Terms & Conditions

Last updated: 5 October 2026 · Please read these terms before booking.

These terms form the agreement between you and Al Urooj (“we”, “us”, “the company”), trading as WithUrooj, when you use our app or website to book home cleaning services. By creating an account or placing a booking, you accept these terms.

1. Who we are

2. What we provide

WithUrooj is a platform that connects customers with background-verified cleaning professionals in Karachi. We offer bathroom cleaning, kitchen cleaning and full-home cleaning, with optional add-ons, at the prices published on our site and in the app. All cleaning materials are included.

We provide a service performed at your premises. We do not sell, ship or deliver any physical goods.

3. Your account

• You must be at least 18 years old to hold an account.
• You must give accurate details, including a working mobile number and a correct service address.
• You are responsible for activity on your account. Keep your device and one-time passcodes secure.
• One phone number corresponds to one account. An account is registered either as a customer or as a cleaning professional.

4. Bookings

• A booking is confirmed once payment has been authorised and a verified cleaner has accepted it.
• Instant bookings are broadcast to nearby verified cleaners; the first to accept is assigned.
• Scheduled bookings are placed in an open pool for the date and slot you select.
• Timings shown (for example 1–2 hours) are good-faith estimates. Actual duration depends on the condition and size of the area.
• If no cleaner accepts your booking, we will cancel it and refund you in full.

5. Prices & payment

• All prices are in Pakistani Rupees (PKR) and are shown inclusive of the itemised 5% platform fee before you pay.
• Payment is taken in advance, by debit or credit card, through Bank Alfalah's secure 3-D Secure gateway. We never receive or store your full card details.
• The total you approve on the confirmation screen is the amount charged. We do not add charges afterwards.
• Additional work not covered by the booking must be agreed and booked separately; never pay a cleaner in cash for platform work.

6. Cancellation & refunds

Cancellation is free before your cleaner sets off. After that a 30% cancellation fee applies and 70% is refunded to the original card, normally within 7 working days. Full details, including what happens if work is not performed as described, are in our Service Delivery, Cancellation & Refund Policy, which forms part of these terms.

7. Your responsibilities

• Provide safe access to the premises at the booked time.
• Secure cash, jewellery, documents and other valuables before the cleaner arrives.
• Tell the cleaner about fragile items, pets, or areas that must not be touched.
• Ensure running water and electricity are available.
• Treat cleaning professionals with respect. Harassment, discrimination or unsafe conditions will end the booking immediately, with no refund.

8. Cleaning professionals

• Every professional must submit CNIC (front and back) and a live selfie, and be approved by our verification team, before they can accept any job.
• Professionals work as independent contractors engaged through the platform, not as our employees.
• Professionals must photograph the site before starting and the completed work before finishing. A job cannot be started or completed without these photos.
• Earnings are tracked per job and paid out to the professional's nominated account. Professionals may accept or decline any job.

9. Prohibited use

WithUrooj may be used only to book and provide lawful home cleaning services. You must not use the platform to:

• offer, request, buy or sell anything illegal or restricted under Pakistani law — including narcotics, weapons, alcohol, tobacco, counterfeit goods, adult content, gambling or any financial scheme;
• request any service that is not a cleaning service, or that would put a professional at risk;
• commit fraud, launder money, or use a payment card you are not authorised to use;
• harass, threaten, defraud or discriminate against any customer or professional;
• impersonate another person, create accounts to evade a suspension, or submit forged identity documents;
• scrape, copy, reverse-engineer or disrupt the platform or its security.

10. Liability

• We take reasonable care in verifying professionals and handling your booking, and we will put right work that was not performed as described — see the refund policy.
• Report any damage caused during a job within 24 hours, with photographs, so we can investigate using the before and after photos on the booking.
• We are not liable for pre-existing damage or wear, for items not secured as asked, for areas the cleaner was denied access to, or for loss that was not reasonably foreseeable.
• Except where Pakistani law does not allow it to be limited, our total liability for any booking is limited to the amount you paid for that booking.

11. Suspension

We may suspend or close an account that breaches these terms, submits false identity documents, abuses the refund process, or puts customers or professionals at risk. Where money is owed to you at that point, it will still be refunded as described in the refund policy.

12. Governing law & contact

These terms are governed by the laws of the Islamic Republic of Pakistan, and the courts of Karachi have exclusive jurisdiction. If any part of these terms is found unenforceable, the rest continues to apply.

See also our Privacy Policy and Service Delivery, Cancellation & Refund Policy.