Policies
Three policies, in plain words
Keys, codes and alarms
We keep a key in a locked box that stays with Haeun or Makena, tagged by number and never by address. Door codes and alarm codes are kept in the same system, not on paper. If you want us to return a key, we do so at the next visit. If you cancel service, we return it within a week or destroy it, as you choose.
If something is broken or missing
Tell us within 48 hours and send a photo by text if you can. We look at it together on the phone, then we tell you what we will do. A broken item goes through our liability insurance, and a missed spot is redone at no charge. We cannot promise to replace an item without knowing what happened, and we say so before we agree.
Cancellation and lockout
Tell us 48 hours ahead and a reschedule costs nothing. Later than that, or if no one can let us in, a late-cancel or lockout fee applies. The fee is in your service agreement and we tell you the amount before your first visit.
Limits
What we do not do
When one of these is the real problem, we tell you and suggest who to call.
Hoarding
We cannot clean safely around heavy clutter. A professional organizer or a cleanup service can.
Mold
We clean what is on a surface. A mold problem is a moisture problem, which needs a specialist.
Biohazards
Blood, bodily fluids and sewage need trained, equipped crews.
Heavy lifting
We do not move heavy furniture, appliances or boxes.
Heights
We work from the floor or a step stool. We do not use ladders.
Pests
We do not treat pests. If we see signs, we tell you and suggest who to call.
A question about a policy?
Ask Haeun or Makena. We would rather explain than have you guess.