FAQ’S

What is the cost of your cleaning service?

Our prices depend on your cleaning needs. Factors may include, the number of rooms in your home, the number of pets, the size of your home and the amount of cleaning required. These will all be considered before a price is decided upon. Rest assured, you are getting the best cleaning company when you hire our service.

We will always give you a price quote BEFORE we schedule the work. 

However, because we give quotes online or over the phone we do reserve the right to charge an excessive clean fee of $100 if the house is not as described upon giving the original quote.

What if I have special cleaning requests?

We will be happy to accommodate your special cleaning requests. But, please inform us of these requests 24 hours before your cleaning appointment, so we can work in the additional time it will take our staff to carry out said special requests.

How do I book my first appointment?

Simply select Book Now located at the top of your page. This will redirect you to our booking page and you will be able to complete our booking form. Alternatively, you can give us a call if there are any issues at all.

What is your refund policy?

If you’re not content with your cleaning, we will come out and re-clean (within a 2 day window). If you still don’t think we did a good enough job after re-clean to recommend us to your friends and family, we’ll refund your money for that area that you were not satisfied.  No refunds will be issued if we are not allowed to come and do a re-clean of the area in question.

Is it okay to leave my pet at home during the cleaning?

Our staff can definitely clean your home while your pet is at the property. But, if your pet has an aggressive or unpredictable nature, we request you to relocate or restrain your pet at time of cleaning, for the sake of safety and comfort of our cleaning staff.

Will every cleaning visit cost the same?

The cost of a first-visit cleaning is generally higher than costs for subsequent cleaning visits. This is usually the case as it takes longer to deep clean your property.

If you sign us on for monthly, biweekly or weekly cleaning visits, the intensive first cleaning will make subsequent cleaning visits easier and less time-consuming, therefore less expensive than the first visit.

In any case, all costs will be discussed in an upfront manner before any cleaning begins.

Can I trust your cleaning company with the key to my property?

At SOS Star Cleaning, LLC, we truly understand your concerns for personal safety and safety of your property. When you give us your key, we mark it with an internal identification number. At no point will your address or your name be physically tagged to the key you provide. Your key will always be stored in a safe accessible only to our management team.

Authorized managers will hand out your key to your assigned supervisor, only on the day you have scheduled your cleaning. Once cleaning has been completed, the supervisor will return the key to our management staff who will promptly lock it in our key safe, until the time your next cleaning visit is due!

How do I make payment for your cleaning services?

We accept payments via cash, check, venmo and credit cards (Visa, MasterCard or American Express)

*Discover plus includes a 2% service fee 

How long will it take to clean my house?

It all depends on the condition of your home! But as a baseline take the number of bedrooms you have and turn that into hours. Ex. 3 Bedrooms, 3 Bathrooms = 3 hours.

What do I do if I have an alarm system?

Many of our clients have an alarm system at their property. You have the option of either giving us your alarm codes or disabling your alarm on the day of the cleaning. We recommend that you give us the alarm codes as you can always reset your codes after the cleaning!

However, please understand that failing to provide alarm codes or providing inaccurate alarm codes will mean that we will have to charge you a lock-out fee equal to 50% of your regular cleaning fee, as our staff won’t be able to access your property.

What do I do if I find something broken after a cleaning?

We train our staff to care for your belongings like they care for their own. But, if there is a rare accident that causes breakage or damage to any of your personal items, SOS Star Cleaning, LLC takes full responsibility for said damage.

We will replace or reimburse you for the damaged item.

​That said, we sincerely request clients to put away items such as curios, heirlooms, valuables and delicate items to greatly reduce risk of breakage or damage. We also recommend that you inform us of delicate items in the house, if you can’t put such items away before a cleaning service. Our staff will exercise extra caution around such items.

Is it okay to tip the cleaning staff?

While we don’t expect or require you to extend gratuity in the form of a tip, it will be greatly appreciated if you do decide to tip. If you are tipping, we recommend that you please tip in cash, so the visiting cleaning staff can divvy up the tip amongst themselves.

Can I apply a coupon to an existing appointment?

Yes, when you log into your account select booking history. When you select the appointment you would like to edit simply scroll down and enter the discount code in the box and select save changes.

Why do you need my credit card information to redeem a voucher?

We always ask for a credit card when booking any appointment. A lot of times customers like to add additional services/ request so we like to have it already on file if they decide to add anything on to their appointment. Another case is to leave an optional tip for the team. Please note, if your gift card covers the full balance you will not be charged. You cannot apply a coupon to past appointment that has already been completed.

How do I create a SOS Star Cleaning Account?

Simply select login and then where it says “Don’t have an account?”, just hit sign up and fill in your information.

How do I change my address?

Login to your account: https://sosstarcleaning.launch27.com/login , select your name in the top right corner. You will see “Manage Addresses”, pick that option. Then there will be a “add new address option” or you can edit your existing address here

How do I change my credit card?

Log into your account at https://sosstarcleaning.launch27.com/login and update your card on file. Your new card will automatically be noted as your default card.

Is my billing information kept safe and secure?

We have three levels of security in place. First, our booking page is protected by extended validation SSL. Secondly our booking form has its own layer of 256 bit security. Third, credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very seriously.

Is SOS Star Cleaning, LLC insured?

Yes, we are! Every one of our employees is insured and bonded and our company is covered by a $2,000,000 general liability insurance policy.

We do not sub-contract and all of our cleaning staff are direct employees with our company. All our employees are protected by Workers Compensation Insurance(WCI). This coverage protects both you, our clients, and our employees, from damages arising out of an injury caused at your property.

Customer Tip! If you choose not to use our cleaning services, we highly recommend that you only choose a company that offers WCI coverage, like we do. Otherwise, you will be directly responsible if the cleaning personnel is not able to return to work, because of an injury sustained while cleaning your property.

What is included in a standard cleaning?

Standard cleaning takes into account everything that involves cleaning a home or apartment. We clean all the common areas. All floors will be vacuumed or swept and mopped. The kitchen will be wiped down and all the cabinet and appliances exterior will be cleaned. The whole home is dusted. The bathrooms’ showers, toilets, mirrors, and counter tops are all cleaned. We do not move any furniture. We do offer extra services like cleaning inside the fridge, Load dishwasher, inside microwave, make bed and inside the oven, and those can be selected on the booking form when you select service.

What services don't you offer?

We don’t offer cleaning of Light Bulbs, Bio-hazards(Mold, etc..), Hoarding, Animal Waste, Putting away dishes, Large furniture moving, and Large scale trash disposal, laundry.

Do you service my area?

We service a 40 mile radius from Salt Lake City, Ogden to Provo and Tooele to Park City. If you are still unsure please feel free to contact us.

Will I have to provide any cleaning supplies?

No! Leave it to our trained staff to use the best cleaning products and supplies to clean your home. You won’t have to provide us with any supplies.

If there are special cleaning products that you would like our staff to use, please inform us beforehand so we can check compliance with healthy and safety standards, to protect the wellbeing of our staff.

Will your cleaning staff arrive at an exact time?

While we certainly provide a 100% guarantee on the date on which we will clean your property, we cannot commit to an exact arrival time. The cleaning business is such that an exact time schedule is hard to stick to, as some cleaning jobs finish sooner while many take longer than initially planned.

What should I do if I want to cancel or reschedule the cleaning?

We understand that clients sometimes need to cancel or postpone a cleaning visit. If you provide us with at least 24 business hours’ notice before canceling or rescheduling, we will be happy to accommodate your request without any additional charge.

If you are cancelling or rescheduling at short notice, we might have to charge you a late cancellation fee equal to 50% of your scheduled cleaning fee, or forfeiture of your one-time cleaning deposit that you paid us, when you signed up for our service.

Will I have to be home when you come for cleaning?

You can be home or not be home when we come to clean! The choice is yours. If you are not going to be home, please make arrangements to leave us a key, alarm code (if applicable) or a garage door code to give our staff access to your property.

​However, if you fail to arrange access to our staff by not giving a key or alarm code for a cleaning that you scheduled at a particular time when you won’t be home, you will be charged a lock-out fee that will equal 50% of your regular cleaning fee.

Are your employees trustworthy?

All of our employees are subject to thorough criminal background checks. Once screened and employed, they are extensively trained and vetted, after being insured and bonded as well. We also take extra measures to keep our staff content by offering industry leading compensation packages.

By hiring only the best, we send you only the best!

Our staff can definitely clean your home while your pet is at the property. But, if your pet has an aggressive or unpredictable nature, we request you to relocate or restrain your pet at time of cleaning, for the sake of safety and comfort of our cleaning staff.

Do I need to do anything before your cleaning staff arrives?

To allow our staff make the very best use of their time to clean, we request our clients to take a few minutes to put away items such as toys, clothing and personal items.

We also recommend that our clients put away items such as valuables, heirlooms, curios and other delicate items to reduce the risk of breakage.

How many people will come to clean my house?

A Team of 2 people is our standard for light cleans.  A Team of 3 to 5 is our standard for deep cleans. Sometimes an extra team member can come when needed.

Will the same people clean my property every time?

We do our very best to always send you the same cleaning specialists who cleaned your property during the first visit. We understand how sending people who are familiar with you and your property is very beneficial to you. That said, there may be occasions when this might not always be possible.

What should I do if I am not happy with the quality of cleaning?

SOS Star Cleaning, LLC takes immense pride in providing 100% customer satisfaction. If our cleaning, for whatever reason doesn’t satisfy you, please inform our office within 24 hours of your cleaning. We will re-visit to address ALL shortcomings, at no additional charge.

Hoarding & Hazardous Condition Policy

If your property is deemed a hazardous cleaning situation that goes over and above our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away. Upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.

What happen if something goes wrong during my appointment?

Please let us know as soon as possible so we can ensure your complete satisfaction.

How do I log into my account?

Select the login page and enter your email and password to access your account.

How do I change my password?

You can submit a password change request on the customer login page at https://sosstarcleaning.launch27.com/login

How do I reset my password?

Select the login page: https://sosstarcleaning.launch27.com/login , and hit the “forgot your password?” and follow the steps to change your password.

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Contact

(385)722-6357
sosstarcleaning@gmail.com
8060 South 1300 West
West Jordan, UT 84088