Client Service Agreement
This Client Service Agreement ("Agreement") is between Bespoke Home Concierge LLC ("Bespoke," "we," "us") and the person booking services ("Client," "you"). By checking the agreement box and typing your name when booking, you agree to these terms for every service you book with us.
1. Services
Bespoke provides household help, including errand running, light meal prep, seasonal clothing swaps, home waits, gift shopping and gift wrapping, as described on bespokechicago.com and in each service's booking description. Services are performed by a Bespoke helper assigned to your booking ("your helper").
Not included: childcare or supervision of children or anyone who needs care; medical, personal care or medication administration; heavy lifting, moving furniture, ladders or climbing; cleaning beyond tidying related to the task; driving clients or passengers; pet care; and any task that is unsafe or illegal.
Scope limits: each service has the time and scope stated in its description (for example, an Errand Run covers one grocery store plus up to two other stops; Gift Shopping & Wrapping covers up to 10 gifts from up to 3 stores). Work beyond that scope requires extra time (Section 4).
2. Booking and Your Information
You agree to give accurate information when booking, including your service address, shopping lists, instructions, allergies, dietary needs and access details. Your helper will follow your written instructions. Bespoke is not responsible for problems caused by incomplete or inaccurate information.
3. Fees and Payment for Services
Service fees are listed on bespokechicago.com and are paid online when you book. Monthly plans are billed automatically each month (Section 11). Each visit includes travel within 10 miles of the service area; travel beyond that may incur a mileage fee, which we will tell you before the visit. Prices may change; changes do not affect services already booked and paid for.
4. Extra Time
You may add extra time when booking. If a task needs more time than booked, your helper will check with you before going past your booked time. Approved extra time is $35 per hour, billed in 30-minute increments, or is deducted from your plan hours if you are a monthly plan member. If you do not approve extra time, unfinished work can be completed at a future visit.
5. Purchases Made on Your Behalf
Approval. Your helper buys only what is on your list. Substitutions are made only with your approval. Purchases over $150 per visit need your approval before they are made.
Billing. Purchases are billed at cost, with a photo of every receipt, by an invoice you pay online or via Venmo. Payment is due before purchased items are delivered. Items are delivered once payment is received.
Unpaid groceries. Perishable items (refrigerated or frozen) are held until the end of the scheduled delivery window and then discarded. Shelf-stable items are held for up to 3 days, with a holding fee of $25 per day after the first 24 hours, and are then donated.
Unpaid dry cleaning. Dry-cleaned items are held for up to 30 days, with a holding fee of $25 per day after 7 days. Items not paid for within 30 days, after written notice, are considered abandoned and may be donated.
Postage and shipping. Estimated postage is due before items are mailed. Any balance still unpaid 7 days after the invoice is subject to a one-time late fee of $25.
Notice and remaining balance. You will be notified by text or email before any item is discarded or donated. Discarding or donating items does not reduce what you owe: you remain responsible for the full invoice plus any fees. Balances unpaid after 30 days may be referred to collections or small claims court.
Returns and exchanges. Returns are handled under each store's policy. Bespoke is not responsible for a store's refusal to accept a return.
6. Cancellations, Rescheduling and Access
Notice. You may cancel or reschedule online up to 24 hours before your appointment at no charge. Cancellations with less than 24 hours' notice, and no-shows, are charged the full service fee.
Access. If your helper cannot get in or complete the service because of incorrect access information, nobody being home when required, or unsafe conditions, after waiting 15 minutes, the visit counts as a late cancellation and the full service fee applies.
Our cancellations. If Bespoke must cancel (for example, for illness or severe weather), we will tell you as soon as possible and either reschedule or refund the service fee in full.
7. Allergies, Food and Product Choices
You are responsible for listing allergies, dietary restrictions and product preferences in your order. Your helper will buy the exact items listed and will make substitutions only with your approval. You are responsible for checking labels, ingredients, expiration dates and product suitability before use. Bespoke prepares food only as directed during Light Meal Prep and is not responsible for allergic reactions, illness or other effects from products bought or prepared as you requested, or for manufacturer defects or recalls.
8. Your Home, Property and Access
Client-controlled access. Where possible, you provide temporary access (such as a guest door code or a lockbox) and change it after the visit or when a plan ends. You are responsible for changing codes and managing who has access to your home. If you give Bespoke a key, it will be stored without your name or address and returned when you request it or when services end. If a key in our care is lost, we will tell you promptly and pay the reasonable cost of rekeying that lock.
Visit records. Your helper may text you when arriving and leaving and may take timestamped photos showing doors locked and alarms set, to document that your home was secured.
Valuables and pets. Please secure cash, jewelry, medications, firearms and other valuables before a visit, and keep pets secured during in-home visits.
Condition of property. Bespoke is not responsible for pre-existing damage, normal wear and tear, or the failure of items, appliances or systems that were already defective.
Break-ins and third parties. Bespoke is not responsible for theft, break-ins or damage by third parties unless directly caused by Bespoke's proven negligence. You agree to keep homeowners or renters insurance and to file claims for theft, break-ins or property damage with your own insurer first.
9. Recording
With your consent, Bespoke may record video during in-home visits for the safety and protection of both you and your helper. Audio will be recorded only if everyone present consents, as Illinois law requires. You may view recordings of your visits on request. Recordings are kept private, used only to document services or resolve disputes, and deleted after a reasonable period unless needed for a dispute.
10. Safety
Your helper may decline a task or leave a visit if conditions are unsafe, including aggressive animals, hazardous conditions, harassment, or illegal activity. In that case the visit is treated as a late cancellation unless the unsafe condition was outside your control.
11. Monthly Plans
Monthly plans renew and are charged automatically each month on your billing date until you cancel. Plan hours reset each month and do not roll over. You may cancel anytime online or by contacting us; cancellation stops future charges, and hours already paid for remain usable until the end of that billing month. Plan fees are not refunded for unused hours.
12. Photos and Confidentiality
Bespoke keeps your personal information, home details, access information and anything we learn during services confidential, and uses it only to provide services. We may take photos for receipts and visit records. We will never post photos showing your home, family or identifying details without your written permission.
13. Non-Solicitation of Helpers
Bespoke invests in recruiting and screening its helpers. During services and for 12 months after your last booking, you agree not to hire a Bespoke helper directly, or through another company, for household services. If you do, you agree to pay Bespoke a placement fee of $1,500.
14. Limitation of Liability and Warranty
Bespoke will perform services with reasonable care. Except as required by law, Bespoke's total liability for any claim related to a service is limited to the amount you paid for that service. Bespoke is not liable for indirect, incidental or consequential damages, such as lost time, lost income or emotional distress. Nothing in this Agreement limits liability for gross negligence or intentional misconduct where the law does not allow it. If you are unhappy with a service, tell us within 48 hours and we will work with you to make it right.
15. Disputes
If a disagreement arises, you and Bespoke agree to first try to resolve it informally by contacting each other in writing. If it is not resolved within 30 days, either party may request mediation with a mutually agreed mediator, with costs shared equally. If mediation does not resolve it, either party may bring a claim in small claims court in Kane County, Illinois, or in another court with jurisdiction.
16. General Terms
Governing law. This Agreement is governed by the laws of the State of Illinois. Independent business. Bespoke and its helpers are not your employees. Changes. Bespoke may update this Agreement; the version posted at the time of your booking applies to that booking. Severability. If any part of this Agreement is found unenforceable, the rest remains in effect. Entire agreement. This Agreement, together with the service descriptions and policies on bespokechicago.com and your booking confirmation, is the entire agreement between you and Bespoke. Electronic signature. Checking the agreement box and typing your name when booking is your electronic signature and has the same effect as a handwritten signature.
Contact: Bespoke Home Concierge LLC · bespokechicago.com · 224-268-0056
Last updated: October 31, 2026