Home & Office Cleaning FAQs

Our FAQ section addresses common questions about our services, scheduling, and pricing to ensure you have all the information you need. If you have any further inquiries, feel free to reach out, and we'll be happy to assist!

Frequently ask questions

Commercial Cleaning
Residential Cleaning

Every commercial client is assigned a dedicated customer manager who serves as your single, reliable point of contact from day one. This person is responsible for overseeing your account, coordinating scheduling, addressing any issues, and making sure your service consistently meets your expectations. You won't be passed around between departments or left waiting for answers. We believe responsive communication is just as important as the quality of the cleaning job itself, and our structure reflects that. Your customer manager is reachable directly, knows your facility's needs, and is accountable for your experience. It's one of the key ways Cleaning Master makes commercial cleaning genuinely stress-free. Get in touch today to get started.

Absolutely. Our commercial contracts are built to be flexible, and adding services is a straightforward process. We offer dedicated disinfection services using hospital-grade solutions, which can be scheduled as a standalone treatment or folded into your regular cleaning rotation. This is a popular option for healthcare facilities, gyms, schools, and high-traffic offices where pathogen control is a priority. Beyond disinfection, we also offer post-construction cleaning, deep cleaning, and other specialty services that can be added as needed. Talk to your account manager about what you'd like to include, and we will update your service plan accordingly without disrupting your existing schedule.

We treat every commercial space with discretion, but we understand that certain areas, such as executive offices, server rooms, legal departments, or research spaces, require extra care and stricter access protocols. Before services begin, we work with your team to identify any zones that require restricted access, limited staff entry, or additional oversight. Only pre-approved team members with appropriate clearances will enter these areas, and all our staff sign confidentiality agreements as part of their onboarding. If you need us to avoid certain areas entirely, that can be built into your service plan. Your privacy and your clients' privacy are never taken lightly.

Yes, all of our cleaning professionals arrive in uniform and carry identification. This is a basic but important part of how we operate, particularly in commercial settings where building security and staff accountability matter. Knowing who is in your space, and being able to verify that at a glance, gives facility managers and business owners real peace of mind. Our uniforms also make it easy for your team and building security to quickly identify our staff during a visit. Cleaning Master takes professionalism seriously at every level, from the quality of the cleaning job itself to the way our team presents and conducts themselves on-site.

Yes. All products used by our teams meet relevant safety and compliance standards, including OSHA guidelines for commercial environments. We use professional-grade cleaning agents that are effective without being unnecessarily harsh on surfaces, people, or air quality. For specialized environments such as healthcare facilities, gyms, or food-service spaces, we select products appropriate to those specific compliance requirements. Safety Data Sheets are available for the products we use, and our staff is trained in proper handling and application. If your facility has specific product restrictions or preferences, whether due to allergies, certifications, or regulatory requirements, let us know, and we will accommodate those needs.

Rate stability is something we know matters to businesses managing tight operational budgets. Our commercial contracts are designed to provide pricing clarity for the duration of the agreement, so you aren't caught off guard mid-contract. Any potential rate adjustments are communicated in advance and tied to clearly defined circumstances, such as a significant increase in the scope of work or a contract renewal period. We believe long-term client relationships are built on trust, and that includes being straightforward about cost. If you have concerns about pricing stability, this is something to address and agree on in writing before your contract begins.

This depends on the scope of your service agreement, so it is worth clarifying upfront. Cleaning supplies and equipment used during the cleaning process are typically included in your service cost. However, consumables like paper towels, toilet paper, hand soap, and similar restroom or breakroom products are generally treated separately, since usage varies considerably by facility. We can discuss supply management as part of your contract if you'd prefer a more all-inclusive arrangement. Cleaning Master believes in transparent pricing, so everything will be clearly outlined before you sign anything. No one likes unexpected charges, and we make sure you understand exactly what is covered.

We aim to make the administrative side of your cleaning contract as straightforward as possible. For commercial accounts, we accept a range of payment methods, including major credit cards, ACH bank transfers, and standard invoicing arrangements for established clients. Billing cycles can be structured on a weekly, biweekly, or monthly basis, depending on what works best for your business. Our goal is to reduce any friction and keep your account running smoothly without unnecessary back-and-forth. If your organization has specific invoicing requirements or needs to work through a procurement process, let us know, and we will make the necessary accommodations.

We offer flexible pricing structures to suit different commercial clients and facility types. Depending on your situation, pricing can be structured as a flat rate per visit, a per-square-foot rate, or on an hourly basis. The right model depends on the size of your space, the frequency of service, and the scope of work involved. Cleaning Master is transparent about pricing, with no hidden fees or surprise charges. We provide clear quotes upfront so you always know what to expect. To get an accurate estimate for your specific commercial space, reach out to us, and we will put together a customized proposal.

Yes, documentation is an important part of how we maintain accountability and transparency with our commercial clients. Depending on your service agreement, we can provide visit logs, task completion reports, and records of any issues noted during a cleaning session. This is particularly valuable for facilities with compliance requirements, such as healthcare spaces, gyms, or food-adjacent commercial environments. Good documentation also helps us identify patterns and continuously improve our service. If your organization requires specific reporting formats or needs documentation integrated into a facility management system, discuss this with your account manager so we can tailor the process to your workflow.

We understand that unexpected situations don't follow a schedule, and we do our best to accommodate urgent cleaning requests whenever operationally possible. Whether you're dealing with a spill, an unplanned inspection, or a last-minute event, reaching out to us directly is the fastest way to explore availability. Cleaning Master serves commercial clients across Manhattan, Brooklyn, Queens, Staten Island, and Hudson County, NJ, and our team's size means we often have the flexibility to respond quickly. Same-day availability depends on current scheduling, so we recommend contacting us as early in the day as possible for the best outcome. We will do our best to accommodate your wishes.

Your satisfaction is our benchmark, and we don't consider a job complete until you're genuinely happy with the results. If something doesn't meet your expectations after a visit, contact your dedicated customer manager right away, and we will arrange a return visit to address the issue promptly. We don't make this process difficult or bureaucratic. Clear communication is central to how we work, and we take every piece of client feedback seriously. Our 99% satisfaction rate across tens of thousands of clients reflects a genuine commitment to getting things right, and when something falls short, we act quickly to correct it.

Consistency is one of the pillars of how we operate, and it doesn't happen by chance. We use documented cleaning checklists tailored to your specific facility, so every visit follows the same thorough process regardless of which team member is on-site. Supervisory checks are conducted regularly, and clients are encouraged to provide feedback after each service. Cleaning Master assigns dedicated teams to commercial accounts wherever possible, which means the people cleaning your space become familiar with your layout, priorities, and preferences over time. This familiarity, combined with our quality control processes, is what keeps our client satisfaction rate consistently at 99%.

Yes, and this is one area where our operational capacity genuinely sets us apart from smaller cleaning providers. Whether you're hosting a corporate event, preparing for a busy retail season, or managing increased foot traffic at a hotel or entertainment venue, we can quickly deploy additional staff and resources to meet demand. Our teams are experienced across a wide range of commercial environments throughout New York City, so scaling up is a straightforward process, not an afterthought. Just give us advance notice of your needs, and we will build a schedule and staffing plan that keeps your space spotless throughout.

Security is something we take seriously across every property we service. Before any work begins, we coordinate directly with your facilities or operations team to understand your access requirements, entry protocols, and any restricted zones. Keys, key cards, and access codes are handled by authorized team members only and are never shared or stored insecurely. Our staff sign confidentiality agreements and undergo full background checks before they ever set foot on a commercial property. Access logs are maintained for accountability, and any changes to your security setup can be accommodated with advance notice. Your building stays protected every step of the way.

Yes, off-hours cleaning is something we accommodate regularly for commercial clients across New York City. Many businesses prefer their facilities cleaned early in the morning before staff arrive, late in the evening after closing, or over the weekend to avoid any disruption to daily operations. We work around your schedule, not the other way around. If your building has specific access requirements, security check-in procedures, or time-restricted entry windows, we coordinate with your facilities team in advance to make sure everything runs smoothly. Just provide us with the relevant access details and any building protocols, and we will make sure our team is prepared well before the first visit.

A Certificate of Insurance is a document that verifies our insurance coverage and confirms that your business is protected if something goes wrong during a cleaning visit. It typically outlines our general liability coverage, workers' compensation, and bonding details, and can name your organization as an additional insured if your building or property management requires it. Many commercial landlords, property managers, and corporate clients require a COI before granting facility access, which is entirely standard practice. Yes, we can provide one. Just let us know the specific requirements when you're setting up your account, and we will have the documentation ready before your first scheduled visit.

All of our commercial cleaners are direct employees, not independent contractors or workers sourced through a third-party agency. This is a meaningful distinction that directly affects the consistency and accountability of your service. Because we hire, train, and manage our team internally, we control the standards they work to and the conduct they're held to on your property. It also means they are covered under our insurance and bonded, which matters when they are operating inside your commercial facility. You're not getting a rotating cast of unfamiliar faces with no accountability structure. You're getting a professional team that answers directly to Cleaning Master.

Our onboarding process is designed to be thorough without being time-consuming on your end. It typically begins with a consultation to understand your facility, your cleaning priorities, your schedule requirements, and any specific protocols we need to follow. From there, we put together a customized service plan and walk you through it before anything is finalized. Once you're ready to move forward, we handle the logistics of staffing, access coordination, and supply setup. Your dedicated customer manager is involved from day one and remains your primary point of contact throughout. Most clients find the transition straightforward, and we work hard to make sure the first visit sets the right tone.

Not necessarily. We understand that flexibility matters to businesses, and we structure our commercial agreements accordingly. While many of our clients choose longer-term contracts because they offer pricing stability and scheduling consistency, we also work with clients on shorter arrangements depending on the scope and nature of the work. The right contract length really depends on your facility's needs, how frequently you require service, and how predictable your cleaning demands are. Whatever arrangement we agree on, everything is clearly outlined in writing so there are no surprises. Reach out to discuss your situation, and we'll put together an agreement that genuinely works for your business.

We work with offices, hotels, retail spaces, showrooms, studios, medical/health offices (non-clinical), gyms/yoga studios, and other light commercial spaces. If you’re not sure whether your facility fits, just ask us.

Yes. We regularly service clients with daily, several-times-per-week, and weekly schedules. After-hours and evening cleanings are available so we don’t interrupt your business operations.

A standard commercial/office service may include:

Dusting and wiping desks and surfaces (excluding personal items unless requested)

Vacuuming and mopping floors

Cleaning bathrooms (toilets, sinks, mirrors, restocking basic supplies if provided)

Kitchen/break room cleaning

Trash removal and liner replacement

High-touch surface disinfection (door handles, switches, etc.)

The exact scope is customized to your facility and agreed in advance.

Yes, we can fully supply all cleaning products, tools, and equipment. Some clients prefer to provide their own consumables (trash bags, paper products, soap, etc.). We can work with either model and specify it clearly in your agreement.

We use clear checklists and scope of work for each site. Cleaners clock in and out, and we can take photos after each cleaning if requested. You will also have a dedicated point of contact/manager for feedback and adjustments.

Yes. In addition to regular maintenance cleaning, we can perform:

Deep cleans

Post-construction / post-renovation cleaning

Move-in / move-out cleaning

Floor care (scrubbing, buffing, etc., depending on surface)

These services are usually quoted separately from regular maintenance.

Requesting a re-clean is simple. If your cleaning falls short of expectations, contact us within 24 hours of your appointment by phone or email and let us know which areas you'd like revisited. Our team will follow up promptly to schedule the return visit at a time that works for you. You won't need to fill out forms or go through a lengthy process. Clear communication is all it takes. We appreciate honest feedback because it helps us improve and ensures our team is held to the right standard. Don't hesitate to reach out if something isn't right. We want the chance to make it better.

We stand behind every cleaning we perform. If you're not satisfied with any aspect of your service, contact us within 24 hours of the cleaning job, and we will schedule a free re-clean of the areas that did not meet your expectations. Our satisfaction guarantee reflects the confidence we have in our team and the standards we hold them to. We don't make the process complicated because we genuinely want you to be happy with the results. This commitment is part of why so many of our clients become long-term regulars. A clean home should feel like a relief, not a source of frustration, and we take that seriously.

If our cleaner arrives and is unable to access your home due to a lockout, we will attempt to reach you immediately. If we cannot get in touch within a reasonable window and the appointment cannot proceed, a lockout fee may apply to cover the time and travel already committed by our team. To avoid this situation, make sure your entry arrangements are confirmed before your appointment day. Whether you're leaving a key with a neighbor, using a lockbox, providing a door code, or planning to be home, just make sure we have accurate access information on file. It's a small step that prevents a frustrating and avoidable situation for everyone.

We understand that you may need to cancel an appointment, and in such cases, we request that you let us know at least 24 hours before the scheduled appointment. If you cancel below this time, we may have to charge you a fee, as our team would have already made plans for your visit. We try to be reasonable about genuine emergencies, so if there are changes in your plan, let us know as soon as possible, and we will try to accommodate you. For recurring clients, we track cancellation patterns to ensure our scheduling remains fair and sustainable for everyone. Clear communication goes a long way in keeping things running smoothly.

Tipping is never expected, but it is always genuinely appreciated by our team. Our cleaners work hard to deliver a thorough, high-quality result every visit, and a tip is a wonderful way to recognize that effort directly. If you'd like to leave a gratuity, you're welcome to do so in cash at the time of the visit or through your account if a digital option is available. There's absolutely no obligation, and your cleaner will continue delivering the same level of service regardless. If you want to show appreciation in another way, leaving a positive review online also means a great deal to the individuals on our team.

The pending charge you see the night before your appointment is a standard pre-authorization, not an actual deduction from your account. We place this temporary hold to verify that the payment method on file is valid and has sufficient funds before our team travels to your home. It's a routine step used across many service-based businesses and is similar to the process hotels use at check-in. The actual charge is only processed once your cleaning is complete. If the pending amount looks different from what you expected, feel free to reach out before your appointment, and we'll clarify the details right away.

We accept major credit and debit cards as our primary payment methods for residential cleaning. Payment is processed securely through our system, typically tied to your booking. We do not accept cash as a form of payment, which helps us keep transactions transparent and fully documented for both parties. This also protects our clients and our team by removing any ambiguity around what was paid and when. If you have questions about how a charge will appear on your statement or need to update your payment details, your account information can be managed easily through your client profile or by contacting us directly.

Pausing your recurring service is something we can accommodate with reasonable advance notice. Whether you're traveling, renovating, or simply need a break, let your account manager know, and we'll place your schedule on hold. We don't believe in penalizing clients for needing flexibility. When you're ready to resume, just reach out, and we'll get you back on the calendar as smoothly as possible. One thing worth noting is that if your home sits for an extended period without cleaning, your first visit back may need to be a more thorough session to bring things back to your usual standard. We'll confirm pricing before that appointment.

Yes, life happens, and we understand that schedules change. If you need to skip or reschedule a visit, we ask that you give us as much advance notice as possible, ideally at least 24 to 48 hours, so we can adjust our team's schedule accordingly. Skipping visits occasionally won't affect your recurring rate or standing with us. However, if your home has gone longer than usual between cleans, the visit may take more time than a standard appointment, which could affect pricing. We'll always communicate clearly about this beforehand. Our goal is to be a flexible, dependable partner rather than a rigid service you have to work around.

Yes, recurring clients receive better rates than one-time bookings, and the savings become more significant the more frequently you schedule. Weekly visits tend to carry the largest discount, followed by biweekly and monthly arrangements. Beyond the cost-benefit, recurring cleaning also means your home never gets to the point where it needs intensive work to bring it back to standard, which saves time and effort on both sides. It's a practical and cost-effective way to keep your home consistently clean without the stress of managing it yourself. When you're ready to set up a schedule, we'll walk you through the available options and pricing.

Not a problem at all. Our cleaners bring their own professional equipment, including vacuums, so the absence of one in your home won't affect the quality or scope of your clean. In our experience, this is particularly helpful for our clients who live in furnished short-term rentals, newly moved-in apartments, or minimalist living situations where household equipment is limited. You don't need to worry about sourcing or preparing anything before we arrive. Whether it's vacuuming, mopping, or any other task on your checklist, we come prepared to handle it all. Just book your service and leave the rest to us.

No, our team arrives fully equipped with everything needed to clean your home thoroughly. We bring our own professional-grade products and tools, so you don't need to stock up on anything ahead of our visit. This is part of what makes the experience genuinely hands-off for you. If you have a preferred product you'd like us to use on a specific surface or area, you're welcome to leave it out and let us know. Otherwise, everything is handled on our end. The goal is to make the process as simple as possible, so all you need to do is come home to a clean space.

Yes, we offer eco-friendly cleaning options for clients who prefer products with lower environmental impact or who have sensitivities to conventional cleaning chemicals. Green cleaning uses plant-based, non-toxic formulas that are safer for children, pets, and anyone with allergies or respiratory concerns, without sacrificing cleaning effectiveness. If this is important to you, simply let us know when booking, and we will make sure the right products are brought to your appointment. More homeowners are making this choice, and we think it's a great one. Cleaning Master is happy to support a healthier home environment in a way that also reflects your values.

Yes, and many of our residential clients do exactly that. Once you've had a positive experience with a particular cleaner or team, we do our best to assign the same person or group to your home for future visits. Familiarity with your space, your preferences, and your household routine genuinely improves the quality and efficiency of each clean. While we cannot always guarantee the same cleaner due to scheduling or availability, we treat this as a priority request and communicate proactively if a change is necessary. Consistency matters to us just as much as it does to you, and we work hard to maintain it.

Standard cleaning covers the core tasks that keep your home tidy between visits, including dusting surfaces, vacuuming, mopping, cleaning bathrooms, and tidying the kitchen. Standard plus goes a step further by adding tasks like interior window cleaning, more detailed surface work, and attention to areas that don't get covered in a routine visit. Deep cleaning is the most thorough option, designed for homes that haven't been professionally cleaned in a while or need a top-to-bottom reset. It includes detailed work inside appliances, along baseboards, behind fixtures, and in other hard-to-reach spots. If you're unsure which level your home needs, we're happy to help you decide.

We offer both, so you can choose whatever fits your situation best. One-time cleanings are a great option for move-ins, move-outs, pre- or post-event cleanup, or simply when you want a thorough refresh without committing to an ongoing schedule. Recurring service works well for clients who want to maintain a consistently clean home on a weekly, biweekly, or monthly basis. Many clients start with a one-time deep clean and then move into a regular schedule once they see the results. There is no pressure to commit to anything beyond what you actually need. Reach out, and we will help you figure out the right fit.

Pets are welcome, and our team is experienced working in homes with cats, dogs, and other animals. That said, it helps to let us know in advance so we can prepare accordingly. If your pet is anxious around strangers or unfamiliar activity, securing them in a comfortable area during the cleaning makes the process smoother for everyone. Our cleaning products are selected with household safety in mind, but if your pet has specific sensitivities or allergies, please mention this when you book so we can adjust our product choices. We genuinely love animals, and our goal is to leave your home spotless without causing any stress to your furry family members.

Yes, every cleaner goes through a thorough background check before they are hired and before they ever enter a client's home. This is a non-negotiable part of our hiring process and something we consider a basic standard, not an optional extra. Beyond background screening, all staff are interviewed, trained, and evaluated before being assigned to residential appointments. We understand the trust involved in allowing someone into your personal space, and we work hard to make sure that trust is well placed. Your safety and comfort are priorities we take seriously at every stage, from the hiring process all the way through to the visit itself.

Yes, we are fully insured and bonded, and this is something every homeowner should verify before allowing any cleaning company into their space. Our insurance coverage protects you in the unlikely event that something is damaged or an incident occurs during a cleaning visit. Being bonded adds a layer of financial protection against losses related to theft or dishonesty. These aren't just formalities. They are a reflection of how seriously we take our responsibility to you as a client. When you invite our team into your home, you deserve the confidence that comes with knowing you are protected from start to finish.

All of our residential cleaners are direct employees of Cleaning Master, not independent subcontractors or third-party workers sourced through a staffing agency. This distinction matters more than most people realize. When cleaners are employees, we control their training, conduct, and standards of work. We know exactly who is entering your home because we hired, vetted, and trained them ourselves. It also means they are covered by our insurance and held to our internal policies on professionalism and performance. You get a consistent, accountable experience every time, backed by a company that stands fully behind the people we send to your door.

Our standard home cleaning includes:

Dusting all accessible surfaces

Vacuuming and mopping floors

Cleaning bathrooms (toilets, sinks, showers, tubs, mirrors)

Cleaning kitchen surfaces (countertops, stove exterior, sink, cabinet exteriors)

Taking out household trash

If you need extras (inside fridge/oven, inside cabinets, windows, etc.), we can add them to your bookin

It depends on your preference. We can come fully equipped with our own professional supplies and tools, or we can use yours if you prefer specific products. Just let us know your preference when booking.

Yes. All cleaners go through a screening process and are vetted before working with our clients. We take safety and trust very seriously.

No, you don’t have to be home. Many clients leave a key, code, or instructions for entry. Just make sure we know how to access your home and where to lock up when we finish.

It depends on the size and condition of your home, as well as the type of service (standard, deep, move-in/move-out). As a rough guide, a 1–2 bedroom apartment usually takes 2–4 hours for a standard visit with one cleaner.

Please contact us within 24 hours and let us know what went wrong. We’ll review the situation and, if needed, arrange a re-clean of the missed areas or find another solution that works for you.

For the best result, we recommend picking up clothes, toys, and personal items from floors and surfaces so our team can focus on detailed cleaning rather than tidying.

We kindly ask for notice at least 24 hours before your scheduled cleaning. Cancellations or reschedules within 24 hours may be subject to a fee of $60 to cover reserved time for your team.