What if I can't get into a Cleaning or Client Home?

Last updated about 1 year ago

On the TIDY platform, Clients expectations are that all on-the-job issues and urgent matters are handled by the Homekeeper reporting the issue and contacting the Client directly through the Homekeeper App. If you are at the Client's home, you want to make sure you report the issue and contact the Client in the App. 

Hit the Circle Button "Can't Get Into Home".
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Clients will be automatically texted about your issue, and can reply back to that text message to your number on file.

To ensure you get a last minute cancellation payment, we recommend that you:
  1. Follow the Client's home access instructions
  2. Make your way to the door or closest area to the front door. Knock and ring the doorbell.
  3. Call the Client by hitting the "Call Client" button
  4. Wait for 15 minutes, calling at least one more times.
  5. Wait until at least 15 minutes after the start time of the cleaning (for example, do not leave before the start time, even if you showed up early).
  6. After 15 minutes, mark that "I couldn't get in"
  7. If you do get in, mark "I got in! Start Cleaning"
If you follow these steps, you will most likely get your issues resolved and be able to complete the Cleaning. If you are not able to access the home, you will receive the No Access Payment. Click here to learn more about payments.

Please Note: Make sure to resolve any getting in issues before starting the cleaning. You won't be able to report issues about getting into the home after you start the cleaning.