TERMS AND CONDITIONS
Last Updated: August 10, 2026
1. Acceptance of Terms
These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and MELLS ("MELLS," "the Company," "We," "Us," or "Our") governing your access to and use of the website www.mells.ae and the booking of any service offered by MELLS. By accessing the website or booking a service, you affirm that you have read, understood, and agree to be bound by these Terms.
2. Scope of Services
MELLS provides home care and technical services to villas, apartments, and offices located in Dubai, United Arab Emirates, comprising deep cleaning, air conditioning services, technical and MEP works, painting, marble and tile restoration, and fit out and renovation works. Services are performed by MELLS's own trained personnel and, where expressly indicated, by third party partners duly licensed by the competent UAE authorities.
3. Booking and Property Access
3.1 Bookings may be made through the MELLS website, WhatsApp Business channel, or telephone.
3.2 The Client shall provide accurate and complete information regarding the property, including any building permits, gate passes, or community access authorisations required to enable MELLS's personnel to perform the booked service.
3.3 The Client shall ensure a representative is available to grant access at the scheduled appointment time. Where access cannot be reasonably secured, MELLS reserves the right to treat the booking as cancelled, and the cancellation charges set out in the Refund and Cancellation Policy shall apply.
3.4 The Client shall ensure reasonable access to water and electricity supply where required for the performance of the service.
4. Pricing and Payment
4.1 Quoted prices are based on the property size, service scope, and condition as represented by the Client at the time of booking. Where the on site condition materially differs from the information provided, MELLS shall notify the Client and obtain agreement before proceeding with any variation in price.
4.2 All prices are exclusive of Value Added Tax (VAT) unless expressly stated otherwise, in accordance with UAE Federal Decree Law No. 8 of 2017 on Value Added Tax.
4.3 Payment is due in full at the time of booking, or upon completion of service, as specified at the time of booking confirmation.
4.4 Payments are processed through a PCI DSS compliant third party payment service provider. MELLS does not store complete payment card details.
5. Rescheduling and Cancellation
5.1 The Client may reschedule or cancel a confirmed booking by providing notice to MELLS as set out in the Refund and Cancellation Policy.
5.2 Cancellations made with less than eighteen (18) hours' notice, or cancellations made after MELLS's personnel have been dispatched to the property, may incur the cancellation charges set out in the Refund and Cancellation Policy.
6. Quality and Complaints
6.1 MELLS undertakes that all personnel are trained, vetted, and held to a consistent standard of workmanship across all service categories.
6.2 Should the Client be dissatisfied with a completed service, the Client shall notify MELLS within twenty four (24) hours of completion. MELLS shall investigate the matter and, where appropriate, arrange a remedial visit at no additional cost.
6.3 Complaints raised beyond the twenty four (24) hour period may still be reviewed at MELLS's discretion, though MELLS's ability to verify on site conditions may be limited.
7. Limitation of Liability
7.1 MELLS shall exercise reasonable skill and care in the performance of all services. In the event of accidental damage arising from the negligence of MELLS's personnel, the Client shall report such damage within twenty four (24) hours to enable prompt investigation.
7.2 MELLS shall not be liable for existing defects, ordinary wear and tear, or damage arising from inaccurate or incomplete information supplied by the Client.
7.3 MELLS's aggregate liability arising from any claim shall be limited to the value of the specific service giving rise to such claim.
7.4 Nothing in these Terms shall exclude or limit MELLS's liability where such exclusion or limitation is not permitted under UAE law.
8. Client Obligations
The Client undertakes to:
(a) provide accurate and complete information regarding the property and requested services; (b) ensure safe working conditions for MELLS's personnel; (c) disclose any known hazards on the property prior to the scheduled appointment; and (d) obtain any permits or approvals required for the performance of the service.
9. Force Majeure
MELLS shall not be liable for any delay or failure in performance resulting from circumstances beyond its reasonable control, including but not limited to acts of God, governmental action, or disruption to utilities or access.
10. Intellectual Property
All content published on the MELLS website, including text, imagery, and brand elements, constitutes the intellectual property of MELLS and may not be reproduced, distributed, or used for commercial purposes without MELLS's prior written consent.
11. Governing Law and Jurisdiction
These Terms shall be governed by, and construed in accordance with, the laws of the United Arab Emirates. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts of Dubai.
12. Contact Us
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