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Frequently Asked Questions
I have questions about:
Our Maid Service
How many housekeepers do you send to clean?
We typically send 1–3 housekeepers, depending on your home’s size and the type of service you booked. We also factor in the time budgeted for your appointment so the team size matches the scope.
Do I need to provide supplies?
No — we bring our own cleaning supplies and equipment. If you prefer we use your products or tools (or avoid certain items), let the office know before your appointment so it’s added to the work order. That way the cleaning team shows up prepared and follows your preferences.
Do I need to do anything to prepare for a move-out clean?
Yes — please make sure running water and electricity are on for the entire appointment so we can complete the checklist properly. If utilities aren’t available when we arrive, we won’t be able to clean. In that situation, a 50% fee of the scheduled cost applies.
What won't Sunrise Maids teams clean?
For health and safety reasons, we do not clean blood, feces, vomit, or urine (human or animal). We also cannot take on biohazards, infestations, mold, or other hazardous conditions. If you’re unsure whether something is safe/eligible, contact our office before the appointment so we can advise you.
What happens if something goes wrong during my appointment?
Contact our office as soon as possible so we can document the issue and help you quickly. If something on our cleaning checklist was missed, please notify us within 24 hours. Under our 100% Clean Guarantee, we’ll return to correct the issue at no extra cost (we do not offer refunds or discounts).
Can I request special tasks or extras?
Yes — you can request add-ons and special tasks during the booking process. If you think of something after you book, contact the office before your appointment so we can confirm the scope and pricing. We’ll also make sure enough time is scheduled so those extras don’t take away from your core checklist.
Booking & Scheduling
How do I book a cleaning?
You can book online in minutes or contact our office and we’ll help you schedule the right service. When booking, choose your service type (standard, deep, or move-in/move-out) and let us know about any add-ons (like inside oven/fridge or inside cabinets) before your appointment so we can confirm scope and schedule enough time.
Do you charge hourly or a flat rate?
We price cleanings as a flat rate, not hourly. Your quote is based on the budgeted labor time needed for your home’s size, condition, service type (standard/deep/move-in-move-out), and any add-ons—so you know the price up front and the scope is clear.
Can I choose an exact appointment time?
We schedule arrival windows rather than exact times because cleaning times can vary and earlier appointments can run long or short. If we expect to be more than 15 minutes early or late, we’ll contact you so you know what to expect.
What’s your arrival window (and will you call if you’re early/late)?
We use a 1.5-hour arrival window instead of an exact time because cleaning durations vary and traffic happens. If we expect to be more than 15 minutes early or late, we’ll reach out so you know what to expect and can plan accordingly.
How long will my cleaning take?
Most cleanings are planned to finish in about 2–3 hours by scheduling the right number of cleaners for the budgeted man-hours in your home. Timing depends on home size, beds/baths, condition, service type (standard vs. deep), and any add-ons (like inside appliances).
Can I request the same cleaner each visit?
Yes—if you prefer the same cleaner, tell us and we’ll do our best to keep your schedule consistent. Availability can vary, but recurring service increases the chances of keeping the same person who knows your home and preferences.
What happens if I’m not home and you can’t get in?
If our team arrives and can’t access the home (wrong code, locked gate, no key, etc.), it’s considered a lockout and the lockout fee is equal to the regular cleaning price. To avoid this, please confirm entry instructions in advance and keep your phone available during the arrival window.
What's Included
What’s included in a standard cleaning?
Our standard cleaning follows our 49-Point Checklist and covers all main areas (kitchen, bathrooms, bedrooms, and common spaces). It includes detailed dusting/spot-cleaning of reachable surfaces (including doors, vents, fans/light fixtures, sills/latches, and baseboards), mirrors and light switches, and full floor care (vacuum/sweep/mop). Bathrooms are cleaned top-to-bottom (toilet, shower/tub/tile, sinks/counters, mirrors, exterior cabinets, fixtures), and the kitchen includes exterior surfaces plus key detail items like top of the fridge and the microwave (inside and out). Anything outside the standard checklist—like inside cabinets/drawers, oven interior, or fridge/freezer interior—is handled as a move-in/move-out scope or an add-on.
What’s included in a deep cleaning?
A deep cleaning follows the same checklist as a standard cleaning (our 49-Point Checklist), but with more time dedicated to detailed scrubbing and removing visible dirt, grime, and buildup—especially in more neglected areas. It’s designed as a “reset” when it’s been a while since the home was professionally cleaned, and the scope is governed by the checklist and any approved add-ons.
What’s the difference between standard cleaning and deep cleaning?
Standard cleaning follows our 49-Point Checklist and is meant for routine upkeep. Deep cleaning uses the same checklist, but we schedule more time so our team can do more detailed scrubbing and focus on visible dirt, grime, buildup, and more neglected areas—essentially a “reset” rather than maintenance.
Do you clean inside the oven and refrigerator?
Yes—inside appliance cleaning can be included when it’s part of your selected service or checklist, and it’s often treated as an add-on because it adds time. The best way to avoid confusion is to list inside oven and inside fridge before the visit so the scope and schedule match.
Do you clean inside cabinets, drawers, and closets?
Not in a standard cleaning. Cleaning inside cabinets, drawers, shelves, and closets is typically included with a move-in/move-out cleaning (an empty-home scope) or can be added as an add-on when the areas are empty and accessible. For best results, please clear these spaces before we arrive so we can clean surfaces without handling personal items.
Do you move furniture or lift heavy items?
We can clean around and under what’s safely reachable, but we don’t move heavy furniture, appliances, or fragile items because of safety and damage risk. If you want under-bed or under-sofa areas addressed, the best approach is to move small items ahead of time so we can access those surfaces safely.
Preparing for Your Cleaning
Do I need to be home during the cleaning?
No. Many of our customers are not home during the visit. Our cleaners are background-checked and we’re insured, and our reviews reflect the trust customers place in us—but whether you stay home or head out is completely up to your comfort level. Just be sure we have clear entry instructions; if we can’t access the home, the lockout fee is equal to the regular cleaning price.
Do you bring your own supplies and equipment?
Yes—we bring the supplies and equipment needed for the service. If you prefer we use your products or tools, we’re happy to accommodate as long as they’re left out and you let us know ahead of time.
Do you need water and electricity?
Yes. Running water and electricity are required to complete your cleaning (vacuuming, mopping, bathrooms, kitchens, etc.). If water or power isn’t available when we arrive, we’re unable to clean and a 50% fee of the scheduled cost will be charged.
What should I do before the cleaners arrive?
A quick pickup helps us spend your paid time cleaning surfaces instead of tidying—especially on floors, countertops, and bathroom areas. Please secure pets, leave clear access/entry instructions, and share any priorities or special notes before we arrive.
Should I pick up before the cleaners arrive?
Yes—if you can. A quick pickup lets us spend your paid time cleaning surfaces instead of organizing, especially on floors, countertops, and bathroom areas. If you don’t have time, tell us your top priorities so we focus where it matters most.
What should I do with valuables and fragile items?
Please put away or secure valuables and fragile items (cash, jewelry, heirlooms, important documents, delicate décor, etc.) before we arrive to prevent loss or accidental damage during normal cleaning. If there’s anything you don’t want touched—or an area you want skipped—tell us in advance and we’ll note it for the cleaner.
Do you clean homes with pets?
Yes. Please let us know what pets you have and their temperament. For everyone’s safety (and to help us work efficiently), we recommend securing anxious, protective, or escape-prone pets in a separate room, kennel, or backyard during the cleaning.
Pricing, Payments and Policies
Do you require a deposit or do you place a hold on my card?
We do not require a deposit. To secure your appointment, we place a temporary authorization (hold) on your card 3 days before your booking—this is a hold, not a charge. If you need to reschedule, just give us at least 24 hours’ notice and there’s no penalty; the hold is released and the funds never leave your account. We only charge your card after the cleaning is completed.
When do you charge the card?
Charges are processed after service is completed based on the scope that was scheduled. If anything changes before the visit, it’s best to update the scope in advance so pricing and time remain accurate.
Can the price change after I book?
Our pricing is based on the home details you provide at booking, such as square footage and the number of bedrooms and bathrooms (including half baths). If those details are incorrect or don’t match the home, our system flags the booking for review and we may adjust the price to reflect the correct scope and time needed. To keep pricing accurate and avoid surprises, please enter the correct counts when booking online or confirm them with us when booking by phone.
What is your cancellation or reschedule policy?
We don’t use contracts, but we reserve labor and time for your appointment. For weekday appointments, canceling or rescheduling with more than 24 hours’ notice has no fee; within 24 hours, there’s a $50 fee per cleaner assigned and you may be charged the full cleaning amount. Saturday appointments are non-refundable and are charged in full if canceled.
Are tips expected?
Tips are never required, but they are appreciated when you feel the service was excellent. If you prefer not to tip, a thoughtful review and keeping a consistent schedule helps us a lot and supports better long-term consistency.
Results & Quality
What if I’m not satisfied with the cleaning?
Let us know within 24 hours if something was missed, and it must relate to the items on our cleaning checklist. Under our 100% Clean Guarantee, we don’t offer refunds or discounts—instead, we’ll return and correct the issue at no extra cost.
Will you be able to get everything perfect on the first visit?
We aim for a strong, noticeable improvement on the first visit, but results depend on buildup, the time scheduled, and how much clutter or disorganization we have to work around. Excessive clutter (clothes, items, etc. strewn about) can heavily cut into your budgeted cleaning hours—so the tidier the home is when we arrive, the more time we can spend cleaning actual surfaces. We can tidy belongings if you’d like, but that time comes out of the time available for cleaning.
What if something is accidentally damaged during the cleaning?
If damage happens, contact us as soon as possible with details and photos so we can document it and determine the best resolution. The most important thing is quick communication so we can verify what happened and handle it fairly.
What’s the best way to leave feedback or request a touch-up?
The fastest way is to contact our office promptly with specific details about what and where, and photos if possible, so we can address it efficiently. Clear, timely feedback helps us correct issues and improve consistency for future visits.
Gift Cards
Does Sunrise Maids offer gift cards?
You bet we do! What better way to show your mom, grandparent, wife or children you care than by gifting them the gift of clean?! Buy our gift cards here.
CONTACT
Call: (346) 514-3282
Email: info@sunrisemaids.com
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