Service policies

1. Office hours and communication

We're available Monday to Friday, 8:00 am to 5:00 pm, and Saturday, 8:00 am to 2:00 pm. If you reach voicemail, we'll call you back promptly; messages left outside office hours are returned the next business day (Sundays excluded).

Tell us what you'd like done differently at any time, by phone, email, or to your team in person. We'd much rather hear it than have you live with it.

2. How pricing works

Our price is based on the time a home takes to clean properly, which depends on:

• Size: floors, bedrooms and bathrooms
• Lifestyle and clutter
• How many people and pets live in the home
• Your expectations: standard or deeper cleaning
• Frequency: weekly, every two weeks or monthly
• How many items need dusting or cleaning

The minimum charge is $90 per visit. We'll give you an accurate quote once we understand the home and the standard you want.

3. First-time and deep cleans

A first professional clean takes longer, because it removes built-up dirt and grime: a bathroom might take one to two hours the first time and 30 to 45 minutes on later visits. That's why first visits cost more, and why regular service costs much less per visit.

We treat any home that hasn't been professionally cleaned in the last 5 weeks as a first-time or deep clean. If a home hasn't been professionally cleaned in 5 months or more and is heavily soiled, an additional one-time charge may apply. We'll always tell you before the work starts.

4. Keeping to your schedule

Recurring prices assume visits on schedule. Skipping one weekly visit usually makes no difference. A longer gap, such as two or more weeks away on a weekly plan, or a skipped visit on an every-two-weeks plan, can significantly increase cleaning time. Monthly service is scheduled every four weeks, so the same team can come on the same day.

If a gap means the next visit will take noticeably longer, we may charge by the hour for that visit. We'll discuss it with you when you reschedule, so there are no surprises.

5. On the day

We'll contact you before your visit to confirm and give an approximate arrival time. Each team cleans several homes a day, and occasionally traffic or other events outside our control cause delays; we'll keep you informed.

We work hard to keep the same team visiting the same clients. We can't restore damaged surfaces, such as a worn finish on wood, and some stains may take more than one visit to improve.

6. Rescheduling, cancellations and lockouts

Please give as much notice as possible to reschedule, and at least 24 hours to cancel. A cancellation with less than 24 hours' notice incurs a $25 late cancellation fee.

If our team can't get in, for example because no one is home, the key wasn't left out, or the alarm code wasn't provided, this is a lockout and a $49 lockout fee applies. Please tell us about vacations in advance so you're never charged by accident.

If EuroPRO has to cancel with less than 24 hours' notice and can't offer another appointment within three business days, your next cleaning is half price.

7. Payment

Payment is due when the cleaning is complete. We accept cash and checks; we do not accept card payments. If you won't be home, please leave a check where the team can see it. See our payment center for details.

A $25 returned check fee applies to any check returned unpaid, in addition to the amount due.

8. Booking enough time

Cleaning an entire home properly takes more than two or three hours, especially for larger homes. We're happy to advise on how much time your home needs.

9. Special requests

We can handle special requests such as laundry, dishes, interior or exterior windows, baseboard washing, carpet cleaning, wall washing, changing bedding or cleaning inside the refrigerator. Please tell us at least 48 hours in advance so we can schedule extra time, staff and products. A short to-do list for the team helps too.

10. Heavy-duty cleaning

We're glad to take on homes in any condition. Please describe the condition honestly when booking so we can send the right team and time. If a home booked for standard cleaning needs heavy-duty cleaning, we'll discuss options and pricing with you before continuing.

11. Blinds

We dust vertical, roller and mini blinds. Wet cleaning these blinds is available on request but isn't recommended, because they're fragile; if you ask us to wet clean them, we can't be responsible for breakage that results from their fragility.

12. Keys and alarms

Keys are kept locked in our office. If you have an alarm, please give us a temporary code before your appointment; without it we can't enter, and the lockout fee applies.

13. Mold treatment

Mold treatments release fumes that are unsafe to breathe for several hours. Please tell us before your visit if a bathroom has been treated. Our staff can't work in a recently treated room without adequate ventilation. We can treat mold for you, but once a chlorine-based product is applied, the room can't be re-entered for several hours, which may use up your scheduled time.

14. Care of your home and liability

Our teams are trained to take care with your belongings, and EuroPRO is licensed, bonded and insured. Please put away items of significant financial or sentimental value, or keep them in a secure case, so they can't be accidentally damaged. Please also make sure valuable surfaces such as marble, granite and hardwood are professionally sealed.

To the extent permitted by law, we are not responsible for damage to items that weren't properly secured or were already damaged, and our responsibility for accidental breakage of such an item is limited to $100 per item. Nothing in these policies limits our responsibility for our own gross negligence or willful misconduct, or any right you have that cannot be waived under California law.

Laundry is done using your washer and dryer. Please make sure they're in good working order; to the extent permitted by law, we're not responsible for damage caused by normal use of your machines.

15. Your home is our workplace

For health and safety reasons, please don't ask our staff to:

• Lift or move heavy items
• Clean pet or human waste, bodily fluids or blood
• Handle an aggressive pet; please keep pets safely restrained
• Use ladders other than our own

16. Holidays

We're closed on all major holidays: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the day after, and Christmas Day. If your appointment falls on one of these days, we'll contact you to reschedule.

17. Our satisfaction guarantee

If you're not 100% satisfied, let us know within 24 hours of your cleaning. We'll return within 24 to 48 hours to re-clean the areas concerned at no additional charge. Because cleaning is a service rather than a product, we don't offer refunds; the re-clean is our remedy, along with any rights you have under California law.

If you're home during the visit, feel free to point out anything to the team directly; they'll take care of it then and there.

18. Changes to prices and policies

We'll give you at least 30 days' notice before any price increase. We may update these policies from time to time; the effective date above shows the latest version. Only the owner can agree changes to these policies on EuroPRO's behalf.

19. A personal note

Thank you for choosing EuroPRO. We value long-term relationships with every client. If you have any questions, call us at (949) 612-1529.