1. 100% Satisfaction Re-Clean Guarantee
At Smart Maids, we take immense pride in delivering pristine cleaning results. However, because cleaning is an intensive manual service, subjective perceptions and specific expectations may occasionally vary.
Our Guaranteed Free Re-Clean Remedy
If you are genuinely unsatisfied with any specific area cleaned, you must notify our operations management team in writing within strictly twenty-four (24) hours following completion of the service session, accompanied by photographic evidence of the missed zones.
Upon review, Smart Maids will dispatch a cleaning captain to re-clean the specific missed areas completely free of charge within 24 to 48 hours. This free re-clean constitutes the exclusive and primary contractual remedy for service dissatisfaction.
2. Cancellation & Rescheduling Notice Windows
Our captains are booked and routed systematically across Dubai communities. Late cancellations prevent other customers from securing needed cleaning slots and result in lost wages for scheduled staff.
More than 24 Hours Notice
You may reschedule or cancel your appointment with zero penalties or charges. Any pre-paid deposits are refunded in full.
12 to 24 Hours Notice
You may reschedule to another open slot within seven (7) business days free of charge. Cancellations without rescheduling incur a 10% administrative fee.
Less than 12 Hours Notice
Cancellations made within 12 hours of the scheduled arrival time incur a flat AED 50.00 late cancellation fee (or 50% of the booking total) to cover captain deployment and travel costs.
3. Lockouts & Client Non-Appearance
A "Lockout" occurs when our cleaner arrives at the designated property at the scheduled booking time, but cannot gain access due to:
- The Client not answering the door, intercom, or telephone.
- Missing, non-functional, or unprovided security gate passes (e.g., in gated communities like DSO, Arabian Ranches, Jumeirah Islands).
- Incorrect, incomplete, or inaccessible address details provided by the Client.
The cleaning captain is instructed to wait on-site for a maximum of twenty (20) minutes while dispatch attempts to contact the Client. If access cannot be secured within 20 minutes, the captain will be reassigned, and a Lockout / Dispatch Fee of AED 50.00 will be charged to the Client.
4. Refund Eligibility & Non-Refundable Items
Due to the immediate labor and transportation costs associated with domestic and commercial cleaning, cash refunds are not provided once a cleaning service has been completed. Instead, our 100% Satisfaction Re-Clean Guarantee applies.
Exceptions Where Monetary Refunds Apply:
- The Company is unable to fulfill a confirmed booking due to vehicle breakdown, extreme weather, or operational failure, and the Client declines an alternative time slot.
- A double payment or erroneous overpayment was processed electronically.
- Cancellation was submitted with more than 24 hours advance notice for a prepaid appointment.
Non-Refundable Circumstances:
- Services completed where no written report was submitted within the mandatory 24-hour inspection window.
- Dissatisfaction caused by unprovided running water or unprovided electricity at the property.
- Dissatisfaction where the Client booked insufficient hours for the physical size of the property despite cleaner advice.
5. Refund Processing Timelines & Methods
Approved refunds are processed strictly through the original payment method utilized during booking:
- Credit/Debit Card Payments: Processed through our payment gateway within 5 to 7 business days, subject to the issuing bank's settlement schedule.
- Bank Transfers: Processed within 3 to 5 business days to a verified UAE bank account registered in the customer's legal name.
- Service Credit Vouchers: Issued immediately with 12 months validity across all Smart Maids cleaning services.
6. Dispute Resolution & Chargeback Notice
We are committed to resolving all customer service issues constructively and amicably. The Client agrees that prior to initiating any credit card payment chargeback or dispute with their financial institution, they must first submit a formal written complaint to [email protected] and allow five (5) business days for mutual resolution.
Initiating a false or unjustified chargeback after a service has been satisfactorily performed constitutes a material breach of contract under UAE Commercial Transactions Law. The Company reserves the right to recover disputed sums, legal collection expenses, and report fraudulent chargebacks to relevant financial authorities.