A "lock out" is when our maids show up to your location on the confirmed date and window of time, but no one is home and we have not been given access some other way (key, lock box, etc.). We will wait 15 minutes and try to contact you. However, if you are unable to make it home or provide access into your house, you will be charged a fee of 50% of the amount or estimated amount for your cleaning. Our employees are very important to us and their safety is a priority. An "unsafe environment" could mean an unruly animal, presence of dangerous or harmful insects, human or animal bodily excretions, physical or verbal abuse, clutter to the degree that cleaning would be more difficult, no running water or electricity, growth of unhealthy or undermined substances (e.g., mold), or any environment where they feel in danger. If they encounter any of these situations, our maids are instructed to leave immediately. If they discover this after they have already started to clean, then you will be charged 100% of your quoted price. If they have not started to clean, then you will be charged 50% of your quoted price.