Policies
When something goes wrong
The terms behind the week, in plain words. If a line here differs from your house card, we follow the card and then correct whichever is wrong.
If something is broken or missing
Tell Enid within 48 hours of the visit, by phone or text, with a photo if you can. She reviews it with the crew and the visit log within two working days. If we broke something, we repair or replace it at fair value, or file it with our liability insurance. If something has gone missing, we go through the log with you and, where it makes sense, the police.
If we missed something
Tell us within 48 hours. A lead returns within two working days to redo it, and you are not billed twice for the same visit.
Cancelling or pausing a visit
Please tell us at least two working days before. A visit cancelled later than that is billed at half. You can pause the whole week for travel with seven days' notice, and we keep your day open.
If the crew cannot get in
If a code has changed, an alarm will not clear or nobody is there to let us in, Enid calls you and the crew waits twenty minutes. After that the visit is billed in full.
Staff in the house
If you have your own staff, tell us who does what so the two crews do not repeat or skip each other's work. The house card has a line for each room.
Ending the week
Tell us in writing. We stop at the end of the notice period, your key comes back to you, and your codes are deleted from our records within 30 days.
Questions about a policy?
Ask Enid. She will answer in writing.