Questions about our house cleaning
The questions Tess hears every week, answered the way she answers them on the phone. If yours isn’t here, text (303) 555-0147.
Booking
How far out are you booked?
Usually four to six business days for a first visit. Tuesdays and Wednesdays are easiest to get. Saturdays have a waitlist, and we only offer them to recurring clients.
Do I need to be home while you clean?
No. About two thirds of our clients aren’t. Leave a key in a lockbox, give us a garage code, or set up a smart-lock code that you delete afterwards. Keys we hold are tagged with a number, never your address.
Will I get the same cleaners every time?
On a recurring plan, yes. The same two people come every visit. If one of them is sick or on vacation, we text you the day before with the name of who’s covering.
What if I need to cancel or reschedule?
Free with 48 hours’ notice. Inside 48 hours it’s $50, because we usually can’t fill the slot. If the team arrives and can’t get in, it’s $75.
Pricing
Why does the first visit have to be a deep clean?
Because a two-hour standard clean can’t catch up on months of baseboards, grout and blinds. If we skipped the deep clean, the first few standard visits would look unfinished and you would be paying for them anyway. After the first deep clean, recurring visits drop to the standard price minus your discount.
Do you charge by the hour?
Homes are a flat price by size and type of clean, so a slow day is our problem, not yours. Offices are billed by the cleaner-hour, $52, because every office is different.
Is there a travel fee?
No, not anywhere in our service area. If you are outside it, we will say so rather than charge extra to drive there.
Should I tip?
It’s optional, and 100% of it goes to the two people who cleaned. Many one-time clients tip $20 to $40. Many recurring clients tip at the holidays instead of every visit. Our cleaners are paid $23.50 an hour or more whether you tip or not.
The clean
Do you bring your own supplies?
Yes: HEPA vacuums, color-coded microfiber (bathroom cloths never touch a kitchen) and fragrance-free products. If you want us to use your vacuum or a product you like, leave it out with a note.
We have a baby and allergies. What do you clean with?
Fragrance-free, dye-free cleaners by default, a hydrogen peroxide cleaner for bathrooms and no bleach unless you ask for it. Tell us about allergies when you book and the team lead reads it before the visit.
Will you clean up after my pets?
Pet hair, nose prints on glass and food-bowl mess, yes. Litter boxes we will empty if you ask. We don’t clean up pet waste in yards, and we will text you if we find an accident indoors before we clean it.
Do you do laundry or dishes?
We load or unload the dishwasher and wash one sink load by hand. Laundry is an add-on at $25 a load: washed, dried and folded while we clean.
What don’t you clean?
Exterior windows above the first floor, carpet shampooing, mold, biohazards, furniture over 50 lb, and homes in a hoarding situation, where a specialist does better work than we can. We will point you to someone.
Trust and safety
Are your cleaners employees?
Yes. All 31 people at Sashby are W-2 employees with paid time off and workers’ comp. Nobody is a contractor and nobody finds your job on an app.
Are you insured and bonded?
$2 million in general liability, a janitorial bond and workers’ comp for every employee. We email a certificate to you, your HOA or your property manager on request.
What happens if something gets broken?
The team tells you the same day, before you find it. We repair or replace it at fair value. It happened nine times in 2025: mostly glasses, one lamp and one bathroom towel bar.
Payment
When do you charge my card?
After the clean, once the team has left and sent the checklist. There is no deposit, and recurring visits are charged one at a time.
Do you sell gift cards?
Yes, in any amount from $100. Call or text us and we email a gift card as a PDF the same day. They are popular for new parents and people who just moved.