FAQ for Clients

  • General

  • How does the eMop platform work?

    eMop is an agent that connects customers with professional cleaners (we call them eMoppers). eMop is a powerful platform that aims to match your cleaning requirements with an eMopper by providing a quick, simple and secure 24/7 booking process which allows you to book a service either in advance or on the same day.

  • What is the difference between eMop and a cleaning agency?

     

    eMop is not a cleaning agency that assigns cleaners to specific orders. eMop is a powerful platform that aims to match your cleaning requirements with an eMopper by providing a quick simple and secure 24/7 booking process which allows you to book your either in advance or on the same day. At the same time, eMop also acts as a 3rd party provider that ensures the quality of services, peace of mind and safety for both customers and cleaners.

  • What about safety?

    Both Clients’ and eMoppers’ safety is eMop’s top priority. Before joining the eMop platform, cleaners must provide eMop with adequate criminal check certificates or apply for one if never done before. Being a 3rd party agent, eMop only cooperates with individuals with no prior criminal records.

     

  • What about the insurance and the guarantee?

    PLEASE BE ADVISED THAT OUR LIABILITY IS LIMITED FOR DAMAGE BY 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.  Our insurance covers any damage or missed items with the cost over £250. Anything below this price will be covered from the cleaner’s payment.

  • What is the Cancellation Policy?

    We believe that time is valuable for everyone, therefore our Cancellation Policy applies to both our clients and eMoppers. When you cancel a job a few hours before the start time or at the last minute, cleaners lose their income and it disrupts their schedule. Your cancellation fees provide compensation to the cleaners. Please read our Cancellation Policy before cancelling a booking.

  • How can I contact the eMop platform?

    We communicate with clients by email or Live Chat to handle the majority of cases. Please provide us with as many details as possible to get a quick response. We normally answer within 24 hours of the request. Should the enquiry be urgent, you will be contacted as soon as possible. We don’t provide phone support as we don’t have a specialized call canter. If you wish to talk by to us by phone, write us in the Chat or by email and we will contact you between 9 am and 5 pm. Our Support Desk will be happy to help you as soon as we receive your request.

  • Who are the cleaners?

    Cleaners are private individuals who have access to the eMop platform and accept cleaning work via the eMop app. Before joining the eMop platform, cleaners must provide eMop with adequate criminal check certificates or apply for one if never done before. Being a 3rd party agent, eMop only cooperates with individuals with no prior criminal records. Cleaners are also trained to follow eMop’s cleaning standards and general rules.

  • How are clients matched with cleaners?

    When you make a booking with eMop, your order becomes available for all cleaners who have access to the eMop platform. Cleaners decide themselves what jobs to accept. Sometimes cleaners may ask for a different times that the ones booked by the client. In this case we contact the client and reschedule the booking so it is suitable for both parties.

  • Can I tip my cleaner?

    Currently, we don’t have any option to tip cleaners in the website. However, you can always give a cash tip after the job is completed if you wish to do so.

  • Working hours

    We operate 24/7 to provide the most convenient cleaning service for you. eMop’s support team is available from 7am to 9 pm via the email and Live Chat features on the webiste.

     

  • Do I need to be at home during the cleaning?

    When you make a booking, you’ll be able to leave comments if you are “not going to be at home”. However, someone should give the cleaner access to the property prior to the cleaning.

    Also, be aware that if you are not at home, it might be difficult to prove that the cleaning didn’t meet your expectations because you had no chance to check the job at the place before the cleaner left your home.

    Please bear in mind that if the cleaner is not able to get inside the property, you may be charged according to our Cancellation Policy.

  • Where can I provide feedback?

    If you would like to give us feedback please email support@emop.world or alternatively use our Facebook page.

     

  • How can I rate a cleaner?

    When a booking is completed, you can rate your cleaner on My Account – > History.

  • What if I have a pet?

    Some cleaners may be allergic to certain pets. That is why we kindly ask you to indicate it while making a booking. If a cleaner finds out about the presence of a pet upon arrival, please keep a pet in a different room to the one where the cleaner is working.

  • 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.

  • Booking

  • How do I make a booking?

    Bookings can only be completed via our website www.emop.co.uk and the payment is made via our secure payment provider. The booking process is very simple and only takes a few minutes to complete. To make a booking, we ask for some personal details (your name, phone number, your address) and your payment information (we accept payment by credit or debit card only). Please be aware that we will only charge you when the cleaning has been completed. However, when you make a booking, we will block out the estimated amount on your card to be sure your payment will be processed. After the cleaning, the final cost is charged to your card details, and the difference between the estimated and factual amount will be reflected as a refund or extra charge on your account.

  • Where can I find the booking ID?

    The Booking/Order ID is a unique number that we use to track clients orders. You will receive your Booking ID in the confirmation email after completing the booking. Please use your Booking ID when you contact the Support Desk.

     

     

  • How can I reschedule a booking?

    If you need to reschedule your booking for whatever reason, you can do it in My Account – and go to the Upcoming booking section, on our website.

    Please be aware that you may be required to pay a fee for late rescheduling. Please see our Cancellation Policy.

  • I need to cancel a booking

    If you need to cancel your booking for whatever reason, you can do it in My Account and go to the ‘Upcoming bookings’ section on our website. Please be aware that you may be required to pay a fee for late cancellation. Please see our Cancellation Policy. When you cancel a job a few hours before the start time or at the last minute, our eMoppers lose their income and it disrupts their schedule. Your cancellation fees cover cleaners’ compensation.

  • What is the minimum duration of the cleaning?

    The minimum duration for one-off cleaning is 3 hours. With subscription, the minimum duration of cleaning is 2 hours. All of the hours are charged by the minute.

  • Why was my booking cancelled?

    Cleaners working with our platform accept bookings themselves. If nobody is available to do your job, the booking is cancelled automatically 3 hours before the start time. In this case, we offer you the chance to make a new booking at another date and time or contact eMop Support Team via email or live chat on our website.

  • Can I book via phone?

    No. We only accept bookings via the eMop website. If you have any problems with our website, please refresh the page and proceed with the booking. If you’re still not successful, please contact the eMop Support Team.

  • I need a cleaner urgently for today

    You can book a service 4 hours in advance. If you need a cleaner to arrive earlier, just indicate that in your ‘comments’ section when making your booking! As soon as you place the booking, your job will become available for all eMop cleaners. When someone accepts your booking, you will receive an email confirmation. Otherwise, the system will automatically cancel the booking 3 hours before the requested start time; you will be sent a notification email. We will not need to refund you as we only take payment after a job is completed. The blocked estimated amount on your card will be released straight away after the booking is cancelled.

  • Can I book the same cleaner again?

    Our system doesn’t offer this option at the moment. However, if you prefer to book a previous cleaner please leave a comment as you book. If the eMopper is available at the day and time requested in your booking, we will ask this person to accept your booking. Should you wish to have regular bookings with a preferred cleaner, please refer to the Cleaning Plans section on our website.

  • The job I booked has not been completed

    When you book the service, our system estimates the duration of the cleaning. However, each property is different. That is why cleaners are asked to work within the estimated time plus one hour. If the cleaner requires more time for the cleaning than the system has estimated plus the one hour, she/he will inform us and you about this. If you do not  want to go ahead with the extra time that the cleaner needs, then you can choose to ask the cleaner to stop, when the estimated time plus one hour ends. In this case, she/he may not be able to complete the cleaning of all of the rooms that you originally booked, which will explain the incomplete service.

  • I would like to book a regular cleaning

    If you wish to book a clean on a regular basis, we offer you More flexible options. Please follow Pricing.

  • I want a female or male cleaner

    Our platform doesn’t allow to choose a gender of the cleaner in order to avoid any discrimination. However, if there is any reason you prefer a female or male cleaner to work in your home, please make a comment about your requirements in the booking. Cleaners can see your comments and pick up your job according to your preferences.

  • 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.

  • Can I book regular services with the same cleaner?

    If you wish to have regular bookings with a preferred cleaner, please leave a comment on the last step of the booking process. In case the cleaner is sick or on holiday, we guarantee a replacement.

  • I would like to limit my booking within a certain time

    If you wish to limit your booking by a certain time, please note that we cannot guarantee that we will be able to clean all spaces indicated in the booking. Please give the cleaner instructions about your requirements.

  • Payments

  • 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.

  • Can I pay for cleaning by cash?

    We accept debit and credit cards only. Cash is not accepted in order to make the process safe and transparent.

  • I would like a receipt

    Your receipt will be provided by email as soon as the job is complete. You can also download the VAT invoice from My Account.

  • 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.

     

     

  • 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.

     

  • Can I change my card details once I have put it into the online system?

    You can update your card details here as well as your other personal details. You have the option to add 3 cards, and make one them primary. The primary card will be used for all your upcoming bookings automatically.

  • 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.

  • I have been charged incorrectly

    We’re very sorry for the confusion, please contact us at support@emop.world, and we will get this problem sorted out ASAP

  • How much does it cost to clean with eMop?

    You can review the pricing here and choose a suitable rate for you.

  • 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 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.

  • When I will receive the bonus which I see in my App?

    The bonus for reaching KPIs is paid once a month at the first week of a new month. The bonus amount will be added to your account and included in your payment.

  • Solving issues with cleaners

  • My cleaner never arrived

    In this case, we will try to arrange a new booking at your convenience. In addition, a compensation will be added to your account automatically for the inconvenience.

  • 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.
  • 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.

  • 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 left something behind

    We highly appreciate your cooperation. If you can still contact the cleaner over the phone, that would be the fastest way to return their things. If not, contact our Support Desk and we’ll sort it out for you.

  • I cannot contact the cleaner

    Cleaners will only receive your contact details 3 hours prior to the booking. If you need to speak to them or discuss anything before, you can leave comments in your booking or contact our Support Desk and we will put you in touch with them directly.

  • 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.

  • 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 lost my keys

    Please note the eMop insurance does not cover the loss of the keys. The cleaner is solely responsible for the loss of the keys. If this inconvenience happens, please report it to eMop’s Support Team as soon as possible in no more than 24 hours after the cleaning.

  • Complaint procedures

  • 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.

  • 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.

     

  • 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.

     

  • 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.

     

  • 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.

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