How do I raise a Safety alert during a visit?

A Safety alert tells the Mundoria team that you need urgent attention during a live visit. If you or anyone else is in immediate danger, call 999 first, because Mundoria cannot replace the emergency services.

When can I use a Safety alert?

The option appears on your booking on the day of the visit, once the booking is confirmed. It stays available while your cleaner is on the way and while the clean is in progress. Use it if you feel unsafe, if someone is unwell or has had an accident, or if there is an urgent access or property concern.

How do I raise one?

1. Open the visit from your bookings.
2. Under Need help?, choose Safety alert.
3. If you are in danger, tap Call 999. Otherwise choose Also alert Mundoria.
4. Pick the reason that matches the situation and add an optional private note.
5. Press and hold Hold to send safety alert until the bar fills.

The hold step stops alerts being sent by accident. Your device may ask to share your location, which is optional.

What happens after I send it?

• The Mundoria team is alerted straight away with the booking details and your reason.
• The booking goes on a safety hold, so check-in and completion stay paused until the team clears it.
• Your cleaner is told that an alert was raised, but they never see your private note.
• A team member will respond. Stay somewhere you feel safe while you wait.

Chat with your cleaner stays open during the review, and Mundoria can see that thread. See How do I message my cleaner? for how chat works.

What if I raised it by mistake?

Choose I raised this by mistake within 15 minutes of sending the alert. The team is told, but the booking stays on hold until Mundoria clears it.

When should I not use it?

A Safety alert is for safety only. It is not the way to report lateness, missed areas or breakage. For those, use Report issue on the same booking instead:

• Lateness or a missed visit: What if my cleaner is late or doesn't turn up?
• Cleaning quality: What can I do if I'm not happy with my clean?
• Damage or missing items: How do I report damage or a missing item?

If a safety concern comes up outside a live visit, contact the team from the Contact us page and explain what happened. Where something may be criminal, contact the police as well.

More answers are in the Safety & Trust FAQ.