Booking Policy

Effective date: August 20, 2026

This Booking Policy explains how bookings with Sphere Five Services are placed, confirmed, managed, and rescheduled. It applies to guest bookings, account bookings, and membership visits, unless a membership plan states otherwise.

1. How to Book

You can book:

• As a guest, without creating an account;
• With a registered account, after email verification; or
• Through a membership plan, which schedules visits under that plan.

Each booking receives a booking reference (e.g., in the form SF-########). Keep this reference for support and guest lookup.

2. Information We Need

To place a booking, we need at least:

• Service type, date, and time slot;
• Primary phone number;
• Service address (street and building at minimum; apartment/room, floor, and directions help our team); and
• Payment method.

Name and email are required for registered accounts. For guest bookings, name and email are optional; if you provide an email, we can send booking confirmations to that address.

You may also add a secondary phone number, notes, add-ons, cleaner count (within the service limits), and a promo code where available.

3. Confirmation and Status

1. Pending — Your request has been received and is awaiting acceptance.
2. Confirmed — The booking has been accepted and cleaners can be assigned.
3. On the Way — The cleaner is traveling to your address. You will receive a notification when this happens (email and/or app notification, depending on how you booked).
4. Completed — The visit has finished. Cash payment is collected at this stage when cash was selected.
5. Cancelled — The booking was cancelled before completion.

A booking is not guaranteed until it moves from Pending to Confirmed.

4. Scheduling

Bookings can be placed for available dates and time slots shown in the Services. Availability depends on capacity and the service you choose.

5. Rescheduling

Customer self-reschedule is not currently available in the app. To change a visit date or time, contact our support team as early as possible; we will help where capacity allows.

(If self-reschedule is enabled in a future update, changes will require at least 24 hours' notice before the visit start time.)

6. Access and Presence

Please ensure the service location is accessible at the scheduled time and that someone can provide access, or that access arrangements are clearly noted in your booking notes or directions.

7. No-Show

If nobody is present when the cleaner arrives and access cannot be obtained, the visit may be treated as completed and charged accordingly.

8. Membership Visits

Membership packages include a set number of visits under the plan you purchase. Visit timing and cleaner count follow the plan and schedule you select. Cancellation and changes for membership visits follow this policy and our Cancellation Policy, unless the plan terms state otherwise.

9. Contact

Sphere Five Services
Email: [email protected]
Phone: +974 7022 9041