Terms & Conditions | Twin Cleaners

These Terms & Conditions govern the cleaning services provided by Twin Window Cleaning Services LLC ("Twin Cleaners"). By booking our services you agree to these terms.

1. Company Information

Twin Window Cleaning Services LLC is a legally registered cleaning company operating in Dubai, United Arab Emirates. Registered office: Blue Wave Tower, Dubai Land, Dubai, UAE. All operations comply with Dubai Municipality regulations, UAE health and safety standards, and environmental best practices.

2. Eligibility

You must be at least 18 years old and legally capable of entering into contracts to use the services. By using the services, you confirm that you meet these eligibility requirements.

3. Scope of Services

The company provides residential and commercial cleaning services, including but not limited to:

Deep cleaning
Regular housekeeping and maid services
Carpet and sofa cleaning
Window cleaning (interior and exterior)
Solar panel cleaning
Outdoor, garage, and fence cleaning
Mosquito net installation and replacement
AC filter and vent cleaning

The company reserves the right to decline or postpone any service deemed unsafe or beyond operational capacity.

4. Bookings, Confirmations & Official Communication

Bookings can be made via website, WhatsApp, or phone.
All confirmed bookings and communication are managed exclusively through your dedicated WhatsApp group.
The group is the official and sole communication channel for confirmations, updates, cancellations, or feedback.
Messages sent to individual staff members or personal numbers are not considered official and may not be acted upon.
Clients must provide accurate access details and ensure an adult is present during service.

This policy ensures transparency, consistency, and staff safety.

5. Payment Terms

Payment is due immediately upon service completion unless otherwise agreed in writing.
Accepted payment methods: cash, bank transfer, or secure payment link.
Payments made via Stripe are subject to a 2.9% transaction fee.
Prices are in AED and may change without prior notice.
Services above AED 500 require a 50% deposit to secure the booking; the remaining 50% is due upon completion.

Refund & Cancellation

Deposits are refundable only if cancellation occurs at least 48 hours before the scheduled service.
Deposits are non-refundable within 48 hours of the service.
In verified emergencies, Twin Cleaners may, at its discretion, apply the deposit as a credit toward a future booking.
Approved refunds are processed within 7–10 business days.

6. Subscription Policy

6.1 Benefits

Fixed cleaning schedule with priority allocation
10% discount on additional services (window, sofa, and carpet cleaning)
Dedicated WhatsApp group for all coordination

6.2 Terms

Cancellation: minimum 28 days' written notice required
Session cancellation: must be requested 48 hours before the scheduled session
Rescheduling: must be requested at least 24 hours in advance
Late rescheduling: less than 12 hours' notice results in a 50% session charge
No-show: if the team cannot access the property or the client is absent, the full session fee applies

6.3 Additional Guidelines

Electricity and water must be available during service.
The property must be safe and accessible.
Valuable or fragile items must be removed or secured before service begins.
If a high-value item requires cleaning, it must be declared in writing (via the WhatsApp group) before the team starts work.
Twin Cleaners cannot be held responsible for valuables, jewelry, or cash left unattended during service.

7. Outdoor & Weather Conditions

Outdoor services (window, garage, fence, or solar panel cleaning) may be rescheduled due to rain, sandstorms, or extreme weather.
The company is not responsible for dust, leaves, or debris that may reappear after completion due to environmental conditions.
If a scheduled service falls on a public holiday, it will be rescheduled at no extra cost, subject to availability.

8. Window Cleaning Disclaimer

Clients must ensure windows and surroundings are safe for access.
Valuable items (electronics, furniture, decorations, etc.) must be removed or covered before cleaning.
The team will not move heavy or fragile items without consent.

Twin Cleaners is not liable for pre-existing scratches, cracks, or loose sealant; poorly installed or weak frames; or water ingress or interior damage caused by unsealed or defective windows. Exterior cleaning is performed only under safe weather and accessibility conditions.

8-A. Post-Renovation & Deep Cleaning Disclaimer

Deep cleaning and post-renovation cleaning services focus exclusively on safe removal of dust, cement residue, paint splatters, and surface debris left after construction or renovation.
These services require special materials, tools, and preparation; post-renovation jobs must be declared at the time of booking to ensure proper team allocation and rate application.
While the team takes maximum care during cleaning, Twin Cleaners is not responsible for any paint removal, peeling, scratches, or surface damage caused by weak paint adhesion, excess cement, or improper work by contractors.
If paint, plaster, or sealant is loose, unsealed, or poorly applied, it may detach during normal cleaning. Such issues are considered pre-existing conditions, and Twin Cleaners cannot be held liable.
Services do not include painting, polishing, or aesthetic restoration.
Clients should contact their renovation or painting contractor for aesthetic retouches or repairs required after cleaning.

9. Service Timing

The company makes every effort to arrive on time. In rare cases of delay (e.g. traffic or extended previous jobs), prompt notification will be provided. If the delay exceeds 90 minutes, the client may reschedule without penalty or receive a service credit.

10. Accidental Damage & Liability

Staff are trained to handle belongings carefully. If damage occurs directly due to the team, liability is limited to the lesser of: (a) the verified repair cost, or (b) the total service fee for that booking.

Damage must be reported immediately while the team is on-site or within 24 hours via the WhatsApp group with photos.
Undeclared fragile items, pre-existing damage, and indirect losses are excluded.
Verified incidents are reviewed within 3 working days, and remedies may include a re-clean, service credit, or partial refund.
Liability under any claim will not exceed the amount paid for the service.

11. Service Guarantee

If dissatisfied, notify the company within 24 hours via the WhatsApp group. The company will review and, if appropriate, re-clean the affected area. Complaints after this period may not qualify for compensation.

12. Health, Safety & Conduct

Staff are trained, uniformed, and expected to maintain professionalism. Clients must provide a safe and respectful working environment. Service may be terminated immediately if staff safety or dignity is compromised. Staff may refuse service if the environment is unsafe (e.g. unsecured pets, hazardous materials, or aggressive behavior).

13. Privacy & Data Protection

The company respects privacy and handles all personal data in accordance with UAE Federal Decree-Law No. 45 of 2021 (PDPL). Before/after photos are taken only for internal reporting or quality control and are never shared publicly without client consent.

14. Force Majeure

Twin Cleaners is not liable for service delays or non-performance due to weather, illness, access restrictions, or events beyond its control.

15. Termination of Service

The company may suspend or terminate services for unsafe or unsanitary property conditions; harassment or disrespectful behavior; or repeated late payments or non-payment.

16. Non-Solicitation of Staff

Clients agree not to hire or directly employ Twin Cleaners staff during or within 12 months following their last service. Breach of this clause incurs an AED 10,000 compensation for recruitment and training costs.

17. Amendments to Terms

The company may update or revise these Terms periodically to reflect legal, operational, or service changes. The latest version will always be published on the website. Continued use of the services constitutes acceptance of the updated Terms.

18. Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates, under the exclusive jurisdiction of Dubai Courts.

19. Contact Information

Twin Window Cleaning Services LLC
Blue Wave Tower, Dubai Land, Dubai, UAE
+971 4 334 7015 / +971 50 505 6015
hello@twincleaners.ae