Terms of Service Your Agreement With Dubai Cooling Expert
Last Updated
May 2026
Effective Date
1 January 2025
Jurisdiction
Dubai, UAE
Governing Law
UAE Federal Law
Contact
privacy@dubaicoolingexpert.com
Contents:
The Agreement
These Terms of Service (“Terms”) constitute a legally binding agreement between Dubai Cooling Expert (“we”, “us”, “our”), a licensed HVAC services company operating in Dubai, United Arab Emirates, and you — any individual or business that uses our website, contacts us to enquire about services, or engages us to perform work.
By visiting our website at dubaicoolingexpert.com, sending us a WhatsApp message, submitting a contact form, or confirming a service booking, you agree to be bound by these Terms. If you are booking on behalf of a business or organisation, you represent that you have the authority to bind that entity to these Terms.
- Plain English Summary
Our Services
Dubai Cooling Expert provides the following services across Dubai, UAE. All services are subject to availability, geographic coverage, and the specific terms set out in your service confirmation:
| Service | Description | Residential / Commercial |
|---|---|---|
| AC Installation | Supply and installation of split, cassette, ducted, and VRF/VRV AC systems. All brands. | Both |
| AC Repair | Diagnosis and repair of all AC faults — error codes, refrigerant leaks, PCB, compressor, fan motor. | Both |
| AC Maintenance | Scheduled preventive service visits including filter cleaning, coil inspection, refrigerant check, and performance testing. | Both |
| AC Deep Clean | Chemical coil cleaning, blower wheel service, drain line flush, and antimicrobial treatment. | Both |
| Duct Cleaning | HEPA vacuum extraction of all air ducts, grilles, and accessible ductwork. Sanitization included. | Both |
| Duct Sanitization | EPA-approved antimicrobial fogging to eliminate mold, bacteria, and allergens from ductwork. | Both |
| Chiller Maintenance | Preventive and corrective maintenance for central chiller systems in commercial and high-rise buildings. | Commercial |
| Annual Maintenance Contract (AMC) | Scheduled service visits per year, priority emergency response, and discounted repair rates under a 12-month agreement. | Both |
Bookings & Appointments
How to book
- WhatsApp: +971 50 000 0000 — our fastest booking channel. Describe your issue and we will confirm availability and price within 30 minutes during business hours.
- Phone: +971 50 000 0000 — available 7 days a week, 8am–10pm.
- Website form: The contact form at dubaicoolingexpert.com/contact/ — we respond within 2 hours during business hours.
Same-day service is available across all Dubai areas when you contact us before 2:00 PM. Emergency 24/7 service is available at a flat surcharge of AED 100–150, which is applied to the final invoice — not as a percentage of the repair cost. The emergency surcharge is waived for active AMC contract holders.
For standard bookings, we provide an arrival window of 2 hours (e.g., “10am–12pm”). Our technician will WhatsApp you 30 minutes before arrival. We make every reasonable effort to arrive within the agreed window. In the event of unavoidable delay beyond our control (severe traffic, prior job overrun), we will notify you promptly and offer to reschedule or continue with the delay if you prefer.
- ℹ️ No Work Without Approval
Pricing & Payment
We are the only major Dubai HVAC company that publishes full pricing online. The prices shown on our website at /pricing/ are accurate and inclusive of VAT (5%) for residential services. Commercial invoices are issued exclusive of VAT with VAT added on the invoice.
All prices are confirmed in writing via WhatsApp or email before any work begins. The confirmed price is what you pay — no hidden charges, no post-service surprises. If additional work is identified during a visit (e.g. a refrigerant leak found during a maintenance visit), we will quote separately and await your approval before proceeding.
- Cash — paid to the technician on completion of service. Technician issues a signed receipt.
- Credit / Debit card — via card terminal brought by the technician.
- Apple Pay — contactless payment via the technician’s terminal.
- Bank transfer — full bank details provided on invoice. Payment due within 3 business days of invoice date for residential, 14 days for commercial.
- Cheque — for commercial and B2B clients with approved accounts only.
- 30-day invoice terms — available for approved commercial accounts and property management companies on application.
Invoices unpaid beyond the agreed payment terms are subject to a late payment charge of 1.5% per month on the outstanding balance, in accordance with UAE commercial law. We will contact you before applying any late payment charges.
A diagnostic/callout fee of AED 99–150 applies to repair visits where a fault must be diagnosed before a repair quote can be provided. This fee is fully deducted from your repair invoice if you proceed with the repair. If you choose not to proceed after diagnosis, the diagnostic fee is payable.
- ✅ No Hidden Charges — Ever
Warranty & Guarantee
We stand behind our work. The following warranties apply to services performed by Dubai Cooling Expert:
| Service Type | Warranty Period | What Is Covered |
|---|---|---|
| Labour / Workmanship | 90 days | Any fault directly caused by our installation or repair work. If the same fault recurs within 90 days due to our workmanship, we return and fix it at no charge. |
| Replacement parts | 6–12 months (manufacturer) | Compressors, PCBs, fan motors, and other components carry the manufacturer's warranty. We will assist with warranty claims for parts we supply. |
| AC Installation | 12 months workmanship | Installation defects including refrigerant leaks from joints, electrical faults caused by incorrect wiring, and mounting issues. |
| Duct Cleaning | 30 days | If visible contamination or blockage recurs within 30 days in a cleaned area due to incomplete cleaning, we return at no charge. |
| Duct Sanitization | 7 days satisfaction guarantee | If the musty odour or the issue that prompted sanitization returns within 7 days, we re-treat at no charge. |
Warranty exclusions
- Damage caused by power surges, voltage fluctuations, or electrical faults in the building supply (outside our control).
- Faults arising from lack of regular maintenance after our service — e.g. a new refrigerant leak from a joint we did not work on.
- Damage caused by the customer, third parties, or misuse of the equipment.
- Consumables such as refrigerant gas, which may be depleted by a separate leak we did not repair.
- Pre-existing faults that were present before our visit and are unrelated to the service performed.
- ⚠️ Manufacturer Warranty
Cancellations & Rescheduling
| Cancellation Timing | Charge | Notes |
|---|---|---|
| More than 4 hours before appointment | No charge | Cancel or reschedule freely — no questions asked. |
| 2–4 hours before appointment | No charge | We appreciate as much notice as possible so we can reallocate the technician. |
| Less than 2 hours before / same-day cancellation | AED 50 admin fee | Technician has already been dispatched or prepared. Fee offsets preparation costs. |
| No-show (technician arrives, access not provided) | AED 99 callout fee | Technician travel and time cost. Fee deducted if you rebook within 14 days. |
| Emergency / same-day bookings cancelled | AED 99 callout fee | Emergency dispatch costs are non-refundable once the technician has been dispatched. |
In the rare event that we need to cancel a confirmed appointment (technician illness, emergency, force majeure), we will contact you as early as possible and offer the next available slot at no additional charge. If we cancel with less than 2 hours notice, your next booking is automatically prioritised and the first 30 minutes of the next service are complimentary.
Annual Maintenance Contracts may be cancelled with 30 days written notice. A pro-rata refund of unused visits will be provided, minus any emergency callouts used at the AMC-preferential rate.
Your Responsibilities
- Provide accurate information: Describe your issue as accurately as you can when booking. Incorrect information (e.g. wrong building, wrong AC type) may affect our ability to prepare appropriately and could result in rescheduling.
- Ensure access: The technician must be able to access the AC unit, outdoor condenser, and any relevant ductwork. If building management approval is required, please arrange it before the appointment. No-access visits are subject to the callout fee in Section 6.
- Ensure a safe working environment: The property must be reasonably safe for the technician to work in. If a technician assesses a property as unsafe (e.g., exposed electrical hazards, aggressive animals, unsafe access), they are permitted to postpone the visit until safety is confirmed.
- Outdoor unit clearance: If your outdoor unit is covered, caged, or obstructed, please ensure it is accessible before the technician arrives where possible.
- Be present or authorise access: Someone must be present at the property during the service visit, or written authorisation must be provided for the technician to access the property in your absence (e.g. with a building manager or neighbour).
- Post-installation requirements: After AC installation, do not operate the unit before the technician confirms it is safe to do so. Follow any operating instructions provided.
- Regular maintenance: To maintain any warranty we provide on repairs or installation, your AC system must be serviced at least once every 4 months. We recommend our AMC for the most convenient way to meet this requirement.
- ⚠️ Tampering After Service
Liability & Limitations
What we are liable for
- Direct damage to your property caused by our technicians during a service visit — for example, a dropped tool causing surface damage.
- Faults directly resulting from incorrect installation or repair work we performed.
- Failure to deliver a service we confirmed in writing without reasonable notice.
Limitations on our liability
- Indirect or consequential losses: We are not liable for indirect losses arising from an AC breakdown — for example, loss of business revenue, spoiled food, or hotel costs incurred during a fault. Our liability is limited to the direct cost of the service.
- Pre-existing conditions: We are not liable for faults, defects, or damage that existed before our visit and were not caused or worsened by our work.
- Acts outside our control: We are not liable for service delays or inability to perform caused by access issues you control, power outages, extreme weather, or other force majeure events.
- Third-party equipment: We are not liable for damage to equipment caused by existing electrical faults in your property’s supply, building wiring issues, or voltage problems outside our scope.
- Maximum liability: Our total liability to you for any claim arising from a single service visit shall not exceed the total value of that service, except in cases of gross negligence or wilful misconduct.
- ℹ️ Insurance
Website Use
These terms also govern your use of the DubaiCoolingExpert.com website. By using our website, you agree to the following:
- Permitted use: The website is provided for your personal, non-commercial use to learn about our services, request quotes, and contact us. You may not use it for any unlawful purpose.
- Intellectual property: All content on this website — including text, design, images, pricing tables, and brand pages — is owned by Dubai Cooling Expert or licensed to us. You may not reproduce, copy, or redistribute any content without our written permission.
- Accuracy of information: We make every effort to ensure the information on our website is accurate and current. However, prices, service availability, and operational details are subject to change without notice. Always confirm current pricing and availability with us directly before booking.
- External links: Our website may contain links to third-party websites (e.g. brand manufacturer pages). We are not responsible for the content or privacy practices of those sites.
- Prohibited conduct: You must not attempt to gain unauthorised access to any part of our website or systems, introduce viruses or malicious code, or use automated tools to scrape or harvest our content.
Our area pages (e.g. /areas/dubai-marina/) contain references to buildings and communities we serve. These references indicate that we serve residents of those buildings — they do not imply any official partnership with building management, developers, or community operators unless explicitly stated.
Disputes & Governing Law
These Terms of Service are governed by and construed in accordance with the laws of the United Arab Emirates, specifically the laws applicable in the Emirate of Dubai.
If you have a complaint or dispute with us, we ask that you contact us directly first. The vast majority of issues can be resolved quickly and informally:
- Step 1 — Contact us: WhatsApp +971 50 000 0000 or email legal@dubaicoolingexpert.com. Describe the issue clearly. We will acknowledge within 24 hours and aim to resolve within 5 business days.
- Step 2 — Escalation: If you are not satisfied with our initial response, request escalation to our management team. We will provide a written response within 7 business days.
- Step 3 — Formal resolution: If the dispute cannot be resolved informally, both parties agree to attempt mediation before pursuing formal legal proceedings. The Dubai International Arbitration Centre (DIAC) is the agreed mediation forum.
- ✅ Our Commitment to Resolution
Changes to These Terms
We may update these Terms of Service from time to time to reflect changes in our services, pricing, applicable UAE law, or industry practice. When we make material changes, we will:
- Update the “Last Updated” date at the top of this page.
- Notify active AMC contract holders via WhatsApp of any material changes that affect their contract.
- Post a notice on our homepage for 30 days following any significant change.
Your continued use of our website or services after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree with any change, please stop using our services and contact us to discuss your concerns — we will always try to find a solution.
For active AMC contracts, any changes to pricing or service scope will not take effect until the current contract term expires, unless required by UAE law.
Contact Us About These Terms
If you have any questions about these Terms of Service, or wish to discuss any aspect of your service agreement with us, please contact us through any of the following channels:
- WhatsApp: +971 50 000 0000 — reply within 30 minutes during business hours. Fastest way to reach us.
- Email: legal@dubaicoolingexpert.com — for formal enquiries regarding your service agreement or this document.
- Phone: +971 50 000 0000 — 7 days a week, 8am–10pm. 24/7 emergency line available.
- Address: Dubai Cooling Expert, Dubai, United Arab Emirates.
- ℹ️ Related Documents
Quick Contact
+971 50 000 0000
Reply within 30 min
Privacy Email
Jurisdiction
Dubai, UAE Federal Law No. 45/2021
Key Terms Summary
- No work without approval
- No hidden charges
- 90-day workmanship warranty
- Cancellation policy
- Dispute resolution