Privacy, Refund and Cancellation Policy

Privacy Policy

This section explains how AlRhyb Cleaning Services ("AlRhyb", "we", "us" or "our") collects, uses, stores and shares personal data when you use this website, create an account, request a quotation, book or pay for a service, contact us, subscribe to updates, communicate through WhatsApp, or submit a review. It is intended to operate consistently with UAE Federal Decree-Law No. 45 of 2021 concerning the Protection of Personal Data and other applicable UAE requirements.

Personal data we collect

• Identity and contact data: name, email address, mobile or WhatsApp number, and account identifier.
• Booking and service data: service address, requested service, property or item details, appointment date and time, cleaner preferences, recurrence choices, add-ons, instructions, booking history, status, and customer support messages.
• Optional location data: browser-provided latitude, longitude, approximate accuracy, permission status and last update time when you grant the browser's location request. Only administrator accounts can access saved coordinates through the website. Denying browser permission does not prevent booking.
• Account data: login and account details. Passwords are stored as one-way hashes and are not readable by AlRhyb staff.
• Payment data: booking reference, amount, checkout identifier, and payment or refund status. Payment-card details are entered with and processed by our payment provider; we do not intentionally store complete card numbers or security codes.
• Communications and feedback: enquiries, email and WhatsApp delivery records, complaints, refund evidence, ratings, reviews, and any photographs or attachments you choose to provide.
• Technical data: information needed to operate and secure the website, such as session-cookie data and server logs that may include IP address, browser details, access time, and requested pages.

How and why we use personal data

• To provide quotations, create and manage bookings, schedule teams and drivers, deliver services, take payment, issue refunds, and send service updates.
• To create and secure customer accounts and allow customers to manage bookings.
• To answer enquiries, handle complaints, prevent duplicate or fraudulent transactions, keep business records, and establish or defend legal claims.
• To send promotional updates only where permitted and where any required consent has been obtained. You may opt out at any time.
• To maintain, secure, diagnose, and improve the website and our operations.
• To comply with applicable UAE legal, accounting, tax, consumer-protection, and regulatory obligations.

Depending on the activity, processing is based on your consent, the steps needed to enter into or perform our service agreement, compliance with law, or our legitimate operational and security interests where those interests do not override your rights.

Cookies

The website uses essential session cookies to keep account and staff sessions working and to protect restricted features. These cookies are necessary for the service. We do not currently use advertising cookies through this website. If optional analytics or advertising technology is added later, this policy and any required consent controls will be updated before it is enabled.

Who receives personal data

We disclose only the data reasonably necessary for the relevant purpose to authorised AlRhyb staff and assigned service personnel; website hosting, database, email and security providers; payment and refund providers; YCloud and WhatsApp where messaging is used; professional advisers; and government, regulatory, law-enforcement or judicial authorities where disclosure is required or legally permitted. Optional booking coordinates are restricted to administrator accounts in the website and are not displayed to cleaners or drivers. Service providers process data under their own terms and privacy notices and may act as processors or independent controllers depending on the service.

International transfers

Some technology, payment, email, hosting, or messaging providers may process personal data outside the UAE. Where this occurs, we take reasonable steps to use providers and safeguards appropriate to applicable UAE data-protection requirements.

Retention and security

We keep personal data only for as long as reasonably necessary for the purposes described above, including service delivery, customer support, fraud prevention, accounting, legal compliance, dispute resolution, and enforcement of agreements. Retention periods vary according to the record and applicable legal requirements. We use reasonable administrative, technical, and organisational safeguards, but no internet transmission or storage system can be guaranteed completely secure.

Your privacy rights

Subject to applicable UAE law and its exceptions, you may ask for information about our processing, request access to or a copy of your personal data, correct inaccurate or outdated data, request erasure, restrict or object to certain processing, request transfer where applicable, and withdraw consent where processing relies on consent. Withdrawal does not affect processing already carried out lawfully. We may need to verify your identity and may retain information where the law or an unresolved transaction, dispute, or security requirement permits or requires it.

To make a privacy request or complaint, email support@alrhybcleaning.com or call +971 58 166 9077. Include enough information for us to identify your account or booking and understand the request. You may also raise a complaint with the competent UAE data-protection authority where that right applies.

Children's data

The website and cleaning services are intended for adults who can enter into a service agreement. Do not submit a child's personal data unless it is necessary for the service and you have lawful authority to do so.

Policy changes

We may update this policy when our services, providers, or legal obligations change. The revised version will be posted on this page with a new "Last updated" date. Material changes will be communicated by an additional reasonable method where required.

Refund and Cancellation Policy

This section applies to cleaning and related services booked with AlRhyb Cleaning Services in the United Arab Emirates. Nothing in it limits rights that cannot legally be excluded under UAE consumer-protection law.

Customer cancellations

• Cancel at least 24 hours before the scheduled start time for a full refund of prepaid service charges.
• For cancellation between 4 and 24 hours before the start time, we may retain up to 25% of the service charge to cover scheduling and mobilisation costs.
• For cancellation less than 4 hours before the start time, or when our team cannot enter the property at the scheduled time, we may retain up to 50% of the service charge.
• No cancellation fee applies where the customer cancels because AlRhyb materially changes the confirmed service, date, time, or price without agreement.

Cancellations by AlRhyb

If we cannot provide the confirmed service, the customer may choose a new appointment or a full refund of the amount paid for the unperformed service.

Defective, incomplete, or delayed services

Please contact us promptly with the booking reference and reasonable details. Where a service was not performed, was materially incomplete, or was not performed as agreed for a reason attributable to AlRhyb, the customer may choose the remedy available under applicable UAE law, including correct re-performance at no extra charge, a proportionate refund, or a full refund where the service was not performed or AlRhyb refuses or fails to perform it properly.

Refund processing

Approved refunds are returned to the original payment method. AlRhyb will initiate the refund within 7 business days; the card issuer or payment provider may require additional processing time. Cash payments may be refunded by bank transfer or another agreed method after identity and payment verification.

How to request a refund

Email support@alrhybcleaning.com or call +971 58 166 9077. Include your booking reference, the reason for the request, and supporting photographs where relevant.

Legal basis

This policy is intended to operate consistently with Federal Law No. 15 of 2020 on Consumer Protection, as amended, and Cabinet Resolution No. 66 of 2023. If this policy conflicts with a mandatory consumer right, the mandatory right applies.