Summary
- Free cancellation or rescheduling up to 24 hours before the start time.
- Anything missed? We re-clean free within 72 hours — that comes first.
- Refunds go back to the original payment method only.
Cancelling or rescheduling a booking
- 24 hours or more before the start time: free. Any amount you prepaid is refunded in full.
- Less than 24 hours before: up to 50% of the booking price may be charged, because the cleaner has been reserved and turned down other work.
- No access on the day: if we cannot get in and cannot reach you within 30 minutes of the arrival time (including when building security refuses entry because no permit or notice was arranged), up to 100% of the booking price may be charged.
- If we cancel: you pay nothing, any prepayment is refunded in full, and we offer you the next available slot.
Cancel or reschedule using the link in your confirmation email, from your account, or by emailing us with your booking reference.
If you are not happy with the clean
Tell us within 72 hours of the clean, ideally with photos. Our first remedy is to return and re-clean the missed items free of charge. If we cannot put it right, or a re-clean is not practical for you, we will offer a partial or full refund of the affected part of the service, decided fairly on the facts.
Regular home cleaning
There is no contract or notice period. You can skip, pause or cancel future visits from your account at any time; the 24-hour rule above applies to each individual visit. Visits already completed are not refundable except under our 72-hour guarantee.
How refunds are paid
Refunds will be made only through the original mode of payment: card payments are refunded to the same card, bank transfers to the same account, and cash payments by bank transfer to an account in your name. We process approved refunds within 5 working days; your bank or card issuer may take a further 5–10 working days to show the credit. Refunds are made in AED; we are not responsible for exchange-rate differences or charges applied by your bank.
Office and commercial contracts
Cancellation and refund terms for commercial contracts are set out in your written quote or service agreement, which takes priority over this page.
How to ask for a refund
Email info@bookmycleaning.ae with your booking reference, what went wrong and any photos. We will reply within one working day. This policy does not affect your rights under Federal Law No. 15 of 2020 on Consumer Protection.