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.

I received an email that eMop could not withdraw money from my card

We only process the payment when the cleaning has been completed and the eMopper has finished and has checked out on their App. We will make up to 3 attempts during the 24-hour period to withdraw money from your card. If all three attempts have been unsuccessful, we will contact you and ask you to provide us with different card details. If we are not able to reach you by phone, we will send you an email with a request to top up your card or pay with another card.

Dispute a cancellation or rescheduling fee

We believe that your time is valuable, that is why there is the Cancellation Policy for both our clients and our eMoppers.

When you cancel or reschedule a job a few hours before the start time or at the last minute, it becomes inconvenient for eMoppers as they may lose their earnings. Your cancellation fees cover eMoppers’ time and eMop platform costs.

Please read our Cancellation Policy before cancelling the booking.

 

Dispute ‘A Customer No-Show Up’ fee

A ‘No show up’ fee means that the eMopper arrived at the booking location, waited for over 30 minutes, tried to contact the client a several times whilst waiting, and has informed eMop about the issue. Nobody has let the eMopper in to the property and the client didn’t pick up the phone. In these cases we charge the client a cancellation fee according to our Cancellation Policy.

If you believe there is any confusion, please get in touch with us support@emop.world.

 

 

How do I pay for cleaning?

We accept debit and credit cards only. Payment is made on our website via a secure 3rd party provider. Funds will only be taken from your card once the job has been completed.
However, please note that as soon as the booking is confirmed, the estimated amount of the job is pre-autorised on your card to be sure the payment will go through after the cleaning job is completed.