Policies
How we look after your home and your key.
These are the rules. If you change one, we put it in writing before the first visit.
Keys, codes and alarms
A key carries a number, never the address. We ask for codes by message, share them only with the people on site, and delete them when you ask.
A key carries a number, not the address
Codes go only to the people on site
If something breaks or goes missing
Message us a photo within 24 hours of the visit. A family member reviews what happened and replies the next business day. We repair or replace what is ours, at a fair value, in writing.
Photo within 24 hours
Reviewed by a family member
Reply the next business day
If we missed something
Tell us which room, with a photo, within 24 hours. We re-clean that room at the next available visit at no charge for that room.
One room at a time
With a photo, within 24 hours
If you cancel or reschedule
Give us a day's notice and we move the date at no charge. With less notice, or if we arrive and cannot get in, part of the visit may be charged; the quote says how much.
A day's notice: no charge
Locked out: part is charged
The amount is in your quote
A question about a policy?
Message us on WhatsApp and we will answer it.