These Terms and Conditions (the “Terms”) govern the use of www.naturallymaidcleaningco.com and any booking made with Naturally Maid Cleaning LLC (“Naturally Maid,” “we,” “us,” or “our”). By visiting our site, submitting a booking request, or receiving services coordinated by Naturally Maid, you agree to be bound by these Terms.
1.1 Our website and booking forms allow users to request residential cleaning services for homes in our service areas in and around Arlington Heights, Illinois and nearby suburbs.
1.2 By submitting a booking request (online, by phone, text, or email), you authorize Naturally Maid to schedule a cleaning appointment and charge the payment method you provide according to these Terms.
1.3 You confirm that you are at least 18 years old and legally able to enter into this Agreement.
2.1 Naturally Maid coordinates and facilitates residential cleaning services by matching clients with independent cleaners and cleaning businesses (“Cleaners”). We provide the platform, scheduling, and payment coordination.
2.2 Cleaners operate as independent contractors, not employees of Naturally Maid. They control how they perform the work and provide their own equipment, supplies, and insurance.
2.3 References in these Terms to “our services” or “our cleaners” are for convenience only and do not change the independent contractor relationship or make Naturally Maid the direct provider of cleaning services.
3.1 You agree to provide accurate information about: home size, number of rooms, condition, special surfaces, pets, and access instructions.
3.2 You are responsible for: providing safe access (keys, codes, lockbox, etc.), securing valuables and sensitive items, and informing us of any fragile or pre-damaged items and special instructions.
3.3 We do not handle biohazardous conditions (human/animal waste, blood, significant mold, infestations). If found, service may be refused or stopped and a fee may still apply.
3.4 Client Conduct Toward Cleaners: Clients are expected to treat Cleaners with basic professional respect as a condition of continued service. If a client engages in conduct that is threatening, harassing, sexually inappropriate, or abusive toward a Cleaner, Naturally Maid reserves the right to immediately cancel the appointment, terminate the client relationship, suspend all future bookings, and retain any fees already collected for services rendered or time incurred.
3A.1 Photo documentation is a required step in our service process. You are required to upload or submit photos of all areas to be cleaned before your appointment window begins. These photos establish a timestamped baseline record of the property’s condition. Photos submitted after service has started will not be accepted as pre-service documentation.
3A.2 Photos must be submitted through the secure link provided in your booking confirmation email. If no secure link is provided, photos must be emailed to support@naturallymaidcleaningco.com before the scheduled appointment begins. It is your responsibility to confirm receipt if submitting by email.
3A.3 Waiver for Failure to Upload: If you fail to submit pre-service photos as required, you waive your right to: (a) request a re-clean of any area, (b) request any refund or credit, (c) file any damage claim, and (d) file any dispute or complaint of any kind regarding the service. Without photo documentation, Naturally Maid cannot distinguish pre-existing conditions from anything that may have occurred during service and has no obligation to act on any claim.
3B.1 Upon completion of your first cleaning, the Cleaner may conduct a general walkthrough of the property before departing. This is your opportunity to identify any concerns while the Cleaner is still present.
3B.2 Waiver for Refusal to Walk Through: If you decline, refuse, or fail to participate in the walkthrough for any reason, you permanently waive your right to: (a) request a re-clean of any area, (b) request any refund or credit, and (c) file any dispute or complaint regarding the quality, completeness, or outcome of the service. Your refusal to participate constitutes acknowledgment that the service was completed satisfactorily.
3B.3 Satisfaction Sign-Off: If you are satisfied following the walkthrough, you may be asked to sign a confirmation. A signed confirmation is final and binding and permanently closes your right to dispute the quality of that specific service appointment.
3B.4 Pre-Existing Damage Disclosure: You are required to disclose any pre-existing damage, wear, staining, or defects before service begins. This includes but is not limited to: scratched or worn surfaces, chipped fixtures, stained grout, broken hardware, deteriorated finishes, or any item in a fragile condition. If damage is reported and no pre-service photos were submitted and no prior disclosure was made, Naturally Maid will presume the condition was pre-existing and no refund, re-clean, or compensation will be issued.
4.1 Quotes are based on the details you provide and assume typical buildup for the service type (standard, deep, move-in/out, etc.).
4.2 If the actual condition of the home is substantially different (heavy buildup, excessive pet hair, clutter, construction dust, etc.), the Cleaner may adjust the price and request approval, reduce the scope to fit the original price, or decline or end service if no agreement is reached.
4.3 Standard cleaning services do not include: exterior windows, interior walls, cleaning above reachable height without a ladder, moving heavy furniture, removing mold or biohazardous material, interior oven cleaning unless booked as a deep clean add-on, or any task outside the scope of the booked service. Disputes regarding tasks not included in the booked scope will not be honored.
4.4 Standard cleaning includes light dusting or wiping of accessible baseboards and reachable wall surfaces as part of general maintenance cleaning. It does not include scrubbing, stain removal, grease removal, scuff removal, or any effort that could reasonably be construed as surface preparation for repainting or restoration. Customers requiring intensive wall or baseboard work must book a deep clean add-on in advance. Failure to book the appropriate service level is not grounds for a dispute, re-clean, or refund.
4.5 Naturally Maid reserves the right to assign or substitute a different Cleaner than originally scheduled, at any time and without prior notice. Preference for a specific Cleaner does not constitute a contractual obligation, and substitution is not grounds for cancellation without fee or any form of dispute.
5.1 You may cancel or reschedule more than 48 hours before your appointment without a fee.
5.2 Cancellations or reschedules within 48 hours of the scheduled start time may be charged a late cancellation fee of up to 50% of the service price.
5.3 Same-day cancellations, lock-outs, or no access at arrival may be charged up to 100% of the service price as a no-show fee.
5.4 Repeated last-minute cancellations or no-shows may result in refusal of future bookings.
5.5 Arrival Window: To account for traffic, parking, and prior appointment completion times, we utilize a one (1) hour arrival window. A Cleaner is considered on time if they arrive within 60 minutes of the scheduled start time. If you choose to be present for the arrival, please ensure you are available throughout the full arrival window to provide access.
6.1 You must provide a valid payment method at the time of booking. By booking, you authorize Naturally Maid to charge your card or payment method on file for the full price of the scheduled service and any applicable fees under these Terms (e.g., late cancellation, no-show).
6.2 Charges are typically processed on the day of service after completion.
6.3 No refunds after service. Once a cleaning has been completed, all payments are non-refundable. Cleaning is a time-based service and subjective dissatisfaction alone does not entitle you to a refund or chargeback.
6.4 Any courtesy credits or discounts are at the sole discretion of Naturally Maid and do not waive this no-refund policy.
6.5 Recurring Discount Eligibility: To maintain a discounted recurring rate (weekly, bi-weekly, every 3 weeks or monthly) or any first-time or introductory discount, a minimum of three (3) completed appointments at the booked frequency is required. If service is terminated or frequency is reduced before the third appointment, Naturally Maid reserves the right to retroactively charge the difference between the discounted rate and the applicable one-time rate for all prior appointments, and to bill that difference to the card on file. The maximum retroactive adjustment will not exceed the difference in our published rates for the number of appointments completed. This policy will be disclosed at the time of booking.
6.6 Satisfaction and Dispute Window: If you are unsatisfied with any aspect of the cleaning, you must notify us within 24 hours of service completion at support@naturallymaidcleaningco.com. Reports submitted after this window will not be eligible for any remedy. Where Naturally Maid, in its sole discretion, determines that a concern is valid and substantiated, we may coordinate a re-clean of the specific areas of concern at no additional cost. This is the only remedy available — no monetary refunds will be issued under any circumstances. Naturally Maid reserves the right to require photo documentation and pre-service photo compliance (see Section 3A) before reviewing any claim.
6.7 Gratuity: Any gratuity left directly for a Cleaner is paid at your sole discretion and is not collected, processed, or managed by Naturally Maid. We bear no liability for tip-related disputes between you and a Cleaner.
7.1 By booking, you agree not to initiate a credit card chargeback for services that were rendered according to your booking, except in cases of proven fraud.
7.2 If you have a concern, you must contact us within 24 hours of the appointment so we can review the issue. Failure to report concerns within this window may limit any assistance or credit we can provide.
7.3 In any billing dispute, we may provide evidence such as time logs, messages, and photos to the payment processor to demonstrate that services were performed as agreed.
7.4 Before initiating any dispute or contacting your card issuer, you agree to first contact us at support@naturallymaidcleaningco.com to allow us the opportunity to resolve the matter informally within 30 days of notice. Initiating a chargeback without first exhausting this internal process is considered a material breach of this Agreement. If a chargeback is initiated, Naturally Maid reserves the right to recover the full disputed amount plus any chargeback fees and processing costs incurred. Nothing in this clause limits your statutory rights as a cardholder under applicable Illinois or federal law.
8.1 Any potential damage or issue must be reported to Naturally Maid as soon as reasonably possible after the appointment, with photos and a description sent to support@naturallymaidcleaningco.com.
8.2 Naturally Maid is not responsible for pre-existing damage or normal wear and tear, items that are unstable, improperly installed, or not disclosed as fragile, or damage caused by faulty surfaces, fixtures, or materials.
8.3 To the maximum extent permitted by Illinois law, the total liability of Naturally Maid for any claim related to a booking or service is limited to the amount you paid for that specific appointment.
8.4 Naturally Maid is not liable for indirect, incidental, special, or consequential damages.
8.5 Painted Surfaces — Walls, Baseboards & Trim: Walls, baseboards, and trim that exhibit paint wear, chipping, fading, scuffing, or any condition that would necessitate repainting are, by definition, in a pre-existing deteriorated state. The act of cleaning such surfaces may expose underlying wear, cause paint to lift, or make pre-existing imperfections more visible. Naturally Maid and its Cleaners are not liable for any paint damage, discoloration, chipping, or need for repainting that becomes apparent following a cleaning service. Any such condition will be presumed pre-existing unless documented damage was reported during or immediately following the walkthrough and supported by pre-service photo documentation.
8.6 High-Risk Items: You acknowledge that cleaning around or near the following categories of items is done at your own risk: antiques, fine art, unsecured or wall-mounted televisions, collectibles, items on high shelves, glassware, decorative objects, and any item that is fragile, irreplaceable, or in a deteriorated condition. Cleaners reserve the right to decline cleaning in or around areas where fragile or high-risk items cannot be reasonably secured or moved prior to service. This is not grounds for a service dispute or fee waiver.
8.7 Valuables: Naturally Maid and its Cleaners are not liable for the loss, misplacement, or theft of any unsecured jewelry, cash, electronics, or sentimental items. It is your sole responsibility to secure these items before service begins.
8.8 Force Majeure: Naturally Maid is not liable for delays or failures to perform caused by acts of God, severe weather, traffic, road conditions, or other circumstances beyond our reasonable control. No cancellation fees will be waived for customer-side failures, and no liability is assumed for Company-side delays caused by such events.
9.1 Cleaners are independent contractors responsible for their own taxes, insurance, and business operations. Naturally Maid is not their employer and does not control the manner and means by which they perform their work.
9.2 For 12 months after your last service, you agree not to directly hire or contract with any Cleaner introduced to you through Naturally Maid for residential cleaning outside of Naturally Maid, unless we give prior written consent.
9.3 If you do engage a Cleaner directly in violation of this clause, you agree that Naturally Maid may charge a reasonable placement fee (for example, $1,000 per cleaner) to cover recruitment and administrative costs.
9.4 Key & Access Device Liability: If you provide a physical key, door code, lockbox combination, or any other access credential to a Cleaner, you do so at your own risk. Naturally Maid is not responsible for the loss, misuse, duplication, or unauthorized use of any access credentials provided directly to a Cleaner. You are responsible for retrieving keys or updating access codes at the conclusion of your service relationship.
10.1 By providing your phone number and email, you consent to receive messages about appointments, confirmations, reminders, invoices, and follow-ups related to your services.
10.2 You may also opt in to occasional promotional messages. You can opt out of marketing at any time (for example, by replying STOP to SMS or using unsubscribe links), though you may still receive transactional messages related to active bookings.
11.1 You agree that any public statement, review, or comment made about Naturally Maid or its Cleaners will be truthful and accurate. Naturally Maid reserves the right to pursue legal action for defamatory, false, or malicious statements that cause demonstrable harm to the business. Nothing in this section is intended to restrict your right to share honest opinions or factual experiences as protected under applicable federal and Illinois law.
12.1 Naturally Maid may update these Terms from time to time. The “Last Updated” date on the site indicates the current version.
12.2 By continuing to book or receive services after changes go live, you agree to the updated Terms.
13.1 These Terms are governed by the laws of the State of Illinois.
13.2 Mandatory Arbitration: Any dispute, claim, or controversy arising out of or relating to these Terms, or the breach, termination, enforcement, interpretation, or validity thereof, shall be resolved exclusively by binding arbitration administered by the American Arbitration Association (AAA) or a mutually agreed arbitration provider, in Cook County, Illinois, under the applicable arbitration rules in effect at the time of the dispute.
13.3 Class Action Waiver: You and Naturally Maid each waive the right to a trial by jury and the right to participate in a class action lawsuit or class-wide arbitration. All claims must be brought in your individual capacity.
13.4 Small Claims Exception: Either party may bring an individual claim in small claims court in Cook County, Illinois, if the claim qualifies under that court’s jurisdictional limits, without first submitting to arbitration.
13.5 Internal Dispute Process First: Before initiating arbitration, you agree to first contact us at support@naturallymaidcleaningco.com to allow us the opportunity to resolve the dispute informally within 30 days of notice.
Naturally Maid Cleaning LLC
Address: 1627 N Evergreen Ave, Arlington Heights, IL 60004
Phone: 224-310-1377
Email: support@naturallymaidcleaningco.com
Brad Payne
Naturally Maid Cleaning Co.
224-310-1377
