Keys, breakage and cancellations, in plain words

Keys, codes and alarms

Choose one: meet the crew lead for the handover, leave a key with the housing office or a neighbor, or use a lockbox. We never copy a key. A gate or door code is shared only with the crew on your job and is removed from our schedule when the clean is done.

If the home has an alarm, tell us the code by text on the day, not in the form. We turn it off on arrival and set it when we leave.

If something is broken or missing

At the start of every clean we walk the home with you or by photo, note damage that was already there and photograph it. If something breaks while we're there, we tell you the same day, in writing, and send photos. If you think something is missing, tell us within 48 hours and we go through the crew's log with you.

We carry general liability insurance. Ask for a certificate and we send it before the clean.

Moving or cancelling a clean

• Move or cancel up to 24 hours before: no charge.
• Inside 24 hours: a fee of up to half the quote, written on your quote, because we've held the crew.
• If pack-out slips, tell us as soon as you know. We'll find the next opening and, where we can, waive the fee.

If we can't get in

If we arrive and can't get in (no key, a wrong code or no gate access), we wait 30 minutes and call you. If we still can't start, we charge a trip fee written on your quote and offer the next opening.

The inspection is your housing office's

We clean to a written checklist. We don't set the inspection standard and we don't promise a pass. What we do promise is on the guarantee page.