Time dispute

Our response time is 24 hours. Resolution time is 48 hours.

 

eMop charges clients according to the real time a cleaner worked at the client’s property. When the cleaner arrives to the client, he/she presses ‘Start’ on the App and ‘Finish’ at the end o of the job.

The client receives a text message about the start and finish of the job. In the event of a complaint with timing.

Please report your dispute within 48 hours. (we cannot make any adjustments after this time)

Please let us know exactly what time the cleaner arrived and left.

eMop will get feedback from the cleaner and update the time as necessary.

Cleaner’s behaviour

Our response time is 24 hours. Resolution time  2-5 days

 

eMop expects cleaners to remain professional at all times. In the event of a complaint about a cleaner’s behaviour eMop will investigate this complaint and take the necessary internal action against the cleaner. This can depend on the seriousness of the complaint.

If you faced any unprofessional behaviour behalf of the cleaner, please report us within 48 hours after the accident took place:

  • Describe in detail the circumstances surrounding why you believe the cleaner was unprofessional.

eMop will investigate with the cleaner and allow the cleaner to provide feedback

eMop will make a decision and email the customer the outcome.

 

Damage

Our response time is 24 hours. Resolution time  2-5 days (Insurance Claims – Up too 3 months)

 

eMoppers will take every care not to break or damage any of your items, however sometimes accidents can happen. We recommend that items of value, (monetary or sentimental) should be stored away and dusted & cleaned by the owner. In the unlikely event that something is accidentally damaged eMop will not be able to take any responsibility for this. If the damage was due to negligence and the amount exceeds £250 then eMop will explore the possibility of submitting a claim through our insurance. Any form of damage is limited to the cost of the cleaning unless the amount exceeds £250 and was a form of negligence caused by the cleaner.

If you find that something was damaged after the cleaning took place, please report us within 48 hours:

  • please provide a clear description of the damaged item and as much detail as possible including pictures of the damaged items or areas;
  • for any kind of compensation we will need an invoice of repairing or similar item’s cost.

Once we receive the relevant details we will first speak to the cleaner for feedback and thereafter our customer support team will advise the next steps which can be.

Please be aware that insurance claims can take up to 3 months to be processed.

 

Missed item

Our response time is 24 hours. Resolution time  2-5 days (insurance cases up to 3 months)

Although our cleaners’ are background checked, we strongly advise all customers to securely store away any items of value that can be easily stolen including cash /credit cards.  These items should be stored in a secure location.

According to the Booking Terms and Conditions, eMop will not take responsibility for missing items unless you have credible evidence that the item was stolen by the cleaner and that the value of the item is in excess of £250 in which case we will be able to raise a claim with our insurance ( see insurance claim section). If you discover a missing item please see our complaints procedure. Missing items that are under £250 are limited to the cost of the cleaning.

If you find that something was missed from your property after the cleaning took place, please report us within 48 hours:

  • send to support@emop.world a clear description of the missing item including the value and location of the item;
  • If the value of the item is more than £250 we will need a completed police report with case number

Once we receive the relevant details we will first speak to the cleaner for feedback and after our customer support team will advise the next steps.

Please be aware that insurance claims can take up to 3 months to be processed.

 

Cleaning Quality

Our response time is 24 hours. Resolution time 2-5 days

Our all eMoppers are experienced cleaners, if for some reason the cleaning quality is not up to standard then please follow our complaints process, and we will aim to resolve your issue asap.

Send us an email within 48 hours to support@emop.world with a detailed description of the poor cleaning supported by picture evidence. Once we receive you email, we will investigate with the cleaner and get the cleaners feedback. When we receive this feedback, we will then look at all evidence and offer a proposed solution of the situation.

Please be aware we do not provide refunds according our Booking Policy.

Cleaner’s behaviour

eMop expects cleaners to remain professional at all times. In the event of a complaint about a Cleaner’s behaviour, eMop will investigate this complaint and take the necessary internal action against the Cleaner. This can result in deactivation from there Mop platform.

  • We will send you an email from emopper@emop.world with details of the complaint.
  • You need to provide an explanation of the situation from your side by email.
  • eMop will decide a outcome and inform you by email.
  • In case of eMop has to compensate a client, the relevant amount of the compensation will be deducted from your earning.
  • Complaints about conduct can result in deactivation

You will be informed by email about the resolution and deduction

Damage policy rules

  • eMop insurance policy covers costs for death or bodily injury, or damage to third party property arising in the course of your business including the supply of products (Public & Products liability).
  • eMop has in place an insurance policy, which excludes the first £250 of any claim. You, the Cleaner, being an independent contractors, are responsible for damages up to the first £250.
  • In case of damage less £250 the cleaner compensates the client’s invoice themselves or the relevant amount can be deducted from the upcoming eMop payments.
  • Where a Cleaner does not admit the fault, eMop will make a final decision based on the evidence supplied by the client and the Cleaner.
  • eMop does not cover any damage claim even above £250 if a Cleaner uses non-authorised cleaning products from eMop.

 

Damage

eMop treats every damage case with professionalism and meticulous attention.

In case of receiving a complaint about damaged item/area in the client’s property done during the cleaning, eMop does the following actions:

  • We collect evidence from the client about the damaged item(s).
  • We will inform you officially about the situation by email.
  • We place a hold on £250 on your eMop account until the dispute is resolved.
  • If the dispute is upheld, then we will agree a compensation amount with the client.
  • We will refund the client and subtract the compensation amount from the £250 held from your account. Any remaining funds will be transferred back to your eMop account. If the compensation claim is more than £250, then all of the £250 held from your account will be  insurance excess, and the insurance company will pay the remainder.

Missed item

Remember that many clients have cameras installed at home, and therefore can watch you as you clean their property, even when they are not at the premises.

If eMop receive a complaint from a client that items have gone missing during cleaning, they the following procedure will take place:

  • We will collect evidence from the client about the missing items;
  • We will inform you officially about the situation by email;
  • We check your balance and put on hold any payments up to £250 until the dispute is resolved (in accordance with our Terms and Conditions);
  • If the complaint is upheld, then we will agree with the client the amount of compensation;
  • We deactivate you from the eMop Platform and make the final payout expect the amount up to £250 which will cover the cost of missed item.
  • If the complaint is not upheld they we will release the £250 back to your eMop account.

Cleaning Quality

Our reputation is what makes eMop successful. When you (a Cleaner) accept a job via the eMop Platform you are expected to uphold the reputation for eMop. You are responsible for the cleaning quality you provide. You must be sure that the customer is happy with the service you provide. To avoid any confusion or misunderstanding, you should clarify with the customer their expectations at the beginning of the work. You should ask the customer to review your cleaning carried out at the end of the job.

If we receive a complaint about poor cleaning standards, you should expect the following actions from eMop:

  • We will send you an email from emopper@emop.world with details of the complaint.
  • You will be invited to provide your version of events by email.
  • If the complaint is upheld, and eMop have to compensate a client, then the relevant amount of the compensation will be deducted from your earnings.
  • You will be informed by email about the resolution of the complaint and any deduction.

I cannot find the Mobile App in Apple Store or Play Store

You can download the Mobile App only from the UK’ Stores.

If you do not see the Mobile App in your Apple/Play store, then you will need to change your current store to the UK store.

Here is the link for Google Play and here is for Apple Store. If you still have difficulty, then please contact the eMop support team.

Why does the amount of ‘next payout’ is different with my balance?

eMop pays your weekly for the completed week, 9 days after the week is closed. This weekly payment is available on main screen of the ‘Finance’ section in your App.

The balance is all your money which are on your balance in eMop’s App which haven’t been paid yet. As soon as eMop transfers money to your bank account, this amount is removed from your App and your balance decreased for this paid amount.