Category: Complaint procedures

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.

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.

 

Our response time is 24 hours. Resolution time 2-5 days.

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. Any form of damage is limited to the cost of the cleaning.

If you find that something was damaged after the cleaning took place, please report this 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;
• Compensation is limited to the cost of the cleaning

Once we receive the relevant details we will need to get feedback from the cleaner and thereafter our customer support team will advise how to proceed.

 

Our response time is 24 hours. Resolution time  2-5 days.

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 be liable for missing items unless you have credible evidence that the item was taken by the cleaner. Any liability on our part is 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 including the evidence;
• If the value of the item is more than the amount of the cleaning, 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.

NB! The cleaner was the last person in my home or nobody else but the cleaner was here is not considered as evidence.

 

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.