CLIENT GUIDELINES
COMMUNICATION: Please call our office (804-598-1005) if you have any questions or concerns about your cleaning service. You can also email us at yourcleaning@setcleaning.com. We take great pride in our customer service and will make every reasonable effort to provide you with a highly professional cleaning experience. Each client has different likes and needs. Please help keep us informed of any comments or suggestions you may have. This can be done on the survey you get after each job.
OFFICE HOURS: Our office is open Monday through Friday 8:00 a.m. to 5:00 p.m. Voicemail is always available.
HOLIDAYS: We observe the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, and Christmas Day. If one of these holidays falls on a Saturday, we will observe the holiday on the Friday before. If the holiday falls on a Sunday, we will observe the holiday on the following Monday. If you have a cleaning appointment on the observed holidays, we will contact you in advance to reschedule your cleaning.
TEAMS: We make every effort to send the same team to your home for each clean when you are on a weekly or bi-weekly schedule. However, we are unable to guarantee you will have the same team every time. Illness, vacation, and last-minute client cancelations may result in a change of personnel. Our main priority is to clean your house with consistent quality on the scheduled day.
EQUIPMENT AND SUPPLIES: We use only top-of-the-line equipment and most of our products are Green Sealed Certified and environmentally safe. In homes where there is mold or stains in the showers and/or tubs, we use bleach products, unless you disapprove. Please note we do our best to remove mold from caulking and other surfaces. However, the only way to remove mold that is underneath caulking is to remove and replace the caulking, which is not a service provided by SET Cleaning.
CLEANING TIMES: Our teams generally arrive at the first house around 8:30 a.m. and finish at the last house by 4:00 p.m. While we do schedule for travel time, we can’t predict unforeseen circumstances. Also, appointments may take more or less time than scheduled or be canceled which can affect our schedule for the day. Based on these factors, we are unable to provide an exact arrival time. The appointment time that you are given is an approximate arrival time, generally, within a two-hour window. We always call if there are significant changes to the schedule.
ADDITIONAL WORK: Often clients will need an extra service (i.e., additional rooms, extra levels, windows, or refrigerator). Since this requires the cleaners to be at your house longer and may affect the schedule for that day, we require at least three (3) days notice. Please call or email as soon as possible to ensure we can handle your request.
SURVEYS: You are sent a survey after each house cleaning. Completing it each time helps us know more about you, your house and any issues that may occur. The more specific your feedback, the better our staff can clean for you. We also depend on your feedback for our employee evaluations and employee bonuses.
KEYS AND ENTRY: We strongly encourage our ongoing clients to supply us with a key for entry. All keys are coded with a number; no names or addresses are on them. They are stored in a locked safe and given to your team only on your cleaning day. A checklist system is in place to ensure safe handling of all keys.
SECURITY AND ALARMS: If your home has a security system, please make sure it is turned off on the day of your scheduled clean. You may also provide us with instructions for turning off and resetting the alarm system if you so desire.
OUR TEAM MEMBERS and OUR POLICIES: We want to improve your cleaning experience by improving our customer service and by retaining the best team members to clean your house. Our team members’ time is precious. When we schedule your appointment, we reserve a day and approximate time for you and you alone. Our cleaners depend on your job for their income. Cancelations, lock outs, and last minute cancellations without notice, cost our staff dearly.
LATE CANCELLATION FEE: We can accept changes to the schedule until 10:00 am the business day before your scheduled cleaning. Change requests must be made by phone (804-598-1005) or email (yourcleaning@setcleaning.com). A $75 cancellation fee will be assessed if we do not receive a call or email within this time frame. We must be contracted by 10:00 a.m. on Friday to cancel or reschedule a cleaning scheduled for the following Monday. Due to extremely high demand, cancellations during November and December require a three-business day notification; a $100 cancellation fee will be assessed if inadequate notice is given.
SHORT NOTICE SCHEDULE CHANGE FEE: As with cancellations, we require notice by 10:00 am the business day prior to the day of your scheduled cleaning. A $25 short notice schedule change fee will be assessed the first time a late request is made. $50 will be assessed each time thereafter.
LOCKOUT/TURN AWAY FEE: If we arrive on the scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning. We must adhere strictly to this policy in order to prevent lost wages. In addition, we often have a waiting list and last-minute cancellations prevent us from assisting other clients.
SKIP CLEANING PRICE ADJUSTMENT: The more frequently a house is cleaned, the less time each cleaning takes and we reflect this in our pricing. If you choose to skip a scheduled cleaning, the next cleaning will be billed at the next higher rate to account for the extra time it takes to clean after skipping.
Frequency Skip Cleaning Charge
Weekly +10%
Biweekly +20%
4 weeks/Monthly Hourly Rate
RESCHEDULING DUE TO WEATHER: We make every effort to keep scheduled cleaning appointments. However, there may be times when weather makes it unsafe for us to travel or safely carry equipment and supplies from the vehicle into your home. Please make sure driveways and sidewalks are cleared and accessible. If our team is unable to get into your house due to an uncleared driveway or sidewalk, it will be considered a lockout.
PAYMENT POLICY: Payment is due the day of each scheduled clean. We accept checks and credit cards. A credit card must be on file and will be charged if payment is not received at the time of service. If you pay by check, please leave the check on your kitchen counter made out to SET Cleaning. Checks mailed to the office must be scheduled to arrive on or before your day of service.
RETURNED CHECK FEE: A $35 fee will be charged for any check returned by the bank.
SAFETY: Insurance and safety issues prohibit our teams from moving heavy furniture, flipping mattresses, or completing any other heavy work. Our teams are prohibited from cleaning human or pet waste, blood or any bodily fluids. Due to Workers Compensation, our employees are restricted to a ladder no higher than two (2) steps and they will not get on a ladder in a shower.
PETS: If you have pets, please secure them away from the cleaning area or remove them from the home during our cleaning time. For sanitary and safety reasons our teams are not permitted to clean flea-infested homes or pick up animal excrement. Our teams will not clean if they feel they are in danger from any animals.
CLUTTER: SET Cleaning expects you to provide the cleaning team with a clutter free environment. If that environment does not exist, the team may not be able to fully clean that area of your house.
INFESTATIONS: If your home is infested with fleas, cockroaches, or bedbugs, SET Cleaning will not clean until a certified exterminator has rid the home of all pests.
PICTURES: We reserve the right to right to take pictures in your home only where it pertains to our work.
OUR GUARANTEE: We want you to be absolutely delighted with the cleaning service! Please report any concerns to our office at 804-598-1005 within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you by the next business day. If we do not receive notice of a problem within 24 hours of the cleaning or if you decide to correct the problem yourself, we will not be able to correct the problem for you and it voids our guarantee.
