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1. General Information

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  • DUO STAR TECHNICAL SERVICES LLC ("Duo Star") operates the website www.duo-star.com.
  • These terms and conditions form a legally binding agreement ("Agreement") between the customer ("Customer") and Duo Star ("Service").
  • The governing law is the United Arab Emirates (UAE), and any disputes will be settled by the competent courts of the UAE.

2. Payment and Transaction Policies

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  • Payments can be made using Visa or MasterCard debit and credit cards in AED.
  • Prices may vary depending on the payment method.
  • Customers must retain transaction records and follow the merchant’s policies and rules.
  • Customers under the age of 18 are not permitted to register or transact on the website.
  • For bookings over AED 300, payment must be settled before confirming the next cleaning appointment.
  • Unpaid accounts exceeding AED 300 will result in automatic cancellation of future appointments until payment is received.
  • Customers may request an increased booking limit of up to AED 1,000, which can be granted through card authorization for added flexibility.
  • Card Authorization for Monthly Clients:
  • Monthly clients have the option to set up card authorization for more convenient payments.
  • This does not mean automatic charges; payments will only be processed upon client approval.
  • This option helps streamline the payment process while ensuring complete customer control.
  • For large-scale bookings, a 50% non-refundable deposit is required at the time of booking. Cancellations within 48 hours of the service date will result in forfeiture of the deposit.
  • Invoices are issued based on the agreed billing cycle, which may be daily, weekly, or monthly, depending on the service agreement with the customer.
  • Customers may complete their payment using one of the following methods:
  • Credit Card (subject to applicable terms and conditions)
  • Bank Transfer
  • Cash (only for selected transactions and upon authorization)


3. User Responsibilities

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  • Customers must maintain the confidentiality of their accounts.
  • The Customer agrees to provide a safe working environment for service personnel and necessary utilities such as water and electricity.
  • Customers must inform Duo Star about any hazards before service commencement.
  • Customers are responsible for securing fragile or valuable items before service begins.
  • If a Customer’s negligence results in damage to Duo Star’s equipment, tools, or materials, the Customer will be responsible for the full cost of repair or replacement.

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4. Services Offered

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  • General Cleaning Services
  • Deep Cleaning
  • Sanitization Services
  • Upholstery Cleaning and Shampooing (Sofa, Carpet, and Mattress)
  • Glass Window Cleaning (Low-rise or High-rise areas)
  • Customized Cleaning
  • Other services such as move-in, end-of-tenancy, and after-party cleaning may include equipment and materials upon request (additional charges apply).


5. Booking and Cancellations

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  • Services can be booked via phone, email, or online.
  • A minimum booking requirement applies:
  • General Cleaning: 3 hours per visit.
  • One-time/Spring Cleaning: Flexible pricing based on property size.
  • Cancellations or changes to an appointment must be made at least 12 hours in advance to avoid a 50% cancellation fee.


6. Health and Safety Policies

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  • Service personnel may refuse to use customer-provided equipment if deemed unsafe.
  • Services will not be provided if health and safety risks exist, including cleaning of animal/human waste.
  • Customers must ensure the premises comply with UAE workplace safety laws.
  • If service personnel are exposed to hazardous environments without prior notice, Duo Star reserves the right to terminate services immediately without refund.

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7. Employment Restrictions


  • Customers cannot directly hire personnel introduced by Duo Star for 12 months after service termination.
  • A fine of AED 15,000.00 will apply for violations, with legal action taken if necessary.


8. Payments and Late Fees

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  • Customers agree to pay the price quoted by Duo Star for services provided.
  • Payments can be made via bank transfer, debit/credit card, or limited cash payments (subject to authorization).
  • Invoices are issued at the agreed frequency (daily, weekly, or monthly).
  • Late payment penalties:
  • 15% fee for delays beyond the due date.
  • Services may be suspended for non-payment.
  • Outstanding bills beyond 60 days will be subject to legal action, including collection proceedings or court involvement.
  • Unpaid invoices beyond 90 days will be referred to a legal debt collection agency, and additional collection fees will apply.


9. Complaints and Satisfaction Guarantee

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  • If dissatisfied, customers must report issues within 24 to 48 hours for resolution.
  • Complaints submitted beyond 48 hours will not be considered.


10. Liability and Exclusions


Duo Star is not responsible for:

  • Pre-existing stains, ingrained dirt, or damage.
  • Customer negligence resulting in service interruptions.
  • Loss of fragile or valuable items (jewelry, cash, artwork, antiques, etc.).
  • Accidental damage caused by faulty equipment.


11. Accidents, Breakages, and Theft


  • Service personnel handle properties with care, but accidents can occur. Duo Star has public liability insurance for major damages.
  • Claims must be reported within 24 hours of service completion.
  • Customers must ensure breakable items are removed or secured.
  • Any form of harassment, verbal abuse, or mistreatment towards Duo Star personnel will result in immediate service termination and a potential ban from future services. Legal action may be taken in severe cases.


12. Service Availability and Pricing


  • Services are subject to availability.
  • Prices are available upon request from Duo Star agents and may change with 7 days' notice.


13. Ownership and Intellectual Property


  • All website content is owned by Duo Star. Unauthorized copying, distribution, or modification is prohibited.


14. Refund Policy

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  • Refunds will only be processed through the original payment method.
  • Refund processing time may take up to 30 days.
  • Refunds will not be issued for:
  • Deposits for large-scale bookings and last-minute cancellations.
  • Services that were completed as per the agreed scope but did not meet personal expectations beyond the agreed terms.
  • Situations where service personnel were denied access or the client was unavailable at the scheduled time.


15. Changes to Terms and Conditions


  • Duo Star reserves the right to modify these terms at any time without prior notice.
  • Updates will be effective 24 hours after posting on the website.

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For further inquiries, contact Duo Star Technical Services LLC via our website or customer service channels.