Frequently Asked Questions

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How does your team get in if I'm not home?

For clients who are not home for their scheduled cleaning, there are several options we can arrange in advance. If you have a doorman or concierge in the building, leave a key for us and we will return it when finished. Some customers simply leave a key under the doormat, in the mailbox or other hidden places. For customers who we work with on an ongoing basis, we keep a key to your home in our locked key vault, to be used on the day of your service and returned securely afterward. This gives us access to your home during the appointment, without having to remember leaving us a key for each visit.

We understand each customer's needs are different. Please let us know about your unique situation and we will find the easiest way to complete your cleaning.

I work from home, can you work around me?

Absolutely! Many of our customers work from home and have chosen MetroMaids so they can focus on work and not worry about cleaning during the work day. We are fast, efficient and stay out of your way while you continue working uninterrupted during our visit.

I have pets. Is that okay?

We love animals! Just let us know when booking or leave a note for our team if there is anything special you would like us to do or know about.

Is your site and service safe?

Yes! Our customers safety and security is our first priority. We work hard to stay on top of current safety and security practices by using a variety of technology and management solutions. Each team member has passed a complete background screening, participates in ongoing training programs and has our complete confidence. Our website and entire checkout process is completely secure using SSL encryption and passes daily integrity checks. We maintain your private, personal data and do not sell or disclose any information to third-parties. For more information, please read our complete Terms & Conditions and Privacy Policy.

What if something in my house gets broken?

We realize that sometimes, regardless of how careful we are, accidents do happen. If something gets damaged, please notify MetroMaids within 24 hours of your service appointment — we are fully insured and bonded to protect your home.

What type of products do you use?

All of our cleaning products are environmentally friendly and organic whenever possible. We understand some customers do have allergies or sensitivities to fragrances — we leave your home clean and fresh, without leaving any artificial fragrances or additives behind.

Are there any additional fees for cleaning services?

There are no hidden fees, extra surcharges or add-on costs. Our flat rate pricing structure is simple to understand, meaning you pay only what you agreed to and the same amount each visit.

What are your rates?

Other companies have many strategies for pricing, usually involving initial on-site visits or consultations for estimates, adding additional fees when the cleaning crew arrives and other add-ons or surcharges which come as a surprise to the homeowner. Our flat rate pricing keeps things simple and straightforward and always stays the same for each appointment. For details on our rates and to schedule an appointment, please visit our Services page.

How do I pay?

We accept major credit cards including Visa, MasterCard, Discover and American Express. All payments are processed with our secure online system when your appointment is scheduled.

Do I need to provide any supplies?

Not at all. Just make sure our team can get into your home at the scheduled time and we will handle the rest. We provide all the tools and eco-safe products to clean your house.

Do you offer gift certificates?

Yes! Give the gift of a clean home and peace of mind with MetroMaids. Purchase gift cards here or over the phone.

Can I schedule multiple cleanings in advance?

Absolutely! You can schedule multiple appointments through our online booking process or contact us directly and place your order over the phone.

What if there is bad weather?

We value the safety and well-being of our staff. MetroMaids Inclement Weather Policy is simple — we will cancel all appointments for the day when Boston Public Schools or MBTA service are cancelled. If your appointment is cancelled due to weather, we will contact you to reschedule for the next available time. If we are unable to reschedule your appointment we will issue a full refund. For other questions about our weather policy or to reschedule an upcoming appointment please contact us today.

What makes MetroMaids different from other cleaning companies?

We're glad you asked. Many companies have years of experience but that comes along with a lot of antiquated policies and procedures. We're confident that our easy to understand pricing, service guarantees and commitment to quality will be a pleasant surprise for anyone who has used other companies in the past. We encourage you to give MetroMaids a try and see the difference!

Why use a company? Why not hire someone directly?

Many of our clients have tried this method before. There are many challenges to hiring and managing workers in your home — MetroMaids handles all the details of training, scheduling and quality assurance. We are fully bonded and insured against accidents, breakage or theft from your home. All team members pass a background screening and employment verification in addition to completing the MetroMaids training program. Also, all employees pay federal and state taxes, Social Security and Medicare taxes and are covered by workers compensation insurance.

Can I cancel my appointment?

Sure. Life happens. To avoid any service fees, all we ask is that you contact us at least 24 hours in advance and we will cancel or reschedule your appointment at no charge. For appointments cancelled less than 24 hours before the scheduled service, Metro Maids will charge a $50 service fee.

How do I reschedule?

Please contact us as soon as possible to move your appointment and avoid a cancellation fee. Appointments must be rescheduled at least 24 hours in advance.

Who can I contact with a problem?

If there is a quality issue, please contact us within 24 hours. We work hard to ensure your satisfaction and want to address your problem as quickly as possible. You can contact us via email at or call (617) 379-0039.

Are you hiring? How can I apply?

We are always looking for dedicated, enthusiastic people to join our team. If you would like to discuss opportunities we currently have available, please contact us.

Should I tip the cleaning team?

Tipping and gratuity are not expected or required at MetroMaids. You are under no obligation to tip our staff. We welcome and encourage feedback about your service as we are always eager to hear about our customers experiences. During the holiday season, it is common for our customers to show appreciation for the exceptional service they have received throughout the year with a small gift or gratuity — team members are thankful for this acknowledgement and grateful for your business.

A word from our happy customers