Terms of Service: Your Agreement With Dubai Cooling Expert
Last Updated
July 2026
Effective Date
1 July 2026
Jurisdiction
Dubai, UAE
Contact
contact@dubaicoolingexpert.com
Governing Law
AE Federal Law, including Federal Decree-Law No. 5 of 2023 on Consumer Protection and the UAE Civil Transactions Law.
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 (License No. 1526739), 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
| Service | Description | Residential / Commercial |
|---|---|---|
| AC Installation | Supply and installation of split, multi-split, central, cassette, ducted, floor standing, VRF/VRV, and window 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 Cleaning | Chemical coil cleaning, blower wheel service, drain line flush, and antimicrobial treatment. | Both |
| Residential & Commercial Duct Cleaning | HEPA vacuum extraction of all air ducts, grilles, and accessible ductwork. | Both |
| Duct Sanitization & Disinfection | EPA-approved antimicrobial fogging to eliminate mold, bacteria, and allergens from ductwork. | Both |
| Chiller System Maintenance | Preventive and corrective maintenance for central chiller systems in commercial and high-rise buildings. | Commercial |
| Heating Services | Heat pump installation and service, and heating advice for properties that need it. | Both |
| Residential & Commercial AMC | Scheduled service visits per year, priority emergency response, and discounted repair rates under an annual agreement. | Both |
Bookings & Appointments
A service booking is confirmed when we send you a written confirmation via WhatsApp or email, including the scheduled date, time window, service type, and price. Verbal confirmations over the phone are binding but we will always follow up with a written summary.
- WhatsApp: +971547335081, our fastest booking channel. Describe your issue and we will confirm availability and price within 30 minutes, 24/7.
- Phone: +971547335081, available 24/7, including for emergency calls.
- 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 charged at the same rate as standard hours, no extra surcharge applied, whether you call us at 3pm or 3am.
For standard bookings, we provide an arrival window of 2 hours (for example, “10am to 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, a 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
The prices shown on our Pricing page (dubaicoolingexpert.com/pricing/) are accurate and exclude VAT. 5% VAT will be added to the final invoice for all services, residential and commercial alike.
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 (for example, a refrigerant leak found during a maintenance visit), we will quote separately and await your approval before proceeding.
Accepted payment methods
- 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 may be subject to a fixed delay compensation charge to cover administrative costs, applied per month the invoice remains outstanding, in accordance with UAE commercial law on late payment of commercial debts. We will always contact you first as a reminder before any such charge applies, and the exact amount will be clearly stated on the overdue notice.
A diagnostic/callout fee of AED 219 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
| Service Type | Warranty Period | What Is Covered |
|---|---|---|
| Labour / Workmanship (Repairs) | 30 days | Any fault directly caused by our repair work. If the same fault recurs within 30 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, for example, 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 2 hours before appointment | No charge | Cancel or reschedule freely, no questions asked. |
| Less than 2 hours before / same-day cancellation | AED 99 admin fee | Technician has already been dispatched or prepared. Fee offsets preparation costs. |
| No-show (technician arrives, access not provided) | AED 219 callout fee | Technician travel and time cost. Fee deducted if you rebook within 14 days. |
| Emergency / same-day bookings cancelled | AED 219 callout fee | Emergency dispatch costs are non-refundable once the technician has been dispatched. |
Our cancellations: 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.
AMC contract cancellations: 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 (for example, 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 06.
- 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 (for example, 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 (for example, 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 3 months. We recommend our AMC for the most convenient way to meet this requirement.
- ⚠️ Tampering After Service
Liability & Limitations
- 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: Where permitted by UAE law, our liability for indirect losses arising from an AC breakdown, such as loss of business revenue or spoiled food, may be limited. This does not affect any right you have under UAE Consumer Protection law that cannot lawfully be limited or excluded.
- 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.
Nothing in these Terms limits or excludes our liability for personal injury or death caused by our negligence, fraud, gross negligence, wilful misconduct, or any liability that cannot be excluded or limited under UAE law, including UAE Consumer Protection legislation.
- ℹ️ Insurance
Dubai Cooling Expert holds public liability insurance covering damage to third-party property caused by our technicians during service visits. Details available on request.
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 you to learn about our services, request quotes, and contact us, whether you are a residential customer or a business enquiring about our commercial services. You may not use it for any unlawful purpose, including unauthorised resale or redistribution of our content.
- 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 (for example, 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 (for example, /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, including Federal Decree-Law No. 5 of 2023 on Consumer Protection and its Executive Regulations (Cabinet Decision No. 66 of 2023), the UAE Civil Transactions Law, and other applicable federal law in force in the Emirate of Dubai.
Resolving disputes: 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 +971547335081 or email contact@dubaicoolingexpert.com. Describe the issue clearly. We aim to acknowledge within 24 hours and resolve within 5 business days.
- Step 2, Escalation: If you are not satisfied with our initial response, request escalation to our management team. We aim to provide a written response within 7 business days.
- Step 3, Formal resolution: If the dispute cannot be resolved informally, both parties may, by mutual agreement, attempt voluntary mediation, for example through Dubai International Arbitration Centre (DIAC) mediation services, before pursuing formal legal proceedings. This step is optional and does not replace or delay your right to pursue formal legal action or a regulatory complaint at any time.
Nothing in this section limits, waives, or replaces your right to bring a complaint before the UAE Ministry of Economy, the Dubai Department of Economy and Tourism, or any other competent consumer protection authority, nor your right to bring legal proceedings before the competent courts of the United Arab Emirates. If any provision of this section is found to conflict with a mandatory protection granted to you under UAE law, that provision will be interpreted in the manner most favourable to you under the law, and the rest of this section will remain in effect.
- Our Commitment to Resolution
We have never had a formal legal dispute with a customer, and we intend to keep it that way. If something goes wrong, we will always make it right. Our WhatsApp line is open 7 days a week and we respond to every complaint personally.
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, with reasonable advance notice.
- Post a notice on our homepage for 30 days following any significant change.
Updated Terms apply to new bookings made after the effective date of the change. For services already booked and confirmed before a change takes effect, the Terms in place at the time of your booking will continue to apply to that booking.
For active AMC contracts specifically, no change to pricing or service scope will take effect during your current contract term. Any change will only apply from the next renewal, and you will always be notified before any renewal takes effect, with the option to decline the renewal.
Nothing in this section permits us to unilaterally remove or reduce any right you are entitled to under UAE Consumer Protection law or any other applicable mandatory 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: +971547335081, reply within 30 minutes, 24/7. Fastest way to reach us.
- Email: contact@dubaicoolingexpert.com, for formal enquiries regarding your service agreement or this document.
- Phone: +971547335081, available 24/7, including emergency calls.
- Address: Dubai Cooling Expert, Latifa Bint Hamdan, 301, Fokhruddin Properties, Dubai, United Arab Emirates, United Arab Emirates.
- ℹ️ Related Documents
Key Terms Summary
- No work without approval
- No hidden charges
- 90-day workmanship warranty
- Cancellation policy
- Dispute resolution
