1.0 General Terms & Conditions:
1.1 Introduction and Binding Agreement:
Upon accessing Dubaihousekeeping.com, or any of our channels to hire our service, you enter into a legally binding agreement governed by these Terms and Conditions. These terms establish the relationship between you (referred to as “client” or “user”) and Grace Quest Cleaning Services (“Dubai Housekeeping™”).
1.2 Use of Website and Content:
The use of our website, App of any other channel, is subject to these terms. The content provided serves as guidance and may be subject to periodic changes without prior notice. It is advisable to review these terms regularly before booking any services to stay informed about the current requirements.
1.3 Modification of Terms and Conditions:
Dubai Housekeeping reserves the right to modify or update these terms without prior notice. It is your responsibility to review these terms regularly to ensure you understand the current requirements.
1.4 Use of Cookies and Personal Information:
Our website utilizes cookies to enhance your browsing experience. Your consent to cookies allows us to store certain personal information to improve our services. For detailed information, please refer to our Privacy Policy.
1.5 Prohibited Actions and Content Usage:
Your usage of our website should refrain from any malicious activities. Adherence to these terms is crucial, avoiding engagement in activities deemed fraudulent, indecent, or unlawful.
1.6 Ownership and Copyright:
All content available on our website is the exclusive property of Dubai Housekeeping and is protected by copyright laws. Unauthorized reproduction or use of any content is strictly prohibited.
1.7 External Links Disclaimer:
While our website may contain links to external sites or third-party service providers, these entities are independent and not affiliated with Dubai Housekeeping. Your access and use of these links are at your discretion, and we hold no responsibility for their content or accuracy.
2.0 Booking & Cancellation:
2.1 Contact Information and Working Hours:
To facilitate bookings, our contact details are provided, including office, mobile, and WhatsApp helpline. Our working hours are from Monday to Saturday, 8:00 AM to 6:00 PM.
- Office: +971 4 263 1976 Mobile: 050 196 7178 (Calls only)
- WhatsApp Helpline: +971 54 350 2510 (No Calls)
- Email: office@dubaihousekeeping.com
2.2 Service Booking and Conditions:
Our service is booked and paid based on service hired, not specific tasks or their completion. To ensure efficient service delivery, DEWA connection must be active, providing access to water, electricity, and functional air conditioning.
2.3 Service Amendments and Site Conditions:
Initial quotations may be subject to adjustment if the client’s original requirements differ from the site conditions upon crew arrival or if service requirements change.
2.4 Estimated Service Duration and Variations:
Our customer service advisors provide estimated service durations based on a basic description of the client’s property. Actual service durations may vary based on practical needs.
2.5 Outdoor Work and Access Requirements:
Engagement in outdoor work is subject to acceptable environmental conditions at the client’s property. Clients are required to provide access to inaccessible parts for efficient service delivery.
2.6 Service Location and Transportation:
Our crew exclusively operates at the booked location and cannot be transferred without prior permission from Dubai Housekeeping. Transportation fees apply for key collection outside the local area.
2.7 Client’s Responsibilities and Equipment:
Clients are responsible for providing a task list and necessary cleaning materials unless arrangements have been made with Dubai Housekeeping. All client-provided equipment must be safe and in working order.
2.8 Cancellation Policy and Charges:
We value your time and efforts in notifying us about any changes to scheduled services since we turn away other clients to reserve time for your cleaning. Our cancellation policy entails:
– Clients can reschedule or cancel a cleaning visit by providing at least 24 hours’ notice, without any extra charge.
– A 50% service fee charge is applicable for cancellations or changes made with less than 24 hours’ notice.
– Cleaner turned away, for any reason – on arrival at client premise – is subject to a 100% service fee charge.
2.9 Deals and Offers:
– Only one deal or offer can be availed per service.
– The Same Maid Offer is available with the My Maid Plan.
2.10 Termination of Recurring Service – My Maid Plan:
– Clients can terminate the cleaning service by providing a 30-day advanced notice in writing or via email.
– Temporary holiday suspension of service requires a 2-week notice, while cancellation necessitates a 1-month notice or payment in lieu of.
2.11 Client’s Specific Instructions:
– Clients are encouraged to provide specific instructions or objections to our standard cleaning procedures to ensure their expectations are met.
2.12 Protection of Valuables:
– It is the client’s responsibility to take reasonable precautions to safeguard their valuables during our staff’s presence at their premises.
2.13 Special Treatment Items:
– Clothes which require special treatment must be excluded from those given for laundry & Ironing service. Service provider not to be held responsible for damage to such article, in case they were not separated as per client preferences.
2.14 Client Communication:
– Prompt reporting of poor service, breakages, or theft within 24 hours is required for appropriate action.
– Dubai Housekeeping may require client presence for inspection purposes.
Additional Terms for My Maid Offer:
2.15 Service Terms:
– The Same Maid Offer is available exclusively with the My Maid Plan, applicable for recurring services.
– If the benefits are withdrawn due to consecutive Locked Out situation or specific instances as per clause 2.10, they are subject to exclusion.
2.16 Payment and Termination:
– My Maid Plan fees are paid in advance as per offer conditions.
– Termination of the My Maid Plan requires a 30-day advanced notice in writing or via email.
– Temporary holiday suspension of service requires a 2-week notice, while cancellation necessitates a 1-month notice or payment in lieu of.
2.17 Client’s Responsibilities and Guidelines:
– Clients are encouraged to communicate any objections to our standard procedures or specific attention requirements.
– Valuables and properties must be protected during our staff’s presence, and the client must ensure their safety.
2.18 No Show and Lock-Out Policy:
– Charges apply for no-shows or instances where cleaners are turned away, no one is available to provide access, or issues with keys arise.
– Service is considered initiated after 30 minutes from crew arrival, regardless of the client’s presence, and payment must be made accordingly.
2.19 Service Accountability and Reporting:
– Please report any poor service, breakages, or theft within 24 hours of your service appointment. This allows us to take appropriate action. Kindly communicate any concerns directly to us first for a swift resolution. While we welcome constructive criticism, please note that UAE laws promote respectful online review.
3.0 Health Policy:
3.1 Prioritizing Health and Safety:
Our Commitment:
At Dubai Housekeeping, the health and safety of both our esteemed team members and valued clients are of paramount importance. We adhere to all relevant health regulations and guidelines issued by authorities to ensure a safe working environment for everyone involved in our services.
Regular Monitoring and Compliance:
We conduct regular health monitoring measures for our team members, including temperature checks and symptom screenings, in adherence to the prescribed guidelines. This proactive approach ensures that only healthy individuals engage in our services.
3.2 Protocol for Potential Exposure:
Response to Unwell Contacts:
In the event that any team member comes into contact with an unwell person (not exclusively limited to Covid-19 cases), we initiate a series of structured steps:
– Immediate support and guidance are offered to the team members.
– Ensuring adherence to proper medical procedures as prescribed by regulations.
– Clear explanation and communication of the company’s policy regarding exposure and any necessary quarantine procedures.
– A comprehensive risk assessment is conducted to ascertain any potential impact on service delivery.
– Transparent communication is maintained with potentially exposed clients, prioritizing openness and trust.
Support and Reintegration:
We provide continued support to affected team members until they are cleared to safely resume work, ensuring their well-being throughout the process.
3.3 Client Communication and Cooperation:
Client Obligations:
Clients are kindly requested to promptly inform us if they or any close family members experience symptoms or test positive for any infectious disease (not limited to Covid-19). This open communication is essential to ensure the safety of our team members and other clients.
Sanitization Protocols:
In the case of a confirmed illness within a client’s premises, our services will only resume after thorough sanitization of the property by approved experts. This precautionary measure is undertaken to safeguard the health of all individuals involved.
3.4 Continuous Improvement and Transparency:
Commitment to Best Practices:
We are dedicated to continuous review and enhancement of our health and safety protocols based on the latest guidance and best practices. This commitment is an ongoing process aimed at fostering a safe and secure environment for both our team members and esteemed clients.
Transparent Communication:
We prioritize transparent and open communication with both our team and clients regarding any health concerns or developments. This approach ensures a shared understanding and collaborative effort in maintaining a healthy and safe work environment.
4.0 Non-Solicitation Policy:
4.1 Upholding Professional Integrity:
Post-Termination Restrictions:
Upon the termination of services, clients are expected to adhere to specific restrictions to maintain professional integrity. Without the prior written consent of the Dubai Housekeeping manager, clients shall not directly or indirectly solicit, divert, or hire away any person currently or in past, employed by Dubai Housekeeping. In the event of such a breach, Dubai Housekeeping reserves the right to initiate legal proceedings in UAE courts against the client.
Restrictions and Referral Fee:
Should a client wish to engage the services of any former or current housekeeper post-termination of Dubai Housekeeping services, adherence to the payment of the stipulated referral fee of AED 5000/- is mandatory. This condition applies to preserve the professional relationships established during the term of the agreement.
4.2 Protection of Professional Relationships:
Preserving Professional Relationships:
By engaging in services provided by Dubai Housekeeping, clients agree to maintain the integrity of the professional relationships established during the term of the agreement. This clause safeguards the interests of both Dubai Housekeeping and its employees.
Avoidance of Direct Solicitation:
Clients are expected to abstain from directly or indirectly enticing or engaging employees of Dubai Housekeeping for employment or services outside the scope of their association with Dubai Housekeeping.
5.0 Payment Policy:
5.1 Modes of Payment:
Accepted Payment Methods:
Clients have the flexibility to choose from multiple payment methods. Payment can be made by cash, cheque, direct deposit to our designated bank account, or online transfer. In the case of card payments, clients can utilize secure third-party platforms for seamless transactions. It’s important to note that additional service convenience fees may apply for certain payment modes, akin to delivery charges by third-party service providers.
5.2 Service Payment Guidelines:
Payment Timelines and Methods:
– For On-Call services, clients are required to settle the payment either prior to or at the completion of the service.
– My Maid Plan fees are payable by the client in advance, upon receipt of the invoice in accordance with the agreement terms.
5.3 Payment Schedule and Suspension:
– Timely payment is crucial to maintain continuous service provision. Failure to settle the invoice by the stipulated date may result in the suspension of services without further notice.
– We reserve the right to suspend services if the invoice remains unsettled by the specified deadline.
5.4 Additional Charges and Tax:
Applicable Taxes and Charges:
– Clients are advised that VAT or any other applicable taxes shall be added to the service charge in accordance with local governing laws.
– Additional charges, such as those incurred due to service provision beyond standard working hours or on public holidays, may be applicable based on location and timing. Transport charges may also apply in certain cases.
6.0 Client Satisfaction, Refund & Claim Policy:
6.1 Client Satisfaction and Complaint Resolution:
Client Communication:
– Client satisfaction is a priority for Dubai Housekeeping. Clients are encouraged to communicate any dissatisfaction within 24 hours of service completion via email to office@dubaihousekeeping.com. This allows us to promptly address any concerns raised.
Investigation and Resolution:
– Upon receiving a service-related complaint, thorough investigations are conducted. Every effort is made to resolve the issue to the client’s satisfaction.
– The liability of the company is limited to the value of the services provided in cases where a resolution is reached.
6.2 Credit Refund:
– Non-Execution of Service: If a client has made an online or app booking and, for any reason, the service cannot be executed, a full refund will be provided.
– Recurring Service Cancellation: If the client needs to cancel the service and has informed us beforehand, a refund for remaining unused services will be issued, subject to our Service Termination policy.
– Refunds will not be considered once the cleaning service has been completed.
6.3 Damages and Liability Coverage:
Coverage for Damages:
– The company may cover damages or issues arising due to team negligence or service delivery up to a maximum value of 100% of the Job Price.
– However, the company holds no liability for damages resulting from misinformation provided by the client.
Claim Reporting and Timeframe:
– Clients must report any damage or loss related to the service within 24 hours of completion. Failure to do so may impact the eligibility for refunds or retouch cleanings.
6.4 Claim Process and Documentation:
Claim Submission Requirements:
– Clients seeking compensation for damages are required to submit specific documentation for review. This includes a service contract, invoices for damaged items, photographs or evidence of damage, and client ID copies for the claim process.
– Additional requirements raised by the company or insurance provider must also be fulfilled for a complete assessment.
6.5 Types of Claims and Resolution:
Type A Claim:
– Once the claim is established, the liability of the company is limited to the value of the services provided. Approved claims will be added to the client’s credit for future services.
Type B Claim (Insurance Claim):
– For claims under public liability insurance (TPL), the affected item’s value must exceed AED 5000. The submission of necessary documents for insurance company review is mandatory.
– The company will support the client throughout the insurance claim process, provided the necessary documents are provided by the client.
– For claims covered under our public liability insurance, there exists a deductible amount of AED 5000. This deductible amount serves as the minimum threshold for claim eligibility, ensuring that claims must exceed AED 5000 to be considered under this policy.
6.6 Conditions and Exclusions:
Exclusions from Liability:
– Certain items, such as cash, one-of-a-kind items, sentimental valuables, and electronics, may be excluded from liability coverage in specific claim instances.
– If the client does not furnish the necessary documentation for an insurance claim within one week from the incident date, it signifies the client’s choice to cease pursuing the claim further.
7.0 Liability Policy:
7.1 Scope of Liability:
Task Limitations:
– Our liability extends to tasks explicitly outlined in the task list or specific instructions provided by the client. Tasks beyond this scope are not covered under our liability policy.
Equipment and Conditions:
– Liability is limited concerning the completion of tasks reliant on suitable cleaning tools and equipment in full working order, electricity, and water availability at the client’s premises.
7.2 Exclusions from Liability:
Excluded Circumstances:
– Dubai Housekeeping is not liable for the completion of tasks that are not explicitly stated on our task list or absent specific client instructions.
– Wear, discoloration, or the visibility of marks on floors or tiles after dirt removal, and the inability to remove old or permanent stains not manageable via standard cleaning methods or provided tools fall outside our liability coverage.
– Damages arising from faulty or malfunctioning client-provided equipment or any untoward incident due to third-party entry during the cleaning process are not within our liability scope.
7.3 Client Responsibility and Instructions:
Client’s Duty of Care:
– Clients are encouraged to provide specific instructions or objects to our standard cleaning procedures if necessary. It’s the client’s responsibility to take reasonable precautions to safeguard their valuables and properties during our staff’s presence on their premises.
– Sensitive clothing items are not for our flat ironing service; kindly utilize Steamer Ironing Service for specialized care. Claims regarding damaged sensitive items in the flat ironing service will not be entertained.
– The client is responsible for ensuring a safe working environment for our staff and must avoid exposing them to unreasonable dangers.
7.4 Incident Reporting and Resolution:
Client Communication and Liability Claims:
– Clients must promptly report any dissatisfaction, breakage, or damages within 24 hours of service completion to initiate the liability claim process.
– Failure to report incidents within the stipulated time frame will impact the eligibility for refunds, retouch cleanings, or liability claims.
7.5 Missing Items Policy
- Client Responsibility: We advise our clients to secure and store any valuable or personal items before our cleaning crew’s arrival. This precautionary measure ensures the safety of your belongings.
- Reporting Missing Items: In the event of a missing item, clients are kindly requested to report it immediately following the cleaning session. The report should include a detailed description of the missing item and the last known location or sighting.
- Investigation Procedure: We will conduct a thorough investigation upon receiving a report of a missing item. We commit to cooperating with any external investigations and may also conduct an internal inquiry to address the issue promptly.
- Limited Liability: Our company’s liability is limited to the cost of the cleaning service provided. We cannot be held responsible for missing items unless irrefutable evidence of theft by our cleaning crew is presented.
- Client Indemnity: By availing themselves of our services, clients agree to indemnify and hold Dubai Housekeeping, and its directors, officers, and employees, harmless from any claims, losses, or damages related to missing items unless proven as theft by our cleaning crew.
- Legal Disclaimer: This policy is governed by the laws of the Emirate of Dubai . Any legal disputes arising from missing items will be resolved through arbitration or mediation in accordance with the laws of our jurisdiction.
7.5 Inspection and Client Presence:
Supervision and Inspection Protocol:
– Dubai Housekeeping may require the presence of the client or their representative at the commencement and conclusion of a cleaning session for inspection purposes.
– Our company reserves the right not to return a cleaner more than once, emphasizing the importance of thorough inspections during service delivery.
7.6 Legal Recourse and Governing Laws:
Legal Implications and Jurisdiction:
– Disputes or claims arising from service-related incidents are governed by Dubai laws. By agreeing to these terms, clients submit to the exclusive jurisdiction of relevant Dubai courts.
– Severability
All rights and restrictions contained in this Agreement may be exercised and shall be applicable and binding only to the extent that they do not violate any applicable laws and are intended to be limited to the extent necessary so that they will not render this Agreement illegal, invalid or unenforceable. If any provision or portion of any provision of this Agreement shall be held to be illegal, invalid or unenforceable by a court of competent jurisdiction, it is the intention of the parties that the remaining provisions or portions thereof shall constitute their agreement with respect to the subject matter hereof, and all such remaining provisions or portions thereof shall remain in full force and effect.
8.0 Quality Policy:
8.1 Client-Centric Approach:
Customized Cleaning Plans:
– At Dubai Housekeeping, we prioritize your satisfaction. Our professional maids adhere to customized cleaning plans designed to meet your specific needs and preferences.
– Should any area not meet your expectations, our staff will revisit and address it. Simply notify us within 24 hours to avail this benefit.
Staff Training and Skill Enhancement:
– Our team undergoes comprehensive training aligned with their roles and responsibilities. Regular retraining sessions ensure their skills remain up-to-date, enabling them to deliver dependable and efficient service.
Quality Assurance / Quality Control Program
We conduct random quality inspections on a regular basis to review the quality of our crew members’ work while they are on duty.
Here are the 4 methods we use in maintaining the quality checks:
- Unannounced Visit – To ensure cleaners are properly uniformed and perform their duties thoroughly and completely.
- On-Site Inspection – A walk-thru with the cleaner and/or the client during regular business hours.
- Follow-up – A brief telephone call by our customer service agents after your session has been completed.
- Feedback request – We will send you email / WhatsApp / SMS after the service including the link where you can make your remarks about the work.
8.2 Client Rights and Recourse:
Client Rights and Grievance Redressal:
– Clients have certain rights in case of service dissatisfaction. These rights encompass the ability to complain within 24 hours of service completion.
– We facilitate a course of action to address grievances in consultation with the concerned client.
Escalation and Refund Process:
– If a resolution provided by our managerial level does not satisfy the client, they have the right to escalate the issue further.
– Clients can also request a refund in adherence to our Refund & Claim policy, following established procedures outlined in our terms and conditions.
8.3 Client Communication and Company Guidelines:
Open Communication and Continuous Improvement:
– Dubai Housekeeping is committed to ongoing review and enhancement of our cleaning procedures. We prioritize transparent communication with both our team and clients concerning any health or service-related concerns.
– Client feedback and suggestions play a pivotal role in our quest for continuous improvement. We encourage open dialogue to better meet your expectations.
8.4 Privacy Policy:
Our commitment to quality extends beyond service provision. We also maintain a dedicated Privacy Policy page outlining our approach to handling client information with utmost confidentiality and compliance. Please refer to our separate Privacy Policy for detailed information on data protection and privacy measures.
8.5 Legal Adherence and Policy Amendments:
Compliance and Policy Updates:
– Clients’ satisfaction is paramount, and to ensure transparency, we adhere to relevant legal requirements while making policy changes.
– As part of our commitment to maintaining quality service, Dubai Housekeeping reserves the right to update or modify these policies without prior notice. We advise clients to stay informed through our official website regarding any policy amendments.
