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 find the home because you did not supply a complete address or necessary instructions for finding the home, you will be billed 50% of the cost of your service to cover the cost of the Homekeeper's time. Our Homekeepers use Google Maps for navigation.
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 directions. 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 find 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 address or report that the Homekeeper should have been able to find the home using your current address. Just select the most accurate option and follow the steps from there.