Problems During or After a Clean

Tell Mundoria as soon as possible. Explain what you expected, what happened and which areas you believe were not completed properly. The aim is to understand the problem rather than immediately assume either side is right or wrong. The booking details, time available, instructions and service booked can all help us review what happened. If the issue is clear, Mundoria can then decide the appropriate next step under the complaints and service-resolution policy.

Let us know. If an area was part of the agreed scope but was missed, tell Mundoria which area it was and provide a photo where that helps. Sometimes there may be a straightforward explanation, such as an access problem or the booked time running out. Other times it may simply have been overlooked. Either way, the issue should be reviewed rather than ignored.

The cleaner should focus on the priorities within the time booked. If there is more work than can reasonably be completed, it is better to finish the most important areas properly than rush through everything. That is why accurate booking information and clear priorities matter. If the home repeatedly needs more time than originally estimated, the booking duration should be reviewed for future visits.

The cleaner can work through the most important areas within the time available. If they have more availability that day, additional time may sometimes be added once the extra cost is agreed. If not, the remaining work may need to be left for another booking. For future cleans, the estimated duration can be adjusted so the same problem does not keep happening.

You are charged for the cleaning time you booked and confirmed, even if the cleaner finishes sooner. If the home regularly needs less time than estimated, reduce the hours on future bookings so the price better matches the work. It is better to adjust the schedule than to keep repeating an estimate that no longer fits.

Yes. You may not notice something until after the professional has gone. If there is an issue, report it to Mundoria as soon as reasonably possible and explain what happened. The sooner the issue is reported, the easier it is to review the booking while the details are still clear.

Where photos help explain the issue, yes. For example, if an area was missed, something was damaged or the condition of a surface is part of the complaint, photos can make it easier to understand what happened. You should not feel you need to photograph your entire home. Only provide what is relevant to the issue you are reporting.

Report it to Mundoria as soon as possible, with your booking reference, what was affected and photographs where useful. Where it is safe to, leave the damaged item as it is until it has been reviewed. Mundoria reviews the booking with the cleaning professional and handles the issue through the dispute and insurance process. Compensation is not automatic. Professionals must hold at least £1 million of Public Liability insurance, but the outcome depends on what happened, the evidence and the policy terms.

First, check the surrounding area in case the item was moved temporarily during cleaning. If you still cannot locate it and believe it may be connected to the booking, contact Mundoria promptly. Provide clear information about the item, where it was last seen and why you believe the issue may relate to the clean. Mundoria will review the matter through the appropriate support process. Where criminal behaviour is suspected, you should also contact the police.

Accidents can happen. If something is broken during the clean, the professional should report it rather than hide it. You should also contact Mundoria if you discover the damage afterwards. Mundoria will review the booking and circumstances through the dispute process. Any compensation depends on what happened, the evidence available and the professional's insurance.

Tell Mundoria promptly and provide relevant information and photographs. We will review what was damaged, how it happened and whether the item or surface was being cleaned as part of the booking. The issue is then handled through Mundoria's dispute and insurance process. There is no automatic payout for every report. Each case is reviewed on its facts.

Not automatically. Mundoria requires professionals to hold at least £1 million of Public Liability insurance, but each report is reviewed on its facts: what happened, the evidence, the professional's account and the policy terms. Report damage through Mundoria as soon as possible so the case can be assessed properly. We do not promise that every reported item will be paid for regardless of the circumstances, and your statutory consumer rights are not affected.

Every professional approved for bookings must hold at least £1 million of Public Liability insurance suitable for the service booked. Whether damage to a particular item is covered depends on the policy's terms, its exclusions and what happened. Public Liability does not automatically cover every item, damage caused by a treatment you asked for, lost keys or work you are unhappy with. Report damage to Mundoria promptly so the booking can be reviewed and the next steps explained.

No. Some stains can be improved or removed through normal cleaning. Others may have permanently affected the material or surface. The result can depend on what caused the stain, how long it has been there, the surface involved and whether previous products have already been used on it. We would rather set realistic expectations than promise a perfect result that ordinary cleaning cannot guarantee.

Not necessarily. Cleaning can remove dirt and some types of staining, but it cannot reverse physical damage. Scratches, burns, permanent discolouration, worn finishes, damaged grout, deeply set stains or other material damage may remain even after the surface has been cleaned thoroughly. If something is damaged rather than dirty, cleaning may not change it.

Yes, in certain circumstances. Cleaning professionals should not be expected to continue working in conditions that are unsafe, seriously unhygienic or outside Mundoria's service scope. That may include serious biohazards, aggressive behaviour, dangerous animals, unsafe structures, severe pest activity or other risks the professional was not told about beforehand. This is about safety, not judging the condition of someone's home.

The professional may stop or refuse the clean. If a situation presents a genuine risk to health or safety, the cleaner should not be expected to continue simply because the booking has already started. Mundoria will review the circumstances and explain what happens to the booking and payment. Where possible, tell us about unusual conditions before the booking so the job can be assessed properly.

Major mould is outside Mundoria's current cleaning scope. A small amount of ordinary surface mould in a bathroom may sometimes be treated during normal cleaning where appropriate. Significant mould growth is different. It can be connected to damp, leaks, ventilation or building problems and may require specialist remediation rather than ordinary cleaning. In those situations, the professional should not attempt work they are not trained or equipped to carry out.

If there is a serious pest problem, the cleaner may not be able to continue. Pest infestations can create hygiene and safety risks and may need to be dealt with by a pest-control professional before normal cleaning takes place. If you already know there is an active infestation, tell Mundoria before booking. That allows us to avoid sending someone into a situation that sits outside the service.

Biohazard cleaning is outside Mundoria's current service scope. That includes situations involving hazardous bodily fluids, dangerous contamination or other materials requiring specialist protective equipment, handling and disposal procedures. A specialist biohazard-cleaning provider should be used instead. Cleaning professionals should not be expected to take on that kind of work as part of an ordinary home or workspace clean.

As soon as you reasonably can, and ideally within 48 hours of the clean. The sooner Mundoria hears about an issue, the easier it is to review while the details are still fresh. For cleaning-quality concerns, damage or missing items, report them promptly through Mundoria support. For immediate safety concerns, report them straight away once you are in a safe position.