OLA MOP – Terms and Conditions

By creating an account, booking a service, or using OLA MOP, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree, you must discontinue use of the platform.

• Users must register using a valid mobile number.
• Account verification is completed via SMS.
• You are responsible for all activities under your account.

• OLA MOP acts as a digital marketplace connecting customers with home and cleaning service providers.
• Services may include cleaning and other household services.
• OLA MOP does not guarantee service execution unless explicitly stated.

• Bookings are subject to availability.
• Accurate service location details must be provided.
• Incorrect information may result in service cancellation.

• Provide safe access to the service location.
• Disclose any risks or special requirements.
• Respect service providers.

• Deliver services professionally.
• Comply with scheduled timings.
• Use appropriate and safe equipment.

• Prices are displayed before booking confirmation.
• Payments are processed electronically.
• Payments are non-refundable except in case of verified technical errors.

• Cancellations are subject to the cancellation policy shown in the app.
• Cancellation fees may apply.

• Illegal or abusive use of the platform.
• Harassment or misuse of service providers.
• System interference or abuse.

OLA MOP is provided "as is" and "as available".

OLA MOP is not liable for indirect, incidental, or consequential damages.

OLA MOP reserves the right to suspend or terminate accounts violating these Terms.

• User data is collected solely to operate the service.
• Account and data deletion can be requested from within the app.

OLA MOP may update these Terms at any time. Continued use implies acceptance.

These Terms are governed by the laws of the United Arab Emirates, under the jurisdiction of Dubai Courts.

Our cleaning professionals are engaged exclusively to perform the agreed-upon cleaning services as outlined at the time of booking. The following provides clarity on what is and is not included within a standard engagement.

Included services (standard):

• Dusting of accessible surfaces and fixtures
• Vacuuming of carpeted areas and upholstered furniture
• Mopping of hard floors
• Cleaning of bathrooms, kitchens, and common areas as agreed

Excluded services (unless separately arranged and agreed in writing):

• Child minding, pet care, or personal errands
• Cooking, meal preparation, or grocery handling
• Handling, sorting, or disposal of hazardous waste or biohazardous materials
• Any task not explicitly listed in the original booking confirmation

To ensure the efficient delivery of our services, clients are required to:

• Provide unobstructed access to all areas of the property included in the booking scope
• Ensure that essential utilities — including running water and electricity — are available and operational throughout the duration of the service
• Notify our team in advance of any access restrictions, alarm codes, or special entry requirements

Failure to provide adequate access may result in cancellation fees as outlined in Section 18.

Unless otherwise agreed in writing prior to the commencement of service:

• Our company will supply all standard cleaning materials, solutions, and professional-grade equipment necessary to complete the booking
• Clients who prefer the use of specific products (e.g., eco-friendly or allergen-free solutions) must notify us at the time of booking and may be responsible for providing those items
• Clients must not request our professionals to use cleaning agents that are unlabeled, expired, or considered hazardous

We understand that schedules change. To avoid disruption to our operations and team, we ask that clients observe the following cancellation notice requirements:

• Standard cancellations require a minimum of 24 to 48 hours' notice prior to the scheduled service time
• Cancellations made within the required notice period will be processed without penalty
• Clients may reschedule a booking subject to availability, provided adequate notice is given

Please refer to Section 19 for fees applicable to late cancellations or lockout situations.

The following fees may be applied in circumstances where a booking is disrupted or cancelled without adequate notice:

• Late cancellation fee: Applicable when cancellation notice is received within the required window; fee may range from a flat administrative rate up to 50% of the total booking cost
• Lockout fee: Applicable where our professional arrives at the property and is unable to gain entry; fee is charged at the same rate as a late cancellation
• All applicable fees will be communicated transparently and charged to the payment method on file

To maintain service quality and operational efficiency, all bookings are subject to a minimum duration requirement:

• Standard minimum booking: 1 hour per visit
• Certain service types or property sizes may require a minimum of 3 hours, as communicated at the time of quotation
• Bookings will be charged for the agreed minimum duration regardless of early completion

Our professionals exercise the utmost care when working within client properties. In the event of accidental damage:

• Clients must report any breakages or suspected loss within 24 hours of service completion
• Our liability for accidental damage is limited to the lesser of the cost of repair or replacement, or the total cost of the service provided
• We do not accept liability for pre-existing damage, fragile items not disclosed prior to service, or damage arising from improper storage of client property

We strongly recommend that clients arrange appropriate household or contents insurance to cover high-value items.

Prior to the commencement of any service, clients are strongly advised to:

• Secure or remove high-value items including, but not limited to, cash, jewelry, watches, artwork, and personal documents
• Store irreplaceable or sentimental items in a secure location not accessible to cleaning staff
• Notify our team of any items that require special handling or must not be moved

Our company and its professionals cannot be held responsible for loss or damage to unsecured valuables left in accessible areas during a service visit.

The presence of other contractors or tradespeople on-site during a scheduled cleaning visit may materially impact the quality of service we are able to deliver.

• Our company shall not be held liable for any reduction in service quality arising from the simultaneous presence of third-party contractors (e.g., plumbers, painters, electricians, or builders)
• Clients are advised to schedule cleaning services at times when the property is free from other trade activity
• Should third-party activity create an unsafe or impractical working environment, our professionals reserve the right to suspend or reschedule the service

The health and safety of our professionals is a priority. Clients are responsible for ensuring that the property presents a safe working environment, which includes:

• Securing or restraining aggressive, excitable, or unpredictable pets prior to and during the service
• Disclosing known hazards such as faulty electrical outlets, structural instability, water damage, infestations, or chemical contamination
• Ensuring that the property is free from conditions that could compromise the safety or wellbeing of our team

Our professionals are not required to work in environments they reasonably consider to be unsafe.

Our professionals are entitled to exercise professional judgment in all service situations. Our company reserves the right to:

• Refuse to commence or continue a service if, upon arrival, the property condition is found to be materially worse than represented at the time of booking
• Withdraw from a service at any point if a professional reasonably believes that their personal safety or wellbeing is at risk
• Decline future bookings from clients whose conduct or property conditions have previously endangered our staff

In such circumstances, a partial fee may be charged to reflect time and travel costs incurred. Clients will be notified promptly and offered the opportunity to rebook under revised terms where appropriate.