Keys, damage and rescheduling.

Tell us where the key is and how to enter. The lead logs the time a key comes out and the time it goes back. Codes are written only on the work order, never on the photo set. If an alarm sounds or a code fails, the lead calls you before leaving.

Damage is photographed at the walk-through and listed on the note, apart from dirt. We never clean over damage to hide it, and we do not repair it.

Tell us in writing, with a photo, within three days of the photo set. We return and finish the line without a charge for the return visit.

Tell us in writing the same day if you can. We look at the walk-through photos, and if the item was lost or broken during our visit, our insurance covers it up to its limits; the certificate lists them.

Move a slot up to the day before. If the crew cannot get in or a tenant is still in the unit, the lead calls you, waits briefly, and the slot is moved. A second lockout in a row is charged at a quarter of the unit's rate.

We photograph rooms, not people or belongings. The photo set is yours, and we use it for nothing else.

Mold, biohazard, hoarding, or work that needs more than a step ladder. If a unit has one of these, we say so and stop.