TERMS & CONDITIONS

Last Update: 04/08/2024

• GULF SHINE CLEANING SERVICES L.L.C maintains the https://www.fixd.ae/ Website ("Site").
• Visa or MasterCard debit and credit cards in AED will be accepted for payment.
• The displayed price and currency at the checkout page, will be the same price and currency printed on the TransactionReceipt and the amount charged to the card will be shown in your card currency.
• We will not trade with or provide any services to OFAC and sanctioned countries.
• Customer using the website who are Minor /under the age of 18 shall not register as a User of the website and shall nottransact on or use the website.
• Cardholder must retain a copy of transaction records and https://www.fixd.ae/ policies and rules.
• User is responsible for maintaining the confidentiality of his account.

1. Cleaning Services

1. In accordance with the terms of this Agreement, “FIXD.AE” commits to offering the following services to the Customer at the location specified by the Customer: domestic cleaning, office cleaning, end-of-tenancy cleaning, move-in cleaning, after-party cleaning, after builders cleaning, window cleaning, and ironing services (collectively known as “Service”).
2. The Service will be for such cleaning duties as agreed with the Customer at the time of booking.
3. “FIXD.AE” will send one or more cleaners (referred to as “Cleaner”) to the location specified by the customer to provide the Service, at a date and time that has been mutually agreed upon.
4. “FIXD.AE” will make every effort to provide the Service with integrity, efficiency, and in a timely and professional manner.
5. “FIXD.AE” guarantees that the Cleaners assigned to the job will have legal authorization to reside and work in the United Arab Emirates.
6. For Services such as End or Pre tenancy cleaning, after builders move in, after party on spring/deep cleaning, “FIXD.AE” can provide cleaning materials and equipment (upon request and subject to additional charge). All cleaning equipment is safe and in full working booking.
7. If any estimate is provided for the duration of the cleaning job, it is based on the average time taken to clean a home of similar size and it is not always possible to give an accurate estimate. Some flexibility may be required.
8. By accepting your booking, a legally binding contract is established between “FIXD.AE”  and the customer.
9. “FIXD.AE” will instruct all Cleaners to ensure the safety of customers’ keys and avoid attaching the customer’s address to them. However, “FIXD.AE” cannot be held liable for any loss or damage that may occur. 
10. “FIXD.AE” will make every reasonable effort to provide a replacement cleaner in case of sickness or holiday of the assigned cleaner.

2. Satisfaction Guarantee

“FIXD.AE” guarantees your satisfaction with the service provided. In the event that the customer is not completely satisfied with the standard of service provided by the Cleaner, “FIXD.AE” will arrange for a replacement cleaner to be sent as soon as possible, typically within seven working days. In case of any dissatisfaction, please contact the office within 24 hours during normal business hours.

3. Additions and Amendments Binding

1. Prior to entering into this Agreement, the customer and “FIXD.AE” will agree on a set number of hours per week/fortnight. Any changes to the Service must be approved by “FIXD.AE” before the Service begins.
2. If the customer requests any additional services or variations during the Service, they must contact “FIXD.AE” by phone for approval. The Cleaner is not authorized to agree to any changes to the Service. The customer must not request such changes directly from the Cleaner.
3. If the customer wants to change the hours/days of the Service, they should contact “FIXD.AE” immediately by phone and follow it up with a written request within 7 days, preferably by phone.

4. Customer Warranties

The Customer represents and warrants that:

1. They will ensure a safe working environment at the location specified by the Customer for the Cleaner to perform the Service;
2. The Cleaner will have unrestricted and unimpeded access to the areas of the location specified by the customer that requires the Service;
3. They will provide the Cleaner with access to all necessary services and utilities (including hot and cold water, electricity, and waste bins) as required by the Cleaner to provide the Service;
4. The client agrees to behave politely and to treat the Cleaner with respect.
5. It will inform “FIXD.AE” before the Service begins of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the location specified by the customer;
6. If the customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), they will move those items before the Service begins; and will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value before the Service begins.
7. Fridges and freezers must be thoroughly defrosted before cleaning can start. Kitchen cupboards must be emptied before cleaning can start. These items will not be covered by the terms if this is not the case. Ovens must be in a condition that will enable thorough cleaning with standard professional chemical products.
8. “FIXD.AE” will make every effort to clean electrical appliances, microwave, oven, fridge/freezer, to a high standard. However, if they have not been cleaned since they were purchased, “FIXD.AE” will not be held liable for ingrained dirt that cannot be removed using standard professional chemicals.
9. The customer agrees to inform “FIXD.AE” of any changes to the house/flat alarm code or key changes in advance.
10. The Customer agrees to fully instruct/show (including the materials) the Cleaner how to use machines (such as washing machine, dryer, iron or any other) if service requires.

5. Health and Safety Risks

1. The Cleaner has the right to conduct a job safety analysis before starting any work in booking to assess the health and safety risks at the location specified by the customer.
2. The Cleaner has the discretion to not use or to stop using any materials or cleaning equipment provided by the customer if they believe that the use of such materials or cleaning equipment poses a risk to health and safety.
3. The Cleaner may, either before or during the provision of the Service, choose not to provide or cease providing the Service if carrying out the Service presents a risk to health and safety.

6. No Engagement of Cleaners

1. The customer acknowledges that “FIXD.AE” invest significant resources in recruiting, selecting, and training its Cleaners. Unless “FIXD.AE” gives prior written permission, the customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the customer or any associate of the customer for any period during which services are provided by “FIXD.AE” or for a period within 12 months after the conclusion of any Service.
2. The customer acknowledges that “FIXD.AE” may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the customer.
3. The customer acknowledges that if they employ the Cleaner directly or indirectly within 12 months after the conclusion of the Agreement, they will have to pay “FIXD.AE” the amount of AED 15,000, and “FIXD.AE” reserves the right to start legal proceedings against the customer.

7. Job Quotations

1. The customer will be charged based on the total number of hours worked by the Cleaner.
2. Any price quoted by “FIXD.AE” is an estimate only, based on “FIXD.AE”’s experience, without inspection, and based on the information provided by the customer. Quotes are valid for a period of 15 days from the date of the quote, subject to this clause.
3. If at the beginning or during the provision of the Service, it becomes apparent that the actual cost of the Service will exceed the quote provided, “FIXD.AE” will give the customer the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed.
4. The customer must inform “FIXD.AE” whether any cleaning services required are for an ‘end of tenancy’ at the time of quotation.

8. Bookings

1. The cleaning service can be bookinged by telephone, email, or online, and by booking, the customer agrees to be bound by these terms and conditions.
2. At the time of booking, the customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the location specified by the customer.
3. “FIXD.AE” will provide all quotations at the time of booking, and the quotation will be sent via email to the customer (if an email address is provided).
4. “FIXD.AE” reserve the right not to accept a booking for any reason.
5. These terms and conditions shall be governed by the relevant United Arab Emirates law, and by agreeing to be bound by them, the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the Dubai International Financial Centre (DIFC). “FIXD.AE” reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check the website for updates.
6. Domestic Cleaning: A minimum of 2 hours per cleaning visit applies.
7. One-off/Spring Cleaning/After party: A minimum of 2 hours per cleaning visit applies.
8. End of Tenancy Cleaning: We have a fixed price for this service depending on the size of the property.
9. After builders cleaning: We will request a “list to do” from the customer, and then discuss the necessary number of hours to complete the job.
10. Carpet and upholstery cleaning prices are based on different types of space (bedrooms, rooms), sofas (2-seaters or 3-seaters), etc.

9. Payment Terms

1. The Customer agrees to pay the price quoted by “FIXD.AE”.
2. We accept the following payment methods from The Customer: (Bank transfer; weekly/fortnightly or monthly standing bookings. We also accept debit or credit cards (subject to additional charges). We can accept cash in limited cases and only after authorization by Iva “FIXD.AE”.
3. Payment for services must be made in advance by either debit or credit card over the phone. A 3% surcharge will be added for credit card payments. “FIXD.AE” will keep all customer card information confidential and will not share it with any outside parties.
4. The client grants permission for “FIXD.AE” to charge their debit/credit card for any unpaid amounts related to the cleaning services provided, including parking and congestion charges (if applicable), up to the total cost of the services booked, using the card information provided by the client.
5. The customer commits to paying “FIXD.AE” for each hour of service provided by the cleaner, as outlined in the initial agreement letter signed by both parties.
6. “FIXD.AE” generates invoices at the end of each month for services provided in the preceding month.
7. Refunds for customers will be processed at the end of each month and will be sent via bank transfer.
8. “FIXD.AE” reserves the right to charge customers a late payment fee of 10% for any overdue invoices. An additional fee of 20% will be added for delays longer than 20 days, and an additional 30% for delays longer than 30 days.
9. “FIXD.AE” reserves the right to immediately halt the cleaning services provided to a customer in the event that payment is not received or is delayed.
10. Payment Confirmation Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt. At the same time, all invoices can be downloaded by the logged-in user from the "My Orders" menu.

10. Refund Policy

1. Refunds for customers who paid by credit card will be processed only through the original mode of payment and will be completed within 10 to 45 days, depending on the issuing bank of the credit card.

11. Non-Payment

“FIXD.AE” will pursue any outstanding payments owed to the company. If it becomes necessary to use a debt collection agency or go to court to secure payment, the customer agrees to pay any fees, court costs, legal expenses or interest that may result from non-payment of their outstanding bill.

12. Non-Appearance

1. If a cleaner fails to arrive at the agreed location within an hour of the scheduled service time, does not notify either “FIXD.AE” or the customer, and does not provide the requested service,
2. A full refund of payments made by the Customer; or
3. Offer to reschedule the Service at another time mutually agreed upon between the Customer and “FIXD.AE”.

13. Complaints

If a customer is not satisfied with the services provided by “FIXD.AE”, they must inform the company within 48 hours of the service completion. “FIXD.AE” aims to provide 100% customer satisfaction and will work to resolve any issues promptly. Complaints received after 48 hours will not be considered. The company will not be held responsible for work that is not completed, or not completed to a satisfactory level if other individuals are present on the property while cleaners are working.

14. Exclusions and Limitations

“FIXD.AE” is not responsible for:

1. not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises); 
2. not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons;
3. any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of “FIXD.AE”;
4. not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during the provision of the Service;
5. existing dirt, wear, damage or stains that cannot be completely cleaned or removed;
6. any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;
7. All fragile and highly breakable items, cash, jewellery, items of sentimental value, art and antiques.
8. The cost of any key replacement or locksmith fees, unless keys were lost by “FIXD.AE” or the Cleaner.
9. Old stains that cannot be removed using normal cleaning methods.
10. Accidental damage due to faulty equipment.
11. Any accidental damage caused by a cleaner working for “FIXD.AE”, if there is an outstanding amount owed to “FIXD.AE” (excluding payment due for the cleaning visit when the accident happened).

15. Accidents, Breakage, Damage & Theft

1. While our cleaners will take great care in handling your property, accidents can still happen. “FIXD.AE” is insured with public liability insurance which covers major accidental damages caused by our cleaners.
2. The customer must inform “FIXD.AE” of any accidents, breakages or damage to property caused by a cleaner within 24 hours of the service completion.
3. Claims reported later than 24 hours after the service will not be considered. If a report of damage is made on a Saturday, it must be reported by Monday 12:00 pm to be accepted as a valid claim.
4. The customer is responsible for securing or removing fragile and highly breakable items. Excluded items from liability are cash, jewellery, items of sentimental value, art and antiques.
5. The company may need access to the location of the claim within 24 hours to assess or correct the problem.

16. Cancellation Policy

1. The customer must give “FIXD.AE” at least 24 hours’ notice if they wish to suspend, postpone or cancel the service for any reason.
2. Customer can cancel their requested services within 24 hours; refunds will be made back to the payment solution used initiallyby the customer. Please allow for up to 45days for the refund transfer to be completed.
3. If the customer wants to cancel the cleaning contract, they must give “FIXD.AE” 2 (two) weeks’ written notice for cancellation. If this is not done, the customer will be responsible for paying the outstanding amount.
4. “FIXD.AE” will try to reschedule the service if notice has been given.
5. For domestic cleaning, the customer agrees to pay the full price of the cleaning visit if they cancel or change the date/time less than 24 hours before the scheduled appointment. They also agree to pay the full price of the cleaning visit in the event of a lock-out caused by the cleaners being turned away, no one being at home to let them in, or a problem with keys provided. The keys provided must open the lock without any special efforts or skills.
6. “FIXD.AE” reserves the right to cancel the contract between us if:

– “FIXD.AE” may cancel the contract if it does not have enough staff to fulfil the booking, does not cover the customer’s area, or if one or more of the services bookinged was listed at an incorrect price due to a typographical error.

– If the contract is cancelled, “FIXD.AE” will notify the customer by email within 5 days of the booking.

1. These terms and conditions do not intend to limit any rights the customer may have as a consumer under applicable local law or other statutory rights that cannot be excluded, nor to exclude or limit “FIXD.AE”’ liability for death or personal injury resulting from their negligence.
2. By entering into a contract with “FIXD.AE”, the customer agrees that after the termination of the cleaning service, they will not hire or use any domestic services provided by a current or former cleaner introduced to them by “FIXD.AE”. If the customer wishes to hire or use such services, they must pay a referral fee of AED 15,000.

16. Ownership of Rights

“FIXD.AE” owns or has a license for all rights, including copyright, on this website. Using the website or its contents for any purpose other than personal, non-commercial use is prohibited without the company’s permission. It is not allowed to modify, distribute, or repost anything on the website without permission.

17. Availability

All services are subject to acceptance and availability. If the service you have booked is not available, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the service is available or to cancel your booking.

18. Prices

The prices payable for services that you book are as set out on our website. All prices are inclusive of tax at the current rates and are correct at the time of entering information.

19.  Privacy Policy

The Customer acknowledges that any information provided by the Customer may be used by “FIXD.AE” for the purpose of providing the Service. “FIXD.AE” agree not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).

All credit/debit cards' details and personally identifiable information will NOT be stored, sold, shared, rented or leased toany third parties.

"FIXD.AE" will not pass any debit/credit card details to third parties.

FIXD.AE takes appropriate steps to ensure data privacy and security including through various hardware andsoftware methodologies. However FIXD.AE (website) cannot guarantee the security of any information that isdisclosed online.

You can access the more detailed privacy policy document regarding the data collected for the use of the Cookie Policy, as well as the fixd.ae website and applications, through this link. https://fixd.ae/page/privacy-policy

20. Law, Jurisdiction and Language

This Agreement shall be governed by and construed in accordance with the laws of the Dubai International Financial Centre (“DIFC”). Any dispute, difference, controversy or claim arising out of or in connection with this contract, including (but not limited to) any question regarding its existence, validity, interpretation, performance, discharge and applicable remedies, shall be subject to the exclusive jurisdiction of the Courts of the Dubai International Financial Centre (“the DIFC Courts”). All contracts are concluded in English.

21. Changes to this agreement

“FIXD.AE” reserves the right to update or modify these terms and conditions at any time without prior notice by publishing an updated agreement on its website. The updated agreement will take effect 24 hours after it has been published on the website.

CONTACT US

Name of the company: GULF SHINE CLEANING SERVICES L.L.C (FIXD.AE)
E-mail address: [email protected]