Booking & Cancellation Policy

Booking policy

• Customers may book HomeMaid cleaning services through our website or other official booking channels.
• Customers must provide accurate contact details, service address, property information, preferred date and time, and selected cleaning service.
• Customers must make sure the property is accessible at the booked time and that any special instructions are shared in advance.
• Bookings are subject to availability and are confirmed once a booking confirmation has been issued.
• Additional services or tasks outside the selected package may cost extra. These must be agreed before the additional work begins.
• Customers must make sure electricity, water and other necessary facilities are available at the property.
• HomeMaid may contact customers to clarify booking details or arrange an alternative appointment if the requested time is unavailable.
• If HomeMaid needs to cancel or change a confirmed booking, the customer will be told as soon as reasonably possible and may choose to reschedule or receive a refund for any service not provided.

Cancellation policy

You may cancel a confirmed booking subject to the fees below, calculated as a percentage of the total booking value.

• The cancellation fee is deducted from any amount already paid. Any remaining refundable balance is returned to you.
• If the amount is only reserved on your card (not yet taken), the hold is released and only any cancellation fee is taken from it. Your bank usually releases a hold within 1 to 5 business days.
• Cancellations must be made through the official booking channel or directly with HomeMaid.
• The cancellation time is based on when HomeMaid receives the cancellation request.

Rescheduling policy

You may change your booking date or time, subject to availability and the fees below.

• All rescheduling requests depend on staff availability and confirmation by HomeMaid.
• Rescheduling fees are calculated on the total value of the original booking.
• A rescheduling request is confirmed only when HomeMaid issues an updated booking confirmation.
• If your preferred time is unavailable, HomeMaid will offer the nearest available alternative.
• Extra charges may apply if you change the service type, duration, property details or scope of work.
• If you reschedule again after a previous change, the fee is based on the timing of the new request.

Refund policy

• Refunds are processed where you are eligible under this policy, including approved cancellations and services paid for but not provided.
• For customer cancellations, the cancellation fee is deducted from the amount paid and the remaining balance is refunded.
• If HomeMaid cancels and cannot offer a suitable alternative, you receive a full refund for the service not provided, with no cancellation fee.
• If you were charged for a service that was not delivered or charged incorrectly, HomeMaid will review the case and refund any confirmed amount due.
• Refunds go back to the original payment method. If that is not possible, another method may be arranged with your agreement.
• Refunds go back to your card within 7 to 14 business days, depending on your bank.
• Contact HomeMaid with your booking reference, payment details and the reason for your refund request.
• Report any concern about service quality as soon as reasonably possible so HomeMaid can investigate and resolve it.

Cleaning subscriptions

• A subscription package (1 month or 3 months) is paid in full when you book.
• You may cancel before your first visit. The cancellation fees above apply to the first visit, and the rest is refunded.
• Once one or more visits in the package have been completed, the package cannot be cancelled or refunded.
• You can ask to move or skip a visit through WhatsApp, subject to availability and the rescheduling policy. A skipped visit is added at the end of the package.
• Visits not used by the end of the package cannot be carried over or refunded, unless HomeMaid could not provide them.

Late arrival and access

• Please make sure our team can access the property at the booked start time.
• If you are unavailable or access is not provided, HomeMaid will try to contact you using your registered contact details.
• If access cannot be obtained and the appointment cannot go ahead, the booking may be treated as a late cancellation, subject to the fee schedule and applicable law.
• If our team is running late, HomeMaid will make reasonable efforts to let you know and arrange an adjustment, reschedule or other resolution.

General terms

• HomeMaid may update this policy from time to time. The applicable policy is always available before you confirm a booking.
• Nothing in this policy excludes or limits any rights you have under UAE consumer protection laws.
• By confirming a booking, you confirm you have been given access to this policy and agree to its terms, subject to mandatory legal requirements.