Help Center
Welcome to the STR PRO SERVICES Help Center! Here you’ll find answers to frequently asked questions, helpful tips, and information about our services. If you need further assistance, feel free to contact us directly.
Frequently Asked Questions
Start by requesting a quote through our website, or contact us by phone, text, or email. We'll ask a few questions about your home and what your looking for, then provide pricing for the requested service.
Paying by card: We'll send you a written quote that you can review. Once you're ready to move forward, you can securely place a card on file and select "Confirm & Book." You'll receive a booking confirmation by email immediately afterward.
If you prefer for us to create the booking for you, that's completely fine. Once we create it, you'll receive a booking confirmation, followed by a secure link to place a card on file and secure your appointment.
Paying by cash or check: Once you've agreed to pricing, let us know you'd prefer to pay cash or check. We'll create the booking for you and send you a confirmation email with the details of your appointment. If you prefer to receive a written quote as well, we can send one, you can simply disregard the card and booking options shown at the bottom.
We don't use instant online scheduling because we confirm availability before accepting each appointment. This helps prevent scheduling conflicts and ensures we have the appropriate cleaner and enough time available for your home.
What's included depends on the service you choose. Each service follows a defined scope so you know what we're planning to handle before your appointment. You can view our full list of included items here.
We can also customize the scope or prioritize certain areas when needed. If you're working within a specific budget or amount of cleaning time, we'll help determine what can realistically be accomplished within it.
Standard Cleaning is designed for routine cleaning a maintenance of a home in generally maintained condition.
Deep Cleaning allows more time and attention for areas that require additional detail or buildup removal, including items that aren't normally prioritized during routine maintenance.
If you're unsure which your home needs, we'll ask a few questions about its condition and your expectations before recommending one.
There isn't one flat price that works fairly for every home. Pricing depends on factors such as your home's size, condition, cleaning frequency, requested scope, and the amount of labor we expect the cleaning to require.
Our minimum service charge is $100. For an exact quote, contact us and we'll ask a few questions about your home and what you're looking for.
Most homes are assigned one cleaner. This helps provide consistency and gives your cleaner an opportunity to learn your home, preferences, and priorities over time.
Larger or more labor-intensive jobs may occasionally require more than one cleaner.
That's our goal. We prioritize keeping the same cleaner with a customer rather than unnecessarily rotating people through your home.
Illness, vacations, scheduling changes, or other circumstances can occasionally require a substitute. When that happens, STR PRO remains involved so your preferences and expectations don't disappear just because the person cleaning changes.
Tell us. We genuinely want to know.
Contact us within 24 hours and explain what didn’t meet your expectations. We’ll review the concern, determine what happened, and work with you on an appropriate resolution. We ask that concerns be reported promptly because once your home is being used again, it becomes harder to distinguish a cleaning concern from normal day-to-day use.
Our guarantee is intended to address missed or inadequately cleaned areas rather than minor imperfections within an area that was otherwise reasonably cleaned.
We also believe difficult doesn’t mean “ignore it.” When buildup, residue, or another condition needs more attention, we’ll make a reasonable effort, time permitting, to improve it and let you know when additional time, treatment, or a future visit may be needed.
Your feedback also becomes part of our quality-control process so we can address the underlying issue rather than simply hoping it doesn’t happen again.
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Service & Expectations
We offer Standard Cleaning with two levels of service: Routine Maintenance for efficient ongoing upkeep, and STR PRO Standard for customers who want additional time and attention toward ordinary buildup, finer details, and commonly overlooked areas.
Standard cleaning can be scheduled one-time, weekly, bi-weekly, or monthly. We also offer Deep Cleaning, Move-In/Move-Out Cleaning, Airbnb/short-term-rental turnover cleaning, post-construction cleaning, and select small-office/commercial cleaning.
Our Standard Cleaning covers the primary cleaning needs throughout kitchens, bathrooms, living areas, and floors, with two levels of service:
Routine Maintenance focuses on efficient upkeep addressing what has accumulated since the last cleaning through routine wiping, dusting, vacuuming, and mopping. Existing stuck-on buildup, residue, and additional detailing are excluded or limited by the time available.
STR PRO Standard includes Routine Maintenance plus additional time and attention for ordinary buildup, finer details, and commonly overlooked areas. This gives your cleaner more time to address areas where additional effort can make a meaningful difference.
See our Standard Cleaning Checklist for the specific areas and tasks included.
Standard Cleaning focuses on maintaining a home through routine cleaning.
Deep Cleaning is intended for homes or areas requiring additional detail, buildup removal, or attention to items that aren't normally prioritized during routine maintenance. It therefore generally requires more labor than Standard Cleaning.
Move-In/Move-Out Cleaning is designed for an empty or mostly empty home being prepared for its next occupant.
Because furniture and belongings are no longer covering surfaces, the scope places greater emphasis on details that become more noticeable in an empty home, including areas such as cabinets, drawers, appliances, baseboards, floors, and other exposed surfaces.
Some work falls outside normal house cleaning or may require specialized equipment, licensing, safety precautions, or additional labor.
Examples can include hazardous materials, significant mold remediation, pest or biohazard cleanup, heavy lifting, exterior/high-access work, and restoration or repair work. You can view the full list of items that are included here.
Absolutely.
Homes and priorities are different. If certain rooms or tasks matter more to you, tell us. We can build those priorities into the cleaning or, when working within limited time or a specific budget, focus available labor where it matters most to you.
We won't quietly rush through everything just to make the original estimate fit.
If the condition or requested work requires substantially more labor than anticipated, we'll communicate with you and discuss the available options. Depending on the situation, that may mean adding approved labor, prioritizing the existing time, or scheduling additional work.
We won't add labor or charges without your approval.
We start by asking about your home, its size and condition, your cleaning history, areas of buildup, and what matters most to you.
From there, we match your needs to the appropriate cleaning scope and estimate the labor required. If photos or an in-person look would help us understand an unusual condition, we may request those before finalizing the recommendation.
How Your Cleaning Works
Most residential cleanings are completed by one cleaner. We've found that fewer hands can actually make accountability clearer. Once person knows what they've completed, what still needs attention, and is responsible for the overall cleaning.
For larger or longer cleanings, we may assign two or more cleaners when scheduling and availability allow. This can be especially helpful when the estimated labor would otherwise require us to remain in your home longer than you're comfortable with.
When multiple cleaners are assigned, the total labor remains similar, it's simply divided among more people. For example, approximately six labor hours may be completed by one cleaner in six hours or two cleaners in about three.
Whenever reasonably possible, yes.
We prioritize assigning a consistent cleaner to recurring customers. If your regular cleaner is sick, on vacation, or otherwise unavailable, we can discuss backup options rather than leaving you entirely dependent on one person's availability.
It depends on the size and condition of your home, service level, requested scope, and total labor required.
We estimate labor before booking, but cleaning isn't an assembly line, and first visits in particular can vary as we learn your home and its needs.
Estimated labor hours refer to the total amount of cleaning labor, not necessarily the amount of clock time we'll be in your home. For example, approximately six labor hours may be completed by one cleaner in about six hours or divided between two cleaners for approximately three hours of elapsed time.
We also consider how long you're comfortable having us in your home. Most recurring cleanings are generally planned within a 4-6 hour maximum per cleaner. If more labor is needed but you prefer a shorter appointment, we may assign additional cleaners when availability allows.
Larger one-time or deep cleanings may take longer, but we generally limit a single appointment to approximately eight hours per cleaner. If your home requires substantially more labor, we'll discuss the best approach with you before scheduling.
No. You're welcome to be home, leave during the appointment, or arrange access for us while you're away.
Many recurring customers prefer giving us an agreed-upon method of access so cleaning can happen without disrupting their day.
You don't need to clean before you cleaner arrives.
However, picking up clothing, toys, paperwork, dishes, and other loose belongings, allows us to spend more of the time you're paying for cleaning rather than moving or tidying items.
We also ask that you secure cash, jewelry, firearms, medications, important documents, and other valuable or sensitive belongings before your appointment. A drawer, cabinet, safe, or other secure location is ideal. Our cleaners do not open drawers, cabinets, or other closed personal-storage areas unless doing so is specifically part of the agreed cleaning scope.
If there's anything unusual in the home or something you specifically do or don't want handled, please let us know before the cleaning.
We can use an access method you approve, such as a door code, lockbox, key, or another agreed-upon arrangement.
Please provide access instructions directly to STR PRO SERVICES, LLC when arranging your appointment or before your scheduled cleaning. We'll document the information needed for your cleaner to access the home.
If access instructions change, please let us know before your appointment.
Generally, no. We arrive with the normal cleaning products, tools, and equipment needed to perform your service.
If your home requires a particular product or piece of equipment, we'll discuss that with you beforehand.
We use a selection of professional and household cleaning products based on the surface, type of buildup, and work being performed. Because different cleaners may have products they work particularly well with, the exact products used can vary, but they must be appropriate for the surface and cleaning task.
If you have a product you specifically want used, let us know beforehand and leave it somewhere clearly accessible, such as the kitchen counter. Likewise, if there's a product or ingredient you don't want used in your home, such as bleach, tell us before the appointment and we'll determine an appropriate alternative whenever possible.
Yes. Eco-friendly product options are available by request.
They aren't necessarily part of every cleaner's standard supply kit, so please let us know before your appointment if you prefer them. We can provide appropriate eco-friendly alternatives for many common cleaning tasks and make sure your cleaner knows your preference before arriving.
Some cleaning needs may require different products to achieve the requested result. If that becomes relevant to your cleaning, we'll discuss it with you rather than simply using something you've asked us to avoid.
Absolutely. Product preferences are part of learning how you want your home cared for.
If there's something you don't want us to use, such as bleach, or a particular product you prefer, let us know before your appointment. If you're providing a product yourself, please leave it somewhere clearly accessible and tell us where to find it.
We'll accommodate reasonable product requests whenever we can. If we believe the requested product is inappropriate for a particular surface or won't safely accomplish the requested work, we may decline to use it and will communicate with you rather than risk damaging your home.
Yes. Our cleaners normally arrive with the vacuum, mop, and standard equipment required for the cleaning.
If you prefer that we use equipment belonging to your home, let us know beforehand so we can determine whether that can be accommodated.
Trust & Quality
Yes. STR PRO SERVICES, LLC is an established Jacksonville, Florida cleaning business operating since 2022. Florida does not require a special occupational license or professional cleaning credential for routine residential house cleaning beyond the applicable requirements for operating the business.
We look for more than someone who knows how to wipe a counter.
Cleaners are evaluated for cleaning ability, reliability, communication, professionalism, attention to detail, and their willingness to receive and act on feedback. Because cleaners enter customers' homes, trust and accountability matter just as much as speed.
Quality control happens in several ways.
We use defined cleaning scopes, required photos, ongoing feedback, and targeted verification of areas requiring additional attention. When appropriate, the owner may also inspect work personally.
The goal isn't to make you supervise your cleaner. It's to create accountability behind the scenes.
Contact us and tell us what happened.
We'll review your concern, compare it against the agreed cleaning scope and available documentation, and determine an appropriate resolution. We also use legitimate feedback to reinforce expectations with the cleaner going forward.
Yes. If something included in your cleaning was missed or an area we cleaned doesn't meet your expectations, let us know within 24 hours.
We'll work with you to make it right, which will normally mean returning to re-clean the affected area at no additional charge.
If a re-clean doesn't resolve the concern, we'll review the situation with you and determine an appropriate resolution.
One advantage of hiring a company rather than relying entirely on one individual is access to backup.
If your regular cleaner is unavailable, we'll communicate with you and, when possible, arrange another qualified cleaner. Depending on availability and your preferences, rescheduling may also be an option.
Jon.
Customers have direct access to the owner rather than being routed through an anonymous customer-service department. If you have a question, preference, scheduling issue, or concern about your cleaning, call or text us directly.
Pricing, Booking & Policies
Pricing varies based on the home and requested service rather than using one price for everyone.
Factors include home size, condition, cleaning scope, frequency, cleaning history, occupancy, and expected labor. Our minimum service charge is $100.
We estimate the labor required based on your home, service type, condition, cleaning history, occupancy, and requested scope.
That lets us price around the work your home actually requires rather than assuming two similarly sized homes necessarily require the same amount of cleaning.
Yes. Recurring cleaning generally costs less per visit than comparable one-time service because a maintained home typically requires less reset work and becomes more predictable over time.
Pricing can vary by weekly, bi-weekly, or monthly frequency.
Call, text, send an email, or fill out our form here on our website. We'll ask a few questions about your home, its condition, and what your looking for. From there we'll send you a written quote via text or email.
Most homes can be quoted remotely. If we need photos or an in-person look to understand the scope accurately, we'll let you know.
We are also happy to meet you in person first, free of charge, if you prefer.
Paying by card: Once you receive your written quote, review the service details and select "Confirm & Book" at the bottom of the quote. You'll be prompted to securely place a credit or debit card on file. Your appointment is secured once your card is on file.
If we create the booking for you, you'll receive a booking confirmation and we'll send you a secure link to add your card. Your appointment must be secured with a card before we can send a cleaner. Your card will not be charged until after the cleaning is completed.
Paying by cash or check: Once you approve your quote, let us know that you'd prefer to pay by cash or check. We'll create and confirm the appointment for you. For first-time customers, additional payment requirements may apply before service begins. Established recurring customers may pay by cash or check at the completion of service.
All customers: Once your booking is created, you'll receive a confirmation email showing the details of your cleaning. Card-paying appointments are secured once the required card is on file. Cash or check appointments are confirmed according to the payment arrangement made when booking.
Not Necessarily. Payment requirements depend on how you choose to pay.
Card payments: A valid credit or debit card must be securely placed on file before your appointment. Your card may be pre-authorized approximately 24 hours before service and is charged after the cleaning is completed.
Check payments: For a first time appointment, a properly completed check payable to STR PRO SERVICES, LLC must be available at the beginning of the cleaning.
Cash payments: Established recurring customers may pay cash at the completion of service. Firs-time customers wishing to pay cash may be required to secure their appointment using another approved payment method or an advance deposit.
Your cleaner never receives acces to your stored card information.
Yes. Established recurring customers may pay cash at the completion of their cleaning.
For a first appointment, we require the booking to be secured before service. If you prefer to pay cash for a one-time cleaning or your first recurring cleaning, let us known when booking and we'll explain the available options.
Your card is charged after your cleaning is completed. Not when you initially book.
Approximately 24 hours before your appointment, we may place an authorization hold on the card on file to confirm that sufficient funds are available. This may appear as a pending transaction, but it is not the final charge.
If the card cannot be authorized, we'll contact you to update your payment method. A valid authorization is required before we can send a cleaner to the appointment.
After the cleaning is completed, we process the final charge.
We understand that plans change. Please give us at least 24 hours' notice if you need to cancel or reschedule your cleaning.
Appointments canceled with less than 24 hours' notice may be subject to a $50 cancellation fee.
If your cleaner is already on the way, has arrived, or the cleaning has begun, a fee of $50 or up to 50% of the scheduled service total may apply depending on the amount of time already committed to the appointment.
If we're unable to access your home at the scheduled appointment time and cannot obtain entry within 20 minutes, the appointment may be treated as a late cancellation and the same fees may apply.
Whenever possible, please request schedule changes during normal business hours.
Yes. Quotes are generally valid for 4 days from the date they're issued.
This allows us to base your quote on the home's current condition, requested scope, and our current availability. If your quote expires, you're always welcome to reach back out. We'll simply confirm that the pricing and availability are still current before booking.
Contact Us
If you have any additional questions or need further assistance, please don’t hesitate to reach out to us:
Call or Text: (904) 544-4974
Email: support@strproservices.com
We are here to help and ensure you have the best possible experience with our services.