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.

The cleaner did not bring their own supplies

Please take note that our cleaners are provided with eco-friendly cleaning products which are safe for children, pets and people with allergies.

You will be required to provide a hoover, mop and bucket since it is not included in our service. In addition, many cleaners travel by public transport and cannot carry this equipment with them.

The cleaner was late

We understand that your time is valuable.  If the cleaner is late, they are requested to inform the customer to avoid the inconvenience.

When the cleaner delays the start time of the cleaning appointment by more than 30 minutes (but no more than 1 hour), a customer can request a discount which can be spent in their next order.

If the cleaner is more than 1 hour late, we will cancel your booking and offer you to make a new booking. You will be provided a bonus to be used for your next cleaning to compensate the inconvenience caused.

The cleaner acted unprofessionally

Cleaners are required to maintain a high level of professionalism at all times. If the cleaner acted unprofessionally, that can have a negative effect on our clients’ trust. We apologize for this and encourage you to contact us ASAP by email and include a detailed description of what went wrong together with pictures etc.

I am not satisfied with the cleaning service

We do our best to make our clients happy and keep working on improving the quality of our service. However, if you are not satisfied with how your home was cleaned, please, let us know as soon as possible and tell us what exactly went wrong. Please write to our Support Desk, and attach photos to show us exactly what was wrong. Be advised that we cannot accept complaints later than 48 hours after the cleaning took place. After the investigation of the case, we may send one of our supervisors to re-clean the missed areas for free. eMop doesn’t provide any refunds for our service, that is why we strongly recommend:

  • If you are at home during the cleaning, always check how the job was done at the end of the cleaning. The cleaner will clean the places that you thought were not cleaned well enough again at your request.
  • If you are not home at the end of cleaning it might be more difficult to prove that the job was done incorrectly. Please be sure someone can check how the cleaning was done before the cleaner leaves your home.