Service Policies
Our Office Hours
We’re here to answer your questions Monday through Friday, from 7:30am to 5:00pm and Saturday from 8:00am to 2:00pm. We will call you back promptly in the event that you can’t speak to a member of staff, and have to leave a voicemail instead. Any calls received outside office hours will be replied to during our next business day (Sundays are excluded.)
Communication is Key
We encourage our clients to tell us how you would like us to improve or what you would like done differently, so we can deliver the “wow” factor every single time we clean your home or business. We love getting feedback from our customers. Feel free to call or email us at any time, and we will make sure that your concerns and requests are taken care of.
Frequency of Cleaning
The price of cleaning a client’s home is based on how much time, on average, it should take to clean the home. If, for instance, a weekly client needs to skip one week, this should not greatly extend the time on the next cleaning, and therefore we do not typically need to charge more on the next visit to the home.
However, should that same client go on vacation for 2 or more weeks, then it is quite possible our cleaning time may increase or even double (even an empty home collects dust on furniture and hard water stains in toilets). Further, should a twice-monthly client skip one cleaning, then that client has not had cleaning staff in their home for a month, the cleaning time will most certainly increase on the next visit.
Often clients with once-monthly cleaning, feel it is fine to schedule cleaning, for instance, the first week of April, and then again at the end of May. Our once-monthly service is based on an every four weeks schedule, in order to keep the same crew on the same day of the week for the client. When we clean at the beginning of one month and the end of another for our once monthly clients, the time will most likely double.
In any of the above cases, we may need to charge by the hour in order to prevent losing money on the clean. In order for our clients to understand what, if any, extra costs may be incurred, it is best for clients to discuss any increase in cleaning time and cost with our scheduling department when rescheduling or canceling a regularly scheduled clean.
First Time Clean
If you’ve never had your property professionally cleaned you might be surprised to hear that a thorough first-time cleaning could take several hours to deal with the existing dirt, grime and clutter.
A typical example of this is when we first clean your bathroom. A deep clean here could initially take an hour or two, but subsequent cleaning visits might only require on average 30 to 45 minutes of cleaning time.
We would like to make you aware that although your first-time clean might seem very expensive, those costs decrease dramatically when we clean your home or business on a regular basis.
We class any property which hasn’t been professionally cleaned in the last 5 weeks as requiring a first-time/deep clean.
Additional “Dirt” Fees
We reserve the right to charge a nominal fee for additional cleaning if your home is classed as being “extremely dirty”.
This isn’t a reflection on you as a person – it’s simply our estimation that the property hasn’t been professionally cleaned in at least 5 months or more. These additional fees tend to be a once-off cost, because our customers see the value of having their homes cleaned on a regular basis.
If you feel that your home requires extensive cleaning, and you are concerned about what that might cost you, please feel free to contact us for an accurate quote.
Our Fees
What we charge for our services depends on how long it takes to clean your home. It also depends on other factors such as:
Property size – number of floors, bedrooms and bathrooms.
Your lifestyle – are you prone to clutter, etc.
Traffic – how many people and pets live at the property, and also the type of pets.
Client expectation – standard cleaning vs. a deeper clean.
Frequency – do you want your home cleaned weekly, bi-weekly or monthly.
Amount of furniture – how many items need to be dusted or cleaned during each visit.
We can provide an accurate quote once we have a clear picture of exactly what’s involved in cleaning your home to the standard you require.
How We Work
Running a professional cleaning business requires precision scheduling, especially when you consider each of our teams will be tasked with cleaning up to 6 homes each day. So we’re very careful about how we manage our time.
We will call you in advance of our visit to confirm your cleaning appointment, giving you an approximate time of arrival for our team. There may be unforeseen circumstances which could delay us, traffic accidents being a perfect example of this. So, please try to understand that some events are completely out of our control, although we do our very best to stick to our scheduled time of arrival.
Our cleaners are extremely professional in everything they do, but we are not capable of performing cleaning miracles i.e. restoring the damaged finish of a hardwood table. We also ask that you understand that some surfaces or items can take several attempts to get them as clean as you would like them to be.
Rescheduling
Being a popular cleaning service is great in that we’re always busy, but the organization is the key to arriving at our clients’ homes at the scheduled time. With that being said we are always willing to do our best to accommodate our customers if they need to reschedule their cleaning appointment with us.
All we ask is that you give us as much notice as possible, so that doesn’t inconvenience any of our other customers because we have to change our schedule that day. Wherever possible we like to have the same cleaning teams visiting the same clients each time because they’re familiar with that customer’s particular needs.
Cancellations and Lock Outs
We require a minimum of 24-hours notice if you want to cancel your appointment with us, but more notice is always better. Otherwise, we charge a $25 late cancellation fee.
If our teams cannot access your property because you’re not there, or their access key has not been left out for them, then we classify this as a locked out. We reserve the right to charge a lockout fee of $49 per incident.
We charge this fee because it means we have to alter our cleaning schedule for the entire day, and also because we may have to inconvenience other clients as a result of the cancellation or lockout. We are also paying our team to sit idle when they should be actively cleaning your property.
Before we implemented our cancellation/lock-out fee we would routinely have clients cancel their appointment at the last minute, resulting in a loss of revenue for our business. This isn’t fair to anyone.
Please let us know in advance of any holidays you plan taking, just to ensure that you are not accidentally charged a lock-out fee which could have been avoided.
On the rare occasion that EuroPRO Cleaning must cancel a scheduled cleaning appointment with less than a 24-hour notice, and has no available openings for another cleaning appointment within the next three business days, the next cleaning will be provided at half price.
Payment
EuroPRO offers multiple payment options to assist customers. For your convenience, we accept cash, check, Visa, MasterCard, Discover, American Express and debit card payments.
We expect payment when our team has completed cleaning of your property. If you’re not physically present please leave a check in a location visible to our team. If you are present when our team arrives please leave a check on the kitchen table, or a visible work surface for when our cleaners arrive.
We understand that you’re busy, and we do our best not to interrupt you, which is why having a check ready for us makes lots of sense.
It also means our team can leave your property immediately, without causing any further delays to our schedule, or to your day. Please visit our payment center for more information’s here:
Returned Checks
In the event that your check is returned to us by the bank due to insufficient funds, or for any other reason, we reserve the right to charge a $25 “returned check fee”, in addition to your issuing a new check for payment for the outstanding amount due to us.
Purchasing Enough Hours
We work as quickly and efficiently as is possible when cleaning any property, but there’s only so much we can achieve if you hire us for 2 – 3 hours. Cleaning an entire home takes far more than just an hour or two, or at least it does if you want your home cleaned properly.
This problem is magnified in large, multi-room homes, where a 2 – 3-hour appointment simply will not cover your home being cleaned to our professional standards.
We’re always happy to provide you with a longer cleaning appointment, and to provide advice on how many cleaning hours properties of different sizes require. The cost of purchasing additional cleaning hours from us pales in comparison to the benefit of having your home cleaner than you’ve ever seen it.
Special Requests
EuroPro Cleaning Service can accommodate special requests, such as cleaning your laundry, washing dishes, cleaning the interior or exterior windows, washing baseboards, carpet cleaning, washing walls, changing your bedding or even cleaning your refrigerator.
Please tell us about your special requests at least 48 hours in advance of our visit. This gives us time to schedule extra cleaners for the work, and any required products to make your special request happen in the timeframe you need. Remember, we have to adjust an entire day’s schedule to accommodate special requests, so we don’t want to leave other customers waiting.
It’s also a good idea to create a “to-do” list for when we visit, focusing on the items you absolutely need taken care of as part of your special request.
Emergency Cleaning
We’ve seen homes in every condition imaginable, so you’ll find that we’re up to any cleaning challenge. So, if your home requires a “crisis” cleaning visit we’re happy to help you out with that. All we ask for is that you give us an honest appraisal of the condition of your home so that we can prepare our team for the task ahead.
Please note that if you hire us for “normal” cleaning, but your home actually requires “crisis” cleaning we reserve the right to advise our team to leave your property.
Blinds
Our cleaners will dust vertical or roller mini blinds on request. If you would prefer them to be “wet cleaned” then please inform us in advance of your appointment. Our recommendation would be to avoid wet cleaning blinds of this type because they’re fragile, and are extremely prone to breakage. If you insist on us wet cleaning these types of blinds, we cannot be held accountable for any damage to them.
Alarms
Our team will need a temporary code for your security system to gain access to your home. Please advise EuroPro Cleaning Service of this code in advance of your appointment. Failure to provide an alarm code will prevent us from entering your home, which will result in a lock out/cancellation fee being charged.
Bathroom Mold
Mold removal products are extremely toxic to breathe for up to six hours after they’ve been applied, so if you’ve had to spray your bathroom for mold please let us know before our cleaners arrive. We cannot allow our employees to work in bathrooms that have been treated for mold, but that do not have adequate ventilation.
The health risk to our cleaners is quite serious, with the potential for permanent damage to their lungs, and scarring of their respiratory system. Such injuries could result in one of our employees becoming permanently disabled.
We are happy to treat mold issues in your bathroom, but please understand that once we apply a chlorine-based modified we cannot permit our cleaners to go back into that room for several hours, by which time your scheduled cleaning hours will have expired.
Liability
We assume no liability for the damage of items which have not been properly secured, or that were damaged prior to when we began cleaning your property.
Please safely store all items of significant financial or sentimental value in a glass/secure case, or other area, so that they are not at risk of being accidentally damaged.
As per this policy, EuroPRO Cleaning Service Inc. limits our financial responsibility for the breakage of such items to $100 per item. We also assume that all valuable surfaces (marble or granite countertops, hardwood floors, etc.) have been professionally sealed and are ready to be cleaned with our range of environmentally friendly cleaning products.
You agree to indemnify and hold us harmless from and against any claims, liabilities, damages, losses, and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by you of these terms.
Vacations and Holidays
We are closed for business on Thanksgiving and the following day, Christmas Day, New Year’s Day, President’s Day, Memorial Day, Labor Day and Independence Day.
If your cleaning appointment lands on one of the above days we will gladly reschedule to another, more suitable, day.
Laundry Service
EuroPRO will not be responsible for any damaged linen from using your in-unit washer and dryer.
Client has to make sure washer and dryer are in proper working order, are safe and ready to use. Client agrees that EuroPRO will not be held responsible for any damages that occur from normal use of Client’s washer and dryer.
Your Home is Our Workplace
For health and safety reasons please do not ask our staff to do any of the following:
Lift or move heavy items of any kind.
Clean up pet waste, human waste, bodily fluids or blood – these all fall outside what we would consider to be acceptable requests.
Control an aggressive household pet. It is your responsibility to ensure that any pets are safely restrained while our employees clean your property.
Use any other ladders other than the ones we bring with us.
Our Guarantee
While we cannot offer refunds, due to the fact that cleaning is a very subjective service, we are happy to offer a re-cleaning of your home if you let us know within 24 hours that you are not 100% satisfied with our work.
The additional cleaning of your home will take place within 24-48 hours of your raising the issue, at no additional expense to you. That’s how much value we place on providing a world-class experience for each of our customers.
If you are present when our team is cleaning your home please feel free to let them know about any oversights or issues, or alternatively contact the EuroPRO management team, and we’ll contact our team directly with your feedback. Any issues you raise while our teams are present will be remedied promptly.
Indemnification
No representation or warranty made by any other person working for EuroPro Cleaning Service Inc., expressed or implied, other than the company owner, which is not specifically set forth herein, shall be binding upon EuroPro Cleaning Service Inc.. We reserve the right to change our fees and/or change the Service Agreement and/or company policies at any time. You will be notified 30 days prior to any price increases.
Personal Note
Thank you very much for considering EuroPro as your cleaners of choice. We really do value building long-term relationships with each of our customers, so we look forward to being able to serve you in the not-too-distant future.
In the meantime, if you have any questions, please call us on 949-612-1529
Sincerely,
EuroPRO Cleaning Service Inc.