Frequently Asked Questions
Your questions matter — and we’re here to make your cleaning experience simple, stress-free, and transparent. Find quick answers to the most common questions about our services, scheduling, payments, and policies.
Still need help? Contact us anytime — our team is happy to assist.
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General Questions
What areas do you serve?
We proudly serve homes and businesses across Delaware, Pennsylvania, New Jersey, and Maryland, covering all counties within our service region. If you’re unsure whether we cover your location, visit the Supple Cleaning Areas page.
What types of cleaning services do you offer?
We offer a full range of residential and commercial cleaning services, including:
- Standard/recurring cleaning
- Deep cleaning
- Move-in / move-out cleaning
- Post-construction cleaning
- Airbnb / short-term rental turnovers
- Office and commercial cleaning
- Specialty add-on services (inside fridge, oven, windows, baseboards, garage cleaning, etc.)
Visit our services page to see what is included in each service.
Do you bring your own cleaning supplies and equipment?
Yes. We provide all cleaning supplies and equipment, including eco-friendly products. If you prefer us to use your products due to allergies or sensitivities, just let us know.
What is required of me in order to have a clean performed?
We are committed to providing you with exceptional cleaning services and leaving your house in immaculate condition. To ensure that we deliver the highest quality of service possible, we kindly request that you prepare for our arrival by putting away any items that could obstruct us from cleaning specific areas, such as loose papers, toys, and other objects. Please make sure that all dishes are put away to enable us to clean your kitchen thoroughly. Also, kindly ensure that any sensitive materials are stored away.
All customers are required to have the following amenities available:
– Air conditioning & heat for a comfortable working environment.
– Running water with access to it.
– Electricity with functioning lightbulbs throughout the home (cleaning cannot be performed in the dark).
Do I need to be on Site during the cleaning?
No. Most clients provide access via:
- door lock code
- key
- realtor lockbox
- concierge/front desk (commercial buildings)
Are your cleaners background-checked?
Absolutely. All cleaners are:
✔ Fully background-checked
✔ Trained and experienced
✔ Insured
✔ Professional and reliable
Are you insured and bonded?
Yes. Supple Cleaning is fully insured and bonded for your peace of mind.
Do you offer same-day or next-day service?
When availability exists — yes. Contact us directly for urgent cleaning needs.
What don’t you clean / do ?
We do our best to meet the needs of our clients; however, there are some things we are unable to do:
- Carpet Cleaning and tile and grout cleaning are not included in the standard cleaning package. If you would like a quote we would be happy to quote as this is a separate service.
- Clean biohazards (blood, mold, bodily fluids) – This we can handle however pricing is different as we need to send a trained crew .
- Remove high levels of trash/debris
- Clean up pet waste
- Clean inside washer/dryers
- Clean inside dishwashers
- Clean cat litter box (including excess on floor)
- Use our vacuum on pet soiled carpet
- Clean insects/rodents/rodent droppings
- Clean hard to reach or high areas that are not accessible with our extension duster
- Clean fully stocked refrigerators/freezers (we will be happy to clean if emptied)
- Guarantee the results of blind dusting
- Wash/load/put away dishes
- Empty diaper genies/diaper pails
- Wipe light bulbs and delicate glass fixtures
- Use homemade cleaning products
- Move furniture
- Change linens
- Step higher than a 3 step stepladder
- Wash walls, scrub walls, scrub baseboards.
- Closets unless when performing move in /move out clean
Safety, Health and Trust
Do you use eco-friendly products?
Yes, we use safe, non-toxic, and eco-friendly options, unless chemical-grade cleaners are needed for heavy sanitation.
Can I trust Supple Cleaning’s professional?
Absolutely! We pride ourselves on maintaining trusting relationships with our customers. All of our professionals are interviewed in-person and pass a rigorous nationwide background check.
Does your staff undergo background checks?
Absolutely! We run a strict nationwide background check on all applicants as the last step in our pre-screening process.
How do you handle Breakage?
Supple Cleaning cannot be held responsible for damage caused by unstable items such as pictures not hung securely, items with unstable bases, floating shelves, or improperly secured items. The client is responsible for cleaning curio cabinets, figurines, glassware, and items of extreme or sentimental value. If a cleaner breaks an item, Spotless Cleaning will pay up to $100 per item or the replacement cost with verified value. The client must save the broken item for inspection.
Is my billing information safe?
Yes! We have 3 layers of protection in place to ensure your information is not compromised. First, our booking page is protected by extended SSL certification. Secondly, our booking form has it’s own layer of 256 bit security. Third, credit card transactions are processed by Stripe and is layered in their own 256 bit security protocol. We never store your credit card information (only a token that allows us to charge the card). We promise your information is safe and secure.
How do you ensure my home is secure?
We take home security extremely seriously. All Supple Cleaning team members are fully vetted, background-checked, and trained to follow strict privacy and security procedures. Any keys, lock codes, or access instructions you provide are kept confidential and used solely for your scheduled service. We also follow secure scheduling and communication protocols to ensure only authorized personnel have access to your home. Your trust and safety are our top priorities.
Booking & Scheduling
Do you work on weekends?
Yes! Supple Cleaning provides cleaning services on weekends and holidays to accommodate your schedule and minimize disruption to your space.
Can I request a custom cleaning task not listed?
Absolutely, just tell us what you need. We’re flexible and can customize any cleaning plan.
How far in advance should I schedule?
We recommend booking 1–2 weeks in advance, especially for weekends. Deep cleans and move-out services fill up quickly, so earlier is better.
What is your cancellation policy?
We require at least 48 hours’ notice for cancellations or rescheduling. Late cancellations will incur a fee to compensate our cleaners. Late cancellations are subject to a 50% charge of the scheduled cleaning cost.
Can I reschedule a cleaning?
To reschedule, please notify us at least 48 hours prior to your appointment. Rescheduling requests made within 48 hours cannot be accommodated.
Pricing & Policies
How do you determine pricing?
Pricing is based on:
- Property size (sq. ft. or bedroom/bath count, offices count)
- Type of cleaning
- Condition of the home
- Add-on services requested
Every property is different, so quotes are customized. While we consider several factors when providing an initial estimate over the phone, our cleaning technicians may find it necessary to allocate additional time to complete the full scope of service in your home. We will contact you one hour before the scheduled completion of your initial cleaning to discuss any unforeseen circumstances. Should extra time be required due to factors such as extensive dirt or a large number of decorations, you will have the choice to approve the additional time or adhere to the original estimate. Rest assured, we will never charge your card for any extra time without your explicit consent.
What forms of payment do you take?
We take debit and credit cards. We do not take cash, checks, Zelle, Venmo or any other forms of payment. Business invoicing (for commercial clients)
Do you require a deposit?
Full payment is required at the time of booking to confirm your cleaning service. This policy ensures your appointment is reserved and allows us to properly schedule our staff. By completing the payment, you agree that Supple Cleaning, its owners, employees, partners, associates, and heirs are protected from any liability or claims arising from the provision of services, except where prohibited by law. This includes, but is not limited to, property damage, personal injury, or other unforeseen incidents that may occur during the service. Your prompt payment helps us maintain reliable scheduling and quality service for all of our clients.
Can I pay your providers?
No. Please do not pay our cleaning staff directly. All payments must be made through Supple Cleaning at the time of booking. This ensures proper scheduling, accountability, and protects both you and our staff. Paying our providers directly may result in unauthorized service and liability issues, so all transactions must go through our official payment channels.
What is your cancellation policy?
We require at least 48 hours’ notice for cancellations or rescheduling. Late cancellations will incur a fee to compensate our cleaners. Late cancellations are subject to a 50% charge of the scheduled cleaning cost.
Do you offer flat-rate or hourly pricing?
We offer both:
– Flat rate for standard, deep, and move-in/out cleanings
– Hourly for custom projects or special requests
Are there any extra fees I should know about?
Only if applicable, such as:
– Extra-large homes
– Heavy pet hair
– Excessive clutter
– Deep grime buildup
We always disclose fees upfront before starting.
Do you clean with other contractors on the property?
No we do not clean while other contractors are in the home. Please do not schedule our cleaning on a day that you plan to have cable company, moving company, any type of contractors in the home .
If we show up to a clean and there are other contractors in the home, we will leave and you will have to pay the clean in full.
Quality Control
All cleanings must undergo inspection before our team departs the premises. We do not provide re-cleaning services. If you are absent during the cleaning, you have 24 hours to notify us of any concerns, and we will credit you up to $25 towards your next cleaning.