First of all, please use google maps which will direct you accurately. If you still cannot locate the property, please call the client to ask for the best route to locate their property.
Category: FAQ eMoppers
I arrived at the property but I was informed that no one had booked a service
In some cases, this may happen, we recommend you contact the customer whose details are located on the eMop App to clarify the booking. If you cannot reach the person who booked the service, please contact the eMop via Text, and we will assist you further.
I arrived at property but no one was in
You should wait 30 mins from the scheduled start time and call the customer repeatedly with an interval of at least 3mins. You can also leave a voice message referring to who you are and what time you arrived at the property.
If you find that you cannot reach the client after attempting several times during 30 mins from the start time, please take a picture of the door and make a print screens of your outcoming calls to the client. Send us these two photos. Then, we will close the job as ‘no show by the client’ and you will be compensated according to the terms and conditions.
I arrived on time, but the client is delayed
We allow cleaners a period of 30 mins for lateness without a penalty fee. This is also the same for clients. If you come across this situation, please inform eMop via Text, indicate your job ID and the issue. Don’t press ‘Start’ on your App unless 28 mins passed from the start time. If the customer delays and you are still waiting, please ‘Start’ for the job from 29th of minutes from the start time.
Harassment and other inappropriate behaviour on the part of the customer
If you face any form of harassment from the client and feel unsafe please exit the property immediately and contact eMop as soon as possible via Text or email emopper@emop.world indicating the job ID and describing the issue.
We recommend that you also report situation to the police as well.
Does the client provide a hoover and a mop?
Please note that the customer can place an order with or without the equipment. In case you need to bring a hoover and a mop to the booking, you will be paid additionally for every order with the equipement.
A customer claims that I have broken or damaged something, but this is not the case
Please inform eMop immediately via Text or email emopper@emop.world about the case indicating the job ID and describe what happened at the property. Ask the client to contact eMop via email support@emop.world and we will proceed with the case. Do not argue with the client even if you are sure that it was not your fault. Please take pictures of the damages caused for future investigation.
The customer is not satisfied with my job and asks me to clean again
When you have completed your booking, it is important for the client to confirm that you have met their expectations. If the client would like you to clean something again, please never refuse and do not argue. Please keep in mind that you only have one hour more than the original estimate to complete the job. If the client is not at home when you do the cleaning, take pictures before and after the job to provide proof, in case of a complaint.
Reschedule an interview
If the time or date of your meeting with us is not convenient, you can change the timings via the calendar sent to you by email. Alternatively, contact the eMop office by email emopper@emop.world to reschedule or cancel your meeting time.
What documents do I need to apply?
You need to bring the following documents to the office for the interview:
- Passport or a birth certificate (mandatory and cannot be replaced by another document)
- Work permit or residence card (if required)
- NI number
- Proof of address (bank statement, tenancy agreement and etc.)
- Copy of your DBS criminal check if you have completed it within last 6 months. If not, you can do it during or after your interview but you need it for you to be authorised with eMop
- Your self-employer number. If you don’t have it, you can register later
Also, please, upload your documents on our website to save your time at the interview if you haven’t done it yet.
What is the pay rate at eMop?
You will be paid between £8/h and up to £20/h depending upon your experience.
What does Self -Employment mean?
To be self-employed means that you are responsible for your own taxes, time management and finally when and where you decide to work. You need to ensure that you register for self-employment with HMRC via this link. Please note that it is your responsibility, it is important that you register to and is the final step before you can start work with eMop
Сancellation Policy
The eMop platform is designed to be as flexible as possible. We can understand that changes may occur. However, customers should not suffer because of last-minute cancellations by eMoppers. If you cancel a job less than 24 hours before the start time, you will be subject to late cancellation fees. You can find the eMoppers Cancellation Policy in your Service Agreement on the Mobile App.
eMoppers Service Agreement
The eMoppers Service Agreement is the contract that governs the use of the platform for independent cleaners. When you upload your documents on the website you must agree to the terms and conditions within that agreement.
How can I contact eMop?
At eMop our best way of communication is via Text or an email emopper@emop.world. Before reaching out to us, please have a look at our FAQs for eMoppers on the website or in your Mobile App. It’s possible you may find your answer without having to wait for our response.
How are eMoppers matched with customers?
When a customer books a cleaning service on the eMop Platform, their order becomes available for all cleaners who are ‘online’ on their eMop App. As soon as the cleaner accepts the job they are assigned to the booking, please note this is appointed on a first come first serve basis.
What about the eMoppers’ safety?
Cleaners and customers’ safety at work is our priority. Before cleaning we will provide you with the customer’s details, rating and feedback from other cleaners (unless the customer is new). Therefore, you will know what to expect. After the cleaning is completed, the customer’s account is automatically charged online. This avoids you taking cash and getting involved in any potential issues associated with non-payment. You will also have the opportunity to rate your customer after each job. If you feel unsafe at a customer’s home, please exit the property immediately and contact eMop via Telegram.
How long does the application process take?
The process usually takes 1-4 days from the date of the interview. If you would like an update on your application please contact the eMop office via email. emopper@emop.world.
How do I become a cleaner with eMop?
You can apply for the position of as one of our cleaners via our website.
The requirements are the following:
- At least 1 year experience in domestic cleaning;
- Fluent in written and spoken English.
You will be contacted to fix a telephone interview. Please make sure you read eMop rules before the interview.
Please note that you will be required to pay a £20 deposit before joining the platform.
After you have paid the deposit, we will provide you with access to the mobile App where you will pick up all your jobs and we will schedule your first test cleaning job with a client.
About eMop platform
eMop is an online app that connects customers and professional cleaners. eMop acts as a powerful platform arranging fast and high-quality service for the customers, where safety is our priority.
Cleaners work as independent cleaning partners. They access the eMop platform via eMop mobile App where they pick up customers’ orders that have been booked via the eMop website.