Inform us about the problem within 72 hours and let Mutlubiev quickly resolve!
Product photos, brand/model information; warranty certificate invoice should be included.
You should send details about your damage to our e-mail address.
In line with shared information and details, the cleaning professional who performs the service is interviewed and investigations are initiated.
Within 3 business days, the customer is informed about the situation.
In cases where it is preferred to start the insurance process directly, the registration notice form is filled out and the insurance process is started.
Conditions for the expertise process, determination of the market value of the product and payment of its value are provided.
In the event that the cleaning professional reports a damage to the house during service, the customer is contacted and is expected to provide detailed product information in writing. After this process, repair / supply / delivery process is started.
On the condition that damage which occurred during the course of cleaning service is informed to Mutlubiev by the customer within 72 hours as of the completion of the service, Mutlubiev communicates with the cleaning professional and in the event confirmation on the damage by the cleaning professional is received, Mutlubiev waits for the customer to provide them with detailed information on the damaged goods in written form. Followingly, the process of repair/procurement/delivery commences.
In the event the damage, which had occurred during the course of cleaning service, is informed to Mutlubiev by the customer within 72 hours as of the completion of the service but is not admitted by the cleaning professional, Mutlubiev examines the previous cleaning services provided by such cleaning professional in detail and checks whether there has been any damage record on their profile. In the meantime, Mutlubiev requests a technical report on the timing and means of the damage from the company's specialized team or authorized technical service. In accordance with the outcome of the report, Mutlubiev may initiate the process of repair / procurement / delivery.
Mutlubiev contacts the cleaning professional and learns whether the location of the relevant object/good/furniture has been changed or moved during the cleaning service.
If the cleaning professional does not accept the loss claim, Mutlubiev examines their track record in detail while passivating their account in the Mutlubiev Platform.
In case of existence of verbal statement, Mutlubiev supports the customer during the process of filing a criminal complaint. Mutlubiev shares any required information with the law enforcement agencies.
The customer does not have to wait for the court's verdict to start the insurance process. In the event the customer decides to initiate the insurance procedure directly, information such as insurance company's loss declaration form, documentation demonstrating the fact that cleaning service has been provided by the relevant cleaning professional on the day of loss, video and audio records which are taken legally, and details of the relevant loss, is shared with the insurance company.