Policies
Keys, codes and alarms
Plain rules, written down so you can hold us to them.
You choose how we get in
You open the door, you leave a lockbox or code, or you give us a key. Tell us before the first visit.
Codes come by phone
Alarm, gate and door codes go to Bruna by phone, never by text, email or a form on this site.
Keys have a tag, not an address
We tag a key with a number, never your name or street, and keep it away from other keys.
Codes are erased when you ask
Change your code, or ask us to forget it. We keep it only as long as the service needs it.
Our promise, with its limits
If something is missed or broken
Tell us within 48 hours
A message and a photo is enough. Write to Bruna on WhatsApp or by phone.
We return within three business days
We redo what was on your list and missed, at no charge. This covers the list on your estimate.
Breakage: tell us right away
We look at it with you, write down what happened and go through our insurance if it applies. We do not promise to repair or replace before we have seen it.
Mold, existing damage and things that were already loose are not covered. We note them on arrival, and photograph them with you.
Terms
Cancelling, skipping and lockouts
Cancel by 5 p.m. the day before
No charge to move or cancel a visit by then, by message or phone.
Later than that
The visit may be billed as your estimate says, because the crew has already been planned for you.
If we cannot get in
We wait 20 minutes and call you. After that the visit counts as a lockout and may be billed as your estimate says.
Skips are fine
Going away for a week? Tell us and we skip the visit, no fee, if you let us know by the day before.
Questions
Policies, answered
Do I need to be home?
No. Many of our clients are at work. You can let us in, leave a code or a lockbox, or give us a key. Alarm and gate codes come by phone, never by text or form. The policies page says how we handle each way in.
What if something is missed or broken?
Tell us within 48 hours, with a photo if you can. We come back within three business days to redo what was missed from your list. If something is broken, tell us right away and we go through it together; the steps are on the policies page.
What if I need to cancel?
Message us by 5 p.m. the day before and we move or cancel the visit. Later than that, or if we cannot get in, the visit may be billed as your estimate says. The full terms are on the policies page.
A question about a policy?
Ask before the first visit. We would rather explain it twice than have you guess.