The Terms Behind Every Booking
A clear explanation of how our service runs, what we commit to, what we ask of you, and the honest limits of cleaning and pest control.
When you book a service with Nojoom Al Azm, you enter a simple agreement: we send a mobile crew and work to a written, agreed scope, and you give us the information, access and arrangements we need to do the job well. This page spells that out in direct language so neither of us is surprised.
We serve all seven emirates with field crews, and jobs range from a small flat to a large villa, an office or a commercial site. No single rule fits every case, so the written quote for your job comes first, and these general terms fill in around it.
This is a plain-language policy for a small service business and not legal advice. If anything here is unclear, ask us before you book and we will answer.
Who these terms apply to
These terms apply to anyone who requests cleaning or pest control from Nojoom Al Azm, whether an owner, tenant, building manager or business owner, and to the use of our website.
By requesting a service or confirming a booking, you confirm that you have read and accepted these terms and that you are entitled to request the work at the property.
The version published when your booking is confirmed applies. Any exception we agree in writing in the quote takes priority over the general text here.
How the service runs from start to finish
We follow a steady sequence so everyone knows what happens and when.
- 1
Enquiry
You contact us by WhatsApp, phone or the quote form and tell us the service, property, emirate and what you need.
- 2
Inspection or assessment
We review the condition from photos you send or from a visit, depending on the job, so we plan from reality and not only a description.
- 3
Written scope and quote
We send the scope of work and the quote in writing, stating what will be done, what is not included and any special conditions.
- 4
Booking confirmation
Once you agree, we confirm the date, the crew and the access arrangements. A booking is not confirmed until we confirm it.
- 5
Service
The crew arrives and works to the agreed scope, using equipment and products suited to residential use and following label instructions.
- 6
Walk-through
Before leaving, we review the result with you on site and explain what was achieved, what needs follow-up and what has limits.
- 7
Follow-up
If you raise a point that falls within the agreed scope, we review it and arrange a follow-up visit where needed.
Quotes and changes to the scope
A quote is based on the scope as it was described to us and as it appeared in photos or at the inspection. If the real condition differs from what was described, for example a larger area, heavier soiling, a wider infestation or harder access, the scope and therefore the price may change.
We will not carry out extra work that changes the price until we have told you what we found and agreed it with you. You may accept the addition, keep to the original scope or stop the work, as far as the technical situation allows.
The quote states how and when payment is made and how long the quote stays valid, as agreed in the quote itself. A price mentioned casually in conversation is not binding unless it is confirmed in the written quote.
Read the written scope carefully before you agree. It shows what we will and will not do, and it is the best protection against mismatched expectations.
Booking, rescheduling and cancellation
If you need to move a date or cancel, tell us as early as possible. Crews and equipment are prepared in advance, and the earlier we know, the better we can rearrange the schedule for you and for others.
Any terms about cancellation or rescheduling are stated in the quote. If the quote says nothing, we will talk with you about a reasonable solution based on what had already been prepared for the job.
We may also need to move an appointment for reasons outside our control, such as weather for window and facade work, or building access that cannot be arranged. In that case we will tell you and suggest another date.
What we ask of you
A good result depends on things we cannot control alone. We ask you to:
- Give accurate information about the property, its condition and what you want, including any earlier problem, sensitivity or known damage.
- Provide access to the property at the agreed time, along with whatever we need to reach the areas to be worked on.
- Arrange building permits, gate passes and service-lift booking, which are normally arranged through you or the building management.
- Provide water and power on site as far as the job needs them.
- Remove or secure valuables and fragile items before the crew arrives.
- Keep children and pets away from the work area during treatment, especially for pest control.
- Follow the re-entry guidance after treatment, as shown on the product label and explained by the crew.
Access and building rules
Many towers, compounds and industrial zones set their own rules, such as quiet hours, entry permits, lift bookings and parking. We work within those rules, but arranging the permit itself is the responsibility of the customer or the building management.
If a permit is delayed or the crew is stopped from entering for a reason beyond our control, the date may need to change, and we may discuss the effect on the schedule as set out in the quote.
Safety, children and pets
We use products and equipment suited to residential use and follow label instructions. Before any treatment we explain the precautions, including how long to stay away, when it is safe to return and how to ventilate.
For pest control in particular, children and pets, including fish and birds, must stay away from the treated area during the work and afterward for the time the product instructions give. If someone in your home has an allergy or a health condition, or if a household member is pregnant, tell us before the visit so we can choose a suitable approach.
Following the re-entry guidance is an important part of your family’s safety, and nothing else replaces it.
Valuables, fragile items and furniture
We handle furniture, floors and surfaces with care, but it is your responsibility to remove and store valuables such as jewelry, cash, documents and small devices before the visit. Please move fragile or hard-to-replace pieces somewhere safe, or tell us about them.
Some surfaces and fabrics are not suited to wet cleaning, such as certain leathers, delicate fabrics and untreated wood. If we see that washing an item could harm it, we will tell you and suggest an alternative or leave it out of the job.
What to expect from the result, and its limits
We work for the best result the situation allows, and every service has honest limits that we tell you about in advance.
| Situation | What to expect |
|---|---|
| Pre-existing damage | We are not responsible for damage that existed before we arrived, such as cracks, peeling paint or leak damage, |
| Old or deep stains | Some stains cannot be fully removed, and we tell you what we expect after inspection |
| Wear from age and use | Normal wear on fabrics, floors and surfaces is not reversed by cleaning |
| Items unsuited to wet cleaning | We may leave them out or suggest a different treatment with your agreement |
| Pests that return for outside reasons | Pests can return if the conditions that attract them stay outside our control, such as leaks, waste or gaps in a neighboring unit |
| Total elimination of pests | We do not promise it. Our work reduces and controls pests through an inspection-led plan with follow-up where needed |
Extra terms for pest control
Our pest control starts with an inspection that identifies the species, the scale of the problem and its sources, and then a plan that addresses causes and not only symptoms. Depending on the case, the plan may need more than one visit, and the quote explains this.
The plan partly depends on your cooperation: closing entry points, storing food properly, taking out waste regularly and telling us about new activity. Some pests may still appear after treatment as their life cycle finishes. That can be expected, and you should tell us so we can assess it.
We make no medical or curative claims, and we do not promise that a place will stay free of pests forever, since neighboring buildings and surroundings can bring a problem back.
Payment
The way and timing of payment are set out in the quote, as agreed.
If extra work is requested after the agreement, its cost is agreed before it is carried out. If you have a question about any item in the quote or invoice, ask the team directly and we will explain it.
Feedback, complaints and follow-up visits
The best time to raise a point is during the walk-through, because we can sometimes fix it on the spot. If you notice something after the crew has left, message us on WhatsApp, call us or send an email as soon as you can, with photos if possible.
The team will review your concern seriously and fairly. If it falls within the agreed scope, we will arrange a follow-up visit to deal with it. If it falls outside the scope or comes from a cause we cannot control, we will explain that clearly and suggest a suitable option.
Liability
We are responsible for work that we carry out carelessly or in breach of what we agreed, and we will address it by correcting the work or through a fair remedy that suits the case and is agreed by both sides.
We are not responsible for damage that existed before we arrived, for results of incorrect or incomplete information from the customer, for items that were not removed or secured despite our advice, for faults in the surfaces, buildings or installations themselves, or for indirect losses that could not reasonably be foreseen.
None of this removes any right that the applicable law gives you.
Using the website
The website content introduces our services. It is general information and does not replace an inspection, and illustrative images may differ from your property. Please use the site properly and do not try to disrupt it, misuse it or deliberately send false details.
We cannot promise that the site is free of errors or always available. Your personal data is covered by the Privacy Policy published on the site.
Governing law
These terms and any agreement between us are governed by the laws of the United Arab Emirates. We always prefer to settle any disagreement through direct conversation first, since most concerns are resolved by an honest chat and a follow-up visit.
Questions about these terms
If a point is unclear, or you want a special arrangement for your job, contact us before confirming the booking, by WhatsApp or phone. We will write any special agreement into the quote so it is clear to both sides.
Frequently asked questions
It can if the real condition differs from what was described to us, such as a larger area, heavier soiling or a wider infestation. We tell you and agree the change with you before doing any extra work, and we add nothing without your approval.
Tell us as early as possible so we can rearrange the schedule. Any terms about cancellation or rescheduling are stated in the quote. If it says nothing, we will talk with you about a reasonable solution based on what was already prepared.
The customer or the building management does. We work within building rules, from quiet hours to lift bookings, but the permit itself comes from your side. We help by telling you the crew size and expected arrival time.
Tell us during the walk-through or soon after, by WhatsApp, phone or email, with photos if possible. We will review it, and if it falls within the agreed scope we will arrange a follow-up visit to deal with it.
Ready to request a service?
Message the Nojoom Al Azm team with a short description of what you need, and we will reply with the inspection steps and a written scope before any booking.