Keys and codes
How we get into your home, and what we do with what you give us.
Short enough to read before you decide. Ask us anything it doesn't answer.
You choose how we get in, and you can change it any time. We write down only what we need, we keep keys apart from addresses, and we never ask for an alarm or gate code by text or form.
Three ways in
You pick one.
You're home
You let us in and out. The easiest way, and the one we suggest for a first clean.
A code or lockbox
You set it and tell us by phone. Change it whenever you like and we'll use the new one at the next visit.
A key we hold
We tag it with a number, not your address, and keep it in a locked case. Ask for it back any time.
Our written rules
What we write down, and what we never do.
What we write down
The way in, the number on your key tag, your pets and what you don't want touched. Nothing else goes in your file.
Alarm and gate codes
By phone only, to Jaswinder or Kiana. We never take a code by text, email or form, and we don't write it next to your address.
Who can use your key
Only the crew on your visit. They sign it out and back in, and nobody takes a key home.
What we never do
Copy a key without asking, leave a door unlocked, post a code on a group chat or give your key to someone who isn't on your crew.
If something goes wrong
Broken, missing or left open.
If we break something
We tell you the same day, with a photo, and agree in writing how we'll replace or pay for it.
If you think something is missing
Tell us within 48 hours. We go over the visit with the crew who were there and call you with what we find.
If a key goes missing
We call you the same day, change what needs changing with you and cover the cost of a re-key, as we agree in writing.
Cancel, move or lockout
Plain terms for skips and lockouts.
Skip or move a visit
Up to 24 hours before, by call, text or WhatsApp, with no charge.
If we can't get in
We wait 15 minutes, call and text you, and call anyone you named. If we still can't get in, the lockout fee in your written quote applies.
If you cancel for good
Text us. We return any key we hold within a day, and we remove your codes and notes from our file.
Questions
Keys and codes, answered.
Do I have to be home?
No. Most of our recurring customers aren't. You pick the way in, and you can change it for any visit.
What about my alarm?
Give us the code by phone. We'll arm it again when we leave, if you ask us to. If it goes off, we call you first.
Who holds the keys?
They stay in a locked case at our office, tagged with a number. Only Jaswinder and Kiana can open it.
Can a neighbor or agent let you in?
Yes. Tell us who, and we'll only accept them if you've told us by phone or in your written file.