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PRIVATO - Cleaning & Technical Services

General Terms & Conditions


The PRIVATO – Group of which PRIVATO – Cleaning & Technical Services is part of, is located in the Emirate of Dubai of the United Arab Emirates, which stipulates that the applicable law is the local law. Any disputes arising in connection herewith shall be dealt with exclusively by a competent court in the UAE.

These terms and conditions constitute the entire service agreement (the “Agreement”) between you (the “Customer”) and PRIVATO – Cleaning & Technical Services (“Privato”). Please take a moment to read this agreement carefully.

1. Cleaning Services
  1. Subject to the terms and conditions of this Agreement, Privato agrees to provide housekeeping, office cleaning, end of lease, move-in, after-party, post-construction, window cleaning and other agreed upon services (the “Service”) to Customer at the time specified by Customer on specified address (the "Place").
  2. The Service is intended for cleaning work as agreed with the Customer at the time of booking and may be recorded in writing if there is a deviation from the standard agreements.
  3. Privato will provide one or more cleaners (the “Cleaners”) to provide the service(s) on the Place at the time and date mutually agreed between Privato and the Customer (the “Service Time”).
  4. Privato strives to provide the service carefully and in a timely and professional manner. If unforeseen circumstances arise, we will inform the customer in a timely manner.
  5. For services such as final or pre-rental cleaning, after construction, move-in, after party for spring/deep cleaning, Privato can supply cleaning materials and/or equipment (upon request and at an additional cost). All cleaning equipment is safe and fully functional.
  6. If an estimate is given as to how long it will take for our cleaners to complete their job, this is only an estimate based on the average time it takes to clean a similar sized home. It is difficult to estimate exactly how long the job will take and a degree of flexibility may be required.
  7. Our acceptance of your booking creates a legally binding contract between us.
  8. Privato will advise all cleaners to keep the customer's keys safe at all times and not to keep the customer's address attached to them; although Privato accepts no responsibility for any loss or damage should this occur.
  9. Privato will make all reasonable efforts to replace the Cleaner of your choice in the event of illness or holiday, subject to availability.
2. Satisfaction Guarantee

Your satisfaction is guaranteed. If you are not completely satisfied with the level of service provided by the Cleaner, Privato will propose a replacement Cleaner to you as soon as possible. Please contact the office as soon as possible within 24 hours during our normal business hours.

3. Representations and Warranties

The Customer represents and warrants that:

  1. It will provide a safe working environment at the Premises for the Cleaner to perform the Service. (This also applies to the temperature at which work is performed)
  2. The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service.
  3. When a permit is required for the work, it is granted. If documents from Privato or the cleaner are required for this, we will make these available. If the cleaner cannot carry out the work due to not having the necessary permit, the costs for the cleaning will be charged as normal (without discount).
  4. It will provide the Cleaner with access to all services and utilities inside the unit (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service.
  5. The client agrees to behave nicely to the Cleaner and to treat her/him with respect.
  6. It will advise Privato prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises.
  7. It is authorized to use the Premises and obtain the provision of Service.
  8. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
  9. Fridges and Freezers must be thoroughly defrosted before cleaning can start. Kitchen cupboards must be emptied before cleaning can start. They will not be covered by the terms if this is not the case. Ovens must be in a condition that will enable thorough cleaning with standard professional chemical products.
  10. We will do our best to make sure your electrical appliances, microwave, oven, fridge/freezer, are cleaned to a high standard. However, if they have not been cleaned since they were purchased, we won’t be held liable for ingrained dirt that cannot be shifted using standard professional chemicals.
  11. The cleaner is not responsible of segregating the laundry before washing. If for any reason discoloration or spots appear, Privato will not be held responsible.
  12. The Customer agrees to fully instruct/show (included the materials) to the Cleaner how to use machines (such as washing machine, dryer, iron or any other) if service require.
  13. A charge (no refund) appears for you if the Customer is away and don’t inform us that won’t need Service.

4. Health and Safety Risks
  1. The Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if The Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.
  2. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
  3. The Cleaner may, either before or during the provision of the Service not provide or cease the clean of Animal and Human waste. Waste is not just an urban menace: it is an environmental pollutant and a human health hazard! Animal waste can contain bacteria, parasites, and pathogens that can directly and indirectly cause people to get sick.
5. No Engagement of Cleaners
  1. The Customer acknowledges Privato invest significant resources in recruiting, selecting and training its Cleaners. Unless Privato give prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by Privato or for a period within 12 months after the conclusion of any Service.
  2. The Customer acknowledges that Privato may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
  3. The Customer acknowledges that have to pay Privato the amount of AED 32,000 if employ the Cleaner direct or indirect within 12 months after the conclusion of the Agreement. Privato keeps the rights to start legal procedure against the Customer.
6. Bookings
  1. Our cleaning service may be ordered by telephone, e-mail or online and you agree to be bound by these terms and conditions
  2. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises 
  3. Privato provide all quotations at the time of booking, quotation will be sent via email to the Customer (if email address is provided).
  4. Privato reserve the right not to accept a booking for any reason.
  5. These terms and conditions shall be governed by the relevant United Arab Emirates law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Arab Emirates. Privato reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check the website for updates.
  6. A minimum of 2 hours per cleaning visit applies.
  7. We offer the services at an hourly rate. We also have package prices for various services. These package prices only apply if you conclude an agreement with Privato for cleaning for a longer period and possibly multiple units.
  8. For large cleaning projects we will ask you for a “to do list” and then we can discuss how many hours are required to complete the job for you.
7. Availability

All services are subject to acceptance and availability. If the service you have booked is not available, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the service is available or to cancel your booking.

8. Prices

The prices payable for services that you book are as set out in our website. Privato has the right to change applicable contract prices given 7 days’ notice.
Extra Fee of AED 10 applies on cash bookings.

9. Cancellation
  1. The Customer must provide Privato with at least 24 hours notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.
  2. You agree to pay the 50% price of the cleaning visit if you cancel or change the date/time less than 24 hours prior to the scheduled appointment. You agree to pay the full price of the cleaning visit in the event caused by our cleaners being turned away for any reason; no one home to let them in; or a problem with your keys. If keys are provided they must open the lock without any special efforts or skills.
10. Cancellation by Privato

We reserve the right to cancel the contract between us if:

  1. We have insufficient staff to fulfil the booking you have ordered.
  2. We do not cover your area.
  3. One or more of the services you ordered was listed at an incorrect price due to a typographical error.
  4. If we do cancel your contract we will notify you by e-mail within 7 days of your booking.
  5. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer neither under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
  6. By entering into a contract with Privato, you agree that after the termination of the cleaning service you will not hire or use any domestic services provided by a present or past cleaner introduced to you by Privato, Privato will open a case in UAE courts of illegal hiring of our cleaner.
11. Payment Terms
  1. The Customer agrees to pay the price quoted by Privato.
  2. The cleaners will be paid by Privato.
  3. We accept the following payment methods from The Customer; Bank transfer, Debit card (via online payment gateway), Credit card (via online payment gateway) Cash in limited cases and only after the authorization by Privato
  4. The Customer agrees to pay Privato for every hour of service carried by the Cleaner.
  5. Privato prepares contract invoices on the end of each month for services rendered in the previous month.
  6. Privato reserves the rights to charge the Customer a late payment fee of 10% for any overdue invoices; 20% for delay more than 10 days; 30% for delay more than 20 days.
  7. Privato reserves the rights to stop with immediate effect the cleaning services provided to the Customer in case of no payment received or delayed payment.
  8. The keys are returned within five working days after the invoices have been paid in full.
12. Non-Payment

Privato will collect any outstanding monies owed to us. If as a result we have to use a county court to secure payment, you agree to pay any debt collecting fees, court fees, legal cost, or interest that will occur due to the result of non-payment of your outstanding bill.

13. Payment Confirmation

Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt of payment.

14. Refund Policy

Refunds will be done only through the Original Mode of Payment. Please allow for up to 45days for the refund transfer to be completed.

15. Contracts

While Contract terms and conditions are mentioned in each contract between Privato and the client, the following serves as addition and over writes any other contradiction term within the contract.

  1. Privato will cover Cleaner absence, refusal to work only, Privato will not cover any sick days or public holidays set by UAE that result in cleaner absence, the Client has to pay for the above mentioned days fully.
  2. Privato will provide medical insurance to cleaners as per UAE law of each emirates, Privato has direct employers under Company sponsorship, also have other employers under man power supply agencies sponsorship.
16. Accidents, breakage, damage & theft
  1. While our cleaners will treat your home with great care accidents can and do happen from time to time. Privato have public liability insurance. The policy will cover major accidental damage caused by our cleaners.
  2. The Customer must inform Privato of any incident where an accident, breakage, damage to property has occurred due to any act of the Cleaner within 24 hours of completion of the Service.
  3. Any claims reported later than 24 hours after the clean will not be considered. If a report of damage is made on a Friday it must be reported by Saturday 12:00 pm to be accepted as a valid claim.
  4. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
  5. We may require entry to the location of the claim within 24 hours to correct or assess the problem.
17. Complaints

If the Customer is dissatisfied for any reason with the Service provided, it must inform Privato within 24 hours of completion of the Service. Privato strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently. We will not consider any complaints that are notified after a period of 24 hours.

We will not be held liable for work not completed, or not completed to a good standard, if other people are present in the property when our cleaners are working and carrying out the job.

18. Exclusions and Limitations

Privato is not responsible for:

  1. Not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises)
  2. Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons.
  3. Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Privato.
  4. Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service.
  5. Existing dirt, wear, damage or stains that cannot be completely cleaned or removed.
  6. Any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed
  7. All fragile and highly breakable items, cash, jewelry, items of sentimental value, art and antiques.
  8. The cost of any key replacement or locksmith fees, unless keys were lost by Privato or the Cleaner.
  9. Old stains that cannot be removed using normal cleaning methods.
  10. Accidental damage due to faulty equipment.
  11. Any accidental damage caused by a cleaner working for Privato, if there is an outstanding amount owed to Privato (excluding payment due for the cleaning visit when the accident happened).
19. Accuracy of Content

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all services have been fairly described.

20. Ownership of Rights

All rights, including copyright, in this website are owned by or licensed to Privato. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

21. Privato Policy

The Customer acknowledges that any information provided by the Customer may be used by Privato for the purpose of providing the Service. Privato agree not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).

22. Law, Jurisdiction and Language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of UAE. All contracts are concluded in English.

23. Definitions

General Cleaning Service includes:

  • Dusting, vacuuming, sweeping and mopping the floors in all rooms.
  • Cleaning of all the bathrooms, including mirrors, toilets, showers and baths.
  • Cleaning of the kitchen, including wiping down appliances counters, sinks and cabinet doors.
  • Washing and drying dishes and putting them away.
  • Internal window cleaning. 

This Service does not include:

  •  Deep Cleaning and removing of grime or scale build ups.
  • Cleaning Inside Cabinets and wardrobes.
  • Furniture moving.
  • Patio or garage cleaning.
  • Cleaning unreachable areas (over 1.6 meter)
  • External window cleaning
  • Fridge Cleaning has to be mentioned in booking ahead and Client must allocate minimum of 1-hour extra time.
  • Tidying up, washing cloth as instructed, ironing and folding.


Deep Cleaning Service includes:

Everthing of general cleaning with the following extra:

  • Thorough dusting and vacuuming of entire space.
  • Deep Cleaning of all internal windows and window frames.
  • Outdoor window cleaning that does not require additional equipment such as a ladder or extended handle
  • Grease removal from kitchen walls, and counters.
  • Thorough cleaning of all cabinetry and wardrobes.
  • Cleaning of balcony and balcony rails from inside.
  • Thorough cleaning of all floors.
  • Removal of grime build up in bathroom bath, toilet, shower heads and taps.
  • Upholstery cleaning of small stains not larger than 10cm2. This must be explicitly stated, including photos, when booking

 This Service does not include:

  • Cleaning Patio or Garage.
  • Window cleaning outside that requires additional equipment such as a ladder or extended handle
24. Changes to this Terms & Conditions

Privato reserve the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.

Below we provide a list per date of which adjustments have been made to these general terms and conditions.