Keys, breakage and what we owe you

Keys, codes and access

Tell us how we get in: a key from your landlord's office, a lockbox or a time you meet us. We don't copy keys or keep them overnight. Alarm and building codes are used for the visit and deleted from our notes afterward. We text you when the key is back where you said.

If something is broken or missing

If we break something, we text you the same day with a photo and what happened. Our insurance covers damage to a home while we clean it; ask for a certificate. If you think something is missing, tell us within one day and we will go through the crew's visit with you.

If a line was missed

Send us your landlord's written list within three days of your final walk-through. For any line that is on our checklist and was not done, we return and do that line at no charge. This does not cover damage, wear or anything your landlord charges for that is not on our sheet.

Cancel, move or lockout

Cancel or move the date up to 48 hours before at no charge. Inside 48 hours we charge half the quote. If we cannot get in at the agreed time, we wait 20 minutes, call and text you, and then charge half the quote and rebook.

What we don't do

Mold, pests, biohazards, hoarded or furnished units, repairs, painting, carpet shampooing, heavy lifting, anything above a step stool, and hauling away belongings.

Pets at home

Tell us before the clean if an animal lives in the unit or is staying through the visit. We do not move or handle pets; the crew works around a crate or a closed room, and we reschedule if we cannot reach the rooms on the sheet.