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Frequently asked questions

Home

Frequently asked questions

Can I request a specific cleaning professional?

You can request a specific cleaner through the App or the website. However, in the event that your requested cleaner is not available, you can still book another cleaner with the same rating.

We promise to do our best to send you the same cleaner when you book one-time or ad-hoc appointments, but we cannot guarantee their availability as our top-notch crew members get booked up very quickly by weekly clients.



 

What is Justlife.com?

Justlife.com is the largest online marketplace in GCC that connects professional and top-rated cleaning service providers with people looking for cleaning services. We are currently operating in the UAE, KSA, Kuwait, Qatar, Oman and, Bahrain. In other words, we are a leisure time improver by giving you all your free time back while our professionals take care of your house cleaning. We believe that everyone has the right to find a trusted cleaner in less than 1 minute, hassle-free! And all it takes is the followings:

- Specify your cleaning details
- Select the preferred date and time
- Enter your contact and address details.
- Pay via credit card or cash depending on your preference
- Enjoy your free time

How do I contact Justlife?

You may contact our customer support team in two ways:

  • Write to our Live Chat support, our team is available between 8 a.m. and 9 p.m. If you are trying to reach us outside this timeframe, our team will contact you as soon as they receive your Chat Request.

  • Send your question to our official email address: wecare@justlife.com. Our team will be responding between 8 a.m. and 9 p.m. 


 

Do you supply your own cleaning materials?

If you prefer us to bring our cleaning materials, our crew member will come with a Justlife Cleaning Kit containing the following items:

Cleaning Products

  • Floor cleaner
  • Toilet cleaner
  • Multi-purpose cleaner
  • Glass cleaner
  • Cream cleaner
  • Wood furniture polish

 

Cleaning Equipment

  • Vacuum cleaner
  • Mop
  • Bucket & spinner
  • Microfiber cloth
  • Sponge cloth
  • Scouring pad

Note: There will be an extra AED 10 per hour charge if you request the cleaning materials. 

 

What are the nationalities of your cleaning professionals?

Most of our cleaners are from the Philippines, Nepal and Sri lanka and other nationalities. All well-trained and trustworthy. 

Can I ask for more than one cleaning professional?

Yes. Booking for more cleaners to get the job done is easy. You can request up to four cleaners in total. Simply specify the number of professionals you need while booking the appointment. 

Can I book the same cleaning professional more than once?

  • Yes, you can. 90% of our clients have a weekly cleaning with the same cleaner. 

  • It is easier for us to provide you with the same cleaner if you have a recurring appointment (usually weekly or bi-weekly).

  • You can enjoy the lifetime discount once under the recurring service. 

 

What are the cleaning materials I need to provide?

If you choose to prefer providing materials yourself, we recommend you to have these in your house:

  • Vacuum cleaner

  • Mop

  • Multi-purpose Cleaning Spray

  • General Purpose Polish

  • Floor Cleaner

  • Bleach

  • Limescale Remover

  • Micro Fibre Cloths

  • Furniture Polish

  • Sponges

 

Note: There will be an extra AED 10 per hour charge if you request the cleaning materials. 

 

Do you have male cleaning professionals?

Yes we do! Please take note that we only have a few male cleaners as the majority of our clients are always asking for female cleaners. We can send one upon request, and depending on the availability. You can reach us at  wecare@Justlife.com or in our live chat support line. 

Is it possible to have the cleaning done even if I am not at home?

Busy and can’t be home during the cleaning session? Worry no more, as our trusted cleaners can get the job done even if you are not around.

Note:

  • For a recurring service (weekly or bi-weekly), we recommend that you be present on the first appointment. This way, you can meet the professional, show her your home and explain what you expect from her.
  • For one-time cleaning service, kindly let us know how our professional can access your home (e.g. leave the key under the mat, give the key to security, leave the door open, etc). You can also include special instructions while booking the appointment. 

Can you send cleaning professionals on Fridays?

Justlife is available seven days a week! We can send you a top-rated cleaner even on Fridays.

Note: There will be an additional AED 5 on top of the hourly rates as we give overtime pay to our cleaners.

Where do I get promotions and discounts?

You can check the promotions on our social media page (Facebook, Twitter & Instagram) or visit our website at www.justlife.com and the Justlife App. 

Will you upload PCR test to Hosan App?

Our nurse will take your PCR Nasal swab, and we will generate your Hasana ID which is used to register you on the DHA App. Your test will then get uploaded to Al Hosan by Dubai Health Authority. This process typically occurs within 1-2 day

How long is my test valid for flying?

This depends on the airline you use and the country you are flying to, so please make sure you check in advance with your airline.

Will my airline accept your test?

As long as your airline accepts tests approved and accredited by the Dubai Health Authority, you are safe to fly with our PCR test. For more information, you should contact the airline you are using and confirm which labs or hospitals they accept PCR tests from and get back to us.

How is the PCR test done?

  • A swab sample is taken from the nose for adults and an oral or throat swab for children under 5 years old.

  • Our qualified nurses will come to your home or office location, fully equipped with protective gear to take your test swab at a time that is convenient for you. Your sample is then submitted to a certified lab for examination. The test result will be given to you within 24 hours. Our team will be equipped to ensure everyone’s safety, health, and hygiene are upheld to the highest standards (Overalls, Gloves, Shoe Covers, Head Covers, Face Shield, Mask).

How long is my PCR test valid for crossing into Abu Dhabi or Al Ain?

Your PCR test is valid for a period of up to 48 hours***. Please always read about the guidelines set by the regulatory authority of Abu Dubai, department of health.

Why do you ask for work details?

DHA and HASANA regulatory Covid team request to provide this information in order to generate a HASANA ID to track any positive patient and to trace if there’s an outbreak in a school/office.

How much does the Covid-19 test cost?

Our home testing service is AED 250 for an individual and 215 AED per person for a group of 3 and above. Justlife fees for the Covid-19 testing are compliant with the prices standardized by the Dubai Health Authority (DHA).

How to book a COVID-19 test at home?

Booking an appointment online or via the app is easy. Just simply follow the steps below.

  1. Visit www. Justlife or use the App. 

  2. Select COVID-19 PCR Test at Home then click BOOK NOW.

  1. Select the individual session or for a group (minimum 3 persons) then click 

  1. Select the preferred date and time and add any specific instruction if needed then click NEXT.

 

  1. Select the preferred payment method then click COMPLETE.

 

Note:

  • Our DHA ( Dubai Health Authority) certified nurse will come to your home for swab collection with proper precautionary measures taken.

  • The collected sample will be tested in approved labs.

  • You will get the results via email/SMS within 24 hours.

Is it a DHA-approved test?

Yes. The laboratory is accredited by the Dubai Health Authority as a Covid testing facility.

How will I get the result?

An SMS & email will be sent to your registered phone number/email with a link to the test within 24 hours.

How long will I get the results?

The results of the test will be given to you within 24 hours.

Is a COVID-19 test painful?

Covid-19 tests can be uncomfortable but are not painful. Swab tests are done thoroughly yet gently using a cotton swab to penetrate the nose or throat, this can lead to slight discomfort & a gagging or coughing sensation.

What are my payment options?

Justlife offers three payment methods:

  • Cash

  • Credit card

  • Justlife Credits

We accept Visa and Mastercard.

We will send a payment request to your bank and your card will be automatically charged once the service has been completed.

Your credit card information is safe as we are using one of the most secured payment gateways, www.checkout.com

What is the Justlife Credit?

You can enjoy booking with more savings with Justlife Credits! This is another payment option that gives you more savings whenever booking an appointment. Simply purchase a package that fits your needs and save up to 30% on all Justlife services.

Note: Payments will be deducted from the Justlife credit in advance. In the event of canceling the appointment, the deducted amount will be returned automatically to the credit package.

Cancellation and rescheduling fee applies. Please refer to the Cancellation and Rescheduling FAQs. 

How to purchase the Justlife Credit?

Purchasing the Justlife Credit is very easy, simply follow the steps below:

  • Log in using your phone number.

  • Once logged in:

Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  • Select Justlife Credit and click TOP-UP CREDIT. 

How to check the credit balance?

  1. Login using your phone number.

  2. Once logged in:

Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  1. Select Justlife Credit and click See Details. 

 

How do I register my card details?

Registering your card online or via the app is easy. All you have to do is to follow the steps below:

  1. Login using your phone number. 

  2. Once logged in:

    • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu

    • Website: On the upper right corner of the screen, please click your name to show the drop-down menu. 

  3. Select Settings. 

  4. Go to Manage credit cards. 

  5. Click add new.

Is my credit card information secured with this service?

Yes! Your credit card information is safe as we are using one of the most  Secure payment gateways

SSL

We use 128-bit SSL security encryption in our checkout process. This encrypts the personal information you provide us, ensuring that it is safe and not accessible by any third parties. However, the most important protection is your own password, so please make sure you never give it out to others. Justlife also has a privacy policy and complies with statutory requirements. Your data is used solely for the processing of your order and to continue to improve our services.

Please note that our Customer Care team has no way of changing the payment methods offered to you at checkout. To keep your data private, we are also unable to find out exactly why a payment method is not being offered

 

Do your cleaning professionals bring card machines for payments?

No. We recommend you to please provide the exact amount of cash payment to them. You can also opt to pay via card while booking your appointment. 

Does your cleaning professional bring change to bills?

Unfortunately, our cleaners do not bring change to the bills. We recommend you to please provide the exact amount of cash payment to them. 

Can I get an invoice?

Yes, you can. The service team will be sending you the invoice to your email address. To request, kindly reach us at  wecare@Justlife.com.

When will I receive my refund?

Once the payment has been refunded by Justlife, It can take up to 10 business days for the funds to reach your account depending on your respective bank.

Note: We reserve the right in applying the Cancellation and Rescheduling fees. 

 

What is the price?

Achieving a spotless clean home doesn’t need to cost you diamonds. At Justlife.com, we offer you high-quality service at affordable rates. 

Justlife.com’s pricing is 34 AED / hours for 2 hours and above session.

*Additional 10 AED / hour for Cleaning Materials
*Additional 5 AED / hour for sessions on Fridays

 

How to book a home cleaning appointment?

Booking an appointment online or via the app is easy. Just simply follow the steps below.

  1. Visit www.Justlife or use the App. 

  2. Select Home cleaning then click BOOK NOW.

  3. Select the frequency then click NEXT.

    • One-time

    • Bi-weekly 

    • Weekly

  4. Specify your cleaning details then click NEXT.

    • Duration

    • Number of cleaners

    • Cleaning materials (if needed)

    • Add specific instructions if needed

  5. Select the preferred date and time then click NEXT.

  6. Select the preferred payment method then click COMPLETE.

How do I redeem a voucher code?

You can enter your discount code in step 4 of the checkout process under ADD VOUCHER CODE. After entering the voucher code, click APPLY. Keep in mind that every voucher has its own terms and conditions that must be met for the discount to be valid on your order.

After the voucher has been successfully processed, the discounted amount will be deducted from the total invoice amount.

Can I add special instructions while booking?

Yes, you can. While on the booking page, you will be asked if you have any specific instructions. 

If you finished booking the appointment and missed adding the instructions, no worries! You can still update your booking details by following the steps below:

  1. Log in using your phone number.

  2. Once logged in:

    1. Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

    2. Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  3. Select Appointments.

  4. Once under the Upcoming appointment page, click the desired appointment to be updated.

  5. In the instructions field, click “ADD.”

I forgot to add a special instruction. What should I do?

No worries, we are happy to help you. Please share your instruction at least 4 hours prior to the appointment and we will make sure to share it with the cleaner. You can reach us at  wecare@Justlife.com or via our live chat support line. 

I booked the appointment with the wrong address, what should I do?

Kindly reach us on our live chat support line or at  wecare@Justlife.com. Our customer care representatives will help you update your address immediately. 

How can I extend my cleaning?

If the duration you booked is not enough, all you have to do is to reach us at  wecare@Justlife.com or via our live chat support. Our specialists will check the cleaner’s schedule to see if she is available for an extension. 

What is my booking reference number?

You can easily find your reference number by following the steps below:

  1. Log in using your phone number.

  2. Once logged in:

    • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

    • Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  3. Select Appointments to see the reference code. 

 

Note: The booking reference number is included on the SMS confirmation we send after you finish booking the appointment. 

How do I reschedule my appointment?

Managing your account online or via the app is now made easy. Just simply follow the steps below to reschedule your appointment.

1. Login using your phone number.

2. Once logged in:

  • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.
  • Website: On the upper right corner of the screen, please click your name to show the drop-down menu

3. Select Appointments.

4. Once under the Upcoming appointment page, click the desired appointment to be updated.

5. Scroll down and click Reschedule.

Note: Rescheduling fee applies as our cleaners’ schedule is pre-arranged.  Kindly see below table for your reference. 

 

  Rescheduling fee
12+ hours before the appointment Free of charge
12 to 2 hours before the appointment Free of charge
Less than 2 hours before the appointment 100% o25% of the appointment valuef the appointment value

On the spot cancellation

100% of the appointment value

 

 

 

 

 

 

 

 

 

How can I cancel my booking?

Managing your account online or via the app is now made easy. Just simply follow the steps below to cancel your appointment:

  1. Log in using your phone number.

  2. Once logged in:

Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

 

Website: On the upper right corner of the screen, please click your name to show the drop down menu

 

  1. Select Appointments

  2. Once under the Upcoming appointment page, click the desired appointment to be updated.

  3. Scroll down and click Cancel appointment.

  4. Please make sure to choose the correct cancellation reason.

 

Note: Cancellation fee will be applied as our cleaners’ schedule is pre-arranged. Kindly, see find/view below table for your reference. 


 

  Cancellation fee
12+ hours before the appointment Free of charge
12 to 2 hours before the appointment 25% of the appointment value
Less than 2 hours before the appointment

 

 

50% of the appointment value

On the spot cancellation 100% of the appointment value

 

   
   
   
   

My cleaning professional is late. What should I do?

Justlife aims to provide the best experience to our clients and we understand how important your time is. 

If there will be a possible delay due to a traffic condition or for other reasons, we always reach our clients immediately ahead of time to set their expectations properly and to find options. 

 

We also send a WhatsApp message to our customers to confirm if our cleaner already arrived to keep track of everything. However, in the unlikely event of a delay in the service, please do not hesitate to reach us immediately on our live chat support line or at  wecare@Justlife.com

How can I rate my cleaning professional and provide feedback?

We’d like to hear about your recent experience with Justlife. After the session, you will be receiving an email, SMS, or push notification via the app to ask for your feedback and to rate the cleaner’s performance.

You rate the cleaner on a scale of 1 to 5. Where 5 is being the highest. Please feel free to share your comments as this will help us improve our service

Why did you send me a different cleaning professional and not the one I requested for?

For one-time appointments:

We promise to do our best to send you the same cleaner when you book one-time or ad-hoc appointments, but we cannot guarantee their availability as our top-notch crew members get booked up very quickly by weekly clients.

 

Recurring appointments

Justlife aims to provide the best experience to our clients - from booking the appointment to the cleaning service itself. In the rare event that your regular cleaner is not available, you will be notified immediately to set your expectations properly and find options. However, in the unlikely event of not getting your regular cleaner, please immediately notify and reach us at  wecare@Justlife.com.

My cleaning professional did not show up. What should I do?

We would like to apologize for the inconvenience. Justlife aims to provide the best experience to our clients - from booking the appointment to the cleaning service itself. However, in the unlikely event of us missing your service, please immediately notify and reach us at  wecare@justlife.com or via our live chat support.

Our case specialist will immediately reach out to you for a resolution.

I'm not happy with the quality of the cleaning. What should i do?

We apologize for the inconvenience. Justlife aims to provide the best quality experience to our clients. We made sure that all our cleaning professionals were well-trained.  However, in the unlikely event of not meeting your expectations, please immediately notify us within 24 hours. You can reach us at  wecare@Justlife.com or via our live chat support line.

 

Note: Kindly send photos of the areas that were not cleaned properly. 

My professional damaged my furniture, what should I do?

We apologize for the inconvenience. Justlife aims to provide the best quality experience to our clients. We made sure that all our cleaning professionals were well-trained.  However, in the unlikely event of not meeting your expectations, please immediately notify us within 24 hours. You can reach us at  wecare@Justlife.com.com.
 

Note: Kindly send photos of the damaged item as evidence and for investigation purposes. 

Our specialists will investigate the issue and will reach out to you within 24 hours.

My items are missing. What should I do?

We apologize for the inconvenience. Justlife aims to provide the best quality experience to our clients. We made sure that all our cleaning professionals were well-trained. However, in the unlikely event of not meeting your expectations, please immediately notify us within 24 hours. You can reach us at  wecare@Justlife.com.

Note: Kindly send photos of the missing item as evidence and for investigation purposes. 

Our specialists will investigate the issue and will reach out to you within 24 hours.

Do I need to create a Justlife account to book an appointment?

To book an appointment, you need to have a registered account with Justlife. It is really easy to create one and this saves you from the hassle of filling in your details all over again every time you book with us. 

You will be prompted to create an account when you place your first booking, just follow the easy on-screen steps.

How do I log in to my account?

Logging in to your account is very easy, simply follow the steps below:

  1. In the upper right corner of the screen, click Log in. 

  2. Enter your mobile number then click Continue.

  3. Enter the verification code sent to you via SMS. 



 

How do I add or update my address?

Managing your account online or via the app is now made easy. Just simply follow the steps below to change or add a new address.

  1. Log in using your phone number.

  2. Once logged in:

    • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

    • Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  3. Select Settings.

  4. Click Manage addresses.

How do I update my personal details?

Managing your account online or via the app is now made easy. Just simply follow the steps below to update your profile. 

  1. Log in using your phone number.

  2. Once logged in:

    • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

    • Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  3. Select Settings.

  4. Click Edit personal details.

  5. Once done with the update, click Save. 

How can I check my appointment history?

You can view your appointment history online or via the App. Simply, follow the steps below:

  1. Login in using your phone number. 

  2. Once logged in:

    • Mobile application: please tap the three vertical lines on the upper left corner of your screen to show the slide menu.

    • Website: On the upper right corner of the screen, please click your name to show the drop-down menu.

  3. Select Appointments.

  4. In the Appointments page, you can view your upcoming and past appointments as well as all the details of the booked appointments.

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Book and manage your appointments with a few taps, view your professional’s profile and ratings, see real-time location of your professional and much more.

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