Payment Policy
Payment Policy
November 2, 2026 at 2:20:40 PM
This page explains how Rocket Services collects deposits, bills hourly time, and handles refunds, returns and cancellations.
Accepted Payment Methods
- Credit and debit cards
- Apple Pay
- Cash App
- PayPal
- Venmo
- Zelle
- Cash
The balance is due when the job is complete. Checks are not accepted. Plan on one of these methods for both the deposit and the final bill. The same methods work for adding a tip to the bill at the end of the job.
Deposits and Holds
A website booking is a request, and an email confirmation follows. After confirmation, the Service Agreement is sent for signature. Your date isn't held until the deposit (minimum hours, supplies and estimated mileage) is paid. Dates book quickly, so pay it within 24 hours of getting the invoice. After that, if it's unpaid and we can't reach you, the date can go to another customer. The deposit covers the minimum hours at the booked rate, which depend on the service and the number of helpers, plus any supplies, rentals and the estimated mileage, and it is applied to the final bill.
A hold authorization is placed before the job, and the final amount is billed on completion.
How Hourly Billing Works
Billing starts when the crew arrives at the first location and stops after the work at the final location. Hourly services have a 2-hour minimum (1 hour for furniture assembly; 3 hours for 4 to 6 people, 4 hours for 7 or more), then time is billed in 15-minute increments.
The minimum always applies. If you reserved more than the minimum and the job finishes early, up to 1 hour of unused reserved time is refunded.
Estimates: Estimates are based on averages, such as home size, stairs, walking distance and item count, and aren't a guarantee. The final invoice is the hours worked times the hourly rate, plus mileage, supplies and any add-ons requested on site.
There are no weekend, holiday or month-end surcharges.
Time past the booked block: Extra time past the booked block is billed in 15-minute increments at the booked rate, up to 1 extra hour, and only when the crew's schedule allows. If another job is waiting, the crew leaves on time. The team leader may extend further only if no other job is waiting, and extra time is never guaranteed.
Access delays: If the crew can't get in at a storage unit or building (for example a missing gate code, closed access hours or the wrong unit number), waiting time is billed at the hourly rate.
Refunds, Returns and Cancellations
Labor and services: Payments for labor are non-refundable once the work starts, including the minimum hours. The one exception: if you reserved more than the minimum and the job finishes early, up to 1 hour of unused reserved time is refunded. Deposits are applied to the final bill. If something isn't right, tell the team leader before the crew leaves so it can be fixed on the spot. Damage is handled through the Claims Policy, not as a refund.
Boxes, supplies and materials: All sales of boxes, tape, bubble wrap, moving blankets, stretch wrap, mattress covers, floor and door protection and other supplies are final. Rocket Services doesn't accept returns or exchanges and doesn't give refunds on supplies, opened or unopened, used or unused. Supplies left over after the job are yours to keep. If an item arrives damaged or isn't what you ordered, tell the team leader before the crew leaves, or send photos within 24 hours, and it will be replaced.
Bin rentals: Rental fees are non-refundable, including when bins are returned early.
Cancellations: Charges depend on notice:
- 48+ hours: $25 or 3% of the booking, whichever is greater (a processing fee; no other charge)
- 24 to 48 hours: 2 hours at the booked rate
- Under 24 hours: charged in full
Reschedules: Up to 2 free changes with 72+ hours' notice, if the calendar allows. A third change counts as a cancellation.
Send cancellation and reschedule requests by phone, text or email. A team member confirms them during business hours (8 AM to 6 PM, 7 days). For issues on the day of your job, call (720) 336-1661.
Other Charges
- Stairs: $20 per flight after the first
- Mileage: $1 per round-trip mile from our Aurora base (80017), charged on every job from the first mile
- Supplies and bin rentals: available only with a booked job. The crew brings them on your job day, with no extra delivery charge. Supplies are not shipped or delivered on their own.
- Tolls and paid parking: only when requested, at cost plus a $2 processing fee per toll
- No-show fee: $75 if no one is at the location when the crew arrives
- Access delays: waiting time at the hourly rate if the crew can't get in (gate code, access hours or wrong unit)
- Clean out hazard fee: $250 for rodent droppings, rotting or abandoned food and similar conditions
- After-hours and overtime: +20% on the hourly rate before 7 AM, after 7 PM, or past the crew's 8-hour day
Discounts and Credits
- Military, first responder and senior: military members and veterans, first responders (police, firefighters and EMTs) and seniors can ask about a discount on hourly work. Call (720) 336-1661 before the job, and show ID at booking or on the job.
- Referral credit: $25 off the next job when a referred customer's job is completed.
No discounts apply to supplies, rentals or pass-through fees.
Questions about a bill, a deposit or a refund? Call or text (720) 336-1661 or email info@rocketservicesllc.com, and the office will be glad to help.