Keyholding Policy

This Keyholding Policy applies whenever you provide Scrubster Cleaning or one of our Cleaners with a key, key safe code, entry fob, garage code, alarm code, or any other means of accessing your property for unattended cleans.

By providing access credentials, you agree to the terms set out in this policy. This policy should be read alongside our Terms of Service and Privacy Policy.

To protect your security, we never label keys with your name, address, or any personally identifiable information. All keys are:

• Assigned a unique anonymous code (e.g., "K-2741") that is linked to your booking record in our secure system
• The code-to-address mapping is stored separately from the physical key, in an encrypted digital record accessible only to authorised personnel
• Labelled only with the anonymous code — never with names, addresses, or postcodes

Physical keys entrusted to us are stored securely:

• Keys are kept in a locked, fireproof safe at a secure location
• Access to the safe is restricted to authorised Scrubster Cleaning management only
• Keys are signed in and out each time they are collected for a booking and returned afterwards
• A key custody log records every movement: date, time, Cleaner ID, and booking reference

Where a Cleaner holds a key for recurring bookings (e.g., weekly cleans), the Cleaner must store it in a secure, locked location separate from any identifying information. Cleaners are contractually prohibited from copying keys or sharing access codes.

If you use a key safe, smart lock, or provide digital access codes:

• Access codes are stored in our encrypted booking system and shared with the assigned Cleaner only on the day of the clean
• Cleaners are instructed to never write down or photograph access codes
• If you change your access code, please update us at least 24 hours before your next booking
• We recommend changing key safe codes periodically and immediately if you suspect they have been compromised

Keys may be collected and returned by the following methods:

• In-person handover: You hand the key directly to the Cleaner or to a Scrubster Cleaning representative. A receipt will be provided
• Key safe deposit: You place the key in your key safe and provide the code via our booking system
• Secure post: In exceptional cases, keys may be sent by recorded delivery to our secure address. We will confirm receipt

When you no longer require our keyholding service (e.g., you cancel your subscription or move home), we will return your key by your preferred method within 7 working days of your request. Uncollected keys will be securely destroyed after 90 days' written notice.

In the unlikely event that a key is lost, stolen, or believed to be compromised:

• We will notify you immediately by phone and follow up in writing within 24 hours
• We will arrange and pay for the replacement of locks affected, up to a maximum of £250 per incident, provided the loss was caused by our negligence or that of our Cleaner
• If the loss results from circumstances beyond our control (e.g., burglary of a secure storage facility), we will cooperate fully with police and your insurer but our financial liability is limited to the lock replacement cap above
• We will file a police report where theft is suspected

We strongly recommend that you maintain home insurance that covers lock replacement and associated security costs.

If your property has an alarm system:

• Provide the alarm code via our secure booking system — never by text message or unencrypted email
• Cleaners are trained to arm/disarm alarms as instructed
• If a Cleaner triggers the alarm accidentally, they will follow your provided instructions and contact you immediately
• Alarm codes are stored with the same encryption and access controls as key codes
• Please notify us immediately if you change your alarm code

As a customer using our keyholding service, you agree to:

• Ensure keys and codes provided are correct and working before the first clean
• Notify us promptly if you change locks, codes, or alarm systems
• Maintain adequate home insurance covering lock replacement and contents
• Inform us if the property will be occupied during the clean (if normally unattended)
• Secure valuables, cash, and important documents before each clean (see our Valuables Policy)
• Ensure pets are secured as per our Terms of Service

All Cleaners with keyholding access are contractually required to:

• Never copy keys or share access codes with any third party
• Never photograph keys, codes, or alarm panels
• Return keys to secure storage immediately after each clean
• Report any key or access issues to Scrubster Cleaning immediately
• Follow all check-in/check-out procedures, including locking all doors and windows and setting the alarm on departure

Breach of these obligations may result in immediate removal from the Scrubster Cleaning platform and may be reported to relevant authorities.

Our keyholding procedures are designed to meet the conditions of our public liability insurance. Keys are coded, stored separately from identifying information, and held in a locked safe — as required by our insurer. All Cleaners carry their own public liability insurance. In the event of a claim, we will cooperate fully with insurers and provide all relevant records from our key custody log.

Access codes, alarm codes, and key custody records are personal data and are processed in accordance with our Privacy Policy and UK GDPR. Access is restricted to authorised personnel only. Records are retained for the duration of our service relationship plus 12 months, after which they are securely deleted.

We may update this policy from time to time. Material changes will be communicated by email. The "last updated" date at the top of this page indicates when it was last revised. Continued use of our keyholding service after changes constitutes acceptance.

For questions about our keyholding procedures:

• Email: [email protected]
• Phone: +44 7458 148-889
• Website: scrubster.co.uk/contact

Scrubster Cleaning is a trading name of Vernora Digital Limited, registered in England and Wales.