Purpose
Welcome to the Live Home community.
We hold our Home Managers to the highest standards and,
as a valued member of our community, we ask that you
meet us halfway to ensure a mutually respectful
relationship.
The purpose of our Community Guidelines is to ensure that
our messaging with you, our building partners and our
employees is consistent, whereby all parties are familiar
with our goals and expectations.
Live Home may pause, suspend or terminate service for any
resident that violates our Community Guidelines.
COVID Guidelines
The World Health Organization has declared the novel
Coronavirus (“COVID-19”) a worldwide pandemic. Due to its
capacity to transmit from person-to-person through
respiratory droplets, the government has set
recommendations, guidelines, and some prohibitions on
certain activity. As a result, Live Home Technologies, LLC.,
aka Live Home requires all Live Home employees
(“Employees” or “Home Managers”) to wear a face covering
and maintain social distancing of 6 feet or greater for the
entire duration of the in-home tidy-up, or any time Home
Managers and any Live Home user (a “User”) are present in
the same space at the same time. Live Home requires all
Employees to participate in a daily COVID-19 screening
prior to arriving for work each day and practice frequent
hand-washing before and after delivering in-home service at
your residence.
Adhering to these requirements does not guarantee the prevention of transmission of COVID-19.
The possibility of acquiring COVID-19 is present any time you interact with another individual, including within your own apartment. By granting access to any of our Employees, you acknowledge that: (i) you are aware of the associated risk of transmission of COVID-19; (ii) you have been informed of the safety standards undertaken by Live Home and all of our Employees and (iii) any COVID-19 transmission by any Employee or User is considered an unforeseen circumstance outside the scope of Live Home’s control. You should not utilize the Live Home services if you do not agree to each of the acknowledgements above. In utilizing Live Home’s services, you hereby agree to: – Follow advice from public health authorities. For more information, visit the World Health Organization website at https://www.who.int/ – Wear a face covering and maintain a social distance of 6 feet or greater during the duration of the in-home tidy-up, or anytime a Home Manager is present.
– No mask, no Service: Our Employees reserve the right to refuse to complete a requested service if any User does not comply with social distancing protocols or refuses to wear a mask while Employee is present in User’s apartment.
– Release, waive, discharge Live Home, its board, officers,
independent contractors, affiliates, employees,
representatives, successors, and assigns (the “Released
Parties”) from any and all liabilities, claims, demands,
actions, and causes of action whatsoever, directly or
indirectly arising out of or related to any loss, damage,
injury, or death, that may be sustained by you related to
COVID-19 while participating in any activity while in, on, or
around the premises or while using the facilities that may
lead to unintentional exposure or harm due to COVID-19.
– Be fully and personally responsible for your own safety
and actions while and during Live Home in-home service,
recognizing the possibility of exposure to COVID-19.
– Acknowledge that community transmission of COVID-19 in
the UAE is widespread, with many carriers
asymptomatic.Indemnify, defend, and hold harmless Live
Home from and against any and all costs, expenses,
damages, lawsuits, and/or liabilities or claims arising
whether directly or indirectly from or related to any and all
claims made by or against any of the Released Parties due
to injury, loss, or death from or related to COVID-19.
– Acknowledge that you are at least eighteen (18) years old
and fully competent to give your consent; That you have
been sufficiently informed of the risks involved and give your
voluntary consent as your own free act and deed; That you
give your voluntary consent as your own free act and deed
with full intention to be bound by the same, and free from
any inducement or representation.
– Immediately suspend in-home service and/or immediately
deny entry to Live Home Employees if any of the following
occur:
– You experience symptoms of fever, fatigue, difficulty
breathing, dry cough or any other symptom associated with
COVID-19 or any communicable disease within the last 14
days. For a list of common COVID-19 symptoms, visit the
CDC’s website at https://www.cdc.gov/coronavirus/2019-
ncov/symptoms-testing/symptoms.html
– You become aware that you have been exposed to
COVID-19 in the past 14 days;
– You or any member of your household has travelled
internationally (by air or sea) within the past 30 days; or
– You, or any member of your household is diagnosed with
COVID-19.
– You further agree to inform Live Home within 24 hours if
you or any member of your household is diagnosed with
COVID-19.
General Guidelines
– Broken Items/Damaged Property: if an item is broken or
damaged while your Home Manager is in your home, he/she
will notify you and take a photo of the item in order to verify
the value with the relevant insurance company. Your Home
Manager is required to complete our internal ‘Incident
Report’ when a client’s property is broken or damaged. The
Incident Report requires a photo and an estimate of the
approximate value of the damage. If you are concerned that
the Home Manager may not understand the true value of
the item, please be sure to contact us and discuss it with
your Hospitality Specialist.
– Theft/Accusation of Theft: if you have reason to believe
your Home Manager has stolen from you, we ask that you
contact your Hospitality Specialist with the details. We also
encourage you to contact the police and file a formal police
report – they are experts and will be able to get to the
bottom of it. We will simultaneously conduct an internal
investigation. We are committed to protecting our
employees and our residents, so investigations are
confidential and only the information relevant to the
investigation will be shared.
– Personal Items and Behavior: we respect that everyone
has a different level of comfort with leaving personal items
out and around. We politely request that you pack away any
items that may make our Home Managers uncomfortable,
including items of a sexual or graphic nature, for example:
– Weapons/Dangerous Items: if your Home Manager enters
your home and there is a dangerous item or weapon that is
not locked away, your service will not be completed. We
request all dangerous items/weapons be put away and not
visible to our team.
– Illicit Drugs: if your Home Manager enters your home and
there are illicit drugs in plain sight, your service will not be
completed. We kindly ask all illicit drugs be put away before
Home Managers come to your home.
– Nudity: if your Home Manager enters your home and you
or a guest of your home is partially or completely nude or
otherwise inappropriately dressed, your service will not be
completed. If you or a guest of your home exposes yourself
to our Home Manager, your service will be canceled.
– Bodily Fluids and Health Hazards: if a Home Manager
enters your home and there are any bodily fluids or health
hazards present, your service will not be completed. Any
medical equipment, such as diabetic needles, will not be
handled by your Home Manager and we ask that you
dispose of or store the equipment if possible.
– General Illegal Activity: your Home Manager will not be
party to illegal activity of any kind, and we request that you
refrain from performing or otherwise exposing our team to
any illegal activity while present in your home.
– Home Cleanliness: your Home Manager is trained to
provide a basic tidy-up service, but if we can’t move through
your home due to the condition it is in, we will not be able to
perform the tidy-up. The assumption of a tidy-up is that the
home is already predominantly clean (or has just been
cleaned by one of our vendor partners).
– Cash for Services: leaving cash and asking your Home
Manager to take care of something is against our policies.
All additional services you want performed need to be
requested through the app for a variety of reasons, including
liability.
– Tipping: if your Home Manager is doing a fantastic job and
you want to give him/her a tip around the holidays or at any
time, we won’t stop you! We think our Home Managers are
pretty amazing, too. We ask that if you choose to leave a tip,
you leave a note attached with the Live Home’s name on it.
This will help our Home Manager differentiate between a tip
that you designated for them, and money that you may have
simply left on the counter. If you prefer to tip through the
app, you’ll be given the opportunity if you leave at least a 4
star review for your service!
– Pets: at Live Home, we love pets; we even have a dog
friendly office. However, if your pet growls at, hisses at,
scratches, bites, or otherwise threatens your Home
Manager during service, we will require the animal to be
crated or sequestered to another room, in order for us to
continue service. If you are unable to accommodate this
request, we will no longer be able to service your home.
Please note that our Home Managers are not able to feed,
walk, clean up after or let your pet out. If these are services
you are interested in, please reach out to your Hospitality
Specialist to request such services.
– Communication with Home Managers: We want our Home
Managers to get to know the residents they are servicing
because the more we know you, the better we will be able to
anticipate your needs. So if you have the pleasure of being
home when your Home Manager is working, we encourage
you to chat – we have such an interesting team! Our only
ask is that these conversations remain professional (you are
at home, but your Home Manager is at work!) and please
don’t cross any boundaries. We know crossing the line can
mean different things to different people so here are some
examples of no-go topics:
– Do not proposition our Home Managers, request their
phone number, or ask them to engage in a sexual act.
Remember, your Home Manager is at work!
– Do not ask your Home Manager for any personal
information, including specifics about their religion, gender,
sexual orientation, age, or other such details
– Do not raise your voice to your Home Manager, or speak
to them with any tone or mal intention. If you have any
issues with the service performed, the company at large,
anything at all, please reach out to your Hospitality
Specialist who will try to assist you.
– If you have any issue with how your Home Manager
speaks to you, please let us know by contacting our
Hospitality Specialist, or leaving comments through the app.
– Feedback: we want to make sure we are providing you
with the best service possible but recognize that no one is
perfect. If you have feedback for us, we want to hear it! Our
only ask is that all feedback is communicated through our
team via the Live Home app (and we will follow up with our
Home Manager).
Last Updated: February 2023