Client Service Terms & Policies

Last updated: November 9, 2025

Eco Pros AYS – Client Service Terms & Policies

1. Who we are & how these terms work
Eco Pros AYS, LLC (“Eco Pros,” “we,” “us”) provides residential and commercial cleaning services. These Client Service Terms & Policies (“Terms”) apply to all services we provide.

By requesting a quote, scheduling a service, or paying an invoice, you agree to these Terms, along with any specific details listed on your quote, invoice, or booking confirmation.

If you have any questions, you can reach us at:
📧 info@ecoprosays.com
📧 support@ecoprosays.com
📞 (505) 358-4962

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2. Scheduling, arrivals, and access

• We schedule arrival windows rather than exact times.
• You are responsible for providing safe access (keys, codes, gate instructions, parking info, etc.).
• If we cannot access the property or are turned away, it may be treated as a late cancellation under our cancellation policy.

(Here you can later paste any specific “lockbox / access / parking” rules if you want.)

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3. Pricing, invoices, and payments

• Prices are based on the information you provide (space type, size, cleaning type, and condition).
• If the actual condition of the space is significantly different from what was described, we may:
  • Adjust the price,
  • Shorten the scope to stay within your budgeted amount, or
  • Reschedule for a different service level (e.g., move from standard to deep clean).
• Payment is due as stated on your invoice (for example: at time of booking, on the day of service, or upon completion).
• We accept payments via [Wave / card / ACH—whatever you use].

(You can plug in “late fee” / “non-payment” details here later if you want.)

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4. Cancellations and Reschedules

Quick Overview:

Rescheduling

• More than 48 hours before your appointment
  → You can reschedule once for free (subject to availability).
• Within 48 hours of your appointment
  → Rescheduling is treated as a late cancellation.
  → A 60% late-change fee (60% of the scheduled service total) applies.

Cancellations

• More than 48 hours before your appointment
  → Cancel with no fee.
• Within 48 hours of your appointment (late cancellation)
  → A 60% late cancellation fee is charged
  (60% of the scheduled cleaning total).
• No-show / refused at the door
  → Treated as a full loss of that time slot.
  → 100% of the scheduled service total is due
  (subject to the $150 trip minimum).

Refunds & Tips

• Any eligible refund applies to the service portion only (not including tips).
• Tips are non-refundable because they are paid directly to your cleaner.

More details:

Cancellation Notice Requirement
Customers may cancel a scheduled service by providing notice to our Customer Support team at least 48 hours before the appointment time. Cancellations submitted after this 48-hour window are considered late cancellations and may incur fees.

Cancellation Fees
Late cancellations disrupt our schedule and prevent our cleaners from accepting other work.
Therefore, a 60% cancellation fee of the total service amount will apply to any cancellation made within 48 hours of the scheduled service.
For product orders (if applicable), cancellation after processing may incur restocking and/or processing fees.
Tips are non-refundable.

Refund Process
If a refund is applicable, it will be issued to the original payment method within 5–10 business days.

Exceptions
Cancellations may not be eligible for a refund in the following cases:

• Custom orders or digital products
• Requests made after the 48-hour notice period
• Excessive or repeated cancellations
• Fraudulent claims
• Services scheduled less than 48 hours in advance (same-day or next-day bookings are non-refundable once booked)

Important Notice
Our cleaners cannot cancel appointments, reschedule appointments, or promise refunds.
All cancellation requests must be submitted directly to Customer Support.
If Customer Support does not receive the request, we cannot process or approve a cancellation or refund.

Customer Support Contact
Email: support@ecoprosays.com
Phone: (505) 358-4962

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5. Refunds, Credits, and Satisfaction

Eligibility for Refunds
Customers who are dissatisfied with their products or services may be eligible for a full or partial refund, subject to review by our Customer Support team. Eligibility is determined based on the circumstances of the request, service records, and our Quality Assurance standards.

Refund Request Timeframe
Refund requests must be submitted directly to Customer Support within 24 hours of the service or product delivery. Requests submitted after 24 hours may not be eligible.

Refund Methods
Approved refunds may be issued as store credit, service re-cleaning, product replacement, or a refund to the original payment method. The method used is determined at the discretion of Eco Pros AYS.

Return Shipping (if applicable)
If a product return is required, Eco Pros AYS will cover the cost of return shipping.

Product Condition Requirements
Returned products must be unused and in their original packaging to qualify for a refund or replacement.

Service-Based Exceptions
Refunds may not be available in the following situations:

Digital products or custom orders
Requests submitted after the 24-hour window
Repeated or excessive refund requests
Fraudulent or abusive claims
Situations where the property was not prepared for cleaning (clutter, blocked areas, unsafe conditions, etc.)
When a re-clean was offered and declined
Photos may be required to initiate or approve a refund or re-clean request.
Tips are non-refundable.
Important Notice
Our cleaners cannot initiate, promise, or process refunds. All refund, re-clean, and service quality concerns must be submitted directly to Customer Support.
Eco Pros AYS cannot issue a refund unless the request was received and documented through our Customer Support channel.

Customer Support Contact
Please email: support@ecoprosays.com to initiate a refund or quality review.

(Requests must be sent by email only not by phone support.)

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6. Damage, Breakage, and Liability

6.1 Inspection and Notice of Damage.
Please take a quick look around after each visit. Any concerns, missing items, or alleged damage believed to be related to our service must be reported by email or text within 24 hours of the service. If we don’t hear from you within that time frame, we’ll assume everything looks good and any related claim may be considered waived.

6.2 Pre-Existing Conditions and Normal Wear.
We are not responsible for:

• Pre-existing damage, defects, or stains;
• Normal wear and tear;
• Items that are already loose, unstable, improperly installed, or in poor condition (including blinds, curtain rods, shower doors, wall hangings, and certain furniture); or
• Damage resulting from age, prior misuse, or manufacturer defects.

Please store fragile, high-value, or sentimental items (jewelry, cash, heirlooms, collectibles, etc.) in a safe place before your cleaning. We cannot take responsibility for items that were not safely stored or disclosed in advance.

6.3 Limitation of Liability.
To the fullest extent permitted by law, the total liability of Eco Pros for any claim related to a specific service visit is limited to the amount you paid Eco Pros for that visit. We do not cover indirect, special, or consequential losses (such as lost income, lost business, or loss of use).

6.4 Independent Contractors and Insurance.
Eco Pros may engage insured independent contractors to perform cleaning services on our behalf. Those contractors are responsible for their own acts and omissions. If an issue involves a contractor, we will reasonably cooperate by sharing their contact and/or insurance information so a claim can be pursued directly if needed.

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7. Eco-conscious products & health preferences

We are an eco-conscious cleaning company and may use a mix of plant-based and conventional products unless you request 100% non-toxic, plant-based products only.

If you have allergies, sensitivities, or product preferences, please let us know before your appointment so we can do our best to accommodate. We cannot guarantee an allergen-free environment, but we will make reasonable efforts based on the information you provide.

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8. Safety, pets, and boundaries

• Our team will not use your ladders, move heavy furniture by themselves, or perform tasks that could be unsafe.
• For everyone’s safety, pets should be secured in a separate area during the clean, especially if they are anxious or reactive with strangers.
• We reserve the right to stop work if conditions are unsafe (aggressive behavior, harassment, unsafe environment, etc.).

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9. Changes to these terms

We may update these Terms from time to time. The current version will always be posted on this page with the “Last updated” date at the top. Continued booking or payment after changes are posted will be considered acceptance of the updated Terms.