Service – Terms & Conditions
The following terms and conditions shall be applicable to the services (excluding Annual Maintenance Contracts (“AMC’s”)) provided by ServeU LLC (“ServeU”) to its customer(s):
Please read these terms carefully before you make a payment for your service. By making a payment for service with ServeU, either by Credit/Debit Card, Online, App, Bank Transfer or Cheque (to be addressed to ‘SERVEU LLC’), you are agreeing to be bound by these Terms & Conditions with immediate effect.
Emergency services are available 24 hours per day, 7 days per week. The emergency contact number is 800 737 838.
Appointments for non-AMC Customers will be subject to the availability of the ServeU team.
SERVICES & Callouts
Customers will be charged a minimum callout fee of AED 135 + VAT. 1 call out includes up to 1-hour of labour only. Where the fault can be rectified within this 1-hour period, no additional charge will be placed, with the exception of any parts and/or civil/access works. If the rectification requires extra hours, or any civil, variation or additional parts, works or services, then this will be quoted for and charged separately, upon the Customer’s request and the availability of the ServeU team.
In the event that the Customer fails, for any reason whatsoever, to attend at the address provided to ServeU to carry out the services at the scheduled time, without providing ServeU with a minimum of 12 hours’ notice, ServeU shall be entitled to charge the full call out amount, unless it has been agreed to reschedule without charge.
Customers will be charged an inspection fee of AED 135 + VAT. Upon Customer acceptance of the quoted works, the inspection fee amount will be deducted from the total value payable by the Customer.
Quotations are valid for 30 days, after which the request will be closed. Thereafter, if for any reason the Customer choses to proceed with the work, then the quote will be subject to review.
In the event that the Customer fails, for any reason whatsoever, to attend at the address provided to ServeU to carry out the inspection at the scheduled time, without providing ServeU with a minimum of 12 hours’ prior notice, ServeU shall be entitled to charge the full inspection fee, unless it has been agreed to reschedule without charge.
Materials, Consumables and Spare Parts
Consumables such as grease, lubricant oil, silicon, sealant, cotton waste etc. are included. Any other parts, materials or consumables will be charged separately at cost plus 10%. Materials, consumables and spare parts are subject to availability in the UAE.
Liability for Losses AND DAMAGES
ServeU shall not be held responsible or liable for any losses of personal items / personal property, when carrying out work at a Customer’s property.
It is recommended that the Customer has adequate insurance in place to cover any damage to the property or its contents, regardless of cause, including but not limited to damages resulting from any direct or indirect actions of the ServeU team, water leakage, fire, and/or malfunctioning equipment/systems.
Should any damage to the Customer’s property/assets be found to be attributable to work carried out by ServeU, the financial liability to ServeU will be limited to the value of any amounts paid out by ServeU’s insurers.
Condition of Property Systems
If the AC, electrical, and plumbing systems at the property have not been maintained, resulting in their condition being sub-standard, ServeU will provide a proposal for initial corrective maintenance, which will be required prior to the commencement of any work. These costs will be charged separately.
Payment for the services provided by ServeU must be made in full before the commencement of services, via Credit/Debit Card, Online, App, Bank Transfer or Cheque, to be addressed to SERVEU LLC.
Payments for AMCs should be 100% in advance via Credit/Debit Card, Online, App, Bank Transfer or Cheque (to be addressed to SERVEU LLC), or monthly in advance using the customers registered credit or debit card.
Cancellation of services by a customer must be no less than 48 hours prior the appointment. Refunds of any amounts shall be at the sole discretion of ServeU and, in any case, be limited to the lesser of;
- the difference between the amount paid by the Customer and the minimum call-out charge; or
- seventy percent of the amount paid by the Customer.
Refunds will, at the sole discretion of ServeU, either be issued as cheques within thirty days from confirmation of the assessed refund value or as a credit value into the Customer’s ServeU Essentials mobile application wallet.
Customer shall allow at reasonable times agreed, access by ServeU employees and authorized subcontractors to the site for the purpose of carrying out the services, making arrangements for access and permits at no cost to ServeU.
Water and electricity required for any maintenance work being carried out will be provided by the Customer.
For all air-conditioning services, there must be a safe and secure means of access to all plant and equipment that requires maintenance. Any access requiring specialist equipment (including but not limited to scaffolding, hydraulic lifters, etc.) will occur an additional charge.
If destructive access (such as cutting through ceiling plaster or panels) is required for air-conditioning services, additional costs will be incurred by the Customer.
ServeU provides 14 days warranty on workmanship provided to fix faults
ServeU provides 30 days warranty on workmanship provided to install items supplied
For items supplied by ServeU, warranty is limited to the manufacturer’s warranty ONLY, and will not cover any services required in connection with the servicing or replacement of the item, unless such amounts are covered by the manufacturer’s warranty.
The Customer shall indemnify ServeU, its employees, affiliates, officers and directors, against its legal liability in respect of personal injury sustained by the staff of ServeU or any other person arising out of or in the course of or caused by the performance of the service unless caused due to any act of default or negligence of ServeU, its staff, agents or others for whom it is responsible.
ServeU shall not be liable for any direct or indirect damages, expense, cost, loss or loss of use, delay or claim or liability, howsoever arising, out of the performance of the services provided to the customer or due to any cause beyond its control or due to breakdown or periodic shutdowns, unless such loss or damage is caused directly by the willful misconduct or gross negligence of ServeU or its employees performing the service.
Any non-contractual obligations shall be governed and be construed in accordance with the laws of emirate of Dubai and the applicable federal laws of United Arab Emirates. Any disputes arising between Customer and ServeU shall be referred to the courts of Dubai for final adjudication.