Terms & Conditions
(version 03.0 27-08-2024)
SCOPE OF SERVICES
Ace of Maids Cleaning Services LLC provide professional residential and commercial cleaning services in Dubai, UAE. Our services include the following – Commercial cleaning; office cleaning, warehouse cleaning, shops and signboard cleaning, institutional cleaning, government cleaning, hotels housekeeping services, mall cleaning, tanks and container cleaning. For our Home Residential Cleaning services, we offer the following solutions: apartment cleaning, villa cleaning, holiday-home cleaning, office cleaning, deep cleaning, move-in/move-out cleaning, ironing services, kitchen appliance cleaning, oven cleaning and window cleaning services.
COMMERCIAL CONTRACTS
The Headings contained in these Terms are for convenience only and do not affect their interpretations. However, Text in BOLD are important, and we kindly ask you to give them careful attention.
Prevailing Language
These terms shall be available in English only. For commercial cleaning contracts both English and Arabic shall be available. In case of any discrepancies between the two versions, the English version shall prevail.
CONTRACT
These TERMS & CONDITIONS represent a contract between ACE OF MAIDS CLEANING SERVICES LLC and CLIENT. These terms will be deemed incorporated as soon as the booking confirmation is acknowledgement / Payment is received prior to service commencement, or upon signing the declaration, whichever is sooner.
This contract serves:
By scheduling any of our cleaning services with Ace of Maids Cleaning Services L.L.C., you are agreeing to the following Terms & Conditions.
TERMS OF SERVICES
HOME – SERVICE DISCLAIMER
Ace of Maids Cleaning Services L.L.C. will strive to perform its services on the agreed-upon date and time without fail. However, last minute cancellation may occur due to staff illness, which is out of our control. We will try our utmost best to accommodate schedule changes, or different cleaner allocation, however we do not give guarantee this is possible every time.
Ace of Maids Cleaning Services L.L.C. does NOT guarantee the removal of tough stains (rust, mildew, etc.) caused by hard water build-up or lack of general maintenance under Terms of Services.
Any construction materials which have been hardened or set, which cannot be removed by ordinary cleaning equipment’s will be excluded as part of the Move-in/Move-out cleaning service or Deep Cleaning service under Terms of Services. Any paint drippings or other very tough construction materials on Staircases, Handrails, Doorframes, Window Frames or any metal / powder coated surfaces which cannot be removed by our eco-friendly cleaning products, will be excluded as part of the ‘Move-in/Move-Out cleaning’ or ‘Deep Cleaning’ Terms of Services.
We require to be informed of items or surfaces needing special care. We are NOT responsible for any surfaces needing special care if we were not informed, Ace of Maids Cleaning Services L.L.C. cannot be held liable.
Ace of Maids Cleaning Services L.L.C. cannot be held liable for any damage due to fault and/or improper installation of any items. Ace of Maids Cleaning Services L.L.C. cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.
All surfaces (i.e. marble, granite, hardwood floors, wood furniture etc.) are assumed sealed and ready to clean without causing harm. We are NOT responsible for any damage caused to any unsealed stone or porous wood (Soft/Hard Wood) surfaces. Furniture on hard wood floors is assumed to have proper protection.
Ace of Maids Cleaning Services L.L.C. shall be not bear any responsibility for pets inside/outside the premise. It is the sole responsibility
All surfaces (i.e. marble, granite, hardwood floors, wood furniture etc.) are assumed sealed and ready to clean without causing harm. We are NOT responsible for any damage caused to any unsealed stone or porous wood (Soft/Hard Wood) surfaces. Furniture on hard wood floors is assumed to have proper protection.
We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage. If our staff does not feel safe in a home or environment, they will leave or we will remove them.
Home Garden & Gardening works; cleaning garden furniture, artificial turf, gardening works etc. is excluded as part of the Terms of Service.
Front of House; garage ports, garage driveways etc. are excluded as part of the Terms of Service.
Trash Removal; Client to provide easy access to garbage chute, waste bin (black bins) in their premises.
NOTICE DISCLAIMER
HOME & COMMERCIAL – DISCLAIMER
We do not outsource our staff, nor do we outsource our cleaning services to any Third (3rd) Party whatsoever. All our staff are under our own sponsorship only.
We only clean windows that can be reached with a three-step ladder for Health and Safety of our cleaning crew.
Our cleaners perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our staff to clean certain areas first or to clean in a different order, this adds additional time to your cleaning. We are happy to offer this service if needed, but you must call ahead of your cleaning so we can schedule the additional time. Any additional time accrued by our team will be charged at our current hourly rate (No Pro rata.)
Having other work done within your home while our team members are working may affect the rate and time needed to complete the cleaning to meet your expectations. The presence of other trades (third party work contractors) or excess of people in the house may cause an estimate given to be inaccurate.
For the safety of our crew, no other jobs should be carried out while our team members are cleaning your home.
No heavy furniture is allowed to be moved by our team members.
It is the responsibility of the client to provide “Basic Connections” i.e. Stable Water Supply and Electricity to your residential property. Failure to provide this will result in termination of service – without refund.
Although the cleaners are professionals, they are not miracle workers. Sometimes they are called in too late to correct damage that is already done, or items may take a couple of cleanings to look their best. We also send in a supervisor at random to do spot check on the cleaners work.
We will work with you and the cleaners in the most cost-effective way to try to remedy these spots in your home.
We are not responsible for any pets WHATSOEVER, and also not cleaning animal feces (Inside or outside your home.) It is the responsibility of pet owner to inform us if you have a sick animal in the house. As contagious disease could spread and infect the wellbeing of our staff. We ask our clients to inform us (management) of their health conditions ahead of any cleaning service – as this could potential harm other clients or staff.
COMPLAINTS; 100% Satisfaction Guarantee — If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to redo that area. Our cleaners must be allowed to come back within 48 business hours from the original cleaning.
We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a redo.
One-Time Cleaning Service — Last Minute Booking (no refund or schedules changes whatsoever.)
Electrical equipment (e.g. vacuum, iron, air fryer, or any white goods etc.), you agree to hold harmless and/or release from liability Ace of Maids Cleaning Services L.L.C. and/or any of its employees responsible for any damage or breakage to any article or component.
We will make every effort not to break items, but accidents do happen. We have third-party Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed.
It is for this reason that we avoid cleaning requests for irreplaceable, sentimental valuable items.
Damage must be reported to our office staff by phone +971 50 647 8963 or email ([email protected]) within 24 Hours of service or Ace of Maids Cleaning Services L.L.C. may not be held liable.
GATE PASS & SECURITY ACCESS
RESIDENTIAL – ACCESS
Ensuring our staff have smooth easy access into your home – all gate passes into the community, building, and villa should be arranged prior to any cleaning services, without exceptions. Allow for full access to the Residential home.
COMMERCIAL – ACCESS
Ensuring our staff have smooth easy access into your commercial establishment – all gate passes into the community, building, warehouse, mall access, commercial villa should be arranged prior to any cleaning services, without exceptions. Any required permits from developers, the authority will be arranged by the Client prior to commencement of cleaning works. Allow for full access to residential home, commercial establishment, unless mutually agreed upon.
BREAKAGE, DAMAGE, MISSING/STOLEN ITEMS POLICY
RESIDENTIAL HOME
If asked to dust/clean inside of China cabinets or hutches, start laundry, wash dishes, clean small computer equipment, TV’s, antiques or collections, or to use your equipment (e.g. vacuum or iron), you agree to hold harmless and/or release from liability Ace of Maids Cleaning Services L.L.C. and/or any of its employees responsible for any damage or breakage to any article or component.
We will make every effort not to break items, but accidents do happen. We have third-party Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.
Damage must be reported to our office staff by phone or email within 24 Hours of service or Ace of Maids Cleaning Services L.L.C. may not be held liable.
Missing / Stolen Item: To be reported by client within 48 hours.
COMMERCIAL ESTABLISHMENT
If asked to dust/clean inside of China cabinets or hutches, pantry, start laundry machine, wash dishes, clean IT Server Rooms, computers, monitors, printers, scanners, TV’s, and antique collections, or to use your equipment (e.g. vacuum or iron), you agree to hold harmless and/or release from liability Ace of Maids Cleaning Services L.L.C. and/or any of its employees responsible for any damage or breakage to any article or component.
We will make every effort not to break items, but accidents do happen. We have third-party Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed.
It is for this reason that we avoid cleaning requests for irreplaceable, sentimental valuable items.
Damage must be reported to our office staff by phone +971 50 647 8963 or email ([email protected]) within 24 Hours of service or Ace of Maids Cleaning Services L.L.C. may not be held liable.
COMPANY SCHEDULING, RESCHEDULING 1 CANCELLATION AND LOCKOUT POLICY
(One-Time Cleaning Service, ADHOC Cleaning Service, Recurring Cleaning Services, Ironing Services, Carpet / Sofa Cleaning Services, Move-in/Move-Out Cleaning Services, Deep Cleaning Services.)
COMPANY SCHEDULING
- Ace of Maids Cleaning Services L.L.C. reserves the right to cancel a booking anytime as deemed necessary – full refund to the original payment method only. (customer refund for will be sent to the original name and/or payment holder credit card details (Form: Customer Refund Forms / Document Ref: AC/OI /RF BANK TRANSFER & AC/02/RF CREDIT CARD)
- For all company initiated schedule changes due to sick personnel, public holiday or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible.
RESCHEDULING 1 CANCELLATION
We require a minimum 72 hours notice for reschedule or cancellation for One-Time Cleaning Service, ADHOC Cleaning Service, Recurring Cleaning Services, Ironing Services, Carpet / Sofa Cleaning Services, and 96 hours notice for Move-in/Move-Out Cleaning Services and Deep Cleaning Services.
- If you reschedule or cancel within 72 hours notice, no later than 48 Hours prior to your scheduled cleaning service booking time, you will be charged the cancellation penalty equal to 50% of the cleaning service rate, without exceptions.
- If you reschedule or cancel less than 48 hours notice of your cleaning service booking time, you will be charged the full 100% penalty without exceptions. We don’t like to charge a penalty, however with the last minutes cancellations, or reschedules it is has a ripple effect on other clients which is out of our control.
- Last Minute Bookings — we require our clients to fully understand what is included in the Terms of Service (Refer to. https://acemaids.com/home-cleaningl ) and cancelation and refund policy as mentioned above in the section
HOME – SERVICE DISCLAIMER.
(Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules.)
ADDITIONAL TERMS & CONDITIONS:
If for any reason a client does not have access to the residential property I.e. Community Access / Gate Access / Residential Keys / Basic Water/Electricity. Ace of Maids Cleaning Services reserves the right to charge 100% of cleaning service charges and is considered as no-show.
LOCKOUT POLICY
Our working hours are from 8:00am to 6:00pm. If for any circumstance our staff is ‘SENT AWAY’ or ‘LOCKED OUT’ from your home between these hours, there will be a cancellation fee of 100% without exceptions. We will make every effort to work within the time frame you requested, but ask not to be sent away during our working hours.
TERMS OF PAYMENTS
COMPANY PAYMENT POLICY
- Tax Invoice are issued by Ace of Maids Cleaning Services L.L.C. and are inclusive of 5% VAT.
- Ace of Maids Cleaning Services L.L.C. reserves the right to cancel a booking anytime as deemed necessary – A full refund to the original payment method only. (Form: Customer Refund Forms / Document Ref: AC/OI/RF BANK TRANSFER & AC/02/RF CREDIT CARD)
- One Time Cleaning Services / ADHOC Cleaning Services / Carpet / Sofa Cleaning – Immediate payment to confirm the booking. Invoice and sales receipt issued after receiving payment. • Recurring Cleaning Services – Prepayment on due date of invoice.
- Monthly Cleaning Services – Prepayment on due date of invoice.
- Move-in/Move-out Cleaning Services or Deep Cleaning Services – Immediate payment to confirm the booking. Invoice and Sales receipt issued after receiving payment.
To all clients having a regular cleaning service / recurring cleaning service – requiring additional hours or other services will be required to contact the bookings team to confirm availability and will fall under the category of ADHOC Cleaning Services in the Invoice description of services. Immediate payment by either credit card or bank transfer to confirm the additional service request. We cannot guarantee availability or extend the time of cleaner if the cleaner has another appointment without exceptions.
For One-Time Cleaning Services – requiring additional hours or other services will be required to contact the bookings team to confirm availability and will fall under the category of ADHOC Cleaning Services in the Invoice description of services. Immediate payment by credit card only (3% processing fee on all credits cards transaction).
PAYMENT METHODS
BANK TRANSFER
- Company Name: ACE OF MAIDS CLEANING SERVICES L.L.C.
- Bank Name: WIO Bank
- IBAN: AE320860000009712682341
- BIC / SWIFT: WIOBAEADXXX
CREDIT CARDS
(3% processing fee on all credit card transactions)
CONTACT US
OFFICE ADDRESS
ACE OF MAIDS CLEANING SERVICES L.L.C.
CONVENTION TOWER
FLOOR 5, OFFICE 5.34
TRADE CENTER SECOND
DUBAI, U.A.E.
BOOKINGS DEPT.
BOOKINGS LINE: +971 (0)50 647 8963
WHATSAPP LINE: +971 (0)50 647 8963
EMAIL: [email protected]
ACCOUNTS DEPT.
ACCOUNTS LINE: +971 (0)50 332 1360
EMAIL : [email protected]