18 questions to put on your house cleaning FAQ page

Clients do not call a cleaning company to ask questions. They read, decide, and book the one that already answered theirs. An FAQ page is where those answers live, and it works best when each one is short, specific to your company and honest about limits. The list below covers 18 questions customers ask, with what a good answer must cover and what to avoid promising. For each, write the answer in your own words from how your company runs; this list tells you what to include, not what your policy should be. If you are still building the business, see how to start a cleaning business, and for the site around this page, the house cleaning industry page and our website service show how booking, trust pages and recurring clients fit together.

1. Do I need to be home during the cleaning?

The answer has to cover both options you allow: client at home, or client away with access arranged. Say how first visits work, since some companies prefer the client to be there for a walkthrough. If you take entry through a lockbox, a code or a spare key, link to your key-handling answer. Avoid promising: that no one is ever home or that clients can change access instructions on the day without notice. Tell customers how to give changes (a reply to the confirmation text, for example) and how far ahead you need them.

2. What is included in a standard clean?

Customers compare companies by checklist. List what you do in kitchens, bathrooms, bedrooms and living areas, room by room, and mention anything that surprises people, such as whether you move furniture, wipe baseboards or change linens. Say what a standard clean leaves out and point to the add-ons that cover it. Avoid promising: "everything" or "spotless". A checklist you follow every time is a promise you can keep, and it gives the cleaner and the customer the same reference.

3. What is the difference between a standard clean and a deep clean?

Define each in your own terms, because the industry has no single definition. A good answer lists the extra tasks in a deep clean, such as inside appliances, detailed bathroom work or heavy buildup, and says why it takes longer and costs more. Explain why many first visits are deep cleans even for clients who want recurring service. Avoid promising: that a deep clean will remove every stain or restore surfaces to new. Say what you do when something will not come out, and that you will tell the client rather than keep scrubbing.

4. How do you set the price?

Explain the inputs you use, such as bedrooms, bathrooms, square footage, condition, pets and frequency, and whether the quote is online, by phone or after a walkthrough. Say whether the first clean is priced differently from recurring ones. Keep the answer free of numbers if your rates change, and link to the booking or quote form instead. Avoid promising: a price before you know the home. If you offer instant quotes, state that the final price can change if the home differs from what was entered. Our guide to pricing house cleaning jobs covers how to build those rules.

5. How long will the cleaning take?

Customers want to plan their day. Explain that time depends on the size and condition of the home, the number of people on the team and the type of clean, and give a range based on your own jobs if you can stand behind it. Say whether a team arrives together and whether you give an arrival window. Avoid promising: an exact finish time. Tell clients what happens if you run over, whether you charge for it and how they will know before you do.

6. Are you insured?

This is one of the first things careful clients look for. Say exactly what you carry. Name the kinds of coverage you hold, link to proof such as a certificate of insurance, and explain what clients should do if something is damaged. Check the wording with your insurance agent. Avoid promising: anything you do not have. Use "insured" or "bonded" only if the policy or bond is current, and never imply a license, a certification or a government approval that you do not hold. Our general liability insurance guide explains the coverage in general terms.

7. Who will be coming into my home?

Explain how you hire and train cleaners, whether they are employees or subcontractors, and whether teams stay the same. If you run background checks, say which kind and through whom, in plain terms and only if you do. Your state may regulate how employers use background checks, so confirm yours before you describe the process. Avoid promising: that a person is "fully vetted" or "background checked" without saying what that means. Include how clients meet or hear about the cleaner before the first visit, such as a name and photo in the confirmation text.

8. How do you handle my keys and door codes?

This answer has to be specific, because people are handing over access to their home. Describe how you store codes (in a locked system, not on paper in the van), who can see them, how long you keep them and how clients can change or revoke them. Say what you do about spare keys and lockboxes. Avoid promising: security you cannot show. If codes sit in job notes, say who can read those notes and confirm the office can really limit access before you write it down. Tell clients how to change a code and when you delete the old one.

9. Can I get the same cleaner every time?

Recurring clients want familiarity. Say honestly how often you can match the same person or team, what happens when they are sick, on vacation or have left, and how clients can ask for a change. Avoid promising: the same cleaner forever. Say "we aim to" and describe how you handle the handoff, such as sending the new cleaner the client's preference notes. The answer builds trust because it admits what changes and shows you plan for it.

10. Do you bring your own supplies and equipment?

Say what you bring: products, vacuums, mops, ladders. Say whether clients can ask you to use their own products or avoid certain ones, and how to flag that when booking. If you offer fragrance-free or lower-odor products, name them rather than calling them "green". Avoid promising: that your products are non-toxic or safe for everyone, which are claims about the products' own labels. Link to the safety data for any product you highlight, and tell clients with allergies or sensitivities to say so before the first visit.

11. Is it okay if I have pets at home?

Almost every household has a dog or cat. Explain what you ask of pet owners (secure the pet, tell you about any that bite or escape, leave information about litter boxes) and what you do about pet hair and odors. Avoid promising: that cleaners will handle every animal. Many companies set a rule for aggressive or fearful pets. Say what yours is. Also mention how you handle pet messes, such as vomit or accidents, whether a fee applies and how clients should tell you ahead of time.

12. Do I need to tidy up before you arrive?

This is a polite way of asking what the cleaner will touch. Explain that surfaces and floors need to be reachable, and describe what you do with clutter: tidy light items, skip personal papers, or leave things where they are. Say what you will not move, such as valuables, and why. Avoid promising: that you will organize a home. Organizing is a separate service if you offer it. A clear answer saves the awkward moment when a cleaner walks in and finds a surface they cannot reach.

13. What if I am not happy with the cleaning?

Explain your satisfaction policy in steps: how the client reports a miss (a reply to the follow-up text or a phone number), how fast you respond, and what you redo. State any time limit, for example reporting within a day or two so the problem is still fresh. Avoid promising: unlimited free re-cleans or refunds unless that is truly your policy. A policy you honor beats a generous one you cannot afford. Link to the form or number, and make sure whoever answers it has the authority to schedule the fix.

14. What happens if something is broken or damaged?

People worry about this more than they say. Describe your process: the client tells the office right away and sends photos, and a manager calls back within a stated time. Add a note on how you work with your insurance when needed. Say what you do for minor accidents. Avoid promising: that everything will be replaced or covered. Coverage depends on your policy and the facts, so say "we review it case by case" if that is true, and give the time it takes to respond. Check this answer with your insurance agent before publishing.

15. What is your cancellation and lockout policy?

Put it in plain terms: how much notice you need, whether a fee applies, what counts as a lockout (no access, no one home when access was promised) and how rescheduling works. Customers accept a policy they read before booking. They resent one they discover afterward. Avoid promising: flexibility you cannot deliver, and avoid wording that treats legitimate emergencies as violations. Match the answer to what your customers sign when they book; our guide on what to put in a service contract covers the terms.

16. Do you do move-in and move-out cleaning?

If you do, explain how it differs from a standard clean: empty home, utilities on, a longer checklist and sometimes inside cabinets and appliances. Say whether you coordinate with property managers or agents and what documentation you can give. Avoid promising: that a clean will satisfy a landlord's deposit inspection. Landlords decide that, and each lease differs. Tell clients to ask their landlord for the checklist and send it to you before you quote.

17. How and when do I pay, and are there card fees?

State the payment methods, when payment is due (after the clean or on a card on file) and how recurring clients are billed. If you charge a card surcharge, say so clearly and check the rules for your state and the card networks first, because surcharging is regulated in some places. Link to your card on file and autopay approach if you use one. Avoid promising: that there are no extra fees if there are any. Add-ons, supplies fees and late charges should all be disclosed up front.

18. What areas and days do you serve?

List the towns you serve by name, the days and hours you clean, and how far ahead new clients usually book. Say what you do about holiday weeks and when you take on new recurring clients, since many companies keep waitlists. Avoid promising: same-day availability that you cannot staff. Name real towns, not just a county, because that is how clients search, and keep the list in sync with your Business Profile service areas.

A note on structured data for the page

Put the questions on the page as normal headings and paragraphs first; the visitor is the audience. FAQPage structured data describes the same questions and answers for machines, but it should match what visitors can see. Google's FAQ structured data documentation says FAQ rich results no longer appear in Google Search as of May 2026, so do not add markup in the hope of getting extra space in results. If your site builder adds it, check that the questions in the markup match the page. Our schema markup guide covers how to add and test it.

Where to start

Write the whole page in an afternoon, but publish the three answers that stop the most bookings first:

1. Item 7, who comes into the home. Trust is the first barrier for a new client.
2. Item 2, what is included. A checklist answer prevents most disputes.
3. Item 15, cancellation and lockout. Say it before the booking, not after the first missed visit.

Then add the rest as customers ask. Keep a list of every question your office hears on the phone for a month; those are your real FAQ. A list of house cleaning marketing ideas shows where to send people once the page is done.

Frequently asked questions