Refund and Cancellation Policy

Last updated 10 August 2026

REFUND AND CANCELLATION POLICY

Last Updated: August 10, 2026

1. Scope

This Refund and Cancellation Policy governs all payments, cancellations, rescheduling, and refund claims relating to services booked through MELLS, in conjunction with MELLS's Terms and Conditions.

2. Payment Confirmation

Payment is required in full at the time of booking or upon completion of service, as agreed at the point of booking. A confirmation shall be issued to the Client via email or WhatsApp upon successful processing of payment.

3. Cancellation Charges

As confirmed bookings require advance scheduling and allocation of personnel, cancellations made close to the scheduled appointment may be subject to a cancellation charge, as follows:

Notice Provided	Applicable Charge
More than eighteen (18) hours prior to the scheduled appointment	No charge
Less than eighteen (18) hours prior to the scheduled appointment	Cancellation charge applies, as confirmed at booking
On site cancellation, following dispatch of MELLS personnel	Full cancellation charge applies

Where a refund is payable, any applicable cancellation charge shall be deducted prior to disbursement of the remaining balance.

4. Refund Eligibility

4.1 Where a service is not completed due to a fault attributable to MELLS, including a missed appointment or incomplete service delivery, the Client shall be entitled, at their election, to a full refund or a complimentary remedial service.

4.2 Where the Client is dissatisfied with the quality of a completed service, the Client must notify MELLS within twenty four (24) hours of completion. Following investigation, MELLS shall determine, at its reasonable discretion, whether a remedial service or partial refund is appropriate.

4.3 Refunds shall not be issued in respect of services that have been satisfactorily completed, on grounds of the Client's subsequent change of preference.

5. Refund Process

Approved refunds shall be credited to the Client's original method of payment within five (5) to fifteen (15) business days, subject to the processing timelines of the relevant financial institution.

6. Property Damage or Missing Items

Any concern regarding property damage or missing items following a MELLS service visit must be reported within twenty four (24) hours of service completion to enable prompt and effective investigation.

7. Contact Us

For refund requests or service complaints, please contact:

MELLS Email: info@mells.ae Telephone: +971 58 656 3001

Contact

For any question about this policy, contact MELLS at info@mells.ae or +971 58 656 3001.

THE MELLS BUILDING CLEANING SERVICES L.L.C