FREQUENTLY ASKED QUESTIONS

General Questions

What areas do you serve?

STC Cleaners proudly serves homeowners throughout the San Antonio area and surrounding communities.

Do I need to be home during the cleaning?

No. Many customers provide access instructions before their appointment. If you prefer to be home, that's perfectly fine too.

Do you bring your own cleaning supplies?

Yes. We bring the cleaning products and equipment needed to complete the service.

Are you insured?

Please contact us directly for information regarding insurance coverage and service protections.


Service Questions

What is The Big 3?

The Big 3 is our most popular service and includes:

It's perfect for keeping the most frequently used areas of your home clean, sanitized, and maintained.


What is the difference between The Big 3 and Deep Dallas Clean?

The Big 3 focuses specifically on two bathrooms and one kitchen.

Deep Dallas Clean is a more detailed top-to-bottom cleaning service that includes additional attention to buildup, baseboards, fixtures, dust, corners, and hard-to-reach areas.


What is included in Always Austin?

Always Austin is our recurring cleaning service available on a weekly or every-other-week schedule to help keep your home consistently clean and maintained.


What is Texas Fair?

Texas Fair is our real-estate listing and showing cleaning service designed to help homes look fresh, clean, presentable, and ready for potential buyers.


Can I customize my cleaning?

Yes. Our DFW Add-Ons allow you to customize your cleaning service with additional options such as:

Additional fees may apply depending on the service selected.


Booking & Pricing

How do I get a quote?

Click "Get a Free Quote" or contact us directly. We'll gather information about your home, cleaning needs, and service preferences before providing an estimate.

Quotes are based on the information provided at the time of booking. If the property's condition, size, or scope of work differs significantly from what was originally described, the final price may be adjusted with customer approval.


Is a Booking Deposit required?

Yes. A $60 Booking Deposit may be required to reserve your appointment.

The Booking Deposit is refundable when an appointment is canceled or rescheduled with at least 24 hours' notice.

If an appointment is canceled with less than 24 hours' notice, or if we cannot access the property due to customer-caused circumstances, the Booking Deposit may be forfeited. Please refer to our Service Agreement for complete details.


Do you offer one-time cleaning?

Yes. Our Amarillo One-Time Clean is perfect for customers who need a single cleaning visit.


Do you offer recurring service?

Yes. Our Always Austin service is available on a weekly or every-other-week schedule.


How do I pay?

Payment information is collected during the booking process.

By scheduling services, customers authorize STC Cleaners to charge the payment method provided for applicable Booking Deposits, scheduled services, approved add-ons, and authorized fees in accordance with our Service Agreement.

Accepted payment methods will be presented during booking.


What if I need to reschedule?

Customers may reschedule appointments by providing at least 24 hours' notice before the scheduled service time.

Changes made with less than 24 hours' notice may result in forfeiture of the Booking Deposit.

Please refer to our Service Agreement for complete details.


Do I need to be home during the cleaning?

No. However, customers are responsible for ensuring that our cleaning professionals can access the property at the scheduled service time.

If we cannot gain access because of a locked door, missing key, incorrect access code, unavailable gate access, or other customer-caused circumstances, the appointment may be considered a missed appointment and the Booking Deposit may be forfeited.


Service Corrections & Customer Satisfaction

What if I'm not satisfied with my cleaning?

Customer satisfaction is important to us.

If you believe an area was not cleaned according to the agreed scope of service, please notify STC Cleaners within 24 hours of service completion.

When appropriate, we may:

Our preferred remedy for legitimate cleaning concerns is a service correction rather than a refund.

Requests submitted more than 24 hours after service completion may not be eligible for review.


Appliance Cleaning

Do you clean inside refrigerators?

Yes. Interior refrigerator cleaning is available through our El Paso Appliance Deep Clean service or as an add-on service.

Additional fees may apply.


Do you clean inside ovens?

Yes. Interior oven cleaning is available through our El Paso Appliance Deep Clean service or as an add-on service.

Additional fees may apply.


Do you clean air fryers and small appliances?

Yes. Cleaning of air fryers and certain small appliances may be available upon request and may require an additional fee depending on the appliance and level of cleaning required.


Do you clean inside dishwashers?

No. Standard cleaning includes wiping the exterior and front-facing surfaces of the dishwasher only.

Interior dishwasher cleaning is not included unless specifically quoted as a specialty service.


Policies & Safety

What happens if my home is in worse condition than described?

Our estimates are based on the information provided during booking.

If the property's condition, size, level of buildup, number of rooms, or scope of work differs significantly from what was originally described, additional time or an updated estimate may be required.

We will discuss any changes with you before performing additional billable work.


Can STC Cleaners refuse service?

Yes. For the safety of our cleaning professionals and customers, we reserve the right to refuse, suspend, or discontinue services when conditions are unsafe, hazardous, illegal, unsanitary, or outside the scope of services offered.

Examples may include:

Please refer to our Service Agreement for complete details.

What Condition Should My Bathroom Be In Before Service?

✅ Bathrooms We Clean Every Day

A bathroom is considered suitable for standard or deep cleaning when it has:

Our team is happy to clean and sanitize bathrooms with normal household buildup and restore them to a fresh, clean condition. Standard and deep cleaning services are designed for bathrooms that need cleaning—not bathrooms that are already perfect.

❌ Bathrooms We Cannot Service

For the safety of our cleaners, we do not provide services involving:

These situations may require a specialized biohazard, remediation, or restoration company.

Friendly Disclaimer

We understand that every home occasionally needs extra attention. Our goal is never to judge a customer or their home. We simply want to ensure our team can safely provide the high-quality residential cleaning service you expect.

Pictures of what we don't do :



Do you take photos during service?

In some situations, yes.

STC Cleaners may document the condition of a property before, during, or after service for quality control, estimating, training, documentation of pre-existing conditions, or claim resolution.

Customer-identifying photographs will not be used for marketing or advertising purposes without separate customer consent.


Can I hire my cleaner directly?

No.

Customers may not intentionally bypass STC Cleaners by directly hiring, contracting with, or paying a cleaner introduced through our company.

Please refer to our Service Agreement for complete details regarding our Direct Hiring and Solicitation Policy.



Ready to Book?

Have another question?

Contact STC Cleaners and we'll be happy to help.

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