Terms of Service

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

We reserve the right, at our sole discretion, to reassign cleaners to appointments as necessary. This reassignment may apply but is not limited to recurring service appointments and one-time appointments. We will take reasonable efforts to provide prior notification of any such changes whenever possible if we deem necessary.

Late Payment Fee (5%)

If we are unable to collect payment for services rendered within 14 days of service, a 5% late payment fee will be added to the balance due on your outstanding invoice. This process will be repeated for each additional 14 days without payment.

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.

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

Rover Cleaners LLC reserves the right to terminate service for any client at any time for any reason. Written notice will be provided via text message and/or email.

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

We will gladly work around pets. However, we ask that indoor activity is limited for cleaning efficiency & safety reasons. If your pet becomes anxious or presents a safety concern, Rover Cleaners LLC reserves the right to refuse or terminate the service. If the removal of our cleaning technician is due to pets (e.g. aggression, etc.), our cancellation policy will apply.

Service Fees

Please remember we give these instant prices based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time, we’ll call you to let you know of any changes. If we are unable to reach you, the crew will have to leave & you will be charged the cancellation fee.

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

To prevent abuse of our recurring service discount, if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

Alarms

If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change, please let us know so that you do not incur a lockout charge.

Use of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.

Cleaning Supplies

The cleaners provide the equipment & products needed to thoroughly clean your home. If you require us to use green cleaning products only, please let us know before we start the service. If you require that we use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made, we ask that you have the cleaning chemicals & supplies ready to go so that we can perform our cleaning service as efficiently as possible.

What We Can't Clean

Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes. We cannot clean hoarding homes or areas containing any animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions. For the full list of what we don’t do in our cleaning, please review our Services page.

Unreachable Areas and Heavy Items

For safety and liability reasons, the cleaners can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 35 pounds, if you would like cleaning behind heavy objects, please move prior to cleaning.

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.

Cleaners Arrival Window

We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees. If you require a specific time, we will make every effort to accommodate your request. However, no times are guaranteed. Due to the unpredictable nature of our business and unforeseen circumstances, such as traffic jams, weather, mechanical problems — please allow us the flexibility to schedule our cleaning between 8:00 am & 5:00 pm. We generally do not run more than 30 minutes earlier nor more than 60 minutes later than the scheduled appointment time. If we are running late we will call you and/or text you.

Inclement Weather

We will be closed for business when weather conditions prevent cleaners from driving safely to clients’ locations.

Non-Solicitation Agreement

The client hereby agrees not to directly solicit for employment, contract, or engage any employee, contractor, or representative of our company during the term of service and for a period of two (2) years following termination of services. This includes but is not limited to cleaners, administrative staff, management, or any other individuals associated with our company.

In the event that a client breaches this agreement, the client agrees to pay a monetary penalty of $3,000 USD. This fee is a genuine pre-estimate of the damages that our company would suffer in the event of such breach.

We reserve the right to terminate our services immediately upon the discovery of any such solicitation without any obligation for a refund or any other liabilities. This clause does not prevent our company from pursuing any other remedies available under the law for any breach of this agreement.

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.

Rover Cleaners LLC reserves the right to change these terms & conditions at any time without prior notice to you.

© 2022 Rover Cleaners LLC