Please notify the customer and support@hux.com as soon as possible. Include pictures of the damage as well as an explanation for how the damage occurred. We will follow up with the customer to resolve the issue with them directly.
All appointments on the platform are covered by our insurance. Specifically, all items listed on the checklist for the service you are performing. There are exceptions to what damages are covered including the following:
- Damage claims are only reimbursed if we determine that the you, the service provider, caused the damage due to overt negligence that would not have been caused by another service company. For example, if a sink faucet is already broken/ loose and during normal use, it comes off completely, this would not be covered because the service provider was not negligent in their use of the item and the damage was likely to occur if another service company performed a service.
- We do not cover damage for customer requests that are outside of the scope of the service details found in your receipt. For example, if a customer book a house cleaning and asks you to remove a stain on the carpet and you damage the carpet, we would not proceed with a claim because carpet cleaning was not included in the appointment. This also applies to 'extra' services a customer asks you to complete that are not added to the booking. That is why it's best for all extra services to be added to the appointment once the customer makes a request.
- We do not proceed with damage claims if the price of the item cannot be determined. This includes items of sentimental value, antiques, etc.
You will be notified via email once the damage claim is resolved.
Note: Damage claims can take weeks to resolve. It's important to cooperate with us and be responsive to our emails and phone calls during this time.