1. Service provider
Cleaning services are provided by PERFECT HANDS CLEANING SERVICES, whose Arabic legal name is بيرفكت هاندز لخدمات التنظيف, commercially known as Perfect Hands. Legal form: sole establishment. Licensing authorities: the Abu Dhabi Department of Economic Development and the Abu Dhabi Registration Authority (ADRA). Business address: Abu Dhabi, Al Danah, East 5, Afraa Mohammed Masoud Building, United Arab Emirates. In these terms, the business is referred to as the ‘establishment’, ‘we’ or ‘us’.
Telephone and WhatsApp: 0547936669. The official email address for customer service, complaints and privacy requests is perfecthands.business@gmail.com. Business website: perfecthand.ae.
2. Requesting a service and accepting the terms
The person making a booking must be at least 18 years old and authorised to request the service and allow access to the property. Before submitting the request, they confirm that the information they provide is accurate, agree to these terms and the Cancellation, Changes and Refunds Policy, and acknowledge that they have read the Privacy Policy.
Submitting the website form is a booking request subject to review and availability. It does not confirm the appointment or make a cancellation fee payable. We contact the customer through WhatsApp to review the details and obtain their agreement. The booking becomes confirmed after the customer agrees and we confirm our acceptance and communicate the agreed appointment and details.
If the customer does not respond, the request remains unconfirmed until agreement is completed or we close the request. No cancellation fee is charged for an unconfirmed request. Bookings made through WhatsApp or entered by an employee are subject to the same terms after the customer has been informed of them and has agreed to the service details.
3. Service scope and scheduling
The available service is regular cleaning of homes, apartments, villas and offices on Abu Dhabi Island only, within the agreed tasks and booked time. It does not automatically include specialist cleaning, handling hazardous materials, maintenance work or activities outside the scope of the licensed business.
Services operate from 9:00 AM to 9:00 PM UAE time, with Wednesday as the weekly day off. The service and any approved extensions must finish by 9:00 PM, so the latest possible start time depends on the requested duration. A start time appearing in the form does not guarantee its availability before the request is accepted.
Online booking shows the current day and the following six days, subject to availability, and allows customers to select one to four cleaners. The minimum duration is two hours for one cleaner, or one hour per cleaner when two or more cleaners are selected. Duration is set in half-hour increments, up to a maximum of eight hours per cleaner for each booking, including extensions. The scheduling gap between bookings is taken into account when checking availability.
4. Prices and how charges are calculated
The price is AED 32 per cleaner per hour without cleaning materials, or AED 44 per cleaner per hour with cleaning materials. The basic booking price is calculated by multiplying the number of cleaners by the hours per cleaner and the selected hourly rate. For example, two cleaners for three hours without materials cost AED 192.
The price displayed before submission is based on the customer’s selections. We explain the price, duration and number of cleaners when confirming the booking, and do not add charges or change these elements without explaining the reason and obtaining the necessary agreement. If cleaners’ hours differ because of an approved extension, the invoice is calculated by adding the charges for each cleaner’s approved hours separately.
The establishment is not currently registered for VAT, does not add VAT and does not issue tax invoices. If its registration status changes, the information provided and the invoicing system will be updated in accordance with the applicable rules before the required tax treatment is applied. There are no undisclosed discounts or coupons.
5. Extending or changing a service
Additional hours may be requested before the appointment ends. An extension requires our agreement and the customer’s agreement, the cleaner’s availability, and must not conflict with other bookings or exceed closing time or the maximum duration. Agreement with a cleaner alone does not confirm that an extension is available.
Extensions are agreed in half-hour units, with the cleaners concerned, time and cost specified before approval. An additional half-hour for one cleaner costs AED 16 without materials or AED 22 with materials. Extra time is not charged merely because a cleaner remains at the property without an agreement for additional service.
If the service is reduced, the number of cleaners changes or part of the work cannot be completed, we review the circumstances and cost with the customer before approving or correcting the invoice. Hours recorded in the system are not used to prove that an unperformed service took place or to remove the customer’s right to challenge an invoice error.
6. Materials, equipment and preparing the property
For a service without materials, the customer supplies suitable, safe cleaning materials and equipment for the agreed tasks. For a service with materials, the team brings the basic materials and equipment suitable for regular cleaning. Any special requirement should be explained before the service is confirmed.
Please tell us in advance about delicate surfaces, special instructions and materials that must not be used at the property. Explaining the necessary precaution is sufficient; a medical diagnosis or detailed health information is not required. We may decline to use a material or perform a task if it presents a risk, while informing the customer and suggesting an appropriate solution.
7. Choosing cleaners and substitutions
When automatic assignment is selected, we assign available cleaners while maintaining the agreed number of cleaners, duration and price. If a cleaner selected by name cannot attend, we contact the customer to obtain their agreement to a replacement or arrange another appointment.
A cleaner selected by name is not replaced without the customer’s agreement to the change. If we cannot provide the agreed cleaner and the customer declines the replacement or proposed appointment, the customer may cancel without a cancellation fee. The number of cleaners or price will not be increased, and the duration will not be reduced, without agreement.
8. Access, safety and customer responsibilities
The customer must provide a correct contact number, address and unit number, and provide safe access to the property and the necessary water and electricity, or arrange for an authorised person to do so at the appointment time. The customer does not need to attend personally if an authorised person can receive and guide the team.
Please secure valuables and documents, tell us about fragile or previously damaged items, and keep children and pets away from areas of risk where necessary. These precautions do not release us from responsibility for any established fault or negligence on our part.
Cleaners must be treated respectfully and must not be asked to perform work that is unlawful, dangerous or outside the agreement. If work must stop to protect people or property, we document the reason, contact the customer and settle the amount payable for the work performed according to the facts and the law. The full service price is not charged automatically.
9. Payment, invoices and tips
Payment is due after the service is completed and may be made in cash, by card or by bank transfer through the methods we approve and communicate to the customer. We do not request a card PIN, banking verification code or card security code through booking notes or WhatsApp.
An invoice is issued after reviewing the service performed and its hours. The customer may request a copy and correction of an error. Issuing an invoice does not mean that it has been paid; payment status is recorded after collection is verified. For partial payment, the amount collected and the remaining balance are shown. A transfer screenshot alone is not final proof that funds have arrived before verification.
Tips are entirely optional, separate from the service price and any employment incentive, and allocated in full to the cleaner or cleaners according to the customer’s choice. A tip is not required to receive the service. It does not reduce the invoice balance unless the amount paid has been clearly allocated to settling that invoice.
10. Delays and inability to perform the service
We inform the customer of a significant delay or inability to perform the service when we become aware of it, and propose another time or appointment. No cancellation fee is charged for a change initiated by us, and the customer is not required to accept an alternative appointment they have not agreed to. Any unperformed part of the service and the associated cost are handled under the Refund Policy and the customer’s rights.
Where access is prevented for a reason attributable to the customer, the waiting period and no-show conditions in the Cancellation Policy apply after contact has been attempted and the circumstances documented. The waiting period does not begin before the confirmed appointment time or the team’s arrival, whichever is later.
11. Service quality and complaints
A complaint may be submitted through our WhatsApp number or official email with the booking number, a description of the problem and any available evidence. Reporting within 24 hours is preferred to help investigation and resolution; this is not a deadline after which rights automatically expire. A complaint will not depend on providing photographs that the customer cannot obtain.
We acknowledge receipt of a complaint within two working days and explain the review steps and expected resolution time. Administrative working days are Monday to Friday, excluding UAE public holidays; Saturdays and Sundays do not count towards these periods. If a service shortcoming is established, we address it according to the circumstances and the law, which may include repeating the affected work at no charge, reducing the price, or refunding the amount due in part or in full. We do not impose repeat performance in place of another right provided by law.
12. Damage, loss and liability
Please report damage or loss as soon as it is discovered, describing what happened and providing available evidence. Preserve information or items that may assist verification where possible without putting people or property at risk. We review the report fairly and may request further information relevant to the incident.
We bear the liability required by law for harm caused by our fault, negligence or the actions of persons for whom we are responsible. The assessment takes account of pre-existing damage, ordinary wear and tear, hidden defects and the cause of the damage. These terms do not exclude liability that cannot lawfully be excluded or limited, and do not automatically cap compensation at the booking price.
13. Cancellations, changes and refunds
The Cancellation, Changes and Refunds Policy forms part of these terms and explains free cancellation, late cancellation and no-show fees, and circumstances in which fees are waived. No fees or amounts are payable for reasons that have not been disclosed and agreed, subject to the customer’s rights and mandatory rules.
14. Governing law, language and updates
The relationship is governed by the laws of the United Arab Emirates and the rules applicable in the Emirate of Abu Dhabi. The customer may approach the competent consumer protection authority or courts without being required to waive any right to which they are entitled.
These terms are available in Arabic and English. If their meaning differs, reference is made to the Arabic text to the extent permitted by law, without using a translation difference to diminish the customer’s rights. The effective date and version number are displayed. Changes do not apply retrospectively to a confirmed booking unless permitted by a lawful agreement or required by a binding legal obligation.