Terms and Conditions:

Effective Date: 24 March 2021 -- Last Updated: 02 Jan 2026

By using the services of Hello Cleaner Cleaning Services LLC ("we", "our", or "us"), the customer ("you", "your", or "client") agrees to the following Terms and Conditions. These terms apply to all cleaning services provided by Hello Cleaner Cleaning Services LLC and form a legally binding agreement between you and us.

1. Acceptance of Terms

By booking, requesting, or receiving services from Hello Cleaner, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions, even if you have not signed a physical copy. If you do not agree to these terms, please do not use our services.

2. Scope of Services

Services Provided: General cleaning (dusting, vacuuming, mopping, office, living room, bedrooms, bathroom, kitchen, etc.)

Add-On Services: Services such as balcony, fridge, cupboard, and wardrobe cleaning are available for an additional charge. These must be requested at the time of booking to ensure proper scheduling and pricing. 

Permitted vs. Prohibited Duties:
✅ Standard cleaning tasks
❌ Laundry, Ironing, Babysitting, pet care, cooking, driving, personal shopping, handling hazardous materials. 

Scope of Work Confirmation: 

A checklist of tasks will be confirmed at the time of booking based on the selected service. The cleaner will perform tasks according to the confirmed checklist. Any requests for additional tasks or deviations may incur additional charges. If the job exceeds the booked time, each additional hour (or part thereof) will be charged separately. Please inform us of any specific requirements at the time of booking to avoid delays or misunderstandings.

3. Booking & Scheduling

All bookings must be confirmed by our customer service team. Booking confirmations will be sent via email. We reserve the right to reschedule bookings due to unforeseen circumstances such as traffic, weather conditions, or staff availability.

Please note that cleaners may arrive up to one (1) hour before or after the scheduled appointment time due to traffic or other unforeseen conditions. We appreciate your understanding and will do our best to keep you informed of any delays.

Price Changes: Prices for our services are subject to change at any time. In the event of a price increase, we will provide reasonable advance notice via email or other contact information provided. Continued use of our services after such notice constitutes acceptance of the new pricing.

Access to Premises: If cleaners are denied access at the scheduled time, the full-service fee may still apply.

Automatic Renewal: 

For clients enrolled in monthly packages, the agreement will automatically renew each month unless written notice of termination is provided.

4. Monthly Package Terms

Payment: In advance; credit facility case-by-case

Due date: For credit customers due date is 30^th of every month.

Termination: Monthly packages may be terminated by with 30 days’ advance notice sent via email to booking@hellocleaner.ae If the client fails to provide 30 days' notice, a one-month service fee will be charged in lieu of notice. Services will continue during the notice period unless otherwise agreed in writing.

Holiday Suspension: 14 days’ notice or pay in lieu

Reinstatement: Previous cleaner reassigned if available

5. Payment Terms

Mode of Payment: Bank Transfer / Card Payment

Payment Modes & Policy:

We do not accept cash payments. Payments can be made using the following methods: Bank Transfer, Credit/Debit Card, Secure Payment Links. Please note that additional surcharges apply for Credit/Debit Card, Secure Payment Links. All service prices are subject to VAT in accordance with UAE law.

Bank Details:
Bank Name: WIO Bank
Account Name: Hello Cleaner Cleaning Services LLC
Account Number: 9577207525
IBAN: AE190860000009577207525
BIC/SWIFT: WIOBAEADXXX

Important: All bank transfers must be made to this account only. Please include your invoice number or booking reference in the payment description to ensure accurate processing.

Invoice Disputes Policy: Any invoice discrepancies must be reported within 2 days of receipt. After this period, invoices are deemed accepted.

Non-Payment & Refusal of Service Policy: Clients are required to settle all payments for confirmed services as per the agreed payment schedule. In the event of refusal to pay or failure to complete payment within the due date:

Late Fees: A late fee of AED 100 will be applied for invoices unpaid beyond 5 days from the due date.
Service Suspension: Hello Cleaner Cleaning Services LLC reserves the right to suspend ongoing or future services until outstanding payments are cleared.
Termination: Continued non-payment or payment disputes without valid basis may result in permanent termination of services, without prior written notice.
Legal Action: If payment remains unresolved after 14 days of the due date, Hello Cleaner reserves the right to initiate legal collection proceedings and recover any legal, administrative, or collection costs incurred.
Refusal of Future Bookings: Clients with unresolved payment histories or chargebacks may be barred from future bookings until full resolution is achieved.

6. Cancellation & Rescheduling

Cancel/reschedule ≥48 hrs: Free
Cancel/reschedule <48 hrs: AED 50 fee
Cancel <12 working hrs: Full service fee applies

7. Client Responsibilities

Clients are required to provide all necessary cleaning materials and equipment, including but not limited to: vacuum cleaner, mop, microfiber cloths, multi-purpose cleaner, floor cleaner, toilet cleaner, and glass cleaner. All client-provided equipment must be safe, functional, and suitable for use. Hello Cleaner Cleaning Services LLC is not liable for delays or incomplete service caused by insufficient or faulty equipment provided by the client.

8. Operational Policies

Staff Absence and Replacement: In the event that your assigned cleaner is unavailable due to illness, vacation, or termination of contract, Hello Cleaner Cleaning Services LLC will make reasonable efforts to provide a suitable replacement cleaner to ensure continuity of service. We will notify you as soon as possible of any such changes.

Communication & Complaints: Any service issues, damages, or incidents must be reported to Hello Cleaner Cleaning Services LLC within 24 hours of the appointment via WhatsApp or email. Clients may be required to be present on-site for inspection or investigation purposes. Failure to report within the specified timeframe may affect our ability to resolve the issue.

Public Holiday Policy: Hello Cleaner Cleaning Services LLC generally does not operate on UAE public holidays. In the event that a scheduled service falls on a public holiday, we will notify you in advance if our team will not be working. Clients may request rescheduling where possible, subject to availability.

Privacy Notice: For your own protection and privacy, we strongly advise against sharing your mobile number or any personal contact information directly with our cleaning staff. All communications should be handled through our official channels to ensure your safety and service quality.

Photos for Documentation: Client consents to photos being taken of service areas for quality assurance and dispute resolution purposes.

Key Handling Policy: If a key is provided, it will be stored securely and used only for scheduled services. The company is not responsible for keys left in unsecured locations.

9. Legal Provisions

Acceptance of Terms: By accessing, booking, or using Hello Cleaner Cleaning Services LLC’s services through any platform (including phone, WhatsApp, website, or email), the client acknowledges and agrees to be bound by the terms and conditions outlined in this Agreement — whether or not a physical or digital signature has been provided. Use of our services in any form constitutes full acceptance of all policies, terms, and responsibilities listed herein

Contact & Office Hours:

Mon–Sat, 8:00 AM–7:00 PM | Tel: +971 4 349 0868 | WhatsApp: +971 50 449 5787 | Email: booking@hellocleaner.ae

Monthly Packages: Monthly packages require a minimum of four (4) appointments per month. If fewer than four appointments are booked within the month, standard one-time booking rates will apply for the completed appointments.

Service Duration Policy: The allocated service time must be appropriate for the size of the home and the scope of tasks requested. If the required work exceeds the standard booking time, additional hours may be necessary and will be charged accordingly. To ensure efficient and thorough service, we recommend providing accurate information about your property and specific cleaning needs at the time of booking.

Non-Solicitation: Clients agree not to directly or indirectly solicit, employ, or engage any employee, contractor, or cleaner introduced by Hello Cleaner Cleaning Services LLC or any subsidiary of Hello Holding Limited for private or commercial work outside the scope of our services, during the term of service and for a period of twelve (12) months following the termination of services. In the event of a breach of this clause, a penalty fee of AED 12,000 will apply. Hello Cleaner reserves the right to pursue legal action and seek additional damages where applicable.

Indemnity Clause: Client agrees to indemnify and hold harmless Hello Cleaner Cleaning Services LLC against any claims, damages, or losses arising from misuse of cleaning products or unsafe conditions on the premises.

Force Majeure Clause: Neither party shall be liable for failure to perform due to events beyond reasonable control, including acts of God, labor disputes, or governmental actions.

Compliance with UAE Laws: All services are provided in compliance with the applicable laws and regulations of the United Arab Emirates, including labor and taxation guidelines.

Harassment / Misconduct Clause: Any form of harassment including verbal abuse, inappropriate comments or physical misconduct towards our staff will result in immediate termination of services and possible legal action.

10. Refunds, Claims & Quality:

Satisfaction, Refund & Claims: We strive to provide excellent service and customer satisfaction. To ensure fair and timely resolutions, the following policies apply: Any dissatisfaction with the service must be reported within 24 hours of the appointment. The maximum resolution amount, whether by refund or service credit, is limited to the amount paid for the specific appointment. Damage claims must be submitted within 24 hours and include the following: clear photographs of the damage, and original purchase receipts. Claims exclude cash, jewelry, electronics, or any sentimental or irreplaceable items. Please store such items securely before service.

Quality Policy: At Hello Cleaner Cleaning Services LLC, we are committed to delivering high-quality, reliable cleaning services by adhering to the following standards:

Customized Service: We tailor our cleaning services to meet the specific needs and preferences of each client.

Trained Staff: Our cleaning professionals receive continuous training to maintain high service standards and stay updated with best practices.

Quality Assurance: We implement strict quality control measures including unannounced site visits, routine inspections, follow-up calls, and regular client feedback requests to ensure consistent service excellence.

11. Dispute Resolution

Client Rights & Escalation: Clients have the right to lodge complaints or raise concerns within 24 hours of the service. We are committed to addressing all issues promptly and professionally. If a matter remains unresolved, clients may escalate the issue to our management team by emailing manager@hellocleaner.ae for a formal review and resolution.