Service Delivery, Cancellation & Refund Policy
Last updated: 5 October 2026 · Applies to all bookings made through the WithUrooj app and website.
1. What we deliver
WithUrooj sells home cleaning services, not physical goods. When you place an order you are booking a background-verified cleaning professional to attend the address you provide and carry out the service you selected:
- Bathroom Cleaning — toilet scrub and disinfection, tiles and grout, mirrors and fixtures, sink and vanity, floor mopping and drain cleaning. Approx. 1–2 hours.
- Kitchen Cleaning — stove and hood degreasing, countertops and backsplash, sink scrub and sanitisation, cabinet fronts, appliance exteriors, floor mopping. Approx. 2–3 hours.
- General (full home) Cleaning — all rooms dusted and tidied, floors swept and mopped, surfaces sanitised, bins emptied, skirting and switches wiped. Carried out by a team of two. Approx. 3–4 hours.
All cleaning supplies and equipment are included in the price. Optional add-ons (for example refrigerator interior, oven deep clean, window and glass cleaning, cabinet interiors, balcony, laundry and ironing) can be selected at checkout and are priced individually.
Service is delivered in person at your address. Nothing is shipped or posted, so no delivery charges, courier charges or shipping times apply.
2. Service area & timing
- Where: Karachi. Enter your address in the app to see whether verified cleaners are available near you before you pay.
- Instant bookings: after payment your request is broadcast to verified cleaners nearby, and the first to accept is assigned to you. Typical arrival is within 60–90 minutes, subject to traffic and cleaner availability.
- Scheduled bookings: choose a date and an available time slot. Slots already taken are shown as unavailable, so you can only book a time that genuinely exists.
- Working hours: 9:00 AM to 9:00 PM, 7 days a week.
- You can follow your cleaner's live position and estimated arrival time in the app from the moment they accept.
3. Prices and currency
All prices are quoted and charged in Pakistani Rupees (PKR). There are no hidden charges, no call-out fee and no delivery fee.
| Service | Price (PKR) | Billed |
|---|---|---|
| Bathroom Cleaning | PKR 1,200 | per bathroom |
| Kitchen Cleaning | PKR 1,500 | per kitchen |
| General Cleaning | PKR 2,500 | per home |
| Optional add-ons | PKR 300 – 700 | per add-on, shown before payment |
| Platform fee | 5% of the order | itemised in the price breakdown |
The complete breakdown — service, each add-on, the 5% platform fee and the total — is displayed on the confirmation screen before you are taken to the payment page. The amount you approve is the amount charged. Card payments are processed through Bank Alfalah's secure 3-D Secure gateway.
4. Cancelling a booking
| When you cancel | Cancellation fee | You receive back |
|---|---|---|
| Before a cleaner has set off (status “confirmed”) | None | 100% of the amount paid |
| After the cleaner is on the way, has arrived, or work has begun | 30% of the order value | 70% of the amount paid |
| After the job has been completed | Not cancellable | See “If the work isn't right” below |
To cancel, open the booking in the app and tap Cancel Booking. The cancellation fee exists because a cleaner has already travelled to you and reserved the time.
If we cancel — for example no verified cleaner is available, or a cleaner cannot reach your address — you are refunded in full, with no fee of any kind.
5. Refunds
- Refunds are returned to the original payment method — the same card used for the booking. We cannot refund to a different card, account or in cash.
- Refunds are initiated by us immediately when the cancellation is confirmed. The funds then take up to 7 working days to appear, depending on your issuing bank.
- The refunded amount and its status are visible on the booking in the app, and a receipt is available to download.
- Refunds are issued in PKR for the exact amount described above. We do not charge any processing fee for a refund.
6. Returns and exchanges
Because WithUrooj supplies a service performed at your home rather than a physical product, there is nothing to return or exchange. No goods are shipped to you at any point. Where a booking has not been performed as described, the cancellation and refund terms above apply instead.
7. If the work isn't right
Every job carries photographic evidence: the cleaner must photograph the site before work can start and photograph the finished work before the job can be marked complete. Both sets of photos are attached to your booking.
- Raise the issue within 24 hours of the job being completed, through in-app chat or the contact details below.
- We review the before and after photos, the job timeline and the cleaner's record.
- Where the complaint is upheld we will, at your choice, arrange a free re-clean of the affected area or refund the affected portion of the booking to your card.
8. How to reach us
Our support team answers every cancellation and refund request directly.
Business name
Al Urooj
Trading as
WithUrooj (withurooj.com)
Address
House No. 28, Street No. 419/1, Malir, Karachi, Pakistan
Phone
+92 333 3276896
Info@withurooj.com
Support hours
9:00 AM – 9:00 PM, 7 days a week
See also our Terms & Conditions and Privacy Policy.