Terms of Service — Rochester's Best Cleaning LLC


Welcome to Rochester's Best Cleaning LLC. By booking, scheduling, or receiving services, you agree to the following Terms of Service ("Terms"). Your use of our home cleaning services (our "Services") constitutes explicit acceptance of all of the terms contained herein.


1. Scope of Services

Rochester's Best Cleaning LLC provides residential cleaning services based on the service package selected during booking. Services may include standard cleaning, deep cleaning, recurring maintenance cleaning, move-in/move-out cleaning, and add-on services. Specific tasks included in each service are outlined at the time of booking.

All times provided for the Services are estimates only. While we do our best to ensure that we arrive on time, we cannot guarantee an exact time of arrival or departure. If something comes up that causes delay, we will endeavor to communicate with you as soon as we can.

Other Workers Present. We cannot guarantee the quality of our work if additional unaffiliated workers (movers, handymen, contractors, or anyone else performing work) are present in the home while our Services are being performed. If you choose to have other workers present, you acknowledge and accept any resulting limitations on our work quality and any re-cleaning that may be required.

Scope Exclusions. The following are not included in any standard cleaning package unless expressly quoted and agreed upon in writing:

  • Wall Washing. Not included in standard packages. Available as an optional add-on or as part of our hourly services at a rate of $120.00 an hour with a two hour minimum.

  • Tile Grout & Caulking. We do not deep clean tile grout or caulking as part of standard service. Old or moldy caulking requires removal and re-caulking, which is outside our scope. We may attempt to clean affected areas but cannot guarantee specific results.

  • Exterior Surfaces. We do not perform exterior cleaning, including exterior windows, hardscape, driveways, or outdoor areas.

We reserve the right to refuse or discontinue service for unsafe, unsanitary, or hazardous conditions, and shall at all times act in accordance with applicable laws, rules, and regulations in performing the Services.


2. Exploring Our Services & Initial Consultation

If you think Rochester's Best Cleaning LLC might be a good fit for your needs, contact us for a quote. Quotes are provided free of charge and are estimates only, based on the scope of work and property condition as described at the time of booking. Quotes expire after thirty (30) days.

While we endeavor to provide the most accurate quote possible, jobs can end up being larger than represented, or circumstances outside our control may cause a quote to increase. Prior to charging any increase, we will notify you in writing, and you will be required to accept the increase before we move forward. Any increases will be invoiced at the end of your project(s).


3. Independent Cleaning Professionals

Services may be performed by independent cleaning professionals or subcontracted service providers assigned by Rochester's Best Cleaning LLC. When you hire Rochester's Best Cleaning LLC, you are hiring the company — not a specific employee, agent, or worker.

We reserve the right to assign, replace, or reassign cleaning professionals at our discretion. Any change in the person or persons providing the Services does not entitle you to a reduction in cost, or a pause or cancellation of Services. If you request a specific cleaner, we will do our best to accommodate that request but cannot guarantee availability.


4. Pricing & Payment

Pricing is based on:

  • Home size

  • Condition of property

  • Number of bedrooms/bathrooms

  • Service type

  • Estimated cleaning time

  • Add-on services

Final pricing may be adjusted if actual conditions differ materially from the original booking description. All prices are in U.S. Dollars. We accept most forms of payment, including credit card, and debit card. Payment is due immediately upon completion of service unless otherwise agreed in writing; for invoiced accounts, all invoices are due and payable within forty-eight (48) hours of receipt.

We reserve the right to change our pricing at any time, provided we give thirty (30) days' advance written notice of any change affecting your Services.

By providing a payment method, you represent and warrant that the information is accurate, that you are authorized to use it, and that you will notify us of any changes. We may use third-party services to obtain updated card expiration dates. Rochester's Best Cleaning LLC reserves the right to charge cards on file for:

  • Completed services

  • Late cancellation fees

  • Lockout fees

  • Approved add-ons

  • Outstanding balances

Late & Returned Payments. If a payment is denied, you will be responsible for a $50.00 administrative fee, which represents liquidated damages for our reasonable administrative costs in obtaining new payment. Unpaid invoices accrue interest at three percent (3%) per month starting forty-eight (48) hours after receipt until paid in full. Once an invoice becomes thirty (30) days past due, we may transfer the account to a collection agency or attorney, and you agree to reimburse all reasonable costs and fees incurred in collecting the past-due balance, including attorneys' fees.

Chargebacks. We do not permit chargebacks. If you initiate a chargeback on a payment made to Rochester's Best Cleaning LLC — regardless of the outcome of the dispute — you agree to pay a $5,000.00 penalty as liquidated damages for the estimated time, energy, and cost required to respond to the chargeback. You agree this amount is reasonable and was negotiated in advance of agreeing to these Terms.


5. Deposit & Card on File

Rochester's Best Cleaning LLC does not currently require a monetary deposit to reserve an appointment. Instead, as a condition of booking, you agree to provide a valid payment card to be kept on file. By placing a card on file, you authorize Rochester's Best Cleaning LLC to charge that card in accordance with Section 4 (Pricing & Payment), including for completed services, approved add-ons, late cancellation fees, lockout fees, and outstanding balances. Your appointment is not considered reserved until a valid card on file has been provided.

We reserve the right to require a monetary deposit for certain bookings — for example, larger jobs, move-in/move-out cleanings, or new clients — in an amount determined by us and commensurate with the anticipated scope of work. If a deposit is required, it must be paid soon after booking, and the appointment will not be reserved until it is received. Subject to the Cancellation & Rescheduling Policy below, any Deposit collected is non-refundable and will be applied to your total balance owed. No interest accrues on Deposits or on a card kept on file.


6. Cancellation & Rescheduling Policy

Cancellations or changes to a scheduled appointment must be made no later than twenty-four (24) hours prior to the scheduled start time.

  • Cancellation more than 24 hours in advance: No fee.

  • Cancellation within 24 hours of the scheduled start time (before our team is en route): You forfeit your Deposit, if any, which will instead be applied toward your next booking; you may also be subject to a cancellation fee of up to 50% of the scheduled service amount.

  • Cancellation while our team is en route: A trip fee of $50.00 applies. Any remaining balance already paid will be refunded.

  • Cancellation after our team has arrived on-site, or same-day inability to access the property: No refund will be issued, and a lockout fee may apply.

Except as described above, all sales are final and refunds are not otherwise provided. Recurring clients may skip or reschedule appointments with advance notice, subject to scheduling availability. Recurring Cleaning Services may be canceled at any time by emailing contact@rochestersbestcleaning.com.


7. Access to Property

Clients are responsible for ensuring the cleaning team has access to the property at the scheduled appointment time. If access cannot be obtained, the appointment may be canceled and a lockout fee may apply; any inability to perform the Services due to lack of access is borne solely by the client.

Clients authorizing entry while absent acknowledge and accept the risks associated with unattended access. We recommend, but do not require, that you be present at the start and end of service to review the work and advise us of any needed changes. If you are not present at the conclusion of service, the Services will be deemed completed and accepted upon our team exiting the home.


8. Satisfaction Guarantee

If you are dissatisfied with the quality of service, you must notify Rochester's Best Cleaning LLC in writing within 24 hours of service completion. Claims made after this window will not be eligible for the guarantee described below.

Where timely notice is given, we will, at our discretion:

  • Reclean the affected areas (typically within 48 hours of your written notice), or

  • Offer partial service credit, or

  • Provide another reasonable resolution.

The satisfaction guarantee does not cover:

  • Areas not included in the booked service

  • Pre-existing conditions

  • Permanent staining

  • Normal wear and tear

  • Issues first reported after the 24-hour reporting period


9. Damage & Breakage Policy

Rochester's Best Cleaning LLC and its contractors exercise professional care in accordance with industry-standard cleaning practices. However, our liability is expressly limited as described below.

Reporting Requirement. Any damage allegedly caused by our cleaning team must be reported in writing (text, email, or written notice) within 24 hours of service completion. Claims reported after this period will not be considered. Failure to report within this window constitutes the client's acceptance that no damage occurred.

Limitation of Liability. In the event Rochester's Best Cleaning LLC is found liable for damage directly caused by our team, our total liability shall not exceed the cost of the single cleaning service during which the damage occurred. We are not liable for any indirect, incidental, or consequential damages.

We Are Not Responsible For:

  • Pre-existing damage or conditions

  • Normal wear and tear

  • Improperly installed, anchored, or secured fixtures

  • Unsecured wall hangings, artwork, or décor

  • Loose, unstable, or structurally compromised furniture

  • Delicate, fragile, antique, or irreplaceable items left in cleaned areas

  • Items damaged due to faulty materials, defective workmanship, or manufacturer defects

  • Damage to items not disclosed to us prior to service

  • Damage resulting from the client's failure to secure or remove valuables

Client Responsibilities. By scheduling service, the client agrees to:

  • Remove or secure all valuables, including but not limited to cash, jewelry, collectibles, firearms, medications, and sensitive documents

  • Disclose any fragile, delicate, or high-value items in areas to be cleaned

  • Disclose any pre-existing damage, unstable fixtures, or known hazards prior to service

Failure to disclose the above releases Rochester's Best Cleaning LLC from any liability related to those items or conditions.

Resolution. If damage caused directly by our team is confirmed and reported within the required timeframe, we reserve the right, at our sole option, to (a) repair the item, (b) replace it with one of equal or similar value, or (c) issue a credit not to exceed the cost of the service performed. We are not obligated to provide cash reimbursement.

Acknowledgment. By booking or accepting service, the client acknowledges they have read, understood, and agreed to this Damage & Breakage Policy in its entirety.


10. Pre-Existing Conditions & Unexpected Property Conditions

Cleaning may reveal pre-existing damage, staining, discoloration, scratches, weakened surfaces, or deterioration that existed prior to service. Rochester's Best Cleaning LLC is not liable for damage resulting from ordinary cleaning of improperly maintained or fragile surfaces.

Our pricing is based on the property's condition as described at booking. If our team arrives and the home requires significantly more time due to undisclosed or materially different conditions — including, but not limited to, major grease buildup on kitchen cabinets, stovetops, or vent hoods — we will notify you immediately. You may then either (i) approve additional time at an adjusted rate, or (ii) have us complete as much as possible within the original scope of the booking. We will not proceed beyond the original scope without your express authorization.


11. Health & Safety / Workplace Protections

The safety of our cleaning professionals is a priority. Cleaning professionals may refuse service, in whole or in part, involving:

  • Biohazards

  • Human or animal waste

  • Mold infestations

  • Pest or insect infestations

  • Excessive clutter

  • Unsafe structural conditions

  • Aggressive animals

  • Hazardous chemicals

  • Cleaning beyond what is safely reachable from a two-step ladder (for higher tasks, we recommend a licensed handyman or window-washing professional)

  • Any other task that could reasonably jeopardize the health, wellness, or safety of our workers

Additional fees may apply for hazardous or excessive cleaning conditions.

Undisclosed Pest Infestation Policy. If a pest or bug infestation (including bed bugs, roaches, fleas, or termites) is not disclosed prior to our arrival, we reserve the right to refuse service upon entry without issuing a refund. Failure to disclose an infestation before your scheduled service is a violation of these Terms due to the health, safety, and contamination risks it poses to our staff and other clients.


12. Pets

Clients are responsible for ensuring pets are secured and cared for during service appointments. Rochester's Best Cleaning LLC is not responsible for pets escaping the property during entry or exit if reasonable precautions were taken, and we do not assume liability for the health or safety of pets except in cases of gross negligence (for example, we are not responsible if a pet independently accesses and ingests a cleaning solution left out during service).


13. Personal Property, Valuables & Fixtures

In addition to the Client Responsibilities described in Section 9 (Damage & Breakage Policy), it is the client's responsibility to ensure that all personal property in the areas to be cleaned can safely be cleaned with standard cleaning solutions. Please disclose any items with specialized finishes or unusual sensitivities before service — for example, we are not responsible if an undisclosed specialty finish reacts poorly to a standard cleaning product.

It is likewise the client's responsibility to ensure that fixtures and décor in the cleaning area are in good working order and properly secured. We do not assume liability for fixtures or décor that are not in good working order — for example, if a blind falls and breaks during ordinary wiping-down.


14. Security Deposits & Move-In/Move-Out Cleanings

Rochester's Best Cleaning LLC is not responsible for the outcome of any security deposit evaluation, determination, or dispute between the client and any landlord, property manager, buyer, or other third party. We make no representations or guarantees regarding the sufficiency of our Services to satisfy any third-party property condition requirements.

Move-in and move-out cleanings are subject to the following additional terms:

  • Access to the property is required for us to honor our Satisfaction Guarantee. If you are handing over keys to a property manager, buyer, landlord, or agent, you must provide their contact information to us in advance so we can coordinate directly if issues arise.

  • If keys are turned in and we no longer have access to the property, our Satisfaction Guarantee is considered fulfilled and no refunds will be issued.

  • For move-in cleanings, if movers arrive and place items in the home before any concerns are reported to us, necessary touch-ups will be completed after move-in to the best of our ability. Refunds are not issued when access is unavailable or restricted due to key turnover or move-in timing.


15. Photography & Documentation

Rochester's Best Cleaning LLC may photograph or document areas of the property for quality control, training, damage documentation, and dispute resolution. No identifying personal information will be publicly shared without consent.

By using our Services, you also permit Rochester's Best Cleaning LLC to use before-and-after and other photographs of work performed for marketing, advertising, and promotional purposes, including on our website and social media accounts. You will not be entitled to any royalty or similar compensation for this use. Nothing in this section obligates us to use any particular photograph.


16. Recurring Services

Recurring service frequencies may include weekly, bi-weekly, or monthly cleanings. Recurring appointments remain scheduled and will automatically renew until canceled by the client in accordance with Section 6. Pricing may be adjusted with reasonable advance notice.

By enrolling in a Recurring Cleaning Service, you authorize Rochester's Best Cleaning LLC (or our payment processor) to charge you on a recurring basis for the price of the service, including applicable taxes and fees, for as long as the service continues. Failure to maintain a valid payment method does not, by itself, cancel a Recurring Cleaning Service — your enrollment continues until canceled as described in Section 6.


17. Reviews and Required Cure Period

If you are happy with our Services, we encourage you to leave a review on an online platform of your choosing — reviews help potential clients see our past work.

If you are unhappy with our Services and choose to leave a negative review, please ensure it is truthful. If you leave an untruthful review, we reserve the right to pursue you for damages, including recovery of attorneys' fees.

By using our Services, you agree that if you are dissatisfied and do not give Rochester's Best Cleaning LLC an opportunity to re-do the work to your satisfaction, you will not leave a negative review about Rochester's Best Cleaning LLC, its owners, employees, or agents on any online platform, or otherwise electronically post, communicate, or comment about our Services in a negative manner to third parties.

You further agree that Rochester's Best Cleaning LLC is granted a seventy-two (72) hour cure period to fix, re-do, or remedy any Services not completed to your satisfaction, and that this cure period is reasonable and was bargained for.

If you leave a negative review or negative public comment about our Services without first providing this seventy-two (72) hour cure period, you agree that you will be in breach of these Terms and that Rochester's Best Cleaning LLC will have incurred damages in the estimated amount of ten thousand dollars ($10,000), as liquidated damages (not a penalty) for the goodwill, reputational, and general business harm resulting from the breach. Nothing in this Section waives our right to pursue actual damages or other relief, in equity or at law.

If you are unavailable for any reason during the seventy-two (72) hour cure period, the cure period will be tolled during your unavailability and adjusted accordingly.


18. Non-Solicitation

Clients agree not to directly hire, solicit, or contract with cleaning professionals introduced through Rochester's Best Cleaning LLC for independent services outside the company, during the service relationship and for twelve (12) months following the last completed appointment.

If you solicit or encourage one of our workers to bypass Rochester's Best Cleaning LLC and work directly with you, or if you work directly with our workers in any capacity, you agree that we will incur irreparable and difficult-to-measure damages as a result. Accordingly, you agree to pay liquidated damages of $1,000.00 per violation, in addition to any other remedies available to us, as a fair estimate — not a penalty — of the resulting harm.


19. Intellectual Property

The contents of our website are protected by United States and international copyright laws and are owned exclusively by, or licensed to, Rochester's Best Cleaning LLC. You may not reproduce, distribute, display, sell, transfer, assign, license, or otherwise use for commercial purposes any copyrighted material from our website without our prior written consent.

Rochester's Best Cleaning LLC and our name, logo, and slogans are trademarks or service marks of Rochester's Best Cleaning LLC. All rights not expressly granted in these Terms are reserved. You may not use our marks, logos, or graphics without our prior written consent.


20. Disclaimer

OUR SERVICES ARE PROVIDED "AS IS" AND, TO THE EXTENT PERMITTED BY APPLICABLE LAW, ROCHESTER'S BEST CLEANING LLC AND ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AND REPRESENTATIVES EXCLUDE ALL REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, AND FITNESS FOR A PARTICULAR PURPOSE.

WHILE WE ENDEAVOR TO PROVIDE THE BEST SERVICE POSSIBLE, YOU ACKNOWLEDGE AND AGREE THAT NO SERVICE IS PERFECT. IF YOU ARE UNHAPPY WITH THE SERVICES PROVIDED, PLEASE CONTACT US AND WE WILL DO OUR BEST TO RESOLVE THE ISSUE.


21. Limitation of Liability

To the maximum extent permitted by law, Rochester's Best Cleaning LLC shall not be liable for delay or failure in performance caused by circumstances beyond our reasonable control, or for any damage that does not result from our breach of these Terms.

WE SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES — INCLUDING LOST PROFITS, EMOTIONAL DISTRESS, OR BUSINESS INTERRUPTION — EVEN IF WE WERE ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL OUR TOTAL LIABILITY FOR ALL DAMAGES, LOSSES, AND CAUSES OF ACTION EXCEED THE AMOUNT PAID TO ROCHESTER'S BEST CLEANING LLC FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM.

NO CLAIM OR ACTION IN CONTRACT, WARRANTY, OR TORT (INCLUDING NEGLIGENCE) ARISING OUT OF OR RELATED TO THE USE OF OUR SERVICES OR THESE TERMS MAY BE BROUGHT MORE THAN ONE (1) YEAR AFTER THE CAUSE OF ACTION AROSE.


22. Indemnification

Each party shall indemnify, defend, and hold harmless the other party and their directors, officers, owners, managers, employees, and agents from and against any and all losses, damages, liabilities, reasonable attorneys' fees, court costs, and expenses arising from any claim, action, proceeding, or litigation relating to (a) use of the Services, (b) that party's breach of these Terms, or (c) applicable law.


23. General Provisions

Entire Agreement. These Terms contain the entire agreement between you and Rochester's Best Cleaning LLC, except for items included within a specific quote.

Waiver. Our failure to enforce any provision of these Terms shall not be construed as a waiver or limitation of our right to subsequently enforce and compel strict compliance with that or any other provision.

Assignment. You may not assign, pledge, delegate, or otherwise transfer any of your rights or obligations under these Terms without our prior written consent.

Relationship. Nothing in these Terms creates, or is intended to create, an agency, employment, franchise, joint venture, or partnership relationship between you and Rochester's Best Cleaning LLC.

Severability. If any provision of these Terms is held invalid or unenforceable for any reason, the remaining provisions shall continue in full force and effect.


24. Governing Law & Dispute Resolution

These Terms shall be governed by the laws of the State of New York. The prevailing party in any dispute arising out of these Terms shall be entitled to recover its reasonable attorneys' fees and costs.

Except as the parties may otherwise agree, disputes arising from these Terms or the Services shall be resolved in the appropriate courts located within New York.


25. Acceptance of Terms

By scheduling, booking, or receiving services, the client acknowledges that they have read, understood, and agreed to these Terms of Service.


Contact Information

Rochester's Best Cleaning LLC

Rochester, New York

Email: contact@rochestersbestcleaning.com

Phone: 585-440-5402

Rochester's Best Cleaning LLC is not the employer of the house cleaner referred to you. We refer highly vetted cleaners in the area to our customers.