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Terms & Conditions

This policy applies to the LAFFIT app and website.

1. About these terms

These terms govern every booking made through the LAFFIT app. By creating an account or confirming a booking you accept them. LAFFIT provides home cleaning services in the Sultanate of Oman, within the service areas shown in the app.

2. Your account

  • You need an Omani mobile number, verified by a one-time code, to use the app. One account per number.
  • You must be 18 or older and give accurate details.
  • You are responsible for activity on your account. Tell us at once if you think someone else has used it.

3. Bookings

  • A booking is confirmed only once it has been paid in full — by card, with your hours credit, or from a monthly package. Nothing is reserved for an unpaid booking.
  • While you pay by card, your chosen time is held for 15 minutes. If payment is not completed in that time, the time is released.
  • Bookings must be made at least 2 hours in advance, within our service areas and working hours.
  • We assign the cleaners for each booking. We do not offer the choice of a particular cleaner, and cleaners' personal details are not shared.
  • Prices shown include VAT at 5%. A discount from an offer or a coupon is applied before VAT. Offers and coupons cannot be combined unless the coupon says so; where both apply, the larger discount is used.

4. Paying with hours credit

  • A booking uses hours credit equal to the number of cleaners multiplied by the number of hours (for example, 2 cleaners for 4 hours uses 8 hours).
  • Hours closest to expiry are used first. Your balance is shown in whole hours.
  • Credit has an expiry date, shown in the app for every batch of hours. Expired hours cannot be used, restored or refunded.
  • Credit is personal to your account. It cannot be transferred, sold or exchanged for cash.

5. Monthly packages

  • A monthly package gives a set number of visits of a fixed size (cleaners and hours) over its period.
  • When you buy a package you choose your weekly days and start time, and the visits are booked for you. If your chosen time is already taken on a particular date, we book the nearest available time that day; any visit we cannot place stays on your package for you to book yourself.
  • Visits must be used within the package period. Unused visits expire at the end of the period and are not carried over or refunded.

6. Cancelling and rescheduling

  • Cancel more than 24 hours before the start time and the cancellation is free.
  • Cancel within 24 hours of the start and a late-cancellation fee of 25% applies; the remaining 75% is returned as described in the Refund Policy.
  • A monthly package visit cancelled within 24 hours of its start counts as used.
  • A booking cannot be cancelled once the visit has started.
  • You may reschedule a booking 1 time(s) free of charge, up to 24 hours before it starts, to any available time.
  • We may cancel or move a booking if we cannot serve it safely or on time. If we cancel, you receive a full refund as set out in the Refund Policy.

7. On the day

  • Please make sure someone is at home to let the cleaners in, or arrange access in advance, and that water and electricity are available.
  • If the cleaners cannot get in, or are kept waiting more than 30 minutes after the start time, the visit counts as delivered and is not refunded.
  • Cleaning supplies and equipment are included. Please tell us in the booking notes about pets, fragile items or areas to avoid.
  • Please put away cash, jewellery, documents and other valuables before the visit.
  • Cleaners may decline tasks that are unsafe, outside the booked service, or that require working at height without proper access.

8. Quality and complaints

If something was missed, tell us within 24 hours of the visit through the Contact page, with photos where possible. Where the complaint is confirmed, we will, at our choice, send a team to put it right or add hours credit to your account.

9. Damage and liability

  • Report any damage within 24 hours of the visit, with photos. We will investigate every report fairly.
  • Where we are responsible, our liability for any one booking is limited to the amount paid for that booking, except where Omani law does not allow this limit.
  • We are not responsible for normal wear, items that were already damaged or unstable, or loss of valuables that were not put away.

10. Our cleaners

Our cleaners are engaged by LAFFIT. You agree not to hire or engage a LAFFIT cleaner directly, outside the app, during your use of the service and for 12 months afterwards.

11. Reviews

Reviews rate the service, not individual people. We may hide reviews that are abusive, unrelated to the visit, or contain personal information.

12. Changes

We may update these terms. The updated version applies to bookings made after it is published in the app.

13. Law

These terms are governed by the laws of the Sultanate of Oman, and the courts of Muscat have jurisdiction. If the English and Arabic versions differ, the Arabic version applies.

14. Contact

Email hello@laffit.om, call or WhatsApp +968 9960 7315, or use the Contact page in the app.