Frequently Asked Questions — Commercial Cleaning Services
Find answers to common questions about commercial cleaning, janitorial services, pricing, scheduling, and service requirements.
Is UpClean Solutions bonded and insured?
Yes. UpClean Solutions maintains applicable bonding and insurance coverage, subject to the Terms of Service.
How does Instant Cleaning Pricing work?
Simply answer a few questions about your business or facility. Our Instant Pricing System uses the information you provide about your property, cleaning needs, and selected service options to provide a clear, customized price.
How long does it take to get my cleaning price?
You can receive your cleaning price in approximately 60 seconds by completing the Instant Pricing form.
Do I need to call to get my cleaning price?
No. No phone call is required. You can complete the Instant Pricing form online at your convenience.
Is there an obligation to book after receiving my price?
No. You can review your pricing options without any obligation to book a cleaning service.
Are there any hidden fees?
No. We provide transparent pricing with no hidden fees based on the information and service options you select.
Are there service scheduling fees?
No. There are no service scheduling fees.
Can I choose my cleaning schedule?
Yes. We offer flexible scheduling so you can select a schedule that works for your needs.
Are there cancellation fees or penalties?
No. There are no booking cancellation fees or penalties.
Is my information saved when I request pricing?
Your information is not saved unless you choose to book your service or click “Save.”
Will I be contacted after requesting a price?
Simply requesting a price does not mean you will be contacted. You can review your pricing options without being contacted simply because you requested a price.
Is customer satisfaction guaranteed?
Yes. We stand behind our Customer Satisfaction Commitment, subject to the Terms of Service.
Do I need a site survey?
A site survey may be required depending on the property, service requirements, access conditions, Scope of Work (SOW), staffing needs, or other details necessary to finalize or confirm the requested services.
Are additional areas automatically included if discovered during service?
No. Areas, tasks, square footage, labor, equipment, or other requirements outside the approved Scope of Work may require additional pricing and Customer approval before additional services or adjustments are performed.
What happens if the facility's actual condition differs from the information provided?
If actual property conditions, service requirements, property size, cleaning areas, access conditions, or Scope of Work materially differ from the information provided, UpClean Solutions may adjust service details or pricing, subject to Customer approval where applicable.
Does the commercial ProClean Package include supplies and equipment?
The selected ProClean Package includes the standard supplies, materials, and equipment reasonably necessary to perform the booked service, along with HEPA-filtered vacuuming, the applicable Customer Satisfaction Commitment, service support, and other identified package benefits, unless otherwise stated in the approved service description or Scope of Work.
What happens if the facility does not have water or electricity?
Customers are responsible for ensuring required utilities are available before service begins. If required water or electricity is unavailable, inaccessible, or not functioning and the service cannot reasonably be performed, the appointment may be cancelled or rescheduled.
What access does UpClean Solutions need?
Customers must provide accurate and working access information and ensure the property is accessible at the scheduled service time. Access may include building management access, lockboxes, smart locks, keys, temporary access codes, or other authorized entry methods.
Who is responsible for commercial property access authorization?
The Customer is responsible for ensuring that UpClean Solutions has lawful and authorized access to the property and that the access information provided is accurate and working.
Are high areas included in standard commercial cleaning?
Not automatically. Technicians are not permitted to climb above the second step of a step stool during standard cleaning. High or elevated areas requiring specialized access may require High Dusting Services, including services up to 40 feet, at additional charges.
What safety conditions can affect commercial service?
Biohazards, mold concerns, hoarding conditions, severe or abnormal buildup, structural or electrical hazards, aggressive or unsafe animals, chemical hazards, security concerns, and other unsafe conditions may affect whether service can be safely performed.
Can UpClean Solutions refuse or stop service because of unsafe conditions?
Yes. UpClean Solutions may suspend, refuse, modify, reschedule, or discontinue services when conditions present an unreasonable safety risk or prevent the service from being safely performed.
Are specialty services automatically included in commercial cleaning?
No. Specialty cleaning services, products, materials, equipment, treatments, or other services outside the approved Scope of Work may require separate approval and additional charges.
Can commercial customers request special cleaning instructions?
Yes. Customers may request special cleaning services, service notes, or accommodations before service begins. Requests are subject to review and approval.
What happens if the facility has restricted or off-limit areas?
Customers should identify off-limit areas and communicate clear instructions and boundaries before service begins so the cleaning team can perform the approved Scope of Work appropriately.
What should commercial customers do with valuables and sensitive information?
Customers should secure or remove cash, checks, mail, paperwork, keys, sensitive documents, electronics, and other valuables or sensitive materials before the cleaning team arrives.
What should I do if I have a concern about completed commercial service?
Contact UpClean Solutions within 12 hours of service completion so the company can evaluate the concern and determine an appropriate resolution.
How are commercial services billed?
Available billing options may include Per-Service Billing (Pay-As-You-Go) and a 1-Year Service Agreement – Fixed Service Rate & Monthly Payment, when applicable to the requested service.
Can the commercial Scope of Work be changed?
Yes. Customers may request changes to the Scope of Work, but changes must be reviewed and approved and may affect pricing, labor, scheduling, equipment, materials, or service requirements.
Can commercial services be customized?
Yes. Commercial cleaning programs may be customized based on the property’s size, areas, condition, occupancy, operating requirements, cleaning frequency, Scope of Work, and other service-specific needs.
Does UpClean Solutions charge a fee if a scheduled appointment cannot be performed due to certain circumstances?
The $50 Appointment Hold & Dispatch Fee may apply when a scheduled appointment cannot be performed due to circumstances within the Customer’s control, such as a missed appointment, denied or unavailable access, unsafe conditions, aggressive or unsafe pets, unavailable required utilities, or other conditions that prevent safe or reasonable service.
Do I need to provide my own cleaning equipment or supplies?
No. UpClean Solutions provides the standard cleaning supplies, materials, and equipment reasonably necessary for the approved service. Customer preferences may be considered when reasonably practicable and safe, unless otherwise agreed in the approved service description or Scope of Work.
Is my payment information secure?
Yes. UpClean Solutions uses Stripe to process online payments through a secure payment infrastructure designed to protect payment information. Stripe uses industry-standard security measures, including PCI DSS Level 1 certification, encryption, tokenization, and fraud-prevention tools.
Is Stripe PCI DSS compliant?
Yes. Stripe is a PCI DSS Level 1 certified payment service provider, the highest level of PCI certification available for payment service providers.
Is my payment information encrypted?
Yes. Stripe protects payment data in transit using TLS 1.2 and secure HTTPS connections. Stripe also uses encryption to protect stored payment information.
What payment information should I provide to UpClean Solutions?
Payment information should only be entered through the secure payment process provided by Stripe. Do not send credit card numbers, security codes, passwords, or other payment credentials by email, text message, or other unsecured communication methods.
What happens to my payment information when I pay?
When you pay through Stripe, your payment information is processed through Stripe’s secure payment infrastructure.