✕Legal

Terms & Conditions

1. About Twin Wash

Twin Wash provides professional mobile car washing and detailing services at clients' properties in Arabian Ranches 3, Dubai. Services are performed by trained Twin Wash staff using professional-grade equipment.

2. Bookings & Scheduling

All bookings are confirmed via WhatsApp. A booking is only confirmed once you receive a written confirmation message from Twin Wash. We reserve the right to decline or reschedule any booking.

3. Vehicle Access & Client Obligations

It is the client's responsibility to ensure:

• The vehicle is accessible and unlocked (where interior service is required) at the agreed time.
• Reasonable access to an outdoor water supply is available, unless a prior arrangement has been made.
• Any pets, children, or obstructions are cleared from the work area before arrival.
• All windows and sunroofs are fully closed before the wash begins.
• Any special instructions regarding the vehicle (ceramic coating, wrap, modified parts) are communicated in advance.

4. Vehicle Not Present / No-Show Policy

If your vehicle is not accessible at the agreed time and location:

• Our team will wait a maximum of 10 minutes after the scheduled arrival time.
• If access is not possible, the visit will be marked as a no-show and the session will be forfeited — it will not be carried forward or refunded.
• Subscription clients receive one courtesy no-show per calendar month. A second no-show in the same month results in that session being lost.
• To avoid a no-show, notify us at least 2 hours before your scheduled visit via WhatsApp.

5. Pre-Existing Vehicle Condition

Twin Wash photographs the vehicle before every wash. These photos are time-stamped and retained for 90 days. Any existing scratches, dents, paint chips, rust, or damage noted in these photos are pre-existing and Twin Wash accepts no liability for them. By proceeding with a wash, the client acknowledges the pre-wash photographic record as accurate.

Clients are encouraged to inspect their vehicle with the team before the wash begins and raise any concerns at that time.

6. Damage Claims

We take great care with every vehicle. In the rare event you believe we caused damage, the following process and limits apply:

• You must report it via WhatsApp within 12 hours of service completion, with clear photographs. Claims made after 12 hours, or without photographic evidence, cannot be accepted — beyond that window, damage cannot be reliably attributed to our visit.
• The reported damage is compared against our time-stamped pre-wash photographs. Any condition visible in — or not clearly absent from — those photos is treated as pre-existing and is not our responsibility.
• Liability is considered only where damage is conclusively shown to have been caused directly by our team.
• Where liability is accepted, our sole obligation, at our discretion, is to repair the specific damage at a repairer of our choosing, or to provide service credit of equivalent value. We do not reimburse dealer, third-party, or client-arranged repair costs.

To the fullest extent permitted by law, Twin Wash is not liable for, and expressly excludes, any damage relating to:

• Pre-existing scratches, swirl marks, chips, dents, rust, oxidation, or paintwork that is already faded, thin, peeling, or compromised;
• Loose, weak, cracked, aged, or improperly fitted parts, trim, badges, mouldings, spoilers, antennas, mirrors, wipers, or seals;
• Vinyl wraps, decals, paint-protection film, or aftermarket coatings lifting, peeling, or bubbling;
• Rubber, plastic, or leather that fails due to age, sun exposure, or prior neglect;
• Electronics, sensors, cameras, screens, or electrical faults;
• Water entry caused by faulty seals or by windows, sunroofs, or vents left open;
• Undisclosed modifications, defects, or special requirements;
• Any matter not reported within the 12-hour window with photographic proof.

7. Excessive Soiling & Special Conditions

Standard subscription plans and one-time service prices are based on a vehicle in a normally soiled condition. The following situations fall outside standard service scope and are subject to additional charges or refusal of service:

• Vomit, bodily fluids, or biohazardous material: We reserve the right to decline the service entirely. If we proceed, a biohazard surcharge of AED 150–300 applies depending on severity, plus the cost of specialist cleaning products. The client will be notified and must agree to the surcharge before work begins.
• Excessive pet hair: Pet hair embedded in fabric seats, carpets, or boot areas requires specialist extraction and additional time. A pet hair surcharge of AED 80–150 applies. Our team will assess on arrival and notify you before proceeding.
• Unusual or extreme soiling: Mud, construction material, paint overspray, tar, bird dropping buildup, tree sap, or any soiling beyond normal daily use may require additional time, products, or specialist treatment. Additional charges will be communicated before work begins.
• Right to refuse: Twin Wash reserves the right to refuse service on any vehicle where conditions present a health risk, safety hazard, or are beyond the scope of standard mobile car washing. In such cases, no charge will be made for the visit.
• Subscription clients: Surcharges for exceptional conditions are payable in addition to the monthly subscription fee and are billed separately via agreed payment method.

We will always communicate any surcharge clearly and obtain your agreement before proceeding. We will never apply additional charges without prior notification.

8. Personal Belongings

Twin Wash is not responsible for any personal belongings, valuables, cash, documents, or items left inside the vehicle during service. We strongly advise removing all valuables before our team arrives. Any items found inside the vehicle will be left in place and will not be moved unless necessary to complete the interior clean.

9. Water Ingress & Interior

Twin Wash is not liable for any water damage to a vehicle's interior, electronics, or cargo if windows, sunroofs, vents, or doors were not properly closed prior to service. It is the client's sole responsibility to ensure the vehicle is properly sealed before our team begins.

10. Satisfaction Guarantee & Complaints

We stand behind the quality of every wash. If you are not satisfied:

• You must notify us via WhatsApp within 24 hours of service completion with a description and photos.
• We will arrange one complimentary re-wash within 48 hours at no charge.
• The re-wash is the sole remedy available under this guarantee. Cash refunds for completed services are not offered.
• The guarantee does not apply to pre-existing soiling or conditions that were present before the wash.

11. Weather & Force Majeure

Twin Wash reserves the right to reschedule any appointment due to heavy rain, sandstorms, extreme heat advisories, community access restrictions, or other circumstances beyond our control. We will notify clients as soon as possible and offer the next available slot at no extra cost. No refund or compensation is due for weather-related rescheduling.

12. Community & Access Restrictions

Twin Wash operates within community guidelines. If a community management authority restricts or revokes our access for any reason, affected appointments will be rescheduled or refunded on a pro-rata basis. Twin Wash is not liable for any loss arising from such restrictions.

13. Subscription Plans

All subscription plans are billed in UAE Dirhams (AED), monthly or annually.

• Subscriptions renew automatically unless cancelled with 7 days' notice before the next billing date.
• Unused washes within a billing month do not roll over to the next month.
• Founding member rates are locked for 12 months from the first billing date. After 12 months, the standard rate applies automatically unless otherwise agreed in writing.
• The free first clean is valid for Arabian Ranches 3 residents only, one complimentary exterior clean per household, with no obligation to subscribe.
• The 50% off first month offer is valid for the first 50 AR3 subscribers only, applies to the first billing cycle, and is followed by the standard plan rate locked for 12 months.
• Twin Wash reserves the right to modify plan pricing with 30 days' written notice via WhatsApp or email.

14. Pausing Your Subscription

You may pause your subscription for up to 30 days per calendar year by notifying us via WhatsApp. Pauses exceeding 30 days may result in loss of the founding member rate. Paused months are not refunded.

15. Cancellation by Client

You may cancel your monthly subscription at any time with 7 days' written notice via WhatsApp. No cancellation fee applies for monthly plans. For annual plans:

• Cancellations within the first 30 days: full refund minus any services already rendered, calculated at the one-time service rate.
• Cancellations after 30 days: a refund will be issued for remaining full unused months only, calculated at the monthly subscription rate, minus an administration fee of AED 100.
• No refund is available for partially used months.

16. Cancellation by Twin Wash

Twin Wash reserves the right to cancel or suspend a subscription immediately if:

• Payment has failed and remains outstanding after 7 days.
• The client has been abusive, threatening, or unreasonably obstructive toward our staff.
• The vehicle or property poses a risk to our team's safety.
• The client has provided materially false information.

In such cases, a pro-rata refund for unused services may be issued at our discretion.

17. Failed Payments

If a payment fails, we will notify you via WhatsApp and allow 7 days to resolve the issue. During this period, scheduled services will be paused. If payment is not received within 7 days, the subscription will be cancelled and the founding member rate will be forfeited.

18. Third-Party & Property Damage

Our staff take reasonable care while working at your property. Twin Wash is not responsible for damage to driveways, gates, walls, flooring, plants, or other property, except where it is conclusively shown to have been caused directly by our team and is reported within 12 hours with photographic evidence. The exclusions and monetary limits in Section 19 apply equally to any such claim.

19. Limitation of Liability

To the fullest extent permitted by UAE law:

• Twin Wash's total aggregate liability for any claim, however arising, shall not exceed the total fees paid by the client for services in the one (1) month preceding the incident.
• We are not liable for any indirect, incidental, consequential, special, or economic loss — including loss of use, loss or diminution of vehicle value, rental or replacement-vehicle costs, lost time, or inconvenience.
• Any claim must be brought within 12 hours of service as set out in Section 6; failure to do so waives the claim.
• Vehicles and property are serviced on the basis that the client accepts these limitations.
• Nothing in these Terms excludes any liability that cannot lawfully be excluded under UAE law.

20. Photography & Marketing

Twin Wash photographs vehicles before and after each service for operational and quality purposes. These photos may be used by Twin Wash for marketing, social media, or promotional purposes, with the vehicle's identifying information (number plate) obscured. If you do not consent to your vehicle being featured in marketing materials, notify us in writing via WhatsApp or email and we will exclude your vehicle from all external use. Internal quality records are retained regardless of marketing consent.

21. Client Authorization

By booking a service, you confirm that you are the registered owner of the vehicle or have the explicit permission of the registered owner to arrange service on their vehicle. Twin Wash accepts no liability for claims arising from services performed on vehicles where the client was not authorized to arrange such service.

22. Staff Safety & Right to Refuse

The safety and dignity of Twin Wash staff is non-negotiable. We reserve the right to immediately withdraw from any situation where our team is subjected to verbal abuse, threatening behaviour, unsafe working conditions, or any treatment that our staff consider inappropriate. No refund will be due if a service is withdrawn on these grounds. Clients who engage in abusive behaviour may be permanently removed from our service without notice.

23. Dispute Resolution

In the event of a dispute, we ask that you contact us directly via WhatsApp or email in the first instance. We are committed to resolving all complaints fairly and promptly. We aim to respond to all formal complaints within 48 hours and resolve within 7 working days. Only where informal resolution is not possible should formal legal routes be pursued. This does not affect any statutory rights you may have under UAE consumer protection law.

24. Changes to These Terms

We may update these Terms at any time. The updated version will be published on our website. Continued use of our services after an update constitutes acceptance. We will notify active subscribers of material changes via WhatsApp with 14 days' notice.

25. Governing Law

These Terms are governed exclusively by the laws of the United Arab Emirates. Any dispute shall be subject to the jurisdiction of the courts of Dubai, UAE.

26. Contact

For all service matters, complaints, or legal notices: hello@twinwash.ae or WhatsApp: +971 50 385 1600

✕Legal

Privacy Policy

1. Who We Are

Twin Window Cleaning Services LLC, Dubai, UAE.

2. Data We Collect

• Contact: name, WhatsApp number, email
• Location: community and villa for service delivery
• Vehicle: make, model, condition notes
• Photos: before/after each visit for quality records

3. How We Use It

• Schedule and deliver services
• Send confirmations and completion updates via WhatsApp
• Process payments and manage subscriptions

4. Data Sharing

We do not sell your data. We may share with Twin Window Cleaning Services LLC and payment processors as required by law.

5. Retention

Data retained while active client. Service photos deleted after 90 days.

6. Photography & Marketing

Vehicle photographs taken before and after each service are retained for 90 days for operational purposes. With consent (or where not objected to in writing), anonymised images with number plates obscured may be used for marketing. To opt out of marketing use of your vehicle images, notify us at hello@twinwash.ae. Opt-out requests do not affect our retention of internal quality records.

7. Your Rights

Request access, correction, or deletion via hello@twinwash.ae. Response within 14 business days.