• The client or an authorised representative must be on site for the initial inspection and sign-off.

• Ensure water and electricity are connected and available throughout the service.

• Please make sure no other contractors are working on site during our visit.

• Cancellation charges may apply depending on the confirmed job amount and when the cancellation request is made. View cancellation terms here.
  

• Review the completed work with the team and provide your confirmation, or have an authorised representative do so on your behalf.

• Full payment is required upon completion of the treatment and work sign-off, before our team leaves the property. (Payment by landlord will not be accepted).
  

• Before work begins, our team will photograph and record any existing imperfections on walls and surrounding work areas.

• The team will check the property against the initial inspection report. If the condition or scope has changed, the price may be revised. Any change will be discussed with you before work proceeds.

• Payment arrangements through the landlord are not accepted.
  

• Ensure your DEWA connection is active and water and electricity are available. Arrange any required building access permits.
• We would require full access to the property to complete the job as required. You can coordinate with our consultant on your preferred work priority.
• Our technicians will inspect the full AC units and components.
• You will be informed in case of any technical issue (Noise, cooling, damage, etc.) before starting the treatment.
• Remove valuables from the work areas. Keep children and pets away while the team works.
  
• If a different ceiling paint colour is needed, provide the required paint code to the team on the day.

Duct Liner Coating

• It is not recommended to stay in the work area (or home) during the works, kindly plan your day accordingly.
• Please allow 24-48 hours after completion for the AC to return to optimal levels (in case any humidity or cooling issues was observed right after service).
• Keep AC OFF for 3 hours to allow full drying and curing of the product. Post that turn on and ventilate for 15 min. 
• Temporary ceiling/duct access may be required; all openings will be sealed after work. 

Duct Liner Replacement

• It is not recommended to stay in the work area (or home) during the works, kindly plan your day accordingly. 
• Please allow 24-48 hours after completion for the AC to return to optimal levels (in case any humidity or cooling issues was observed right after service)
• After the service, you may notice a slight increase in air noise (lower sound insulation vs. fiberglass however much higher mold resistance)
• Mild glue smell may be noticed; pls ensure ventilation with AC on for next 48 hours. (Note that Air Scrubbers are used continuously during the job to clean the air)
• Any ceiling access (where needed) will be painted with JOTUN RAL9010 (Pure White). For any other specific paint code, please provide this to the team to use on the day.
  

• Once the AC cleaning treatment is completed, all AC units will be tried and tested in your presence prior to your sign-off.
• In case of any remarks, please inform our office within 24 hours.
• All furniture will be returned to its original location in case they are moved.
• A detailed completion report will be sent to you within the next 5 working days.
• We recommend using Tea Tree oil natural disinfectant blocks or having an Air Purifier to maintain better indoor air quality. You may contact our customer happiness team for more details.
• Please allow 24-48 hours after completion for the AC to return to optimal levels (in case any humidity or cooling issues was observed right after service) 
  

• Pure Air® Premium AC Cleaning service cleans ducts, accessible filters and vents in ducted or central AC systems. Cleaning the main AC unit and coils is excluded.
• Industrial vacuum equipment creates noise, and the AC will be switched off during cleaning. Nearby furniture and floors will be protected.
• Missing access permits may cause delays or cancellation fees.
• We guarantee to improve bad smells coming from your AC units, we do not guarantee to remove it completely as it might have a different source
• Quotation might not include any additional work needed to create ceiling access panels to reach the duct/coils. If needed during the job, it is charged at AED250/each and painted with JOTUN RAL9010 (Pure White). For any other specific paint code, please provide this to the team to use on the day.
• Unless separately quoted, AC repairs, spare parts, replacement components, gas top-ups, installation, removal, relocation, mould treatment and work on poorly maintained duct insulation are excluded.
• Outdoor AC unit cleaning is not included in the service but can be requested as an add-on at an additional cost.
• We recommend cleaning every six months. Ask the customer happiness team about additional options such as air purifiers or tea tree oil disinfectant blocks.

General pest control

• Empty kitchen or bathroom cabinets where pests have been seen. Remove exposed food, utensils, children’s toys and pet items from areas to be treated. Cover fish tanks and bowls.

• Close windows and external doors before treatment, and provide access to all affected areas, including corners and entry points. Our team will explain the treatment before starting.

• Arrange for people and pets to leave during treatment. The team will confirm when it is safe to return based on the product used. Plan for 3 to 4 hours away; people with allergies, pregnant women, children and pets may need to stay away longer.

Mosquito treatment

• Give the team access to the areas included in your booking, including any accessible areas where water collects.

• Remove exposed food and pet items, protect fish tanks, and arrange for people and pets to leave during interior misting or fogging.

Bed bug treatment

• Clear access to affected beds, furniture and nearby gaps. Remove old cardboard and newspapers.

• Don't remove bedding sheets; and Follow team's recommendations (or per care label).

• Remove exposed food and pet items. Arrange for people and pets to leave during treatment. The team will confirm the treated areas and re-entry time.

Cockroach treatment

• Empty kitchen and bathroom cabinets in affected areas. Remove exposed food, utensils and pet items, and discard old cardboard and newspapers.

• Provide access to corners, gaps and entry points. If American cockroaches are being treated, ensure external manholes are clear and accessible.

• Arrange for people and pets to leave during treatment. The team will confirm the re-entry time before starting.

Rodent control

• Tell the team where you have seen rodents, droppings or signs of entry. Provide access to those areas and any accessible gaps or service spaces.

• Store food securely and remove pet food from affected areas. Keep children and pets away from any areas where traps or enclosed bait stations may be placed.

General pest control

• Vacate the property for 3–4 hours after treatment (6 hours for allergic individuals, pregnant women, children, or pets); ventilate for 10 minutes upon return. Avoid wet floor cleaning for 24 hours (only dry vacuum).

• Wash kitchen utensils and food contact surfaces before use. Ask the team which treated surfaces should remain undisturbed and for how long. Avoid wet mopping those areas during that period.

• Keep food covered, maintain cleanliness and seal accessible gaps that may allow pests to return.

Mosquito treatment

• Return only after the period specified by the team, then ventilate the treated area as instructed.

• Follow the team’s guidance on cleaning treated surfaces. Remove standing water where possible to help reduce mosquito breeding.

Bed bug treatment

• You might need to vacate the property for 3–4 hours after treatment (depends on the infestation levels); please ventilate for 10 minutes upon return.

• Do not touch or use treated surfaces until the team confirms it is safe. Follow their instructions before putting bedding back or cleaning treated areas.

• Wash bedding, clothing and other washable affected items, then dry them on high heat where the fabric allows. Bag cleaned items to keep them separate from affected areas.

• Continue laundering and heat-drying bedding and clothing as appropriate. Check luggage, laundry and second-hand items for signs of bed bugs.

Cockroach treatment

• Return at the time confirmed by the team and ventilate the property as instructed. Do not touch sprayed areas before they are safe to use.

• Wash utensils and food contact surfaces before use. Do not place food directly on a sprayed surface.

• Follow the team’s instructions on how long treated areas must remain unwashed.

Rodent control

• Do not move or open traps or bait stations. Keep children and pets away from them and follow the team’s instructions if you find a trapped or dead rodent.

• Store food securely, maintain cleanliness and arrange to seal identified entry gaps.

• Report continued activity to us so the team can assess the next step.

General pest control

• This service targets ants, cockroaches, spiders and other insects covered by your booking. Bed bugs and termites require separate treatments.

• Insect movement within 2-weeks is expected. Follow team recommendations (gap sealing, garden maintenance) to prevent reinfestation in the future.

Mosquito treatment

• The team will confirm the treatment areas and re-entry instructions before starting.

Bed bug treatment

• Heavy infestations may require treatment and dismnatling of beds, cupboards, drawers, and other areas.

• Bed bugs’ lifecycle is 12–14 days; spotting some during this period is normal. A follow-up visit in 2 weeks is already part of this booking and needs to completed to close the cycle.

Cockroach treatment

• You may see cockroach activity shortly after treatment; contact us if it continues after two weeks.

Rodent control

• The team will explain the proposed trap or bait station locations before installation.

• Please ensure your water tank valve is closed 24 hours before our team's visit. Learn more

• Ensure tank is accessible and any special manhole keys; remove obstacles (marble, grass, sand, cars, etc.) to avoid delays or rescheduling.

• Before cleaning begins, our specialist will assess the amount of sediment, debris and visible buildup in the tank. They will also check for issues such as leaks or low water pressure.

• The team will drain the tank completely, scrub its interior, and disinfect it using Dubai Municipality-approved chemicals. They will then flush and rinse the tank several times to remove debris and cleaning solution.

• The tank will be refilled and drained twice as part of the cleaning process, then refilled with fresh water.

• Once the tank is refilled, our specialist will inspect it again and check its operation, including visible leaks and water pressure. The team will let you know if they find an issue.

• You will receive a job completion report by email within 4-5 working days.

• The float valve or switch may need replacement based on condition (addtional cost applies).

• Water supply will be interrupted for at least 2 hours during cleaning. The interruption may be longer depending on the tank size and refill time. Please plan for a full-day service, which may extend into the next day.

• We recommend pipeline disinfection at least once a year. This is a separate treatment; please ask our consultant if you would like more information.

Exclusions
Unless separately quoted, the service does not include:

• Repairing leaks, valves, pumps or other plumbing faults found during the visit.

• Repairing or replacing the water tank or its components.

• Cleaning or disinfecting the water pipelines.

• Laboratory testing or certification of water quality.

Mattress Cleaning

• Remove the bedsheets, duvet cover and pillowcases. Have clean bedding ready for after the treatment.

Dry treatment: The team will explain the process and demonstrate it before treating the full mattress.

Shampooing treatment: The team will inspect the fabric and cleaning needs, dry vacuum dust, hair and debris, shampoo with specialist agents, spot-treat suitable stains, and wet vacuum to extract moisture.

Sofa Cleaning

• Cover nearby items that are not part of the service and cannot be moved.

Dry Treatment: The team will measure and assess the sofa, explain the process, and demonstrate it before treating the full sofa.

Shampooing treatment: On the day, our team will assess the fabric type to determine whether it can be shampooed (such as velvet, suede, silk, leather, or feather-stuffed items). An alternative option for dry treatment would be recommended for these situations.

• The team will confirm that the fabric is suitable, dry vacuum dust, hair and debris, shampoo with specialist agents, spot-treat suitable stains, and wet vacuum to extract moisture.

Carpet Cleaning

• Remove furniture from the carpet so the team can access the full area. Let us know in advance if you need help moving it.

• Cover nearby items that are not part of the service and cannot be moved.

Dry treatment: The team will explain and demonstrate the process before treating the full carpet.

Shampooing treatment: The team will dry vacuum dust, hair and debris, shampoo with specialist agents, spot-treat suitable stains, and wet vacuum to extract moisture.

Curtain Cleaning

• A curtain set is counted as two pieces. Please measure the full fabric length from end to end, rather than the window frame, when providing measurements.

• Cover nearby items that are not part of the service and cannot be moved.

Nano Coating for Stain Protection

• Confirm that the fabric is not leather, mesh or already coated, as these materials are not suitable for this treatment.

• Send us the manufacturer’s fabric care instructions in writing before booking. Some fabrics cannot be coated or exposed to moisture. If we do not receive the instructions, the application may cause watermarks or discolouration.

• On the day of the treatment, a test hidden area will be done by the team to confirm that the fabric material is suitable for nano-coating (in case it is not, a full refund will be issued)

• Our team will assess the fabric before application. Please tell them about any existing coating, damage or concerns.

• Our team will apply the coating based on its fabric assessment and any manufacturer instructions you have provided.

Mattress cleaning

• A mattress treated with the dry method can be used immediately. Replace the bedding with clean sheets, duvet covers and pillowcases. Our team can assist if needed.

• A shampooed mattress may remain damp for up to 12 hours. Drying time depends on its fabric and the room’s ventilation. Use it only when fully dry and follow the team’s drying guidance.

Sofa cleaning

• A sofa treated with the dry method can be used immediately.

• A shampooed sofa usually takes 6 to 8 hours to dry but may remain damp for up to 12 hours, depending on the fabric and ventilation. Do not sit on it until it is fully dry.

• Keeping the AC on and using a dehumidifier, if available, can help it dry. Follow the team’s aftercare guidance.

Carpet cleaning

• A carpet treated with the dry method can be used immediately. If the team moved furniture for access, they will return it to its original position.

• A shampooed carpet usually takes 6 to 8 hours to dry but may remain damp for up to 12 hours, depending on the material and ventilation. Avoid walking on it or replacing furniture until it is fully dry.

• Keeping the AC on can help the carpet dry. Follow the team’s aftercare guidance.

Curtain cleaning

• Curtains may remain damp for up to 12 hours, depending on the fabric and ventilation. Follow the team’s drying guidance.

Nano Coating for Stain Protection

• Curing Time: Allow 24 hours for the treated item to be fully cured before use (with AC on) without touching.

• Have a certified professional assess the coating’s effectiveness. Do not test it by deliberately pouring liquid onto the furniture.

• Handling in case of spills: In case of any spill marks on the treated item, use a white towel for lightly tapping the stain to remove the excess liquid (minimal pressure).

Mattress Cleaning

Dry treatment: This treatment is dry and chemical-free; it does not remove stains or marks.

Mattress shampooing: Stain removal cannot be guaranteed. Wine, pet stains, coffee, blood, oil, paint, dye transfer and pre-existing damage may be difficult or unsuitable to treat. The specialist will advise you after assessing the mattress.

Sofa Dry Treatment:
• This treatment is dry and chemical-free.

• As this is a dry treatment, any stains, marks, discoloration, or odors are not part of this service.

• This treatment ensures peace of mind by eliminating germs, bacteria, debris, particles, and dust mites.

Sofa Shampooing: Complete stain removal cannot be guaranteed. Results depend on the type and age of the stain. Wine, pet stains, coffee, blood, oil, paint, dye transfer and pre-existing damage may be difficult or unsuitable to treat.

Carpet Cleaning

Dry treatment: This treatment is dry and chemical-free; it does not remove stains or marks.

Carpet shampooing: Complete stain removal cannot be guaranteed. Results depend on the stain’s type and age. Wine, pet stains, coffee, blood, oil, paint, dye transfer and pre-existing damage may be difficult or unsuitable to treat.

• Please note that velvet, suede and polyester carpets are not suitable for the standard treatment.

Curtain Cleaning

• Some fabrics or stains may not be suitable for treatment. Wine, pet stains, coffee, blood, oil, paint and dye transfer may be difficult to remove completely. The team will advise you before proceeding.

Nano Coating for Stain Protection

• The coating helps reduce liquid absorption and makes spills easier to manage. It is spill-resistant, not waterproof.

Furnished Deep Cleaning

• All areas must be accessible, and no other contractors should be working on site during the service.

• Ensure water and electricity are available for the cleaning equipment.

• Arrange any building access permits in advance.

• The team will check the property against the initial assessment. If the condition or scope has changed, the price may change; the team will discuss this with you before proceeding.

• Tell us about any special instructions in advance. We will confirm what the available crew can accommodate.

Unfurnished Deep Cleaning

• Schedule the cleaning after all construction and maintenance work is complete.

• Ensure water and electricity are available for the cleaning equipment.

• Arrange any building access permits in advance.

• All areas must be accessible, and no other contractors should be working on site during the service.

• The team will check the property against the initial assessment. If the condition or scope has changed, the price may change; the team will discuss this with you before proceeding.

• Make sure you or your authorized representative is present onsite to inspect, confirm, and sign off on the work.

• The remaining payment is due when the service is completed, before the team leaves the property.

Furnished Deep Cleaning

• The team does not empty or organise cabinets, drawers or closets.

• The scope excludes cleaning of any furniture items (sofas, curtains, carpets), chandeliers, or cabinets, drawers and closets contents (will not be emptied).

• Furniture may limit access to some surfaces. Moving delicate or heavy furniture is not guaranteed. If you request assistance, the team may ask you to sign a disclaimer before moving it.

• Kitchen appliances are excluded (can be booked as add-ons and charged separately).

• Removal of stains/marks (e.g., glue, stickers, tape, etc.) depends on age and condition and might not be fully removed.

• You may ask the team to help move furniture, but please discuss this with them first. The company does not accept liability for complaints or damage arising from furniture moved at the customer’s request.

• If construction or maintenance continues or resumes after cleaning, the team cannot guarantee the condition of the cleaned areas.

Unfurnished Deep Cleaning

• If construction or maintenance continues or resumes after cleaning, the team cannot guarantee the condition of the cleaned areas.

Visual Inspection:

• Exterior Inspection: Check the building's exterior for signs of water damage, roof leaks, and proper drainage.
• Interior Inspection: Look for visible mold growth, water stains, and signs of water damage on walls, ceilings, and floors, moisture assessment.

Identification of Testing Area:

• Specify the areas within the property where air quality testing is required (e.g., living rooms, bedrooms, kitchens, offices).

Selection of Parameters:

• Decide on the specific pollutants and parameters to be tested, such as VOCs (Volatile Organic Compounds), PM2.5 and PM10 (particulate matter), CO2, CO, formaldehyde, mold, and allergens.

Certified Testing Agencies:

• Ensure that the testing is conducted by certified and accredited agencies or laboratories recognized by the local authorities.

Pre-Testing Conditions:

• Maintain normal living conditions in the property for at least 48 hours before testing to ensure accurate results.
• Avoid recent use of cleaning agents, paints, or other chemicals that might skew results.

Documentation and Consent:

• Provide necessary documentation, including the purpose of testing and any previous air quality reports.
• Obtain consent from all occupants or relevant stakeholders.
  

Source Identification:

• Identify the sources of water to be tested (e.g., tap water, well water, storage tanks).
• Identify the purpose of water testing

Parameter Selection:

• Select the parameters for testing, such as microbial contaminants (bacteria, viruses), chemical contaminants (lead, arsenic, nitrates), and physical parameters (pH, turbidity).

Sampling Protocols:

• Follow proper sampling protocols to avoid contamination. Use sterile containers and follow guidelines provided by the testing laboratory.

Certified Laboratories:

• Use laboratories accredited by the UAE authorities, such as the Emirates National Accreditation System (ENAS) or other recognized bodies.

Documentation:

• Provide necessary background information, including previous water quality reports and the purpose of testing.
• Ensure all samples are clearly labeled with date, time, and source information.
  

Regulatory Compliance:

• Ensure that the testing and reporting meet the regulations and standards set by the UAE government and local authorities.

Professional Consultation:

• Engage with professional environmental consultants or service providers who can guide you through the process and interpret the results accurately.

Post-Testing Actions:

• Prepare to take remedial actions based on the testing results to address any identified issues.

Regular Monitoring:

• Plan for regular monitoring and follow-up testing to ensure ongoing compliance and safety.
  

• Arrange for everyone to leave the areas being treated during the service.

• Our team will explain the process and protect floors, walls, doors and furniture where needed. They will also temporarily cover fire and smoke detectors where required.

• Technicians will follow company PPE standards, including gloves, shoe covers, coveralls and appropriate masks or face shields.

• High-touch surfaces, such as door handles and elevator buttons, will be wiped manually with microfiber cloths.

• These areas can be reoccupied 15 minutes after the treatment is complete.

• Allow 15 minutes after application for the treatment to settle before entering the treated areas.

• The team will remove all protective sheeting and temporary covers from fire and smoke detectors before leaving.

• This service is for airborne and surface disinfection. It is not deep furniture cleaning. It uses an eco-friendly, water-based German technology described as chemical-free.

• The team may provide you with an additional quotation for the issues (like part replacement and more) noticed during the re-inspection prior to treatment. For all such additional quotations, a 70% pre-payment of the total quotation is required to be paid upfront to confirm the order.
• Before calling the emergency contractor or 3rd party vendor other than The Healthy Home, please check any manuals you've been supplied with by your landlord.
• Service visits shall be scheduled during regular working hours (8 am – 6 pm) and as per the applicable regulations of the community – any works identified as requiring longer than 2 hours shall be scheduled for the following work day or for the earliest available schedule.
  

• Spare parts and materials are not covered under the scope of work. Such parts or materials that are required to restore the functioning of equipment or system under the scope of work shall be used appropriately and will be quoted and charged separately.
• Using the latest eco-friendly products and technologies.
• The team offers specialized cleaning, sanitizing, and home maintenance solutions for both private and public spaces for better air and surface quality, free from bacteria and other pathogens.
  

• Excluding any special access requirements i.e. (Scaffolding, ceiling access panels).
• Repairs and /or replacement of electronic items
• An emergency repair means those repairs which are necessary to alleviate, remove or reduce risk to the Health, Safety, and Welfare of the occupant
• In the event of an emergency, please report immediately to The Healthy Home office