Access & Keys Policy

Most of our customers prefer to be away during cleaning. This policy covers how we access your home safely and securely.

Access Options

We support several access methods. Tell us your preference at booking:

1. Be Home (Easiest)

You're home when our team arrives. No keys, no codes — just answer the door. Best for first-time customers who want to meet the team.

2. Door Code or Smart Lock (Most Common)

Many Silicon Valley homes have keyless entry. Provide us with:

• Code or smart lock instructions
• Any special steps (deactivating alarm, garage code)

For recurring service, we save your access information securely and use it each visit. Codes can be changed by you at any time — just notify us.

3. Hidden Key

If you leave a key in a hidden location (lockbox, under a mat — though we discourage this for security), provide clear instructions. We'll return the key to its hiding spot before leaving.

4. Concierge / Doorman / Property Manager

For condos and apartments, we can pick up a key from your concierge or property manager. You'll need to authorize them in writing to release the key.

5. Hold a Key Ourselves (Recurring Only)

For long-term recurring customers, we offer secure key storage. Keys are coded by job number (not your name or address) and stored in a locked container at our office. This is opt-in and reversible at any time.

Alarm Systems

If your home has an alarm system:

• Provide us with the disarm code AND a temporary cleaning code if your system supports it
• Tell us the alarm company name and account info in case of false alarm
• We'll disarm on entry and re-arm before leaving (unless you specify otherwise)

Important: We're not responsible for alarm fees if you provide an incorrect code, or if the system malfunctions for reasons unrelated to our entry.

Pets and Access

If pets will be home during cleaning:

• Inform us at booking
• Secure aggressive or anxious pets (per our Pet Policy)
• Provide instructions for any special pet situations

Locked-Out Visits

If our team arrives and cannot access your home:

1. We wait 15 minutes and attempt to reach you by phone and text
2. If still no access, we leave
3. The full service fee applies (per our Cancellation Policy)

To prevent this, please confirm access details at booking and update us if anything changes.

Security Practices

We protect your access information with:

• Secure encrypted storage in our scheduling system (Jobber)
• Access information shared only with the assigned team for that specific job
• Codes never shared verbally in public areas
• Background-checked team members for all jobs
• Bonded and insured against employee dishonesty

If You're Concerned

If you ever have security concerns:

• Change your codes at any time and notify us of the new code
• Switch to "be home" mode for upcoming visits
• Request that we hold no keys/codes between visits
• Cancel recurring service at any time, no penalty

Lost Keys

In the rare event we lose a physical key:

• We pay for emergency rekeying or lock replacement (up to $200 direct, insurance for above)
• We notify you immediately
• We file an internal report and review our processes