Keys, codes, breakage and cancellation

Keys, codes and alarms

We hold one key per home, on one tag with a number and no address. The key and every door or alarm code is written in a log with the date, the person and the time in and out. Codes are shared by text or a call, never in an email thread, and you can change them any time.

If a key is lost, we tell you the same day, and Haiyan covers the cost of rekeying the affected lock. You can ask to see the log at any time.

If something is broken or missing

Tell us within 48 hours of the visit, by text and with a photo if you can. Haiyan reviews it with the lead the same or next business day. 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 visit log with you and, where it makes sense, the police.

If we missed something

Text us within 48 hours with a photo. A lead returns within two business days to redo it, and the visit is not billed twice.

Pausing, canceling and rescheduling

• Pause or cancel the plan by text at least 7 days before the 1st; there is no minimum term and no cancellation fee
• Reschedule a visit by 6 p.m. the day before at no change to the plan
• A visit canceled with less than 24 hours' notice counts as used
• Unused visits, loads and errands don't carry over to the next month

If we can't get in

If the lead can't get in because of a changed code, a missing key or a locked gate, we text you, wait 15 minutes and then rebook within the week. The visit is billed once.

What we don't do

• Hoarding, mold or biohazard cleanup
• Moving heavy furniture
• Washing outside windows or using ladders
• Pest or pet-waste cleanup
• Picking up prescriptions, alcohol or tobacco, or handling cash