Welcome, Guest! Login or Create an account

Faqs

Frequently Asked Questions

What is Agatha?

Agatha is the UAE’s first smart digital platform for all house related services. All of this is available at a touch of a button via our website, smart app, contact centre and social media.

 

How does it work?

Please click here to know how to book a cleaning service and here to know how to book a laundry service.

 

What if I forget my username and/or password?

If you already have an account with us but can’t remember your password or username, simply click “forgot password” and follow the prompts to reset your password or be reminded of your username via your registered email address.

 

How do I file a complaint, make a suggestion, or give feedback?

If you’re not satisfied with the Agatha’s services, please let us know via customercare@agathame.com or contact us on 800 AGAT (2428). You should also receive a feedback request email after each service is completed.

 

How do I book a service?

Log into your Agatha profile and select the “Services” tab at the top of the screen. Your booking details will be confirmed via email, after the payment is confirmed via our secure payment gateway or by choosing our cash on delivery payment option.

 

Do I need to be at home during the service?

We do recommend that you be present for the first service, although this is not essential. If you can’t be there, simply inform us of any special requirements in advance.

 

Can I make special requests or add instructions to my booking?

Our system is designed to allow maximum personalization of our services to suit your needs. Please provide us with any special requests or instructions.

 

What happens after I make a booking?

Once payment is confirmed, you’ll receive a confirmation email detailing all your booking specification.

 

What does it cost?

The cost of Agatha services varies based on the type and volume of service. To find out more about our pricing system, please go to our pricing page selecting the wanted services.

 

HOME CARE SERVICE

 

What are Agatha Home Care operating hours?

We operate from 8:00 AM to 9:00 PM, 7 days/week.

 

How many cleaners will work on my service?

Teams are generally made up of two cleaners for speed and quality purposes.

 

What are the minimum hours for a cleaning service?

The minimum hours for a cleaning service would be 1.5 hours.

 

How many hours should I book?

Agatha calculates that for you, based on the size of your home and any extras services that you may request. Usually, our cleaners work in teams of two to halve cleaning time. All you need to do is enter your requirements and we will calculate the number of hours needed and the fee. See our pricing catalogue to find out more.

 

Will the same cleaners be sent to my home for every service?

As a rule, the assignment of cleaners depends entirely on who is available. However, if you reserve regular services in advance, we will do our best to assign a dedicated cleaning team to your home.

 

Does Agatha provide the cleaning supplies?

Our cleaners will always be ready with their cleaning tools and eco-friendly supplies, unless otherwise is advised.

 

Are the cleaners trained and experienced?

All cleaners are exceptionally experienced and have received extensive training to ensure total customer satisfaction.

 

What if something is damage or goes missing during an Agatha service?

Please let us know right away by contacting us on 800 AGAT (2428) or emailing us at customercare@agathame.com and we will investigate the matter thoroughly and will resolve it in the appropriate manner as quickly as possible.

 

How do I cancel my booking?

You may cancel your booking up until (but no later than) 48 hours prior to the scheduled service time by calling our contact centre 800 AGAT (2428).

 

How do I modify my booking?

You may modify your booking up until (but no later than) 48 hours prior to the scheduled service time by logging into your account, clicking Edit on the order you want to modify, from My Orders list, and select a new date and time. If your booking is recurrent, you would be able to modify only the following booking. If you want to modify all of the upcoming  bookings, please call our contact centre 800 AGAT (2428) for assistance.

 

Can I give feedback on my Agatha experience?

Please do! You may either respond to the feedback forum you will receive after you service has been completed or visit our forum on the website for any comment of feedback.

 

What are my payment methods?

Currently we accept secure online payments via debit and credit card in addition to cash on delivery (COD) where the customer will be provided with the manual receipt on site, followed by automated invoice before the end of the service day.

 

LAUNDRY SERVICE

 

What are Agatha Laundry operating hours?

We operate from 9:00 AM to 9:00 PM, 7 days/week.

 

What type of laundry service do you provide?

We provide washing, dry cleaning and ironing service for all types of fabric. In addition to personal garments, we do cleaning of the special items such as: carpet cleaning, upholstery cleaning, curtain cleaning etc...

 

Do I need to prepare my laundry or sort it ahead of time?

It is recommended to keep it ready, however our pickup team will help you at the time of pick up as they have to ensure they are picking up the right cloths as ordered online and ensuring that no item has any defect. Don’t forget to tell our team if you have any special processing items (Delicate wash, sanitizing wash, stain treatment, etc.).

 

When will I get my clothes back?

It depends on how you have selected our service; our options cover all your requirement, ranging from same day delivery (express service) to next day delivery (24 hours) & regular delivery (48 hours).

 

What if I can’t be home for my scheduled pick-up or drop off?

It is better that someone from your side can be present at the time of collection and delivery so in case we do find any defect in the garments which needs your attention and approval.

 

I have allergies, do you use allergen free products?

Be sure to inform us of any allergies to laundering and cleaning products you have. We always offer a hypo-allergenic option free of charge!

 

Do you do dry cleaning?

Yes! We do, however you have to mention it to our pickup team. However, we will work according to the instructions given on the care label by the manufacturer and will inform you to get your approval before processing

 

Can you hand wash items?

Yes, we do! However, we recommend you to let our pick up team know about your special instructions.

 

How do I handover my laundry to your team?

We recommend to keep it ready in a bag. At the time of a pickup, our team will categorize your laundry, as per your booking order, using Agatha Laundry bags.

 

Are my clothes washed with other people’s clothes?

Your laundry is treated with utmost care and we do have different sizes of washing machines to handle different loads. Upon receiving your garments, we will see the load and assign a dedicated washing machine for it, if the load allows.

 

What if I am missing an item of clothing from my returned bag?

Upon receiving of your garments, please double check that the quantity sent for washing is accurately received. In case of any undelivered items, please notify us at 800 AGAT (2428) about the missing items listed on the order summary sheet within 48 hours of drop off. If your item is not located after further investigation, we will surely work on the corrective actions as per our Terms and Conditions policy.

 

What happens if I leave personal items in my pockets?

Our drivers will double check all pockets upon receiving the garments. We ask that you ensure all items have been removed from your pockets prior to pick-up. In the event that we do find items in your pockets, we'll return them inside a sealed bag along with your laundry.

 

How can I reschedule/cancel?

You may cancel your booking up until (but no later than) 48 hours prior to the scheduled Laundry pick-up time by calling our contact centre 800 AGAT (2428).

 

What different ways can I place an order?

You can place an order through our website www.agathaME.com and mobile app.

 

How can I request a cleaning of the items that are not on the list?

Items that are not listed in our booking page are considered as a Special Items. Once the booking for a special item is confirmed, we will pick-up the item, access it based on our expertise and quote the price for cleaning. You will receive the quotation email for your acceptance or rejection. In case of a rejection, processing fees will apply.