Service Policies

Boston Clean Crew

Frequently Asked Questions

Everything you need to know about booking, pricing, and our cleaning services

BOOKING & QUOTES

Can I get a free quote?

Yes. Use our online tool for a free, instant quote anytime: bostoncleancrew.com/booking-page

How do I book an appointment?

Submit a request through our online booking tool. You’ll receive a confirmation email once your appointment is booked, typically within 24 hours: bostoncleancrew.com/booking-page

Do you accommodate last-minute bookings?

Yes, subject to availability. A $25 last-minute fee applies to appointments booked less than 48 hours in advance, and a $50 fee applies to same-day requests. This is added on top of the service fee.

Do you offer discounts?

Yes. We run occasional promotional discounts on our social media pages, and we offer standing discounts for weekly, bi-weekly, and monthly recurring clients.

Do you service my area?

We serve Boston and the Greater Boston area. As a rule of thumb, if we can reach a town or city within an hour, we service it. Contact us if you’re not sure whether you’re in our range.

Do you offer gift cards?

Yes. Contact us directly to request a gift card.

OUR CLEANINGS EXPLAINED

What’s the difference between an initial clean and a recurring clean?

Every cleaning includes a thorough clean of all surfaces and floors. An initial clean is more detailed and takes more time and materials, which is why it’s priced higher than a recurring clean.

When do I receive an initial clean?

Two cases call for an initial clean: your first appointment as a new client, and any appointment where your last cleaning was more than 30 days ago.

What is a move-in / move-out clean?

It’s a deep clean of an empty space, scheduled right before a move-in or right after a move-out. It covers all floors and surfaces, windows, and the interiors of cabinets, closets, the fridge, and the oven.

How long will my cleaning take?

It depends on the size of your home and the extent of the work, but most cleanings take between 2 and 6 hours.

What are add-on services?

Add-ons are extra services not included in a standard residential cleaning. Popular ones include interior fridge, interior oven, windows, and baseboards, and we’re happy to accommodate custom requests. Add-ons are available on request for an additional charge.

Do you offer green (eco-friendly) cleaning?

Yes. Green cleaning is available as an add-on service — just request it when you book.

How do you count dens, offices, and other extra rooms?

Any room that isn’t the living room, dining room, kitchen, or bathroom counts as a bedroom — this includes dens, offices, and similar spaces.

WHAT WE DO & DON’T DO

Do you bring your own supplies and equipment?

Yes. Our team brings all cleaning supplies and materials. If there’s a specific product you’d like us to use, let us know when you book.

Do you clean exterior windows?

We clean interior windows only, including the frame and windowsill. We do not clean exterior windows.

Do you clean high surfaces?

For safety and liability reasons, we clean only areas reachable with a 3-step ladder.

Do you move furniture or appliances?

For safety and liability reasons, we don’t move furniture or appliances, and we don’t take apart any appliance fixtures.

YOUR APPOINTMENT

Do I need to be home during the cleaning?

No. You’re welcome to be home, but you don’t need to be. Just provide access information when you book.

How should I prepare before the team arrives?

A few quick steps help us work efficiently: pick up clutter from the areas you’d like cleaned, secure any valuables, and point out anything fragile or anything that needs special care.

What should I do with my pets?

For the team’s safety and your pet’s comfort, please secure any pets that may be anxious around strangers or that could get in the way during the cleaning.

Do you require parking?

If free parking isn’t available at your location, the client is responsible for any parking costs, such as a garage or metered parking.

Can I request the same cleaner each time?

Yes, you can request a specific cleaner, and we do our best to keep things consistent. We can’t always guarantee the same cleaner, though, due to schedule and team changes.

Are you available on holidays?

We’re available on some holidays but not all. You can confirm holiday availability when you book.

TRUST & GUARANTEE

Are you insured?

Yes. Boston Clean Crew is fully insured.

Are your cleaners background-checked?

Yes. All of our cleaners are reference-checked and background-checked.

Do you guarantee your work?

Yes. Your satisfaction is guaranteed. If anything is missed, let us know within 24 hours and we’ll send the team back to complete the task.

PAYMENT

What forms of payment do you accept?

We accept debit and credit cards through our secure online form, as well as Venmo (@bostoncleancrew).

When will I be charged?

Payment is processed after your cleaning is complete.

Are deposits required?

A deposit is required for any service over $500.

Do you charge extra for homes with pets?

Yes. A pet fee applies to homes with pets to cover the additional cleaning time involved.

Can I tip the cleaning team?

Tipping is completely optional and never expected. If you’d like to tip, we prefer that you tip your cleaner directly before they leave, or you can ask for their Venmo details afterward.

CANCELLATIONS & CONCERNS

What is your cancellation policy?

Please let us know about any cancellation at least 48 hours before your appointment. Last-minute cancellations are charged 50% of the estimated service cost.

Can I reschedule my appointment?

Yes. You can reschedule up to 24 hours before your appointment at no charge. Repeated rescheduling — more than two consecutive times — is subject to the cancellation fee.

What if the cleaning team missed something?

Let us know within 24 hours of your appointment. Send a description and photo(s) of the issue to info@bostoncleancrew.com, and we’ll schedule the team to return and fully address any missed areas.

Most commercial work is custom-quoted after an in-person walkthrough, so we can understand your space and needs before providing pricing.

GETTING STARTED

Do you offer commercial cleaning?

Yes. We provide commercial cleaning for a range of businesses, including offices, retail, and post-construction sites.

How is commercial pricing structured?

Commercial pricing is based on the type of business, the size of the space, and your specific requirements. We don’t provide commercial quotes without first completing an in-person walkthrough.

Do you offer recurring cleaning for businesses?

Yes, and recurring commercial clients receive a discount. We’ll build a schedule around what works best for your business.

Can you clean outside of business hours?

Yes. We can clean outside of business hours, and in many cases we prefer to — it keeps your space uninterrupted during operating hours.

Do you handle post-construction cleaning?

Yes. Post-construction cleaning is one of our specialties, quoted after a walkthrough of the site.

Can you accommodate large or multi-location spaces?

Yes. We’re equipped to handle large spaces as well as clients with multiple locations.

INSURANCE & AGREEMENTS

Are you insured, and can you provide a certificate of insurance (COI)?

Yes. Boston Clean Crew is fully insured, and we can provide a certificate of insurance (COI) on request.

Do you sign contracts or service agreements?

Yes. Commercial work is carried out under a service agreement that defines the scope, schedule, and terms for your business.

How is commercial billing handled?

Billing is set according to the contract agreed with each client, so terms are tailored to your arrangement rather than charged per visit.

ACCESS & STAFFING

How do you handle building access, keys, and alarm codes?

You provide the access details we need — keys, codes, or entry instructions — and we follow your building’s access and security requirements.

Do you provide your own supplies for commercial jobs?

Yes. We provide our own cleaning supplies and materials. If your facility requires specific products, let us know and we’ll accommodate.

Can we get a consistent cleaning crew?

We do our best to maintain the same crew for your account for consistency. Occasional changes can happen due to team or last-minute schedule changes.

How do I reach customer support?

Call or text 617-213-0738 or 617-297-7656, or email info@bostoncleancrew.com. We’re available Monday–Friday, 8am–5pm. Weekend support is limited.

Boston Clean Crew · bostoncleancrew.com · 617-213-0738