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THH - Knowledgebase

UAE: Pure Air - AC Treatments


A) Price & Validation Questions:

May I please confirm the following details
- Which area is the property located in?
- Is the property an apartment or a villa?
- Are you experiencing any bad smells or technical issues with your AC?
- How many AC controllers or thermostats do you have?

If The Client Staying In a Non-Standard Areas, add the below questions to the probing:
- How many Areas are there? (Bedrooms, Living Rooms, Kitchen, Majles, Driver or maids room, etc) 
- What Is the height of the ceiling? I mean Can you reach the ceiling with a normal ladder?


B) Admin Questions:

Kindly share the following details to proceed with your booking:
- Full name
- Full address & pin location
- Email address
- Total number of bedrooms
- How did you hear about us?
- Will you be at the property during the treatment? If not, Who will be the authorized representative to make the payment at the end of the service?

Note: If the client is existing, Confirm the address

C) Consulting Questions:

- Anyone coughing, sneezing or experiencing headaches inside the house recently?
- Have you seen the condition of your internal AC unit beyond the vent ?
- When was the last time the AC was checked or treated by a professional company?

Inspection & Direct Quote Guide

For inspection refer to: Inspection Guidelines

Setting Client's Expectation 

AC 
“We will clean all accessible areas. Inaccessible areas may require extra access panels and additional cost.”
“Prices and time are estimated; final confirmation will be done the day before starting.”

Mold on AC
"If the ducts or liners inside your AC need extra care, the team may recommend replacement or coating, which we can quote separately."

Maintenance
"Please note that The Healthy Home handles only AC-related maintenance concerns. For non-AC issues, we recommend contacting a specialized provider."

Direct Bookings Guides:
1. 
Clients who have done AC cleaning in the same property (standard or non-standard area, <10 or >10 units):
  • Review Client History
  • Confirm Units (number & type)
  • Provide quote
  • Proceed with booking
  • Pay attention to: Access panels - Scaffolding - Non-accessible areas - Previous challenges 
  • Communicate proactively if special arrangements are needed: Non-accessible areas - Previous challenges - Changes post-validation
  • If the history is missing in ZCOM/CRM: check the CF history and transfer the case to an Estimation Agent if needed. Ask your supervisor for support, as supervisors have access to Zuper.
2. If the customer confirms mold is only on AC components (Existing Clients or New Client In Apartment or standard Villa)
  • Provide AC Cleaning Quote: Prepare and share the accurate quote with the client.
  • Proceed with Booking: Book the AC cleaning directly once confirmed.
  • Ensure you mention clearly in the additional notes that the main concern of the client is Mold.

Mold Test Inforgraphics:Click Here

AC: Certification:
​NADCA​
1) If customer asked: What is NADCA?
NADCA stands for "National Air Duct Cleaners Association"  which is the highest global authority for AC clearners

You can search for NADCA-certified companies here:
https://nadca.com/find-a-professional

 Scripts : 

“Just to give you peace of mind, our service is backed by international certifications from NADCA, IAQA, and ASHRAE. This means everything we do meets global standards for air quality, safety, and long-term effectiveness. And our technicians are trained and certified by the top organizations in the world, including QUADCA and IAC2 for mold and air quality, so you're truly in expert hands.”


AC Scope Comparison in English: Click Here
AC Scope Comparison in Arabic: Click Here
AC: Treatment Options
Method Statement ⚠️Method Statement should not be shared with clients unless approved by your supervisior
1- Full AC Deep Cleaning & Sanitization. Click Here 
2- Premium Duct cleaning & Sanitization. Click here
--------------------------------------------
Upon request:
  • Main Cooling Unit Deep Cleaning & Sanitization.
  • Split & Window type
  • Air Quality Test: Click Here
  • AC Annual Aftercare Contract: Click Here
  • Kitchen Hood/Ducts - Click Here

Indoor Air Quality (IAQ) Inspection

1. Service Overview

An Indoor Air Quality (IAQ) Inspection assesses the condition of indoor air by identifying possible pollutants, allergens, humidity issues, and other factors affecting air quality, with clear guidance on suitable solutions if improvement is needed. The inspection assesses environmental conditions that may affect comfort, air quality, allergies, respiratory wellbeing, and overall indoor health. It combines air quality measurements with observations across ventilation, AC systems, humidity, dust accumulation, and potential mold risks.

2. When to Consider an IAQ Inspection

  • Musty smells.
  • Frequent dust buildup.
  • Allergy-like symptoms indoors.
  • High humidity.
  • Poor airflow.
  • Discomfort even when the AC is running.
An inspection helps identify possible causes and guides the client toward the right solution.

3. What’s Included
  • On-site inspection by a trained specialist.
  • Measurement of key air quality indicators: fine dust particles (PM2.5 and PM10), carbon dioxide (CO₂), odor and chemical levels (TVOC), and humidity levels. The website also refers to comfort indicators.
  • Inspection of air circulation, including airflow, ventilation, fresh air circulation, and exhaust systems.
  • Visual checks of AC components and accessible duct areas, including observations of dust buildup, cleanliness, and maintenance conditions.
  • Identification of possible issues such as mold presence, mold and moisture risks, excess humidity, poor ventilation, dust buildup, and air leaks.
  • Identification of factors contributing to odors, dust, stuffiness, and indoor discomfort.
  • Clear explanation of findings during the visit.
  • Professional report with findings, possible causes, and recommended solutions.

4. Good to Know
  • This is a non-invasive inspection, meaning no dismantling is required.
  • Results reflect the indoor air quality at the time of the visit.
  • Proper inspection depends on system availability. AC, fresh air, and exhaust systems should be operational.
  • Indoor air quality is influenced by multiple factors, including ventilation, maintenance, and daily activities inside the property.
  • If any part of the air system is not functioning properly, it can affect the overall air quality.

5. What’s Not Included
  • AC cleaning, repairs, or maintenance work.
  • Mold removal or disinfection treatments.
  • Opening or dismantling of AC systems or ceilings.
  • Laboratory testing, unless requested separately.

7. Frequently Asked Questions

What is an Indoor Air Quality Inspection?
An IAQ Inspection assesses the condition of the air inside your home by measuring key indicators such as fine dust particles, CO2, chemical odors, humidity, and ventilation performance. It helps identify potential issues such as poor airflow, excess humidity, dust buildup, mold, or other factors that may affect indoor air quality.

What is included in the Indoor Air Quality Inspection service?
The service includes an on-site inspection by a trained specialist, measurement of key air quality indicators, inspection of fresh air and exhaust systems, visual checks of accessible AC components and duct areas, and a professional report with findings, possible causes, and recommended solutions.

Why does my home feel stuffy or smell musty even when the AC is working?
A stuffy or musty feeling can be caused by poor ventilation, excess humidity, dust buildup, mold presence, or limited fresh air circulation. Even if the AC is cooling properly, it may not always mean the indoor air quality is healthy or balanced.

How do I know if my indoor air quality needs to be checked?
You may consider an inspection if you notice musty smells, frequent dust buildup, allergy-like symptoms indoors, high humidity, poor airflow, or discomfort even when the AC is running. An inspection helps identify possible causes and guides you toward the right solution.

Website page: https://service.thehealthyhome.me/en/ae/inspection-all-details   
Treatment options & FAQs

NEW AC Cleaning Website Page: 

https://service.thehealthyhome.me/en/ae/acservicedetails

Documents & Media

AC Preset Quotes On Sales IQ: 

These preset quotes are designed to:
- Save you time by eliminating the need to draft or customize messages for standard cases.
- Reduce errors and ensure consistent information is sent to every client.
- Make chats smoother by giving you pre-approved, ready responses with all details included.

For clients, this improves their experience by:
- Faster response times (they get all information in one go, without delays).
- Clear, professional communication with easy-to-read service details.
- Confidence in booking as they see both options with supporting videos upfront.

How to use?
- Always send the preset quotes together with the videos for Option 1 and Option 2.
- You still need to create and send the ZOHO /Zuper Quotes to collect the prepayment.
- Before sending the quotes, make sure to send a brief introductory message. A canned response has been created in Karix for this:
“Thank you for sharing the details. I’ll send you all the information about the two service options we offer. We usually recommend the first option for routine duct cleaning, and the second option if there’s any smell, mold issue, or if it’s been more than a year since your last AC cleaning.”
For any other queries not covered by the preset quotes, please follow the normal process of providing the client with a system-generated quote directly.

Full AC - Technology
1- Using two different Spanish machines at the same time: Rotor brush that removes all the dust inside the duct while the three-Stage HEPA Filtration vacuuming machine removes all particles.

2- We use Australian Eco-friendly products to sanitize and eliminate germs and molds.
AC: Technology - FAQs
1) If customer asked, what is the product/ Machine names (Full AC Option)?
A) Teinnova (Brush & Vacuum)
B) Gel Air Solution (Sanitizer product)
C) B&G flex-a-lite 2600 fogger (Sanitizer Machine)
-Note: Gel Air Block that we use for upsell is different from Gel Air Solution.

2) If customer asked, what is the product/ Machine names (Premium Option)?
A) Air Care (Brush & Vacuum)
B) Gel Air Solution (Sanitizer product)
C) B&G flex-a-lite 2600 fogger (Sanitizer Machine)
-Note: Gel Air Block that we use for upsell is different from Gel Air Solution.

3) If customer asked, what is the product/ Machine names (Split/Window AC)?
NA
Premium Duct - Technology
1- Using the Duct Master American machine that will do both brushing and vacuuming of the dust

2- We use Australian Eco-friendly products to sanitize and eliminate germs and molds.
Split/Window AC - Technology
1- Fogging Machine.
2- Low Pressure Washer
3- Hand Sprayer
4- Water Bucket.
5- We use Australian Eco-friendly products (Gel Air) to sanitize and eliminate germs and molds.
Full AC Treatment - Frequency
Recommended every 1 year.
Premium Duct Treatment - Frequency
Recommended every 6 months.
Main Cooling Unit Treatment - Frequency
Recommended every 1 year.
Split/Window Type Treatment - Frequency
Recommended every 1 year.
AC: Benefits

Better breathing and cooling efficiency that will help to reduce the energy bill.

AC Consult Facts

Facts:

1) We spend around 90% of our time indoors, where indoor pollution triggers and worsens allergic diseases.
2) the indoor air is 2% to 5% more polluted than outdoor and this is confirmed as per U.S Environmental Protection Agency (EPA), 
https://www.epa.gov/
Pricing & Duration: 





AC New Calculator Update: ( Effective 16/10/2025) 

  • AC cleaning prices will be based on the number of units only, regardless of unit type.
  • If a client resides in a non-standard property, they will be charged separately for any extra areas covered by the AC unit(s).
Accordingly, we created a new  line item for the additional areas charges in Quote Creator, ZCOM, and Zuper.
  • Line Item Name: Additional Coverage Area
  • Description: “Covers cleaning of extra rooms/areas connected to the same AC unit beyond the standard room coverage.”

Agent Rebuttal Script (if clients ask): 
  • Client: “Why am I being charged for additional areas? Isn’t it already included in AC cleaning?”
  • Agent Response: “Our standard pricing is based on each AC unit covering up to two rooms. In your case, some units are covering more than two rooms, which means extra areas connected to that unit also need to be cleaned thoroughly. To keep it fair, instead of increasing the unit price for everyone, we only add a charge when a property has these additional areas. This way, you’re paying exactly for the actual work needed in your home, nothing more.”

Full AC - Disclaimer: 
  • Please note that the price and duration are estimated.
  • On the day of the treatment, the experts will need full access for the home as they will revalidate everything before starting the job.
  • The team will reconfirm: 
  1. Number of units.
  2. Unit Type.
  3. Exact Treatment Duration.
  • The external unit is not included in the scope of work. However, it could be add-on as per client's request. 
  • If the ducts or liners inside your AC need extra care, the team may recommend Liner replacement or coating, which we can quote separately.
  • The team will coordinate with you at the day of the treatment, otherwise, please let us know who the authorized person to follow up with.
  • We will clean all accessible areas. Inaccessible areas may require extra access panels and additional cost:
Access panel: is cutting on the sealing to access unreachable areas to clean.
  • If access panels are needed, an additional cost of 250 AED per panel + VAT & service fees.
  • Paint around the grills and access panels that requires paint will be provided in Pure White color. 
Disclaimer: Click Here
Customer Expectations: Click Here
Access Panel Video English: Click Here
Access Panel Video Arabic: Click Here
AC Disclaimers - FAQs

Client Asks: Why do you need to revalidate a job that was already inspected?
Or: Why did the team find mold in the duct after removing the grills, when an inspection was already done?

Please note that the team will still need to revalidate the job, as the inspector did not have the capability to remove the grills and check accessibility during the initial inspection.

Client Asks: Why if there is mold you will not proceed with AC job?

In case duct liner is highly mold effected, the team will not proceed with the treatment as this may cost the molds to spread and affect other areas and affect the family health.

Note: For mold & duct liner jobs, the client should not be in working area during the job for their health.

Client Asks: What is color name or code that we will use to paint the access panel?
Jotun - RAL 9010
If painting of property is old even if it is same color code, it will still look different.

Client mentioned: My painting is not white:

If another color is required, please arrange the paint you need on the same day of the treatment and we will do it for you.

 If client will do one unit only and there is more than one unit:
  • Make sure that there is a clear point of contact for field team to coordinate which unit.
  • If point one cannot be done, make sure you write proper description of where is this unit exactly or let customer send a video. 

If the client specifically asks for the mold count:

We need to hire a 3rd party laboratory to check the mold count. 
Our sensor detects PM2.5 and PM10. Those two parameters detect general types of air-borne particles such as fine dust and dirt particles, mold spores and other small particles that are 2.5 micrometers and 10 micrometers in size but not specifically the count of mold.

Refer to Air Quality Test Here

For estimators: If source of the mold is not treatable from our end (Example: Pipe leakage from under the sink, major cracks on walls causing mold... etc):

The customer should be informed that source should be fixed by a third party (not us) for our treatment to be efficient.
Premium Duct - Disclaimer: 
  • Please note that the price and duration are estimated.
  • On the day of the treatment, the experts will need full access for the home as they will revalidate everything before starting the job.
  • The team will reconfirm:
    1. Number of units.
    2. Unit Type.
    3. Exact Treatment Duration.
  • If the ducts or liners inside your AC need extra care, the team may recommend Liner replacement or coating, which we can quote separately.
  • The team will coordinate with you at the day of the treatment, otherwise, please let us know who the authorized person to follow up with.
  • No access panels or cutting to access are required.

Disclaimer: Click Here
Customer Expectations: Click Here

 Duct Liner Replacement  Disclaimer: 


Script: 

"After the liner replacement, there will be a slight increase in air noise that will occur due to a different type of material that we install in the duct. However, it has more health benefits compared to fiberglass. Polyolefin duct liner is anti-fungal and it has a very less moisture absorption level (2.03% - 2.7%) which means very less chance of mold growth."


 For duct liner replacement, the team uses Aerofoam Glue product and the disclaimer should be addressed to clients: 


"There will be a smell and for the next 2 days only for an hour each day you need to keep your doors and windows open and keep the AC on for the smell to go away. The ventilation will help to get rid of the smell"


Please note that for duct liner replacement, do not be present in work area to avoid health issues.

AC: Up-Sell: 
Priority 1: Annual After Care Contracts (AAC) 
Click Here for more detail
Click Here for Annual After Care Contracts (AAC) PDF

Booking Notes:
A) AAC visits to be booked under inspectors.

Priority 2: Gelair Block
It's an australian-chemical free-block of gel, that attacks molds, bacteria, and viruses leading to improved indoor air quality.


Booking Notes:
A) Each Gelair block cost 140 AED + SC & VAT per unit.
B)Gel Air is 100% effective when used with a full AC treatment.

B) For coil cleaning or Premium duct cleaning, Gel Air can be offered as an up-sell, but it won’t provide the maximum benefit compared to a full AC cleaning, which is the recommended approach.

C) If Gel Air is booked standalone without AC cleaning, a labour charge of AED 100 will apply if 3 or fewer Gel Air blocks are sold.



References: 
Gel Air Calculator: Click Here
Gel Air PDF: Click Here
Gelair™ Products PDF: Click Here
Gelair™ Blocks - Installation Guide PDF: Click Here
Gel Air Block Video English: Click Here
Gel Air Block Video Arabic: Click Here

Priority 3: Air Purifier Click Here


Upon Request: AC Air Deflector 

An AC deflector is a device or accessory that we can attached to the AC grills to redirect the airflow. Its main purpose is to improve comfort and control where the air blows, especially when:

  • The AC is blowing air directly onto people, causing discomfort.

  • You want to distribute cool or warm air more evenly across a room.

  • You want to avoid drafts in certain areas.


Booking Notes:

A) AC Deflectors come in different types depending on the AC model and client needs, with a price range of AED 100–120 per piece.

B) Clients can purchase them via the e-shop, or they can be booked by Estimation or Validation following a recommendation from an Inspector or Team Leader regarding the appropriate type.

C) If an AC Deflector is booked standalone without AC cleaning, a labour charge of AED 200 per hour will apply for installation, regardless of the number of pieces booked.
D) Both AC Field Teams and Inspectors are trained and skilled to Install the AC Defleclors.


References: 
AC Deflector Calculator: Click Here 
AC Deflector Flyer (Redirect the client to the e-shop): Click Here
AC Deflector Video: Click Here

AC: Cross-sell: 
Priority 1: Water tank (Villa only) -Deep Cleaning if client mentioned that he is moving to new home.

Priority 2: Soft Furnitures.

Priority 3: Annual Maintenance Contract: Click Here

AMC Contract Booking Guidelines: 

1. New Clients:

  • AMC contracts should be booked only after a Maintenance Inspection has been completed.

  • This ensures proper assessment of unit type, unit accessibility and unit count before the contract is confirmed.

2. Existing Clients with Recent Service:

  • If AC cleaning has already been done for all units by our company previously and the client is interested in an AMC (Basic or Premium), you may book the contract directly if you unit type is clear, skipping the Maintenance Inspection.

3. Service Scope:

  • AMC contracts are limited to AC units only (leakages, cooling issues, breakdowns).

  • Plumbing and electrical services are not included and should not be promised to clients under AMC.


4. Basic vs Premium: ⚠️Don't share the table with the client


AMC Flyer: Click Her


1. What is a liner replacement service? 
Liner replacement involves removing old or damaged liners from surfaces (e.g., water tanks, AC ducts, pools) and installing new liners to ensure optimal functionality, hygiene, and protection.

2. Why would I need a liner replacement? 
Liner replacement may be necessary due to wear and tear, cracks, leaks, mold growth, or if the liner no longer meets hygiene or safety standards.

3. When should I replace my duct liner? 

Common signs that it's time to replace the duct liner include:
- Visible cracks, leaks, or tears in the liner.
- Persistent odors or mold growth.
- Reduced performance of the system (e.g., water quality or AC efficiency).

4. Do I need to do AC cleaning before my duct liner replacment? 
This service can be done separately but it is recommended to have the AC cleaning or Full AC earlier so that the dust does not contaminate the new liner.

5. What is the process for replacing a liner? 
The process includes:
- Initial inspection to assess the liner's condition.
- Removal of the existing liner.
- Surface preparation and cleaning.
- Installation of the new liner.
- Final nspection and quality check.

6. How long does the liner replacement process take? 
The time depends on the size and complexity of your AC ducts, but most replacements are completed within 4-8 hours.

7. Will there be any smell after the liner replacement?
If a protective coating is applied, there may be a slight odor that dissipates within 1-2 days with proper ventilation.

8. What are the Certifications for this service?  
1. IAC2 (International Association of Indoor Air Consultants)
2. NADCA (National Air Duct Cleaners Association)
3. IAQA (Indoor Air Quality Association)
4.- Member of InterNACHI (International Association of Certified Home Inspectors)

Important Notes Related to Liner Coating, Duct Liner Replacement, and Cabinets Sanitization: 

    Duct Liner Coating: 
  • This service needs to be done AFTER the Premium Duct Cleaning or Full AC and should not be booked alone. Reason is because the dust and dirt from the blower and duct will stick on the coating and will reduce the effectiveness of the coating.

    Duct Liner Replacement:
  •  This service can be done separately but it is recommended to have the ac cleaning or Full AC earlier so that the dust does not contaminate the new liner.
  •  The Process here involves removal of the existing damaged liner, scrubbing the duct from the old adhesive, wiping and vacuuming the surface of the duct, and finally application of the new liner. Please note that the duct is not sanitized in the process as the new liner will not stick to the duct.

    Sanitization and Disinfection of Cabinets:
  • This Service should be done separately and not be booked together with other jobs (ie: Liner/Premium/AC Teams) as they are fully covering the areas with plastic and will not provide access to do the sanitization/disinfection works.
  • While booking this service, the client needs to be informed that the Cabinets need to emptied from their personal belongings prior to proceed with the job.
What are the products used ? 
- EPA-Registered Disinfectants: Effectively kill bacteria, viruses, mold, and mildew on surfaces for a healthier home.
- Gelair™ Tea Tree Oil Products: Natural mold control and air purification, keeping your air clean and fresh.
- Aerofoam Acoustic Duct Liner: Reduces noise and improves air duct performance.
- Aerofoam XLPE Glue: Ensures a secure and long-lasting installation.

Frequency: 
As needed based on mold condition


Benefits: 
- Removes Molded Duct Liners: Stops mold from spreading through your home’s air.
- Improves Air Quality: Healthier, cleaner air for better breathing.
- Potential Cooling Efficiency Gain: The new material may improve cooling performance.
Note: You may notice a slight increase in airflow noise compared to the old liner, which is normal with the new material.

Disclaimer: 
  • After the liner replacement, there will be a slight increase in air noise that will occur due to a different type of material that we install in the duct. However, it has more health benefits compared to fiberglass. Polyolefin duct liner is anti-fungal and it has a very less moisture absorption level (2.03% - 2.7%) which means very less chance of mold growth.
  • There will be a smell and for the next 2 days only for an hour each day you need to keep your doors and windows open and keep the AC on for the smell to go away. The ventilation will help to get rid of the smell.
  • Please note that for duct liner replacement, It is not recommended to be present at the work area to avoid any possible health risks.


Media To Be Shared With Clients: 

Duct Linar Video: Click Here

Digital Explainer Flyer : Click Here


Method Statment: ⚠️Method Statement should not be shared with clients unless approved by your supervisior

Duct Linar Restoration SOP: Click Here


Booking guidance:

 Service Type Condition and Setting of Expectations Which Team to Book Note to Coordinators
 
Liner Coating (< 1000 AED) and Full AC Cleaning
       Schedule both jobs together with the Full AC Team. Add a duration of 2 hours in addition to the Full AC Job.       Full AC Team (P1 Jerick)       Ensure Carpenter is scheduled in the job along with a lineman.
       Liner Coating (> 1000 AED) and Full AC Cleaning       Full AC team will do the AC Full Cleaning first, followed by a liner team to do the Coating (Independent job).       Liner Team        Nothing specific.
       Liner Coating with Premium Duct Cleaning       Recommended to do Premium Duct Cleaning first before the coating.       Liner Team       Nothing specific.
       Liner Coating Stand Alone       Not possible to book without Premium Duct Cleaning, Full AC Cleaning, or Coil Cleaning. Special Approval: Unless confirmed by the inspector that the AC is clean.       No Team       Nothing specific.
       Liner Replacement       This job can be booked separately and independent of the Full AC Cleaning, Coil Cleaning, or Premium Duct Cleaning. Can be booked either before or after the Full AC / Coil / Premium job.       Liner Team       Nothing specific.