Terms of Service

1. Acceptance of Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Client”, “you”, “your”) and Sirin Cleaning (“Company”, “we”, “us”, “our”), a DED-licensed cleaning services provider operating in the United Arab Emirates.

By requesting a quote, making a booking, or using any of our cleaning services — whether through our website, WhatsApp, phone, or any other channel — you confirm that you have read, understood, and agree to be bound by these Terms in their entirety.

If you do not agree with any part of these Terms, you must not use our services.

2. Service Area

Our active service areas include, but are not limited to:

Emirate	Covered Areas (Examples)
Ajman	Al Nuaimiya, Al Rashidiya, Al Jurf, Al Bustan, Al Mowaihat, Al Hamidiya, Al Rawda, Al Rumaila, Mushairif, Al Yasmeen, Emirates City and surrounding areas
Sharjah	Muwaileh, Al Rahmaniya, Al Nahda, Al Taawun, Al Majaz, Al Qasimia, Al Yarmook, Al Khan, Abu Shagara, Al Gharb, Halwan, Al Ramtha and surrounding areas
Umm Al Quwain	Al Salama, Al Raudah, Al Ramlah, Falaj Al Mualla, Al Maqtaa, Al Hamrah, UAQ Marina and surrounding areas

If you are unsure whether your specific location is within our coverage, please contact us via WhatsApp before booking.

3. Pricing & Quotations

3.1 Pricing Structure

Sirin Cleaning’s pricing is based on an hourly rate per specialist. Our base rates are:

Package	Rate	Best For
1 Specialist	AED 25 / hour	Light tasks, studios, targeted areas
2 Specialists	AED 50 / hour	Standard apartments, deep cleans
Custom Team	Quote required	Villas, large properties, commercial
Commercial Contract	Quote required	Offices, showrooms, monthly contracts

3.2 Location-Based Pricing Adjustments

The final price for your service may vary depending on your specific location within our service area. Location affects pricing due to the following factors:

• Travel distance — team dispatch costs vary based on your community’s distance from our base of operations in Ajman
• Access logistics — gated communities, high-rise buildings, and remote areas may incur a minor travel surcharge
• Minimum booking requirements — some areas have a minimum booking time of 3 hours; others may require 4 hours minimum depending on team dispatch logistics

The exact price for your service will always be confirmed and agreed upon via WhatsApp before any team is dispatched. We will never commence a service without your explicit confirmation of the quoted price.

3.3 Quotation Validity

All quotes provided by Sirin Cleaning are valid for 7 days from the date of issue. After this period, prices may be subject to change due to team availability, fuel costs, or operational requirements.

3.4 Specialist Services

Certain services — including AC Duct Sanitization, Post-Sandstorm Recovery, Disinfection, and Upholstery Cleaning — are priced separately from standard hourly rates. Prices for these services will be quoted individually based on the scope of work, property size, and your specific location.

4. Booking Process

4.1 How to Book

Bookings are accepted through the following channels only:

• WhatsApp: +971 55 237 1616 (primary channel)
• Website booking form at sirincleaning.com
• Phone call: +971 55 237 1616

4.2 Booking Confirmation

A booking is only confirmed when Sirin Cleaning sends you an explicit written confirmation via WhatsApp or email stating the date, time, service type, number of specialists, agreed price, and your property address. Verbal discussions, inquiries, or requests do not constitute a confirmed booking.

4.3 Same-Day Bookings

Same-day service is available for residential properties in Ajman, Sharjah, and Umm Al Quwain, subject to team availability. Same-day requests must be submitted by 11:00 AM on the day of service. We cannot guarantee same-day availability and will notify you promptly if it is not possible.

4.4 Scheduling Accuracy

We route our teams by community and make every effort to arrive within the agreed time window. We provide a ±30 minute arrival window. If our team arrives more than 30 minutes after the agreed start time due to our fault, you are entitled to a 10% discount on that booking.

5. Cancellation & Rescheduling Policy

5.1 Client Cancellations

• Cancellation with 24+ hours notice — No charge. Full flexibility to reschedule.
• Cancellation with 12–24 hours notice — No charge for first cancellation per client. Repeat cancellations within this window may result in a AED 50 short-notice fee on future bookings.
• Cancellation with less than 12 hours notice — A cancellation fee of AED 75 may apply, representing partial compensation for team dispatch costs already incurred.
• No-show (team arrives and cannot access property) — A no-show fee of AED 100 applies to cover travel and team time. This is non-refundable.

5.2 Sirin Cleaning Cancellations

In the rare event that we need to cancel a confirmed booking, we will notify you as early as possible and offer either a full reschedule at no additional cost or a complete waiver of any advance payment made. We will not charge any cancellation fee when we initiate a cancellation.

5.3 Rescheduling

You may reschedule a booking at no charge with a minimum of 12 hours notice. Rescheduling requests received with less than 12 hours notice are subject to availability and may be treated as a late cancellation.

6. Property Access & Client Obligations

To ensure our team can complete your service efficiently, you agree to:

• Provide accurate property address and access instructions at time of booking
• Ensure our team can access the property at the agreed time, either by being present or by providing access arrangements (gate codes, key handover, building reception)
• Disclose any known hazards within the property that may affect the safety of our team (structural issues, chemical storage, aggressive animals, etc.)
• Ensure that all valuable, fragile, or irreplaceable items are secured or removed from work areas prior to our team’s arrival
• Provide access to water and electrical outlets for our equipment — standard utility usage is required for steam cleaning and HEPA-filtration equipment
• Inform us of any surfaces, materials, or items that require special handling or should not be cleaned

7. Satisfaction Guarantee

Sirin Cleaning stands behind the quality of every service we deliver. Our satisfaction guarantee works as follows:

• Walk-through inspection — upon completion of every service, we conduct a walkthrough with you (or your representative) to verify results before our team departs
• Post-service complaints — if you are not satisfied with any aspect of the clean, notify us within 24 hours of service completion via WhatsApp
• Re-clean guarantee — for valid complaints reported within 24 hours, we will dispatch a team to re-clean the disputed areas at no additional cost
• Limitations — the guarantee applies to cleaning quality only. It does not cover pre-existing stains that cannot be removed with standard cleaning methods, damage that was present before our visit, or areas that were not accessible during the original clean

Our satisfaction guarantee is offered in good faith. Repeated or abusive use of this policy may result in its limitation or removal for that client.

8. Liability & Limitations

8.1 Scope of Liability

Sirin Cleaning accepts liability for direct damage caused by our team’s negligence during the course of providing our services. Our total liability for any single incident is limited to the value of the service fee paid for that specific booking.

8.2 Exclusions

We do not accept liability for:

• Pre-existing damage to property, surfaces, or items
• Normal wear and tear
• Damage to improperly secured, stored, or fragile items not declared to us in advance
• Damage resulting from faulty fixtures, fittings, or surfaces that appear structurally sound but are not
• Loss of income, consequential losses, or indirect damages of any kind
• Events beyond our control (extreme weather, sandstorms during service, building access failures)
• Services performed in properties with undisclosed hazards

8.3 ISO 9001 Standards

All Sirin Cleaning services are carried out in accordance with our ISO 9001 quality management system. This certification reflects our commitment to consistent, documented, and auditable service quality standards.

9. Property Damage Claims

In the event that our team causes damage to your property during the course of a service:

• You must report the damage to us within 24 hours of the service completion
• Report must be made via WhatsApp with photographic evidence of the damage
• We will investigate the claim within 3 business days and respond with our assessment
• Valid claims will be resolved through repair, replacement, or agreed compensation
• Damage claims reported after 24 hours may not be accepted, as it becomes difficult to establish causation

10. Client Conduct

We expect a safe and respectful environment for our team. You agree that:

• Our team will be treated with courtesy and respect at all times
• Verbal abuse, harassment, or threats of any kind will not be tolerated and will result in immediate termination of the service without refund
• Our team members will not be asked to perform services outside the scope of the agreed booking
• Our team members will not be asked to handle or move high-value items (jewellery, cash, passports, electronics) without explicit written instructions
• Our team will not be prevented from leaving the property when the service is complete

Sirin Cleaning reserves the right to refuse or terminate service without refund in cases of unacceptable client conduct, and to ban clients who repeatedly exhibit such behaviour.

11. Commercial Contracts

For clients entering into ongoing commercial cleaning contracts (weekly, bi-weekly, or monthly), the following additional terms apply:

• Contract duration — minimum initial term of 3 months; contracts continue on a rolling monthly basis thereafter unless terminated with notice
• Notice period for termination — 30 days written notice required to terminate a commercial contract. Notice sent via WhatsApp or email is accepted
• Contract pricing — agreed contract rates are fixed for the duration of the initial term. After the initial term, we may revise rates with 30 days advance notice
• Discount — monthly contracts receive a 15% discount off standard hourly rates; annual contracts receive up to 20% discount
• Invoicing — commercial clients receive monthly invoices for completed services, payable within 7 days of invoice date
• Service variations — commercial contract terms (schedule, team size, service scope) may be adjusted with mutual written agreement

12. Payment Terms

12.1 Residential Services

• Payment is due upon completion of each service
• Accepted payment methods include cash (AED), bank transfer, and any methods confirmed at time of booking
• Payment must be made before our team departs the property
• Disputed services should be raised during the walkthrough inspection, not used as a reason to withhold payment without prior discussion

12.2 Commercial Clients

• Invoices are issued monthly and due within 7 calendar days
• Late payment (beyond 7 days) may result in suspension of service until the outstanding balance is cleared
• Persistent late payment may result in contract termination with 14 days notice

12.3 Advance Deposits

For large bookings (villas, post-construction cleans, commercial one-off services estimated above AED 500), we may require a deposit of up to 30% to confirm the booking. Deposits are non-refundable for cancellations with less than 24 hours notice.

13. Dispute Resolution

We are committed to resolving any disputes fairly and promptly. In the event of a disagreement:

• Step 1 — Direct resolution: Contact us via WhatsApp (+971 55 237 1616) or email (hello@sirincleaning.com). We aim to resolve all complaints within 5 business days
• Step 2 — Formal complaint: If direct resolution fails, submit a formal written complaint to hello@sirincleaning.com. We will respond with a final written position within 14 business days
• Step 3 — UAE regulatory bodies: If the matter remains unresolved, you may escalate to the relevant UAE consumer protection authorities in Ajman, Sharjah, or Umm Al Quwain as applicable

We strongly encourage resolution at Step 1. The vast majority of service concerns are resolved quickly and to mutual satisfaction.

14. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the United Arab Emirates, specifically the laws applicable in the Emirate of Ajman (our principal place of business), including but not limited to:

• UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions
• UAE Federal Law No. 15 of 2020 on Consumer Protection
• UAE Federal Law No. 45 of 2021 on Personal Data Protection
• Ajman Department of Economic Development regulations applicable to licensed service businesses

Any disputes arising from or related to these Terms that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts of the Emirate of Ajman.

15. Contact Us

For any questions, complaints, or clarifications regarding these Terms of Service: