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Terms & Conditions

1. Introduction

Welcome to VIKBELL CLEANING SERVICES CO. L.L.C (“we,” “our,” “us”). These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” “your”) and us regarding your use of our on-site cleaning services (“Services”). By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to these Terms, you may not use our Services.

2. Definitions

For the purposes of these Terms:

  • “Customer” means any individual or entity booking or using our Services.
  • “Services” means on-site cleaning services provided by us, either as one-time bookings or under a subscription plan.
  • “Service Location” means the customer’s property, premises, or designated area where the Services are to be performed.
  • “Subscription” means a recurring service plan billed on a monthly basis.
  • “One-Time Service” means a single, non-recurring service booking.

3. Services Offered

We provide professional on-site cleaning services at designated service locations and/or for relevant objects as requested by the customer. Our Services are designed to meet a variety of personal and residential cleaning needs and may be offered through one-time bookings or recurring subscription plans. We are committed to delivering high-quality service in accordance with applicable regulations set by Dubai Municipality and other relevant authorities in the UAE.

4. Eligibility

You must be at least 18 years old and legally capable of entering into contracts to use our Services. By using our Services, you represent and warrant that you meet these eligibility requirements.

5. Service Areas

Our Services are currently offered within designated areas, including but not limited to Dubai, UAE. We reserve the right to expand or limit our service areas at our sole discretion. Service availability is subject to compliance with local regulations and our operational capabilities.

6. Booking and Subscription

6.1. One-Time Services

  • Booking Process: Customers can book one-time services via our website, mobile app, social media platforms, or through our customer service helpline. Bookings are subject to availability and confirmation.
  • Payment: Payment is required at the time of booking. Accepted payment methods include credit/debit cards, Apple Pay, Google Pay, payment links, and other secure gateways.

6.2. Subscription Services

  • Subscription Plans: We offer a variety of subscription plans that provide a set number of services per month. Plans are automatically renewed monthly unless canceled as per these Terms.
  • Monthly Subscription Services:
    • Once a week plan: 4–5 cleaning visits per month, depending on the calendar weeks in that month.
    • Twice a week plan: 8–9 cleaning visits per month, depending on the calendar weeks in that month.
    • Three times a week plan: 12–13 cleaning visits per month, depending on the calendar weeks in that month.

    Our commitment is to provide at least the minimum number of visits each month. Any additional visits may be scheduled subject to availability.

  • Billing and Payment: Subscription fees are billed on a recurring basis and automatically processed on the first day of each billing cycle.
  • Plan Changes: You may upgrade or downgrade your subscription plan at any time. Changes will take effect in the next billing cycle.
  • Cancellation: You may cancel your subscription anytime through your account portal, by email, WhatsApp, or our customer service. Cancellations take effect at the end of the current billing cycle. No refunds are provided for unused services.

7. Cancellations, Rescheduling, and Refunds

7.1. One-Time Services

  • Cancellation: You may cancel a booking without penalty if done at least 24 hours before the scheduled service. Cancellations within 24 hours are subject to a 50% fee.
  • Rescheduling: You may reschedule without penalty if done 24 hours in advance. Requests within 24 hours are subject to availability and may incur additional fees.
  • Refunds: Eligible refunds will be processed within 5–10 business days to the original payment method.

7.2. Subscription Services

  • Cancellation: Subscriptions can be canceled at any time. Cancellation takes effect at the end of the current billing cycle. No refunds will be issued for unused services.
  • Service Unavailability: In case we cannot deliver the service (e.g., due to extreme weather), we may reschedule or issue a credit for future use.

8. Service Conditions

8.1. Access to the Service Location

  • Customer Obligations: You must ensure our team has safe and unobstructed access to your designated service location.
  • Failure to Provide Access: If we are unable to access the site, the service may be canceled and a cancellation fee may apply.

8.2. Utilities

  • Water and Power Supply: The customer must provide access to water and electricity if required. If unavailable, the service may be canceled.
  • Environmental Responsibility: We use eco-friendly methods and comply with Dubai Municipality’s environmental regulations.

8.3. Adverse Weather

Services may be rescheduled due to adverse weather conditions like rain, sandstorms, or extreme heat.

8.4. Unattended Appointments

If the designated service location is not accessible during a scheduled appointment, we may reschedule or cancel the service. Repeated missed appointments may result in the appointment being counted as completed.

8.5. Public Holidays and Restricted Access

  • One-Time Services: If a one-time service falls on a public holiday or access is restricted, the service may be rescheduled at no additional cost. If rescheduling is not possible, the customer may request a refund.
  • Subscription Services: Scheduled services falling on a public holiday or in cases of restricted access will not be refundable. However, we may reschedule the missed service, subject to availability.

8.6. Health and Safety

Our staff reserve the right to refuse or discontinue service if the environment is unsafe (e.g., unsecured pets, hazardous materials, aggressive behavior). Customers must inform us of any conditions that may pose a health or safety risk.

8.7. Customer Responsibilities

Customers are responsible for ensuring access, securing pets, removing valuables, and preparing the service area. Delays caused by the customer may result in reduced service time or cancellation fees.

8.8. Scope of Service

Our services are limited to the tasks agreed upon at booking. We do not move heavy furniture, handle hazardous waste, or clean areas that may pose risks to our staff.

8.9. Late or Failed Payments

For subscription services, failed payment attempts may result in a temporary suspension of service until the payment method is updated. Late payments may incur additional charges.

8.10. Quality Control Photos

With the customer’s consent, we may take before-and-after photos for quality assurance, training, or resolving complaints. These photos will not be used for marketing without explicit permission.

8.11. Service Complaints

Any concerns or complaints regarding the quality of the service must be reported within 6 hours of completion. We cannot accept responsibility for issues reported after this period.

8.12. Post-Service Environmental Conditions

We are not responsible for changes that occur after the service is completed, including but not limited to rain, wind, dust, sand, falling leaves, or other environmental factors.

9. Force Majeure

We are not liable for any failure or delay in performing our obligations under these Terms due to events beyond our reasonable control, including but not limited to natural disasters, government actions, pandemics, labor strikes, or technical failures.

10. Feedback and Complaints

We encourage you to share feedback or concerns about our services by contacting us through the provided channels. We will do our best to resolve any issues in a timely and fair manner.

11. Service Termination by Provider

We reserve the right to suspend or terminate the provision of our Services to any customer at our sole discretion. This includes, but is not limited to, reasons such as:

  • Repeated missed appointments
  • Non-payment
  • Misuse of Services
  • Unsafe or inappropriate conditions
  • Violation of these Terms

We will make reasonable efforts to notify the customer via email, WhatsApp, or other official channels. Refunds or credits for prepaid services may be offered at our discretion.

12. Pricing and Payment Changes

We reserve the right to adjust our pricing for both one-time and subscription-based services at any time. Any price changes will be communicated in advance through our website, mobile app, email, WhatsApp, or other official channels.

For subscription services, the updated prices will take effect from a date specified in our price change announcement. Continued use of the service following the notice will be considered acceptance of the new pricing.

13. Liability and Insurance

13.1. Limitation of Liability

  • We are not liable for pre-existing damages or issues caused by external factors beyond our control.
  • Our liability is limited to the cost of the service provided. We are not liable for indirect or consequential damages.

13.2. Valuables

Customers should remove valuables before service. We are not responsible for lost or damaged items left in the service location.

14. Privacy and Data Protection

14.1. Data Collection

We collect personal information (e.g., name, contact details, payment info) as needed to provide our Services, in line with UAE data laws.

14.2. Data Use and Sharing

  • Your data is used for service delivery, payment processing, and communication.
  • We may share your data with trusted third-party providers but never sell or share it for marketing without consent.

14.3. Security Measures

  • We implement reasonable security measures but cannot guarantee 100% security of electronic data.

15. Customer Acknowledgement

By booking or using our Services, you confirm that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of these Terms, please do not use our Services.

16. Amendments to Terms

We may update or amend these Terms and Conditions from time to time. The latest version will always be available on our official website. Continued use of our Services after updates shall constitute acceptance of the revised Terms.

17. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of the United Arab Emirates. Any disputes shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

18. Contact Information

For any inquiries, concerns, or issues regarding these Terms or our Services, please contact us: