Terms and Conditions for Service

Terms & Conditions of Service

These terms and conditions (the “Agreement”) govern the use and access of the Website (as defined below), including any content, functionality, and services offered on or through www.harmonyhomes.ae or the HH App (as defined below), as well as any other medium or platform operated by Harmony Home Cleaning Company, a limited liability company registered under registration number 2494931, with its offices in the Emirate of Dubai, United Arab Emirates (“Harmony Homes”, “we”, and “us”).

This Agreement is entered into between you (the “Customer” and “you”) and Harmony Homes (individually referred to as a “Party” and collectively as the “Parties”). By using the Website, HH App, or any other platform operated by Harmony Homes, you may: (a) book a service professional employed directly by Harmony Homes (collectively or individually referred to as a “Professional”) to provide the Booked Services (defined below) through the HH Platform.

If you do not agree to the terms of this Agreement, you must immediately cease using the Website. By continuing to use the Website, you acknowledge and agree to be bound by this Agreement, which, together with our Privacy Policy, governs the relationship between you and Harmony Homes.

DEFINITIONS AND INTERPRETATION

1.1. DEFINITIONSFor the purposes of this Agreement, the following terms shall have the meanings set out below:
“Account” has the meaning given to such term in Clause 3.2
“Agreement” has the meaning given to such term in the introduction.
“Booking Confirmation” means the email, notification through the HH App, or any other electronic communication received by the Customer, confirming the Booking Request.
“Booked Services” refers to the Services requested by the Customer via the Website through a Booking Request.
“Booked Service Duration” means the time period specified in the Booking Request for the provision of the Booked Services.
“Booked Service Fee” refers to the total amount payable by the Customer for the Booked Services, as indicated in the Booking Request.
“Booked Service Location” means the address provided by the Customer in the Booking Request, where the Booked Services will be performed.
“Booking Request” refers to the reservation made by the Customer through the Website for the provision of the Booked Services at a specified date, time, and location, including the applicable Booked Service Fee and Product Fee.
“Cancellation Fee” refers to a fee equal to one (1) hour’s worth of Booked Services, payable by the Customer for cancellations made within twenty-four (24) hours of the Scheduled Booking Time.
“Claim” means any present or future claims, actions, demands, or rights arising out of or in connection with the Booking Request and/or the Booked Services, including but not limited to claims for damages, complaints, legal proceedings, arbitration, debts, costs, expenses (including legal fees), judgments, awards, or orders under UAE laws, whether known or unknown at the time of entering this Agreement.
“Products and Equipment” refers to supplies and equipment pre-approved by Harmony Homes and required by Professionals to complete the Booked Services in accordance with the Booking Request.
“Product Fee” means an additional charge paid by the Customer when opting for Harmony Homes to provide its own Products and Equipment for the Booked Services.
“Confidential information” means any information (whether or not in material form, whether in writing or orally, or whether or not disclosed before or after the commencement of this Agreement) of whatever kind belongs to Harmony Homes or third party licensors and disclosed or revealed by or on behalf of Harmony Homes (or accessed by the Customer) under or in relation to this Agreement that is marked as confidential, is by its nature confidential, or which the Customer ought reasonably to know is confidential, including the information about Professionals (including personal data), phone numbers, market information, the contents of Harmony Homes services including the HH App (including all text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork and computer code) and this Agreement, but does not include any information that: (a) is published or has otherwise entered the public domain without a breach of this Agreement; (b) is obtained from a third party who has no obligation of confidentiality to Harmony Homes or third party licensors; or (c) is independently developed without breach of this Agreement.
“Customer” means any individual or entity that has registered on the Website, submitted a Booking Request, and entered into this Agreement and any related agreements as required.
“Customer Dispute” refers to any dispute raised by the Customer through the Website within the Dispute Period regarding the provision of Booked Services by Harmony Homes.
“Declaration” has the meaning given to such term in Clause 2.5.
“Device” has the meaning given to such term in Clause 4.1.
“Dispute Period” refers to the twenty-four (24) hours following the completion of the Booked Services, within which the Customer may raise a Customer Dispute regarding the services provided.
“HH App” refers to the electronic platform accessible on mobile devices (including smartphones, tablets, or smartwatches), which enables the Customer to access the HH Platform. Harmony Homes will provide the Customer with login credentials (user ID and password) to access their account.
“HH Platform” collectively refers to the HH App and the Website, including all associated programs, software, loyalty schemes, mobile applications, digital platforms, or other communication channels that enable Customers to contract for Professional Services directly.
“Intellectual Property Rights” means all right, title and interest (whether legal, equitable or otherwise) in and to copyright, rights in databases, patents, trademarks, service marks, design rights, get-up, logos, rights in goodwill, compilations, inventions, know-how, confidential information, trade secrets, trade names, business names, domain names and semi-conductor topography rights (and including future and contingent rights, rights to claim damages for prior infringement and other accrued rights of action, applications for registration of any of the foregoing and any rights to make such applications) together with any similar rights as may exist from time to time anywhere in the world.
“HH IP” has the meaning given to such term in Clause 18.1
“Industry Standard” refers to the minimum level of service and quality that a competent and professional service provider is reasonably expected to maintain.
“Parties” means the Customer and Harmony Homes, and “Party” refers to either of them individually.
“Payment Service Provider” refers to a third-party payment processor or financial institution designated to collect the Booked Service Fee and Product Fee on behalf of Harmony Homes.
“Person” includes any natural person, corporation, legal entity, joint venture, association, trust, partnership, executor, administrator, or legal representative.
“Professionals” refers to the individuals from a Selected Service Provider who will perform the Booked Services.
“Registration Data” has the meaning given to such term in Clause 3.1.
“Scheduled Booking Time” refers to the agreed-upon time and date for the provision of the Booked Services by the Selected Service Provider.
“Settlement Payment” means any amount payable by the Customer to Harmony Homes due to a breach of this Agreement, a payment dispute, or other obligations as specified herein.
“Settlement Report” means a statement issued by Harmony Homes to the Customer, outlining the amounts due for payment, the reasons for the charge, and any applicable adjustments.
“Services” means the professional cleaning and other related services offered on the HH Platform to Customers.
“Website” refers to all content and services available through the domain www.harmonyhomes.ae, its associated mobile applications (including the HH App), and any other platforms used to facilitate service bookings via Harmony Homes, including voicemail, messaging services, email communications, classified advertisements, forums, and related internet links.
1.2 INTERPRETATION AND CONSTRUCTION
Unless otherwise indicated, any reference in this Agreement to:
the “Customer”, “Harmony Homes”, or any other person shall be construed to include their respective successors-in-title, permitted assigns, and transferees;
the “Agreement”, “Privacy Policy”, or any other agreement or instrument shall refer to the Agreement, Privacy Policy, or such other agreement or instrument as amended, novated, supplemented, extended, or restated;
an “amendment” includes any supplement, novation, restatement, or re-enactment, and “amended” shall be construed accordingly;
a “Services” includes both present and future services of any description;
a “person” includes any individual, firm, company, corporation, government, state or agency thereof, or any association, trust, joint venture, consortium, or partnership, whether or not having separate legal personality;
a “regulation” includes any rule, official directive, request, or guideline (whether or not having the force of law) issued by any governmental, intergovernmental, or supranational body, agency, department, regulatory, or self-regulatory authority;
a “law” includes any statute, constitution, decree, judgment, treaty, regulation, directive, by-law, order, or any other legislative measure enacted by any governmental, intergovernmental, or supranational body, agency, or regulatory authority, including common or customary law;
a reference to a provision of law shall include that provision as extended, applied, amended, or re-enacted, and shall include any subordinate legislation; and
a time of day refers to UAE standard time, and references to years, months, quarters, and the passage of time shall be construed in accordance with the Gregorian calendar.
Clause headings are included for ease of reference only and shall not affect the interpretation of this Agreement.
Unless otherwise indicated, words in the singular shall include the plural, and vice versa.
TERMS OF ENGAGEMENT2.1 This Agreement, together with the Privacy Policy, constitutes a legally binding contract between Harmony Homes and the Customer. It sets out the terms governing the Customer’s legal rights and obligations concerning the use of the HH Platform, Website, HH App and participation in the Booked Services.
2.2 The Customer hereby engages Harmony Homes to perform the Booked Services in accordance with the terms and conditions of this Agreement.
2.3 Harmony Homes shall provide the Booked Services in accordance with the Booking Request and any reasonable instructions given by the Customer, ensuring that the Booked Service meet the Customer’s expectations.
2.4 This Agreement shall become effective immediately upon the Customer’s use, visit, registration, or engagement with the Website, including the booking and availing of any services presented, promoted, or displayed on the Website.
2.5 By clicking “I have read and agree to the terms of use” (the “Declaration”), the Customer certifies that: (a) they are a Customer under this Agreement; (b) they have the legal authority to enter into this Agreement; (c) upon confirming a Booking Request, they authorise the transfer of payment for the Booked Services through the Website; and (d) they agree to be bound by the terms of this Agreement and all documents incorporated by reference.
2.6 If the Customer is accessing and using the Website, they confirm that they are at least 18 years of age or the age of majority in their respective jurisdiction (whichever is higher) and have legal capacity to enter into and comply with the terms of this Agreement.
ACCOUNT CREATION3.1 The Customer shall use the Website and HH App to book Services. To access the Website and the HH App, the Customer must register for an online account on the HH Platform by providing the required details on the Website or the HH App (the “Registration Data”). The Customer acknowledges that all Registration Data submitted must be valid, accurate, and complete.
3.2 Upon acceptance of the Registration Data, Harmony Homes will create an account (the “Account”) using the details provided by the Customer. The Customer shall be solely responsible for maintaining the confidentiality of their login credentials and for any unauthorised use of the Account.
3.3 The Customer agrees to comply with all the Registration Data requirements and other obligations set forth in this Agreement. Harmony Homes reserves the right to decline, suspend, or terminate any registration at its sole discretion if the Customer fails to provide the required information or does not meet Harmony Homes’ verification standards.
3.4Once an Account is successfully registered, it shall remain valid indefinitely, unless suspended or terminated in accordance with the terms of this Agreement. The Customer agrees to maintain the security of their Account information and is fully responsible for all activities carried out under their Account.
3.5 The Customer agrees that Harmony Homes may communicate with them via telephone, SMS, cross-platform messaging services, or other means using the contact details provided.
3.6 The Customer shall not use the HH Platform for any illegal, unlawful, or prohibited purposes. The Customer is solely responsible for any wilful or reckless misuse of the HH Platform, whether through their Account or otherwise.
3.7 The Customer shall not:
- allow unauthorised third parties to access or use the HH Platform;
- share Account login credentials with any unauthorised person; and
- violate any security requirements set by Harmony Homes regarding identity verification or platform security measures.
3.8 The Customer must immediately notify Harmony Homes of any suspected breach of security or unauthorised access to their Account. The Customer remains fully responsible for all actions taken through their Account, including any misuse resulting from compromised login credentials.
DEVICES, TECHNOLOGY, AND COMMUNICATIONS4.1 For optimal functionality of the HH App, the Customer is encouraged to use an electronic device (“Device”), such as a smartphone, PC, or tablet, with a functioning mobile number, the ability to receive text messages (SMS), cross-platform messaging services, and push notifications from the HH App.
4.2 Harmony Homes shall not be responsible for any unauthorised use of the HH App. Additionally, Harmony Homes shall not be liable for blocking access to the HH Platform in the event Customer losses the Device or it is stolen. The Customer remains fully liable for any Booked Services made through their Device, even in cases of loss or theft.
4.3 Harmony Homes reserves the right to monitor and/or record all communications between Harmony Homes, Professionals, and Customers conducted through the HH Platform. The Customer expressly consents to such monitoring and recording for quality assurance, customer satisfaction, and other operational purposes.
4.4 The Customer agrees that, in making Booking Requests through the HH Platform, they shall:
- comply with all applicable laws;
- refrain from any dishonest, unethical, or wrongful conduct, including inappropriate behaviour towards a Professional;
- not engage in false identification through any means, including telephone, SMS, or email; and
- not make unauthorised representations, guarantees, or warranties on behalf of Harmony Homes.
4.5 Harmony Homes may provide the Customer with personal information of Professionals assigned to perform the Booked Services. The Customer agrees: (a) to use such information only for obtaining the services and in compliance with applicable laws; (b) not to disclose, rent, sell, or share this information with third parties without Harmony Homes’ prior written consent; (c) not to use or attempt to use this information in a way that violates this Agreement; and (d) to take reasonable administrative, physical, and technical measures to protect the confidentiality, security, and integrity of information received from Harmony Homes regarding the Professionals.
4.6 If the Customer’s account is no longer active or is terminated, they shall not misrepresent themselves as receiving services from Harmony Homes.
4.7 The Customer acknowledges and consents to the use digital and AI technology by Harmony Homes and the Professionals. Professionals and Harmony Homes use HH Platform and smart phones, to communicate and record information about the Customer. Such information includes mobile phone number of the Customer, rating of the Customer, the Customer preferences in relation to the Offered Services, notes, documents, and images of the Customers home and such other information to enhance and facilitate the provision of the Booked Services. The Customer data is used by Harmony Homes in accordance with its Privacy Policy to update its internal policies and optimise the provision of services on HH Platform. AI technology may be used to automate analysis, updating and provision of services on HH Platform. The Customers continuing use of HH Platform, HH App and/or Website is confirmation of its consent to use of all such devices and technology by Harmony Homes and the Professionals.
4.8 The services provided through the HH Platform include: (a) submission and acceptance of the Booking Requests subject to the terms of this Agreement; (b) identification and allocation of the Professionals; (b) remote monitoring of the start and end time of the Booked Service Duration; (c) geo-monitoring of the Professionals; (d) receiving and receiving any notes and images from the Professionals in relation to the Booked Services, Customer’s preferences, notes (including voice notes) and images to facilitate future service provisions to the Customer and any information from the Professional that may help resolve an existing or potential Claim; (d) receiving and dealing with feedback, questions and complaints relating to the Booked Service; and (e) providing customer support.
4.9 If the Customer has provided its consent, Harmony Homes or its authorised representatives may send information regarding services, discounts, and promotions via SMS, email, or cross-platform messaging services. The Customer may opt out at any time by adjusting their notification settings in the HH App.
4.10 For assistance with the HH Platform or any Booking Request, the Customer may contact Harmony Homes support via:
- email: hello@harmonyhomes.ae
- in-App customer support
Harmony Homes conducts random quality inspections to assess service quality. These inspections may include: (a) unannounced visits during the Booked Service; (b) on-site inspections by Harmony Homes personnel; and (c) follow-up calls or surveys after service completion. By using the HH Platform, the Customer expressly consents to such random inspections and follow-ups.
SERVICES5.1 The Services are offered both on a one-time basis and a subscription basis. The commercial terms for these services are determined by this Agreement and the specific commercial terms stated for each Service on the Website and HH App.
5.2 Harmony Homes determines the Booked Service Fee for each Booked Service in accordance with this Agreement and its internal policies. The Customer’s continued use of the HH App and Website shall be deemed as acceptance of these terms.
BOOKINGS6.1 The Customer confirms that they have booked the Booked Services online through the HH Platform by submitting a Booking Request in accordance with the procedures established by the HH Platform.
6.2 Harmony Homes reserves the right to accept or decline any Booking Request at its sole discretion, subject to the availability of Professionals and internal allocation processes.
6.3 Once a Booking Request is accepted, Harmony Homes will notify the Customer via SMS, push notification, or confirmation screen on the HH App/Website. If no Professional is available, Harmony Homes will notify the Customer in the same manner.
6.4 Upon acceptance of a Booking Request, the selected Professionals shall perform the Booked Services in accordance with the Booking Request and the terms of this Agreement.
6.5 Once the Booking Request is confirmed, the HH App or Website will provide:
1. the Customer with a booking confirmation containing details of the assigned Professional, including their contact number, profile picture, and other relevant details deemed appropriate by Harmony Homes.
2. the selected Professionals with the necessary Customer details to enable them to perform the Booked Services. Such information may include: (i) details of the Booked Service; (ii) Booked Service Location; (iii) Booked Service Duration; (iv) Scheduled Booking Time; (v) Customer’s mobile number and other identification details; (vi) Customer’s rating by other Professional for previous Services received by the Customer; (vii) Customer’s preference in terms of the relevant Service; (viii) notes, documents, and images from previous Services; and (ix) any other information that Harmony Homes reasonably would be of assistance to the relevant Professional in completing the Booked Service. By confirming the Booking Request, the Customer expressly consents to the disclosure of this information to the Professionals for the purpose of execution of the Services.
6.6 While each Professional shall make reasonable efforts to arrive on time, there may be unforeseen delays. If a Professional is delayed by more than 30 minutes past the Scheduled Booking Time, the Customer should contact Harmony Homes via in-App support or customer service email.
PAYMENT7.1 The Customer authorises Harmony Homes to charge the applicable Booked Service Fee, along with any applicable charges for the HH Platform and Product Fees for the Booked Services. The Booked Service Fee shall be calculated in accordance with Harmony Homes’ internal policies and applicable laws. If the Customer disagrees with the Booked Service Fee or any other charges, they may contact Harmony Homes. However, the continued use of the HH App and Services shall be deemed acceptance of the fee structure.
7.2 The Customer may provide optional tips to the Professionals either at the time of the Booking Request or after the completion of the Booked Services. All tips (excluding processing fees) shall be paid directly to the Professionals in accordance with Harmony Homes’ internal policies.
7.3 The Customer authorises the Payment Service Provider to automatically process their credit card for the following:
1. Booked Service Fee;
2. Product Fee (if applicable);
3. tips (if applicable); and
4. any applicable platform fees.
7.4 The Customer agrees that any processing fees charged by the Payment Service Provider shall be added to the Booked Service Fee or Product Fee.
7.5 Harmony Homes reserves the sole discretion to impose additional charges for the use of the HH App, viewing of posted Services, or any future Services it may offer. The Customer may be required to pay additional fees for the use of the HH Platform, which shall be communicated in advance.
7.6 The Customer acknowledges that Harmony Homes may offer different incentives to different Customers based on various parameters and conditions, which may change from time to time.
7.7 Harmony Homes reserves the right to change the rates and payment terms at any time without any prior notice to the Customers. Any such changes shall be communicated via the Website or HH App. If the Customer does not agree to the changes, they may contact Harmony Homes or choose to discontinue the Booked Services.
7.8 If the Customer is required to make a Settlement Payment to Harmony Homes for reasons including: (a) a breach of this Agreement; (b) a payment dispute; or (c) any other outstanding obligations, then Harmony Homes shall issue a Settlement Report detailing the amount due and the reasons for the payment. Any Settlement Report or determination by the Harmony Homes is, in the absence of manifest error, conclusive evidence of the matters to which it relates.
7.9 The Customer must pay the full amount within seven (7) days from the date of the Settlement Report. Failure to settle the amount stated in the Settlement Report within the prescribed timeframe may result in automatic deductions via the Payment Service Provider, legal action, or suspension of the Customer’s access to the HH Platform. Failure to settle the amount stated in the Settlement Report within the prescribed timeframe may result in automatic deductions via the Payment Service Provider, legal action, or suspension of the Customer’s access to the HH Platform.
REPRESENTATIONS AND WARRANTIES
8.1 Each Party represents and warrants that they have the legal capacity, authority, and power to perform their obligations under this Agreement. Entering into and performing obligations under this Agreement shall not breach:
1. any applicable law, regulation, rule, directive, or judicial/governmental order, whether interim, final, or otherwise; and
2. any contract or agreement to which they are a party.
8.2 Each Party shall immediately notify the other Party upon becoming aware of any circumstances that may affect the accuracy of their representations and warranties under this Section.
8.3 To the maximum extent permitted by law, any express or implied guarantees, warranties, representations, or other conditions not explicitly stated in this Agreement are excluded.
8.4 Without limiting the above, all services provided by Harmony Homes, including any associated technology, are offered “as is” and “as available”. To the maximum extent permitted by law, Harmony Homes makes no representation, warranty, or guarantee, whether express or implied, regarding:
1. the condition, suitability, quality, performance, accuracy, completeness, merchantability, or fitness for a particular purpose of the Booked Services or any HH App functionality; and
2. the compatibility of the HH App or any installed technology with the Customer’s Device.
8.5 While Harmony Homes strives for accuracy, it does not warrant that product descriptions, service listings, or any other content is entirely accurate, complete, reliable, current, or error-free.
8.6 The Customer confirms that:
1. they are a legally competent adult (at least 18 years old or the age of majority in their jurisdiction) and are of sound mind. They have the capacity to understand and enter into this Agreement and the Privacy Policy; and
2. they have read, understood, and obtained independent legal advice (if necessary) before agreeing to this Agreement and confirm their acceptance by proceeding with the Booking Request.
OBLIGATIONS OF HARMONY HOMESIn delivering the Booked Services, the Professionals engaged by Harmony Homes shall:
1. perform the Booked Services with reasonable care, diligence, and skill;
2. take all reasonable precautions to prevent loss and/or damage to the Customer’s property.
3. adhere to Industry Standards and complete the Booked Services to the best of their ability.
4. efficiently optimise the use of the Booked Service Duration to achieve the Customer’s expected results. If the allotted time is insufficient, the Professionals shall inform the Customer of the tasks that cannot be completed within the allotted time and advise on the additional time required to complete the Booked Services. If the relevant Professional has time the Customer may extend the Booked Service Duration. Any additional time would be charged in increments of 30 minutes, and at AED 40 hours per hour.
Unless the Customer elects otherwise at the time of the Booking Request, Harmony Homes shall not provide the necessary Products and Equipment required to complete the Booked Services.
OBLIGATIONS OF THE CUSTOMER10.1 The Customer must accurately estimate the Booked Service Duration for the Booked Services when making a Booking Request.
10.2 The Customer undertakes to comply with all applicable laws and cultural norms of the United Arab Emirates while engaging with Harmony Homes. The Customer shall act in a respectful and courteous manner and provide a safe and conducive environment for the Professionals to perform their services.
10.3 The Customer shall ensure that Professionals are able to perform the Booked Services in accordance with the Booking Request and are not hindered by any conditions within the Customer’s control.
10.4 The Customer shall:
1. take all reasonable steps to ensure their own safety and security, as well as that of the Professionals;
2. not engage in or facilitate any unlawful, immoral, or illegal activities; and
3. prevent any unauthorised use of the HH Platform, HH App, or Website.
10.5 Notwithstanding the generality of the foregoing, the Customer agrees to:
1. provide a safe working environment free from hazardous conditions, including exposure to toxic substances, biohazards, or unsafe premises;
2. disclose any known risks on the premises that may affect the Professional’s safety before service begins (e.g., pets, broken flooring, exposed wiring, infectious diseases); and
3. ensure that all necessary utilities (water, electricity, ventilation, etc.) are available during the Booked Service Duration.
10.6 The Customer shall ensure that all cleaning products and equipment are readily available to the Professionals at the start of the Booked Services, unless otherwise agreed in the Booking Request. If the Customer provides their own products and equipment, they must ensure that:
1. the products are safe and properly labelled;
2. instructions for use are clearly communicated to the Professional; and
3. the Customer assumes all liability for any adverse effects caused by Customer-provided chemicals.
10.7 The Customer must inform Harmony Homes in advance of any known allergies or medical conditions that could be affected by cleaning products, fragrances, or dust exposure. Harmony Homes will make reasonable efforts to accommodate special requests, but does not guarantee that all allergens can be eliminated.
10.8 The Customer must:
1. ensure that Professionals have clear and unobstructed access to the areas requiring service;
2. remove any dangerous objects (e.g., sharp tools, heavy furniture, unsecured rugs) that may pose a risk to the Professional; and
3. secure pets in a separate area to prevent accidental bites, scratches, or interruptions.
10.10 Harmony Homes and its Professionals shall not be liable for injuries caused by:
1. unsafe conditions at the Customer’s premises;
2. the Customer’s failure to disclose hazardous conditions; and
3. incidents involving non-standard cleaning tasks requested outside of industry safety guidelines.
10.11 The Customer is solely responsible for securing and safely storing all valuables (including but not limited to jewellery, money, watches, and other personal items). Neither Harmony Homes nor the Professionals shall be liable for any loss or damage to valuables that were not properly locked or stored.
10.12 The Customer must inform the Professionals if any object is valuable or requires specific cleaning instructions. The Professionals may, at their discretion, decline to clean delicate or damaged objects that require special procedures.
10.13 The Customer shall:
1. remove all breakable items from surfaces before the Booked Services begin; and
2. include any special cleaning instructions in the Booking Request. If the Customer fails to provide such instructions, Harmony Homes and its Professionals shall not be liable for any damage to such objects.
10.14 The Customer shall not:
1. bypass the HH Platform by engaging in direct or indirect transactions with Professionals for future or additional services outside of Harmony Homes’ system;
2. offer employment, contractual work, or any form of compensation to a Professional outside of services booked through Harmony Homes; or
3. encourage or induce any Professional to terminate their association with Harmony Homes. The restriction in this Clause 10.13 shall be applicable for a period of twelve (12) months from the date of last Booked Services. The breach of this provision will result in immediate of access to the HH Platform, and imposition of a penalty fee equivalent to six (6) months of the Professional’s average monthly earnings with Harmony Homes, as compensation for lost business. Such penalty would be automatically deducted by the Payment Service Provider (upon the instructions of Harmony Homes) from the credit card or any other payment method authorised by the Customer, and the Customer hereby authorises the Payment Service Provider to take instructions from Harmony Homes for deduction of any such penalty fees.
10.15 The Customer must immediately inform Harmony Homes if any Professional attempts to solicit business from them directly. Harmony Homes may conduct random audits or customer interviews to ensure compliance with this Clause 10.14.
10.16 Harmony Homes strictly prohibits discrimination against Professionals based on race, religion, caste, nationality, disability, sexual orientation, gender identity, sex, marital status, age, or any other characteristic protected under applicable law. Discriminatory actions, including refusing service based on any of these factors, may result in immediate loss of access to the HH Platform; and ineligibility for any refunds or compensation for unperformed services due to the Customer’s discriminatory actions.
10.17 Harmony Homes and its Professionals may refuse or discontinue service if:
1. the working environment is unsafe, unhygienic, or poses health hazards;
2. the Customer fails to comply with health & safety requirements; and
3. there is abusive, discriminatory, or threatening behaviour towards the Professional.
If service is refused for any of the above reasons, the Customer may be charged a Cancellation Fee, and future bookings may be restricted.
CONFIDENTIALITYThe Customers agrees to keep all Confidential Information confidential and not to use, disclose or sell it to anyone, save to the extent permitted by this Clause 11, and to ensure that all Confidential Information is protected with security measures and a degree of care that would apply to its own confidential information.. The Customer shall not copy, download, or extract any Confidential Information from the HH Platform without Harmony Homes’ prior written consent.
Upon termination of this Agreement, the Customer shall return or destroy the Confidential, unless retention is required under applicable law.
Notwithstanding any other provision of this Agreement, the Customer acknowledges that Harmony Homes may disclose Customer-related information to:
1. affiliates, representatives, and branch offices in any jurisdiction (the “Permitted Parties”);
2. professional advisers and service providers who are bound by confidentiality obligations;
3. any assignee, novatee, or transferee related to Harmony Homes’ rights or obligations;
4. any rating agency, insurer or insurance broker of, or direct or indirect provider of credit protection to, any Permitted Party; and
5. any regulatory, supervisory, governmental, or judicial authorities with jurisdiction over any Permitted Parties.
INFORMATIONAL REQUESTSThe Customer agrees to comply with Harmony Homes’s reasonable informational requests from time to time in connection with the HH Platform, including providing information to be used by Harmony Homes (or our service providers) to perform background checks, credit checks, evaluations of reputation and character and other assessments, and to confirm status of the Booked Service or the Professionals, if Harmony Homes has connected the Customer with a Professional. The Customer agrees to immediately notify Harmony Homes if any information it has provided to Harmony Homes, or any relevant information
about the Customer, has changed among other relevant information.
PRIVACY POLICYHarmony Homes stores and processes personal data in accordance with its Privacy Policy, applicable laws, and this Agreement for the following purposes:
1. facilitating the Customer’s use of the Booked Services, including addressing technical issues with the HH App and enabling communication between the Customer and Professionals;
2. providing Industry Standard service to the Customers;
3. managing the Booking Requests for the Booked Services through the HH App;
4. disclosing information to relevant authorities, government, or regulatory bodies when required;
5. processing data for lawful purposes, as permitted by applicable law; and
6. carrying out additional activities described in further detail in the Privacy Policy.
The Customer acknowledges that their continued use of the HH Platform constitutes acceptance of the Privacy Policy and the collection, use, and disclosure of personal data as described therein.
CUSTOMER DISPUTESThe Customer shall notify Harmony Homes in the event of any damage caused by a Professional as soon as practicable, but in any case, no later than twenty-four (24) hours following the completion of the Booked Services.
To submit a dispute, the Customer must:
1. provide written notification to Harmony Homes in the form of a Customer Dispute through the Website; and
2. include all relevant information as specified on the Website to support the claim.
Failure to report a dispute within the stipulated time frame or providing all the relevant required may result in the claim being deemed invalid.
CHANGES, CANCELLATIONS, AND REFUNDSThe Customer may cancel or amend a Booking Request through the Website free of charge, provided it is done at least twenty-four (24) hours before the Scheduled Booking Time.
In case of cancellation or amendment of a Booking Request the Customer within the twenty-four (24) hours preceding the Scheduled Booking Time, the Customer shall be charged a Cancellation Fee. The Customer acknowledges and agrees that Harmony Homes will instruct the Payment Service Provider to deduct the Cancellation Fee from the Customer’s credit card in case of cancellation within twenty-four (24) hours prior to the Scheduled Booking Time.
Upon receiving a cancellation or amendment request, Harmony Homes shall notify the Professional as soon as practicable.
If a Professional is unable to perform the Booked Services after a Booking Confirmation has been received, the Customer shall be entitled, at their discretion, to either a credit from the relevant Selected Service Provider; or a refund of the amount paid (excluding any processing fees). Refunds may take up to thirty (30) business days to process, subject to the policies of the financial institutions involved. Refunds shall be made to the same payment method used by the Customer.
EMERGENCY SITUATIONS
1. Medical EmergenciesIn case of a medical emergency at the Customer’s premises while a Professional is performing the Booked Services, the Professional may, at their discretion, contact emergency services. However, Harmony Homes and its Professionals shall not be responsible for providing medical assistance nor do they have any obligation to provide contact emergency services.
  In the event that the Professional is injured during the provision of services at the Customer’s premises, the Customer must immediately notify Harmony Homes, but shall be liable for any medical treatment or expenses related to such injury if the same is caused due to the breach of the Agreement, negligence or misconduct of the Customers.
2. Fire, Flood, or Other HazardsIf a hazardous situation arises (e.g., fire, flooding, structural collapse) during the Booked Services, the Professional may immediately cease work and vacate the Booked Service Locations and surrounding vicinity for safety reasons.
  The Customer shall ensure that the premises at the Booked Service Location are safe before service begins and must notify Harmony Homes of any potential hazards in advance.
  Harmony Homes shall not be liable for service delays, cancellations, or damages resulting from emergency evacuations or hazardous conditions at the Booked Service Location and the surrounding vicinity.
3. Security & Property Access IssuesIf the Customer fails to provide timely and safe access to the Booked Service Location (including the premises and surrounding vicinity) (e.g., locked doors, security gate issues), Harmony Homes reserves the right to cancel the Booked Service and charge a Cancellation Fee.
  If a Professional feels unsafe due to threatening behavior, harassment, or dangerous conditions, they may leave the premises, and the Customer shall not be entitled to a refund, credit or any other kind of compensation.
LIMITATION OF LIABILITYNeither Harmony Homes nor the Professionals shall have any liability for any damages, costs, fees or any other amounts under this Agreement or in relation to any Booked Service unless such damages, costs, fees or any other amounts have resulted directly from gross negligence or fraud of the Harmony Homes, and in any event Harmony Homes would only be liable for direct and actual damage suffered by the Customer from their gross negligence or wilful default and after the amount has been judicially determined by a competent court in accordance with the terms of this Agreement.
Notwithstanding any other provision of this Agreement, Harmony Homes shall not be liable (whether from breach of contract, tort (including negligence), breach of statutory duty or otherwise) for (a) any indirect or consequential loss or damages; or (b) theft, loss of profits, revenue, goodwill, anticipated savings, business or opportunity, or loss or corruption of data, even if advised of the possibility of such damages.
The Customer agrees that it is solely liable for (a) any accidents, incidents and issues attributable to the condition of the premises where the Booked Services are sought; and (b) breach of any law. Harmony Homes will not be liable for any such accidents, incidents, issues, breaches, costs and expenses. Each Customer should exercise caution and common sense to protect its personal safety and property, just as a reasonable person would when interacting with any person such person does not know.
Harmony Homes has the right to apply penalties to its Professionals in the case of damage to the premises or the interior of the premises in order to protect the community. However, Harmony Homes is neither responsible nor liable for the Customers belongings, premises or the interior of the premises, and ensuring safety, security and protect the condition of the same during the performance of the Booked Service is solely the responsibility of the Customer. Harmony Homes is not responsible for the premises during the process of entering into the premises or leaving the premises. Neither Professionals nor Harmony Homes are responsible for any damage(s) caused during the Booked Service.
CUSTOMER’S ASSUMPTION OF RISKThe Customer acknowledges that cleaning and home services involve inherent risks, including potential damage to furniture, flooring, or delicate materials. Harmony Homes shall not be responsible for damage caused by pre-existing conditions, wear and tear, or improper maintenance of household items.
If the Customer requests a Professional to use Customer-provided cleaning products or equipment, the Customer assumes all risks associated with their use. Harmony Homes is not liable for damages, allergic reactions, or adverse effects caused by any products and equipment (including Product and Equipment supplied by Harmony Homes).
HIGH-RISK & SPECIALTY CLEANING WAIVERIf the Booked Services involve high-risk tasks (e.g., cleaning high windows, handling fragile objects, moving heavy furniture), Harmony Homes reserves the right to refuse service or require the Customer to sign a separate liability waiver.
Harmony Homes shall not be responsible for damages resulting from Customer requests that exceed standard safety procedures.
VALUABLES AND PERSONAL ITEMSThe Customer is responsible for securing all valuables (e.g., cash, jewellery, electronics) before service begins. Harmony Homes and its Professionals shall not be liable for loss or damage to unsecured valuables unless proven to be the result of theft or intentional misconduct by the Professional. In the event of a suspected theft, the Customer must file a police report and notify Harmony Homes within 24 hours for an internal investigation.
INDEMNIFICATIONThe Customer agrees to indemnify and hold harmless Harmony Homes, including its directors, officers, employees, agents, and representatives, against any and all claims, suits, liabilities, damages, losses, costs, and expenses (including legal fees) arising out of or related to Harmony Homes’ provision of services to the Customer, including but not limited to:
1. breach of any term of this Agreement by the Customer.
2. breach of any law by the Customer.
3. misrepresentation, fraudulent conduct, or negligent actions committed by the Customer while engaging Booked Services.
4. personal injury (including illness or death) or property damage suffered by a Professional or any third party due to the Customer’s actions (including harassment or misconduct).
5. claims brought by a Professional or third party related to the Customer’s use of the HH Platform, except in cases of gross negligence or willful misconduct by Harmony Homes.
FORCE MAJEURE CLAUSEHarmony Homes shall not be held liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to:
1. natural disasters (earthquakes, floods, hurricanes);
2. power outages or internet disruptions;
3. government restrictions, lockdowns, or emergency evacuations;
4. strikes, riots, or acts of terrorism.
In such cases, affected bookings may be rescheduled or cancelled without penalty to either party.
INTELLECTUAL PROPERTY RIGHTSAll Intellectual Property Rights in the Services provided by Harmony Homes, including any Confidential Information disclosed or made available by Harmony Homes (“HH IP”), shall remain the exclusive property of Harmony Homes and/or its third-party licensors. Except as expressly stated in this Agreement, the Customer shall have no rights, title, or interest in or related to the HH IP. All rights not expressly granted to the Customer are reserved by Harmony Homes.
The Customer shall not:
1. copy, reproduce, modify, or create derivative works based on any HH IP;
2. reverse engineer, decompile, or attempt to access the source code of any software in the HH Platform, except where expressly permitted under UAE law.
3. tamper with, disable, or attempt to bypass any security measures in the HH Platform.
4. use any HH IP in a manner that infringes or misappropriates third-party intellectual property or moral rights.
5. distribute, disclose, or allow unauthorised third-party access to any HH IP through any network, service bureau, or time-sharing service.
6. merge, combine, or integrate HH IP with any third-party technology without Harmony Homes’ prior written consent.
7. remove, alter, or obscure any proprietary notices contained in the HH IP.
Subject to the terms of this Agreement, HH grants the Customer a limited, revocable non-exclusive, personal, non- transferable license (without the right to sub-license) to use and access the HH services solely for the purpose of availing of Professional Services (including for facilitating the communication, and collection of Total Booked Fee).
The Customer is solely responsible for any notes, messages, e-mails, billboard postings, photos, drawings, profiles, opinions, ideas, images, videos, audio files or other materials or information posted or transmitted through the HH Platform by or on behalf of the Customer (“Customer Content”). The Customer must ensure that such Customer Content complies with all Applicable Laws and is not defamatory, grossly harmful, blasphemous, paedophilic, invasive of another’s privacy, ethnically objectionable, disparaging, relating to or encouraging money laundering, libelous, hateful, racist, violent, obscene, pornographic, unlawful, or otherwise offensive and does not infringe any third party’s rights (including intellectual property rights).
The Customer grants Harmony Homes an exclusive, non-revocable, royalty-free right to use, store, display, and process the Customer Content on the HH Platform, except that the Customer retains the right to use their content on personal social media accounts.
TERMINATIONHarmony Homs may terminate this Agreement with immediate effect upon notice to the Customer: (a) if it is deemed necessary to comply with any law; (b) to protect Harmony Homes interests in the event the Customer engages in inappropriate acts/omissions; (c) if the Customer has committed a breach of this Agreement; or (d) for convenience.
Upon termination of this Agreement for any reason: (a) the Customer’s rights to use services offered by Harmony Homes will cease immediately, the registration with Harmony Homes and the Account of the Customer will cease to apply, and Harmony Homes may block the Customer’s access to the HH App; (b) the Customer must pay to Harmony Homes all amounts due and owing to UC at the date of termination, owed prior to the date of termination and hereby authorised the Selected Payment Provider to deduct such account from its credit card or other authorised payment method upon instructions of Harmony Homes; (c) the Parties must cease acting in a manner that would imply a continuing relationship between the Parties and all activities contemplated under this Agreement.
Clauses 7.8, 11, 12, 13, 16, 17, 18, 19, 20 and 21 will survive termination of this Agreement together with any other terms of this Agreement which by their nature do so.
Termination of this Agreement will not prejudice any rights of the Parties that may have accrued prior to such termination.
GENERAL PROVISIONS
1. CurrencyAll amounts payable under this Agreement shall be expressed and paid in United Arab Emirates Dirhams (AED), the legal currency of the United Arab Emirates (UAE).
2. WaiversAny waiver of default, breach, or non-compliance under this Agreement shall be valid only if in writing and signed (either manually or electronically) by the Party granting the waiver.
3. SeverabilityIf any provision or part of a provision of this Agreement is found to be invalid or unenforceable by a court of competent jurisdiction, such invalidity or unenforceability shall not affect the validity or enforceability of the remaining provisions of this Agreement, which shall remain in full force and effect.
  If any provision is deemed void or unenforceable, the Parties shall negotiate in good faith to replace it with a mutually acceptable provision that closely reflects the original commercial intent while remaining legally enforceable.
4. NoticesAny notice required or permitted under this Agreement shall be in writing and shall be deemed received if sent by electronic transmission through the following means to:
  1. Harmony Homes: by email to hello@harmonyhomes.ae; and
  2. the Customer: by email, SMS or cross platform messaging to the email address or mobile number (as relevant) provided in the Customer’s Account or through In-App notifications.
5. AmendmentsWe reserve the right, at our sole and absolute discretion, to change, modify, add to, supplement or delete any of the terms and conditions of this Agreement and/or the Privacy Policy or other applicable policies/ terms being issued by Harmony Homes, whether overall or specific to a service or a benefit at any time, effective with or without prior notice. If any future changes to this Agreement are unacceptable to you or cause you to no longer be in compliance with this Agreement, you must terminate, and immediately stop using, the HH Platform. Your continued use of the HH Platform following any revision to this Agreement constitutes your complete and irrevocable acceptance of any and all such changes.
6. Entire AgreementThis Agreement constitutes the entire agreement between the Parties concerning its subject matter and supersedes all prior agreements, understandings, negotiations, and discussions, whether oral or written.
  No promise, duty, obligation, representation, or warranty shall be deemed to exist except as explicitly stated in this Agreement. No Party shall have any remedy regarding any untrue statement made prior to the execution of this Agreement, unless such statement is expressly included in this Agreement.
GOVERNING LAW AND JURISDICTION
1. Governing LawThe Agreement and all the contractual obligations hereunder shall be governed by the laws of Dubai International Financial Centre (DIFC), and the applicable federal laws of the United Arab Emirates.
2. Exclusive JurisdictionThe courts of the Dubai International Financial Centre (DIFC) shall have exclusive jurisdiction over any claim or dispute arising from or relating to this Agreement.
  If neither the claim nor any counterclaim exceeds AED 100,000 (Arab Emirates Dirhams One