Frequently asked questions

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.

The service fee allows us to enhance your experience with Justlife, including adding new features and providing great customer service. When it comes to how much you are charged, you will always be able to see the exact amount at checkout.

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

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. 

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. 

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

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. 

• 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. 

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. 

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. 

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. 

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.

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. 

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

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. 

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. 

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. 

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.

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

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. 

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

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.

Upon the cancellation of any service, you will have two options:

• Get a refund directly to your bank account within 7 to 14 business days depending on the bank policy.
• Get a refund as a Justlife credit which will reflect on the spot right after the cancellation. Credit will be valid for 60 days from the date of the cancellation.

As Justlife we authorize the booking amount from your bank and only charge it after the session is completed. This applies to all appointments that are future dated less than 7 days from the moment of appointment creation time.  If the booking is canceled before the appointment start time, the authorization will be voided and there won't be any charges to your account (unless cancellation is subject to penalty, if yes, those penalties will be applied). This process takes much shorter than the usual refund process and usually takes 1-5 business days which might change as per your bank policy.

If your appointment is created as a future date for more than 7 days, we are capturing the amount when the appointment is created as the authorization process can only be done for 7 days. For completed appointments or appointments that are future dated for more than 7 days from the moment of appointment creation time. We will be charging your card, and the refund process (if applicable) might take 7-14 business days as per your bank policy. You can reach out to your bank for more precise information.

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

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.

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.

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.”

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. 

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. 

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. 

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. 

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: The rescheduling fee applies as our cleaners’ schedule is pre-arranged. Please see the table below for your reference. 

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. 

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. 

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

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.

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.

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. 

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.

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.

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.

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. 

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.

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. 

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.