Terms & Conditions

1.1 Introduction and Binding Agreement

Upon accessing www.fizaprime.com, or any of our channels, to hire our service — telephonically or through chats, texts, including WhatsApp — you enter into a binding agreement with Fiza Prime Cleaning Services Est., subject to these terms and conditions.

1.2 Use of Website and Content

The use of our website, app, or any other channel is subject to these terms. The content provided serves as guidance and may be subject to periodic changes. All rights reserved.

1.3 Modification of Terms and Conditions

Fiza Prime Cleaning Services Est. reserves the right to modify or update these terms without prior notice. It is your responsibility to review these terms periodically. Continued use of our services constitutes acceptance of any changes.

1.4 Use of Cookies and Personal Information

Our website utilizes cookies to enhance your browsing experience. Your consent to cookies allows us to store certain personal information to improve our services and personalize your experience.

1.5 Prohibited Actions and Content Usage

Your usage of our website should refrain from any malicious activities. Adherence to these terms is crucial, avoiding engagement in activities deemed harmful, illegal, or disruptive to our services or other users.

1.6 Ownership and Copyright

All content available on our website is the exclusive property of Fiza Prime Cleaning Services Est. and is protected by copyright laws. Unauthorized reproduction, distribution, or use of any content is strictly prohibited.

1.7 External Links Disclaimer

While our website may contain links to external sites or third-party service providers, these entities are independent and not affiliated with Fiza Prime Cleaning Services Est. We are not responsible for the content or practices of external sites.

2.1 Contact Information and Working Hours

To facilitate bookings, the following contact details are provided. Our working hours are Monday to Saturday, 8:00 AM – 6:00 PM.

2.2 Service Booking and Conditions

Our service is booked and paid based on the service hired, not specific tasks or their completion. To ensure efficient service delivery, DEWA connection must be active and water/electricity must be accessible at the property.

2.2.1 Booking Time vs Actual Time

Any dispute regarding hours worked vs hours booked — Fiza Prime Management will calculate accordingly:

• Hourly charges apply (minimum 2 hours only)
• Extensions will be rounded off to the next hour only (based on availability)
• Hours booked or actual hours, whichever is higher
• Grace period is only 10 minutes; the 11th minute will be charged as a full hour
• Due to heavy traffic during rush hours, expected delays are between 15–30 minutes; any mutual agreements will stand from the agreed time

2.3 Service Amendments and Site Conditions

Initial quotations may be subject to adjustment if the client's original requirements differ from the site conditions upon crew arrival or if service scope changes after booking.

2.4 Estimated Service Duration and Variations

Our customer service advisors provide estimated service durations based on a basic description of the client's property. Actual service durations may vary based on actual conditions, scope, and specific requirements.

2.5 Outdoor Work and Access Requirements

Engagement in outdoor work is subject to acceptable environmental conditions at the client's property. Clients are required to provide access to inaccessible areas to enable thorough cleaning.

2.6 Service Location and Transportation

Our crew exclusively operates at the booked location and cannot be transferred without prior permission from Fiza Prime Cleaning Services Est. Transportation between locations is not included unless explicitly agreed.

2.7 Client's Responsibilities and Equipment

Clients are responsible for providing a task list and necessary cleaning materials unless arrangements have been made with Fiza Prime Cleaning Services Est. in advance.

2.8 Cancellation Policy and Charges

We value your time and efforts in notifying us about changes to scheduled services, as we turn away other clients to reserve time for your cleaning session.

• Clients can reschedule or cancel a cleaning visit by providing at least 24 hours' notice, without any extra charge.
• A 50% service fee is applicable for cancellations or changes made with less than 24 and up to 12 hours' notice.
• Cleaner turned away for any reason upon arrival at the client premises is subject to a 100% service fee.

2.9 Deals and Offers

• Only one deal or offer can be availed per service.

2.10 Termination of Recurring Service – Monthly Maid Plan

• Clients can terminate the cleaning service by providing a 30-day advanced notice in writing or via email.
• Temporary holiday suspension requires a 2-week notice; cancellation requires a 1-month notice or payment in lieu thereof.

2.11 – 2.14 Additional Client Terms

• 2.11 Specific Instructions: Clients are encouraged to provide specific instructions to ensure expectations are met.
• 2.12 Protection of Valuables: It is the client's responsibility to safeguard valuables during our staff's presence.
• 2.13 Special Treatment Items: Clothes requiring special treatment must be excluded from laundry & ironing service.
• 2.14 Client Communication: Prompt reporting of poor service, breakages, or theft within 24 hours is required for appropriate action.

2.15 – 2.19 Monthly Maid Plan Additional Terms

• 2.16 Payment: Monthly Maid plan fees are paid in advance as per offer conditions. Termination requires 30-day written notice.
• 2.17 Responsibilities: Clients must communicate objections and protect valuables during service.
• 2.18 No Show / Lock-Out: Charges apply for no-shows or instances where cleaners are turned away. Service is considered initiated 30 minutes after crew arrival.
• 2.19 Service Accountability: Report any poor service, breakages, or theft within 24 hours of your appointment.

3.1 Prioritizing Health and Safety

Our Commitment

At Fiza Prime Cleaning Services Est., the health and safety of both our team members and clients are of paramount importance. We adhere to the highest standards of health and hygiene protocols.

Regular Monitoring and Compliance

We conduct regular health monitoring for our team members, including temperature checks and symptom screenings, in adherence to prescribed regulations.

3.2 Protocol for Potential Exposure

In the event that any team member comes into contact with an unwell person, we initiate the following:

• Immediate support and guidance to the team member
• Ensuring adherence to proper medical procedures
• Clear explanation of company policy regarding exposure and quarantine
• Comprehensive risk assessment for impact on service delivery
• Transparent communication with potentially exposed clients

3.3 Client Communication and Cooperation

Clients are kindly requested to promptly inform us if they or any close family members experience symptoms or test positive for any infectious disease. In the case of confirmed illness, our services will only resume after thorough sanitization by approved entities.

3.4 Continuous Improvement and Transparency

We are dedicated to continuous review and enhancement of our health and safety protocols based on the latest guidance. We prioritize transparent and open communication with both our team and clients regarding any health concerns.

4.1 Upholding Professional Integrity

Upon termination of services, clients shall not, directly or indirectly, solicit, employ, or engage any person currently or previously employed by Fiza Prime Cleaning Services Est.

4.2 Protection of Professional Relationships

By availing our services, clients agree to uphold the professional relationships fostered during the term of engagement. Clients are expected to refrain from directly or indirectly soliciting, enticing, or employing our staff for private engagements.

5.1 Modes of Payment

Clients have the flexibility to choose from multiple payment methods. Payment can be made by cash, cheque, direct deposit to our designated bank account, or through approved online payment methods.

5.2 Service Payment Guidelines

• For on-call services, clients must settle payment either prior to or at the completion of the service.
• Monthly Maid Plan fees are payable in advance, upon receipt of the invoice in accordance with the agreement terms.

5.3 Payment Schedule and Suspension

Timely payment is crucial to maintain continuous service provision. Failure to settle the invoice by the stipulated date may result in service suspension. We reserve the right to suspend services if the invoice remains unsettled.

5.4 Additional Charges and Tax

• VAT or any other applicable taxes shall be added to the published service charge in accordance with local governing laws.
• Additional charges may apply for services provided beyond standard working hours or on public holidays.

6.1 Client Satisfaction and Complaint Resolution

Client satisfaction is a priority. Clients are encouraged to communicate any dissatisfaction within 24 hours of service completion. Upon receiving a complaint, thorough investigations are conducted and every effort is made to resolve the issue. The liability of the company is limited to the value of services provided.

6.2 Credit Refund

• Non-Execution of Service: If a service cannot be executed after online/app booking, a full refund will be provided.
• Recurring Service Cancellation: A refund for remaining unused services will be issued where applicable.
• Refunds will not be considered once the cleaning service has been completed.

6.3 Damages and Liability Coverage

• The company may cover damages due to team negligence up to a maximum of 100% of the Job Price.
• The company holds no liability for damages resulting from misinformation provided by the client.
• Clients must report any damage or loss within 24 hours of service completion.

6.4 Claim Process and Documentation

Clients seeking compensation for damages must submit: a service contract, invoices for damages, photographic evidence, and any additional requirements raised by the company or insurance provider.

6.5 Types of Claims

Type A Claim

Liability is limited to the value of services provided. Approved claims will be added to the client's account as credit for future services.

Type B Claim (Insurance Claim)

For claims under public liability insurance (TPL), the affected item's value must exceed AED 5,000. A deductible amount of AED 5,000 applies. The company will support the client throughout the insurance claim process provided necessary documents are submitted.

6.6 Conditions and Exclusions

• Cash, one-of-a-kind items, sentimental valuables, and electronics may be excluded from liability coverage.
• Failure to furnish necessary insurance documentation within one week from the incident date signifies acceptance of Type A claim resolution only.

7.1 Scope of Liability

Our liability extends to tasks explicitly outlined in the task list or specific instructions provided by the client. Liability is also limited where tasks require suitable cleaning tools, electricity, and water in full working order.

7.2 Exclusions from Liability

• Tasks not explicitly stated on our task list or absent client instructions.
• Wear, discoloration, or visible marks on floors/tiles after dirt removal, or inability to remove old/permanent stains.
• Damages from faulty client-provided equipment or incidents due to third-party entry during cleaning.

7.3 Client Responsibility and Instructions

• Clients must provide specific instructions for non-standard cleaning procedures.
• Sensitive clothing is not for our flat ironing service; use Steamer Ironing Service for specialized care.
• The client is responsible for ensuring a safe working environment for our staff.

7.4 Incident Reporting

Clients must promptly report any dissatisfaction, breakage, or damages within 24 hours of service completion. Failure to report within this timeframe will impact eligibility for refunds, retouch cleanings, or liability claims.

7.5 Missing Items Policy

Clients are advised to secure valuables before our crew's arrival. Missing items must be reported immediately following the cleaning session. Our liability is limited to the cost of the cleaning service provided.

7.6 Legal Recourse and Governing Laws

Disputes or claims arising from service-related incidents are governed by Dubai laws. By agreeing to these terms, clients submit to the exclusive jurisdiction of Dubai courts. All rights not in violation of applicable law shall remain in force.

8.1 Special Care Instructions

Customers are responsible for clearly communicating any special care instructions for garments, particularly delicate, high-value, or specialty items, prior to service commencement.

8.2 Pre-Service Verification

Customers must ensure all garments given for washing or ironing are free from pre-existing damage such as tears, stains, loose seams, or weakened fabric. The company will not be held responsible for damage to pre-existing conditions.

8.3 Damage Claims

Claims for damage must be reported within 24 hours of service with irrevocable evidence. Claims reported beyond this timeframe will not be accepted.

8.4 Claim Process for Damages

• Items valued below AED 5,000: claims limited to 100% of the service fee paid for that booking.
• Items valued AED 5,000 or above: processed through our insurance policy. Required documents include: valid service agreement, invoice or proof of purchase, and irrevocable proof that damage was caused during service. All claims are subject to final approval by the appointed insurance agency.

8.5 High-Value and Specialty Items

Customers are advised not to provide garments labelled "Dry Clean Only" or items with sensitive fabrics, beads, embroidery, or other specialty details for standard laundry or ironing service.

8.6 Liability for Embellishments and Specialty Fabrics

While we strive to handle garments with care, we cannot guarantee that embellishments such as beads, embroidery, or specialty details will remain undamaged. Certain fabric types are inherently sensitive and may react unpredictably to standard care processes. By submitting garments for service, the customer acknowledges and accepts these risks.

9.1 Client-Centric Approach

At Fiza Prime Cleaning Services Est., we prioritize your satisfaction. Our professional maids adhere to customized cleaning plans designed to meet your specific needs. Should any area not meet your expectations, our staff will revisit and address it within 24 hours of notification.

Quality Assurance / Quality Control Program

We conduct random quality inspections on a regular basis using 4 methods:

• Unannounced Visit — To ensure cleaners are properly uniformed and performing duties thoroughly.
• On-Site Inspection — A walk-through with the cleaner and/or client during regular business hours.
• Follow-up Call — A brief telephone call by our customer service agents after your session.
• Feedback Request — Email / WhatsApp / SMS with a feedback link after service.

9.2 Client Rights and Recourse

Clients may complain within 24 hours of service completion. If a resolution provided by management does not satisfy the client, they have the right to escalate further or request a refund in adherence to our Refund & Claim policy.

9.3 Client Communication and Company Guidelines

Fiza Prime Cleaning Services Est. is committed to ongoing review and enhancement of our cleaning procedures. Client feedback and suggestions play a pivotal role in our continuous improvement. We prioritize transparent communication with our team and clients.

9.4 Privacy Policy

We maintain a dedicated approach to handling client data with confidentiality and in accordance with applicable data protection laws.

9.5 Legal Adherence and Policy Amendments

Fiza Prime Cleaning Services Est. adheres to relevant legal requirements while making policy changes. We reserve the right to update or modify these policies without prior notice. Clients are encouraged to review the terms periodically.