COMMUNICATION: The BEST way to communicate with us at SET Cleaning is either through Customer Portal, Email or Text. Our office staff has immediate access to the emails and text and we can better document all of your needs. Also, you can always call us, if necessary.
OFFICE HOURS: Our office is open Monday through Friday 7:30 a.m. to 5:00 p.m.
HOLIDAYS: Currently 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.
QUOTE: Initial cleaning prices and hours are based on your accurate description of the condition of your home. If we find the condition is not consistent with your description, we will call you and ask for a time adjustment and price increase. If we cannot reach you and you have not pre-approved additional time, we will only stay the amount of time you paid for, and quality will be compromised. Recurring cleanings are a set price and could be subject to change.
ADDITIONAL WORK: Often clients will need an extra service (i.e., additional rooms, extra levels, windows, refrigerator or a deeper cleaning). Since this requires the cleaning technicians to be at your house longer and may affect the schedule for that day, we require at least three (3) days notice and there will be an adjustment to your invoice. Please email or text us at least 3 days prior to ensure we can handle your request.
CLEANING TIMES: We service homes between the hours of approximately 8:30 am and 3:00 pm and will strive to be at your home within a one-hour arrival window. It is very difficult to commit to an exact arrival time because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time.
CLEANING TECHNICIAN(S): We make every effort to send the same cleaning technician(s) to your home for each clean. However, we are unable to guarantee you will have the same technician(s) every time. Illness, vacation, and other issues may result in a change of personnel. Our main priority is to clean your house with consistent quality on the scheduled day.
YOUR CLEANING TECHNICIAN(S) and SCHEDULE CHANGES: We at SET Cleaning pride ourselves on providing you with the best cleaning experience and exceptional customer service. We understand that your time is precious, and we want to ensure that our technicians are happy and motivated to serve you. We kindly request your cooperation in recognizing the value of your technicians’ time. When an appointment is scheduled, their livelihood depends on it. Any last-minute changes, cancellations, or lockouts not only disrupt their income but also create a chain of events that affect our entire operation.
To maintain clear communication and avoid any misunderstandings, we kindly ask that all schedule changes be communicated via text or email to our office.
Please find below our company policies outlining how we address various scenarios that may arise:
SKIPPING YOUR CLEANING: As a recurring client you have a specific rate depending on how often we clean your home. We also try to allocate a dedicated person or team to clean your home and any scheduling changes may disrupt their entire day’s schedule and compensation.
If you are a weekly client and would like to skip the week of your scheduled service, your next scheduled cleaning will be at the Bi-Weekly rate, which is 10% more than your weekly rate.
If you are a bi-weekly client your next cleaning will be charged at a 4 week/monthly rate, or 20% more than your bi-weekly rate.
If you are a 4 week/monthly client your next cleaning will be charged at a 30% increase rate.
After that, your recurring services will go back to your original rate (depending on how many weeks you skip). We must adhere strictly to this policy to prevent lost wages for your Cleaning Technician(s).
SHORT NOTICE SCHEDULE CHANGE FEE: We understand that sometimes unexpected things come up, and you might need to make changes to your cleaning schedule. However, we kindly ask that you notify us by 10:00 am the business day before your scheduled cleaning if any changes need to be made.
Since we have already arranged for a technician to be available and have reserved time on our schedule specifically for you, which cannot be allocated to another job at short notice, we will need to charge a $50 fee for any last-minute schedule changes. This fee helps us maintain fairness and compensate our dedicated employees.
In the spirit of fairness, this fee works both ways. If we have to cancel your service and are unable to provide an alternative time or technician on the same day, we will reduce your next cleaning by $50. Please note that the only exception to this policy is circumstances beyond our control, such as unsafe weather conditions impeding travel.
LOCKOUT OR TURN AWAY FEE: If your technician is already en route or arrives on the scheduled cleaning day within the designated arrival window but is turned away or unable to access your home, the full amount of the cleaning will be charged.
RESCHEDULING DUE TO COVID OR OTHER ILLNESSES: Although this occurrence is rare and undesired by our clients, it still incurs costs to SET Cleaning when a client skips or moves their cleaning. These costs include opportunity costs from declining other clients, the administrative scramble to readjust the schedule, and the labor costs associated with staff engaging in non-productive work during the allocated time. Due to these circumstances, we must treat skips or moves related to Covid and other illnesses in the same manner as other schedule changes.
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 an employee is unable to get into your house due to an uncleared driveway or sidewalk, it will be considered a lockout.
ACCESS/ENTRY INTO YOUR HOME: Please ensure that your technician(s) have access to your home. We will provide you with a time range of expected arrival. If the technician has to wait for someone to arrive to unlock the door, there will be less time available to clean your house. Additionally, your technician will only wait up to 15 minutes for someone to arrive before they will have to cancel the job and consider it a lock-out. Please see our lock-out policy.
We offer 2 entry options:
- You may opt to provide a key or code. We strongly encourage our recurring clients to supply us with a key for entry. All keys are coded with a number, and your name and address remain private. They are stored in a locked safe and your cleaning technician only has access when you are on their schedule for the week. A checklist system is in place to ensure the safe handling of all keys.
- You may opt to be home the day and time of your cleaning to allow your technician inside.
Note: If you choose to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaning technician(s) to enter the home, you release SET Cleaning of any damages or theft to your home.
ALARM SYSTEMS: If your home has a security system, it is not necessary for you to have to disarm it on the day of your cleaning. You may contact your alarm system company and they can assist you with programming a code that is unique for our company.
PAYMENT POLICY: Payment is due the day of each scheduled clean. We accept all credit cards. A credit card must be on file with SET Cleaning. For Existing clients that 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 $50 fee will be charged for any check returned by the bank.
EQUIPMENT AND SUPPLIES: We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. Due to Workers Comp and OSHA regulations, we are required to use only our products. All of our products are safe to use throughout your house with the exception of our bathroom cleaner. Please let us know through email or text if you have granite, quartz, or any other special material on your countertops or walls in your bathrooms, kitchens, or anywhere else in your home so that we use the appropriate products. If you do not notify us, we do not take responsibility if it is damaged.
SAFETY: Insurance and safety issues prohibit our employees from moving heavy furniture, flipping mattresses, or completing any other heavy work. Our employees 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 employees are not permitted to clean flea-infested homes or pick up animal excrement. Our employees will not clean if they feel they are in danger from any animals and need to leave your home. This will fall under the lock-out policy.
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.
CLUTTER: SET Cleaning expects you to provide your cleaning technician with a clutter free environment. If that environment does not exist, the employee may not be able to fully clean that area of your house including the dishes in your sink and childrens toys on the floor.
DISCLAIMER: SET Cleaning is not responsible for breakage due to normal wear and tear, deterioration caused by age, damage caused by improper assembly, construction or mounting of an item or any preexisting problems.
PICTURES: We reserve the right to take pictures in your home only where it pertains to our work. We will not share or post these pictures.
FEEDBACK: 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. Your cleaning technicians also depend on your feedback for their evaluations and their bonuses.
OTHER SERVICE PROVIDERS: For the safety of our associates, the security of your home and the quality of our service, we request that there be no other service providers (movers, carpet cleaners, plumbers, carpenters, etc.) in the home when we arrive to clean. If other service providers are present, we will do our best to work around them, but too many interruptions in our cleaning procedure may prevent us from completing the job in the amount of time estimated, which may result in an increase of that day’s cleaning cost.
OUR ASSOCIATES: By accepting our service, you agree to neither solicit, directly or indirectly, nor hire any current or former SET Cleaning associates, who has provided service to your home without compensation to SET Cleaning for its loss, and the expressed written consent of SET Cleaning.
OUR GUARANTEE: We want you to be absolutely thrilled with the cleaning service! If you have any concerns, please either complete the Feedback Survey that is emailed to you after each cleaning or text our office 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.