Complaints Policy
How to raise an issue with a clean.
If something's wrong with a clean, tell us and we'll look into it fairly. Email support@mopidol.co.uk with the details and any photos.
Timing
Raise quality complaints within 24 hours of completion. For short-stay turnovers, raise guest-readiness issues as soon as possible — ideally before guest arrival, and normally within 2 hours of the photo report. Once someone else has entered the property after completion, available remedies may be limited unless the issue is clearly attributable to our clean.
How we review
We review against the cleaning checklist, the photo report, access history and timing, the agreed scope, reasonable care and skill, property condition, your instructions and any cleaner notes. We may ask what remedy you're looking for, and we decide the appropriate remedy.
Possible remedies
- a targeted re-clean where practical;
- credit;
- a partial refund;
- a full refund;
- a goodwill gesture; or
- no remedy where the complaint isn't supported or is outside scope.
Refunds and re-cleans are not automatic. Nothing in this policy removes your statutory rights as a consumer.