If the client has requested you to pick up the keys, please check attentively using the instructions in the booking and after you have searched thoroughly, contact the customer. If you cannot reach the customer after numerous attempts, please contact eMop via the Text.
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First of all, please use google maps which will direct you accurately. If you still cannot locate the property, please call the client to ask for the best route to locate their property.
In some cases, this may happen, we recommend you contact the customer whose details are located on the eMop App to clarify the booking. If you cannot reach the person who booked the service, please contact the eMop via Text, and we will assist you further.
You should wait 30 mins from the scheduled start time and call the customer repeatedly with an interval of at least 3mins. You can also leave a voice message referring to who you are and what time you arrived at the property.
If you find that you cannot reach the client after attempting several times during 30 mins from the start time, please take a picture of the door and make a print screens of your outcoming calls to the client. Send us these two photos. Then, we will close the job as ‘no show by the client’ and you will be compensated according to the terms and conditions.
We allow cleaners a period of 30 mins for lateness without a penalty fee. This is also the same for clients. If you come across this situation, please inform eMop via Text, indicate your job ID and the issue. Don’t press ‘Start’ on your App unless 28 mins passed from the start time. If the customer delays and you are still waiting, please ‘Start’ for the job from 29th of minutes from the start time.
If you face any form of harassment from the client and feel unsafe please exit the property immediately and contact eMop as soon as possible via Text or email emopper@emop.world indicating the job ID and describing the issue.
We recommend that you also report situation to the police as well.
Please note that the customer can place an order with or without the equipment. In case you need to bring a hoover and a mop to the booking, you will be paid additionally for every order with the equipement.
Please inform eMop immediately via Text or email emopper@emop.world about the case indicating the job ID and describe what happened at the property. Ask the client to contact eMop via email support@emop.world and we will proceed with the case. Do not argue with the client even if you are sure that it was not your fault. Please take pictures of the damages caused for future investigation.