COMMUNICATION: It is very important that you call our office (804-598-1005) if you have any questions or concerns about your cleaning service. You can also email us at [email protected]. We take great pride in our customer service; we will make every reasonable effort to provide you with a highly professional cleaning experience. Each customers has different likes and needs. Please keep us informed of any comments or suggestions you may have. This can be done on the survey you get after each job. The more specific your feedback, the better our staff can clean for you.
OFFICE HOURS: Our office is open Monday through Friday 8:00 a.m. to 5:00 p.m. Voice mail 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 try to send the same team to your home for each clean when you are on a weekly or bi-weekly schedule. However, we cannot guarantee you will have the same team every time. Illness, vacation, and last-minute customer 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, if you approve. 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.
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, however, we can’t control traffic conditions. Appointments may take more or less time than scheduled or be canceled. Therefore, we give you an approximate arrival time, generally, within a two-hour window, however, we cannot give you exact arrival times. We always call if they are significantly changes to the schedule.
KEYS AND ENTRY: We strongly encourage our ongoing customers to supply us with a key for entry. We keep keys in our office in a safe and give them out only on your cleaning day. We have a checklist system in place to ensure safe handling of all keys. All keys are coded with a number; no names or addresses are on any keys.
SECURITY 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 re-setting the alarm system if you so desire.
OUR EMPLOYEES and OUR POLICIES: We want to improve your cleaning experience by improving our customer service and by retaining the best employees to clean your house. Our team member’s 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. Just like you, they expect a consistent, steady income and if they don’t get it, they start looking for other employment.
LATE CANCELATION FEE: If you wish to cancel or reschedule a cleaning appointment, we require you to telephone all changes into our office no later than 10:00 a.m. the business day prior to a scheduled cleaning. You must call the office by 10:00 a.m. on Friday to cancel or reschedule a cleaning scheduled for the following Monday. A $50 cancellation/rescheduling fee will be assessed if you do not call within this time frame. 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.
SKIP CLEANING: Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service since it takes additional time to complete your cleaning during our next visit. When we have cleaned you home for eight weeks in a row, your hourly rate reverts to the previous rate.
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 customers.
PAYMENT POLICY: Payment is due the day of each scheduled clean. 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. We also accept credit cards and you will not be charged until after your cleaning except for the initial deposit. 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.
RESCHEDULING DUE TO WEATHER: 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 we can’t get into your house due to an uncleared driveway or sidewalk, it will be considered a lockout.
ADDITIONAL WORK: Please call the office two days before a scheduled cleaning to request any extra work. i.e., additional rooms, extra levels, windows, or refrigerator, since this requires the cleaners to be at your house longer and changes may the schedule for that day.
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.
SAFETY: Insurance and safety issues prohibit our teams from moving heavy furniture, flipping mattresses, or completing any other heavy work. Our teams will not clean human or pet waste, blood or any bodily fluids.
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.
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.
OUR GUARANTEE: We want you to be absolutely delighted with the cleaning service! 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 nor will you be compensated for your inconvenience.