Terms of Service

SECTION 1

Our services

XAINA provides home-service booking and operational services.

Release-1 cleaning services include:

• Signature Cleaning
• Deep Cleaning
• Move-in / Move-out Cleaning

Service availability depends on location, property details, requested date and time, operational capacity and the selected service configuration.

Certain properties, conditions or service requirements may require a Custom Assessment / Individual Offer and cannot be booked instantly.

SECTION 2

Customer eligibility

You must be at least 18 years old and legally capable of entering into a binding agreement to make a booking.

You are responsible for ensuring that all information provided to XAINA is accurate and complete.

This includes, where applicable:

• contact information
• property details
• property size
• service requirements
• property condition
• furnishing status
• address and access information
• any circumstances relevant to the safe and proper performance of the service

SECTION 3

Service areas

XAINA operates within designated serviceable communities.

The currently available communities are shown during booking.

If your community is not listed, you may select:

You may then submit your location and continue configuring your booking.

Such requests require manual operational approval and are not automatically confirmed.

SECTION 4

Out-of-area requests

For a booking requiring location confirmation, XAINA will review whether:

• your location can be served
• your requested date and time can be fulfilled
• sufficient operational capacity is available

You may complete checkout before this review is completed.

Your payment method will be authorized for the applicable booking amount but will not be charged immediately.

If XAINA approves the request:

• the authorized payment will be captured
• your booking will be confirmed

If XAINA declines the request:

• the payment authorization will be cancelled or released
• you will not be charged

Depending on your bank or payment provider, a temporary authorization may remain visible for a period after XAINA releases it.

SECTION 5

Booking process

A booking may include:

• service type
• property details
• service scope
• date and time
• team configuration
• Cleaning Expert preference where available
• add-ons
• bundles
• subscription frequency where applicable
• payment information

Your booking becomes confirmed only when XAINA expressly confirms it.

A submitted request, payment authorization or pending-review status does not by itself constitute a confirmed booking.

SECTION 6

Pricing

All customer-facing XAINA prices are displayed in UAE Dirhams (AED).

The final price is shown before checkout is completed.

Pricing may depend on factors including:

• selected service
• property size
• property condition
• furnishing status where applicable
• number of Cleaning Experts
• selected add-ons and bundles
• subscription discounts
• promotional discounts
• applicable team or capacity premiums

Any material change requested after booking may require a revised price.

SECTION 7

Payments

XAINA may accept eligible:

• credit cards
• debit cards
• Apple Pay
• Google Pay

Available payment methods may vary by device, payment provider or transaction.

Except for bookings expressly requiring manual approval, payment is processed as part of booking confirmation.

For out-of-area requests, the authorization-before-approval process described in Section 4 applies.

If payment fails, expires or requires additional customer action, XAINA may withhold booking confirmation until the required payment has been successfully completed.

SECTION 8

Service scope and property condition

Your booking covers the service scope presented during the booking process.

Tasks outside the booked scope may require:

• an add-on
• additional cleaning time
• a revised quotation
• Custom Assessment

Normal household dust may be handled through the appropriate standard service.

Renovation or construction dust may, depending on its nature and extent, be suitable for Deep Cleaning.

Construction residue including:

• cement
• grout
• paint
• adhesive
• plaster residue
• builders' waste
• debris

may require Custom Assessment and is not automatically included in a standard cleaning booking.

Active or inaccessible construction areas may also require assessment or be excluded from the service.

XAINA may refuse, pause or reassess work where the actual conditions materially differ from the information provided during booking, fall outside the booked service scope or create a safety or operational concern.

SECTION 9

Cleaning Experts and team assignment

XAINA determines team eligibility based on the selected service, property size, operational requirements and available capacity.

Where Preferred Lead Expert selection is available:

• you may select one Preferred Lead Expert
• any additional Cleaning Experts are assigned automatically by XAINA
• the Preferred Lead is prioritized but cannot be guaranteed

XAINA does not offer manual customer selection of every member of a multi-Expert team.

If a Preferred Lead becomes unavailable, XAINA may assign an appropriate replacement while maintaining the requested date and time where operationally possible.

SECTION 10

Access to the property

You are responsible for ensuring that XAINA can access the property at the scheduled time.

Please provide accurate:

• building or villa details
• unit information
• access instructions
• gate or security information where required
• parking or entry information where relevant

Failure to provide reasonable access may result in a failed-access booking and charges under the Cancellation & Rescheduling Policy.

SECTION 11

Cancellation and rescheduling

All bookings are subject to the separate XAINA Cancellation & Rescheduling Policy, which forms part of these Terms.

Applicable charges depend on how close the cancellation or change occurs to the scheduled service and whether operational resources have already been committed.

Where technically possible, any applicable cancellation or rescheduling fee will be shown before you confirm the action.

SECTION 12

Cleaning Subscriptions

Cleaning Subscriptions are available only for eligible Signature Cleaning bookings.

Available recurring frequencies are:

Weekly

Every 7 days. 10% discount on the Signature Cleaning base price.

Biweekly

Every 14 days. 7% discount on the Signature Cleaning base price.

Every four weeks

Every 28 days. 5% discount on the Signature Cleaning base price.

Subscription discounts apply only to the eligible Signature Cleaning base price.

Unless expressly stated otherwise, subscription discounts do not apply to:

• add-ons
• bundles
• Extra Cleaning Time
• fees
• team or capacity premiums

Subscription activation requires an authenticated XAINA account, an eligible saved property and a valid recurring payment authorization.

Minimum commitment

A Cleaning Subscription has a minimum commitment requiring both:

• at least 28 active days
• at least 2 completed and paid qualifying visits

Both requirements must be fulfilled.

Customer-facing summary:

If you request cancellation before both requirements are fulfilled, cancellation will be scheduled for the first point at which both requirements have been satisfied.

Skipped, failed, voided, fully refunded or otherwise non-qualifying visits do not count toward the two required completed paid visits.

Pause

After the minimum commitment has been fulfilled, eligible subscriptions may be paused.

Maximum pause limits are:

• 28 consecutive days
• 28 total pause days within any rolling 90-day period

During a pause:

• affected visits are skipped
• no charge is made for skipped visits
• skipped visits do not generate make-up visits
• the underlying recurring schedule remains unchanged

Individual subscription visits

Rescheduling one subscription visit changes only that individual occurrence.

Future visits continue according to the original recurring schedule.

A closed or unavailable date does not automatically shift the entire subscription schedule.

Recurring extras

Only extras specifically identified as recurring-eligible may be applied to every subscription visit.

Where recurring application is available, the customer must explicitly select it.

The default is always:

SECTION 13

Promotions and voucher codes

Voucher and promotional codes are subject to their stated:

• validity
• eligibility
• value
• service restrictions
• usage conditions

A promotional code may be used with a Cleaning Subscription only where it is expressly marked as subscription-compatible.

Invalid, expired, incompatible or improperly used codes may be rejected.

SECTION 14

Changes by XAINA

Operational circumstances may occasionally require XAINA to change:

• assigned Cleaning Experts
• operational team composition
• scheduled timing
• other operational booking details

Where XAINA cannot reasonably provide the booked service, customer-caused cancellation fees will not apply.

Any mandatory consumer rights available under applicable UAE law remain unaffected.

SECTION 15

Support and service issues

If you experience an issue with a booking or service, please contact XAINA at:

XAINA may review relevant booking and operational records when investigating a service issue.

These may include, where applicable:

• booking details
• timestamps
• communications
• service records
• service documentation

Nothing in these Terms removes any mandatory consumer right or remedy available under applicable law.

SECTION 16

Acceptable use

You may not:

• use XAINA for unlawful purposes
• submit fraudulent bookings
• intentionally provide materially false information
• interfere with the platform or payment systems
• impersonate another person
• misuse promotional mechanisms
• threaten, harass or abuse XAINA personnel

XAINA may restrict or suspend access where reasonably necessary to address fraud, security risks, abuse or material breaches of these Terms.

SECTION 17

Intellectual property

The XAINA name, trademarks, platform, software, designs, content and associated intellectual property are owned by or licensed to XAINA and/or its affiliated rights holders.

Using the XAINA platform does not transfer ownership of any intellectual property to you.

SECTION 18

Liability

Nothing in these Terms excludes or limits liability where doing so would be prohibited by applicable law.

To the extent permitted by applicable law, XAINA is not responsible for losses caused by circumstances outside its reasonable control, including where they arise from:

• materially inaccurate information supplied by the customer
• inability to obtain reasonable access to the property
• unsafe or undisclosed property conditions
• customer-requested changes
• failures of independent third-party systems outside XAINA's reasonable control

Nothing in this section limits mandatory UAE consumer rights.

SECTION 19

Privacy

Personal data is processed in accordance with the XAINA Privacy Policy.

SECTION 20

Updates to these Terms

XAINA may update these Terms to reflect legal, operational or product changes.

The current version and its Effective Date will be made available through the XAINA platform.

Material changes will not retroactively remove mandatory rights relating to an existing confirmed booking.

SECTION 21

Governing law

These Terms are governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

Any mandatory consumer-protection or jurisdictional rights remain unaffected.

SECTION 22

Contact