Publicly Shared Terms and Conditions

Effective Date: May 01, 2018

The present Customer Terms of Service (the “Customer Terms”) describe your rights and responsibilities when using our marketplace and platform (the “Services”).

We are grateful for your participation, and as a token of appreciation, we hereby elaborate the terms and conditions to which you are agreeing to when using our Services.  Please read them carefully.

A Customer is defined as a person who has completed a booking via one of the Services-interface:  Matic App, chat, phone calls, Social Media, and other channels.

Time of Arrival and Departure

Scheduling drivers and cleaners to arrive at multiple locations at a set time is a complex effort involving people, process, and technology. Consequently, Matic will do its best-efforts to be punctual as possible and have the Service Provider arrive within a window of your booking time.  Therefore, to be on the safe side, kindly allow for an “Arrival Window” of up-to one hour prior to or after the arrival and completion time.  For example, if you booked for a service at 4 PM, the expected time of arrival would range from 3 PM to 5 PM.

Billing and Payment Terms

Pre-Payment:
One-time visits and recurring visits are not pre-paid, payment occurs after the service is delivered. On the other hand, Packages; are pre-paid, where the payment is made instantly at the time of the booking (not after the service is delivered). The payment is completed online on your account through the use of a bank card, and the payment status can be viewed within the app.

Re-scheduling:
We understand that sometimes you may need to re-schedule a visit, therefore we made it convenient for you to do so, using options available in the app. If you are able to reschedule before the cancellation window, no cancellation fee applies. However, if you re-schedule after the cancellation point, a cancellation fee will apply. Kindly Refer to “Cancellation” section below for further elaboration. Moreover, if the re-scheduling is to be made from our end, then we will attempt to inform you in advance. In that case, if you have pre-paid for the service and Matic reschedules, the credit will remain within your account in the Matic App.

No-Show:
In case the Service Provider arrives at your location and you are not available, then the provider will only wait for up to 10 minutes before the visit is deemed as a no-show and cancellation fee applies.

Cancellation:
When a visit is canceled or re-scheduled before the cancellation window, no cancellation fee will apply. However, if a cancellation is done within the cancellation window, the pre-payment will be returned within three working days only as a credit within the Matic App, since we don’t apply a cash refund policy. That credit is valid for one year from the date it is returned. For information about canceling a package, kindly refer to the “Package” section below.

Cancellation Window and Fees
City Window Fee
Riyadh 24 hours prior to visit time Full Price of the Visit
Jeddah 24 hours prior to visit time Full Price of the Visit
Dammam 24 hours prior to visit time Full Price of the Visit
Dubai 24 hours prior to visit time Full Price of the Visit
Khobar 24 hours prior to visit time Full Price of the Visit
Manama 24 hours prior to visit time Full Price of the Visit

Authorization:

Credit cards, as a payment method, require the authorization of one unit in your card currency (for example, 1 SAR or 1 AED or 1 USD).  That amount is simply an authorization to be put on hold and will be returned to your card within 21 working days from the date the card is verified in the account.

Packages

Termination and Auto-Renewal
Unless a written request is received from the client to terminate the package, the package will auto-renew (without the need to go through the Services-interface) for the same duration. Either party can give the other party a notice to non-renewal at least (15) days before the end of the renewal term to stop the subscriptions from automatically renewing.

Miscellaneous:
Validation of Address:
For the first visit, a member of our team will attempt to call you to verify the address. If they are unable to reach you, the visit will be deemed as canceled and the cancellation policy will apply.

Damage
In the unfortunate case of damage, contact our customer support via the Matic App and a representative will get in touch with you to investigate the issue. Matic is only liable up-to-the cost of a four-hour visit and regarding claims taking place within 12 hours of the incident

Theft
Valuables need to be securely stored away by the customer. Matic is not responsible for any theft.

Abiding by Local Laws
Matic abides by the local laws of the country that you live in. For example, If you live in a country that requires servicing only families with the presence of an adult female individual (Age 18 and older) during the cleaning session, you will need to make the arrangements from your side. Otherwise, the cancellation policy will apply.