Terms & Conditions of Service

1. Contracting Parties & Binding Acceptance

These Terms and Conditions constitute a legally enforceable service contract entered into between Smart Hygiene Cleaning Services LLC, a limited liability company duly organized and registered under the laws of the Emirate of Dubai, United Arab Emirates, holding Department of Economy and Tourism (DET) commercial license, operating under the trade name "Smart Maids" (hereinafter referred to as "the Company", "we", "us", or "our"), and the individual or commercial entity procuring cleaning services (hereinafter referred to as "the Client", "Customer", or "you").

Your submission of a booking request through smartmaids.ae, oral booking via telephone, or written confirmation via electronic messaging applications (such as WhatsApp) confirms your unreserved agreement to these Terms. If you do not accept these Terms in their entirety, you must immediately refrain from requesting or accepting our services.

2. Scope of Services & Operational Boundaries

The Company provides professional residential house cleaning, corporate office upkeep, deep cleaning restoration, domestic babysitting/child supervision, garment pressing, upholstery extraction, and end-of-tenancy handover sanitization.

3. Client Responsibilities & Working Conditions

The Client expressly undertakes to:

• Provide Adequate Utilities: Ensure continuous access to potable running hot and cold water and active electricity throughout the cleaning appointment.
• Safe Access: Arrange authorized security entry or gate passes (such as DSO, Emaar, Nakheel, Damac community gate passes) prior to captain arrival.
• Pet Restraint: Secure all domestic animals and pets in a safe, designated enclosure away from the cleaning zones.
• Safe Working Environment: Ensure the premises are free of toxic fumes, structural safety hazards, and hostile interpersonal conditions.

4. Safekeeping of Cash, Valuables & Sensitive Property

The Company enforces strict recruit vetting, MOHRE background screening, and biometric identity recording for all staff. However, because cleaning inherently requires free movement throughout residential quarters, the Client bears the sole responsibility for securing high-value personal effects in a locked safe or secured room.

The Company shall have zero liability for any alleged missing currency, cash, jewelry, or uninventoried portable items left in unsecured, open, or accessible areas of the premises. In the rare event of suspected theft, the Client must notify Smart Maids management immediately and file a formal investigation with the Dubai Police Department. The Company fully cooperates with Dubai Police investigations but will not entertain unsubstantiated oral claims or unilateral wage deductions.

5. Breakage, Accidental Damage & Strict Liability Cap

While our staff treat clients' furnishings with meticulous care, cleaning involves continuous physical contact with diverse surfaces and materials. Wear, tear, age, and pre-existing structural weakness frequently trigger accidental detachment.

5.1 Exclusions from Damage Claims

The Company is expressly exempt from liability for damage or degradation relating to:

• Pre-existing structural damage, loose tiles, deteriorating grout, or degraded silicone sealant.
• Brittle, sun-damaged, or aged window blinds, curtain cords, or fragile fabrics.
• Unanchored, unstable, or improperly affixed wall art, floating shelves, mirrors, or lighting fixtures.
• Delicate items of exceptional historical, antique, or sentimental value not disclosed in writing prior to cleaning.
• Pre-scratched induction hobs, etched marble surfaces, or acid-damaged metallic fixtures.

5.2 24-Hour Mandatory Notification Rule

The Client must inspect the work upon completion. If any accidental breakage or property damage is suspected, the Client must lodge a written incident report with time-stamped high-resolution photographs to [email protected] within strictly twenty-four (24) hours following completion of the service.

Failure to report damage within the 24-hour window constitutes an irrevocable waiver of any right to claim compensation, repair, or reimbursement from the Company.

5.3 Strict Limitation of Liability (Financial Cap)

In the event that the Company is determined, through conclusive joint inspection, to be solely liable for accidental property damage caused directly by cleaner negligence:

6. Cancellation, Rescheduling & Lockout Policy

Cleaning staff schedules are allocated and reserved exclusively for your designated booking slot.

• Cancellations with 24+ Hours Notice: Completely free of charge with 100% refund of any prepaid deposit.
• Cancellations within 12–24 Hours: Free date/time rescheduling to another open slot within 7 days, or a 10% administrative processing fee.
• Late Cancellations (< 12 Hours) or Lockouts: If the cleaner arrives and is unable to gain entry due to missing keys, security gate denial, or Client absence exceeding twenty (20) minutes, a flat Lockout / Dispatch Fee of AED 50.00 (or 50% of the booking value) shall apply to cover transportation and wages.

7. Staff Non-Solicitation Covenant & Liquidated Damages

The Client expressly covenants and agrees that, during the provision of cleaning services and for a period of twelve (12) consecutive months following the date of the most recent service booking, the Client shall not directly or indirectly:

• Solicit, entice, recruit, or attempt to employ any maid, cleaner, or captain introduced by Smart Maids.
• Engage or contract the cleaner privately for domestic work outside of the official Smart Maids platform.
• Assist or introduce the cleaner to any third party for private or freelance employment.

In the event of a breach of this non-solicitation covenant, the Client acknowledges that the Company will suffer significant financial injury and agrees to immediately pay the Company pre-agreed liquidated damages in the amount of Fifteen Thousand UAE Dirhams (AED 15,000.00) per individual solicited, representing reasonable compensation for recruitment replacement and visa expenses.

8. Rates, VAT Compliance & Payment Terms

• Currency & Taxes: All quotations, hourly rates, and fixed package fees are stated in UAE Dirhams (AED) and are subject to 5% Value Added Tax (VAT) pursuant to UAE Federal Tax Authority (FTA) regulations.
• Minimum Booking: The minimum duration for hourly residential cleaning bookings is one (1) hour at our standard published rates.
• Payment Execution: Payment is due upon completion of the service session via Cash, direct Credit/Debit Card payment link, or approved bank transfer. Unpaid balances exceeding seven (7) business days are subject to standard recovery charges.

9. Mutual Indemnification

The Client agrees to defend, indemnify, and hold harmless Smart Hygiene Cleaning Services LLC, its subsidiaries, managers, employees, and authorized contractors against any claims, losses, liabilities, costs, and expenses (including legal fees) arising from:

• Client's violation of any provision of these Terms and Conditions.
• Pre-existing hazardous conditions or concealed structural defects on the Client's premises.
• Attacks or injuries inflicted on cleaning captains by domestic pets or animals on the property.

10. Governing Law & Dispute Resolution (Dubai Courts)

These Terms and Conditions, your relationship with the Company, and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the laws of the Emirate of Dubai and the applicable Federal Laws of the United Arab Emirates.

Both parties irrevocably agree that the Courts of the Emirate of Dubai (exclusive of the DIFC Courts) shall have exclusive jurisdiction to settle any dispute, controversy, or claim arising out of or relating to this agreement.