Something Was Damaged During Cleaning

While our cleaners take great care with your belongings, accidents can occasionally happen. At Servella, all our cleaning services are covered by comprehensive public liability insurance up to £2 million. This guide explains exactly what to do if something is damaged during a clean and how we'll resolve it for you.

Immediate steps to take

As soon as you notice any damage, it's important to document it properly to ensure a smooth claims process:

• Take multiple clear photographs of the damage from different angles
• Include wider shots that show the item's location in the room for context
• If possible, photograph any broken pieces or fragments
• Note the exact item that was damaged (brand, model, approximate age if known)
• Write down when you discovered the damage and any relevant details about the item's condition before the clean
• Keep any damaged items or pieces until the claim is resolved

Reporting timeframe

To ensure your claim can be properly investigated and processed:

• Report damage as soon as possible, ideally on the same day you discover it
• All damage reports must be submitted within 24 hours of the cleaning appointment
• Reports submitted after 24 hours may be more difficult to verify and process
• If you're away when the clean takes place, the 24-hour window starts when you return and have the opportunity to inspect your property

How to submit a damage report

To file a damage report through your Servella account:

• Log in to your Servella account on the website or app
• Go to the "Complaints" section in your dashboard
• Click "Report an Issue"
• Select the booking during which the damage occurred from your recent bookings list
• Enter a clear title describing the damage (e.g., "Broken vase in living room")
• Provide a detailed description including: what was damaged, where it was located, and any other relevant information
• Upload photographs of the damage (you can upload up to 5 photos, maximum 10MB each)
• Submit the report – you'll receive a confirmation that it has been received

What information to include

To help us process your claim quickly, please include as much detail as possible in your report:

• A clear description of the damaged item
• The location in your property where the damage occurred
• The approximate value or replacement cost of the item
• When and where the item was purchased (if known)
• Any receipts or proof of purchase you may have
• Whether the item can be repaired or needs to be replaced

What happens next

Once you've submitted your damage report, our team will handle the process:

• You'll receive confirmation that your report has been received
• Our operations team will review the details and photographs you've provided
• We may contact you if we need any additional information
• We'll speak with the cleaner to understand what happened
• You'll be kept informed throughout the process via email or the Messages section

Resolution and compensation

We're committed to resolving valid damage claims fairly and promptly:

• All our cleaners are covered by public liability insurance up to £2 million
• For valid claims, we'll arrange repair or replacement of the damaged item
• Compensation is based on the current value of the item, taking into account age and condition
• We may ask for proof of purchase or value for higher-value items
• Account credit or refunds may be offered as part of the resolution
• Complex claims may take longer to investigate and resolve

What's covered

Our insurance covers accidental damage caused by our cleaners during the course of their work, including:

• Breakages – knocked over ornaments, dropped items, broken glassware
• Scratches or marks – damage to surfaces, floors, or furniture caused during cleaning
• Spillages – damage from cleaning products or water
• Electrical damage – if a cleaner accidentally damages an appliance

What's not covered

Please note that some situations are not covered by our insurance:

• Pre-existing damage or wear and tear
• Items that were already fragile, unstable, or in poor condition
• Damage to items of extraordinary value that were not declared before the clean
• Damage caused by your own actions or other household members
• Items left in areas the cleaner was not instructed to clean
• Damage discovered more than 24 hours after the clean without valid reason

Protecting valuable items

To prevent damage to your most precious belongings, we recommend:

• Securing or moving valuable, fragile, or irreplaceable items before your clean
• Informing your cleaner of any items that require special care
• Considering separate insurance for high-value items (jewellery, antiques, artwork)
• Letting us know in advance if you have items worth more than £500 in cleaning areas

Need help?

If you have any questions about reporting damage or the claims process, you can contact us through the Messages section in your dashboard. We're here to help and will do our best to resolve any issues quickly and fairly.