DHOBEE LAUNDRY LLC

Terms and Conditions of Service

1. Introduction and Acceptance

These Terms and Conditions of Service ("Terms") govern the relationship between Dhobee Laundry LLC ("Dhobee", "we", "us", or "our") and you ("Customer", "you", or "your") when you access or use our website, mobile application, or any services we provide.

By registering an account, placing a booking, or making a payment through our platform, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree with these Terms, you must not use our Services.

These Terms are governed by the laws of the United Arab Emirates and are subject to the jurisdiction of UAE courts.

2. About Dhobee

Dhobee Laundry LLC is a professional cleaning and laundry services company registered and operating in the United Arab Emirates, with service coverage across Dubai, Ras Al-Khaimah, Sharjah, and Ajman.

Contact details:

• Email: support@dhobeeuae.com
• Phone / WhatsApp: +971-50-3095343
• Website: www.dhobeeuae.com | app.dhobeeuae.com

3. Our Services

Dhobee provides the following services ("Services"). Service availability may vary by emirate and location. We reserve the right to add, modify, or discontinue any service at our sole discretion.

3.1 Hourly Home Cleaning

Included

• General dusting and wiping of accessible surfaces
• Sweeping, vacuuming, and mopping of floors
• Kitchen surface and sink cleaning
• Bathroom cleaning and sanitization
• Bed making and basic organization
• Emptying waste bins
• Cleaning tasks as instructed within booked hours
• Cleaning materials and equipment (only if "With Materials" is selected)

Terms

• Service is limited to booked hours only; additional hours are charged separately.
• Heavy-duty cleaning, stain removal, pest removal, and deep cleaning are not included unless specified.
• Customers must provide water and electricity access.
• Furniture moving and lifting of heavy items are not included.
• Materials are provided only for “With Materials” bookings.
• Service completion depends on the condition and size of the area.

3.2 Apartment / Villa Deep Cleaning

Included

• Detailed cleaning of all rooms
• Dusting and wiping of walls, doors, switches, and skirting
• Deep cleaning of bathrooms and kitchens
• Interior and exterior cleaning of cabinets (if emptied)
• Window cleaning from accessible areas
• Floor scrubbing and mopping
• Removal of accumulated dust and dirt from accessible surfaces

Terms

• Price is based on property size and condition and may vary per the actual condition of the villa/apartment upon site visit.
• On-site cancellation due to lack of water or electricity supply is chargeable at 50% of the contract value.
• Severe stains, paint marks, cement residue, and renovation debris may require additional charges.
• Exterior facade, high-rise window access, and inaccessible areas are excluded unless specified.
• Customers should ensure personal valuables are secured.
• Water and electricity must be available during service.
• Additional work requested during service may incur extra charges.

3.3 Sofa Cleaning

Included

• Vacuuming of sofa surfaces and corners
• Shampooing or fabric-safe cleaning process
• Stain treatment where possible
• Removal of dust, dirt, and odors
• Drying process recommendations after cleaning

Terms

• Complete stain removal cannot be guaranteed.
• Delicate, damaged, or sensitive fabrics are handled with suitable methods.
• Existing damages must be reported before service begins.
• Additional charges may apply for heavily soiled items.
• Estimated drying time is 6–8 hours depending on fabric, weather, and ventilation.

3.4 Mattress Cleaning

Included

• Surface vacuuming and dust extraction
• Deep cleaning and sanitization
• Removal of dust mites and allergens where possible
• Spot stain treatment
• Odor reduction treatment

Terms

• Permanent stains may not be fully removable.
• Cleaning effectiveness depends on mattress condition and age.
• Existing tears or damages should be declared beforehand.
• Estimated drying time is 6–8 hours depending on fabric, weather, and ventilation.

3.5 Carpet Cleaning

Included

• Dust and dirt extraction
• Shampooing or deep-cleaning treatment
• Stain treatment where possible
• Odor reduction and sanitization
• Surface grooming after cleaning

Terms

• Complete stain removal is not guaranteed.
• Delicate materials require specialized handling.
• Additional charges may apply for excessive dirt or stains.
• Customers should clear small items from carpet areas before service.
• Estimated drying time is 4–6 hours depending on fabric, weather, and ventilation.

3.6 Curtain Cleaning

Included

• Dust removal and vacuuming
• Fabric-safe cleaning process
• Spot stain treatment where possible
• Odor reduction and sanitization
• On-site or workshop cleaning depending on selected service type

Terms

• Curtain removal and reinstallation are included only if specified.
• Shrinkage risk may exist depending on fabric type and manufacturer instructions.
• Complete stain removal cannot be guaranteed.
• Delicate fabrics require special handling procedures.
• Estimated drying time is 4–6 hours depending on fabric, weather, and ventilation.

3.7 Pest Control

Included

• Inspection of affected areas
• Treatment using approved pest control methods
• Application of chemicals, gel, spray, or traps as required
• Treatment of identified infestation areas
• Basic prevention recommendations after service

Terms

• Service effectiveness may require multiple visits on a chargeable basis depending on infestation severity.
• Customers must follow post-treatment instructions.
• Children, pets, and sensitive individuals should avoid treated areas for the recommended periods.
• Pest activity may continue for a short period after treatment.
• Warranty or follow-up visits apply only if specifically mentioned in the quotation.
• Additional charges may apply for severe infestations or extra treatment areas.

3.8 Laundry Services

• Wash and Fold
• Dry Cleaning
• Pressing and Steam Ironing
• Wedding Dress Cleaning and Steam Ironing

3.9 Maintenance Services

• Electrical Services
• Plumbing Services

4. Account Registration

To access certain features of our platform, you must register an account. You agree to:

• Provide accurate, current, and complete information during registration, including your full name, phone number, email address, and service address.
• Maintain and promptly update your account information.
• Keep your login credentials confidential and not share them with third parties.
• Notify us immediately of any unauthorised use of your account.

You must be at least 18 years of age to create an account and use our Services. By registering, you represent and warrant that you meet this requirement.

5. Booking and Appointments

5.1 Making a Booking

Bookings can be made through our website (app.dhobeeuae.com), mobile application, phone, or WhatsApp. When placing a booking, you must provide:

• Service type and specific requirements
• Service address (including emirate and neighbourhood)
• Preferred date and time
• Access instructions (if applicable)
• Special notes or instructions for the service team

5.2 Booking Confirmation

A booking is confirmed once you receive a written confirmation via email, SMS, or WhatsApp. Dhobee reserves the right to refuse or cancel a booking at any time at its discretion.

5.3 Packages and Subscriptions

We offer recurring cleaning packages (bi-weekly, weekly, or 2/3/4/5/6 times per week) on contract periods of 1, 3, 6, or 12 months. Package terms are as described at the time of booking. Package rates are fixed for the duration of the contract period.

5.4 Rescheduling and Cancellations

• Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment.
• Cancellations made within 24 hours of the appointment may be subject to a cancellation fee equivalent to one visit charge.
• No-shows without prior notice will be charged in full.
• Dhobee reserves the right to reschedule appointments in cases of staff unavailability, emergencies, or force majeure events.

6. Pricing and Payment

6.1 Pricing

All prices are quoted in UAE Dirhams (AED) and are inclusive of VAT where applicable. Prices are as displayed on our platform at the time of booking. Dhobee reserves the right to update pricing at any time; however, confirmed bookings will be honoured at the agreed price.

6.2 Payment Methods

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard)
• Apple Pay
• Google Pay
• Bank transfer
• Cash on delivery (for selected services)

6.3 Online Payment Security

All online payment transactions are processed through our secure, PCI-DSS compliant payment gateway. Your payment card details are encrypted during transmission and are not stored on our servers. By providing payment details, you authorise Dhobee to charge the applicable amount for your booked services.

6.4 Promotional Discounts

Promotional offers and discount codes are subject to their own specific terms and may not be combined with other offers unless explicitly stated. Dhobee reserves the right to withdraw or modify promotions at any time.

7. Service Delivery

7.1 Access to Premises

You are responsible for ensuring that our service team has safe and unobstructed access to the service location at the agreed time. Dhobee is not liable for delays caused by access difficulties.

7.2 Cleaning Materials

You may choose to provide your own cleaning materials or request that our team brings them (subject to an additional charge). Dhobee's team will use professional-grade, safe cleaning products. Please inform us of any known allergies or sensitivities prior to the service.

7.3 Valuables and Fragile Items

Please secure or remove any valuables, jewellery, or fragile items from service areas before our team arrives. Dhobee will exercise reasonable care but does not accept liability for loss of or damage to unsecured valuables or pre-existing fragile items.

7.4 Pets

Please inform us if pets are present at the property. Our team reserves the right to decline services if the presence of pets poses a health or safety risk to staff.

8. Quality Assurance and Re-cleaning

We are committed to delivering high-quality services. If you are not satisfied with the outcome of a service, please notify us within 24 hours of completion. We will assess your feedback and, where reasonable, offer a complimentary re-clean of the affected areas at no additional cost.

Re-cleaning requests are subject to availability and must relate to the same service and location. Claims made after 24 hours of service completion may not be eligible for a re-clean.

9. Liability and Indemnification

9.1 Limitation of Liability

To the fullest extent permitted by applicable law, Dhobee's total liability to you for any claim arising from the use of our Services shall not exceed the amount paid by you for the specific service giving rise to the claim. Dhobee is not liable for:

• Indirect, incidental, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Damages resulting from your failure to follow our instructions or recommendations
• Pre-existing damage or conditions at the service location

9.2 Damage Claims

Any damage claim must be reported in writing to support@dhobeeuae.com within 24 hours of the service completion, with photographic evidence. Claims reported after this period may not be considered. Dhobee reserves the right to investigate all damage claims before accepting liability.

9.3 Indemnification

You agree to indemnify and hold Dhobee, its officers, employees, and agents harmless from any claims, losses, damages, liabilities, costs, and expenses arising from your breach of these Terms or your misuse of our Services.

10. Intellectual Property

All content on our website and applications, including text, graphics, logos, images, and software, is the property of Dhobee Laundry LLC or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

11. User Conduct

You agree not to:

• Use our Services for any unlawful or fraudulent purpose
• Harass, threaten, or abuse our staff or service teams
• Provide false information when registering or booking
• Attempt to gain unauthorised access to our systems or data
• Use our platform to send unsolicited communications

Dhobee reserves the right to suspend or terminate your account if you breach these conduct requirements.

12. Third-Party Services and Links

Our platform may contain links to third-party websites and services. These links are provided for your convenience only. Dhobee does not endorse, control, or accept responsibility for the content or practices of third-party sites. Your use of any third-party service is governed by that party's terms and policies.

13. Privacy

Your use of our Services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. The Privacy Policy explains how we collect, use, and protect your personal information. By using our Services, you consent to the data practices described in our Privacy Policy.

14. Force Majeure

Dhobee shall not be liable for any failure or delay in the performance of its obligations under these Terms due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government regulations, power outages, or industrial action.

15. Modifications to Terms

Dhobee reserves the right to modify these Terms at any time. Changes will be communicated through our website and/or by email. Your continued use of our Services after the effective date of any change constitutes your acceptance of the revised Terms. If you do not agree with the updated Terms, you should discontinue use of our Services.

16. Termination

Either party may terminate the service relationship at any time. You may terminate your account by contacting us at support@dhobeeuae.com. We reserve the right to suspend or terminate your account if you violate these Terms, engage in fraudulent behaviour, or for any other legitimate business reason.

Termination does not affect any rights or obligations that have accrued prior to the termination date.

17. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or in connection with these Terms shall first be attempted to be resolved amicably through direct negotiation.

If a dispute cannot be resolved within 30 days of written notification, it shall be submitted to the competent courts of Dubai, United Arab Emirates, which shall have exclusive jurisdiction.

18. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Dhobee with respect to the use of our Services and supersede all prior agreements, representations, and understandings.

20. Contact and Complaints

For any questions, concerns, or complaints regarding these Terms or our Services, please contact us:

Dhobee Laundry LLC

• Email: support@dhobeeuae.com
• Phone / WhatsApp: +971-50-3095343
• Website: www.dhobeeuae.com
• Operating locations: Dubai | Ras Al-Khaimah | Sharjah | Ajman, UAE

We aim to respond to all enquiries within 2 business days.