Fil Xpat Cleaning Service

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REFUND AND CANCELLATION POLICY

Last Updated: 09 Oct 2025

Overview

Fil Xpat Cleaning Services LLC is committed to customer satisfaction. This policy outlines our refund and cancellation terms in accordance with UAE consumer protection regulations.

Cancellation by Client

One-Time Services (Deep Cleaning, Specialized Services)

More than 24 hours before scheduled service:

  • Full refund of any advance payment
  • Deduction of 5% payment processing fee (if applicable)
  • Refund processed within 5-7 business days

12-24 hours before scheduled service:

  • 50% of service fee charged as cancellation fee
  • Remaining 50% refunded within 5-7 business days
  • Reason: Staff already assigned and materials prepared

Less than 12 hours or no-show:

  • 100% service fee charged (no refund)
  • Team already dispatched and materials prepared
  • Alternative: Reschedule within 7 days (one-time courtesy)

Regular Cleaning Contracts (Weekly/Monthly Services)

Contract Cancellation:

  • 30 days written notice required
  • Services continue during notice period
  • No refund for remaining contract term
  • Outstanding payments must be settled

Missed Appointment:

  • First missed appointment: Warning issued
  • Second missed appointment: 50% of scheduled service charged
  • Third missed appointment: Contract may be terminated with fees due

Cancellation by Fil Xpat Cleaning

If we cancel your service due to:

Our Reasons (staff shortage, emergency, error):

  • Full refund of any advance payment
  • Free rescheduling at your convenience
  • Priority booking for next available slot
  • 10% discount on next service (as goodwill gesture)

Your Property Conditions: If upon arrival, our team cannot perform service due to:

  • Unsafe working conditions
  • Severe pest infestation requiring professional treatment first
  • Property access issues
  • Undisclosed hazardous materials
  • Extreme property condition beyond scope

Then:

  • Full service fee charged (team dispatched, time spent)
  • Refund only if conditions were disclosed and we accepted booking
  • Reschedule available once issues resolved

Refund Eligibility

Eligible for Full or Partial Refund:

  • Service not performed as agreed
  • Significant quality issues reported within 24 hours
  • Service cancelled by us without valid reason
  • Double booking or scheduling error on our part
  • Timely cancellation as per policy above

NOT Eligible for Refund:

  • Client dissatisfaction with subjective results (we offer re-clean instead)
  • Pre-existing damage or stains that cannot be removed
  • Client changed mind after service completion
  • Third-party delays (building security, traffic, etc.)
  • Services performed as described but client expectations differed
  • Failure to report issues within 24 hours
  • Client not present for final inspection (unless waived)

Satisfaction Guarantee

If you’re unhappy with our service:

Within 24 Hours of Service:

  • Contact us immediately with specific concerns
  • Provide photos if applicable
  • We will return to re-clean affected areas FREE (one-time)
  • Available only for items included in original service scope

After 24 Hours:

  • No guarantee applicable
  • Goodwill gestures at management discretion
  • Discount on next service may be offered

Refund Process

How to Request Refund:

  1. Contact us via phone (+971 56 683 3252) or email within 24 hours
  2. Provide booking reference number
  3. Explain reason for refund request
  4. Provide supporting evidence if applicable (photos, videos)

Refund Timeline:

  • Cash payments: Refund within 24-48 hours via bank transfer
  • Card payments: 5-7 business days (depending on bank)
  • Bank transfers: 3-5 business days

Refund Method:

  • Refunded to original payment method
  • If original method unavailable, bank transfer to client’s UAE bank account
  • Processing fees (if any) deducted from refund amount

Rescheduling Policy

Client Requests:

More than 24 hours before service:

  • Free rescheduling (one time)
  • Subsequent reschedules may incur AED 50 fee

Less than 24 hours before service:

  • AED 100 rescheduling fee
  • Subject to availability

Same-day rescheduling:

  • Not permitted (considered cancellation)
  • Cancellation fees apply

Fil Xpat Requests:

  • Always free for client
  • We provide alternative date/time options
  • Compensation may be offered for inconvenience

Weather-Related Cancellations

In case of extreme weather (sandstorms, floods, etc.):

  • Either party may reschedule without penalty
  • Decision made for safety of staff and clients
  • Free rescheduling to next available date

Payment Disputes

If you dispute a charge:

  1. Contact us immediately with details
  2. We will investigate within 3-5 business days
  3. If error confirmed, immediate refund processed
  4. If no error found, charge stands with explanation provided

For credit card disputes:

  • Contact us before disputing with bank
  • We provide documentation to support charge
  • Unjustified chargebacks may result in service suspension

Special Circumstances

Medical Emergencies:

  • Immediate family medical emergency: Full refund with proof
  • Must notify us as soon as possible
  • Reschedule when convenient for you

Property Damage:

  • If we cause damage, we will repair or compensate
  • Must be reported within 24 hours with evidence
  • Our insurance handles valid claims up to policy limits

Service Quality Issues:

  • Free re-clean for any legitimate quality concerns
  • Must be reported within 24 hours
  • Re-clean scheduled within 48 hours

Non-Refundable Items

  • Service call-out fees (if service cannot be performed due to client)
  • Specialized materials or products purchased specifically for your job
  • Third-party costs already incurred (parking fees, equipment rental, etc.)
  • Convenience fees or rush service charges

Contract Terms (Regular Services)

For monthly or quarterly contracts:

  • Minimum contract period clearly stated
  • Early termination fees may apply
  • 30 days notice required for cancellation
  • Promotional pricing valid only for full contract term
  • Breaking contract may require payment of remaining discounted amount difference

Consumer Rights (UAE)

Under UAE consumer protection law, you have the right to:

  • Clear information about services and pricing
  • Safe and quality services
  • Fair treatment and respect
  • Privacy and data protection
  • Complaint resolution

If you believe your consumer rights have been violated:

  • Contact Dubai Economy Department (Dubai)
  • Contact Department of Economic Development (other emirates)
  • We fully cooperate with government consumer protection authorities

Contact for Refunds and Cancellations

Fil Xpat Cleaning Services LLC

  • Phone: +971 56 683 3252 (Available 8 AM – 8 PM daily)
  • WhatsApp: +971 56 683 3252
  • Email: info@filxpatcleaning.ae
  • Response time: Within 24 hours

Policy Updates

This policy may be updated periodically. Changes will be posted on our website with an updated date. Current policy applies to all bookings made after the update date.