General
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.
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.
When a booking is completed, you can rate your cleaner on My Account – > History.
If you would like to give us feedback please email support@emop.world or alternatively use our Facebook page.
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.
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.
Yes, you can tip your cleaner at the end of the job if you are happy with the service.
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.
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.
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.
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.
eMop has public liability insurance however claims can only be submitted for damages that exceed £1500
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
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.
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.
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.