Legal
Refund policy
IHR Dream Cleaning stands behind the quality of its work. This policy explains how we handle service concerns, what qualifies for a re-clean or refund, and the process for raising an issue after a cleaning visit.
Last updated: 23 June 2026
Our service commitment
Every IHR Dream Cleaning visit is delivered against the agreed service scope, confirmed before the team starts. Our team leader checks the completed work before leaving and invites you to walk through the property to confirm your satisfaction.
If you are not satisfied with any aspect of the service, we want to know about it. Our first step is always to understand what went wrong and, where possible, correct it promptly.
How to raise a concern
If you have a concern after a cleaning visit, contact us as soon as possible — ideally within 24 hours of the visit. The sooner we know, the better we can assess what happened and what the right resolution is.
To raise a concern, contact us by phone (+971 52 723 5299) or email (info@ihrdreamcleaning.com) with:
- Your name and the property address
- The service booked and the date of the visit
- A clear description of the concern
- Photos where relevant — photos of affected areas help us assess the issue accurately
How we resolve concerns
We review every legitimate concern and respond within one to two business days. Depending on the nature and evidence of the concern, we may offer:
- Guidance or clarification: where the issue relates to a misunderstanding of scope or expected results
- A follow-up visit: to inspect the area and confirm the concern in person
- A partial re-clean: where a specific area was missed or not completed to standard, we will return to address it
- A full re-clean: in serious cases where the overall service quality was not acceptable
- A partial or full refund: where a re-clean is not practical or the service was materially below the agreed standard
What is not covered
Our refund policy applies to cleaning work that falls below the agreed scope or quality standard. The following are not grounds for a refund:
- Permanent stains, aged marks, or chemically set residue that a cleaning visit cannot be expected to remove — these limitations are flagged by the team where visible on arrival
- Results on surfaces that were not part of the agreed scope
- Concerns raised more than 24 hours after the visit without a good reason for the delay
- Dissatisfaction with results on surfaces with pre-existing damage, deterioration, or prior chemical treatment
- Specialist services (carpet, sofa, AC duct cleaning) where pre-visit limitations were disclosed and accepted
Refunds for cancelled bookings
Payment is made online by card once we have confirmed your booking. If you cancel 6 hours or more before the start time, the full amount is refunded. If you cancel later, or the team cannot get in, the charge set out in the Cancellation Policy (AED 30 or AED 60) is kept and the rest is refunded.
If we have to cancel a visit and cannot offer a time that suits you, the full amount is refunded.
Refund process
A refund goes back to the card the booking was paid with; we do not refund by any other route. We start it once it is agreed. How long it takes to show on your statement depends on your bank.
Goodwill resolutions
We aim to resolve concerns in a way that is fair to both the customer and our team. If an issue falls outside our formal refund policy but we feel a goodwill gesture is appropriate, we will consider it on its merits.
Contact
To raise a service concern: Phone +971 52 723 5299 or info@ihrdreamcleaning.com. For refund requests: include booking details, the concern, and photos where possible.
Frequently asked questions
What if I notice a problem after the team has left?
Contact us as soon as you notice — ideally within 24 hours of the visit. Call or email us with your booking details, a description of the concern, and photos where helpful. We review every concern and respond within one to two business days.
Will IHR return to redo an area that was missed?
Yes. If an area within the agreed scope was missed or not completed to a reasonable standard, we will return to address it at no additional charge. This is our preferred resolution for most concerns, as it is faster and more practical than a refund.
How long does a refund take to process?
Once a refund is agreed, it goes back to the card the booking was paid with. Card refunds typically take three to seven business days to appear, depending on your bank.
How much does home cleaning cost in Abu Dhabi?
AED 60 for 1 hour, AED 90 for 2 hours and AED 40 for each hour after that, with 20% off a visit of 4 hours or more, per cleaner, with our cleaning materials and equipment included. Every price already includes 5% VAT, so the figure you see is the figure you pay, with no travel or call-out charge added at the end. A 2-bedroom apartment cleaned by one cleaner for 4 hours is AED 136 after the 20% discount, materials included. The shortest visit depends on your area: One or two hours can be booked in Khalifa City, Shakhbout City, Mohammed Bin Zayed City, Zayed City, Baniyas, Al Shawamekh, Al Raha Beach, Al Raha Gardens, Abu Dhabi Gate City, Shabiya, Al Muntazah and Rabdan. Everywhere else the shortest visit is 4 hours, and 6 hours in Al Wathba, Al Shahama, Al Rahba and Al Samha, which are further out. There is no travel fee. The price is identical on weekends, public holidays and same-day visits.
Is the price per cleaner or for the whole team?
Per cleaner. Each cleaner's visit is priced from the list by its length, so a team of 2 working 4 hours is 2 × AED 136 = AED 272, materials included. More cleaners finish sooner at the same price per hour; the 20% discount goes by the length of the visit, so it applies from 4 hours whether one cleaner comes or four. Most customers put two cleaners in a two-bedroom apartment so the home is done by lunchtime. You can book between 1 and 4 cleaners on a single visit.
What is the minimum booking?
It depends on the area. In Khalifa City, Shakhbout City, Mohammed Bin Zayed City, Zayed City, Baniyas, Al Shawamekh, Al Raha Beach, Al Raha Gardens, Abu Dhabi Gate City, Shabiya, Al Muntazah and Rabdan one hour per cleaner can be booked, AED 60, or two hours for AED 90. Everywhere else the shortest visit is 4 hours (AED 136 with the 20% off), and 6 hours in Al Wathba, Al Shahama, Al Rahba and Al Samha (AED 200), where the team travels further. Deep cleaning and move-in or move-out cleaning need at least 2 cleaners for 3 hours each where short visits are accepted (AED 260), and for the area's shortest visit elsewhere, because those jobs cover the inside of cupboards, appliances, skirting boards and bathrooms in detail. The ceiling is 4 cleaners at up to 8 hours each in one visit.
What materials and equipment are included?
Cleaning liquids and sprays, a vacuum cleaner, a mop and bucket, a broom, microfibre cloths and rags, and a step ladder — everything a normal apartment or villa clean needs, carried in by the team. Tall ladders and scaffolding are not included, so exterior windows above ground level and facade work are quoted separately. All of this is part of the visit price, with nothing added per hour.
Can I use my own cleaning products?
You do not need to prepare anything: the team brings the full kit to every visit. If you prefer a particular product for a delicate surface such as marble or wood, tell us in advance and the team uses it on that surface only. The price is the same either way.
Is there a travel fee?
No. There is no travel fee anywhere we work in Abu Dhabi; instead, the shortest visit depends on how far the team travels. One or two hours can be booked in Khalifa City, Shakhbout City, Mohammed Bin Zayed City, Zayed City, Baniyas, Al Shawamekh, Al Raha Beach, Al Raha Gardens, Abu Dhabi Gate City, Shabiya, Al Muntazah and Rabdan. Everywhere else the shortest visit is 4 hours, and 6 hours in Al Wathba, Al Shahama, Al Rahba and Al Samha, which are further out. There is no travel fee. If your community is not listed, book it as another area and we confirm coverage before the visit.
Do you charge extra for same-day, Fridays or holidays?
No. Same-day bookings, Fridays, weekends and public holidays are all charged at the standard rate, with no call-out fee and no peak pricing of any kind. We work daily from 08:00 to 20:00, and the only scheduling rule is that the work has to finish by closing time, so a long job simply needs an earlier start. Same-day visits need roughly 2 hours of notice for the team to reach you.