Frequently asked questions
Straight answers about what's included, how pricing works, scheduling and what to expect on the day.
Last reviewed October 14, 2026
Services
What is included in a standard cleaning?
A Haven standard cleaning covers kitchen counters, the sink and appliance exteriors; toilets, showers, tubs and mirrors; dusting of reachable surfaces; vacuuming and mopping of floors; and emptying bins. It takes 2 to 4 hours for most homes and starts at $129 for a one-bedroom, one-bathroom home. The full room-by-room checklist is on the Standard Home Cleaning page.
How is deep cleaning different from standard cleaning?
A deep clean includes everything in a standard visit plus baseboards, door frames, window sills and tracks, cabinet fronts, degreasing in the kitchen and descaling in bathrooms. It usually takes about twice as long, 4 to 7 hours, and starts at $249. Most Austin customers book one as a first visit or a few times a year between standard cleans.
Do I need to be home during the appointment?
No. Many Haven customers leave a key, a lockbox or door code, or building access instructions in their booking. The team messages you when they arrive and again when they finish, and access details are only shared with the team assigned to your visit. You can also be home if you prefer; the team works around you.
Do you clean furnished and vacant properties?
Yes. Standard and deep cleaning are designed for lived-in, furnished homes. Move-in cleaning (from $279) and move-out cleaning (from $299) are designed for empty or nearly empty homes, and include the insides of cabinets and drawers. Haven cleans houses, apartments, condos and townhomes across Austin and nearby cities.
Can I request additional tasks?
Yes. When you book, you can add tasks such as inside the oven ($45), inside the fridge ($40), interior windows ($8 per window) or laundry ($30 per load), and each price shows before you choose it. For anything else, describe it in your notes and Haven will confirm whether it fits the visit or needs a quote.
Do you provide recurring cleaning?
Yes. Haven offers standard cleaning weekly, every two weeks or monthly. Each plan lowers the price of every visit: weekly saves 15%, every two weeks saves 10% and monthly saves 5%. Recurring customers keep the same team whenever possible, and you can pause or change the plan with 48 hours' notice.
Pricing
How is the price calculated?
Haven prices each clean by the type of service, the number of bedrooms and bathrooms, the home's condition, how often you book and any add-ons. Prices start at $129 for standard cleaning, $249 for deep cleaning, $279 for move-in and $299 for move-out. The booking form shows your price as you go, before you confirm anything.
Are cleaning supplies included?
Yes. Haven's team brings its own cleaning products and equipment, including vacuums, mops and microfiber cloths, at no extra cost. If you prefer specific products, for example for natural stone or wood floors, leave them out and mention them in your booking notes, and the team will use yours instead.
Do add-on services cost extra?
Yes. Add-ons are priced individually and the price shows before you choose them. Examples are inside the oven ($45), inside the fridge ($40), inside kitchen cabinets ($50), interior windows ($8 per window), laundry and folding ($30 per load) and changing bed linens ($10 per bed). They can be added to any Haven cleaning.
Can the price change after the booking is submitted?
Only if the home is very different from what was described in the booking, for example much larger or in heavier condition. In that case Haven talks to you before doing any extra work, and nothing is added without your agreement. Prices for bookings that match their description do not change.
Are there additional charges for unusually difficult jobs?
Heavy buildup, post-construction dust, homes over 4,000 square feet and hoarding situations are not priced online. Haven quotes them individually instead, so the price reflects the real work. Use Get a quote, describe the home and include photos if you can, and you'll have a price within one business day.
Scheduling
How far in advance should I book?
Three to five days ahead is usually enough for a standard or deep clean in Austin. Move-out dates at the end of the month fill up first, so book those one to two weeks ahead. The booking form only shows days with open slots, and same-week appointments depend on the team's schedule.
Can I change my appointment?
Yes. You can reschedule a Haven cleaning from your confirmation email or by contacting us, free of charge, as long as it's more than 48 hours before the visit. Changes inside 48 hours carry a $40 late-change fee, because the team's day has already been planned around your appointment.
What happens if I need to cancel?
Cancelling a Haven cleaning more than 48 hours before the visit is free. Inside 48 hours there's a $40 late-change fee. If the team can't get in at the booked time and can't reach you within 30 minutes, the visit counts as a late cancellation. The full rules are in the cancellation and rescheduling policy.
Can I request the same cleaner for future appointments?
Yes. Haven keeps recurring customers with the same team whenever it can, so the people cleaning your home learn how you like things done. If your usual team is unavailable on a given day, you'll be told in advance and can choose a different date or another team.
What happens if the team is delayed?
Haven messages you as soon as a delay is known, with a new arrival time. If the new time doesn't work for you, the visit is rebooked at no charge. Visits Haven cancels or moves are never charged, and no late-change fee applies when the delay is on our side.
Preparation and access
Should I tidy my home before the cleaners arrive?
A quick pick-up of clothes, toys, dishes and papers helps, because it lets the Haven team spend the booked time cleaning instead of moving things. You don't need to clean beforehand. For move-in and move-out cleans, the home should be empty of belongings and trash so cabinets, drawers and floors can be reached.
Do I need to provide cleaning equipment?
No. Haven's team brings everything needed for the visit, including vacuums, mops, buckets, microfiber cloths and cleaning products. You only need to provide access to running water and electricity. If you'd like a specific product used on a particular surface, leave it out and mention it in your notes.
How should I communicate access instructions?
Add access instructions, such as a door code, lockbox, key location or building check-in, in the notes when you book. Haven stores them securely and only shares them with the team assigned to your visit. For condos and apartments, include parking and elevator rules so the team arrives on time.
What should I do with pets during the appointment?
Friendly pets can stay out while the Haven team works; nervous pets are usually happier in a closed room or crate. Tell us about pets in your booking so the team knows what to expect, and choose the extra pet hair care add-on ($25) if your home needs more vacuuming on upholstery and corners.
Can the team clean around personal belongings?
Yes. The Haven team cleans around items on surfaces and puts things back where they were. Tell us about anything fragile, valuable or off-limits in your booking notes, and the team will leave it untouched. Moving heavy furniture isn't part of a standard visit, but cleaning behind movable furniture is a $25 add-on.
Trust and service quality
Are the cleaners insured?
Yes. Haven carries general liability insurance for work in customers' homes across Austin. If your building or property manager needs proof, ask us for a certificate of insurance and we'll send it before your visit. Damage is handled under Haven's damage and incident procedure, described in the policies section.
Do you conduct background checks?
Yes. Every Haven team member is background-checked before their first visit to a customer's home, and is trained on the same room-by-room checklists used on every service page. Recurring customers keep the same team whenever possible, so you'll usually see familiar faces.
What happens if something is damaged?
Tell Haven within 48 hours of the visit, with photos if you can. We follow the damage and incident procedure: we review what happened, keep you updated and arrange a repair, replacement or reimbursement where we're responsible. The full process is in the damage and incident reporting policy.
What should I do if a task was missed?
Let Haven know within 48 hours of the visit, with a photo if possible. If a task on your checklist was missed or not done properly, the team comes back to finish it at no charge, usually within a few days. This applies to every service, including recurring visits.
Do you offer a satisfaction policy?
Yes. If something on your checklist wasn't done properly, Haven returns to put it right at no charge, as long as you tell us within 48 hours of the visit. The policy covers the tasks in your booking; the service limitations policy lists what isn't covered, such as permanent stains or damage.