or down with your cleaner before, during or after your cleaning and you only pay for the time you approve.
Why can't I request my cleaner for today/tomorrow?
When you request an independent cleaner through HurraHome, your request will be sent directly to the cleaners you choose. It is then up to them to individually choose to accept or decline your request. Since this process can sometimes take some time, to be fair to both your cleaner and you, requests can only be made more than three days in advance.
Once your cleaning relationship is accepted and setup with your cleaner, you can then both agree to schedule new appointments at any time (e.g., this afternoon, tomorrow, etc.).
WORKING WITH MY CLEANER
What will my cleaner do? Not do?
Your cleaner will provide standard cleaning services for the duration you request. Depending on the current level of cleanliness, how much detail work you need, and any extra tasks you'd like, it might take more or less time.
Your cleaner is best suited for regular maintenance cleanings; a little extra elbow grease should be okay, but if deep scrubbing with strong chemicals is required, it's best to have heavy-duty cleaning professionals prepare your home first.
Ultimately, it's up to you and your cleaner how you work together. If you would like your cleaner to stay a bit longer or help with other tasks and s/he is okay with it, no problem! Simply change the duration of the appointment in your account.
What products/equipment do I need to provide?
If you choose to provide all cleaning products, you will need to provide at least an all-purpose cleaner, furniture polish, glass cleaner, limescale remover, floor cleaner, and microfibre cloths.
You may also choose to pay your cleaner an additional fee to have him/her provide their own cleaning products.
Regardless of who is providing the cleaning products, you must provide a mop, bucket, broom, dustpan, and vacuum as-needed for the surfaces in your home. If you do not have that equipment, your cleaner may not be able to clean your home to your level of satisfaction - or at all!
What if I don't like my cleaner? Wrong fit?
No problem! If your cleaner isn't right for your home, we'll introduce you to another cleaner. There are no fees or switching costs; we just want to help you find the right fit for your home. We hope the first cleaner is a good match, but sometimes we need to suggest a second.
We aim to establish and support great long-term relationships between you and your cleaner. If you have a problem, please let us know immediately so we can help your cleaner and you address it before your relationship is at risk.
How do I reschedule or cancel?
You can cancel or reschedule anytime. Just contact your cleaner to discuss and then either of you can make the update(s) in your accounts.
Note, if you request a change within 24-hours of your next appointment, your cleaner may choose to charge you a change/cancellation fee.
Any weekly or bi-weekly request cancelled after only one cleaning will be retroactively charged your cleaner's one-time cleaning rate of $29/hr.
Why can't I pause my cleanings?
Since you're in a direct relationship with your cleaner, it's really up to them if they would like to hold your day/time while you're away or "on pause".
However, while most cleaners will likely be okay to skip one or two appointments, most can't afford not to get paid and will likely need to accept a new customer during your timeslot.
Upon your return, we'll be happy to see if you can recommence your relationship with your cleaner. If not, we'll be equally happy to help you find a new regular cleaner.
How will my cleaner get into my home?
Depending on your home and preferences, there are a variety of ways your cleaner can get into your home. The most common is that someone will be home and able to let your cleaner in. However, many households leave a key with the concierge, locked in a lockbox, or hidden on the property. Some households also choose to give their cleaner a key or leave their door unlocked.
If you choose to give your cleaner a key and later need it back, please contact your cleaner directly. We can, of course, remind your cleaner to return your key, but we cannot be responsible for any aspect of its storage or exchange.
Do I need to be home for the cleaning?
It's entirely up to you whether you're comfortable being home or out while your cleaner is working in your home. Most households prefer to meet and show their cleaner around for the first appointment, but it is not required.
Generally we've found that cleaners tend to make their customers happier if they're able to receive in-person direction/clarification from their customers on their first appointment. However, as long as you're available to your cleaner by text/call if something comes up, everything should work out well.
How do I prepare for my first cleaning?
Prior to your first cleaning, we highly encourage you to have a call with your cleaner. Help your cleaner develop a bit of a "game plan" prior to arriving at your home by sharing your priorities and preferences. That way s/he'll be able to get to work more quickly and better understand what matters most to you.
We've also found that if you have specific instructions for how specific cleaning products should be used and where, or if you have any items in your home that require specific care and/or should not be touched, it's best to discuss that directly with your cleaner.
PAYING MY CLEANER
How much will my cleaner charge me?
Your cleaner will charge you his/her hourly rate for the time that you approved them to work. If you had requested that your cleaner also provide cleaning products, your cleaner will also charge you their addition cleaning products fee.
Your cleaner's charges are inclusive of all applicable taxes. So for example, if your cleaner's rate is $20/hr and you've approved her for 3-hrs, then she will charge your credit card a grand total of $60 per cleaning.
How do I pay my cleaner?
Three days after each cleaning appointment, your cleaner will charge the credit card you have setup in our system. As long as your card is still valid, you will not need to take any actions; payment is seamless!
At this time, our system can only accept Visa and MasterCard credit cards. Visa Debit and Debit Mastercard cards cannot be accepted.
How much should I tip? What do other people do?
While your cleaner will certainly appreciate a tip, it is not expected. There isn't really a "normal" or "typical" tip amount.
Some households tip occasionally. Some add $20 to each cleaning. Some feel their cleaner's hourly rate is fair enough, and others who are willing to pay more will add the difference as their tip.
Through our system you have the ability to "Add Tip" to all of your upcoming appointments or just individual appointments as you choose – before or after the cleaning.
Where do I find my invoices after a cleaning?
After your cleaner charges your credit card (three days after each appointment) your cleaner's invoice will be available for download within your account. Simply go to your "Completed" appointments page, scroll down to the appointment you're looking for, and press the "Invoice" button to download your cleaner's invoice.
Why is my payment information needed to request a cleaner?
While nothing is charged to your card until three days after your cleaning, valid payment information is required when making your request in order to provide your cleaner with confidence that your request is sincere and that they'll be paid for the work they'll eventually do.
How do I know my credit card data is safe and secure?
All payments are facilitated by Stripe, one of the world's largest payment processors.
Stripe has been independently audited and is certified as a PCI Level 1 Service Provider for both Visa and Mastercard. This is the most stringent level of certification available in the payments industry.
All communications between you, HurraHome and Stripe is secured by a digital certificate (SSL) - a file issued by a certification authority (DigiCert). HurraHome never sees or has access to your payment information. All payment information is securely stored with Stripe.
SAFETY AND SECURITY
Are the cleaners background checked?
Absolutely and a whole lot more!
To become "HurraHome Approved", every independent cleaner we support is thoroughly assessed during our Cleaner Approval Process. This includes two interviews, a cleaning test, criminal record check, ID verification, reference checks, and orientation.
Every cleaner is reliable and trustworthy, so it's really just a matter of helping you find the right fit for your home.
May I also check my cleaner's references?
Sure! Once your cleaner and you have been introduced, you can ask them to provide you with their references, criminal record check, or whatever else you might need to feel comfortable. That said, we've already gone to great lengths to assess your cleaner, so hopefully you'll let us save you this effort.
Can I trust my cleaner's rating and reviews?
Definitely, we've worked hard to create a genuine and useful review system.
After your 1st and 2nd cleaning together, both your cleaner and you will be asked to rate and provide feedback on one another. We highly encourage feedback as it almost always improves the quality of a cleaning relationship.
Every rating and review is exactly what was submitted by your cleaner's other customers, satisfied or not.
How does insurance work if something is damaged?
All "HurraHome Approved" cleaners and their customers are protected by our $1-million insurance policy.
Coverage is meant to provide protection in cases of significant property damage (e.g., replacing a wood floor due to an overflown sink, restoration services after fire from a stove left on, etc.).
Please note that it's up to your cleaner and you to decide how to cover the costs of general wear and tear and smaller accidents caused by normal cleaning.
How can I be confident if my cleaner is not bonded?
We know just about everything about every cleaner we support (e.g., photo ID, proof of address, criminal record check, banking info, etc.) so they're very traceable by the police if there was ever an incident. Moreover, it's unlikely your cleaner would risk all of his/her other customer relationships by compromising your or our trust.
How is my information used and stored?
How can I disable my account and remove my information from HurraHome?
Please send your request to disable your account via our contact us page.
What does HurraHome do?
We find great independent home cleaners, introduce them to new customers like you, and support them as they build a long-lasting relationship directly with you. HurraHome is not a cleaning company.
Our system allows you to coordinate the timing and payments of your cleaning appointments directly with your cleaner. Together, your cleaner and you have complete control of your relationship.
We're the easiest way to find a reliable, trustworthy independent home cleaner who can give you the personal care and customization you want, but with the safety and convenience of a traditional cleaning company.
What does it mean to be in a "direct relationship" with my cleaner?
Similar to the relationship you'd have with an independent cleaner you found by referral from a neighbour or friend, you're in the same direct relationship with your "HurraHome Approved" cleaner.
The difference is that we've already thoroughly assessed your cleaner and continue to support you both over the lifetime of your relationship. If you have a problem, please let us know immediately so we can help your cleaner and you address it before your relationship is at risk.
What makes HurraHome a "Social Purpose Business"?
A "Social Purpose Business" is a for-profit business that has a social mission at its core and the goals of creating both economic and social value.
At HurraHome, our mission is to enhance the lives of independent home cleaners. Waqe help them find more customers, closer to their homes, more quickly than they could on their own, while helping to ensure they're paid fairly and on-time for their hard work. Over the lifetime of a cleaner's customer relationships, we continue to support them in fostering and growing great long-term relationships directly with their customers.
Learn more on our Social Purpose page.
How much does my cleaner make?
All "HurraHome Approved" cleaners charge their customers their hourly rate as listed on our website. After our fees for our services and support, they always net at least $17/hr + any tips their customers have given them.
What else does HurraHome hope to do for the cleaners it supports?
As we grow, we hope to offer more assistance to the cleaners we support in the form of health and dental benefits, and discounts on cleaning products, transportation, and cellular phones and wireless plans.
We find great independent home cleaners, introduce them to people like you, and support them as they build long-lasting relationships directly with their customers!
RESPECT. TRUST. APPRECIATION.
Check to see if we're supporting any cleaners in your area
We will send you an e-mail once we find some great cleaners in your area.
We'll email you as soon as we find some great independent cleaners in your area.