Customer Care

How to reach us about a job

One point of contact, on the same day where possible. For anything about work in progress, work just completed, an invoice, or a concern on site:

Put the project name or address in the subject line. It routes faster.

Walkthrough at completion

We ask for a walkthrough with your site contact when a clean is finished. It takes a few minutes and it resolves nearly everything on the spot, while the crew and the equipment are still there.

If a walkthrough is not possible, tell us who will inspect and when. The re-clean window in the next section runs from completion either way.

Re-clean policy

If something within the accepted scope was not performed to standard, we will return and address it at no additional charge.

A re-clean covers the identified items in the original scope. It is not an opportunity to add scope.

Deposits and cancellations

We hold crew time, equipment, and supplies for a scheduled project, and those commitments are made in advance. Deposits are handled as follows unless your signed proposal says otherwise.

Where a project is cancelled after work has begun, we invoice for the work performed and the deposit is applied against that invoice. Any balance is refunded.

Refunds are issued by the same method as the original payment, within 10 business days of the refund being approved. Your bank or card issuer may take additional time to post it.

Invoice questions and adjustments

Raise an invoice question within 15 days of the invoice date. Tell us the invoice number and the line item in question.

We will review and respond in writing. Where an adjustment is warranted, we issue a corrected invoice or a credit memo. Undisputed amounts on the same invoice remain due on the original terms.

Damage and loss

If you believe our crew damaged something, tell us in writing within 48 hours of the work. Include photographs, the location, and a description.

What happens next:

• We acknowledge the report, typically within one business day
• We arrange to inspect the condition before the area is altered or repaired
• Where the claim is substantiated, we route it through our commercial general liability coverage or resolve it directly, depending on scope and amount
• We confirm the outcome in writing

Prompt notice matters. Once an area has been repaired, repainted, occupied, or worked by another trade, the cause can no longer be established.

Secure cash, jewelry, firearms, prescription medication, collectibles, and other items of unusual value before a scheduled visit. We do not accept responsibility for those items left in an unsecured area.

How we protect your site information

A cleaning contractor holds a set of information that would be valuable to the wrong person. Keys, codes, floor plans, and knowledge of which spaces sit empty overnight. We treat that information as the sensitive asset it is.

Access credentials

• Keys, fobs, and badges are logged when issued to us and logged again when returned
• Physical credentials are stored in a locked location when not in use
• Alarm and gate codes are stored in an access-controlled system, not in text messages, not on paper, and not in a shared address book
• Credentials are released only to the crew members assigned to that site
• When a crew member leaves an assignment, their access is removed and you are notified if a code change is warranted
• On request, we return all credentials at project completion and confirm the return in writing

Site and project information

• Floor plans, punch lists, tenant names, and project documents are shared only with personnel who need them for the work
• We do not discuss your project, your client, or your schedule with other clients
• Where you or your owner require a confidentiality agreement or an NDA, we will sign one

Photographs

• We photograph completed work for quality control and project records
• Those photographs are internal. We do not publish them, post them, or use them in marketing without your written permission
• Where your contract restricts site photography, tell us and we will stop
• Photographs are retained for two years and then deleted, unless a claim or dispute requires us to keep them longer

Business and payment information

• Invoicing and accounting records are kept in access-controlled business systems
• We do not store full payment card numbers. Card payments, where accepted, are processed by a third party payment processor
• Accounts that can reach client information use multi-factor authentication

Background screening and crew vetting

You are letting a crew into a building you are responsible for. You are entitled to know who is in it.

Every person who works on your site is selected, vetted, and supervised by YPCC. We know who is assigned to your project on any given day, and we can tell you. Crew assignments are recorded, and we can provide a roster for your project on request.

Where your project carries its own requirements, badging through your system, a specific screening standard, drug testing, or documentation for your own compliance file, tell us before scheduling. We will confirm in writing what we can meet for that project. Requirements of this kind can usually be accommodated and may affect price and lead time.

Certificates and compliance documents

The following are available on request, usually within one business day:

• Certificate of insurance, including additional insured endorsement where your contract requires it
• W-9
• SWaM certification documentation, issued by the Virginia Department of Small Business and Supplier Diversity
• WOSB certification documentation, issued through the U.S. Small Business Administration
• Safety training certificates for the crew assigned to your project
• Signed confidentiality agreement or NDA on your form

Certificate numbers and supporting documentation are provided on request rather than published.

If we get it wrong

Tell us. Directly, and early. A concern raised while the crew is still on site costs everyone less than one raised after the building turns over.

If a conversation with your crew lead does not resolve it, email info@youngprocleaning.com with the project name and what happened. It goes to ownership.

Where a concern cannot be resolved between us, the dispute provisions in our Terms of Service apply.