Be aware that you are fully responsible for the client’s keys if you pick up them. In the case of loss of the keys, you will have to reimburse the customer for this loss on your own.
Category: Before the Job
Before the Job
I am lost
Before starting your journey to the client’s home, check the area using an online map. If you are unsure about the location, please contact the client directly to verify the details. Pay attention to the comments on the actual order. Sometimes clients leave the correct address or additional information in the comments section.
Again, If you are going to be late then please contact the customer directly to let them know the situation. It will reduce any negative ratings you may receive from the customer and avoid the late arrival fee.
The job time seems incorrect
If the time doesn’t match the time you have received via the push notification or if displayed incorrectly, then firstly please check the time zone setting on your smartphone. If you are still unsure, contact the eMop via text to clarify the time or contact to the customer to re-confirm the time.
I need to cancel the job
If you need to cancel a job after you accepted it, you can cancel it in your eMop App. Review the section ‘Fees & Compensations’ in your App before cancellation to avoid any unexpected penalty fees.
How can I contact my customer?
Three hours before the booking, you will be able to see the customer’s contact details in your Mobile App. We recommend you send a message to the customer to introduce yourself and to confirm your expected arrival time.
Can I reschedule the accepted job?
Unfortunately, no. However, you can report to the eMop in Text to find out customer’s availability to reschedule the job. If the time of the job cannot be changed and you need to cancel, please review the section ‘Fees & Compensations’ in your App before cancellation to avoid any unexpected penalty fees.
How can I see the job details?
You can find all the details about a job (eg. postcode, address, estimated duration and estimated payment, cleaning items, date and time) in the ‘New Orders’ section when you review a new job on the App.
To ensure customers’ privacy, we disclose their details such as a name and contact phone 3 hours before the start time. That will allow you to plan your route in advance and to contact the customer if needed.
What to do if I am allergic to pets?
When you review an order, you can see the comments if a customer has any pets. If you are allergic to pets, then it’s simple, do not accept the job.
The customer cancelled the order while I was on my way there or just arrived
This may happen sometimes. In this case, you will be paid anyway. We have a Cancellation Policy for customers as well as for cleaners. You will receive the compensation according to the Cancellation Policy. Review the section ‘Fees & Compensations’ to find out the amount of your compensation.
I am running late
If you are running late, for whatever reason, even if it is just a few minutes, please contact the customer immediately and apologise and inform them, about your delay. Please be aware that if you are late by more than 30 mins, you will have a penalty fee for ‘late arrival’. So, plan your route in advance to ensure you arrive on time.