1. Access options
We support four access methods, ranked by our recommendation:
- Lockbox code (our preferred method). Customer mounts a lockbox, tells us the 4-digit code, rotates the code seasonally.
- Smart-lock PIN. We generate a unique PIN that expires after the cleaning window. No shared master codes.
- Manual key handover. Key is kept in our secured key locker between visits (see Section 2).
- Hidden key (least preferred — we still accept it). Customer accepts the risk associated with this method in writing.
2. Physical key handling
- Keys are stored in a locked, fire-rated cabinet at our office, accessible only to the Operations Manager and Owner.
- Each key is tagged with a numeric ID only — never with the customer's name, address, or phone number.
- The mapping of numeric ID ↔ address is stored separately in an access-controlled database.
- Keys are checked out to the assigned cleaner only on the morning of a scheduled cleaning and are required to be returned the same day.
- A physical chain-of-custody log records check-out, check-in, and cleaner signature.
- Duplicate keys are not made. If a customer requests a spare, we coordinate at a hardware store and the customer retains both copies.
3. Digital codes & smart locks
- Digital codes are stored encrypted in our dispatching platform, accessible only to office admins and the assigned cleaner on their shift.
- Where possible, we generate a unique, time-limited PIN per cleaning visit. Sample platforms: August, Schlage Encode, Yale, Kwikset Halo, Apple Home.
- For one-time codes that cannot be rotated (e.g., legacy keypads), we request a rotating schedule with the customer and set a reminder.
- Digital codes are purged from the cleaner's device at the end of the shift and from our server 48 hours after service.
4. Who has access
- The Owner / CEO.
- The Operations Manager.
- The cleaner assigned to your specific cleaning that day.
- No one else. Keys and codes are not shared with unassigned staff, contractors, or visitors.
5. GPS-logged entry & exit
Every cleaner clocks in via our mobile app when they arrive at your property. The app captures:
- GPS latitude / longitude + timestamp on arrival.
- GPS latitude / longitude + timestamp on departure.
- Photos before / after (with your consent) watermarked for chain of custody.
These records are retained per our retention schedule (2 years) and are available to the customer on request.
6. Lost or stolen key
If a key we were entrusted with is lost, stolen, or compromised while in our custody, we will:
- Notify you within 24 hours by phone and email.
- Pay for a full lock rekey by a licensed locksmith or replacement of the affected lock cylinder(s) — up to $500 per door per incident.
- File an incident report with local law enforcement if theft is suspected.
- Review internal chain-of-custody and, where appropriate, escalate to our bonding insurer (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).
- Share the monitoring company's verification phrase with our office only.
- Notify the alarm company that we will be entering on scheduled days.
8. On cancellation or termination
When you cancel service or we terminate a recurring plan:
- Physical keys are returned by certified mail or hand-delivery within 5 business days.
- Digital codes are deleted from all devices and the dispatching platform.
- A written confirmation of key return / code deletion is emailed to the customer.
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