11 Questions to Ask Before Signing a Commercial Cleaning Contract

Most commercial cleaning contracts look similar on paper. A scope of work, a price, a start date. But what's in the contract isn't always what shows up in practice. Before you sign anything, there are questions worth asking, not to be difficult, but because the answers tell you a lot about whether a commercial cleaning company will actually deliver what they're promising.

1. Who Will Actually Be Cleaning My Building?

Some companies quote your account and then hand it off to a subcontractor you never met and didn't agree to. Ask directly whether the cleaners are employees of the company or third-party contractors. Neither is automatically disqualifying, but you deserve a straight answer, and a reputable company will give you one without hesitation.

2. Are Your Cleaners Background-Checked?

You're giving a cleaning crew regular access to your building, often after hours with no one else around. Ask whether background checks happen before someone is assigned to your account, and whether that applies to every person on the team or just leads and supervisors.

3. What Does Your Staff Turnover Look Like?

High turnover is one of the most common complaints about cleaning companies and one of the least talked about during the sales process. A crew that changes every few months means someone new is always learning your building. Ask how long the average cleaner stays with the company, and whether you'll see consistent faces or a rotating roster.

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4. What Happens If Someone Calls In Sick?

Ask what the backup plan looks like when a cleaner can't make it. Do they send another trained team member? Does the visit get skipped and rescheduled? Do they call you, or do you find out when you walk into an uncleaned building the next morning? The answer tells you how much they've thought through day-to-day operations.

5. How Do You Handle a Complaint?

Ask for the actual process, not just "we'll take care of it." Who do you contact? How fast do they respond? Do they come back to re-clean, or do they credit your next invoice? A company with a real complaint process can walk you through it. One without a real process will give you vague reassurances.

6. What's Included in the Scope, and What's Not?

Get the scope of work in writing and read it carefully. Some contracts look thorough until you realize that restroom restocking, kitchen cleaning, or window washing are add-ons billed separately. 

Common things to ask about:

• Restocking paper products, soap, and other supplies.
• Breakroom and kitchen cleaning.
• Interior window and glass cleaning.
• Floor care beyond basic mopping (stripping, waxing, buffing).
• Trash removal from all areas vs. only designated bins.

If it's not in the contract, don't assume it's included.

7. What Cleaning Products Do You Use?

This matters more in some facilities than others, but it's worth asking across the board. Medical offices, gyms, and food-adjacent spaces have real sanitation requirements that cheap products don't meet. If you have staff with sensitivities to certain chemicals or fragrances, that's also worth raising before the first visit.

8. How Is Quality Checked?

Ask how the company monitors whether the work is actually being done to standard. Do supervisors inspect accounts regularly? Is there a checklist the crew completes? Is there a system for flagging missed areas? A company without any quality control process is relying entirely on the individual cleaner's judgment, and that's a variable you don't want to depend on.

9. What Does the Contract Commit You To?

Read the length of the contract and the exit terms. Some commercial and janitorial cleaning contracts lock you in for 12 months or longer with cancellation penalties if you leave early. Others operate month to month. Neither is inherently better, but you should know what you're agreeing to and what it would cost to end the relationship if the service doesn't work out.

10. Are You Insured, and for How Much?

Ask for proof of general liability insurance and workers' compensation coverage. General liability covers damage to your property. Workers' comp covers the cleaning crew if someone gets hurt on your premises. A company that can't produce current certificates of insurance is one you shouldn't let into your building.

11. What Happens When Something Goes Wrong?

Accidents happen. A product damages a surface, something gets broken, a mistake gets made. Ask what the company's process is when that happens. Do they report it to you immediately? Does their insurance cover the damage? Or do you find out about it after the fact and have to push to get it resolved? How a company handles problems is often more telling than how they handle a clean routine visit.

Making the Switch to a New Cleaning Company in Waunakee 

A gap in service is almost always avoidable. Ask the right questions before you sign, and you’ll know what you’re getting into before it’s too late to back out.

If you’re evaluating cleaning companies in Waunakee or anywhere in Dane County, Mystic Cleaning is happy to answer every one of these questions directly. Call 608-886-2063 or reach out online to get started.