Legal
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
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
