Terms and Conditions
These Terms and Conditions govern bookings and services provided by Holiday Home Cleaning Services CO. L.L.C. The pricing shown reflects our standard rates — in some cases pricing may be customised based on the property, scope or service frequency. Please contact us for a tailored quote.
1. Services Provided
We provide on-demand services, allowing clients to book holiday home cleaning, laundry, optional linen hire, and amenities as needed without fixed or recurring appointments. Bookings are subject to availability and to the terms in the Booking Requests section below.
We also offer all-inclusive packages covering cleaning, laundry, optional linen hire, and amenities — see Package Pricing & Staffing and Amenities for full details.
Hourly cleaning rates
All prices plus VAT.
| Option | Rate |
|---|---|
| Standard hourly rate (materials included) | AED 45 per hour per cleaner |
| Minimum call-out (cleaning under 2 hours) | AED 90 |
Separately charged services
The following are not included in all-inclusive packages or hourly cleanings and are charged separately:
- Carpet cleaning
- Stain and spot cleaning
- Deep or specialised cleaning
- Upholstery cleaning
- Steam cleaning
2. Booking Requests
All bookings are subject to availability and confirmation. Requests made with less than 48 hours’ notice carry a higher risk of unavailability and cannot be guaranteed. While advance notice improves the likelihood of confirmation, it does not guarantee availability.
During peak periods (public holidays, New Year, and major events in Dubai), the Company and its trusted associates may be fully booked, and the Company may decline a request even with more than 48 hours’ notice. Where necessary and feasible, short-notice requests may be supported by trusted third-party associates who regularly collaborate with the Company.
3. Cancellation and Rescheduling Policy
Cancellations or rescheduling requests made less than 24 hours before the scheduled service incur a cancellation fee of AED 100 + VAT.
Issues with channel managers or booking platforms that result in cancellations or rescheduling are not our responsibility and are subject to 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
4. 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.
5. 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. The Company assumes no liability for any damage, loss, or theft of such items.
6. Laundry Services
Processing of laundry items is exclusively available as part of holiday home cleaning turnarounds. We process home items only — bed linens and towels — not personal garments. To manage capacity, we may collaborate with trusted laundry partners.
What’s included
- Washing, drying, and folding
- Ironing for bed linens only
What’s not included
- Manual stain inspection per item — while we make every effort to identify and report noticeable stains, we cannot guarantee all stains will be detected or treated
- Special stain care, bleaching, or dry cleaning
Wash & dry conditions
- All items are washed at 40°C — our staff will not verify whether each garment is suitable for this wash. The user assumes responsibility for any damage to their garment.
- All items are tumble-dried. Clients must ensure only tumble-dry-safe items are provided. We do not take responsibility for shrinkage or damage due to tumble drying.
- Clients are responsible for sorting laundry and indicating any special washing instructions.
Included with all-inclusive packages (per bedroom)
- 1 bedsheet, 1 duvet cover, 4 pillowcases
- 2 bath towels (70×140 cm – 75×150 cm), 2 hand towels (40×70 cm – 45×80 cm), 2 face towels (30×30 cm – 35×35 cm)
- 1 bath mat per bathroom
Standard laundry pricing
Laundry not included in the all-inclusive package is charged at the following standard rates. All laundry items, including those not listed, are subject to charges — please inquire about pricing for unlisted items prior to service.
All prices plus VAT.
| Item | Price |
|---|---|
| Carpet (per sqm) | AED 25 |
| Pillow | AED 10 |
| Duvet | AED 40 |
| Blanket — Small / Medium / Large | AED 20 / 30 / 40 |
| Kitchen Cloth | AED 3 |
| Bathrobe | AED 7 |
| Bed Runner | AED 12 |
Other laundry conditions
- Pickup or return outside scheduled appointments incurs a AED 20 + VAT delivery fee. Bed setup is not included — to have the bed set up, a cleaning hour must be booked.
- In the unlikely event of damage or loss caused by negligence of staff or equipment, the maximum reimbursement is limited to 5× the laundry cost of the affected item.
- Laundry items will be stored for a maximum of one month, after which they must be collected, can be delivered for an additional fee, or will be discarded.
- Items cannot be carried over to another cleaning or switched with other items.
7. Linen Hire
Linen and towel hire is included in the all-inclusive package for up to 2 weeks (14 nights) per booking. For continued use beyond that, an automatic charge of AED 20 + VAT per set applies for every additional 2 weeks.
Linen hire for additional sets or services outside the all-inclusive package: AED 50 + VAT per double set, AED 35 + VAT per single set. Refreshment of linens outside a booked cleaning appointment is charged at the same rates.
Set contents
| Set | Includes |
|---|---|
| Double set | 1 duvet cover, 1 bedsheet, 4 pillowcases, 2 bath towels, 2 hand towels, 2 face towels, 1 bathmat |
| Single set | 1 small duvet cover, 1 small bedsheet, 2 pillowcases, 1 bath towel, 1 hand towel, 1 face towel |
Optional add-on: beach towels for hire — AED 7 + VAT per piece.
Quality
The Company maintains 100% cotton linens at consistent quality — 300TC for bed linens and 600 gsm for towels.
Linen change fees (outside regular cleaning)
Charges cover replacement of linens only. They do not include the services of allocated cleaners or delivery of items.
All prices plus VAT.
| Item | Price |
|---|---|
| Per double set | AED 50 |
| Per single set | AED 35 |
| Bath Towel | AED 5 |
| Hand Towel | AED 3 |
| Face Towel | AED 2 |
| Bathmat | AED 5 |
| Beach Towel | AED 7 |
| Bedsheet | AED 12 |
| Duvet Cover | AED 12 |
| Pillowcase | AED 4 |
Security deposit & damages
A security deposit of AED 100 per set is payable before the first service and refunded within 7 days of the end of the service relationship, provided all items are returned in good condition.
Damaged items will be replaced and invoiced. No charges apply for general wear and tear or extra time spent on stain removal — these are natural occurrences during regular use. Charges apply for misuse such as exposure to colouring chemicals, burns or harsh substances, or irreversible stains and cuts/tears resulting from improper handling. Misuse includes, but is not limited to, stains that cannot be removed, tears, burns, or any other damage beyond normal wear and tear.
Replacement costs (lost or damaged linens)
All prices plus VAT.
| Item | Cost |
|---|---|
| Pillowcase | AED 16 |
| Flat Sheet | AED 74 |
| Duvet Cover | AED 110 |
| Bath Towel | AED 25 |
| Hand Towel | AED 12 |
| Face Towel | AED 4 |
| Bath Mat | AED 20 |
| Beach Towel | AED 44 |
| Total replacement — Double set | AED 350 |
| Total replacement — Single set | AED 277 |
An inventory of all linens provided will be maintained, with discrepancies noted at the end of each stay. Clients are responsible for ensuring linens are returned in the condition provided.
8. Package Pricing, Duration and Staffing
Standard pricing for all-inclusive packages.
All prices plus VAT.
| Apartment | Price (per cleaning) | Duration | Crew |
|---|---|---|---|
| Studio | AED 198 | up to 2.5 hours | 1 cleaner |
| 1-Bedroom | AED 220 | up to 3 hours | 1 cleaner |
| 2-Bedroom | AED 320 | up to 4 hours | 1 cleaner |
| 3-Bedroom | AED 420 | up to 3 hours | 2 cleaners |
| 4-Bedroom | AED 520 | up to 4 hours | 2 cleaners |
- Any item beyond the scope of the all-inclusive package is charged per the laundry and linen price tables above.
- Additional cleaners to complete tasks more quickly are available — please contact us for a quote.
- Any extra hour beyond the package time is charged at AED 45 + VAT per hour per cleaner, unless agreed otherwise.
- The Company reserves the right to adjust staffing and cleaning times based on availability and specific service requirements.
9. Amenities / Commodities
- The amenities refilling service is included in our all-inclusive packages and is not billed per individual item.
- The cost of the amenities package is calculated based on average property usage patterns, not on the individual prices or quantities of items left per visit.
- Each package includes a fixed set of items — quantities cannot be customised.
- If items are unused or fully stocked at the time of service, they will not be replaced until the next visit.
- The service maintains a standard level of stock for presentation purposes; it is not a usage-based restocking service.
- Any extra amenities outside the standard package are charged at AED 30 per bedroom + VAT.
Standard quantities per visit
| Amenity | Studio | 1 BHK | 2 BHK | 3 BHK | 4 BHK |
|---|---|---|---|---|---|
| Bottled Water | 2 | 2 | 4 | 6 | 8 |
| Teabags | 4 | 4 | 8 | 12 | 16 |
| Coffee Sachets | 4 | 4 | 8 | 12 | 16 |
| Sugar Sticks | 4 | 4 | 8 | 12 | 16 |
| Toilet Paper Rolls | 2 | 4 | 6 | 8 | 10 |
| Kitchen Towel | 1 | 1 | 1 | 1 | 1 |
| Face Tissues (boxes) | 1 | 1 | 2 | 3 | 4 |
| Trash Bags (small) | 2 | 2 | 3 | 4 | 5 |
| Trash Bags (large) | 2 | 2 | 2 | 2 | 2 |
| Laundry Capsules | 2 | 2 | 2 | 2 | 2 |
| Dishwasher Capsules | 2 | 2 | 2 | 2 | 2 |
Liquid amenities: per apartment — 300 ml dish soap. Per bathroom — 300 ml each of hand wash, body wash, shampoo and conditioner.
10. Visual Documentation and Reporting
- Visual documentation: a before-cleaning video may be recorded to document the initial state of the property, and a post-cleaning video may be taken to showcase the completed work. We may also photograph damages, defects, or specific areas requested by the client.
- Privacy when guests are present: in cases where guests are present in the unit, the Company will refrain from taking photographs or videos to respect their privacy.
- Issue reporting: any pre-existing visible issues or damage (broken furniture, stains, missing items) identified during the service will be documented and reported to the client. Significant issues such as maintenance needs or hazards will be highlighted for immediate attention.
- Where linens supplied under the linen hire service are found missing, torn, or stained, the Company will notify the client without delay — including apartment reference, photograph, and where applicable a short video — to enable the client to claim costs from the responsible party and arrange replacement.
- Unreported issues: the Company is not responsible for any pre-existing damage, issues, or breakages that are not reported during the service. Clients are encouraged to review provided documentation thoroughly and notify the Company within 24 hours of receiving the report if any concerns are identified.
11. Service Quality Guarantee — Touch-Up Cleaning
In the event of a legitimate complaint or issue regarding the quality of a completed cleaning service, the Company will provide a complimentary touch-up cleaning to address the specific concern, provided that:
- The complaint is reported within 3 days of service completion, supported by photographic evidence.
- The touch-up is scheduled and carried out within 24 hours of the complaint being acknowledged, subject to availability and property access.
- The touch-up is strictly limited to the specific area(s) identified in the original complaint.
This service does not cover additional cleaning needs, new dirt or mess accumulated after the original service, areas outside the scope of the original complaint, or extensive soiling unrelated to the reported issue. Any work beyond the scope of the touch-up will be quoted and charged separately.
12. Maintenance and Repair Services
Maintenance and repair work is not included in cleaning packages or hourly cleaning services. Where the Company has the technical capacity to resolve a fault identified during a service, it may offer to do so on the following terms:
- A written quote will be submitted to the client prior to commencement of any repair.
- Work shall only commence following the client’s written approval (including approval given by email or WhatsApp).
- On completion, the Company will provide an itemised invoice with supporting receipts and photographs to enable the client to process any onward reimbursement.
- The Company reserves the right to decline maintenance work that falls outside the scope of its capability or licensing, or that requires specialised contractors.
13. Operational Support and Check-in Assistance
In-person check-in support consists of being present at the property and assisting the guest with basic entry instructions. It does not include concierge services, troubleshooting of in-unit issues, or guest hosting beyond the initial entry.
All prices plus VAT, per visit.
| Type of check-in | Fee |
|---|---|
| During a scheduled cleaning appointment (no extra time required) | Free |
| Outside cleaning, within service hours (10:00–19:00) | AED 90 |
| Outside service hours (before 10:00 or after 19:00) | AED 180 |
Where a guest performs an unauthorised late check-out, the Company will notify the client immediately and use reasonable efforts to maintain the schedule for the next guest’s entry, with prior notice of any foreseeable delay. Any additional time incurred remains subject to the Service Delays clause above.
Operational support beyond the scope of basic check-in (ongoing guest liaison, repeated site visits, or property management duties) requires a separate written agreement and may incur additional management fees.
14. Payment Terms
- First appointment for each new unit (first-time service at a property) must be paid in advance, before the booked cleaning date and time.
- Invoices are issued on a weekly basis and must be paid in full via bank transfer or cash deposit within seven (7) calendar days of issue.
- The Company reserves the right to suspend services if invoices are not paid within the stipulated time frame. Services will only resume upon full payment of the outstanding balance.
- The Company may withhold the return of any items, including bed linens and towels, until full payment is received.
- It is the client’s responsibility to ensure timely payment to avoid disruptions in service or retention of items.
15. Service Availability
Our services are available from 9 AM to 7:30 PM. Requests for services outside these hours may incur additional charges and are subject to availability. Office and support availability: 10 AM to 6 PM.
Public Holiday Surcharge: a fixed 20% surcharge applies to all cleaning services scheduled on public holidays. This surcharge is allocated entirely to our employees who work on public holidays, ensuring fair compensation for their dedication and availability.
16. 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.
- The Company’s staff shall ensure that all doors and windows are properly secured upon completion of each service, save where the client has provided contrary instructions.
17. Public Liability Insurance
The Company is committed to providing high-quality services and maintaining the highest safety standards. The Company maintains active Public Liability Insurance with Watania Takaful Insurance, providing coverage up to AED 1,000,000 for bodily injury and/or property damage to third parties arising from the Company’s business activities within the United Arab Emirates.
18. Liability
Liability for staff fault: the Company will compensate the client for any proven loss or damage directly caused by the negligence or wrongful act of its staff during the service. Claims are processed in accordance with the terms, conditions, and limits of the Company’s insurance policy. The Company is not liable for any property damage unless it is proven to result from negligence by the staff.
Reporting and assessment
- All claims must be reported within 48 hours of service along with supporting evidence. Claims submitted after this window may not be eligible for compensation.
- Claims must be supported by appropriate evidence and will be reviewed by the Company and/or its insurer. The Company may request photographs, invoices, inspection access, or other documentation required for assessment.
The Company is not liable for
- Pre-existing damage or deterioration
- High-value or fragile items not disclosed before service
- Damage from improper installation, wear and tear, or inherent defects
- Items placed in unsafe or unstable locations
- Lost or stolen items during the service
Liability limits (outside insurance coverage)
Where the Company’s insurance does not apply or does not accept the claim, the Company’s maximum liability is limited to AED 100 per affected item and AED 500 per service visit, unless otherwise required by applicable UAE law.
19. Client Responsibilities
- The client is solely responsible for securing valuable items prior to commencement of the cleaning service. The Company is not liable for any loss or damage to items that are not properly secured or removed.
- For the safety of both parties, the client agrees to ensure all hazardous materials are properly disposed of prior to the arrival of the Company’s staff. Staff are not authorised or obligated to handle, dispose of, or clean any hazardous waste.
- The client is responsible for ensuring all items, such as appliances and furniture, are securely installed and in stable condition. The Company is not liable for damage to or caused by improperly installed or unstable items.
- The client is responsible for ensuring utilities (electricity and water) are available and functional at the premises during the scheduled service time.
20. Confidentiality and Communications
- The Company shall treat all access codes, keys, lockbox details, and client and guest information as confidential, and shall not share them with any third party other than its own authorised staff and trusted associates engaged for delivering the service.
- All personal information and details about the household will be kept confidential and used only for the purpose of providing our services.
- Operational communication between the parties (booking confirmations, incident reporting, access instructions, approvals) shall be conducted by WhatsApp, email, or phone using the contact details registered with the Company, to ensure traceability.
21. 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 our service agreement during the term of this agreement and for a period of six months after the termination of services. Any breach will result in a penalty fee equal to the cost of hiring, visa, and training of the employee, plus an additional AED 1,000.
22. 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.
23. Special Requests
Any special requests or additional services must be communicated and agreed upon prior to the scheduled service. Additional charges may apply.
24. Environmental Considerations
We use eco-friendly cleaning products whenever possible. If you have specific preferences or requirements, please inform us in advance.
25. Feedback and Complaints
- We value your feedback. General complaints or concerns should be reported within 24 hours of the service so we can address and resolve issues promptly.
- For requests under the Service Quality Guarantee — Touch-Up Cleaning, see that section above (3-day reporting window with photographic evidence).
- For damage or loss claims, see the Liability section above (48-hour reporting window with supporting evidence).
26. Refund Policy
All services provided by Holiday Home Cleaning Services CO. L.L.C. are non-refundable. 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.
27. Force Majeure
The Company shall not be liable for any failure to perform its obligations due to causes beyond its reasonable control, including natural disasters, pandemics, or other emergencies.
28. 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.
29. 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.