Terms of service

TERMS OF SERVICE

Last updated: July 18, 2026

OVERVIEW

Welcome to KLEEM CLEAN.

The terms “KLEEM CLEAN,” “we,” “us,” and “our” refer to KLEEM CLEAN Cleaning Services. We operate this website and provide residential and commercial cleaning services in Abu Dhabi, United Arab Emirates.

Our website is powered by Shopify, which provides the online platform that allows us to display, offer, and accept bookings for our services.

These Terms of Service, together with our Privacy Policy, Cancellation and Refund Policy, and any other policies displayed on our website, govern your use of the website and your booking and use of our cleaning services.

By accessing our website, submitting a booking, making a payment, or using any of our services, you confirm that you have read, understood, and agreed to these Terms.

If you do not agree to these Terms, you should not use our website or book our services.

SECTION 1 — ELIGIBILITY AND CUSTOMER INFORMATION

By using our website or booking our services, you confirm that you are at least 18 years old or have the legal authority to enter into an agreement on behalf of the person or organisation receiving the service.

You agree to provide accurate, current, and complete information when making a booking, including:

  • Your full name.

  • Mobile number and email address.

  • Correct property or service address.

  • Property type and size.

  • Requested service.

  • Preferred date and time.

  • Access instructions.

  • Any information relevant to the safety or completion of the service.

You are responsible for notifying us of any changes to the booking information before the scheduled appointment.

KLEEM CLEAN will not be responsible for delays, missed appointments, or additional costs resulting from incorrect, incomplete, or outdated information provided by the customer.

SECTION 2 — OUR CLEANING SERVICES

KLEEM CLEAN may offer services including, but not limited to:

  • Hourly cleaning services.

  • Regular residential cleaning.

  • Deep cleaning.

  • Post-construction cleaning.

  • Move-in and move-out cleaning.

  • Office and commercial cleaning.

  • Sofa, carpet, mattress, curtain, and upholstery cleaning.

  • Window and glass cleaning.

  • Periodic cleaning packages.

  • Other cleaning and maintenance-related services displayed on our website.

The availability, scope, duration, and price of each service may vary depending on the property, location, condition, size, number of cleaners required, and selected service package.

We reserve the right to add, change, suspend, or discontinue any service at any time.

SECTION 3 — SERVICE DESCRIPTIONS AND ESTIMATES

We make reasonable efforts to ensure that service descriptions, prices, images, and information displayed on our website are accurate.

However, photographs and descriptions are for general illustration and may not represent the exact condition or cleaning requirements of every property.

Prices provided based on photographs, videos, telephone conversations, or customer descriptions are estimates unless confirmed as a fixed quotation in writing.

The final price may change if:

  • The property size differs from the information provided.

  • The actual condition is significantly worse than described.

  • Additional rooms, furniture, balconies, windows, or areas are included.

  • Heavy stains, grease, mould, paint, cement, stickers, waste, or construction materials are present.

  • Specialist chemicals, equipment, or additional cleaners are required.

  • The customer requests additional work.

  • Access or working conditions increase the required service time.

We will inform the customer before performing any work that requires an additional charge whenever reasonably possible.

SECTION 4 — BOOKINGS AND ACCEPTANCE

Submitting a booking through our website, WhatsApp, telephone, email, or any other channel is a request for service and does not automatically guarantee acceptance.

A booking is considered confirmed only after KLEEM CLEAN:

  • Confirms the date and time;

  • Confirms the requested service; and

  • Receives any required deposit or payment.

We reserve the right to accept, reject, reschedule, or cancel a booking due to availability, location, inaccurate information, unsafe conditions, payment issues, or any other reasonable operational reason.

Customers should review all booking details carefully before confirming payment.

SECTION 5 — PRICES AND PAYMENTS

All prices are stated in UAE dirhams unless otherwise indicated.

The applicable price will be the price confirmed at the time the booking is accepted, subject to any additional work or charges approved by the customer.

Payment may be required:

  • In full when placing the booking;

  • Partially as a deposit;

  • Before the service begins; or

  • Immediately after completion of the service.

The payment requirement may depend on the service type, booking amount, package, customer history, or quotation terms.

Customers agree to provide accurate and authorised payment information.

KLEEM CLEAN may refuse or suspend a service if payment is declined, incomplete, unauthorised, or overdue.

Any applicable taxes, payment processing fees, parking charges, access fees, permit fees, or other charges will be communicated where applicable.

SECTION 6 — PROPERTY ACCESS

The customer is responsible for ensuring that our team can enter the property at the confirmed date and time.

The customer must arrange any required:

  • Security approval.

  • Community access permit.

  • Parking access.

  • Gate pass.

  • Building management approval.

  • Keys, access cards, or door codes.

  • Permission from the owner or authorised occupant.

If our team cannot enter the property because access was not arranged, the booking may be treated as a late cancellation or missed appointment.

Transportation, waiting time, and other costs already incurred may still be charged.

SECTION 7 — CUSTOMER RESPONSIBILITIES

Before the service begins, the customer must:

  • Provide a safe and accessible working environment.

  • Inform us of any fragile, valuable, damaged, or sensitive items.

  • Secure cash, jewellery, documents, electronic devices, and valuables.

  • Inform us of any surfaces requiring special cleaning methods.

  • Inform us of any allergies or chemical sensitivities.

  • Disclose the presence of mould, pests, hazardous materials, bodily fluids, needles, or other health risks.

  • Secure pets or animals that may disturb or endanger the cleaning team.

  • Ensure that electricity and running water are available where required.

  • Remove personal items or clutter where necessary to allow cleaning.

KLEEM CLEAN may be unable to complete certain tasks where the customer has not provided suitable access, preparation, water, electricity, or a safe working environment.

SECTION 8 — HOURLY CLEANING SERVICES

Hourly cleaning services are based on the number of cleaners and hours selected by the customer.

Our team will complete as much work as reasonably possible within the booked time.

Booking a specific number of hours does not guarantee that the entire property or every requested task will be completed.

The amount of work completed depends on factors including:

  • Property size.

  • Property condition.

  • Number of requested tasks.

  • Level of dirt and clutter.

  • Number of cleaners.

  • Accessibility of the areas.

  • Type of cleaning required.

The customer should identify priority areas at the beginning of the service.

Additional time may be requested, subject to team availability and additional charges.

SECTION 9 — DEEP CLEANING AND POST-CONSTRUCTION CLEANING

Deep cleaning and post-construction cleaning prices are based on the information, photographs, videos, plans, measurements, or site inspection provided before the service.

The customer must disclose whether the property contains:

  • Paint.

  • Cement.

  • Grout.

  • Silicone.

  • Adhesive.

  • Stickers.

  • Construction dust.

  • Large waste materials.

  • Heavy grease.

  • Mould.

  • Pest contamination.

  • Furniture or stored materials.

Construction waste removal, specialist restoration, high-level external access, scaffolding, heavy lifting, or removal of permanent paint, cement, glue, or damage may not be included unless specifically stated in the quotation.

Additional charges may apply if the condition of the property differs materially from the original information provided.

SECTION 10 — CANCELLATIONS AND RESCHEDULING

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

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

If our cleaning team has already departed for the property, arrived at the location, or incurred transportation or access costs, those costs may be deducted from any refund.

Missed appointments, last-minute cancellations, or failure to provide access may be non-refundable.

Bookings made under promotional offers, packages, or special rates may be subject to separate cancellation conditions displayed at the time of booking.

Further details are available in our Cancellation and Refund Policy.

SECTION 11 — ARRIVAL TIMES, DELAYS, AND WAITING

Scheduled arrival times are provided in good faith.

Reasonable delays may occur due to traffic, weather, previous appointments, security procedures, vehicle issues, emergencies, or circumstances outside our control.

We will make reasonable efforts to notify the customer of significant delays.

Our team may wait for a maximum of 15 minutes if the customer is unavailable or access has not been provided.

Waiting time may be deducted from the booked cleaning hours.

If access is not provided within the waiting period, the booking may be considered a missed appointment.

SECTION 12 — SERVICE QUALITY AND COMPLAINTS

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

Any issue identified during the service should be reported immediately to the team or to KLEEM CLEAN.

Complaints submitted after completion should be reported within 24 hours and should include clear photographs or videos showing the affected area.

We may request reasonable access to inspect and correct the reported issue.

Depending on the circumstances, KLEEM CLEAN may offer:

  • A return visit to correct the affected area.

  • Completion of an omitted task.

  • Service credit.

  • A partial refund.

  • A full refund where appropriate.

A refund may not be available where the customer refuses to provide a reasonable opportunity for us to inspect or correct the reported issue.

Nothing in these Terms limits any mandatory rights available to consumers under applicable UAE law.

SECTION 13 — CLEANING RESULTS AND PERMANENT STAINS

KLEEM CLEAN will use reasonable care and skill when providing cleaning services.

However, we do not guarantee the complete removal of every stain, mark, odour, discolouration, mould deposit, rust, grease, paint, cement, adhesive, or other substance.

Some marks may be permanent or may require specialist restoration rather than normal cleaning.

Results may depend on:

  • The age of the stain.

  • The material or surface.

  • Previous cleaning attempts.

  • Existing wear or damage.

  • Manufacturer instructions.

  • Colour-fastness.

  • The chemicals or equipment that may safely be used.

We may refuse to use a cleaning method if we reasonably believe it could damage the surface, fabric, furniture, appliance, or property.

SECTION 14 — FRAGILE ITEMS, VALUABLES, AND EXISTING DAMAGE

The customer must notify us before the service begins of any:

  • Fragile items.

  • Valuable items.

  • Antiques.

  • Artwork.

  • Unstable furniture.

  • Damaged fittings.

  • Cracked glass.

  • Loose fixtures.

  • Sensitive materials.

  • Items requiring special handling.

Customers should securely store cash, jewellery, watches, documents, medicines, keys, electronic devices, and other valuable or personal items.

KLEEM CLEAN may not be responsible for loss or damage to valuables that were not secured or disclosed before the service.

We may photograph or document existing damage before beginning the service where reasonably necessary.

SECTION 15 — DAMAGE AND BREAKAGE CLAIMS

If an item is damaged during the service, the customer must notify KLEEM CLEAN as soon as reasonably possible and preferably within 24 hours.

The customer should provide:

  • Clear photographs or videos.

  • A description of the incident.

  • Proof of ownership where applicable.

  • Purchase receipts or evidence of value where available.

  • Repair or replacement quotations where requested.

We will investigate the matter fairly and may offer repair, replacement, service credit, partial compensation, or another reasonable solution depending on the circumstances.

KLEEM CLEAN may not be responsible for damage resulting from:

  • Pre-existing defects or damage.

  • Normal wear and tear.

  • Poor installation.

  • Loose, unstable, or unsafe items.

  • Deteriorated materials.

  • Manufacturer defects.

  • Incorrect maintenance.

  • Customer-provided chemicals or equipment.

  • Failure to disclose that an item was fragile or sensitive.

  • Following the customer’s instructions against our recommendation.

Any liability will be assessed subject to applicable UAE law and the evidence available.

SECTION 16 — PETS AND ANIMALS

Customers must inform us before the appointment if animals are present at the property.

Animals must be safely secured where they may disturb, obstruct, frighten, or endanger the cleaning team.

KLEEM CLEAN is not responsible for an animal escaping where the animal was not properly secured by the customer.

We may stop or refuse the service if an animal presents a safety risk.

SECTION 17 — UNSAFE OR UNACCEPTABLE CONDITIONS

KLEEM CLEAN reserves the right to refuse, suspend, or stop a service where the property contains unsafe, illegal, abusive, hazardous, or severely unhygienic conditions that were not disclosed before booking.

This may include:

  • Exposed electrical wiring.

  • Unsafe structures or ceilings.

  • Hazardous chemicals.

  • Gas leaks.

  • Fire hazards.

  • Needles or sharp medical waste.

  • Human or animal waste.

  • Serious pest infestation.

  • Aggressive animals.

  • Illegal substances.

  • Harassment, abuse, discrimination, or threats toward our team.

  • Any condition that creates an unreasonable health or safety risk.

Charges may still apply for transportation, waiting time, materials used, and work completed before the service was stopped.

SECTION 18 — PACKAGES, SUBSCRIPTIONS, AND RECURRING SERVICES

Cleaning packages and recurring plans are valid only for the period, number of visits, service hours, and service area confirmed at the time of purchase.

Unless otherwise agreed:

  • Unused visits cannot be exchanged for cash.

  • Visits must be used within the package validity period.

  • Missed appointments and late cancellations may be counted as completed visits.

  • Package visits are subject to team availability.

  • Packages may not be transferred to another customer or property without approval.

  • Additional hours or services will be charged separately.

KLEEM CLEAN may change the assigned cleaner when necessary due to availability, leave, illness, operational requirements, or emergencies.

SECTION 19 — PROMOTIONS, DISCOUNTS, AND LOYALTY REWARDS

Promotional offers, discounts, vouchers, free services, and loyalty rewards are subject to the specific conditions displayed with the offer.

Unless otherwise stated:

  • Offers cannot be combined.

  • Offers cannot be exchanged for cash.

  • Offers are non-transferable.

  • Offers are valid only during the stated promotional period.

  • Offers may be limited to selected services or locations.

  • Discounted or free services may not be refundable.

  • Misuse of promotional codes may result in cancellation.

We reserve the right to amend or withdraw a promotion before a booking is confirmed.

SECTION 20 — CANCELLATIONS BY KLEEM CLEAN

KLEEM CLEAN may cancel or reschedule a service because of:

  • Staff unavailability.

  • Vehicle breakdown.

  • Emergency.

  • Severe weather.

  • Unsafe working conditions.

  • Security or access restrictions.

  • Technical or payment issues.

  • Circumstances beyond our reasonable control.

Where we cancel a paid service that has not been provided, the customer may choose, where applicable, between:

  • Rescheduling the service;

  • Receiving service credit; or

  • Receiving a refund for the unprovided service.

We will not be responsible for indirect expenses or losses arising from a reasonable cancellation or rescheduling, except where required by applicable law.

SECTION 21 — THIRD-PARTY PAYMENT AND BOOKING SERVICES

Our website and booking systems may include services provided by Shopify, payment processors, messaging platforms, mapping providers, and other third parties.

Your use of third-party services may also be governed by their own terms and privacy policies.

We are not responsible for third-party websites, platforms, interruptions, processing delays, or services outside our reasonable control.

However, your booking and purchase of cleaning services are made directly with KLEEM CLEAN and not with Shopify.

SECTION 22 — RELATIONSHIP WITH SHOPIFY

Our online store is hosted by Shopify, which provides the technology used to operate our website and accept online bookings or payments.

Shopify is not the provider of the cleaning services purchased from KLEEM CLEAN.

Any agreement for cleaning services is directly between the customer and KLEEM CLEAN.

Shopify is not responsible for the performance, quality, cancellation, refund, damage, injury, loss, or dispute relating to cleaning services provided by KLEEM CLEAN.

SECTION 23 — PRIVACY

Personal information collected through our website, booking systems, customer communications, and services will be handled in accordance with our Privacy Policy.

We may collect information including:

  • Customer names.

  • Telephone numbers.

  • Email addresses.

  • Service addresses.

  • Booking information.

  • Payment and transaction information.

  • Property photographs or videos voluntarily provided by the customer.

  • Communications and customer service records.

  • Website and device usage information.

Some information may be processed by Shopify, payment providers, or other service providers necessary to operate our website, process payments, manage bookings, and deliver our services.

Please review our Privacy Policy for further information.

SECTION 24 — INTELLECTUAL PROPERTY

All content displayed on our website, including our company name, logo, designs, text, photographs, videos, graphics, service descriptions, and branding, is owned by or licensed to KLEEM CLEAN unless otherwise stated.

The content may not be copied, reproduced, republished, distributed, modified, sold, or used for commercial purposes without our prior written permission.

Customers may use the website only for lawful, personal, and non-commercial purposes.

SECTION 25 — CUSTOMER REVIEWS AND FEEDBACK

If you submit a review, photograph, testimonial, comment, suggestion, or other feedback, you confirm that:

  • The content is accurate and based on your genuine experience.

  • You have the right to submit it.

  • It does not violate another person’s rights.

  • It is not unlawful, abusive, threatening, defamatory, obscene, or misleading.

  • It does not contain malicious software or confidential information.

Subject to applicable privacy laws, you grant KLEEM CLEAN permission to use, reproduce, display, and share submitted reviews or testimonials for business and marketing purposes.

We may remove feedback that violates these Terms or applicable law.

SECTION 26 — WEBSITE ERRORS AND AVAILABILITY

Information on our website may occasionally contain errors, omissions, or outdated details relating to service descriptions, prices, promotions, availability, or booking times.

We reserve the right to correct errors, update information, or cancel an affected booking.

If a confirmed and paid booking is cancelled because of a pricing or system error, we will offer a correction, alternative booking, service credit, or refund as appropriate.

We do not guarantee that the website will always be available, uninterrupted, secure, or error-free.

SECTION 27 — PROHIBITED USES

You may not use our website or services:

  • For any unlawful or fraudulent purpose.

  • To provide false or misleading booking information.

  • To harass, threaten, abuse, or harm our employees or cleaners.

  • To interfere with the operation or security of the website.

  • To upload malware, viruses, or harmful code.

  • To collect personal information about others without permission.

  • To copy or exploit website content without authorisation.

  • To make fraudulent payments or chargeback claims.

  • To impersonate another person or organisation.

  • To book services for an unsafe or illegal location.

  • To violate any applicable UAE law or regulation.

We may refuse service, suspend an account, or cancel a booking where we reasonably believe these Terms have been violated.

SECTION 28 — DISCLAIMER OF WARRANTIES

We will provide our cleaning services with reasonable care and skill.

However, to the fullest extent permitted by applicable law, we do not guarantee that:

  • Every stain or mark will be removed.

  • Every requested task will be completed within an hourly booking.

  • The website will always operate without interruption.

  • Service outcomes will be identical in every property.

  • Service availability will be continuous in every location.

Nothing in these Terms excludes any warranty, obligation, or consumer right that cannot legally be excluded under applicable UAE law.

SECTION 29 — LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, KLEEM CLEAN will not be liable for indirect, incidental, special, or consequential losses, including loss of profits, business interruption, loss of opportunity, or loss of data arising from the use of our website or services.

This limitation does not apply where liability cannot legally be excluded or limited, including liability arising from fraud, wilful misconduct, gross negligence, or any mandatory consumer protection right.

Where permitted by law, our liability will be limited to the reasonable direct loss proven by the customer and connected to the specific service giving rise to the claim.

SECTION 30 — INDEMNIFICATION

You agree to be responsible for losses, claims, costs, or damage caused by:

  • Your breach of these Terms.

  • False or incomplete information provided by you.

  • Unsafe conditions at the service location.

  • Your violation of applicable law.

  • Your infringement of another person’s rights.

  • Your misuse of our website or services.

This section applies only to the extent permitted by applicable law.

SECTION 31 — EVENTS OUTSIDE OUR CONTROL

KLEEM CLEAN will not be responsible for a delay or failure caused by events beyond our reasonable control, including:

  • Severe weather.

  • Flooding.

  • Road closures.

  • Government restrictions.

  • Building or community access restrictions.

  • Power or water failure.

  • Internet or payment system interruption.

  • Vehicle breakdown.

  • Labour shortage.

  • Public emergency.

  • Fire.

  • Natural disaster.

  • Other force majeure events.

We will make reasonable efforts to communicate with the customer and reschedule or resolve the affected booking.

SECTION 32 — TERMINATION OR REFUSAL OF SERVICE

We may refuse, suspend, or terminate access to our website or services if:

  • The customer breaches these Terms.

  • Payment remains outstanding.

  • Staff are threatened, harassed, or abused.

  • Fraud or unlawful activity is suspected.

  • The property is unsafe.

  • The customer repeatedly cancels or misses appointments.

  • Continuing the service would expose our team or business to unreasonable risk.

Any amounts properly due for work completed, materials used, transportation, or cancellation charges will remain payable.

SECTION 33 — SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be limited or removed only to the extent necessary.

The remaining provisions will continue to apply.

SECTION 34 — NO WAIVER

If KLEEM CLEAN does not immediately enforce a right or provision under these Terms, this does not mean that the right or provision has been waived.

Any waiver must be confirmed by us in writing.

SECTION 35 — ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, Cancellation and Refund Policy, confirmed quotation, booking confirmation, and any service-specific conditions, form the entire agreement between KLEEM CLEAN and the customer regarding the relevant service.

If there is a conflict between these Terms and a written quotation or service-specific agreement, the service-specific written terms will apply to that booking.

SECTION 36 — GOVERNING LAW AND JURISDICTION

These Terms and any booking or service agreement between the customer and KLEEM CLEAN will be governed by the applicable laws of the United Arab Emirates.

Subject to any mandatory consumer complaint or dispute procedure, the courts of Abu Dhabi, United Arab Emirates, will have jurisdiction over disputes arising from these Terms or our services.

Nothing in this section limits any mandatory consumer right or legal remedy available under applicable UAE law.

SECTION 37 — CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes in our services, operations, technology, policies, or applicable legal requirements.

The updated version will be published on this page with a revised “Last updated” date.

Changes will apply from the date stated in the updated version and will not normally affect a booking already confirmed unless required by law or agreed with the customer.

SECTION 38 — CONTACT INFORMATION

Questions, complaints, cancellation requests, or enquiries concerning these Terms should be sent to:

KLEEM CLEAN Cleaning Services
Abu Dhabi, United Arab Emirates
Email: kleemcleaning@gmail.com
WhatsApp: +971 54 888 3983