1. Scope and request channels
This policy applies to bookings confirmed after the customer’s agreement and our acceptance. Pending website requests that have not been confirmed may be closed without a cancellation fee. Cancellation or appointment-change requests should be sent to WhatsApp 0547936669 with the booking number. The official email address may be used if contact through WhatsApp is unavailable.
The relevant time is when the request reaches the official channel, rather than when an employee reads it, whenever receipt can be verified. Booking and request times are assessed in UAE time. If the channels cannot be used, the customer may telephone us to document the request, and the agreement is confirmed in writing where possible.
2. Free cancellation or appointment changes
Cancellation or a change to the booking date or time is free if the request is received at least six hours before the confirmed appointment starts. A change request does not establish the new appointment until we confirm availability and both parties agree. The customer should clarify whether they wish to keep the original booking if the alternative appointment is unavailable.
3. Late cancellation or appointment-change fee
If a request to cancel a confirmed booking or change its date or start time is received less than six hours before the appointment, an AED 25 fee applies to the affected booking, subject to this policy and to the extent permitted by law. The fee is not charged per cleaner and is not multiplied because the same incident falls under more than one description. It is subject to review if it is disproportionate to the actual damage or cost recognised by law.
The fee relates to the booking that was cancelled or changed and does not represent payment for a service that was not performed. The customer is informed of the reason and amount before payment is requested, and may request a review and provide supporting information. Merely updating a unit number, contact details or cleaners’ names without changing the appointment does not incur an appointment-change fee, unless a separate request arises that falls under this policy.
4. No-show or inability to access the property
If the team arrives but cannot enter the property or reach the customer or an authorised person, we attempt contact and wait 15 minutes from the confirmed appointment time or the team’s arrival, whichever is later. Contact attempts and the reason access was unavailable are documented before the booking is classified as a no-show.
If access remains unavailable for a reason attributable to the customer, the visit may be ended and an AED 25 fee applied to the booking. No separate additional fee is imposed for the same incident. The team leaving before the waiting period ends, or arriving at the wrong address because of an error by us, is not treated as a customer no-show.
5. Changes or cancellations attributable to us
No fee is charged if a cancellation or appointment change is attributable to us, including inability to provide the agreed number of cleaners or a cleaner selected by name when the customer does not accept a replacement. An alternative appointment is offered without a fee, and the customer may decline it and cancel without charges.
If the team is significantly delayed and the proposed appointment no longer suits the customer, a solution is discussed without requiring the customer to accept a change they have not agreed to. Any amount due back for an unperformed service is refunded under the refund provisions.
6. Exceptions and settling fees
We review emergencies or exceptional circumstances and the available evidence, and may waive or reduce a fee. Customers are not asked to send detailed health information or unnecessary documents merely to request a review.
We may request settlement of a fee that is due and has been explained to the customer before accepting a new booking, after allowing a review and correction of any error. This does not create an automatic deduction or unrestricted authorisation to charge the customer’s card. Any amount collected or waiver granted is recorded and explained in the appropriate records.
7. When an amount is refunded
Payment is normally made after the service is performed. However, a refund may arise from a duplicate or excess payment, cancellation of a prepaid service that was not performed, a service shortcoming that entitles the customer to a refund, an approved invoice correction, or another reason provided by law.
The expression ‘non-refundable’ is not used to prevent a refund that is legally due. No cancellation fee is charged when the refund arises from our error or our failure to perform what was agreed.
8. Refund process and timing
The customer provides the booking or invoice number, the reason for the request and any available proof of payment. We acknowledge receipt within two working days and inform the customer of the decision, its reasons and the expected time to complete the review, subject to any shorter mandatory period.
Once entitlement is established and the amount is approved, we initiate the refund within seven working days, using the original payment method where possible and in accordance with the payment provider’s rules. If this is not possible, a safe and appropriate method is agreed with the person entitled to the refund after verifying the recipient’s details.
The time for a refund to appear in an account after it has been initiated varies by bank or payment provider. We provide any available refund evidence and help the customer trace it, without delaying a legal right or mandatory deadline. For complaints and refunds, working days are Monday to Friday, excluding UAE public holidays; Saturdays and Sundays are not counted. This definition applies to administrative follow-up periods. Cleaning appointments remain governed by the confirmed booking and the Terms and Conditions. The time a cancellation request reaches the official channel remains the relevant time even if it arrives on an administrative day off.
9. Objections and customer rights
The customer may ask management to review a fee or refund decision and may approach the competent authorities. Contacting us does not waive the customer’s rights, and the passage of 24 hours alone does not prevent a complaint or claim permitted by law.