Frequently Asked Questions — Residential Cleaning Services

Find clear answers to common questions about residential cleaning services, pricing, scheduling, service options, and policies.

Is UpClean Solutions bonded and insured?

Yes. UpClean Solutions maintains applicable bonding and insurance coverage, subject to the Terms of Service.

Simply answer a few questions about your home, 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.

You can receive your cleaning price in approximately 60 seconds by completing the Instant Pricing form.

No. A phone call is not required. You can complete the Instant Pricing form online at your convenience.

No. You can review your pricing options without any obligation to book a cleaning service.

No. We provide transparent pricing with no hidden fees based on the information and service options you select.

No. There are no service scheduling fees.

Yes. We offer flexible scheduling so you can select a schedule that works for your needs.

No. There are no cancellation fees or penalties when you cancel before the cleaning team arrives or the scheduled service begins.

Your information is not saved unless you choose to book your service or click “Save.”

Simply requesting a price does not mean you will be contacted. You can review your pricing options without being contacted solely because you requested a price.

Yes. UpClean Solutions conducts background checks as part of its cleaner screening process, subject to applicable laws and requirements.

The Residential 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.

Yes. Customers should review the applicable cleaning checklist and Scope of Work before booking or purchasing services because they identify the areas and tasks included in the selected service.

Yes. Customers may cancel a scheduled service without a cancellation fee before the cleaning team arrives or the scheduled service begins.

Yes. Customers may reschedule without a rescheduling fee, subject to service availability.

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.

Customers must disclose pets that may be present and secure, supervise, restrain, or otherwise manage them as necessary to maintain a safe working environment. Customers are also responsible for preventing pets from escaping through doors, gates, windows, or other openings used during service.

No. Standard cleaning does not include animal waste, litter boxes, urine, feces, vomit, or other biohazardous pet-related materials unless specifically approved as an additional service.

No. Washing dishes, loading or unloading dishwashers, and putting dishes or kitchenware away are not included in standard cleaning. Dish-cleaning services may be requested separately and may require additional approval and charges.

Yes. Customers are responsible for ensuring the property has running water, working electrical outlets, and safe access to utilities required for the approved service.

Standard cleaning technicians are not permitted to climb above the second step of a step stool. Areas that cannot be safely reached with standard cleaning equipment may require High Dusting Services, including services up to 40 feet, at additional charges.

Yes, when approved. Customer-provided products may be used when UpClean Solutions determines they are reasonably safe for use. The Customer is responsible for damage, adverse reactions, staining, deterioration, or other issues caused by Customer-supplied products.

No. UpClean Solutions does not use bleach in standard cleaning services.

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.

Customers should secure or remove cash, checks, mail, paperwork, keys, sensitive documents, jewelry, electronics, and other valuables before the cleaning team arrives.

Customers should report suspected damage as soon as reasonably possible and, when possible, within 12 hours of service. UpClean Solutions personnel are expected to use reasonable care when handling items within the approved Scope of Work, and applicable claims are subject to the company’s insurance, bonding, and claim requirements.

Customers should immediately report any incident or accident occurring during service to UpClean Solutions. For a life-threatening emergency, including serious injury, fire, or severe chemical exposure, call 911 immediately.

Customers should notify UpClean Solutions of concerns regarding a completed service within 12 hours of service completion so the company can evaluate the concern and determine an appropriate resolution.

No. Cleaning services are intended to clean and maintain surfaces and are not automatically restoration services. Neglected, damaged, permanently stained, worn, deteriorated, or permanently discolored surfaces may not be restorable through standard cleaning.

Yes. Customers will receive a booking confirmation by email after the appointment is scheduled. UpClean Solutions may also contact the Customer the day before the appointment and may provide an additional notification when the team is on the way.

UpClean Solutions may refuse, suspend, modify, reschedule, or discontinue service when conditions create an unreasonable safety risk or prevent the service from being safely performed.

Yes. Standard Short-Term Rental Cleaning and Premium Guest-Ready Short-Term Rental Cleaning may be provided for properties listed on platforms such as Airbnb, Booking.com, Houfy, and Vrbo, subject to service availability and the approved Scope of Work.

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.

Yes. Stripe is a PCI DSS Level 1 certified payment service provider, the highest level of PCI certification available for payment service providers.

Yes. Stripe protects payment data in transit using TLS 1.2 and secure HTTPS connections. Stripe also uses encryption to protect stored payment information.

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.

When you pay through Stripe, your payment information is processed through Stripe’s secure payment infrastructure.