الشروط والأحكام

Terms of Use

RAHATI FOR BUILDING CLEANING SERVICES Commercial licence number: 1739728 — Dubai, United Arab Emirates

Last updated: 11 August 2026

1. About these Terms

These Terms of Use ("Terms") govern your use of the Rahati website at www.rahatics.com, the Rahati mobile applications, and the cleaning and home services we provide (together, the "Services").

In these Terms, "Rahati", "we", "us", and "our" mean RAHATI FOR BUILDING CLEANING SERVICES, a company licensed in Dubai, United Arab Emirates under commercial licence number 1739728, with its registered office at Al Kazim Building, 26 — 28th Street, Hor Al Anz East, Deira, Floor 3, Office 302, Dubai, United Arab Emirates. "You", "your", and "Customer" mean the person booking or receiving the Services.

We are the service provider, not an intermediary. Unlike a marketplace or booking aggregator, Rahati does not connect you with independent contractors. Every person who attends your property is Rahati personnel, working under our supervision, holding a valid work permit issued in Rahati's name by the UAE Ministry of Human Resources and Emiratisation, and paid by Rahati through the Wages Protection System. Your contract for the service is with Rahati directly, and we are accountable to you for it.

These Terms should be read together with our Privacy Policy and our Cancellation and Refund Policy, each of which forms part of these Terms. Our position on non-discrimination is set out in Section 13.

By creating an account, placing a booking, or using the Services, you confirm that you have read and accept these Terms. If you do not accept them, please do not use the Services.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract. You must have the authority to permit our personnel to enter the property at the address you provide — as owner, tenant, or with the express permission of the owner or tenant. If you book on behalf of another person or a company, you confirm you are authorised to do so and you remain responsible for compliance with these Terms.

3. Your account

You are responsible for the accuracy of the information in your account, for keeping your login credentials confidential, and for all activity carried out under your account. Notify us immediately at info@rahatics.com if you believe your account has been accessed without your permission.

We may decline a registration, or suspend or close an account, where information provided is false, where these Terms have been breached, or where required by law. We may carry out reasonable checks to verify your identity and the address you provide.

Keep your mobile number and email current. We use them to confirm bookings, notify you of arrival times, and reach you if our team cannot access the property.

4. Booking and confirmation

A booking becomes binding when we issue a confirmation through the app, website, email, or SMS. Until then, a request is a request, not an accepted booking.

Time slots. Rahati operates through Zone Teams, each assigned to a specific geographic area. We assign your booking a time slot and a team from the Zone Team covering your address. Arrival times are estimates: traffic, building access procedures, and overruns at earlier appointments can cause delays. We aim to notify you of any material delay and to offer a revised slot or a cancellation without charge where the delay is significant.

Scheduling constraints. Some services are subject to operational and legal constraints outside our control. Outdoor and exposed work is restricted during the midday break period mandated by UAE labour regulations in the summer months, and some buildings restrict service hours or require advance access permits. We will tell you if a requested slot is unavailable for these reasons.

Changes by us. If we must reschedule, we will contact you and offer the earliest available alternative or a full refund of any amount paid for that booking, at your choice.

5. Scope of the service

The scope of each service is described on the booking page for that service. Anything not described there is out of scope.

Our teams will not, and you agree not to ask them to:

work at height beyond the equipment provided, including exterior windows above ground level, balconies over railings, or unsecured roofs;
lift or move heavy furniture, appliances, or objects beyond safe manual handling limits;
carry out electrical, plumbing, gas, structural, or pest-control work unless you have booked a service that expressly includes it;
handle biohazardous material, human or animal waste beyond ordinary cleaning, needles, or chemical substances you supply;
clean areas that are unsafe, structurally compromised, infested, or that cannot be reached safely; or
perform any task outside the booked service, or any task that would breach UAE occupational health and safety requirements.

Our personnel may decline any instruction falling into the above, and may leave the property if they are asked to continue after declining. This is not a breach of these Terms by us, and standard cancellation charges may apply.

When we advise against a task. Our teams are trained to recognise surfaces and materials that may be damaged by cleaning. If a team member advises you that a particular item or surface may be affected and you ask us to proceed anyway, we will record that advice and your instruction in the app before continuing, and responsibility for the outcome rests with you. If no such advice was given and an item is damaged, Section 11 applies and Rahati compensates you.

Additional work. If, on arrival, the property requires materially more work than the booked service allows — for example post-construction debris, heavy grease build-up, or a property left uncleaned for an extended period — we will tell you before starting, quote the additional time or service required, and proceed only if you approve. If you do not approve, we will deliver what the booked service covers.

6. Your responsibilities at the property

To let us deliver the service safely and well, you agree to:

provide access at the agreed time, including building permits, parking arrangements, lift or service-elevator bookings, keys, or access codes where needed;
ensure running water and electricity are available;
secure cash, jewellery, documents, and other valuables before we arrive;
secure pets, or tell us in advance if animals will be present;
disclose in advance any hazard at the property, including exposed wiring, unstable fixtures, damp or mould, recent pest treatment, or any known infectious illness in the household;
provide a safe and respectful working environment; and
supervise children and third parties present during the service.

Waiting time. Our team is available for 30 minutes before and 30 minutes after the agreed slot, so long as this does not conflict with the next booking. If you are ready earlier, we may start early within that window.

Access failure. If, after waiting 30 minutes past the agreed time, our team still cannot reach you and cannot access the property, the booking is treated as a no-access visit. We do not charge for the first no-access visit; if it happens repeatedly we may ask for prepayment before future bookings. This is not a penalty for cancelling, which is always free.

7. Pricing, payment, and taxes

Prices are shown on the platform before you confirm a booking, in UAE Dirhams (AED), and include value added tax where applicable. We will issue a tax invoice for each completed service.

Payment methods. We accept the payment methods shown at checkout. Card payments are processed by a PCI-DSS-certified payment processor; Rahati does not store your full card number, CVV, or expiry date. The full amount shown at checkout is charged when you confirm the booking. Any additional work you approve under Section 5 is invoiced separately.

Recurring bookings and packages. A package is paid in full when you book it and covers a set number of visits within its validity period. We do not store your card and we do not charge you again automatically. When a package ends, you choose whether to buy another. You may cancel a package at any time; the refund is calculated under our Cancellation and Refund Policy.

Wallet credit. Wallet credit is promotional or service credit usable only against Rahati services. It is not electronic money, is not redeemable for cash, and cannot be transferred. It does not expire. Credit balances are forfeited if an account is closed for breach of these Terms.

Price changes. Our prices vary by season and are updated from time to time. The price that binds us is the one displayed to you when you confirm a booking: a later change never applies to a booking already confirmed, and no advance notice is required for new bookings.

Subscription price changes. If you hold a recurring or subscription plan, we will notify you at least 10 days before any increase takes effect, and it will apply only from your next billing cycle. You may cancel before then at no charge.

Unpaid amounts. If a payment fails or an amount remains outstanding, we may suspend future bookings until it is settled.

8. Cancellation, rescheduling, and no-access

You can cancel or reschedule through the app, through your account on the website, or by contacting info@rahatics.com or WhatsApp. You do not need to send a written letter.

Cancelling is free. You may cancel or reschedule a booking at any time before the service, for any reason, at no charge. We do not apply cancellation fees, administrative fees, or penalties of any kind.

Situation	Charge
You cancel or reschedule, at any point before the service	Free
You cancel after our team has already begun work	The proportion of the service already delivered
No access on arrival, after the waiting period in Section 6	No charge on the first occasion; repeated no-access may require prepayment
Cancelled by Rahati for any reason	No charge; full refund of anything paid

How refunds are returned. Refunds are issued as credit to your Rahati wallet, which you can use against any future booking. Wallet credit is added within 3 working days of a refund being approved. If you need the money returned to your card or bank account instead, write to info@rahatics.com and we will arrange it manually, case by case.

We ask only that you cancel as early as you reasonably can, so the slot can be offered to someone else and our team's day is not left idle. Repeated no-access visits may lead us to require prepayment for future bookings.

The full detail is in our Cancellation and Refund Policy, which prevails over this summary if the two differ.

9. Quality assurance

We operate a documented quality programme:

Unannounced visits by a supervisor while a team is on duty, to verify uniform, conduct, equipment, and thoroughness.
On-site inspection — a walkthrough with the team, and with you if you wish, during the service.
Follow-up — a call or message from our support team after completion.

Feedback you give through these channels is used to coach our personnel and to improve the service.

10. Our service guarantee

If you are not satisfied with the quality of a completed service, tell us within 24 hours of completion. We will review the case, and where the work fell below the standard described for that service, the choice is yours:

we return and re-do the affected areas at no charge, at a time convenient to you; or
we refund the fee for that booking, in full or in the proportion that reflects the shortfall.

If a re-clean is attempted and still does not resolve the issue, you are entitled to a full refund of the booking fee.

This guarantee is in addition to, and does not limit, your statutory rights under UAE consumer protection law.

11. Damage to property

Rahati is responsible, without a cap. Where damage to your property is caused by our personnel during a service, Rahati compensates you for the actual value of the damaged item. We do not apply a monetary ceiling to this, and no term in these Terms should be read as limiting it.

Your claim is against Rahati, not against the individual who attended. Our personnel are our employees, and our responsibility to you does not depend on, and is not affected by, any internal action we take with them.

How to claim. Report damage to info@rahatics.com within 24 hours of the service. We will acknowledge within 2 business days, investigate — which may include a site visit and reviewing the team's account of what happened — and give you a written outcome.

How we settle. You choose whichever of the following suits you, and we will not push you toward the cheapest:

Repair — we arrange and pay for professional repair, where the item can be properly restored;
Replacement — we replace the item with the same make and model, or the closest equivalent available if it is no longer sold; or
Cash compensation — we pay you the current local market price of the same or an equivalent item.

Compensation is based on today's price in the UAE market, not on what you originally paid. We do not deduct for the age or wear of the item.

Establishing the item and its price. Send photographs of the damage and, if you have it, the purchase invoice — that is simply the fastest route. The invoice is not a condition of your claim. If you no longer have it, we will work from the brand and model, a bank or card statement, a delivery confirmation, packaging, or a current price quotation for an equivalent item. Where we cannot agree on the price, either of us may request an independent valuation and we will share its cost equally.

Accountability inside Rahati. Where our internal review finds fault or negligence on the part of a team member, we address it under our internal disciplinary regulations and in accordance with UAE labour law. That is a matter between Rahati and our employee: it never delays, reduces, or conditions what we owe you.

Insurance. [Include only once a policy is actually in force: We maintain public liability insurance covering damage to customer property, policy number Dubai with our insurer.]

What is not covered. We are not responsible for:

pre-existing damage, wear, or defects, including tiles, grout, sealant, paint, and fixtures already loose, cracked, or degraded;
damage arising from a hazard at the property that you did not disclose under Section 6;
damage to items you were asked to secure and did not, where the loss would not have occurred had they been secured;
the ordinary and expected effect of a cleaning method appropriate to the surface, where the surface was not identified to us as requiring special treatment;
damage caused by a third party present at the property; or
damage caused because you instructed us to proceed after we advised that a task was unsafe or unsuitable.

12. Missing items

Report any item you believe to be missing to info@rahatics.com within 48 hours of the service.

We take this seriously. Our personnel are vetted before engagement, are identifiable by uniform and by the profile shown to you in the app, and are subject to internal disciplinary procedures. We will investigate every report, cooperate fully with any police report you choose to file, and act on the outcome.

We ask you to secure valuables before a service, as set out in Section 6 — not to shift responsibility, but because prevention protects both you and our personnel from a dispute neither of you wants.

13. Our personnel

Treat our teams with respect. Harassment, discrimination, threats, physical contact, sexual advances, verbal abuse, filming without consent, and requests to perform tasks outside the booked service are all prohibited. We will end a service immediately and close your account where this occurs, and we will report criminal conduct to the authorities.

Non-discrimination. You may not refuse or condition a service on a team member's race, colour, religion, nationality, ethnic origin, sex, gender identity, marital status, age, disability, or any other characteristic protected under applicable law. Requests to substitute personnel on such grounds will be declined and may result in account closure. Our full position is in our Anti-Discrimination Policy.

Tipping is entirely voluntary and never expected.

Do not arrange work off-platform. Paying a team member directly for work arranged outside Rahati leaves you without a contract, without our guarantee, and without insurance cover, and exposes that person to disciplinary action. It is prohibited.

Their personal data. Any personal information you receive about our personnel — name, photograph, contact number — is provided solely so you can identify them for that booking. Do not publish it, share it, use it for marketing, or retain it after the service.

14. Reviews and content

You may rate and review a service. Reviews must be your own genuine experience and must not be defamatory, obscene, discriminatory, or contain a third party's personal information. We may remove content that breaches these Terms or applicable law, and may suspend accounts used to post fake or abusive reviews.

You keep ownership of what you post, and grant us a non-exclusive, royalty-free licence to display, reproduce, and use it in connection with operating and promoting the Services. We will not use a photograph of your property in marketing without your separate consent.

15. Liability

There is no monetary cap on our liability to you. We do not limit or exclude our liability for death or personal injury caused by our negligence, for damage to your property under Section 11, for a failed or defective service under Section 10, for fraud, or for any liability that cannot lawfully be limited under UAE law including the Federal Law on Consumer Protection.

What our responsibility does not extend to, to the maximum extent permitted by law:

indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of data;
the acts of third parties we do not control, including building management, utility providers, contractors, and delivery services;
loss falling within the exclusions listed in Section 11.

Platform availability. The website and apps are provided on an "as is" and "as available" basis. We may upgrade, modify, suspend, or withdraw features, and we do not warrant uninterrupted or error-free operation. This does not affect our obligations in respect of a confirmed booking.

16. Indemnity

You agree to compensate us for loss we suffer as a direct result of: your breach of these Terms; injury to our personnel caused by a hazard at the property that you failed to disclose under Section 6; or your unlawful conduct. This does not apply to the extent the loss was caused by us.

17. Intellectual property

The Rahati name, logo, website, applications, designs, text, images, and software are owned by or licensed to us. You may use them only as needed to use the Services. You may not copy, modify, reverse engineer, decompile, scrape, resell, or create derivative works from any part of the platform, remove proprietary notices, or use our brand without written permission.

18. Acceptable use

You may not use the Services to break the law; to place false, fraudulent, or automated bookings; to attempt unauthorised access to our systems; to introduce malicious code; to scrape or bulk-extract data; or to impersonate another person.

We do not provide services to individuals or entities subject to applicable international sanctions, or in sanctioned territories.

19. Suspension and termination

You may close your account at any time; any confirmed bookings and outstanding amounts remain payable.

We may suspend or close your account, with notice where practical, if you breach these Terms, if payment remains outstanding, if our personnel are subjected to conduct described in Section 13, or where required by law. Where we close your account without cause, we will refund amounts paid for services not yet delivered.

Sections 11, 12, 13, 14, 15, 16, 17, and 21 survive termination.

20. Force majeure

Neither party is in breach for a delay or failure caused by an event beyond its reasonable control, including government action, epidemic, extreme weather, fire, flood, utility or telecommunications failure, or civil unrest. We will notify you, offer to reschedule, and refund amounts paid for services we cannot deliver.

21. Governing law and disputes

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

Please contact us first. Most issues are resolved quickly by our support team. Write to info@rahatics.com; if you are not satisfied with the outcome, escalate to info@rahatics.com for review by management. Nothing here prevents you from bringing a complaint to the competent consumer protection authority in Dubai or to the courts.

22. Changes to these Terms

We may update these Terms. Material changes are published on the platform at least [10] days before taking effect, and we will notify registered customers by email or in-app notice. Changes never apply retroactively to a booking already confirmed. Your continued use after the effective date constitutes acceptance; if you do not accept a change, you may close your account.

23. General

Entire agreement. These Terms and the policies referred to in Section 1 are the whole agreement between us regarding the Services.

Severability. If any provision is found unenforceable, it is limited to the minimum extent necessary and the rest remains in force.

No waiver. Our failure to enforce a term is not a waiver of it.

Assignment. You may not transfer your rights under these Terms without our consent. We may assign our rights on a merger, restructuring, or sale of assets, provided your rights are not reduced.

No partnership. Nothing in these Terms creates a partnership, joint venture, or agency between you and Rahati.

Language. These Terms are published in Arabic and English, and the two texts are intended to be identical in meaning. Should any discrepancy arise between them, the Arabic text prevails, consistent with the language of proceedings before the courts of Dubai.

24. Contact

Customer support: info@rahatics.com General enquiries: info@rahatics.com Privacy: privacy@rahatics.com

RAHATI FOR BUILDING CLEANING SERVICES Commercial licence number: 1739728 Al Kazim Building, 26 — 28th Street, Hor Al Anz East, Deira Floor 3, Office 302 — Dubai, United Arab Emirates