Follow the steps below if your customer is not available to let you in to start your appointment.

If you're using the Homeaglow for Cleaners app:

1. Go to the 'My Jobs' tab and select your appointment.
2. Tap ‘Manage Job’ and select ‘Report an issue’
3. Select ‘I can’t enter the client’s home’.
4. Complete the required tasks and tap ‘Charge lockout fee’.
5. If you’re unable to complete the requirements, you will be required to provide an explanation, and a member of our Support Team will review your submission.

If you're using your browser:

1. Call your customer AT LEAST 3 times over 30 minutes at the number they provided.
   • This gives us proof that you waited for the required time and made a good-faith effort to reach the client. 
   • Go to your dashboard's My Upcoming Jobs & Requests page > click the Job to find your client's contact information. 
2. You must take a selfie with your client's house number and your face clearly visible in the shot so that we have proof that you were at the property. You will need to upload this when you file a lockout claim on your dashboard. 
3. Wait at your client's home for at least 30 minutes.
4. If you are still unable to gain access to their home, go to your dashboard's My Upcoming Jobs & Requests page, and select your appointment.
5. Click 'View Job'.
6. Select 'Charge Client for Lockout'.

These will charge your client, and you'll receive a $40 payment or your expected payout for the job (whichever is lower) for this inconvenience.

A few reminders:

• The option to charge your client for a Lockout will no longer be available 24 hours past your job’s scheduled time.
• To be fair to customers and Cleaning Professionals, Lockout submissions may be subject to review by Dapper Maids’s Customer Service Department.
• Lockouts deemed invalid may be refunded, including situations where:
  • You were late for the appointment.
  • Your client requested to cancel the appointment more than 6 hours before it was supposed to start.
  • You did not complete the requirements, and were not able to provide proof that:
    • You arrived on time.
    • You waited at your client’s location for the required amount of time.
    • You came to the correct address.
    • You contacted your client or knocked on your client’s door.
• During severe weather events, you may reach out to your client to see if they'd like to keep the appointment or reschedule.

Did you know? The Homeaglow for Cleaners app has a built-in GPS feature that automatically documents your arrival and departure times. This feature ensures that your location is logged at the time of your appointment.

Once you’ve downloaded the app, follow the steps below to enable your Location settings:

For IOS devices:

• Go to the app’s ‘My account’ tab.
• Select ‘Notifications’ > ‘Location’ and tap ‘Always’.

For Android devices:

• Go to the app’s ‘My account’ tab.
• Select ‘Notifications’ > ‘Permissions’ > ‘Location’ > and tap ‘Allow all the time’.

Once this feature is enabled, click the ‘Send ETA’ button on the app before going to your jobs. This will ensure that your worked hours are properly recorded, especially in the case of client disagreements. Please note that you must click the ‘Send ETA’ button to trigger your app’s GPS feature.

Don't have the Homeaglow for Cleaners app yet? Download it now!

• IOS

• Android