Terms of Service

Welcome to EP Service Pros (“Company”, “we”, “us”, “our”). These Terms of Service (“Terms”) govern your use of our website, mobile application, and professional cleaning services (Airbnb cleaning, residential home cleaning, commercial cleaning) provided in El Paso, Texas and surrounding areas. By accessing our platform or booking our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

1. Our Services

EP Service Pros offers three primary cleaning categories:

• Airbnb / Short‑term rental cleaning: Turnover cleaning, restocking of linens and essentials, laundry, and guest‑ready preparation. Services are typically scheduled between guest departures and arrivals.
• Residential home cleaning: Recurring (weekly, bi‑weekly, monthly) or one‑time deep cleaning for houses, apartments, and condos.
• Commercial cleaning: Office buildings, retail spaces, medical offices, and industrial facilities. Contracts may be customized with after‑hours or weekend scheduling.

All services are performed by our trained, insured, and background‑checked cleaning professionals. We reserve the right to refuse service to any client for any lawful reason (e.g., unsafe conditions, aggressive pets, harassment).

2. Booking & Estimates

You may request a free estimate via our website, phone, email, or in‑app messaging. Estimates are based on information you provide (property size, number of rooms, special requests). A final price may be adjusted after an on‑site inspection if the actual condition differs significantly from what was described (e.g., excessive clutter, pet waste, biohazards). Estimates are valid for 30 days.

A confirmed booking requires:

• Agreement on scope of work, date, time, and total price.
• Provision of accurate property access instructions (lockbox codes, keypad codes, or physical key handover).
• For Airbnb hosts: confirmation that the booking is aligned with your guest turnover schedule.

We recommend booking at least 48 hours in advance for residential jobs and 72 hours for Airbnb turnovers (especially during peak seasons in El Paso).

3. Pricing & Payment

All prices are quoted in US dollars and do not include applicable sales tax (if any). Payment options and due dates:

• One‑time cleanings: 100% due at time of booking (via credit/debit card, Stripe) or immediately after service if prior approval is given. For cash payments, exact change only.
• Recurring cleanings (weekly/bi‑weekly/monthly): Invoiced on a recurring basis (weekly or monthly) with auto‑payment via stored card or ACH.
• Commercial contracts: Terms specified in a separate signed agreement (typically net 15 or net 30).

Late payments for recurring or commercial services incur a 5% late fee per month (minimum $10) and may result in suspension of service until payment is received. If we must refer unpaid invoices to a collection agency, you agree to pay all collection costs.

4. Cancellations & Rescheduling

We understand that plans change. To compensate our cleaners for time blocked out, the following policy applies:

• Cancellation notice of 48+ hours before scheduled start: Full refund (or free rescheduling).
• Cancellation 24–48 hours before start: 50% of the service fee is charged (non‑refundable).
• Cancellation less than 24 hours or “no‑show” (cleaner cannot enter): 100% of the service fee is charged.
• Same‑day rescheduling (by customer): $35 fee (waived for weather emergencies or valid last‑minute property access issues).

For Airbnb hosts: if a guest refuses entry or the property is inaccessible due to the guest not having checked out, the full cleaning fee still applies. We will wait up to 15 minutes and then mark the job as canceled.

5. Property Access & Security

You agree to provide safe, unobstructed access to the property. Acceptable methods: lockbox code, keypad code, garage opener, or handing off a physical key. You are responsible for ensuring that codes work and that keys are available.

If our team cannot enter because:

• Lockbox or keypad fails (unless you provided an alternate code),
• Pets are aggressive or unrestrained,
• The property presents hazardous conditions (biohazards, excessive hoarding, unsafe structural issues),

then a trip fee of $50 will be charged, and the service may be canceled without refund. We will attempt to contact you immediately.

Your responsibility: Secure all valuables (cash, jewelry, important documents) and fragile items before we arrive. EP Service Pros is not liable for loss or damage to items not disclosed as valuable.

6. Photo Reports & Documentation

As part of our quality assurance process, our cleaners may take photos of your property before and after cleaning. These photos are used solely for:

• Proof of service (to confirm the job was completed to specifications).
• Internal quality training and dispute resolution.

We will never publish or share your property photos for marketing, advertising, or any promotional purpose without your separate written consent. Photos are stored on encrypted servers (Amazon Web Services) and automatically deleted 90 days after your last service (or up to 12 months for recurring customers). You may request copies or deletion of your photos at any time.

7. Messaging & Communication

Our platform includes a messaging center where you can discuss quotes, ask questions, and receive updates. We log all messages (including SMS, email, and in‑app) for service accuracy, dispute resolution, and training. These records are retained for the duration of our customer relationship plus 2 years. You may request a copy of your message history.

By using our services, you consent to receive automated SMS or email notifications (booking confirmations, reminders, photo links). You can opt out of non‑essential communications at any time by replying “STOP” or updating your preferences.

8. Geolocation & Check‑In

For certain bookings (especially Airbnb turnovers and time‑sensitive commercial jobs), our cleaners may use a check‑in feature that captures GPS coordinates at the time of arrival and departure. This information is used to:

• Verify that the service was performed at the correct property and within the scheduled window.
• Monitor cleaner safety and arrival times.

Location data is never shared with unrelated third parties. You may disable the check‑in requirement by notifying us, but this may limit our ability to offer real‑time arrival estimates or guarantee on‑time service.

9. Satisfaction Guarantee & Recleaning

We stand behind our work. If you are not satisfied with any area of the cleaning, you must notify us within 24 hours of service completion (by phone, email, or in‑app messaging). We will send a team to re‑clean the missed areas at no additional charge. After 24 hours, the job is considered accepted and final.

The guarantee does not cover:

• Pre‑existing damage or normal wear and tear.
• Areas not included in the original scope of work (e.g., inside closets if you requested they be skipped).
• Problems caused by third parties (e.g., guests messing up after cleaning).

10. Liability & Damages

We take every precaution to protect your property. However, accidents can occur. EP Service Pros carries general liability and workers’ compensation insurance. Our total liability for any claim arising from our services (including property damage, loss, or injury) is limited to the total amount paid for the specific cleaning visit that gave rise to the claim.

We are not liable for:

• Pre‑existing damage not reported before cleaning.
• Loss or damage to items of extraordinary value (art, jewelry, collectibles, cash, important documents) unless you provided a written inventory and we agreed to a special handling fee.
• Consequential, indirect, or punitive damages (e.g., lost Airbnb revenue, business interruption, emotional distress).

Reporting damage: You must notify us within 24 hours of service completion, with clear photos. We will investigate and, if our fault, repair or compensate up to the limit above. Failure to report within 24 hours waives your claim.

11. Customer Property & Keys

If we hold a key or access device for recurring service, we will store it securely (locked safe, encrypted digital record). You may request its return at any time. We are not responsible for lost keys unless you provided only one copy and our negligence caused the loss – in that case, liability is limited to $50 for replacement.

12. Prohibited Activities

You may not use our website, app, or services for any illegal purpose, to harass our staff, or to submit fraudulent bookings. We reserve the right to terminate service immediately if we suspect abuse, unsafe behavior, or non‑payment.

13. Third‑Party Services & Links

We integrate with trusted third‑party tools (Stripe for payments, Twilio/SendGrid for messaging, AWS for storage). Those services have their own terms, and we are not responsible for their separate practices. Our website may contain links to external sites; we do not endorse or control their content.

14. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to: severe weather, natural disasters, pandemic restrictions, utility outages, or acts of government. In such cases, we will reschedule at no cost.

15. Modifications to Terms

We may update these Terms periodically. The “Last updated” date indicates changes. Continued use of our services after changes constitutes acceptance. Material changes will be notified via email or website notice.

16. Governing Law & Dispute Resolution

These Terms and any dispute arising from our services shall be governed by the laws of the State of Texas, without regard to conflict of laws principles. Any legal action must be filed exclusively in the state or federal courts located in El Paso County, Texas. You agree to attempt informal resolution before filing a claim (by contacting us). Small claims court may be used for disputes under $10,000.

17. Severability & Waiver

If any part of these Terms is found unenforceable, the remaining parts remain in effect. Our failure to enforce a right does not waive that right.

18. Contact Information

For questions, complaints, or to resolve a dispute, please contact us:

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