This page outlines our Service Policy and our Terms & Conditions (legal terms governing our services).

By booking a service with ALO MAIDS you confirm that you have read, understood, and accepted the following terms and conditions in full.

1. Our Services

We offer general home cleaning, housekeeping service, office cleaning, domestic guest service, corporate guest service, deep cleaning of residential and corporate spaces, washing and ironing, general household help including child care and pet walking etc.

2. Access to Premises

• It is the client’s responsibility to ensure proper access to the job site at the scheduled time. Alternatively, ALO MAIDS can be requested to arrange access at least 5 working days in advance.
• If the client cannot provide access on time — for any reason — waiting time or lost time will remain chargeable.

3. Service Guarantee

Our cleaning and housekeeping staff are trained to deliver high quality services at all times. If for any reason the service falls short and you are not satisfied, we will clean it again for free. To avail the free make-up service:

• The client must notify ALO MAIDS within 12 hours of the service.
• Proof of the issue (e.g. photos) must be provided.
• The free make-up applies only with the same team or cleaner.
• Free make-up cleanings do not apply if the area has been used or becomes dirty again after our cleaners have left.
• The guarantee applies to the original scope of work.

4. Payments & Promotions

• Payment for all cleaning services must be made immediately upon completion, unless otherwise agreed in writing for contractual customers.
• Accepted payment methods: Cash, credit card, cheque, or bank transfer payable to ALO MAIDS bank account or as per the signed contract. Credit card payments are subject to an additional fee to cover third-party processing charges.
• If an online payment link expires unused, an additional AED 5 charge applies to generate a new link.
• Late payments carry a fee of 3% per month.
• If multiple promotions are active, only one promotion may be applied per booking.
• The Loyalty Card is applicable only when the client pays the full rate — not a discounted rate — and is not combinable with any other promotion.
• The Referral Program, where clients earn free cleaning hours for referring friends, remains unaffected by promotions.

5. Service Rescheduling & Booking Cancellations

• In unforeseen situations, ALO MAIDS reserves the right to cancel or reschedule a service with prior notice and without financial obligation to the client.
• Last-minute casual cancellations (less than 16 hours’ notice) are subject to a 50% charge of the total scheduled job value.
• In cases of staff illness or leave, a replacement will be arranged and the customers are expected to accept the replacement to maintain the scheduled service.

For recurring services (Weekly, Bi-Weekly, 3x per Week, or Daily):

• A client may cancel one session after every 4 consecutive completed sessions, without penalty and with proper advance notice.
• Additional cancellations within the same month will incur a 50% charge, even with notice.
• If a client cancels two consecutive sessions, ALO MAIDS reserves the right to reassign the team to another client. A holding fee may be paid to retain a specific cleaner or team.
• If two consecutive invoices remain unpaid, ALO MAIDS reserves the right to terminate the service and pursue legal recovery of outstanding amounts.

6. Refunds, Claims & Complaints

• All cleaning services are considered completed to the client’s satisfaction unless written notice is received by ALO MAIDS within 12 hours of the service delivery.
• Refund claims will not be considered once the service has been delivered.
• Service complaints other than for quality of the service, will be fully investigated and resolved to the client’s satisfaction as much as practically possible.
• Loss, damage, or missing items must be reported before staff leave the premises or within 6 to 8 hours of service delivery.
• Clients may file a police report for missing or lost items and ALO MAIDS will fully cooperate.
• No service complaints will be entertained after 12 hours from service completion.

Clients are strongly advised to sign the service delivery receipt or invoice after every cleaning. Clients who choose not to sign do so at their own risk.

7. Loyalty & Referral Program

• Loyalty cleaning hours may be redeemed only via the physical Loyalty Card.
• Eligibility for the free cleaning hour begins after 4 completed cleaning services; hours may be redeemed from the 5th service onwards.
• Loyalty hours are used exclusively to extend a cleaning session — they cannot be redeemed as standalone sessions or with short bookings.
• Referral hours, earned by referring friends, provide free cleaning hours which can be used to extend a cleaning session or redeemed against a cleaning service.
• Loyalty and referral hours cannot be accumulated or combined to use in one cleaning session.
• Loyalty and referral free hours apply to a single cleaning service session only and cannot be split across multiple service bookings.
• Loyalty and referral hours expire in 30 days from the date of the first cleaning and cannot be used after this period.
• Loyalty hours are non-transferable and may only be used by the cardholder.
• ALO MAIDS reserves the right to modify or terminate the Loyalty Card and Referral Program at any time.
• Disputes regarding the Loyalty Card will be resolved at the discretion of ALO MAIDS.

8. Health & Safety

• Our staff are trained to follow basic safety procedures.
• Customers must inform us of any hazards (e.g., pets, chemicals, unsafe areas) at the time of service booking.
• ALO MAIDS reserves the right to stop or cancel the service if conditions are unsafe for our staff and a cancellation fee may apply to the customer.

9. Service Limitations

Our cleaning services do not include:

• Any hazardous material handling.
• Heavy lifting of items including furniture, beyond reasonable limits.
• Repair or maintenance work unless explicitly agreed with ALO MAIDS and for which a different rate applies.

ALO MAIDS reserves the right to refuse tasks that:

• Pose safety risks
• Are outside the agreed scope of service

10. Exclusive Partner Discounts

• Partner discounts are valid within 30 days of the client’s most recent cleaning service. Clients inactive for more than one month are not eligible.
• Discounts are subject to verification of active ALO MAIDS service usage.
• Partner discounts are non-transferable and personal to the registered client.
• Availability and terms are subject to partner policies and may change without notice.
• Partner discounts cannot be combined with other promotions unless explicitly stated.
• ALO MAIDS reserves the right to modify or withdraw partner discount offers at any time without advance notice.

11. Hiring Our Cleaners

All ALO MAIDS staff are employed under company sponsorship. If a client wishes to privately employ any staff member directly, a one-time recruitment transfer fee of AED 12,000 applies. All associated visa and legal transfer costs will also be covered by the customer.

12. Legal Terms & Conditions

• By booking a cleaning service, you agree with ALO MAIDS Service Policy and the terms and conditions outlined below.
• Late payments are subject to a 3% monthly fee.
• Customers with monthly contracts for recurring cleaning schedules are required to provide: Tenancy contract of the property, Emirates ID copy, and Passport copy.
• ALO MAIDS reserves the right to reschedule or cancel a service due to operational and unforeseen circumstances and/or assign a replacement staff when necessary and without any financial liability.
• ALO MAIDS reserves the right to suspend or terminate service in cases of too frequent cancellations, unpaid invoices and misuse of service.
• ALO MAIDS reserves the right to suspend or cancel or modify the Loyalty Card and Referral Program without advance notice.
• These terms and conditions are governed by the laws of the United Arab Emirates and any disputes shall be subject to the jurisdiction of the courts of Dubai.
• ALO MAIDS is not liable for any indirect or incidental damages. Our liability is limited to the value of the service provided.
• ALO MAIDS reserves the right to refuse tasks that pose safety risks for our staff and are outside the agreed scope of service.

13. Contact

For support, complaints, or service-related queries:

• Phone: +971 4 321 8441
• Mobile: +971 55 544 7441
• Email: info@alomaids.com
• Address: Office 10, Level 1, Union Cooperative Building, Next to Oasis Mall, Al Quoz 1, Dubai, UAE