What happens if my cleaner is locked out?
If your cleaner cannot access your home at the start of your appointment, a lockout fee equal to the full cost of the cleaning may apply. This compensates your cleaners as they rely on a busy and organized schedule.
To be fair to both cleaners and customers, we require cleaners to:
- Stay at the location indicated in your appointment for 30 minutes.
- Attempt to call you at least 3 times.
- Send us a evidence proving that they are in front of your house/unit.
Reminders to avoid being charged for a lockout:
- Please provide clear instructions for entry via your entry notes or be at the residence at the time of your appointment.
- You may also access your entry notes by going to 'Settings' > 'Cleaning notes'.
- Respond to any phone calls or messages your cleaner sends during the arrival window right away.
Still need help?
Contact Support