Cancellation refund policy

Effective date: [20/08/2026]
Applies to: Cleaning and related services booked with DustNClean in the UAE. This policy operates alongside our Terms and Conditions and does not limit rights that cannot be excluded under UAE Consumer Protection Law (Federal Law No. 15 of 2020 and related regulations).

1. Customer cancellations and rescheduling

• Full refund / no fee:Cancel or reschedule at least 24 hours before the scheduled start time.
• 25% fee:Cancel between 4 and 24 hours before the start time; we may retain up to 25% of the service charge to cover scheduling and mobilization costs.
• 50% fee:Cancel less than 4 hours before the start time, or if our team cannot access the property due to customer reasons (e.g., locked out, incorrect address, pets not secured).
• No fee:No cancellation fee applies if DustNClean materially changes the confirmed service, date, time, or price without your agreement.

2. DustNClean cancellations or inability to perform

• If we cannot provide the confirmed service (e.g., staff shortage, safety concerns not caused by you), you may choose a new appointmentor a full refund of the amount paid for the unperformed service.
• Where a service was not performed, was materially incomplete, or was not performed as agreed for a reason attributable to DustNClean, you may request remedies available under UAE law, including re‑performance at no extra charge, a proportionate refund, or a full refund where appropriate.

3. Refund eligibility and assessment

Refunds may be considered where:

• The service was not provided as booked (e.g., missed areas, incorrect service type).
• There is documented damage caused by our team during the service.
• You cancelled within the free‑cancellation window and prepaid.

To request a refund, contact us promptly with your booking reference, reason for the request, and supporting photos where relevant.

4. Refund method and timing

• Approved refunds are returned to the original payment methodwhere possible.
• We will initiate refunds within 7 business daysof approval; your bank or payment provider may require additional processing time.
• Cash payments may be refunded by bank transfer or another agreed method after identity and payment verification.

5. Special terms for quotations and packages

• Where a quotation, service agreement, or proposal contains specific cancellation or refund terms for a particular service, those specific written terms will apply to that service to the extent they differ from this general policy, subject always to applicable UAE law.

6. How to request a cancellation or refund

• Email:[info@dustnclean.ae]
• Phone/WhatsApp:[+971 555455954]
• Include: booking reference, scheduled date/time, reason, and photos (if claiming service issues or damage).

7. Governing law

• This policy is governed by the laws of the United Arab Emirates, including the UAE Consumer Protection Law. Any disputes shall be subject to the jurisdiction of Dubai courts, unless mandatory consumer law provides otherwise.