Terms of Service

1. Who we are

These terms are between you and StrongHold Cleaning Services LLC, a cleaning services company licensed in Dubai, United Arab Emirates. "We", "us" and "StrongHold" mean that company. "You" means the person making the booking.

[PLACEHOLDER] The DED trade licence number and registered address must be inserted here once supplied by the client.

2. Booking and confirmation

A booking is confirmed when we send you a confirmation email containing a reference in the format SH-YYMMDD-XXXX. Until then, no contract exists between us.

You are responsible for the accuracy of the address, access instructions and contact details you give us. If our cleaner cannot get access with the instructions provided, the visit is treated as a no-show.

3. Prices, VAT and payment

All prices are shown in UAE dirhams excluding VAT. VAT at 5% is added as a separate line at checkout and appears on your invoice.

We accept card payments (including Apple Pay and Google Pay) through Stripe, instalments through Tabby, and cash on completion for eligible one-time bookings. Card details are handled entirely by our payment providers and never reach our servers.

Surcharges for public holidays, same-day bookings and out-of-hours visits are shown on your quote before you pay. We do not apply charges you have not seen.

4. Cancellations, rescheduling and no-shows

You may cancel or reschedule free of charge up to 12 hours before your slot starts.

• Inside 12 hours: 50% of the visit price is charged.
• No-show, where our cleaner cannot access the property: the full visit price is charged.
• If we cancel or cannot attend, you are not charged anything and we will offer the next available slot.

5. Our guarantee

If you are not satisfied with a visit, tell us within 48 hours and we will return and re-clean the areas concerned at no charge. If it is still not right after the return visit, you do not pay for that visit.

The guarantee covers the quality of cleaning. It does not extend to work outside the agreed scope, or to pre-existing damage, staining or wear.

6. What we do not do

For the safety of our staff and your property, our cleaners will not:

• Use ladders above two metres or clean the outside of windows above ground level.
• Move furniture heavier than one person can safely shift.
• Handle biohazards, animal waste, mould remediation or pest control.
• Use chemicals you supply that we judge unsafe for the surface or the room.

7. Liability

[PLACEHOLDER - LAWYER TO DRAFT] This section must set out our liability for damage caused by our staff, the notification window for claims, the interaction with our public liability insurance, and any cap on liability permitted under UAE law. Do not publish generic wording copied from another jurisdiction.

We carry public liability insurance. Provider and coverage details are available on request.

8. Your obligations

Please secure valuables, cash and important documents before a visit, tell us about pets, alarms and anything fragile, and make sure the property has running water and electricity.

9. Recruitment of our staff

[PLACEHOLDER - LAWYER TO REVIEW] Our cleaners are our employees, sponsored on our visas. A clause on direct hiring of staff introduced through us needs drafting, and must be checked against UAE labour law before it is enforceable.

10. Governing law

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.

11. Contact

Questions about these terms: hello@stronghold.ae, or WhatsApp +971 50 791 8528.