FAQ | General Questions

What safety measures are you following to reduce the risks of COVID-19 infection?

  • All the cleaners are checked for body temperature on a daily basis at the beginning and at the end of their shifts.
  • All the cleaners are provided with gloves, masks, and hand sanitizers.
  • All the cleaners are equipped with hand sanitizers and are trained to use them before, during, and after every visit.
  • All transportation vehicles, accommodations, and tools are disinfected to maintain the hygienic conditions.
  • All professionals have been trained on the COVID-19 pandemic precautionary procedures recommended by the WHO.

How much does an hour of cleaning cost?

To know more about our price per hour, click on Book a cleaning > Select your location / add an address and browse our hourly prices.
Prices include transportation costs and tax.

How long is the visit duration?

In KSA, the visit duration is for 4 hours.
In UAE, the minimum visit duration is 2 hours and goes up to 8 hours.
In Lebanon, the minimum visit duration is 2 hours and goes up to 8 hours.

Do you provide the service for single men?

We only offer our services to family homes in KSA and only if a female over 18 years of age is present during the visit. In the UAE, Lebanon, and Bahrain, single men can be served without the presence of a female in the house.

Do I have to be home?

In KSA, it is mandatory for the client to be at home. For UAE, Lebanon, and Bahrain, it’s up to you – but we do recommend that you be there (at least for the first visit) or communicate your special requests beforehand.

Do you provide cleaning supplies?

KSA, Lebanon, and Bahrain based clients need to have their own cleaning tools at home.
Currently, we only provide cleaning supplies for UAE-based clients. If you are in the UAE and require us to bring supplies, you will need to specify this when booking and you will be charged an additional fee.

What equipment is required?

We recommend that you provide a vacuum cleaner, mop, bucket, broom, and all-purpose cleaner.

How do I file a complaint?

We are eager to hear your feedback at any time. You can reach us directly through chat, email us at care@maticservices.com or call us on 8009696 if you are in the UAE, on 8003040088 if you are in KSA, or on 00800100867 if you are in Qatar.

What is included in the cleaning session?

Our cleaning services include dusting, wiping, and vacuum cleaning of rooms and bathrooms. You can add specific requests based on your home’s needs.

What are your operating days and times?

In KSA, cleaners operate from Saturday through Thursday. The morning shift starts at 9 AM and 11 AM and the afternoon shift starts at 3 PM, 4 PM, 5 PM, and 6 PM. Visit start times depend on your location. Please allow for an “arrival window” of up to one hour prior to or after the start and completion time*.
In UAE, bookings start every day from 8 AM and run until 8 PM*
In Lebanon, bookings start every day from 8 AM and run until 6 PM*
*Times are subject to change during holidays

Why are no cleaning sessions available to book?

It depends, please reach out to us through chat, our agents will help you out.

What happens after I make a booking?

You will receive a confirmation SMS and email shortly after you have made your booking online.

What payment methods do you accept?

In KSA, we accept card payments or you can transfer payment to our bank account. Contact us through chat for more information regarding bank transfers.
In UAE, we accept card and cash payments.
In Lebanon, we only accept card payments.

Can I get the same cleaner each time?

Yes you can! We provide access to your preferred cleaner’s schedule while booking through the app. We advise you to book a package to ensure your favorite cleaner’s availability.

Why am I being charged a cancellation fee?

Cancellation charges only apply if you cancel or reschedule your session less than 24 hours before the session is scheduled to start. The fee is 100% total cleaning session. Otherwise, no cancellation fees will be incurred.

How do I cancel my recurring schedule?

From “My Bookings” page, click on your upcoming visits, then click on address and cancel the recurring schedule. If a visit is scheduled within the next 24 hours, please refer back to our cancellation section.

Is Matic a cleaning company?

No, Matic is a marketplace connecting customers with qualified registered cleaners.