Refund policy

Cancellation and Refund Policy

At Kleem Clean, we are committed to providing reliable and high-quality cleaning services. Please review our cancellation, rescheduling, and refund policy before confirming your booking.

Cancellations and Rescheduling

Customers may cancel or reschedule a booking by contacting us at least 24 hours before the scheduled service time.

Cancellation or rescheduling requests made less than 24 hours before the appointment may be subject to a cancellation fee.

If our cleaning team has already arrived at the location or is on the way to the customer’s address, transportation charges and part or all of the service fee may be non-refundable.

To cancel or reschedule your booking, please contact us through:

Email: kleemcleaning@gmail.com
WhatsApp: +971 54 888 3983

Customer Absence and Property Access

The customer is responsible for ensuring that our cleaning team can access the property on the agreed date and time.

If the team is unable to enter the property because the customer is unavailable, the address provided is incorrect, access permission has not been arranged, or the keys have not been provided, the booking may be considered a late cancellation and may not be eligible for a refund.

Our team may wait for a maximum of 15 minutes. Any additional waiting time may be deducted from the booked cleaning hours.

Service Complaints and Quality Issues

Customers are encouraged to inspect the completed service before the cleaning team leaves the property.

If you are not satisfied with any part of the service, please inform our team immediately so that we can review and address the issue.

Complaints submitted after the service must be reported within 24 hours and should include clear photos or videos showing the issue.

If the complaint is accepted, Kleem Clean may provide one of the following solutions:

A return visit to correct the affected area.
Service credit for a future booking.
A partial or full refund, depending on the circumstances.

Refunds will generally not be issued if the customer refuses to provide Kleem Clean with a reasonable opportunity to inspect or correct the reported issue.

Damages and Breakages

Customers must inform us before the service begins about any fragile, damaged, valuable, or sensitive items inside the property.

If an item is damaged during the cleaning service, the customer must notify Kleem Clean within 24 hours and provide any available photos, videos, receipts, or other evidence.

Kleem Clean will investigate the matter and determine the appropriate solution based on the circumstances.

Kleem Clean may not be responsible for:

Items that were already damaged, unstable, or improperly installed before the service.
Normal wear and tear.
Damage caused by incorrect installation or poor maintenance.
Items that were not disclosed as fragile or sensitive.
Damage caused by cleaning materials, chemicals, or equipment provided by the customer.
Loss of cash, jewellery, documents, or other valuable items that were not securely stored before the service.

Customers are advised to keep all personal belongings and valuable items in a secure place before the cleaning team arrives.

Cleaning Results

Some stains, marks, odours, mould, rust, grease, paint, cement, or permanent discolouration may not be completely removable.

Although our team will make reasonable efforts to achieve the best possible result, Kleem Clean does not guarantee the complete removal of all stains or damage, especially when the condition is permanent or requires specialised treatment.

The final result may depend on the age, condition, material, and previous treatment of the surface or item.

Service Duration

Cleaning services booked by the hour are based on the number of cleaners and the number of hours selected by the customer.

The cleaning team will complete as much work as reasonably possible within the booked time. Completion of the entire property is not guaranteed unless the required service duration and scope of work have been agreed upon in advance.

Customers may request additional cleaning time, subject to team availability and additional charges.

Packages and Subscriptions

Cleaning packages and recurring service plans are valid only for the period and number of visits stated at the time of purchase.

Unused visits cannot be exchanged for cash or refunded after the package has started, unless approved by Kleem Clean or required by applicable law.

Customers must provide reasonable advance notice when requesting to reschedule a package visit. Late cancellations and missed appointments may be counted as completed visits.

Promotional offers, discounted packages, free visits, and loyalty rewards are non-transferable and cannot be exchanged for cash.

Deep Cleaning and Post-Construction Cleaning

Deep cleaning and post-construction cleaning prices are based on the property details, photos, videos, and information provided by the customer.

If the actual condition or size of the property, amount of dirt, furniture, waste, paint, cement, stickers, or construction materials is significantly different from the information provided, additional charges may apply.

The customer will be informed of any additional charges before the related work is carried out.

Refunds

Approved refunds will be issued to the original payment method whenever possible.

Please allow up to 10 business days for an approved refund to be processed. Additional processing time may be required by your bank, payment provider, or credit card company.

Transportation charges, completed service hours, payment processing fees, and any costs already incurred may be deducted from the refund where applicable.

If more than 15 business days have passed since your refund was approved, please contact us at kleemcleaning@gmail.com or through WhatsApp at +971 54 888 3983.

Promotional and Discounted Bookings

Promotional bookings, discounted services, free services, loyalty rewards, and special offers may be non-refundable unless the service is cancelled by Kleem Clean.

Promotional offers cannot be combined unless clearly stated otherwise.

Cancellations by Kleem Clean

In rare circumstances, Kleem Clean may need to cancel or reschedule a booking due to staff availability, vehicle issues, emergencies, unsafe working conditions, severe weather, or circumstances beyond our reasonable control.

In such cases, the customer may choose to reschedule the service, receive service credit, or receive a refund for any service that was paid for but not provided.

Unsafe Working Conditions

Kleem Clean reserves the right to stop or refuse a service if the property contains unsafe, illegal, hazardous, abusive, or severely unhygienic working conditions that were not disclosed before the booking.

This may include hazardous chemicals, exposed electrical wires, aggressive animals, pest infestations, illegal substances, harassment, abuse, or threats towards our cleaning team.

Transportation charges and the cost of any work already completed may still apply if the service is stopped due to unsafe working conditions.