General Terms and Conditions for Elite Maids Cleaning Services

EXCELLENCE DOMESTIC WORKERS SERVICES CENTER LLC maintains the https://elitemaids.ae/ website (“Site”). The United Arab Emirates is our country of domicile and the governing law is local UAE law. All disputes arising in connection with the site or services shall be heard only by a court of competent jurisdiction in the UAE.

Visa or MasterCard debit and credit cards in AED are accepted for payment. We will not trade with or provide services to OFAC-sanctioned countries in accordance with UAE law. Customers who are minors or under the age of 18 may not register as users of the website, transact on the website or use the website. Cardholders must retain a copy of transaction records and merchant policies and rules. Users are responsible for maintaining the confidentiality of their account.

These terms and conditions constitute the full service agreement between you (the “Customer”) and EXCELLENCE DOMESTIC WORKERS SERVICES CENTER LLC (the “Service”). Please review this agreement before booking.

Service definitions

• Normal House Cleaning Service: tidying up, dusting, mopping, vacuuming, cleaning kitchen surfaces and floors, cleaning bathrooms and cleaning indoor windows.
• Deep Cleaning Service: cleaning outside windows, washing balconies and floors, cleaning inside cupboards, removing grease and dirt build-up, and reaching higher areas with a ladder.
• Disinfection Service: spraying surfaces, floors, kitchen, bathroom, furniture, glass, doors, switches and pathways using approved Dubai Municipality chemicals.

Subject to this agreement, EXCELLENCE DOMESTIC WORKERS SERVICES CENTER LLC agrees to provide domestic, office cleaning, end of tenancy, move-in, after-party, after-builders, window cleaning or ironing services at the customer address specified at the time of booking.

The service will be for the cleaning duties agreed with the customer at the time of booking. One or more cleaners will attend the premises at the mutually agreed date and time. Elite Maids will endeavour to provide the service faithfully, diligently and in a timely and professional manner.

For end-of-tenancy, pre-tenancy, after-builders, move-in, after-party, spring or deep cleaning, Elite Advance Cleaning Services may provide cleaning materials and equipment on request and subject to additional charge. All cleaning equipment is intended to be safe and in working order.

Any estimate of how long a cleaning job will take is only an estimate based on the average time needed for a similar home. It is difficult to estimate precisely how long a job may take, so flexibility may be required.

Acceptance of a booking creates a legally binding contract. Elite Maids will advise cleaners to keep customer keys safe and not keep the customer address attached to them, although EXCELLENCE DOMESTIC WORKERS SERVICES CENTER LLC does not take responsibility for loss or damage if this occurs. Elite Maids will make reasonable efforts to replace a preferred cleaner in the event of sickness or holiday, subject to availability.

Satisfaction guarantee

If you are not completely satisfied with the standard of service provided by the cleaner, contact the office as soon as possible during normal business hours and within 24 hours. Elite Maids will endeavour to resolve the issue quickly and efficiently.

The customer represents and warrants that they will provide a safe working environment for the cleaner and unobstructed access to the areas requiring service. The customer must also provide access to utilities including hot and cold water, electricity and rubbish bins where required.

The customer agrees to treat the cleaner respectfully and must advise Elite Maids before the service begins of hazards, slippery surfaces, risks, dangers, ingrained dirt, grease or grime at the premises.

If cleaning is required behind or under heavy items such as a fridge, bookshelf or other furniture, the customer must move those items before the service starts. The customer must secure or remove fragile, delicate, breakable or valuable items, including cash, jewellery, art, antiques or sentimental items.

• Fridges and freezers must be thoroughly defrosted before cleaning starts.
• Kitchen cupboards must be emptied before cupboard cleaning starts.
• Ovens must be in a condition that allows cleaning with standard professional chemical products.
• The cleaner is not responsible for segregating laundry before washing.
• The customer must instruct the cleaner how to use any washing machine, dryer, iron or other appliance required for the service.
• A no-refund charge may apply if the customer is away and does not inform Elite Maids that the service is not needed.

The cleaner may refuse to use, or stop using, any materials or cleaning equipment supplied by the customer if the cleaner believes those materials or equipment pose a health or safety risk. The cleaner may also stop or refuse a service where carrying out the work presents a health or safety risk.

The cleaner may refuse or stop cleaning animal or human waste. Waste can contain bacteria, parasites and pathogens that can cause illness.

The customer acknowledges that Elite Maids invests significant resources in recruiting, selecting and training cleaners. Unless Elite Maids gives prior written permission, the customer must not directly or indirectly engage, employ or contract with any cleaner introduced by Elite Maids during the service period or within 12 months after the service ends.

The customer acknowledges that Elite Maids may suffer loss and damage as a result of a breach of this clause. The live terms state that the customer may be required to pay AED 28,000 if they employ a cleaner directly or indirectly within 12 months after the agreement ends, and Elite Maids reserves the right to start legal proceedings.

Cleaning services may be ordered by telephone, email or online. By booking, the customer agrees to be bound by these terms and conditions. At booking, the customer must provide details of hazards, slippery surfaces, risks, dangers, ingrained dirt, grease or grime at the premises.

Elite Maids provides quotations at the time of booking and may send the quotation by email where an email address is provided. Elite Maids reserves the right not to accept a booking for any reason and may update these terms without prior notice.

• Domestic cleaning has a minimum of 2 hours per cleaning visit.
• One-off, spring cleaning and after-party cleaning have a minimum of 4 hours per cleaning visit.
• End-of-tenancy cleaning may be fixed price depending on property size.
• After-builders cleaning may require a task list before time can be estimated.

The customer agrees to pay the price quoted by Elite Maids. Cleaners are paid by Elite Maids. Accepted payment methods include bank transfer for weekly, fortnightly or monthly contracts, debit or credit card subject to additional charge, and cash in limited cases and only after authorisation.

Elite Maids prepares contract invoices at the end of each month for services rendered in the previous month. The live terms reserve the right to charge late payment fees for overdue invoices and to stop cleaning services immediately if payment is not received or is delayed. Keys are returned within five working days after invoices are paid in full.

Elite Maids will collect outstanding monies owed. If court action is required to secure payment, the customer agrees to pay debt collection fees, court fees, legal costs or interest incurred as a result of non-payment.

If the customer is dissatisfied with the service, they must inform Elite Maids within 24 hours of completion. Complaints notified after 24 hours may not be considered. Elite Maids will not be held liable for work not completed or not completed to a good standard if other people are present in the property while cleaners are working.

Elite Maids is not responsible for:

• Not completing or providing the service because of a breach of customer responsibilities, including failure to provide a safe working environment or unobstructed access.
• Not completing or providing the service because the cleaner stops for health and safety reasons.
• Loss or damage caused by force majeure or events beyond Elite Maids’ reasonable control.
• Work not completed because of an act or omission by the customer or another person at the premises.
• Existing dirt, wear, damage or stains that cannot be completely cleaned or removed.
• Wear or discolouring of fabric or surfaces becoming more visible after dirt is removed.
• Fragile and breakable items, cash, jewellery, sentimental items, art and antiques.
• The cost of key replacement or locksmith fees unless keys were lost by Elite Maids or the cleaner.
• Old stains that cannot be removed using normal cleaning methods.
• Accidental damage due to faulty equipment.

While cleaners treat homes with care, accidents can happen. The live terms state that Elite Maids has public liability insurance covering major accidental damage caused by cleaners. Customers must inform Elite Maids of any accident, breakage or property damage caused by the cleaner within 24 hours of service completion.

Damage claims reported later than 24 hours after the clean may not be considered. If damage is reported on a Friday, the live terms state that it must be reported by Saturday 12:00 pm to be accepted as a valid claim. Elite Maids may require access to assess or correct the issue within 24 hours.

The customer must provide at least 24 hours’ notice before the service time to suspend, postpone or cancel for any reason. For domestic cleaning, the live terms state that 50% of the cleaning visit price applies if the customer cancels or changes the date or time less than 24 hours before the scheduled appointment. The full visit price may apply if cleaners are turned away, nobody is home, or keys do not open the lock properly.

Elite Maids may cancel a booking if there are insufficient staff, the area is not covered, or a service was listed at an incorrect price due to a typographical error. If Elite Maids cancels, notice will be sent by email within 7 days of the booking.

Refunds will be made only through the original mode of payment. Please allow up to 45 days for the refund transfer to be completed.

All rights, including copyright in the website, are owned by or licensed to Elite Maids. The website and its contents may not be copied, stored, modified, distributed or reposted except for personal, non-commercial use.

Elite Maids takes care in preparing website content, including prices and service descriptions. Services are subject to acceptance and availability. If a booked service is unavailable, Elite Maids will contact the customer by email or phone where details have been provided. The customer may wait until the service is available or cancel the booking.

Prices payable for services are set out on the website. The live terms state that Elite Advance has the right to change applicable contract prices with 7 days’ notice and that an extra AED 5 fee applies on cash bookings.

Customer information may be used by Elite Maids for the purpose of providing the service. Elite Maids agrees not to share customer information with third parties not directly involved in providing the service unless required by law. The website, content and any contract arising from website use are governed by UAE law. Elite Maids may update or modify these terms at any time by publishing an updated agreement on the website.

Normal Cleaning Service definition

Normal cleaning includes dusting, vacuuming, sweeping and mopping floors in all rooms; cleaning bathrooms including mirrors, toilets, showers and baths; cleaning the kitchen including wiping down appliances, counters, sinks and cabinet doors; washing and drying dishes and putting them away; internal window cleaning; tidying up; washing clothes as instructed; ironing and folding; and same-cleaner support for monthly packages.

This service does not include deep cleaning, removing grime or scale build-up, cleaning inside cabinets and wardrobes, moving furniture, patio or garage cleaning, unreachable areas over 1.6 metres, external window cleaning, or fridge cleaning unless mentioned ahead of booking with at least one extra hour allocated.

Deep Cleaning Service definition

Deep cleaning is suitable for move-in, move-out and one-off deep cleans. It includes thorough dusting and vacuuming of the entire space; deep cleaning of internal windows and frames; grease removal from kitchen walls and counters; thorough cleaning of cabinetry and wardrobes; cleaning balconies and balcony rails from inside; thorough cleaning of floors; and removal of grime build-up in bathrooms, toilets, shower heads and taps.

Deep cleaning does not include patio or garage cleaning or outside window cleaning unless extra charges are agreed.