INTRODUCTION

• NPSM Specialized Cleaning Services LLC is a limited liability company registered in the 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- We will confirm our acceptance of your order in writing (e.g., via email or mobile messaging). If we are unable to accept your order, we will notify you in writing or by phone and will not charge you for the product/service.
• Payment- We accept payment by:
  • credit/debit card;
  • check
  • cash on delivery/service
• Cancelling Order
  • Less than 24 hours’ notice for cancellation of service will incur a 50% cancellation charge.
  • Additional hours will be charged and paid for at Dhs.30 per hour per man for idle time of the cleaning team. (Please understand that idle time is ineffective and postpones our other cleaning schedules. Please help us to give the best service to everyone by being prepared for our services). We do require a minimum of 3-4 hours of unobstructed access for maintenance
• Our Cancellation. We may cancel your order(s) if:
  • You failed to make any payment to us when it was 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 or products to you.

DELIVERY OF YOUR ORDER

• Delivery Costs-The delivery costs will be outlined 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 us 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.

• 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 designated individual, either the property owner or their representative, must ensure access to the property as scheduled and remain on-site for the entire duration of the NPSM staff visit.

• If the NPSM team arrives on time for a scheduled and confirmed appointment and cannot access the property, we will consider the service fulfilled and charge 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/Maintenance Service and cancels an appointment less than 72 hours before the scheduled date/time, the PPM or Service Maintenance will be considered ‘consumed’. Rescheduling a ‘consumed’ PPM/Maintenance will incur an additional administration fee of AED 200 to cover 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 dedicated to responding to both emergency and non-emergency callouts within the response times specified in the contract. However, NPSM will not be held liable for any damage (including water or fire damage) to the customer’s property that occurs between the time the callout request is received and the arrival of the NPSM team.

System/Equipment Malfunction 

If a system or equipment malfunctions, NPSM will investigate whether the issue is related to our work. If our work is found responsible, NPSM will repair the equipment at no cost to the customer. However, if NPSM recommends replacing a part or unit (such as an AC motor) and the customer insists on a repair instead, and the unit subsequently fails, NPSM will not be liable for any malfunction or resulting damage to the property or assets.

Use of Scaffold or Electric Lifting Equipment and Safety Issues

The use of scaffolding or lifting equipment necessary to access assets beyond the reach of standard ladders will incur an additional fee unless explicitly included in the contract. It is the client’s responsibility to ensure clear access for NPSM to set up scaffolding or lifting equipment. We prioritize safety and will not attempt access if there are safety concerns that could endanger our staff. NPSM will assist the customer in finding a solution to access such inaccessible locations.

Materials

Materials are subject to availability in the UAE. Items needed to complete a job will be charged at 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 etc., NPSM 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 up to one week after the contract expires, provided we receive written confirmation from the client of their intention to renew the contract.

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 through debit or credit card, bank transfer, cash or cheque:

• 50% advance, 25% after 6 months, 25% before the end of the contract

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

• Option 1: To establish a refundable credit on your account, from which NPSM can deduct applicable charges, we recommend depositing an amount equivalent to 10% of the annual contract value. Any remaining credit at the end of the contract period will be fully reimbursed or can be carried forward and topped up as needed for future use.
• Option 2: Please ensure all payments are made in advance of NPSM commencing the scheduled works.

If the customer disputes any amount on the invoice, they must notify NPSM in writing within 5 working days of receiving the invoice. Both parties will cooperate in good faith to promptly resolve the issue.

Failure to notify NPSM of any dispute in accordance with this clause will deem the invoice valid and properly presented unless the customer later proves a clear error in NPSM’s calculation of amounts owed. Except for any service credits owed to the client, the client agrees to pay NPSM’s invoices in full, without set-off, deduction, or counterclaim.

If any amount owed to NPSM under this agreement is not paid in full or by the due date, NPSM reserves the right (without prejudice to any other rights or remedies) to suspend the performance of its obligations under this agreement. NPSM will provide at least 5 working days’ notice to the customer, stating the reasons for the intended suspension. This right to suspend performance will cease once the customer makes full payment of the outstanding amount.

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.