Terms of Service

Last Updated: August 5, 2025

By booking a service through Robin’s Cleaning Company, you agree to the terms and conditions outlined below. If you do not agree to these terms, you should not schedule a service with us.

Booking Confirmation

Submitting an online booking request does not guarantee a specific date or time. You will be contacted via phone or email to confirm your appointment.

Cleaning Providers

All of our cleaning providers are carefully vetted and background-checked before joining our network. We hold each provider to high standards of professionalism, reliability, and respect for your home.

Right to Refuse Service

We reserve the right to decline or discontinue service at any time if a home is unsafe, unsanitary, or presents inappropriate or hazardous conditions. This includes, but is not limited to, the presence of weapons, excessive clutter, disconnected utilities, or threatening behavior.

Our providers may leave if the home is in an exceedingly unclean state or if they feel unsafe or intimidated. If service is refused or discontinued for any of these reasons, a $100 cancellation fee will apply.

Cleaning Day Preparation

Please make sure that areas to be cleaned, such as floors, counters, tabletops, etc., are clear and accessible before your appointment. Your cleaning fee is calculated based on our providers devoting all of their time to cleaning.

If you would like the providers to assist with any additional tasks beyond cleaning, please contact us in advance so we can adjust your quote to reflect the extra time needed.

Extra Services

The following add-on services are available for an additional fee. Please request them in advance so we can adjust your quote accordingly:

Heavy-duty cleaning
Blinds (wet wipe or detailed)
Inside oven cleaning
Dishes

Pets

We are happy to provide cleaning services in homes with pets. However, if a pet becomes aggressive, agitated, or poses a safety risk to our providers, we reserve the right to discontinue the service immediately.

If a cleaning must be canceled or cut short due to pet-related safety concerns, our standard $100 cancellation fee will apply.

Please note that pets may behave differently when family members are not present. We appreciate your understanding in helping us ensure a safe working environment for everyone.

Service Fees

All quotes provided online or over the phone are based on our experience and the information you provide at the time of booking. However, if the actual condition of the home differs significantly, we reserve the right to adjust pricing accordingly.

If our providers arrive and determine that the cleaning will require substantially more time than expected, we will attempt to contact you to discuss the revised estimate. If we are unable to reach you or if you decline the updated service time or price, the provider may leave, and a $100 cancellation fee will apply.

We reserve the right to reassess our pricing at any time to ensure that our services continue to meet your expectations and reflect the actual scope of work.

Payments

We accept credit card payments only. Your card will be charged after the service is completed.

Refund Policy

We do not issue refunds. However, if something was missed, contact us within 24 hours and we’ll return to fix it at no additional cost.

Subscription Service Discount

Recurring discounts apply after the first cleaning. If cleanings are skipped and your frequency changes, your rate will adjust to match the new frequency.

Increases In Rate

If your home, service schedule, or living situation changes (for example, renovations, moving, additional residents, or new furniture), your rate may be updated to reflect those changes.

Rates may also be reviewed and adjusted once per year, with increases capped at 10 percent.

Lockouts

Clients are responsible for ensuring our team can access the home on the day of service. If our providers are locked out upon arrival, we will attempt to contact you to arrange entry.

If we cannot reach you within 30 minutes, the appointment will be missed and a $100 cancellation fee will apply to cover lost time and travel.

Cancellations

We reserve time specifically for your appointment. To avoid a fee, please cancel or reschedule at least 24 hours in advance.

A $100 cancellation or lockout fee will be charged if:

You cancel with less than 24 hours’ notice
We are unable to access the property upon arrival
Our team is turned away at the door

Alarm Systems

If you have a security system, please disarm it or provide access instructions before the appointment.

If your alarm code changes, please notify us to avoid a lockout fee.

Using Your Vacuum

If you ask us to use your personal vacuum, we are not responsible for any damage or malfunctions that may occur during use.

We do not maintain or inspect client-owned equipment, and we are not liable for repairs or replacement.

If your vacuum is not working properly at the time of service, we may be unable to vacuum your floors.

Services We Do Not Offer

We do not offer mold removal and are not liable for any mold-related risks or conditions in your home.

We also do not clean hoarding homes, blood, bodily fluids, feces, vomit, cat litter boxes, bird cages, or any form of pet or human waste, as these require specialized services beyond what we provide.

Inaccessible Areas and Heavy Items

For safety and liability reasons, our providers do not climb higher than a step stool and do not work outside the home. If you’d like us to clean behind furniture or appliances, please move any items over 35 pounds before your appointment.

Damage or Loss Policy

While we take great care during each cleaning, occasional accidents can happen. Our providers are insured and follow safety protocols to minimize risk.

Robin’s Cleaning Company is not responsible for damage caused by normal wear and tear, improper installation, or undisclosed fragile items such as artwork, collectibles, or heirlooms.

If you have any delicate or irreplaceable items, please let us know in advance and provide instructions on how you'd like them handled.

Any damage or loss must be reported within 24 hours of the appointment. We will do our best to replace or repair affected items, but identical replacements are not guaranteed.

Photo Usage Policy

We take pride in the results our team delivers. To highlight the quality of our work, providers may take before and after photos of the spaces they clean. These photos may be used on our website, social media, or marketing materials to showcase the transformation and professionalism of our services.

Photos are chosen carefully to reflect our standards and brand. Images are always reviewed for quality and used respectfully. We will honor any reasonable client request not to use photos of their home.

This policy helps us build trust, demonstrate the results of our work, and celebrate the effort our cleaning providers put into every home.

Arrival Window

To keep travel efficient and service costs low, we schedule cleanings based on location and route optimization. While we do our best to honor specific time requests, exact arrival times cannot be guaranteed.

Appointments are booked with a 2-hour arrival window between 8:00 AM and 4:00 PM. Delays can happen due to traffic, weather, or other unforeseen circumstances. If we’re running behind, we’ll reach out by phone or text to keep you updated.

Holidays

We do not operate on:

Independence Day
Thanksgiving
Christmas Eve & Day
New Year’s Eve & Day

If your cleaning falls on a holiday, we’ll contact you to reschedule.

Key and Entry Policy

Robin’s Cleaning Company is not responsible for theft or damage if you choose to leave a key in an unsecured location, such as under a mat or in an unlocked area, for provider access.

If your service is canceled or ends, any keys in our possession will be returned within 48 hours or on the next business day.

Non-Solicitation of Providers

Our providers have been thoroughly screened, background-checked, and have prior experience as cleaning providers. We ask that you do not hire any of our providers directly outside of Robin’s Cleaning Company.

We invest time and resources into finding and connecting clients with reliable cleaning providers. By booking with us, you agree not to solicit or employ any provider introduced to you through Robin’s Cleaning Company for a period of 12 months after your last service.

Image Use and Copyright

All images and content on our website are protected by copyright law. Some images are licensed through third-party providers and may only be used in accordance with their licensing terms.

You may not copy, alter, redistribute, or reuse any images from our site without written permission from the copyright holder. Unauthorized use may result in copyright infringement and legal action.

Limitation of Liability

To the fullest extent permitted by law, Robin’s Cleaning Company is not liable for any indirect, incidental, special, or consequential damages arising out of or related to our services. This includes, but is not limited to, lost wages, emotional distress, or costs incurred due to rescheduling or dissatisfaction with service outcomes.

Our liability, if any, is limited to the amount paid for the specific service in question.

Arbitration Clause

In the event of a dispute between you and Robin’s Cleaning Company, both parties agree to resolve the matter through binding arbitration rather than in court, except for claims that qualify for small claims court.

Arbitration will be conducted in accordance with the rules of the American Arbitration Association (AAA) and held in the State of Illinois.

Each party is responsible for their own legal fees, and any judgment rendered by the arbitrator may be entered in a court of competent jurisdiction.

Governing Law

Any claim related to Robin’s Cleaning Company or this website will be governed by the laws of the State of Illinois, without regard to its conflict of law rules.

We do our best to keep our website clear, helpful, and up to date. If you have suggestions for improvement, we’re always open to hearing them.

Robin’s Cleaning Company reserves the right to update or modify these terms at any time without prior notice.