Keys, breakage and cancelling

Keys, door codes and alarms

You tell us how to get in when you book: you open the door, a lockbox or door code, or someone you name. Codes and key locations go only to the team on your visit, on the day. If your home has an alarm, give us the code and the steps. If it goes off, we call you first.

• We don't copy keys.
• We return a key you hand over at the end of the visit, or as you tell us.
• Tell us if a code changes before your visit.

If something is missed, broken or missing

Missed something? Tell us within 24 hours of the visit, with a photo if you can. We come back to redo that area on the next available day. We redo what is on your checklist. A re-clean is not a refund, and we can't redo an area we weren't asked to clean.

Broken or missing something? Tell us within 48 hours, with what it is, where it was and a photo. Megan or Leticia reviews it with the team. If we caused it, we repair or replace it, or we file with our insurance.

Cancelling, rescheduling and lockouts

You can cancel or move a visit by text up to 24 hours before your arrival window and pay nothing. Later than that, or if we can't get in during the window, we may charge a late fee. The amount is in your confirmation text before you confirm.

• We wait 15 minutes inside your window before we call you.
• If we can't reach you, the visit counts as a lockout.
• A lockout can carry the late fee.