Cleaning Business FAQ Answers: A Template You Can Adapt

Cleaning customers ask a lot of the same questions before they book. Having clear, written answers helps in three places: your website FAQ page, your saved WhatsApp or email replies, and your own staff training. Below is a template covering the questions cleaning businesses get most often. Fill in the [brackets] with your actual policies. If a policy doesn't exist yet, this is a good moment to decide one.

Pricing and quotes

How much does a clean cost?

Our regular cleans start from [$X] for a [1-bedroom] home. Price depends on the number of bedrooms and bathrooms, the condition of the home, and any extras. Send us those details and we'll give you a fixed quote before booking.

Do you charge by the hour or by the job?

We charge [a fixed price per job / an hourly rate of $X with a minimum of Y hours]. You'll know the price before we start.

What's the difference between a regular clean and a deep clean?

A regular clean covers [dusting, vacuuming, mopping, kitchen surfaces, bathrooms]. A deep clean adds [inside cupboards, skirting boards, oven, behind appliances, grout scrubbing]. We usually recommend a deep clean for the first visit.

Do you do end-of-lease / bond cleans?

Yes. Our end-of-lease clean follows [a standard checklist / the checklist your property manager provides]. [If you offer a re-clean guarantee, state its exact terms and time limit here.]

Supplies and equipment

Do you bring your own supplies?

Yes, we bring all products and equipment. If you'd prefer we use your products (for example eco-friendly or allergy-safe ones), just let us know.

Are your products safe for kids and pets?

We use [describe products]. If anyone in your home has allergies or sensitivities, tell us before the clean and we'll adjust.

Access, keys and security

Do I need to be home?

No. Many clients give us a key or door code. Keys are [stored securely / coded so they can't be linked to your address]. You're also welcome to be home.

Are your cleaners insured and vetted?

[Only state what's true: e.g. "We hold public liability insurance with [insurer]" and "All staff complete a police check."]

Pets and special requests

I have pets. Is that OK?

Absolutely. Let us know what pets you have and whether they should be kept in a particular room. Heavy pet hair may need extra time, which we'll mention in your quote.

Can you do laundry, windows or ovens?

We offer these extras: [list with prices]. Add them when you book.

Booking, rescheduling and cancellations

How do I book?

Message us with your address, home size, type of clean and preferred date. We'll confirm a time and price.

What's your cancellation policy?

Please give us at least [24/48] hours' notice to cancel or reschedule. Late cancellations may incur a fee of [$X], because we've reserved that time for you.

How often should I book?

Most clients choose weekly or fortnightly. [If you offer a discount for regular bookings, state it here.]

Quality and complaints

What if I'm not happy with the clean?

Tell us within [24 hours] and we'll come back to fix the areas you're not happy with [at no charge]. Photos help us understand the issue.

What if something gets broken?

Accidents are rare, but if something is damaged, tell us straight away and we'll [describe your process].

Payment

How do I pay?

We accept [bank transfer / card / cash]. Payment is due [on the day / within X days of invoice].

Tips for writing your FAQ

• Be specific. "24 hours' notice" is clearer than "reasonable notice".
• Only promise what you do. Don't claim insurance, police checks or guarantees you don't have.
• Keep answers short. Two or three sentences each.
• Reuse everywhere. Put the same answers on your website, in your WhatsApp quick replies and in your booking confirmation emails, so customers hear one consistent message.
• Update it. When prices change, update every copy.

A good FAQ won't replace talking to customers, but it answers the routine questions so your conversations can focus on booking the job.