Keys, quiet and cancelling

Keys, codes and alarms

You can open the door, leave a lockbox code, or give us a key. We keep a key or code only for the length of your plan, and delete it from our schedule at the end. Tell us the alarm code and whether the system chimes, and whether a pet may slip out.

Keeping it quiet

We text before we arrive and never ring the bell. If the baby is asleep we do the quiet work first and leave the vacuum for last, or skip it if you ask. If it is a bad moment, tell us and we move the visit.

If something is missed, broken or missing

• Text us within 48 hours of the visit, with a photo if you can.
• For a missed area, we come back at no charge, at a time that suits you.
• For something broken, we tell you what happened, and we talk about it in person; we do not argue it over text.
• For something you cannot find, we check what we moved first, and say so in writing.

Moving or cancelling a visit

Move a visit by text up to 24 hours ahead at no charge. With less notice it is billed, unless the baby is on the way or in the hospital, in which case just tell us. Cancel before the first visit for a full refund. After that, unused visits are refunded at the per-visit price on your receipt.

If someone is sick

If one of us is unwell we text you and move the visit. If someone in your home is sick, tell us and we decide together whether to come, and which rooms to leave.

If we are locked out

If we arrive and cannot get in, we wait fifteen minutes and text you. If we still cannot get in, the visit is billed in half and we set another date.