Questions to ask
1. Are you bonded and insured — what liability coverage do you carry, and do you have workers’ compensation if you send employees?
Why it matters: Cleaning involves ladders, wet floors, and other people’s property. Ask for a certificate of insurance naming general liability limits, whether bonding covers employee theft, and whether workers’ comp covers on-site injuries. A solo cleaner may not need workers’ comp the same way a maid service does, but “I’m careful” is not coverage. Get the carrier name and policy dates in writing before the first visit.
2. Do you run background checks on everyone who will enter my home, and will the same people show up each visit?
Why it matters: You are giving strangers access to bedrooms, bathrooms, and often keys or codes. Ask what screening they use (criminal background, ID verification), how often it is refreshed, and whether subcontractors or last-minute substitutes are allowed. Prefer a named primary cleaner or small consistent team over a revolving door of “whoever is free.” If they cannot say who will arrive, treat that as a security decision, not just a scheduling detail.
3. Are you a licensed or registered cleaning business where my city or state requires it, and under what legal name will I be billed?
Why it matters: Requirements vary widely — some places regulate janitorial businesses, others only care about tax ID and insurance. Ask for the business legal name, how long they have operated locally, and a way to verify them (business license, Better Business Bureau, or state corporation lookup). Cash-only operators with no verifiable identity leave you with no paper trail if a dispute arises.
4. What is included in a standard clean vs a deep clean — can I get a written room-by-room checklist before the first visit?
Why it matters: “Clean the house” means different things to different crews. Ask what is in vs out: baseboards, insides of appliances, ovens, refrigerators, windows, blinds, laundry, dishes, organization, and garage. Get a written checklist for the first visit and for recurring cleans so you can compare quotes fairly. Vague packages are how “deep clean” becomes a light dust-and-vacuum with surprise add-on fees.
5. Whose products and equipment do you use — and can you accommodate pets, kids, allergies, or fragrance-free preferences?
Why it matters: Bleach, ammonia, and strong fragrances can harm pets, trigger asthma, or etch stone and wood. Ask whether they bring supplies or use yours, which products they default to, and whether green or fragrance-free options cost extra. Confirm they know how to clean sealed stone, hardwood, and specialty finishes without the wrong cleaner. If you supply products, say so in writing so “we used what we always use” is not an excuse after damage.
6. How is pricing structured — flat rate per visit, hourly, or by square footage — and what triggers extra charges?
Why it matters: Hourly quotes without a time estimate invite padding; flat rates without a checklist invite skimping. Ask for a written price for the agreed scope, how long a first clean usually takes in a home like yours, and fees for extra bedrooms, heavy buildup, pet hair, dishes, laundry, move-out cleans, or same-day booking. Clarify tip expectations and whether travel or parking is included. The cheapest hourly rate often costs more once “extras” appear mid-clean.
7. How do keyholding, lockboxes, garage codes, and alarm instructions work — and who has access to them?
Why it matters: Letting cleaners in when you are away is convenient and risky. Ask how keys or codes are stored, who on their team can access them, whether they photograph or log entry, and what happens if a cleaner leaves the company. Prefer a lockbox you control or a smart lock with temporary codes over mailing house keys. Never share alarm codes in a group text with unnamed staff.
8. What is your cancellation, reschedule, and no-show policy — and what happens if you arrive late or skip a visit?
Why it matters: Recurring cleans fail when the company repeatedly reschedules with little notice. Ask how much notice you must give to cancel without a fee, what notice they give you, whether missed visits are credited, and how they handle holidays. Get the policy in writing. A service that charges you for late cancels but ghosts your standing appointment is not a reliable partner.
9. If something is missed or damaged, what is your re-clean or claims process — and how quickly do you return?
Why it matters: Quality issues are normal; how they fix them is the test. Ask whether a free re-clean is offered within a set window (often 24–48 hours), how to report breakage or stains, and whether insurance handles property damage. Photograph valuables and note pre-existing wear before the first deep clean. A company with no re-clean policy and a shrug about breakage is telling you who bears the risk.
10. Can you provide recent local references, and will invoices and payments go through a business account rather than personal cash only?
Why it matters: References from homes similar in size and pet situation are more useful than star ratings alone. Ask for two recent clients you can contact, how long those clients have used them, and preferred payment methods (card, ACH, invoice). Large cash-only demands with no receipt make refunds and theft disputes harder. Legitimate services can usually take card or electronic payment and issue an invoice under their business name.
11. For move-out, Airbnb turnover, or post-renovation cleans — do you price and staff those differently, and what is not included?
Why it matters: Move-outs and construction dust need more time, different tools, and sometimes separate crews. Ask whether oven, fridge, cabinets, windows, and garage are included; whether they remove trash; and whether they guarantee a landlord or platform inspection pass. A standard recurring-clean price applied to a filthy move-out usually means either a rushed job or a mid-job price fight. Get the move-out checklist and price in writing before booking.
Red flags
- No liability insurance (or bonding) and refuses to show proof before the first visit.
- Cannot name who will enter your home, or freely uses unscreened day laborers.
- Only cash, no written scope, no receipt, and pressure to decide immediately.
- Quote far below every other bid with no checklist — often a bait-and-switch on “extras.”
- Demands your only house key with no lockbox plan and no accountability for who holds it.
- No re-clean or damage policy; blames “pre-existing” for everything after the fact.
- Repeated last-minute cancellations or different unknown cleaners every visit.
Next-step checklist
- Decide standard vs deep vs move-out scope; write your must-clean rooms and out-of-bounds areas.
- Get written proof of liability insurance (and bonding / workers’ comp if they have employees).
- Confirm who enters the home, screening practices, and keyholding or temporary-code plan.
- Compare at least two written quotes with the same checklist; note flat vs hourly and extras.
- Agree on products (yours vs theirs), pet/allergy constraints, and payment method with receipts.
- After the first clean, walk the checklist within 24–48 hours and use the re-clean window if needed.