Our Homekeepers do make the investment to come to your property, and they will make their best effort to try to complete the cleaning. However, if they are unable to get into the home because of a mistake on your part, you will be billed 50% of the cost of your service to cover the cost of the Homekeeper's time. This is one of the reasons we recommend having a reliable, but safe means of accessing your home, such as a lockbox.
Any time this happens, you will be automatically sent a SMS message to alert you of the situation. You can respond to that message to send instructions directly to the Homekeeper. The Homekeeper can also call you to ask for clarification on your access notes. We use technology that anonymizes phone numbers to keep contact details confidential. So when you and your Homekeeper need to contact each other, your personal information stays private.
In case the Homekeeper doesn't manage to access your home, you can log on to your profile at tidy.com to make any changes necessary. When you log on, you will see that appointment with the options to update your access notes or report that the Homekeeper should have been able to get in using your current access notes. Just select the most accurate option and follow the steps from there.