12 Questions to Ask a Cleaning Service Before You Book
Before you book a cleaning service, ask whether they're bonded and insured, who provides supplies, whether you'll get the same cleaner each time, if there's a satisfaction guarantee, and what the cancellation policy is. These few questions surface almost every problem that leads to a bad experience. Here's the full list to run through before you hand over a key or a payment.
Why these questions matter
A quote tells you the price. It doesn't tell you whether you're protected, whether the same trusted person shows up, or what happens when a visit goes wrong. Asking the right questions up front takes ten minutes and saves you from the most common regrets: surprise charges, damage with no recourse, and inconsistent quality. A good service answers all of these clearly and without hesitation.
The essential questions
1. Are you bonded and insured?
The most important question. You want liability insurance (covers accidental damage), a bond (covers theft), and workers' comp (covers injury in your home). Ask for proof, a certificate of insurance, not just a verbal yes. Any reluctance here is a red flag.
2. Do you run background checks on your cleaners?
You're giving someone access to your home. Confirm every cleaner is background-checked, and ask whether they're employees (more accountability) or subcontractors.
3. Will I get the same cleaner or crew every visit?
Consistency matters. The same person learns your home, your preferences, and your priorities, and quality tends to be higher. Some services guarantee a consistent cleaner; others rotate. Know which you're getting.
4. Do you bring your own supplies and equipment?
Most services do, but confirm it. If you prefer specific products, eco-friendly, fragrance-free, or safe for pets and kids, ask whether they'll use yours or accommodate requests.
5. What exactly is included in the price?
Get the scope in writing. Ask what's covered in a standard visit and what costs extra, inside the oven, inside the fridge, windows, baseboards, laundry. This prevents "I thought that was included" surprises.
6. Is the first visit a deep clean, and what does it cost?
Many services require a deep clean for the first appointment to bring your home to a baseline, then drop to a lower recurring rate. That first bill is usually higher, so ask up front. For reference, deep cleans run $200-$450, while recurring standard visits are lower.
7. How do you price, hourly or flat rate?
Clarify the structure. Hourly runs $25-$75/hr for a single cleaner or $75-$100/hr for a two-person team; flat per-visit standard cleans average around $180, with most people paying $100-$300. Ask what happens if the job takes longer than estimated.
8. Do you offer a satisfaction guarantee?
Good services will re-clean a missed area for free if you report it within a day or two. This tells you they stand behind their work. Ask how to report an issue and the time window.
9. What's your cancellation and rescheduling policy?
Find out how much notice you need to give to skip or move a visit without a fee, and whether they charge for lockouts (when they arrive and can't get in). This is a frequent source of unexpected charges.
10. What's your policy if something is damaged or goes missing?
Even with insurance, ask about the actual process. How do you report damage? How quickly do they respond? A clear answer signals they've handled it professionally before.
11. How do I provide access, and is it secure?
Will you be home, leave a key, or share a door code? Ask how they store keys and codes and who has access. A professional service has a secure, documented process.
12. Is there a contract, and can I cancel anytime?
Many quality services are month-to-month with no lock-in. Be cautious of long contracts with early-termination fees. Confirm you can pause or cancel a recurring plan without penalty.
A quick reference table
| Question | What a good answer sounds like |
|---|---|
| Bonded & insured? | "Yes, here's our certificate of insurance." |
| Same cleaner each time? | "Yes, we assign a consistent cleaner or crew." |
| Supplies? | "We bring everything, or we'll use your products." |
| First visit deep clean? | "Yes, and here's the price; recurring visits are lower." |
| Satisfaction guarantee? | "Report within 24-48 hours and we re-clean free." |
| Cancellation policy? | "Give us 24-48 hours' notice, no fee." |
| Contract? | "Month-to-month, cancel anytime." |
Trust how they answer
Pay attention not just to the answers but to how they're given. Clear, confident, no-hassle responses signal a professional operation. Vagueness, defensiveness, or "why do you need to know that?" signal the opposite. You're about to give this service access to your home, they should welcome your diligence, not resist it.
Running these questions past two or three vetted local cleaners makes the difference between them obvious, and it's the fastest way to spot the one that's genuinely buttoned-up.
Recommendation
Ask every service the same short list, especially insurance, same-crew, guarantee, and cancellation, and book the one that answers all of them clearly and in writing.