Cancellation policy
Cancellation and Refund Policy
RAHATI FOR BUILDING CLEANING SERVICES Commercial licence number: 1739728 — Dubai, United Arab Emirates
Last updated: 25 September 2026
1. About this policy
This is the Cancellation and Refund Policy referred to in Section 8 of our Terms of Use. It forms part of those Terms, and where this policy and the summary in the Terms differ, this policy prevails.
It applies to every booking made through the Rahati app, the website at www.rahatics.com, or our support channels.
2. 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, rescheduling fees, or penalties of any kind.
We ask only that you tell us as early as you reasonably can, so the slot can be offered to someone else and our team's day is not left idle. This is a request, not a condition — a late cancellation is still free.
3. How to cancel or reschedule
Which route is open to you depends on how far the booking has travelled:
| Stage | How to cancel |
|---|---|
| Booked, no team assigned yet | In the app or your account on the website, from the booking itself |
| A team has been assigned, or work has started | Write to info@rahatics.com or message us on WhatsApp. The app will not let you cancel at this stage, so that nobody is turned away from your door without us knowing |
| One visit of a recurring plan | In the app, from that visit, at any stage |
You never need to send a written letter, give a reason, or speak to a retention agent. Both routes cost the same: nothing.
4. What is charged, and when
| 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 of the Terms | No charge on the first occasion; repeated no-access may require prepayment for future bookings |
| Cancelled by Rahati, for any reason | No charge, and a full refund of anything paid |
5. Recurring plans and subscriptions
One visit, or the whole plan. You can cancel a single visit and leave the rest of the plan running, or end the plan altogether. Ending the plan cancels every visit still to come; visits already delivered are unaffected.
Ending a plan early costs you nothing, and we claw nothing back. The commitment discount is applied to each visit as it is priced, so the visits you have already had were charged at the discounted rate and stay that way. We do not re-price them at the undiscounted rate, and we do not invoice the difference.
Visits that were never scheduled are never charged. Where a date in your plan falls on a day the team does not work, that visit is left out when the plan is created rather than cancelled later, and it never appears on an invoice.
6. Packages
A package is paid in full when you buy it and covers a set number of visits within its validity period. You may cancel a package at any time. We refund the value of the visits you have not used, calculated at the price you paid for them, less nothing.
We do not store your card and we never charge you again automatically. When a package ends, buying another is a decision you make, not one that happens to you.
7. If we cancel
If we have to cancel or reschedule — sickness in the team, a vehicle off the road, an earlier job overrunning — we will contact you and offer the earliest available alternative or a full refund of anything paid for that booking, whichever you prefer. There is no charge to you in either case.
Where a delay is significant, you may cancel that booking without charge even if our team is already on the way.
8. How refunds are returned
Refunds are credited to your Rahati wallet, which you can spend against any future booking. Credit is added within 3 working days of a refund being approved, and wallet credit does not expire.
If you would rather have the money back on your card or in your bank account, write to info@rahatics.com and we will arrange it manually, case by case. We ask for this in writing only so that we have the account details from you rather than from a phone call. Where a card refund is not possible, we transfer to a UAE bank account in your name; the account details you give us for that transfer are deleted once it has cleared.
A refund of a card payment usually reaches the card within 7 to 14 working days once we have issued it, depending on your bank. That part of the timing is your bank's, not ours.
9. If the work was not up to standard
This policy covers cancelling. If the service went ahead and you were not satisfied with it, Section 10 of the Terms applies instead: tell us within 24 hours of completion, and the choice is yours between a free re-clean of the affected areas and a refund of the fee, in full or in the proportion that reflects the shortfall.
You do not have to accept a re-clean before asking for a refund, and if a re-clean is attempted and still does not resolve the issue, you are entitled to a full refund of the booking fee.
10. Disputes
If you disagree with a charge or with how a refund was calculated, write to info@rahatics.com. We will look at the booking record and reply within 5 working days. This policy does not limit your statutory rights under UAE consumer protection law.
11. Contact
Customer support: info@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