Privacy Policy

EP Service Pros (“we”, “us”, “our”) respects your privacy. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our website, mobile application, or cleaning services (Airbnb turnover, residential, commercial) in El Paso, Texas. It reflects the specific ways our booking workflow, CRM messaging, photo reporting, and property access systems operate.

1. Information We Collect

To provide and improve our cleaning services, we collect the following categories of information:

• Account & Contact Information: Name, email address, phone number, property address (including lockbox or keypad codes).
• Booking & Service Details: Cleaning frequency, special instructions, preferred dates, and any notes related to access or pet presence.
• Property Access Credentials: Lockbox codes, keypad codes, or physical keys. (See Section 3 for how we protect this data.)
• Photo Reports: Images of your property taken before and after cleaning (proof of service and quality control).
• Communication History: All messages exchanged via our CRM messaging center, email, or SMS – used for service accuracy and dispute resolution.
• Geolocation Data: If you enable check‑in features, we may collect the GPS location of our cleaning crew to verify arrival times and ensure safety of both staff and property.
• Payment Information: Processed securely by our third‑party payment processor (Stripe). We never store full credit card numbers.

2. How We Use Your Information

We use your data to:

• Schedule, perform, and confirm cleaning appointments (Airbnb, home, or commercial).
• Send you booking confirmations, reminders, and photo links via SMS or email (using Twilio / SendGrid).
• Provide customer support through our CRM messaging system.
• Resolve disputes, verify compliance with our service standards, and improve quality.
• Comply with legal, tax, or insurance requirements.

3. Property Access & Security (“Lockbox” Clause)

Because we specialize in Airbnb turnovers and recurring home cleaning, you may provide us with lockbox codes, digital keypad codes, or physical keys. We treat this information with special care:

• Access credentials are encrypted in our database and stored separately from other personal data.
• They are only visible to the specific team member assigned to your job on the day of service, and access logs are maintained.
• Access codes are automatically hidden from chat transcripts and are never shared with third parties except as required for service delivery (e.g., a cleaner needing the code at your property).
• You may request that we delete your access credentials at any time after service termination.

4. Photo Reports & Visual Documentation

Our workflow requires cleaners to take photos of your property (pre‑clean and post‑clean). These images are used exclusively for:

• Proof of Service: To confirm the work was completed as requested.
• Quality Assurance: To train our team and maintain high standards.
• Dispute Resolution: In case of disagreement over condition before/after cleaning.

We will never use your property photos for marketing, social media, or any promotional purpose without your separate explicit written consent. Photos are stored securely on encrypted servers (Amazon Web Services) and automatically deleted 90 days after your last service unless you are a recurring customer (in which case they are retained for the duration of the relationship plus 12 months).

5. CRM & Messaging History

Our built‑in messaging center logs every conversation (quotes, questions, service updates). This includes:

• In‑app messages, emails, and SMS exchanges.
• Metadata such as timestamps and participant names.

We retain communication records for the duration of our customer relationship plus 2 years after your last service (for tax, legal, and dispute resolution purposes). You can request a copy of your message history at any time.

6. Third‑Party Service Providers (Sub‑Processors)

We rely on trusted partners to operate our application and deliver services. Each is contractually bound to protect your data and use it only for the purposes we specify:

• Stripe – Payment processing. We never see your full credit card number; Stripe handles all PCI‑compliant payment data.
• Amazon Web Services (AWS) – Secure cloud storage for all property data, photos, and message logs.
• Twilio / SendGrid – Sending automated booking confirmations, reminders, and photo‑report links via SMS or email.

We do not sell your personal information to any third party.

7. Bilingual Service (English / Spanish)

EP Service Pros proudly serves El Paso’s bilingual community. To provide seamless support, our CRM and customer service team may process messages in both English and Spanish. This includes:

• Translating customer inquiries when necessary.
• Storing messages in their original language alongside any translation metadata – solely to improve service quality.

8. Geolocation (Cleaner Check‑In)

If you use our app’s “check‑in” feature, our cleaning crew’s device may collect GPS location data at the time of arrival and departure. This information is used to:

• Verify that service was performed at the correct property and on time.
• Ensure the safety of our cleaning staff (e.g., confirming they are on site).

Location data is never sold or shared with unrelated third parties. You may disable this feature by notifying us, but it may affect our ability to offer certain real‑time arrival notifications.

9. Data Retention & Security

We implement industry‑standard security measures: encryption at rest (AWS), TLS for data in transit, and role‑based access controls. Retention periods are as follows:

• Photo reports: 90 days after final service (or up to 12 months for recurring clients).
• Messaging history: duration of relationship + 2 years.
• Access codes: deleted immediately upon your request or after 30 days of inactive service.
• Invoice/payment records: retained for 7 years to comply with Texas tax laws.

10. Your Rights (Texas & California Residents)

Depending on your location, you may have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Update inaccurate or incomplete information.
• Deletion: Request deletion of your data (subject to legal exceptions, such as outstanding payments or tax records).
• Opt‑out of sale/sharing: We do not sell data, but you may opt out of marketing cookies via our cookie banner.
• Data portability: Receive a machine‑readable copy of your data.

To exercise any right, contact us using the details in Section 12.

11. Changes to This Privacy Policy

We may update this policy occasionally. The “Last updated” date indicates changes. Material updates will be communicated via email or a prominent notice on our website.

12. Contact Us

If you have questions about this Privacy Policy, your data, or wish to make a request, please reach out to our Data Protection Officer:

EP Service Pros
123 El Paso St, El Paso, TX
📞 (915) 229-7546
📧 support@epservicepros.com