Terms and Conditions

These Terms explain how bookings, full payment, service delivery and client responsibilities work for QAYA Home Services, Inc. Please read them before completing a booking.

1. Agreement and Acceptance

These Client Terms and Conditions (Terms) govern cleaning and related services booked from QAYA Home Services, Inc. (QAYA, we, us or our). Client, you and your refer to the person making the booking and any person authorized to act for that booking. By selecting I agree, completing payment, or allowing the service to begin, you confirm that you have read, understood and agreed to these Terms and the applicable Privacy Notice.

If you book for another person or property, you confirm that you are authorized to provide instructions, permit access and accept these Terms for that booking. Nothing in these Terms limits a right that cannot lawfully be waived under Philippine law.

2. Booking Information and Confirmation

You must provide accurate contact information, service address, property type and size, requested service, preferred schedule, access instructions, parking information, known hazards, pets and other information reasonably needed to perform the service safely and correctly.

A booking request becomes confirmed only when QAYA: (a) accepts the requested schedule; (b) receives and verifies full payment of the total booking amount through an authorized payment channel; and (c) issues a booking confirmation. An unpaid, expired or cancelled checkout is not a confirmed booking.

The confirmation will show the service, schedule, total booking fee, included staff or cleaner allocation where applicable, and approved add-ons. QAYA may communicate booking and status updates by the email address and mobile number provided by the Client.

3. Prices and Full Payment

The Client must pay the full booking amount shown at checkout to secure a booking. QAYA does not accept partial payment or an outstanding service balance unless QAYA expressly confirms a different arrangement in writing.

Prices are based on the information supplied by the Client. If the property size, condition, access, requested scope or hazard level materially differs from the booking information, QAYA may pause the work and offer a revised price, additional service or revised scope. No additional charge will be made without Client approval, except a clearly disclosed parking, access or waiting charge already included in the booking rules.

4. Arrival Waiting Time and Delays

QAYA will make reasonable efforts to arrive within the confirmed arrival window. Traffic, weather, building procedures and emergencies may cause delay. QAYA will notify the Client when reasonably possible. If a material delay is caused by QAYA, the Client may accept a revised arrival time, reschedule without charge, or request a refund for the unperformed service.

If staff must wait because of the Client, building access, parking or incomplete handover, the waiting time may count against the service duration only when this has been disclosed before confirmation or accepted by the Client at the time.

5. Client Handover and Access

The Client or an authorized adult representative must be reachable at the confirmed time and provide access, identify priority areas, explain fragile surfaces and appliances, disclose hazards and confirm any rooms or items that must not be touched. Where QAYA has accepted unattended access instructions in advance, the Client remains responsible for ensuring that the instructions are accurate and usable.

The Client must provide safe access, reasonable lighting and ventilation, running water and electricity when required, and legal parking or building clearance. The Client is responsible for building approvals, elevator reservations, visitor passes and pet control unless the booking states otherwise.

6. Service Scope and Exclusions

QAYA will perform only the package, duration, areas and add-ons shown in the confirmed booking. Results depend on the condition of the premises, available time, safe access and the nature of stains or materials. QAYA does not guarantee removal of every stain, odor, discoloration, pest, mold or permanent mark.

Unless specifically accepted in writing, staff will not handle biohazards, bodily fluids, human or animal waste beyond ordinary household cleaning, active pest infestations, severe mold, dangerous chemicals, weapons, illegal items, unstable structures, exterior high-rise windows, work requiring unsafe ladders, unusually heavy lifting, construction debris, or tasks requiring a licensed specialist.

Staff may stop or refuse work where conditions are unsafe, unlawful, abusive, materially different from the booking, or outside their training or equipment. QAYA will explain the reason and determine a fair refund or revised service based on work and costs already incurred, subject to applicable law.

7. Valuables Fragile Items Pets and Personal Property

Before service, the Client should secure cash, jewelry, identification documents, keys, medicines, collectibles, sensitive records, small electronics and other valuables. The Client must identify unusually valuable, fragile, damaged or irreplaceable items and give written handling instructions. Staff may decline to move or clean such items.

The Client must safely control pets and supervise children. QAYA is not responsible for a pet escaping or an incident caused by failure to secure a pet, except to the extent directly caused by proven negligence or misconduct of QAYA or its personnel.

8. Turnover Service Concerns Loss and Damage Claims

Before staff leaves, the Client or authorized adult representative should be present to inspect the serviced areas, identify reasonable concerns and acknowledge turnover. Where practical, staff will address a service-quality concern within the remaining booked time.

The Client should report visible service-quality issues, suspected loss or damage as soon as discovered and preferably within 24 hours after completion. The report should include the booking number, description, approximate time discovered and reasonably available photos, videos, receipts or other evidence. A short reporting period helps preserve evidence but does not remove rights that cannot lawfully be waived.

The Client must preserve the item and area for reasonable inspection and cooperate with the investigation. QAYA may review staff records, checklists, permitted images, messages and relevant building records. QAYA may offer re-cleaning, repair, replacement, refund or another fair remedy depending on the evidence and applicable law.

QAYA is not responsible for ordinary wear, pre-existing damage, inherent defects, unstable fixtures, colorfastness, manufacturer defects, undisclosed fragile items, or damage caused by Client-supplied products or instructions, except where QAYA failed to exercise reasonable care. Any limitation applies only to the extent allowed by Philippine law and never covers fraud, theft, willful misconduct or gross negligence.

9. Payments Tips and On Site Collection

On-site QAYA cleaning staff are not authorized to collect service payments. Payments must be made only through QAYA’s website or a payment channel expressly confirmed by an authorized QAYA administrator. A payment sent to a staff member’s personal account is not recognized as payment of the Client’s account unless QAYA expressly authorized it in writing.

QAYA staff are prohibited from asking, pressuring or soliciting the Client for tips, gifts, food, transportation money or personal loans. Any tip, food, gift or money voluntarily given by the Client is optional and is not credited, refunded or deducted from the booking amount.

10. Conduct Safety and Non Solicitation

Clients and staff must treat each other respectfully. Harassment, threats, discrimination, intoxication, sexual misconduct, unsafe instructions and illegal activity are prohibited. QAYA may immediately stop a service and remove staff where safety is at risk.

The Client must not privately hire, direct or pay assigned staff during the booking outside QAYA channels. Any separate future engagement is at the Client’s and staff member’s own risk and is not a QAYA service, warranty or responsibility. Any post-engagement restriction or fee must be stated in a separate lawful policy before it is enforced.

11. Photos Communications and Privacy

QAYA processes Client information to create bookings, assign staff, provide support, process payment, prevent fraud, handle incidents and comply with law. Collection and use must follow QAYA’s Privacy Notice and applicable Philippine data-protection requirements.

Staff may take limited before-and-after or incident photos only where authorized by QAYA policy and where there is an appropriate lawful basis and notice. Photos should avoid people, private documents, screens and unrelated possessions where reasonably possible. Marketing use requires separate, specific permission and is never required to receive service.

12. Complaints Disputes Changes and Governing Law

Clients should first contact QAYA through the official support channel shown in the booking confirmation. QAYA will acknowledge the concern, request relevant information and attempt a fair resolution. If the matter is not resolved, the parties may pursue mediation, administrative remedies or courts with lawful jurisdiction. Nothing in these Terms prevents a Client from contacting the Department of Trade and Industry, National Privacy Commission or another competent government agency where applicable.

QAYA may update these Terms prospectively. The version accepted at the time of a confirmed booking normally governs that booking unless a change is required by law or the parties agree otherwise. If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent possible. These Terms are governed by the laws of the Republic of the Philippines.