Terms & Conditions | Twin Cleaners

Effective from 20 June 2026. 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 cleaning
Water tank cleaning
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.

Your booking is for the cleaning service, not a specific team member. We aim to send the same cleaner, but if yours is unavailable, for example through illness or leave, we will send another vetted team member to carry out the same service to the same standard. A change of cleaner is not a change to your booking and is not a reason to cancel the session or to claim a refund. If you are not satisfied with the clean itself, clause 11 applies.

4-A. Working With Our Team

So every booking is properly recorded, please engage our team only through the Company:

All bookings, requests, changes and payments go through Twin Cleaners and our official channels. Our team members are not permitted to take bookings, agree prices or discounts, or arrange work privately with you.
Please communicate through your dedicated WhatsApp group, not the personal numbers of individual staff. Messages sent to personal numbers are not official and may not be acted upon.
Payment for the service is always made to the Company. Where you pay in cash, the team member receives it on the Company's behalf and the amount is confirmed in your WhatsApp group, so it is properly recorded. Payment is never a private cash arrangement with an individual team member.
Tips and gifts for great work are welcome, and our team may accept them, as long as they are mentioned in your WhatsApp group. Mentioning it keeps a clear record. A Google review is always appreciated too, and helps the whole team.
Any extra task or change to the agreed work is arranged with the Company, so it is quoted and recorded correctly, rather than privately on the day with the cleaner.
Our team works to the agreed scope and our published pricing.

Arranging or paying for cleaning work privately with a team member, outside the Company, is a breach of these Terms. Where it amounts to engaging that team member to work for you, or for any household or business connected with you, it is also treated as solicitation of our staff under Section 16.

5. Payment Terms

Payment is due immediately upon service completion unless otherwise agreed in writing.
Our preferred payment methods are bank transfer and secure payment link, which keep a clear record. Cash is also accepted where agreed in advance.
If you pay in cash, please confirm the amount in your WhatsApp group at the time of payment, so it is recorded as payment to the Company. Our team receive any cash on the Company's behalf only. They are not permitted to accept cash as a private payment, to keep it for themselves, or to take payment for any work arranged outside the Company.
All prices are in AED and, where applicable, include VAT. The price quoted and confirmed for your booking is the price you pay; we will not change it without your agreement unless you ask us to vary the work, or the property differs materially from what was described, in which case any change is agreed with you first.
We may update our standard published rates from time to time; updated rates apply only to new bookings made after the change.
For larger bookings, recurring schedules, or jobs requiring dedicated team time, we may ask for a deposit to secure your slot. Where a deposit applies, the amount is shown and agreed with you in your WhatsApp group at the time of booking, and the balance is due on completion.

Refund & Cancellation

Cancellations or rescheduling requested at least 48 hours before the scheduled service: at your choice, any deposit is refunded in full or moved to a new date. The first reschedule of a booking is complimentary.
The first reschedule of a booking is free. If the same booking is rescheduled more than once, we may apply a rebooking fee reflecting the time and slot we reserved and held for you and the admin involved, agreed with you in advance. For larger or deposit-secured bookings such as deep cleaning, we may instead retain a reasonable part of the deposit, or ask for a new deposit to hold the new date. Genuine emergencies are handled case by case.
Within 48 hours of the service, or for a no-show, we may retain the part of the deposit that reflects the team time and slot we had genuinely reserved for you. Any balance beyond that is refunded or, if you prefer, moved to a new date.
If Twin Cleaners cancels or is unable to perform the service, any deposit is refunded to you in full.
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. Refunds do not affect your rights under UAE consumer law (see clause 17-A).

Which cancellation terms apply. The cancellation and rescheduling terms in this clause 5 apply to all bookings, including any extra or one-off clean requested by a subscription client. The terms in clause 6.2 apply only to the regular scheduled sessions that form part of an active subscription plan. If a booking could fall under both, clause 6.2 applies to the scheduled subscription session and this clause 5 applies to everything else.

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: please request at least 48 hours before the scheduled session.
Rescheduling: please request at least 24 hours in advance, and we will move you to the next available slot at no charge.
Late rescheduling: where less than 12 hours' notice is given, a charge reflecting the team time and slot we had reserved for you may apply. This charge is a pre-estimate of that cost, not the full session price, and is governed by clause 17-A.
No-show or no-access: where our team attends and cannot reach the property, or no one is present, a charge reflecting the wasted visit and reserved time may apply, as a pre-estimate of the wasted visit and reserved time (see clause 17-A).

These subscription terms cover scheduled subscription sessions only; clause 5 covers all other bookings, including any extra or one-off clean requested by a subscription client.

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 we are not operating on a public holiday that falls on your scheduled date, we will reschedule your service at no extra cost, subject to availability. Where we are operating as normal on that day, your booking goes ahead as scheduled.

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.
If a job is booked as a standard clean but is found on arrival to be post-renovation or builder's cleaning, it needs extra time, materials and team. The visit goes ahead on the day; finding this on arrival is not a reason to postpone the service. An additional charge of at least AED 1,000 applies for the extra work, which we confirm with you on site. If you prefer not to add it, we carry out the standard clean you booked, to a standard-clean standard, and the heavier post-renovation residue that a standard clean does not remove is not included. We are not obliged to carry out post-renovation work at a standard-clean price.
Where we have worked with reasonable skill and care, 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.

8-B. Upholstery, Carpet, Mattress & Curtain Cleaning

Cleaning upholstery, carpets, rugs, mattresses and curtains has inherent limitations that depend on the age, material, dye and prior condition of each item.

Stain and odour removal cannot be guaranteed. Old, set-in, dye-based, ink, oil, paint, rust, watermark, biological or unknown stains may be permanent or only partly reversible, and some odours may persist despite treatment.
Delicate and unlabelled fabrics carry inherent risk. Colour-fastness issues, colour bleeding, shrinkage, watermarking and changes in texture are inherent risks on delicate, aged, silk, wool, viscose, leather or non-colourfast materials. Where an item has no care label or its composition is unknown, we clean it at your request after informing you of this risk.
Where reasonably possible we spot-test an inconspicuous area first, though some reactions only appear during or after cleaning.
Heavily soiled items may need more than one treatment to reach an acceptable result; any repeat treatment is agreed with you in advance and may be chargeable.
If we recommend against a treatment, or against pushing a stain or soil further because of the risk to the item, and you ask us to proceed anyway, we do so at your request and are not responsible for any resulting damage, such as colour loss, texture change or fibre damage.

Where these limitations apply and we have worked with reasonable skill and care, the outcome is a characteristic of the item, not a fault in our service. This does not limit our responsibility for any damage caused by our own negligence or use of unsuitable methods.

8-C. Aftercare for Wet-Cleaned Items

Upholstery, carpets, mattresses and curtains hold moisture after cleaning and must dry fully. After our team leaves, please:

Keep the room well ventilated and run a fan or the air conditioning for several hours, until the item is completely dry. Drying times vary with humidity, fabric and thickness.
Do not sit on, lie on, walk on, re-dress or cover the item, and do not put back cushions, covers or mattress protectors, until it is fully dry.
Avoid forcing drying in strong direct sunlight, which can cause fading or watermarking.

Adequate ventilation and drying after the service is the client's responsibility. Where we have worked with reasonable skill and care, we are not responsible for any damp smell, watermarking or mould that results from inadequate ventilation or drying after we leave, or from the item being used or covered before it is fully dry. This does not affect our responsibility for damage caused by our own negligence, and does not affect your rights under UAE consumer law.

8-D. Client Responsibilities & General Exclusions

Pre-existing conditions. We are not responsible for pre-existing stains, marks, odours, scratches, fading, wear, deterioration, or damage caused by pets, pests or earlier incidents, none of which arise from our cleaning. These may not be fully removable.
Authority to instruct. By booking, you confirm you own the property or are otherwise authorised to arrange cleaning of it and its contents and to grant access. This includes tenanted, managed, holiday-let, short-stay and Airbnb-style properties. You accept responsibility for any claim arising from not having had that authority.
Products & allergies. If anyone in the home has an allergy or sensitivity, or you prefer specific products, please tell us before the service. If you ask us to use your own products or equipment, we do so at your request and, where we have used reasonable skill and care, are not responsible for resulting damage or reactions.
Your responsibility to us. You agree to reimburse us for losses, third party claims and reasonable legal and investigation costs that we incur to the extent they are caused by: you instructing us to clean a property or items you were not authorised to arrange or grant access to; injury, loss or damage caused by products, equipment or specific instructions you asked us to use or follow; or a claim you brought against us that you knew to be false or made in bad faith. This applies only to matters caused by you. It does not apply to anything caused by our own negligence or wilful act, or by our failure to use reasonable skill and care, and it does not prevent you from raising a genuine concern in good faith. Nothing here affects your rights under UAE consumer law.

8-E. Surfaces, Glass & What Cleaning Can and Cannot Do

Cleaning improves how a surface looks, but it cannot change the underlying condition of the item. Many surfaces, including glass, wood, stone, marble, laminate, painted or coated finishes, stainless steel, and older or worn items, already carry fine scratches, etching, hard-water or mineral marks, clouding, dullness or wear. These are often only visible once dirt and grime are removed.

Pre-existing marks we reveal, not cause. We are not responsible for fine scratches, etching, mineral or hard-water marks, clouding or wear that were already present and that cleaning simply makes more visible, rather than our team causing them.
Fine marks inherent to cleaning some surfaces. On delicate, aged, coated, polished or already-worn surfaces, very fine surface marks can occasionally appear as a normal part of cleaning, even with the correct method and products. Where we have worked with reasonable skill and care, these are a characteristic of the surface and not a fault in our service.
Stain and mark removal cannot be guaranteed on any surface. Some stains, watermarks, mineral deposits, grout discolouration, paint, rust or set-in marks may be permanent or only partly removable, whatever method is used. A mark that does not fully lift is a limitation of the item, not a failure of our service.
Glass. On glass, hard-water mineral deposits and existing surface scratches may remain after cleaning, and heavily etched glass cannot always be fully restored by cleaning.

This clause describes the natural limits of cleaning. It does not limit our responsibility for damage actually caused by our own negligence or by the use of an unsuitable method, which remains covered by clauses 10 and 10-B, and it does not affect your rights under UAE consumer law.

8-F. Artificial Grass & Enzyme (Odour) Treatment

Enzyme treatment for artificial grass works by breaking down the organic matter and uric acid salts, mainly from pet urine, that cause odour. It reduces and neutralises smell at its source rather than masking it, and in most cases gives a clear improvement. Complete or permanent removal of odour cannot be guaranteed, for reasons that are outside our control.

How deep the contamination goes. Urine passes through the grass fibres into the infill (sand or rubber), the backing, and the base layer underneath. Where it has built up over months or years, it can sit deeper than a surface treatment can fully reach, and odour can return.
Heat and humidity. Uric acid salts can stay dormant while the grass is dry and release smell again whenever the surface becomes hot or wet. In the UAE climate in particular, residual odour can re-emerge in high heat or humidity, or after watering or rain, even after a thorough treatment.
The grass and its installation. Older grass, poor drainage, a compacted or contaminated sub-base, and sand or crumb-rubber infill all hold odour more and respond less well to treatment. These are features of the existing installation, not of our cleaning.
Ongoing pet use. Continued use by pets re-introduces urine straight away, so a treated area can begin to smell again with normal use.

Heavily or long-affected areas may need more than one treatment to reach an acceptable result. Any repeat treatment is agreed with you in advance and may be chargeable. Some severe cases need deeper remediation, such as removing and replacing the infill with an antimicrobial infill, or treating the sub-base. That is a separate, larger job and is not part of a standard enzyme clean.

For the best result, please keep pets and foot traffic off the area while the treatment is working and the grass is drying, and allow it to dry fully. Where we have carried out the treatment with reasonable skill and care, any odour that remains or returns is a characteristic of the contamination and the installation, not a fault in our service. This does not limit our responsibility for damage caused by our own negligence, and does not affect your rights under UAE consumer law.

9. Service Timing

The company makes every effort to arrive on time. In rare cases of delay (for example traffic or an extended previous job), we will let you know promptly. If the delay exceeds 90 minutes, you may reschedule without penalty or receive a service credit, the value of which is a reasonable goodwill amount set at our discretion. This reschedule or credit is your remedy for a late arrival, and any further claim about timing is subject to clause 10-B.

10. Accidental Damage & Liability

The amount we are liable to pay you is governed by clause 10-B and by UAE law. Subject to clause 10-B, we remain responsible for direct loss or damage to your property caused by the negligence or wilful act of our team, and nothing here limits or excludes our liability for death or personal injury, fraud, gross negligence or wilful misconduct, or any right you have under UAE consumer law.

Reporting and verification. Please report any damage while the team is on-site, or as soon as possible and within 24 hours, via your WhatsApp group, with photos or video. This time frame matters: once our team leaves, the property is used again by others, so an issue raised much later is harder to link to our visit. We review every report we receive, and where there is clear evidence, such as a photo or video showing the item before or at the time of service, we act on it. Where we are genuinely unable to establish that the damage was caused by us, a claim may not be accepted. This does not remove any right you have under UAE law (clause 17-A).
We are not responsible for indirect or consequential losses, for pre-existing damage, wear or defects we did not cause, for undeclared fragile or valuable items, or for damage arising from your own instructions or hidden defects.
Evidence. A claim must be supported by reasonable evidence of the damage and that it was caused by our team. The burden of establishing this rests with the person making the claim, and a claim that cannot be reasonably substantiated may not be accepted.
Verified incidents are reviewed within 3 working days, and remedies may include a repair, re-clean, service credit, or refund.

10-A. Loss, Missing Items & Allegations of Theft

Every Twin Cleaners team member is identity-verified, vetted and authorised to work in the UAE, and screened before their first job.

Please declare and secure cash, jewellery, watches, documents and other valuables before the service. We do not act as an insurer of high-value items left unattended in the areas being cleaned, and we ask you to keep them secured. This does not exclude our responsibility for any item proven to have been taken or damaged by the wilful act of a member of our team, for which we remain responsible under UAE law.
Any concern about a missing item must be raised straight away, while the team is on-site or as soon as possible and within 24 hours, via your WhatsApp group, with specific details (the item, and where and when it was last seen). Prompt reporting lets us check our records and team movements while the facts are fresh.
We keep dated records of our visits and will support any reasonable investigation, including a police report where appropriate.
A claim for loss or theft must be supported by reasonable evidence that the item existed, was present, and was taken by our team. Where this cannot be established, the claim may not be accepted.
In the rare case of a knowingly false or bad-faith allegation, Twin Cleaners reserves its legal rights.

None of the above affects any right you have under UAE law (clause 17-A).

10-B. Limit of Our Liability

This clause sets the most we can be required to pay you. It applies to all of our cleaning and related services together, and to any claim whether in contract, in tort, or otherwise.

For any single incident, our total liability for loss of or damage to property, and for any other financial loss, is limited to the amount you paid for the service the claim arises from, up to a maximum of AED 500.
Our total liability to you for all incidents arising in any twelve (12) month period is limited, in aggregate, to AED 2,500.
To the extent UAE law allows us to exclude it, we are not liable for indirect or consequential loss, or for loss of profit, business, opportunity, revenue or data.

What this clause never limits. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for gross negligence or wilful misconduct, or for anything that cannot lawfully be limited or excluded, including your rights under UAE consumer law. If any part of this clause goes further than UAE law permits, only that part is reduced to what the law allows, and the rest of the clause continues to apply.

10-C. High Value & Fragile Items

Some items carry a value or fragility well above what we would reasonably expect in a home or workplace, for example fine art, antiques, designer or imported furnishings, collectors' items, and high value electronics. So that we can handle these with the right care, please tell us about them in writing through your WhatsApp group before the service begins, and secure or remove them where you can.

Where you have told us about such an item in advance, we will take appropriate care and our normal responsibility applies, subject to clause 10-B.
Where such an item was not declared in advance, and we have worked with reasonable skill and care, our liability for loss of or damage to that item is limited to the cap in clause 10-B. This does not limit our liability for damage caused by our gross negligence or wilful act.
As set out in clause 10-A, please also declare and secure cash, jewellery, watches and documents before the service. We are not responsible for such items that were not declared and secured, or that were left unattended in the areas being cleaned.

11. Service Guarantee

Nothing in this section reduces any right you have under UAE consumer law, including the guarantee that the service is carried out as agreed. To help us put things right quickly, please tell us as soon as you can, and ideally within 24 hours, via your WhatsApp group, so we can inspect and, where appropriate, re-clean the affected area at no extra cost. Reporting early simply helps us verify what happened while the home is fresh, because after we leave the home is used again. We review later reports, and where the issue is shown to come from our service we will put it right. Where, after fair review, we cannot reasonably establish that the issue came from our work, a free re-clean may not apply, Your statutory rights are unaffected (clause 17-A)..

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

Twin Cleaners handles all personal data in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the PDPL). We use your information to manage your booking, deliver and document our work, take payment, and communicate with you, as explained in full in our Privacy Policy.

During or after a service our team may take photographs or short videos. These are used for internal documentation, quality control and before-and-after verification. We may also use general or before-and-after imagery for marketing or social media. We do not publish any image that shows you, another person, or a private or identifiable part of your property without your consent, and you can withdraw that consent at any time. Our Privacy Policy explains the lawful basis for our processing, how long we keep data, the tools and providers we use, any transfer of data outside the UAE, and how to exercise your rights. If anything in these Terms and our Privacy Policy differs on how personal data is handled, the Privacy Policy applies.

14. Force Majeure

Neither party is liable for any delay or failure to perform caused by an event beyond its reasonable control that it could not foresee or avoid, including severe weather, sandstorms, flooding, fire, government or community access restrictions, utility failure, public emergencies, or epidemic conditions that prevent us operating safely. Routine matters such as an individual team member being unavailable are not force majeure, and in those cases we will reschedule your service or, if we cannot, refund any amount paid for the affected service.

The affected party will notify the other as soon as reasonably possible and take reasonable steps to limit the impact, including rescheduling at the earliest practical date.
If a force majeure event prevents us performing a paid or deposited service and we are unable to reschedule within a reasonable time, you may choose a credit toward a future booking or a refund of the amount paid for that service.
This clause does not excuse any obligation that arose before the event, and does not affect your rights under UAE consumer law.

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.

15-A. Survival

Ending or suspending services, whether by us, by you, or simply because you stop booking, does not end the terms that are meant to continue afterwards. To the extent relevant, the following continue to apply after our relationship ends: clause 10 and clause 10-A (liability, damage and loss), clause 13 (privacy and data protection), clause 16 (non-solicitation of staff, for the full twelve (12) month period stated there), and clause 18 (governing law and jurisdiction). Where they are part of these Terms, clause 17-B (entire agreement), clause 17-E (complaints and resolution) and clause 17-F (service records) also continue to apply. Any payment you already owe us remains due. Nothing in this clause removes any right you have under UAE consumer law.

16. Non-Solicitation of Staff

Each member of our team is recruited or carefully selected, vetted, screened and trained at significant cost to us, including, where applicable, overseas recruitment, UAE visa and onboarding, screening, training, uniforms and equipment. To protect that investment, you agree not to directly or indirectly hire, employ or engage (full-time, part-time, casually or freelance) any Twin Cleaners team member who has attended your property, whether for you or for any household or business connected with you, without our prior written consent. This restriction applies during the period any Twin Cleaners team member is attending your property under a booking with us, and for twelve (12) months after the last date a team member attended your property. It applies whether you booked a single service or an ongoing arrangement. This restriction applies only to your hiring of our team. It does not restrict, and is not intended to restrict, any team member's own freedom to work where they choose.

If you engage one of our team members in breach of this clause, you agree to pay Twin Cleaners agreed compensation representing our genuine, good-faith pre-estimate of the cost we incur to source and prepare a replacement for that role. That cost reflects, where applicable, overseas recruitment, UAE visa and onboarding, screening, training, uniforms and equipment, and the loss of service during the period we are without that team member. The parties agree that a reasonable pre-estimate of that cost is AED 15,000 per staff member. This sum is a genuine pre-estimate of our loss, not a penalty. It can be reviewed under UAE law if you consider it excessive.

17. Amendments to Terms

We may update these Terms from time to time to reflect legal, operational or service changes. We publish the current version, with its effective date, on our website. For material changes we give reasonable notice, and updated Terms apply to bookings made after their effective date. The version in force when you made your booking governs that booking.

17-A. Your Rights and Fair Charges

These Terms do not reduce your rights under UAE consumer law. Nothing in these Terms takes away any right you have under UAE Federal Law No. 15 of 2020 on Consumer Protection or other applicable law.

Any charge in these Terms, for example a deposit we keep, a late or repeat reschedule charge, or a no-show charge, is only ever to cover the real cost of the time and slot we set aside for you. Any such charge is a genuine pre-estimate of that cost and not a penalty, and may be reviewed under UAE law. This clause governs every such charge referred to elsewhere in these Terms.

If any part of these Terms turns out to be unfair or unenforceable, only that part is removed and the rest still applies.

17-B. Entire Agreement & No Reliance

These Terms, together with the booking we confirm to you and any written variation agreed through our official channels, form the entire agreement between you and Twin Cleaners for that service, and they replace any earlier discussion, quote or understanding about it.

You confirm that, in booking, you have not relied on any promise, price or assurance made privately or informally that is not reflected in these Terms or confirmed through our official channels. As explained in clause 4-A, prices, discounts or arrangements agreed privately with an individual team member are not binding on the Company.
Only a written confirmation given through our official channels can vary the agreed scope, price or schedule. A verbal arrangement made on the day does not.
This clause does not exclude or limit any liability for fraud or fraudulent misrepresentation, any liability for death or personal injury or for our own negligence, or any right you have under UAE consumer law.

17-C. No Waiver

If at any time we do not enforce a right or term, or we allow you extra time or a concession (for example we do not apply a late charge, or we accept a report after the stated window), that is a one-off courtesy. It does not waive that right or term, and it does not prevent us from enforcing it on any later occasion. A waiver is only effective if we give it to you in writing through our official channels, and it applies only to the specific situation described.

17-D. Assignment & Sub-Contracting

You may not assign or transfer your booking or these Terms to anyone else without our written consent.
We may carry out the service ourselves or, We may carry out the service ourselves or through carefully selected and vetted personnel working under our direction., through carefully selected and vetted personnel working under our direction. Where we do, we remain responsible to you for the service to the same standard,, and those personnel are identity-verified and held to the same screening, conduct and confidentiality requirements as our own team.
We may assign or transfer our rights and obligations under these Terms to another company within the Twin Group, or to a successor of our business. Where we do, your rights under these Terms and under UAE law, including the protection of your personal data under the UAE data protection law (PDPL), continue to apply unchanged.

17-E. Complaints & Resolution

If something is not right, please tell us first so we can put it right. Raise any complaint through your WhatsApp group or by emailing hello@twincleaners.ae, with enough detail and, where relevant, photos or video for us to look into it. We aim to acknowledge within 2 working days and to respond and work toward a resolution. This may include the remedies described in clauses 10 and 11, in addition to any right you have under UAE law.

Using this process does not limit your rights. You remain free at any time to raise the matter with the relevant UAE consumer protection authorities or to pursue it before Dubai Courts under clause 18.

17-F. Intellectual Property & Service Records

Our checklists, methods, materials and the photographs or short videos our team takes as a record of the work are our work product and belong to Twin Cleaners.
Where those records show your property or possessions, we treat them as your personal data and handle them under clause 13 and our Privacy Policy. We may keep these records, including anonymised copies, for our internal documentation, quality control and training, and to verify what happened if there is a query or claim under clauses 10 and 10-A. We keep them only for as long as needed for those purposes, to establish or defend a legal claim, or to meet a legal requirement, in line with the UAE data protection law (PDPL), even if you have withdrawn consent to any public or marketing use.
Any public or marketing use of images that show your property is governed separately by clause 13 and our Privacy Policy, is only done with your consent, and you can withdraw that consent at any time.

18. Governing Law & Jurisdiction

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

18-A. Governing Language

These Terms are written in English, and the English version is the controlling version. If we provide a translation into Arabic or any other language, it is for convenience only, and if there is any difference in meaning the English version prevails. This does not affect any right you have under the Arabic text of UAE law, including Federal Law No. 15 of 2020 on Consumer Protection, which applies regardless of the language of these Terms.

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