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, who rely on a busy and organized schedule.

To be fair to both cleaners and customers, we require cleaners to:

1. Stay at the location indicated in your appointment for 15-30 minutes.
2. Attempt to call you at least 2-3 times.
3. Send us 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.