1. Access options
Available arrangements depend on the property, building rules, and access system. They may include:
- Entry provided by the customer, concierge, building desk, or authorized property contact.
- A customer-managed lockbox, smart-lock code, or other limited credential approved for the visit.
- A documented physical-key arrangement for recurring service.
- Another written arrangement accepted by both the customer and Go Green.
When the property supports it, use a limited or temporary credential instead of a master code and rotate or revoke it when service ends.
2. Physical key handling
A physical key is accepted only under a documented service arrangement. Access is limited to authorized personnel with a current service need, and the applicable receipt, checkout, return, or incident details are recorded. Go Green does not duplicate a key without the customer's written authorization.
3. Digital codes & smart locks
Submit digital access details only through the method Go Green approves for the service. We limit use to the accepted visit and the authorized personnel who need the credential. The customer remains responsible for managing, rotating, and revoking credentials through the applicable lock, building, or alarm provider. Available controls vary by property and provider.
4. Who has access
Access is limited to authorized personnel reasonably needed to coordinate or complete the accepted service. An assigned service professional receives only the access information relevant to that visit. Access is removed when it is no longer required, subject to record-retention, incident-response, and legal obligations described in our Privacy Policy.
5. Service visit records
Where enabled and disclosed for the visit, authorized service professionals may record arrival and departure times, checklist completion, and approved photos. Location or photo data is collected only as described in the service terms and our Privacy Policy.
Access to visit records is limited to authorized users and retained according to applicable requirements and business needs.
6. Lost or stolen key
- Notify you promptly using the available contact information.
- Coordinate reasonable steps to protect access, which may include replacement of a code, key, or affected lock based on the facts, written terms, and available coverage.
- Document the incident and the response.
- Coordinate with law enforcement, a locksmith, or the relevant insurer when appropriate (see Insurance & Bonds).
7. Alarm code handling
Alarm codes receive the same protections as door codes. We encourage customers with monitored alarm systems to:
- Create a dedicated user code for Go Green (not the master).
- Follow the monitoring company's instructions for authorized service access.
- Avoid sharing a master credential when a limited service code is available.
8. On cancellation or termination
When you cancel service or we terminate a recurring plan:
- Go Green arranges return of physical keys through an agreed delivery method.
- Digital codes are removed from active service instructions.
- Written confirmation is available when requested.