Terms & Conditions

1. Booking Requests:
   • Any booking request made less than 48 hours in advance cannot be guaranteed, but we will strive to accommodate your needs. In such cases, we may outsource to trusted associates who regularly work with us for emergency situations.
2. Cancellation and Rescheduling Policy:
   • Cancellations or rescheduling requests made less than 24 hours before the scheduled service will incur a cancellation fee of 100 AED + VAT.
   • Any issues with channel managers or booking platforms that result in cancellations or rescheduling are not our responsibility and will result in the standard cancellation and rescheduling fee. This includes, but is not limited to:
     • Double bookings caused by synchronization errors.
     • Incorrect information or updates about booking details.
     • Delays in receiving booking information.
     • Technical problems related to the channel manager software or booking platforms.
3. Service Delays:
   • If there is a delay in cleaning services exceeding one hour without prior 24-hour notice due to reasons beyond our control (e.g., inability to access the property, guests refusing to check out on time, or other prohibiting reasons preventing our staff from starting work), additional charges will apply based on our hourly rates.
4. Lost and Found:
   • Any items left by previous guests that are found by our staff will be documented with a photograph and kept in the unit. However, the company assumes no liability for any damage, loss, or theft of such items.
5. Laundry Services:
   • Processing of laundry items are exclusively available as part of holiday home cleaning turnarounds.
   • We only process home items such as bed linens and towels. Personal garments or other types of laundry are not included in this service.
   • To ensure smooth operations and manage capacity, we may collaborate with trusted laundry partners.
   • Requests for picking up or returning laundry items separately from the scheduled appointment will incur a 20 AED + VAT delivery fee. This fee does not include bed setup. To have the bed set up, a cleaning hour will need to be booked, which we can provide depending on availability.
   • The laundry service does not include a manual inspection of each item for stains. While we make every effort to identify and report any noticeable stains during the processing of laundry, we cannot guarantee that all stains will be detected or treated.
   • Please note during washing all items are washed at 40 degrees and our staff won’t verify if the garment is suitable for this wash. The user will assume responsibility for any damage to their garment.
   • Drying: All items are tumble dried. Clients must ensure that only tumble-dry-safe items are provided. We do not take responsibility for shrinkage or damage due to tumble drying.
   • Laundry services include washing, drying, and folding. Ironing service only provided for bed linens.
   • The laundry service does not include special stain care, bleaching or dry cleaning services.
   • Clients are responsible for sorting laundry and indicating any special washing instructions.
   • In the unlikely event of damage or loss caused by negligence of staff or equipment, the maximum reimbursement is limited to 5 times the laundry cost of the affected item.
   • Laundry items will be stored for a maximum period of one month, after which they must be collected or can be delivered for an additional fee; otherwise, they will be discarded.
   • Our all-inclusive packages include laundry for the following per bedroom: 1 bedsheet, 1 duvet cover, 4 pillowcases, 2 bath towels (between 70×140 cm and 75×150 cm), 2 hand towels (between 40×70 cm and 45×80 cm), 2 face towels (between 30×30 cm and 35×35 cm), and a bath mat for each bathroom.
   • Laundry that is not included in our all-inclusive packages will be considered extra and charged according to our laundry rates: https://holidayhomecleaning.ae/wp-content/uploads/laundry-price-list.pdf
   • Additional laundry sets can be provided at the following rates: Extra Single Set (only for all-inclusive package): 35 AED + VAT; Extra Double Set (only for all-inclusive package): 50 AED + VAT.
   • Items cannot be carried over to another cleaning or switched with other items.
6. Linen Hire:
   • A fee of AED 20 per set will be added to the existing service charge for linen hire. This price is in addition to the all-inclusive cleaning service charge.
   • Linen hire for additional sets or services outside of the all-inclusive package is subject to a fixed fee of 70 AED + VAT per set.

   • The maximum rental period for linen hire is 2 weeks. If the rental period exceeds 2 weeks, an additional AED 20 + VAT per set will apply for each subsequent 2-week period. This fee does not include the change of linens. For stays longer than 2 weeks, we recommend offering a cleaning service to guests for linen refreshment.

   • Refreshment of linens comes with a charge of 70 AED + VAT per set if it is outside of a booked cleaning appointment.

   • Each double linen hire set includes:
     • 1 bedsheet
     • 1 duvet cover
     • 4 pillowcases
     • 2 bath towels
     • 2 hand towels
     • 2 face towels
     • 1 bath mat
   • Each single linen hire set includes:
     • 1 bedsheet
     • 1 duvet cover
     • 2 pillowcases
     • 1 bath towel
     • 1 hand towel
     • 1 face towel
     • 1 bathmat 
   • For one time bookings or first time booking a refundable deposit of AED 100 + VAT per set will be collected at the time of booking to cover any potential losses or damages to the linen.
   • In the event that linens are lost or damaged due to misuse, the following charges will apply per item:
     • Pillowcase: AED 16 + VAT
     • Flat Sheet: AED 74 + VAT
     • Duvet Cover: AED 110 + VAT
     • Bath Towel: AED 25 + VAT
     • Hand Towel: AED 12 + VAT
     • Face Towel: AED 4 + VAT
     • Bath Mat: AED 20 + VAT
   • Total Replacement Cost for Full Set: AED 350 + VAT, for a single set 277 AED + VAT
   • An inventory of all linens provided will be maintained. Any discrepancies will be noted at the end of each stay.
   • Linens naturally worn out through regular use will not incur any additional charges.
   • Misuse includes, but is not limited to, stains that cannot be removed, tears, burns, or any other damage beyond normal wear and tear.
   • Clients are responsible for ensuring that linens are returned in the condition they were provided.
   • The deposit will be refunded within 7 days of the termination of the service agreement, provided all linens are returned in same condition and no additional charges are applicable.
7. Cleaning Duration and Staffing Requirements for All-Inclusive Packages:
   • Studio Apartment:
     • Maximum Cleaning Time: 2.5 hours
     • Standard Staffing: 1 cleaner
   • 1-Bedroom Apartment:
     • Maximum Cleaning Time: 3 hours
     • Standard Staffing: 1 cleaner
   • 2-Bedroom Apartment:
     • Maximum Cleaning Time: 4 hours
     • Standard Staffing: 1 cleaner
   • 3-Bedroom Apartment:
     • Maximum Cleaning Time: 3 hours
     • Standard Staffing: 2 cleaners
   • 4-Bedroom Apartment:
     • Maximum Cleaning Time: 4 hours
     • Standard Staffing: 2 cleaners
   • If you require additional cleaners to complete the tasks more quickly, an extra charge will apply. Please contact us for more details and a quote based on your specific needs.
   • Unless it is agreed otherwise any extra hour will be charged as 45 AED + VAT / hour / cleaner.
   • Our company reserves the right to adjust staffing and cleaning times based on availability and specific service requirements.
8. Payment Terms:
   • Invoices are issued on a weekly basis and must be paid in full via bank transfer or cash deposit within seven (7) calendar days from the invoice date.
   • The company reserves the right to suspend all services if invoices are not paid within the stipulated time frame. Services will only be resumed upon full payment of the outstanding balance.
   • The company further reserves the right to withhold the return of any items, including but not limited to bed linens and towels, until full payment of all outstanding balances is received.
   • It is the client’s responsibility to ensure timely payment to avoid any disruptions in service or retention of items.
9. Service Availability:
   • Our services are available from 9 AM to 7:30 PM. Any requests for services outside these hours may incur additional charges and are subject to availability. Support and office availability: 10 AM to 6:00 PM.
   • Public Holiday Surcharge: A fixed surcharge of 20% will be applied to all cleaning services scheduled on public holidays. This surcharge is allocated entirely to our employees who are willing to work on public holidays, ensuring fair compensation for their dedication and availability during these times.
10. Access to Property:
    • Clients must ensure that our cleaning staff have access to the property at the scheduled time. Failure to provide access may result in additional charges.
11. Liability:
    • The company is not liable for any property damage unless it is proven to result from negligence by the staff.
    • The company assumes no liability for lost or stolen items during the service.
    • The Company’s liability for damages is limited to 100 AED per item per service, with a maximum aggregate liability of 500 AED per cleaning session. Claims must be reported and substantiated within 48 hours of the service. The Company is not liable for high-value items (e.g., electronics, jewelry, antiques), pre-existing issues, unstable items, or undisclosed fragile items. Clients are advised to ensure such items are insured or removed before the service.
12. Client Responsibilities:
    • Clients are responsible for securing any valuable items before the cleaning service. The company will not be liable for any loss or damage to unsecured items.
    • For the safety of our staff and clients, we require that all hazardous materials be properly disposed of prior to our arrival. Our staff is not responsible for handling hazardous waste.
13. Non-Solicitation of Employees:
    • Clients agree not to solicit, hire, or attempt to hire any employees or contractors of Holiday Home Cleaning Services CO. L.L.C. for any purpose outside of our service agreement during the term of this agreement and for a period of six months after the termination of services. Any breach of this clause will result in a penalty fee equal to the cost of hiring, visa, and training of the employee, plus an additional AED 1,000.
14. Pets:
    • If there are pets in the home, they must be secured during the cleaning service. The company is not liable for any incidents involving pets during the service.
15. Quality Assurance:
    • We strive to provide the highest quality of service. If you are not satisfied with the cleaning service provided, please inform us within 24 hours so we can address and rectify the issue.
16. Confidentiality:
    • We respect the privacy of our clients. All personal information and details about the household will be kept confidential and used only for the purpose of providing our services.
17. Special Requests:
    • Any special requests or additional services must be communicated and agreed upon prior to the scheduled service. Additional charges may apply.
18. Environmental Considerations:
    • We use eco-friendly cleaning products whenever possible. If you have specific preferences or requirements, please inform us in advance.
19. Feedback and Complaints:
    • We value your feedback. Any complaints or concerns should be reported within 24 hours of the service. We will address and resolve issues promptly to ensure your satisfaction.
20. Refund Policy
    • All services provided by Holiday Home Cleaning Services CO. L.L.C. are non-refundable. In cases where concerns arise, we encourage clients to report issues within 24 hours of service completion, and we will take necessary steps to rectify any shortcomings.
21. Force Majeure:
    • The company shall not be liable for any failure to perform its obligations due to causes beyond its reasonable control, including but not limited to natural disasters, pandemics, or other emergencies.
22. Service Agreement:
    • By booking our services, clients enter into a service agreement with Holiday Home Cleaning Services CO. L.L.C. These terms and conditions constitute the entire agreement.
23. Amendments to Terms:
    • We reserve the right to amend these terms and conditions at any time. All changes will be communicated to clients in writing or via our website.

By using our services, you agree to these terms and conditions. Thank you for choosing Holiday Home Cleaning Services CO. L.L.C.