Terms of Service

By accessing or using the AlFazzah platform (the "Platform"), including our website, mobile applications, WhatsApp chatbot, and all related services, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform.

AlFazzah reserves the right to modify these Terms at any time. We will notify users of material changes via email or in-app notification. Your continued use of the Platform after modifications constitutes acceptance of the updated Terms.

These Terms apply to all users across our operating markets in the GCC, including the United Arab Emirates, Saudi Arabia, Qatar, Bahrain, Oman, and Kuwait.

AlFazzah provides a platform for booking professional home and office maintenance services across the GCC region. Our service categories include:

• AC/HVAC maintenance and installation
• Plumbing, electrical, and handyman services
• Professional cleaning and pest control
• Painting, carpentry, and home renovation
• Appliance repair, locksmith, and moving services
• Pool maintenance, gardening, and smart home installation

All services are performed by AlFazzah's in-house, employed technicians. We are not a marketplace and do not connect users with independent contractors. Every technician is trained, certified, and covered by our liability insurance.

Services can be booked via our website, mobile application, or WhatsApp chatbot. Both one-time bookings and recurring subscriptions are available.

To book services, you must create an account by providing accurate and complete information. You may register using email or WhatsApp OTP verification. You are responsible for:

• Maintaining the confidentiality of your account credentials and OTP codes
• All activities that occur under your account, including bookings and payments
• Notifying us immediately of any unauthorized access or use
• Ensuring your contact information (email, phone, address) is current and accurate

You must be at least 18 years old to create an account. AlFazzah reserves the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or abuse our services.

Account data is retained per our Privacy Policy. You may request account deletion at any time by contacting support.

When you book a service through the Platform:

• You agree to provide an accurate service location, including building/villa details and GPS coordinates when prompted
• You (or an authorized adult) must be present at the service location during the scheduled appointment
• Service durations are estimates and may vary based on the complexity of work discovered on-site
• AlFazzah may reassign technicians as needed for scheduling efficiency or specialization requirements
• Technicians may decline to perform services in unsafe, unsanitary, or inaccessible conditions

Subscriptions

Recurring service subscriptions are available with weekly, bi-weekly, or monthly frequencies. Subscriptions can be paused, resumed, or cancelled from your account dashboard. Cancellation takes effect at the end of the current billing cycle.

Estimates & Additional Work

If a technician identifies additional work needed during a visit, they will submit a formal estimate through the Platform. Additional work will only proceed after you review, approve, and authorize payment for the estimate. You are never charged for unapproved work.

All prices are displayed transparently on the Platform before booking confirmation. Your total includes:

• Base service fee as listed in the service catalog for your city
• Applicable VAT as per local regulations (e.g., 5% in UAE, 15% in Saudi Arabia)
• Any selected add-on services or materials
• Promo code discounts, if applied

Hourly Services

For hourly-rate services, the final charge is calculated based on actual time spent, with a minimum of 60 minutes and 30-minute blocks thereafter. Your technician will log work sessions with GPS-verified check-in and check-out times.

Payment Methods

Payments are processed securely through Checkout.com, a PCI-DSS Level 1 certified payment processor. We accept major credit and debit cards. You may also use your AlFazzah wallet balance for full or partial payment. By providing payment information, you authorize AlFazzah to charge the agreed amount.

We support multiple currencies including AED, SAR, QAR, BHD, OMR, and KWD. Pricing is always displayed in the currency of your selected country.

You may cancel or reschedule a booking through the Platform:

• Free cancellation: More than 2 hours before the scheduled service time — full refund issued
• Late cancellation: Within 2 hours of the scheduled time — a cancellation fee may apply
• No-show: If you are not available at the service location at the scheduled time, you may be charged the full service fee

Refunds

Refunds for completed services are evaluated on a case-by-case basis. If you are unsatisfied with the quality of work, you must contact support within 48 hours of service completion. Approved refunds are processed to your original payment method or AlFazzah wallet within 5–10 business days.

Subscription Cancellation

You may cancel a recurring subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for the remaining days of the current cycle.

AlFazzah is committed to delivering premium-quality services. Our guarantee includes:

• All technicians are professionally trained, certified, and have completed background checks
• Every service visit is covered by our comprehensive liability insurance
• Workmanship warranty included (duration varies by service category)
• Free re-service if the original issue recurs within the warranty period
• GPS-verified check-in/check-out for transparent service tracking
• Post-service quality review with customer ratings and feedback

If our service does not meet your expectations, contact us within 48 hours and we will arrange a resolution, including re-service or refund where appropriate.

When using the Platform and during service delivery, you agree not to:

• Provide false, misleading, or incomplete information
• Harass, threaten, discriminate against, or abuse our technicians or staff
• Attempt to circumvent the Platform to deal directly with technicians
• Use the Platform for any unlawful or unauthorized purpose
• Interfere with the operation, security, or integrity of the Platform
• Post fraudulent, defamatory, or manipulative reviews or ratings
• Share your account credentials or allow others to use your account
• Exploit promo codes, referral programs, or wallet features fraudulently

Violation of these conduct rules may result in account suspension, termination, and/or legal action at AlFazzah's discretion.

All content on the Platform, including but not limited to text, graphics, logos, icons, images, audio, software, the AlFazzah brand identity, and the overall design and user experience, is the exclusive property of AlFazzah and is protected by UAE and international intellectual property laws.

You may not:

• Reproduce, distribute, or create derivative works from any Platform content
• Use the AlFazzah name, logo, or branding without written permission
• Scrape, crawl, or extract data from the Platform by automated means
• Reverse-engineer or attempt to access the source code of the Platform

By creating an account, you consent to receive service-related communications from AlFazzah through:

• Email: Booking confirmations, invoices, receipts, and account updates
• WhatsApp: Service status updates, technician assignment notifications, and OTP codes
• In-app notifications: Real-time alerts within the Platform

You may manage your notification preferences from your account settings. Service-critical notifications (booking confirmations, payment receipts, security alerts) cannot be disabled and are required for Platform operation.

We will never send marketing communications without your explicit opt-in consent.

AlFazzah offers recurring service subscriptions for regular maintenance. By subscribing, you agree to the following:

• Subscriptions auto-renew at the selected frequency (weekly, bi-weekly, or monthly)
• Pricing is locked at the rate confirmed at the time of subscription creation
• You may pause your subscription temporarily and resume at any time
• Cancellation must be initiated before the next billing cycle to avoid charges
• AlFazzah may pre-assign a regular technician for consistency, or rotate as needed

Subscription modifications (frequency changes, address updates, add-on adjustments) can be made from your account dashboard and take effect from the next scheduled visit.

To the maximum extent permitted by applicable law, AlFazzah shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform or our services, including but not limited to:

• Loss of profits, data, business opportunity, or goodwill
• Service delays caused by factors beyond our reasonable control
• Interruptions to Platform availability due to maintenance or technical issues
• Actions of third-party service providers (payment processors, communication partners)

Our total aggregate liability for any claim shall not exceed the amount paid by you for the specific service giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

AlFazzah strives to maintain continuous Platform availability but does not guarantee uninterrupted access. The Platform may be temporarily unavailable due to:

• Scheduled maintenance (we will provide advance notice when possible)
• System upgrades and security patches
• Force majeure events beyond our control

We are not liable for any loss or inconvenience caused by temporary Platform unavailability. Service bookings already confirmed will not be affected by Platform downtime.

These Terms are governed by and construed in accordance with the laws of the United Arab Emirates. For users in other GCC countries, local consumer protection laws may also apply to the extent required.

Any dispute arising under these Terms shall first be addressed through good-faith negotiation. If unresolved within 30 days, disputes shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

For questions, concerns, or disputes regarding these Terms of Service, please contact our Legal team:

• Email: legal@alfazzah.com
• General support: support@alfazzah.com
• Address: Business Bay, Dubai, United Arab Emirates

We aim to respond to all legal inquiries within 30 calendar days.