Policies
The policies, in plain words
Keys, codes, breakage, cancellations and pets. Mahlet reviews them with you before the first visit.
Keys, codes and alarms
Keys and codes are shared only with your team, kept off the schedule after each visit, and never written on a key tag with your address.
We log every entry and exit
Alarm codes stay in Mahlet's file, not in the van
Change the code any time and tell us
If a pet gets out
We call you straight away, search the yard and the street, and stay until you say what's next. See the pets page.
A call, not a text, first
A written note of who was in the house
If something breaks or goes missing
Tell us within 48 hours, with a photo. Mahlet answers within one business day and handles it through the firm's insurance where it applies.
We never move valuables to clean under them
Please put out anything fragile or sentimental
Cancellations and lockouts
Move a visit by 5 p.m. the day before and there's no charge. After that, the visit fee on your estimate may apply. If we can't get in, we wait fifteen minutes, call you and may charge the visit fee.
The fee amount is on your estimate
Illness or emergency: call and tell Mahlet
Questions on a policy?
Call or text and Mahlet will walk through it.