Category: Complaints procedures

eMop sends a text message to the customer when a cleaner presses start/finish however It is the cleaner’s responsibility to ensure the client is aware of what time you start and finish. In the event of any time dispute unless you can prove otherwise the time will be updated according the customer’s request.

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

• 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.

 

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.

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.

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.