Terms of Service
By booking with and receiving services from Rover House Cleaners whether by phone or online booking, you agree to the following Terms of Service, any necessary credit/debit card authorizations, and our Privacy Policy. Any fees detailed below are in place primarily to compensate cleaners with regard to last-minute cancellations and lockouts.
Marketing Consent
By booking services, you consent to receiving service-related communications (confirmations, reminders, updates). Marketing communications are subject to our Privacy Policy (https://rovercleaners.com/privacy-policy/), and you may opt out at any time.
Required Card on File
All of our billing is handled electronically via trusted 3rd-party provider Stripe, where you can pay by credit or debit card. It is not possible of 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 your email on file. We require all clients to have a working 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 set 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 will be charged if the cleaning service is completed in less time than estimated. Additional charges will apply if the cleaning service 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
Timeframe for completing a job is defined as the duration between the “clock in” and “clock out” times. “Clock in” is when the cleaner(s) arrive at your property, and “clock out” is when the cleaner(s) have packed up all cleaning materials into their vehicle.
We reserve the sole discretion in determining how many cleaners to send to your home. Our pricing is designed such that more cleaners result in less time spent cleaning. Data shows that adding one more cleaner makes the clean go 33% faster. Unlike companies that double the hourly rate when adding a cleaner, we charge only 1.5x the rate, ensuring that the final price remains about the same regardless of the number of cleaners sent.
Card Hold
48 hours ahead of your booking time, we will put a hold on your card equivalent to the amount of the booking to ensure funds are available. If the hold fails, we reserve the right to cancel the service if we deem necessary. You will be notified via text/call/email.
Cancellation Fee ($50)
If the client cancels an appointment with less than 24 hours notice, we reserve the right to charge a $50 cancellation fee via invoice or card on file. Any deposits and/or credit card holds will be refunded or released. The cancellation fee is also applicable in other circumstances, as detailed on elsewhere this Terms of Service.
Lockout Fee ($75)
If cleaner(s) arrive at your home and are unable to gain entry, we will contact you via text message and/or phone call, then wait up to 30 minutes. After 30 minutes of failing to gain entry, a $75 lockout fee will be charged via invoice or card on file. In addition, if your clean is deemed outside of our scope of work according to our Services page (e.g. we arrive to your home and there’s an infestation) and we terminate service as a result, then a $75 lockout fee will be charged via invoice or card on file.
How to Cancel Your Recurring Service
If you need to cancel your recurring service, please call or text our office at (214) 396-6466 or email us at [email protected] with at least 24 hours notice to your next scheduled appointment to avoid being subject to a Cancellation Fee or Lockout Fee.
Recurring Service - Canceling After Your First Appointment
If you cancel after the first appointment of a recurring service, your total owed for that booking will now become the full Service Total price (Frequency Discount removed) and any difference will be charged accordingly. This is here in order to prevent people from taking advantage of our recurring discount and cancelling after the first appointment.
Cleaner Reassignment Policy
Late Payment Fee (5%)
Photos/Videos
We are required by our payment processor to routinely take before/after pictures of cleaning work to ensure that work is being done properly. We also share photos of cleaning work on social media. If you do not want pictures/videos of your home online, please let us know beforehand and we will respect your wishes.
See Privacy Policy (https://rovercleaners.com/privacy-policy/) for details on how photos and personal data are handled.
Complaints
Please direct any service-related complaints to [email protected] within 24 hours of service completion to qualify for potential resolution.
Refund Policy
All sales are final. No returns or refunds, except as expressly stated in this Terms of Service.
Right to Terminate Service
Right to Refuse Service
Rover Cleaners LLC reserves to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities, or anything that we deem “unreasonable.” Our cleaners have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged a cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, so we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc.
Pets
Service Fees
We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet your standards. Rover Cleaners LLC will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original bid.
Recurring Service Discount
Alarms
Use of Homeowner’s Vacuum
Cleaning Supplies
What We Can't Clean
Unreachable Areas and Heavy Items
Breakage/Damage and Loss Policy
While an occurrence is rare, the possibility of breakage or damage is present while we clean. The cleaners exercise reasonable care when cleaning your home. We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process. These items include but are not limited to the following:
- Artwork, Collectibles & Family Heirlooms: These items are expensive and impossible to replace. The client should point out such items to us before starting service. Please advise us on how you would like your fragile items handled.
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Our liability shall not exceed the total amount paid for the service in question.
Cleaners Arrival Window
Inclement Weather
Non-Solicitation Agreement
Force Majeure
Rover Cleaners LLC shall not be held liable or responsible for any failure or delay in performance arising from circumstances beyond our reasonable control. These include but are not limited to: natural disasters, acts of God, severe weather, power or utility outages, pandemics, epidemics, labor disputes, accidents, transportation interruptions, or governmental restrictions. In such cases, we reserve the right to reschedule or cancel services without liability.
Children and Minors
For safety reasons, clients are responsible for ensuring that children and minors are supervised during cleaning appointments. Rover Cleaners LLC will not assume liability for the safety of minors left unattended while cleaners are present. Cleaners may refuse or terminate service if they believe the environment poses a safety concern.
Changes to Service Scope
We reserve the right to modify or adjust the scope of service at any time if the condition of the home requires additional time, specialized products, or techniques not included in the original booking. In such cases, we will notify the client of any necessary adjustments and associated costs. If the client declines, the cleaners may terminate service, and a cancellation fee may apply.
Governing Law
Any claim relating to the Rover Cleaners LLC website shall be governed by the laws of the State of Texas without regard to its conflict of law provisions. We have taken every effort to design our website to be useful, informative, helpful & honest. Hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
Any disputes arising under these Terms shall first attempt resolution through good faith negotiation. If unresolved, disputes shall be subject to binding arbitration in Texas.
Rover Cleaners LLC reserves the right to change these terms & conditions at any time without prior notice to you.
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