Service Policies

Weekly Home Resets are recurring 3-hour, time-based visits. Client priorities may change from week to week, and SETLAYA will complete as much as reasonably possible within the scheduled visit. Completion of every requested task is not guaranteed.

Home Resets focus on everyday household upkeep and small focused organizing tasks. They do not include traditional or deep house cleaning, washing laundry, mopping, large-scale decluttering or organization, hazardous or unsanitary cleanup, or other services identified as outside the scope of a Home Reset.

Unpacking & Home Setup is a time-based service offered in 3-hour and 6-hour service options. Six service hours may be completed continuously or divided into two work blocks, with the exact schedule confirmed before the appointment. The amount completed will vary based on the home, number and type of belongings, accessibility, organization needs, and the client’s priorities. Completion of a specific number of boxes, rooms, or the entire home is not guaranteed.

All boxes and belongings should be delivered inside the home and reasonably accessible before service begins. SETLAYA is not a moving company and does not provide transportation, loading or unloading of moving trucks or vehicles, heavy lifting, furniture moving, furniture assembly, wall mounting or installation, deep cleaning, hazardous or unsanitary cleanup, or haul-away service. Light, manageable boxes may be moved within the home as needed while unpacking. Empty boxes and packing materials may be broken down and placed in a designated recycling, trash, or storage area on the property as time allows.

Booked service time represents the time reserved for the appointment. SETLAYA will work efficiently toward the client’s priorities and, when appropriate, may move on to other agreed or suitable priorities that fall within the scope of the booked service.

If the requested and appropriate service priorities are completed before the end of the reserved time and there are no additional suitable tasks to address, the appointment may conclude early. The full booked service fee will still apply.

For planned vacations or other absences known in advance, please provide at least 7 days’ notice. Up to two consecutive weekly resets may be skipped with advance notice while keeping your confirmed weekly day and time. Longer pauses may require your recurring spot to be released, and the same day and time cannot be guaranteed when service resumes.

Cancellations made at least 48 hours before the scheduled reset will not be charged. Cancellations made with less than 48 hours’ notice will be charged the full $199 service fee. Genuine illnesses or emergencies may be handled differently at SETLAYA’s discretion.

Clients may request an alternate day for an upcoming reset, but rescheduling is subject to availability and cannot be guaranteed. If another opening is not available, the regular weekly reset will be skipped according to the cancellation policy.

Recurring weekly service may be canceled at any time with at least 7 days’ notice before the next scheduled reset. SETLAYA may also discontinue recurring service when necessary, with reasonable notice whenever possible. Service may be ended immediately when safety, repeated nonpayment, harassment, or other serious circumstances require it.

Unpacking & Home Setup appointments may be canceled or rescheduled without charge when at least 48 hours’ notice is provided. Rescheduled appointments are subject to availability.

Cancellations made less than 48 hours before the scheduled start time will be charged 50% of the booked service fee. Same-day cancellations will be charged the full booked service fee.

Clients will receive advance notice of scheduled SETLAYA holidays and closures whenever possible. If a scheduled Home Reset or Unpacking & Home Setup appointment falls on a SETLAYA closure or another day SETLAYA is unavailable, the appointment will not be charged. An alternate appointment may be offered when scheduling allows but is not guaranteed.

Clients are responsible for providing a reliable method of entry for each scheduled service, such as a door code, smart-lock access, or other agreed-upon method. Access information provided to SETLAYA will be used only for scheduled service and kept private. Please notify SETLAYA promptly if access instructions change.

If SETLAYA arrives for a scheduled Weekly Home Reset and cannot access the home because the provided entry method is unavailable or not working, the visit will be treated as a same-day cancellation and the full $199 service fee will be charged.

If access to the home is delayed after the scheduled start time, the Home Reset will still end at its originally scheduled time and the full $199 service fee will apply. Time lost because of delayed access will not be added to the end of the visit.

If SETLAYA arrives for a scheduled Unpacking & Home Setup appointment and cannot access the home because the provided entry method is unavailable or not working, the appointment will be treated as a same-day cancellation and the full booked service fee will be charged.

If access to the home is delayed after the scheduled start time, the booked service time will still end according to the originally confirmed schedule and the full booked service fee will apply. Time lost because of delayed access will not be added to the end of the appointment or credited toward a future session.

A valid payment method must be kept on file for recurring Weekly Home Reset service. The payment method on file may also be used for applicable cancellation, access, or other service fees described in these Service Policies.

Weekly Home Resets are $199 per 3-hour visit. The payment method on file will be charged after each completed Home Reset. Properly canceled or skipped weeks that qualify for no charge under these Service Policies will not be billed.

A valid payment method must be provided before an Unpacking & Home Setup appointment is confirmed. The payment method on file may also be used for applicable cancellation or access fees described in these Service Policies.

A 3-Hour Unpacking Session is $199. A 6-Hour Unpacking Day is $399. The payment method on file will be charged after the booked service is completed.

Unpacking & Home Setup is scheduled and billed in 3-hour service blocks. If additional time is needed beyond the originally booked service, additional 3-hour sessions are $199 each and may be scheduled when availability allows. Additional service may take place immediately when another block is available or may be scheduled for another day.

Additional time is not billed hourly or prorated. Reaching the end of a booked session does not automatically extend the appointment or create an additional charge. Any additional 3-hour session must be agreed upon by the client and SETLAYA and is subject to availability.

An electronic receipt will be provided after payment is processed.

If someone in the household has a contagious illness, please notify SETLAYA as soon as possible. The scheduled service may be canceled or rescheduled, and any applicable cancellation fee may be waived even when less than 48 hours’ notice is given. Rescheduling is subject to availability.

Pets are welcome to remain in the home as long as they are comfortable with visitors and do not interfere with service. Pets that are anxious, aggressive, likely to escape, or need to remain away from certain areas should be safely secured before the appointment begins.

Children are welcome to be home during service, but SETLAYA does not provide childcare or supervision. A parent, guardian, or other responsible caregiver must remain responsible for children in the home throughout the appointment.

Strong fragrances can be overwhelming and may trigger migraines. SETLAYA may kindly ask that plug-in air fresheners, diffusers, scented candles, and similar fragrance products be turned off before or during scheduled service. If possible, please also avoid using heavily fragranced cleaning products or air fresheners while SETLAYA is in the home.

Normal everyday household scents are generally not a concern. If a strong or lingering fragrance makes it difficult to safely complete the appointment, SETLAYA may ask that the source be turned off or removed from the immediate area. Service may need to be paused or ended for that day if the fragrance is too overpowering.

If severe weather, hazardous road conditions, power outages, or other circumstances make it unsafe or unreasonable to complete a scheduled service, either the client or SETLAYA may cancel the appointment without charge. SETLAYA may cancel or postpone service whenever conditions are determined to be unsafe. An alternate appointment may be offered when scheduling allows but is not guaranteed.

SETLAYA may decline any task that is unsafe, unsanitary, outside the scope of the booked service, or could reasonably risk injury or damage to the home or belongings. If a requested task cannot be completed safely or falls outside the scope of the booked service, SETLAYA will move on to another appropriate priority when possible.

Clients should secure cash, jewelry, important documents, medications, irreplaceable items, and anything especially fragile before scheduled service. SETLAYA will handle household belongings with reasonable care but may decline to move, unpack, or handle items that appear unusually fragile, valuable, heavy, or at risk of damage.

Please let SETLAYA know about any damaged, loose, unstable, defective, or unusually delicate belongings, furniture, shelving, fixtures, boxes, or containers that may be encountered during service. SETLAYA may decline to move, unpack, or handle an item when its condition, weight, packaging, or placement creates a reasonable risk of injury or damage.

Clients are encouraged to provide priorities or preferences for where belongings should be placed. When specific instructions are not provided, SETLAYA may use reasonable judgment based on available storage, existing household organization, and how the space is commonly used. Items may be left aside when their intended location is unclear or when there is not a safe or appropriate place to store them.

SETLAYA will take reasonable care while working in the home and handling household belongings. If accidental damage or breakage occurs during service, the client will be notified promptly so the situation can be addressed appropriately. Clients should also notify SETLAYA promptly of any damage they believe occurred during scheduled service.