Privacy Policy

Terms & Conditions

INTRODUCTION

  • N P S M Specialzied Cleaning Services LLC is a limited liability company registered in United Arab Emirates
  • Please read these terms carefully before you submit your order for the service. By placing an order on the Site, you are agreeing to be bound by these Terms of Sale with immediate effect.

ORDER ACCEPTANCE

  • Order Acceptance- Our acceptance of your order will take place when we notify you of our acceptance in writing (e.g. by email or mobile messaging). If we are unable to accept your order, we will inform you of this in writing or through a call and will not charge you for the product.
  • Payment- We accept payment by:
    • credit/debit card;
    • check
    • cash on delivery/service
  • Cancelling Order-You may cancel your order immediately prior to 1 hour of scheduled service for any reason.
  • Our Cancellation.We may cancel your order(s) if:
    • You do not make any payment to us when it is due;
    • You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service; or
    • you do not, within a reasonable time, allow us to deliver the service products to you.

DELIVERY OF YOUR ORDER

  • Delivery Costs-The costs of delivery will be displayed to you in our proposal/quote
  • Delivery Date. As agreed in the Proposal/quote
  • Delivery Delays:
    • if our supply of the services is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay;
    • if no one is available at your address to take service, we will notify you of how to reschedule the service date ;
    • If you do not contact for rescheduling or if, after a failed visit to you, you do not reschedule the service date, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or reschedule the service, we will cancel your order.

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  • Invoice- We will issue an electronic invoice for your purchase and send such invoice to the email address you provided to us.
  • Contacting us (arrange a Cancellation).You may contact us through  971 4 591 0595

 

 

General

Property Access and Owner/Tenant Responsibility During On-Site Work

  • A responsible person, whether this be the property owner or a representative of the property owner, should enable access to the property as agreed/scheduled, and be present at the property for the duration of the time spent at the property by NPSM staff.
  • If the NPSM Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, we will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property may be due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.

Cancellation of Scheduled PPM Appointments

If a customer confirms a schedule for a PPM, and cancels a scheduled appointment less than 72 hours in advance of the scheduled date/time, the PPM will be treated as ‘consumed’. Should the customer wish to reschedule a ‘consumed’ PPM, there will be an additional administration fee of AED 200, to compensate for the lost time of the designated PPM team.

 

Liability for Losses

In the highly unlikely event that the representatives of NPSM have given cause for suspicion that the customer’s personal belongings have been interfered with, or removed from the property, and this is brought to the attention of the management, NPSM will conduct a full investigation to ascertain the facts. NPSM shall not be held responsible or liable for any losses of personal items/personal property, should the investigation find that there is no evidence that the loss is attributable to NPSM. Tenants/owners should always secure high-value items.

 

Callout Response Times

NPSM is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the contract. NPSM will not be held responsible for any damage (including that caused by water or fire) to the customer’s property, in the intervening time between the receipt of the callout request by the customer, and the arrival of the NPSM team.

 

System/Equipment Malfunction 

Where a system/equipment is malfunctioning, NPSM would investigate whether or not the malfunction was attributable to the work carried out by us. If this was the case, NPSM would fix the equipment at no charge to the customer. However, where NPSM recommends a new replacement part/unit, e.g. an AC motor, and the customer will not provide approval, insisting instead on a repair and, subsequently, the unit fails, NPSM will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

 

Limited Liability for Damage to Property/Assets

During the contract period, should any damage to the customer’s property/assets be found to be attributable to work carried out by NPSM, and/or failure to carry out contracted maintenance, the financial liability to NPSM will be limited to the value of the works, to a maximum value of AED 5,000, or the value of the settled insured amount.

 

 

Use of Scaffold or Electric Lifting Equipment and Safety Issues

The use of scaffold or lifting equipment to reach assets, which cannot be reached by normal ladders, will be charged to the customer as an additional fee to the contract fee, unless this fee is specified as included in the contract fee. It is the client’s responsibility to ensure that there is clear access for NPSM to erect the scaffold/lifting equipment. We will not access locations on the premises if there is a safety issue that can put our staff at risk. NPSM will help the customer to try and find a solution to accessing these types of inaccessible locations.

 

Materials

Materials are subject to availability in the UAE. Those items that are required to complete a job will be charged at the cost price plus 15%.

 

Provision of Incorrect Information by the Customer

If the information on the property provided by the customer is incorrect, eg. the number of rooms in the property, the non-inclusion of relevant maid or driver rooms, the wrong size of water tanks or etc., H&G will have the right to revise the price charged to the customer accordingly.

 

 

 

 

 

 

 

 

 

 

 

Cancellation of a Contract by a Customer

The term of this Agreement shall be for one year beginning upon approval by both Parties Effective Date (the “Initial Term) until terminated.

  • The Client may terminate the agreement at any time by providing one month’s written notice and a penalty of 1 month will be levied.

 

Contract Auto Renewal

Upon expiration, this agreement shall automatically renew for a period of one year.

Cancellation of a Contract by NPSM

Failure to promptly settle invoice charges may result in either suspension or discontinuation of all services provided in the maintenance contract.

 

Services to Customers for Expired Contracts

NPSM will provide emergency callouts for a maximum of one week after the expiry of the contract, on the proviso that written confirmation of the intention to renew the contract is received from the client.

Expiry of Contracts

After the expiry date of the contract, NPSM cannot be held responsible for the condition of the assets at the customer’s premises.

 

Payment/Legal Terms

Payment for an annual contract will be made in advance through debit or credit card, bank transfer, or cheque using any of the following options:

  • Payment of the full annual contract value
  • Quarterly or biannual payment (including post-dated cheques made payable to ‘Farnek Services LLC’

Payment for materials or additional works not covered by the contract can be through any of the following options:

  • Option 1: Register a credit card on-line and, once we receive your authorization to pay for the above, we will deduct any charges due.
  • Option 2: Deposit a refundable credit on your account, from which H&G can deduct charges due. We advise that 10% of the annual contract value be used as the measure for calculating the appropriate deposit. Any credit remaining on your account at the end of the annual contract period will be reimbursed to you in full, or can be carried forward and topped up, if necessary, for the future.
  • Option 3: Pay any monies due in advance of the works being undertaken by H&G

If the customer disputes any amount in the invoice, s/he must notify H&G in writing no later than 5 working days, following receipt of the invoice, and both parties shall cooperate in good faith to resolve the issue promptly. If the customer fails to notify H&G that it disputes all or part of an invoice in accordance with this clause, the invoice will be deemed valid and properly presented, unless the customer subsequently establishes that there is a manifest error in the way H&G has calculated the amounts owing under the invoice.

Save for any service credits due, and owing to the client, the client will pay H&G’s invoices in full, without any set-off, deduction, or counter claim.

Where any sum due and owing to H&G under this agreement is not paid in full, or is not paid when due, H&G shall be entitled (without prejudice to any other right or remedy) to suspend performance of its obligations under this agreement, by giving no less than 5 working days’ notice to the customer, stating the ground(s) on which it is intended to suspend performance. The right to suspend performance will cease when the customer makes payment, in full, of the amount due.

This Contract is subject to the laws of the Dubai International Financial Centre (DIFC). Any dispute arising out of, or in connection with this Contract, including any question regarding its existence, validity, interpretation or termination, shall be referred for amicable settlement by a nominated senior representative of each Party within ninety (90) days of a Party first giving notice of the dispute. If amicable settlement is not reached within such time period (or longer period agreed in writing by the Parties), it shall be referred to the exclusive jurisdiction of the Courts of the DIFC. In accepting this contract requesting our services, each party irrevocably submits to the jurisdiction of the DIFC Courts and waives any objection it may have to disputes arising out of, or in connection with this contract being heard in the Courts of Dubai International Financial Centre, on the grounds that it is an inconvenient forum. This contract shall be governed by and construed in accordance with the law of the UAE.