Safety & Trust

Mundoria puts a structured process around who can take bookings, how payments are handled and what information sits behind each booking. Before a professional can take bookings, Mundoria checks their identity and right to work, reviews a Basic DBS certificate, looks at their experience, holds an interview with them and requires at least £1 million of Public Liability insurance. Payments are handled through the platform using Stripe rather than through private arrangements between customers and cleaners. No vetting process removes every risk. What we can do is put sensible checks, clear processes and a route for reporting concerns around the booking, so you are not simply inviting an unknown person into your home with nothing behind them.

Before a cleaning professional can take bookings through Mundoria, we check: • identity • right to work in the UK • a Basic DBS certificate • relevant cleaning experience • Public Liability insurance of at least £1 million, including the expiry date • UTR details where relevant for self-employment Each professional also has an interview with the Mundoria team before approval. The purpose is straightforward. We want to know who the person is, whether they can legally work, whether they have the experience they claim and whether they are suited to the bookings they want to accept. Insurance is tracked after approval too: lapsed cover removes a professional from matching until it is renewed.

Yes. A Basic DBS check is part of Mundoria's onboarding, and a cleaning professional's profile is not fully activated until their DBS certificate has been reviewed. It sits alongside identity, right-to-work, experience and insurance checks. A DBS certificate on its own does not prove that someone is risk-free, which is why it is one part of a wider approval process. Some settings, such as schools, may have their own safeguarding requirements. Tell us about those before the booking so they can be considered.

Yes. Mundoria requires every professional approved to take bookings to hold at least £1 million of Public Liability insurance suitable for the work they accept. The certificate, the amount of cover and the expiry date are checked during onboarding. Anyone whose cover expires is removed from matching until they upload a renewed certificate, so you do not need to investigate it yourself each time you book. Public Liability insurance is a minimum standard, not a promise that every incident is covered. Whether a particular claim is covered depends on the policy wording, its exclusions and what actually happened.

Protection starts before the clean happens. Cleaning professionals go through identity and right-to-work checks, a Basic DBS check, an experience review and an interview with the Mundoria team before they can take bookings. Every approved professional must hold at least £1 million of Public Liability insurance, and anyone whose cover expires is removed from matching until it is renewed. Payments go through the platform using Stripe rather than private arrangements, so every booking has a clear record. Matching considers experience, reliability and location as well as availability. If something goes wrong, you can report it through Mundoria and it is reviewed on its facts. No platform can honestly promise that nothing will ever go wrong, and insurance does not cover every kind of loss. What we can promise is a real process around the booking if something does.

Payments are processed through Stripe. That means the card transaction is handled through Stripe's payment infrastructure rather than customers being asked to send card details or arrange private transfers with cleaning professionals. Customers should always pay through the official Mundoria payment journey. Keeping payment on the platform also means there is a clearer record of the booking and the amount connected to it.

The cleaner receives the information needed to carry out the booking. That can include your name, the property address, access instructions, the service booked, expected duration, relevant preferences and any notes that affect how the clean should be completed. They do not receive your full payment card details. Payment stays on the Mundoria platform through Stripe. For more detail on how personal data is handled, see Mundoria's Privacy Policy.

Mundoria collects and uses personal information to arrange bookings, process payments, communicate with you and support the service. Information is shared with a cleaning professional only where it is relevant to the booking. Payment card details are handled by Stripe. Mundoria does not store full card numbers. Full details are set out in Mundoria's Privacy Policy.

We recommend putting valuables, cash, important documents, medication and particularly sentimental items somewhere secure before the clean. That is sensible practice whenever someone is working in your home. It also protects both sides from unnecessary uncertainty if something later cannot be found. You do not need to empty the house. Just secure the things you would normally prefer not to leave unattended.

That is your choice. Some customers prefer to stay home while cleaning takes place. Others provide secure access and leave the professional to complete the booking while they are out. If you decide not to be there, make sure access instructions are clear and valuables or sensitive belongings are stored appropriately. Mundoria's onboarding process is there to provide more information and due diligence around professionals, but the final decision about whether you are comfortable leaving the property remains yours.

A Safety alert is how you tell Mundoria you need urgent attention during a live visit. It is available on the day of the booking and while the cleaner is en route or the session is in progress. It is not the same as reporting a cleaning-quality issue, asking to cancel, or calling the police. Use Safety alert when you feel unsafe, there has been an accident, or something about access or the property needs Mundoria's immediate ops review.

Yes, if you or someone else is in immediate danger. Mundoria is not an emergency service and cannot replace the police, ambulance or fire brigade. Call 999 first when needed, then use Safety alert so Mundoria can support the booking and both parties. If you are already safe and the issue is not an emergency, you can alert Mundoria without calling 999.

Mundoria ops is paged with the booking details and your reason. The booking is placed on a safety hold so check-in and completion cannot quietly continue. The other party is told that an alert was raised, but they do not see your private note. Stay somewhere you feel safe. A team member will respond. If you raised the alert by mistake, you can withdraw it within 15 minutes. Ops still need to clear the hold before the booking can continue.

If it is happening during a booking and you feel unsafe, prioritise your immediate safety first, leave if you can, and call 999 if you are in danger. Then use Safety alert on the booking so Mundoria can review the case. Outside a live visit, contact Mundoria support and explain what happened. Safety concerns should not be treated like ordinary service feedback.

During a live visit, use Safety alert if you feel unsafe. Otherwise contact Mundoria and provide as much relevant information as you reasonably can about what happened. That may include the booking, the behaviour you experienced, when it happened and any supporting information that helps us understand the situation. The matter should then be reviewed separately from an ordinary cleaning-quality complaint. If the issue involves immediate danger or potentially criminal behaviour, also contact the appropriate emergency or law-enforcement service.

It depends on what happened. If the professional accidentally misunderstood a preference, that may be something that can be reviewed and corrected. If they entered a room you had clearly marked as off-limits, used a product you had specifically said not to use or ignored another important instruction, tell Mundoria. The booking information can then be reviewed alongside what happened. Where appropriate, the issue may affect future matching, the professional's standing on the platform or how the complaint is handled. Customers should be able to expect that clear instructions attached to the booking are taken seriously.