Terms of Service

Agreement to Terms

By scheduling and receiving cleaning services from Rover Cleaning Services Chicago, whether through phone or online booking, you agree to be bound by our Terms of Service and Privacy Policy, and authorize any applicable credit or debit card charges.

Fees and Cancellations

Certain fees outlined below are designed to fairly compensate our cleaning professionals for last-minute cancellations, lockouts, or other circumstances that prevent service from being completed as scheduled.

Required Card on File

All of our billing is handled electronically via trusted third-party provider Stripe, where you can pay by credit or debit card. It is not possible for us to see any payment method details, so rest assured, your information is safe. We will save your payment method on file and charge you automatically after each clean. Receipts will be emailed to the address on file. We require all clients to have a valid payment method on file; otherwise, we reserve the right to cancel service.

Hourly Pricing

For all one-time cleans (deep cleans, move-in/out cleans, one-time standard cleans), our pricing is based on a Minimum Quoted Amount and additional hourly rates. The Minimum Quoted Amount is determined based on the size and condition of your home and serves as the base cost for the cleaning service. This will be the minimum you are charged if the cleaning is completed in less time than estimated. Additional charges apply if the cleaning exceeds the estimated time, based on the following hourly rates:

• $60/hr for 1 cleaner

• $90/hr for 2 cleaners

• $135/hr for 3 cleaners

The timeframe for completing a job is defined as the duration between the “clock in” and “clock out” times. “Clock in” occurs when cleaner(s) arrive, and “clock out” when they have packed up all cleaning materials into their vehicle.

We reserve sole discretion in determining how many cleaners to send. Our pricing is structured such that additional cleaners reduce total cleaning time. On average, adding one more cleaner makes the clean approximately 33% faster. Unlike companies that double the hourly rate when adding a cleaner, we charge only 1.5x the rate, ensuring the total cost remains consistent regardless of team size.

Card Hold

48 hours before your booking, we will place a temporary hold on your card equal to the booking amount to ensure funds are available. If the hold fails, we reserve the right to cancel the service if necessary. You will be notified via text, call, or email.

Cancellation Fee ($50)

If an appointment is canceled with less than 24 hours’ notice, a $50 cancellation fee will be charged via invoice or card on file. Any deposits or card holds will be refunded or released. This fee may also apply in other circumstances as detailed elsewhere in this Terms of Service.

Lockout Fee ($75)

If cleaner(s) arrive and are unable to gain entry, we will contact you by text and/or phone and wait up to 30 minutes. After 30 minutes without access, a $75 lockout fee will be charged. Additionally, if your home is deemed outside our service scope (e.g., due to an infestation) and service is terminated as a result, the $75 lockout fee will apply.

How to Cancel Your Recurring Service

To cancel recurring service, please call or text (872) 326-3320 or email support@rovercleaningserviceschicago.com at least 24 hours before your next scheduled appointment to avoid cancellation or lockout fees.

Recurring Service – Canceling After First Appointment

If you cancel after your first recurring service, your total owed for that appointment will revert to the full one-time service price (frequency discount removed). This prevents misuse of recurring discounts.

Cleaner Reassignment Policy

We reserve the right to reassign cleaners to appointments at our discretion. This may include recurring or one-time appointments. We will make reasonable efforts to notify you of such changes if necessary.

Late Payment Fee (5%)

If payment is not received within 14 days of service, a 5% late fee will be added to the outstanding balance. This will repeat every additional 14 days of nonpayment.

Photos/Videos

Our payment processor requires periodic before-and-after photos for quality verification. We may also share photos of cleaning work on social media. If you do not wish for photos/videos of your home to appear online, please notify us beforehand and we will honor your request.
See our Privacy Policy for details on photo and data handling.

Complaints

Please report any service-related issues to support@rovercleaningserviceschicago.com within 24 hours of service completion to qualify for review or resolution.

Refund Policy

All sales are final. No refunds or returns, except as explicitly stated in this Terms of Service.

Right to Terminate Service

Rover Cleaning Services Chicago reserves the right to terminate service for any client at any time, for any reason. Written notice will be provided via text and/or email.

Right to Refuse Service

Rover Cleaning Services Chicago reserves the right to deny or terminate service due to safety concerns, inappropriate or unsafe conditions, weapons on premises, extreme clutter, disconnected utilities, or any situation deemed “unreasonable.” Cleaners may leave if a home is unsanitary or unsafe; in such cases, a cancellation fee will apply.

Cleaning Day Preparation

Your quoted price assumes cleaners can focus solely on cleaning. Please tidy up to ensure clear access to surfaces and floors.

Pets

We are happy to work around pets but ask that indoor activity be limited for efficiency and safety. If a pet poses a risk or becomes anxious, we may refuse or terminate service. If service ends due to pet behavior, the cancellation policy applies.

Service Fees

Instant pricing is based on experience but may be adjusted after inspection. If a job requires more time than expected, we’ll notify you before proceeding. If we can’t reach you, the crew will leave and a cancellation fee will apply.
We reserve the right to reevaluate rates if actual cleaning time differs substantially from the estimate.

Recurring Service Discount

If you skip scheduled cleanings and reduce your cleaning frequency, your rate will adjust to the pricing tier matching your new frequency.

Alarms

Please ensure your alarm system is off or provide access instructions and codes in advance. If access is denied due to an alarm, a lockout fee will apply.

Use of Homeowner’s Vacuum

If you request to use your own vacuum, Rover Cleaning Services Chicago is not responsible for any damage or malfunction. If the vacuum fails, vacuuming services will not be performed.

Cleaning Supplies

Cleaners provide all necessary supplies and equipment. If you require eco-friendly products or prefer your own, please inform us beforehand and have them ready. We are not liable for any damage caused by customer-supplied products.

What We Can’t Clean

We do not provide mold remediation, hoarding cleanup, or cleaning involving bodily fluids, blood, feces, vomit, litter boxes, cages, or other hazardous materials. For details, see our Services page.

Unreachable Areas and Heavy Items

For safety, cleaners cannot climb higher than a step stool or move objects over 35 lbs. Please move heavy items before the cleaning.

Breakage/Damage and Loss Policy

Although rare, breakage or damage may occur. Cleaners exercise reasonable care but are not liable for normal wear and tear, improper installations, or undisclosed fragile items.
If damage occurs:

• Notify us within 24 hours.

• We will attempt identical replacement when possible but cannot guarantee it.

• Our liability shall not exceed the total amount paid for the service in question.

Cleaners Arrival Window

Cleanings are scheduled between 8:00 AM and 5:00 PM. While we strive for punctuality, unforeseen circumstances (traffic, weather, mechanical issues) may cause delays. We typically arrive within 30 minutes early to 60 minutes late of the scheduled time and will notify you if delayed.

Inclement Weather

We may close or reschedule cleanings during unsafe weather conditions.

Non-Solicitation Agreement

Clients agree not to directly employ, contract, or solicit any current or former Rover Cleaning Services Chicago staff or contractors during service and for two (2) years afterward. Violation incurs a $3,000 penalty, representing a fair estimate of damages. We reserve the right to terminate services immediately and pursue additional legal remedies if necessary.

Force Majeure

Rover Cleaning Services Chicago is not liable for delays or failure to perform due to events beyond our control, including natural disasters, extreme weather, power outages, pandemics, transportation disruptions, or governmental restrictions. We reserve the right to reschedule or cancel services under such conditions.

Children and Minors

Clients are responsible for supervising minors during cleanings. Cleaners may terminate service if they feel the environment poses a safety concern.

Changes to Service Scope

We reserve the right to adjust the service scope if a home’s condition requires extra time, specialized equipment, or techniques. Clients will be informed of any cost changes; if declined, a cancellation fee may apply.

Governing Law

Any claim relating to Rover Cleaning Services Chicago shall be governed by the laws of the State of Illinois, without regard to conflict of law provisions. Disputes shall first be addressed through good-faith negotiation and, if unresolved, submitted to binding arbitration in Illinois.
Rover Cleaning Services Chicago reserves the right to modify these Terms of Service at any time without prior notice.

© 2025 Rover Cleaning Services Chicago