Legal
Refund and Cancellation Policy
When you get your money back, when you do not, and how long it takes.
Draft - awaiting legal review.
Working draft reflecting the cancellation rules the booking system actually enforces. It must be reviewed against UAE consumer-protection law and the card-scheme and Tabby merchant rules before launch.
Last updated 24 August 2026
1. Cancelling or rescheduling
Cancel or move any booking free of charge up to 12 hours before your slot starts. Message us on WhatsApp or reply to your confirmation email - there is no form to fill in.
- More than 12 hours before: full refund, or move the visit at no cost.
- Inside 12 hours: 50% of the visit price is retained, because the slot can no longer be filled.
- No-show, where our cleaner arrives and cannot get access: the full price is charged.
2. If we cancel
If we cannot attend for any reason, you are refunded in full and we offer you the next available slot. If the cancellation was ours and it was inside 12 hours, the replacement visit is discounted by 20%.
3. If you are not happy with the clean
Tell us within 48 hours and we send a team back to re-clean the areas concerned at no charge. If it is still not right after that return visit, you do not pay for that visit and we refund what you paid.
This is the guarantee. It is not conditional on photographs, forms or negotiation.
4. Recurring bookings
You can skip an individual visit, pause the schedule, or cancel the whole arrangement at any time, subject to the same 12-hour notice on each visit. There is no minimum term and no exit fee.
Recurring discounts already applied to completed visits are not clawed back if you cancel later.
5. How refunds are paid
Refunds go back to the original payment method. Card refunds are issued immediately by us and typically appear within 5 to 10 working days depending on your bank. Tabby refunds are processed through Tabby and follow their timelines. Cash bookings are refunded by bank transfer.
6. Deposits and surcharges
Public holiday, same-day and out-of-hours surcharges are refunded on the same terms as the visit they relate to. Add-ons are refunded in full if the visit is cancelled in time.
7. Post-construction and specialty work
[PLACEHOLDER - LAWYER TO REVIEW] Jobs quoted after a site survey may need separate cancellation terms, because they are scheduled in multi-day blocks. Drafting required.
8. Contact
Refunds and complaints: hello@stronghold.ae, or WhatsApp +971 50 791 8528. We answer every complaint - we do not route them to a form and hope you give up.