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.

Something was damaged or went missing

PLEASE BE ADVISED THAT OUR LIABILITY IS LIMITED TO THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Items of value, (monetary or sentimental) should be stored away and dusted & cleaned by the owner.  In the unlikely event that something is damaged you will be required to contact our Support team immediately in order to submit a formal claim request through our insurers.

Can a cleaner pick up the keys?

If you need a cleaner to pick up a key for your property somewhere, please tick the box about keys in your booking and leave detailed guidelines how to access them. We ask you to be accessible by phone before the cleaning in the case of a cleaner having issues getting into your property.

Please be advised that if the cleaner needs to pick the keys, the timing of your cleaning service will be extended for the time required to pick up the keys if they are not stored in the same building.

Can I change something in the booking?

At the moment you can change the comments in your upcoming bookings and write everything you require: please add info about extra rooms or instructions about how to get to your property. Please be aware that the eMop system charges clients for the real duration of the cleaning which is likely to be more than the estimate in this case. However, if the cleaner has bookings after yours, then they may not be able to give you any additional time.

I have a dispute with the time taken to clean the property

We send a text message to the client when the job begins and when the job ends. In a case where you don’t agree with these timings, please get in touch with us at support@emop.world and we will update the time spent according to your records. Incorrect timings can appear due to an eMopper’s poor Internet reception when selecting to ‘Start’ or ‘Finish’ the job on our App, meaning the data was written incorrectly to our system.

I was charged a different amount then the original estimated amount

When you made a booking, our system estimated how much time we need to clean your property. Then, when the job was completed, we charged you according to the real time an eMopper worked. Therefore, the final payment can be less or more than the estimated amount.  eMoppers are allowed to work estimated time plus one more hour. If they need more time, they must with the customer and ask eMop support update to the time of the booking. This information is provided in confirmation emails sent to the client.