---
title: "If we miss something, we come back and fix it"
description: "Re-clean free within 24 hours, insured and bonded crews, five background and reference checks, and clear rules for keys, pets, and privacy."
url: "https://homio-astro.pages.dev/guarantee/"
---

# If we miss something, we come back and fix it

> Re-clean free within 24 hours, insured and bonded crews, five background and reference checks, and clear rules for keys, pets, and privacy.

## Products and safety

### Are your products safe for kids and pets?

We use plant-based all-purpose and glass cleaners by default. Bleach and solvent products are used only when you ask for them, and floors are left dry before pets come back in.

### Can you use my own products?

Yes. Leave them out and add a note to your booking. The crew uses yours for that visit and brings its own for anything you did not supply.

### Do you have fragrance-free options for allergies?

Yes. Ask for fragrance-free when you book and it goes on your ticket for every visit. The crew also skips scented sprays and air fresheners.

## Keys and access

### How do you store keys?

Each key is tagged with a code, never your address, and kept in a locked safe at the office. The crew lead signs it out on the morning of your visit and back in the same day.

### Does someone have to be in during the visit?

No. Leave a key, a lockbox, or a door code in the booking notes. We suggest being there for the first walkthrough so you can show the crew around.

### What about alarm codes?

Add the code to your booking notes. Only the crew on your visit sees it, and it is deleted when you stop service. Change it any time and update the notes.

## Privacy

### Do crews take photos in my home?

Only of a problem area, such as a stain or an existing scratch, for your ticket or a claim, and only with your permission. Photos are never posted anywhere.

### Who sees my address and notes?

The office team that schedules your visit and the crew assigned to it. Crews see your notes on the day of the visit only.

### Do you share my details?

No. We never sell your details. We share them only with the services that run bookings and payments. See the [privacy policy](/privacy-policy/).

## Damage and claims

### What if something is broken?

Tell us within 48 hours, with photos if you can. We repair, replace, or reimburse it under our liability insurance.

### What is not covered by the guarantee?

Items that were not on your ticket, stains marked as permanent before the visit, and damage that existed before we arrived. The full terms are in the [terms of service](/terms-conditions/).

### How fast do you pay a claim?

Most claims are settled within 10 business days of the photos and receipt reaching us. We tell you the amount before we pay.