Holiday Home Turnover Service Terms & Conditions

1. Introduction

These Terms & Conditions outline the scope of services, responsibilities, and obligations of both Dubai Housekeeping (“the Service Provider”) and the Holiday Home Owner (“the Client”). These Holiday Home Terms & Conditions are supplementary to the general Terms & Conditions available on our website. By engaging our Holiday Home Turnover Services, the Client agrees to the following terms:

2. Scope of Service

The Service Provider offers professional turnover services to ensure a smooth transition between guest check-out and check-in, maintaining high standards of cleanliness and organization. The services include:

• Check-out Inspection: Assessing property condition, reporting lost & found items, and damages or missing items.
• Cleaning & Sanitization: Cleaning and preparation of all areas for new guests.
• Linen Management: Removal of used linen and replacement with fresh linen (either provided by the Client or managed by the Service Provider).
• Consumables Restocking: Replenishment of essential supplies (either provided by the Client or supplied by the Service Provider at an additional cost).
• Waste Removal: Clearing out all unnecessary items left behind by previous guests.
• Stock Management: Monitoring and refilling of Client’s inventory stored in a private closet (if applicable).
• Receiving & Stocking Client Deliveries: The Service Provider may receive deliveries on behalf of the Client, store items securely, and replenish stock as necessary, providing a report to the Client.
• Before & After Service Reporting: Submission of photo documentation and a summary report.
• Periodic Deep Cleaning: Recommended every 3 to 6 months, based on property usage, charged separately.
• Handyman Services: Offered for minor repairs, subject to additional charges.

3. Client Responsibilities

• The Client must provide clear access to the property for the Service Provider’s team.
• The Client must maintain an adequate stock of linen (minimum of 2-3 spare sets) and consumables on-site, unless otherwise arranged.
• The Client is responsible for ensuring that any valuable or fragile items are securely stored or removed before the Service Provider’s team arrives. The Service Provider is not liable for damage to items not properly secured.
• The Client must inform the Service Provider of any specific instructions or preferences regarding the property setup.
• The Client is responsible for complying with Dubai Tourism (DTCM) guidelines, including registration and maintenance of holiday home permits, where applicable.

4. Pricing & Payment Terms

Clients can choose from two payment models:

• Per-Service Package: The Client pays per turnover service based on agreed pricing.
• Imprest Account Model: The Client maintains a prepaid balance of AED 2,000 per property, covering ongoing services. When the balance drops to AED 500, the Client will be notified to reload the account. Unused amounts in the imprest account will be refunded upon account closure.

5. Additional Charges & Special Circumstances

• Extended Cleaning: Additional labor/time due to misuse or unclean conditions beyond standard service scope. Evidence shared with the Client.
• Waiting Time: Delays due to guest or restricted access billed as extra service hours.
• Cancellation Upon Arrival: Cleaner turned away upon arrival is subject to a 100% service fee.
• Unscheduled Requests: Short-notice service requests incur additional charges.
• Linen Laundering: Guests’ personal laundry can be arranged for an extra fee.
• Specialized Cleaning: Upholstery, carpets, or external window cleaning charged separately.
• Damage Repairs: Costs billed to the Client upon approval.
• Lost & Found Management: Return/disposal costs of found items covered by the Client.

6. Service Schedule & Cancellation Policy

• Minimum 24-hour notice required for scheduled services.
• Cancellations within 12 hours charged at 50% of service fee.
• No-show or same-day cancellations charged in full.

7. Company Liability & Limitations

• The Service Provider is not liable for:
• Loss/damage to unsecured items
• Pre-existing damages or deterioration
• Non-compliance with DTCM guidelines
• Accidental damage by staff limited to repair/replacement within agreed terms.

8. Reporting Procedures for Damages

• All damages will be documented and reported to the Client.
• Client must report concerns within 24 hours of service completion.

9. Client Complaints & Service Re-Do Policy

• Complaints accepted via WhatsApp, Email, or Phone.
• Acknowledgement within 24 hours and resolution within 2 business days.
• Service re-do available for issues reported within 24 hours.

10. Data Protection & Privacy

• Client data used for coordination and stored securely.
• Data not shared without consent.
• Photo documentation securely stored and only shared with Client.
• Photos may be used for training or marketing unless opted out in writing.

11. Termination & Refund Policy

• Services can be terminated with 7 days’ written notice.
• Unused imprest balances refunded upon account closure.

12. Force Majeure

• The Service Provider is not liable for failure/delay due to unforeseen events (e.g., natural disasters, strikes, government actions).

13. Governing Law

These Terms & Conditions are governed by the laws of the United Arab Emirates. Disputes will be resolved through arbitration or Dubai courts.