Frequently Asked Questions
Cleaning Service FAQs
Sophia’s Cleaning Service has compiled a full list of commonly asked home cleaning questions for your easy reference.
Do you have a house cleaning service question that we didn’t cover? Please feel free to email us any additional questions you may have.
We are always happy to help make your cleaning experience amazing! Visit our team page to learn all about who you will be working with!
What's the easiest way to get a quote and schedule a visit?
For the quickest response and priority scheduling, please complete our easy 2-minute cleaning quote online.
We are happy to provide you with an over-the-phone time estimate or answer any questions, but due to high call volumes, we may not be able to respond to every request we receive immediately. Please email us for a quicker response.
Are you licensed, bonded, and insured?
Sophia’s Cleaning Service is fully licensed, bonded, and insured. Over the last 36+ years, we’ve made it a top priority to protect your home and our cleaners in any circumstance.
How do I prepare for my cleaning?
To prepare, it’s best to remove clutter so we can effectively clean all surfaces. This includes items such as clothing, toys, important documents, personal items and putting dishes in the kitchen sink.
Reducing clutter will help you to get the best possible result during your cleaning. Due to liability issues, your cleaners may not be able to partially clean a cluttered area. Please give us a call at (708) 485-8100 if you have any questions about preparing your space before your cleaners arrive.
What is your cancellation policy?
We require a 48 hour notice for any cancellations to avoid a standard $40 cancellation fee.
Should I have my own cleaning supplies?
We provide all cleaning supplies in the service.
If you wish for us to use any specific cleaning products, we kindly ask you to leave them out for the cleaners with instructions if needed.
What services do you NOT perform?
Currently, we do not book cleanings for dormitories, fraternity/sorority homes, post-party clean-ups, or medical-grade sanitation services for homes, daycares, or doctor/dentist/vet offices.
The following items cannot be completed by our providers: cleaning of chandeliers and other delicate items, wet wiping of light bulbs, bio-hazardous materials (heavy mold, human and animal waste/bodily fluids), junk removal and hoarding, heavy scrubbing of walls, steaming/shampooing carpets, hard to reach areas higher than a two-step ladder, putting away dishes (provider can load dishwasher), and washing exterior surfaces (windows, patios, garages, etc.).
If you have any questions regarding your services, please feel free to contact us by phone at (708) 485-8100 or by email at email@example.com.
What services do you offer?
We currently offer the following services (if you do not find a specific request here, feel free to email us and ask):
- One-Off Cleanings
- Recurring Cleanings: monthly, bi-weekly, weekly, and daily
- Move-In/Move-Out Cleaning Services
- Post-Renovation/ Post-Construction Cleaning
- Next-Day or Last-Minute Cleanings
- Real Estate Pre-Showings
- A Deep Cleaning Before Real Estate Listing Photos
- Office or Commercial Cleanings (One-Off or Recurring Janitorial Services)
- Common Area Cleaning (Condos and Multi-Unit Buildings)
- Senior Cleaning Help
Should I leave a tip?
Tipping is not a requirement and is completely optional but when asked, we recommend 10-20% of the cleaning service (for the team as a whole, not per individual).
Do I need to be home during the cleaning?
No, it is not a requirement and many of our regular clients are not home during cleanings. We please ask that you include instructions on gaining entry to the home when scheduling. You may also provide a key, lockbox or code with instructions.
However, in the case of initial or first-time cleanings, we highly recommend that you are home for the first 5 minutes to do a quick walk-through with your cleaner.
This ensures the best result and allows you to share any last-minute notes in regarding your preferences. We also highly recommend taking a walk-through at the end of the service to check that the areas are done to your satisfaction.
We also ask that you please provide parking instructions if necessary to avoid any tickets (park on the street, park in the driveway, etc.)
What's included in a cleaning?
We understand that your home is unique and that you may have specific preferences regarding your home cleaning.
Since each home cleaning is different, we do our best to customize your service to fit your particular needs. Learn more about what is included in a standard cleaning service visit.
What methods of payment do you accept?
We accept most major credit cards and debit cards including Visa, MasterCard, AMEX, and Discover. We require a credit card to secure the booking. This will not be charged until the day of the cleaning. Unfortunately, we no longer accept cash or check.
We also accept all major credit cards over the phone (we must have the information before your cleaning date). Please feel free to call us if you have any additional questions in regards to accepted payments.
Are home office rooms and dens included?
Yes, our budget for these rooms is similar to a standard bedroom. For the most accurate quote, please count any home offices and dens as an additional bedroom on our cleaning quote form.
Are pets okay?
Absolutely! It is perfectly okay to have pets in the house while we clean.
We know that your pets are important members of your family. Please provide any information regarding your pets that would be helpful for us to know. Although not a requirement, we find it best that they are restricted from the areas we clean. This way, not only will the cleaning be more effective, your pets will feel safer in an undisturbed setting.
If your dog/cat is aggressive in any way, we suggest leaving your pet outside or in a gated area to ensure the safety of our team.
In case you are not home during our clean, we ask that you note how to handle the pet so the team is clear when entering the home.
How long will my cleaning take?
Every home is different and each visit may be different depending on the extra options requested which is why we typically charge an hourly rate.
We try to be as efficient and effective with our time in your home as possible, but if you have any time restrictions you would need us to accommodate, please do not hesitate to ask. A discount is applied for weekly, biweekly and monthly service after the initial cleaning and has a 4 hour minimum (only 2 hour minimum with a team of two).
Do you sell gift certificates?
Absolutely, we are happy to help you give the gift of a clean home to a friend or a loved one.
Do you guarantee your work?
We 100% guarantee our work and will re-clean any areas of concern at no additional cost. Please notify us within 24 hours of the cleaning if any issues do occur and we will be happy to take care of any areas that may have been missed.