GENERAL TERMS AND CONDITIONS OF SANISERVICE LLC

1. General

1.1. Unless otherwise agreed in writing or except where they are at variance with (i) the regulations governing services performed or products sold on behalf of governments, governmental bodies or any other public entity or (ii) the mandatory provisions of local law, all offers, services, products, and all resulting contractual relationship(s) between Saniservice LLC or any of their agents (each “Saniservice”) and Client(s) (the “Contractual Relationship(s)”) shall be governed by these general terms and conditions (hereinafter the “General Conditions”).

1.2. Saniservice may perform services for and/or sell products to persons or entities (private, public, or governmental) issuing instructions (herein after, the “Client”).

1.3. Unless Saniservice receives prior written instructions to the contrary from Client, no other party is entitled to give instructions, particularly on the scope of the services or products or the delivery of reports, certificates, or products resulting there from. Client hereby irrevocably authorizes Saniservice to deliver services, products, reports and/or certificates to a third party where so instructed by Client or, at its discretion, where it implicitly follows from circumstances, trade custom, usage or practice.

1.4. These General Conditions apply to all sales channels, including our online store, SaniApp mobile application, physical locations, and direct purchases via our sales desk, and to all services performed by Saniservice.

2. Provision of Services and Products

2.1. Saniservice will provide services and products using reasonable care and skill and in accordance with Client’s specific instructions as confirmed by Saniservice or, in the absence of such instructions:

• the terms of any standard order form or standard specification sheet of Saniservice; and/or
• any relevant trade custom, usage or practice; and/or
• such methods as Saniservice shall consider appropriate on technical, operational and/or financial grounds.

2.2. Information stated in service reports, certificates, product descriptions and specifications are derived from the results of inspection or work carried out in accordance with the instructions of Client, and/or our assessment of such results based on any technical standards, trade custom or practice, or other circumstances which should in our professional opinion be considered.

2.3. Should Client request that Saniservice witness any third-party intervention for services, Client agrees that Saniservice’s sole responsibility is to be present at the time of the third party’s intervention and to forward the results, or confirm the occurrence, of the intervention. Client agrees that Saniservice is not responsible for the condition or calibration of apparatus, instruments and measuring devices used, the analysis methods applied, the qualifications, actions or omissions of third party personnel.

2.4. The Service Reports and Product Specifications issued by Saniservice will reflect the facts as recorded at the time of its intervention only and within the limits of the instructions received or, in the absence of such instructions, within the limits of the alternative parameters applied as provided for in clause 2.1. Saniservice is under no obligation to refer to, or report upon, any facts or circumstances which are outside the scope of the specific instructions received.

2.5. Saniservice may delegate, only with the consent of the client, the performance of all or part of the services to an agent or subcontractor and Client authorizes Saniservice to disclose all information necessary for such performance to the agent or subcontractor.

2.6. Should Saniservice receive documents reflecting engagements contracted between Client and third parties or third party documents, such as copies of sale contracts, letters of credit, bills of lading, etc., they are for information only, and do not extend or restrict the scope of the services or the obligations accepted by Saniservice.

2.7. Client acknowledges that Saniservice, by providing the services or products, neither takes the place of Client or any third party, nor releases them from any of their obligations, nor otherwise assumes, abridges, abrogates or undertakes to discharge any duty of Client to any third party or that of any third party to Client.

3. Obligation of Client

The Client will:

3.1. ensure that sufficient information, instructions, documents, and product specifications are given in due time (and, in any event not later than 24 hours prior to the desired intervention for services) to enable the required services to be performed or products to be delivered;

3.2. for services, procure all necessary access for Saniservice’s representatives to the premises where the services are to be performed and take all necessary steps to eliminate or remedy any obstacles to, or interruptions in, the performance of the services;

3.3. provide Saniservice with full, safe, and unimpeded access to the required premises, equipment, and installations necessary for the performance of the services and agree to make all reasonable arrangements to facilitate such access;

3.4. supply, if required, any special equipment and personnel necessary for the performance of the services;

3.5. ensure that all necessary measures are taken for safety and security of working conditions, sites and installations during the performance of services and will not rely, in this respect, on Saniservice’s advice whether required or not;

3.6. take all necessary steps to eliminate or remedy any obstructions to or interruptions in the performance of the required services;

3.7. inform Saniservice in advance of any known hazards or dangers, actual or potential, associated with any order or samples or testing including, for example, presence or risk of radiation, toxic or noxious or explosive elements or materials, environmental pollution or poisons;

3.8. for product purchases, provide accurate shipping information and promptly inform Saniservice of any changes to delivery requirements.

4. Price and Payment

4.1. Prices not established between Saniservice and Client at the time the order is placed or a contract is negotiated shall be at Saniservice’s standard rates (which are subject to change).

4.2. Unless a shorter period is established in the invoice, Client will promptly pay upon receipt of the relevant invoice or within such other period as may be established by Saniservice in the invoice (the “Due Date”) all fees due and any applicable taxes, and in any case not later than 30 days from the invoice date. Client shall pay interest at a rate of 1.5% per month (or such other rate as may be established in the invoice) from the Due Date up to and including the date payment is received.

4.3. Client shall not be entitled to retain or defer payment of any sums due to Saniservice on account of any dispute, counter claim or set off which it may allege against Saniservice.

4.4. Saniservice may elect to bring action for the collection of unpaid fees in any court having competent jurisdiction.

4.5. Client shall pay all of Saniservice’s collection costs, including attorney’s fees and related costs.

4.6. In the event any unforeseen problems or expenses arise in the course of carrying out the services or providing products, Saniservice shall endeavor to inform Client and shall be entitled to charge additional fees to cover extra time and cost necessarily incurred to complete the services or fulfill the order.

4.7. If Saniservice is unable to perform all or part of the services or deliver products for any cause whatsoever outside Saniservice’s control, including failure by Client to comply with any of its obligations provided for in clause 3 above, Saniservice shall nevertheless be entitled to payment of:

• the amount of all non-refundable expenses incurred by Saniservice; and
• a proportion of the agreed fee equal to the proportion of the services actually carried out or products delivered.

4.8. All prices are exclusive of VAT, which will be charged where appropriate. If we are satisfied that our services or products are outside the scope of VAT, we will not charge VAT. To enable the VAT status of our services or products to be classified correctly, client shall provide such evidence as we may reasonably require for this purpose. If our services or products are subject to VAT, you agree to indemnify us fully on demand for any interest, penalties or legal costs arising as a result of any information that you provide on your VAT status not being correct.

5. Returns, Refunds, and Service Cancellation

For Products:

5.1. Client has the right to return products within 7 days of receipt, provided that:

• The products are unused and in their original condition;
• The products are returned in their original packaging with all tags attached;
• The products have not been damaged, altered, or tampered with;
• Proof of purchase is provided (receipt, order confirmation, or invoice).

5.2. To initiate a product return, Client must:

• For online purchases: Contact our customer service department through the contact form on our website or by emailing returns@saniservice.com
• For in-store purchases: Visit the location where the purchase was made
• For SaniApp purchases: Use the “Return Request” feature in the app or contact customer service through the app’s support section
• Receive a return authorization before sending any products back (for shipped returns)
• Follow the return instructions provided

5.3. The following items are not eligible for return or refund:

• Custom-made or personalized products
• Perishable goods
• Products that have been used, installed, or opened from sealed packaging
• Digital products, software, or downloadable content once access has been provided
• Products returned after the 7-day return period
• Intimate items for hygiene reasons

5.4. Product refunds will be processed to the original payment method within 5-15 business days after we receive and inspect the returned products. The refund amount will include the purchase price minus any applicable shipping or restocking fees.

For Services:

5.5. A notice must be provided at least one full business day prior to the scheduled service date for cancellation. Cancellations made less than one business day in advance will incur a 20% administration fee.

5.6. Refunds for services, if applicable, will be processed after deducting the cancellation or administration fee. The refund amount will be issued within 5 to 15 working days from the date of cancellation confirmation.

 

5.7. Requests for service cancellations shall be submitted:

• Via email to frontdesk@saniservice.com
• Through the cancellation feature in the SaniApp mobile application for services booked through the app
• By calling our customer service center at the phone number listed on our website

6. In-Store Pickup and Service Scheduling

6.1. For orders designated for in-store pickup:

• Client will be notified when the order is ready for collection
• Client must present valid identification and order confirmation when collecting the purchase
• Orders not collected within 7 days may be canceled and returned to inventory

6.2. For scheduled services:

• Client must provide access to the service location at the scheduled time
• Client will be charged a rescheduling fee if technicians cannot access the service location
• Saniservice will make reasonable efforts to accommodate rescheduling requests made at least 24 hours in advance
• Services scheduled through SaniApp will display the technician’s estimated arrival time, which may be subject to reasonable delays due to traffic or previous service appointments
• SaniApp users may receive real-time notifications about technician arrival and service status updates through the application

7. Defective Products and Service Quality

7.1. In addition to the right to return products within 7 days, Client has legal rights in relation to products that are faulty or not as described.

7.2. If Client receives a defective product, Client should contact Saniservice within 48 hours of receipt or purchase with a description of the defect and, if applicable, supporting images.

7.3. For valid defective product claims, Saniservice will, at its discretion:

• Replace the product
• Repair the product
• Issue a full refund including shipping costs (if applicable)

7.4. For services, if Client is not satisfied with the quality, Client must notify Saniservice within 48 hours of service completion for Saniservice to address any issues.

 

7.5. Warranty and defect claims shall not apply in cases of:

• Product misuse or improper handling
• Failure to follow product instructions or guidelines
• Normal wear and tear
• Damage caused by the Client or third parties
• Unauthorized modifications or alterations to the product
• Use of the product in a manner inconsistent with its intended purpose
• Environmental conditions exceeding the product’s specified tolerances

 

8. Suspension or Termination of Service

Saniservice shall be entitled to immediately and without liability either suspend or terminate provision of the services or products in the event of: 8.1. failure by the Client to comply with any of its obligations hereunder and such failure is not remedied within 10 days after notice of such failure has been notified to Client; or 8.2. any suspension of payment, arrangement with creditors, bankruptcy, insolvency, receivership or cessation of business by Client.

9. Liability and Indemnification
10. Limitation of Liability

9.1. Saniservice is neither an insurer nor a guarantor and disclaims all liability in such capacity. Clients seeking a guarantee against loss or damage should obtain appropriate insurance.

9.2. Service Reports, certificates and products are issued on the basis of information, documents and/or samples provided by, or on behalf of, Client and solely for the benefit of Client who is responsible for acting as it sees fit on the basis of such Service Reports, certificates and products. Neither Saniservice nor any of its officers, employees, agents or subcontractors shall be liable to Client nor any third party for any actions taken or not taken on the basis of such Service Reports or certificates nor for any incorrect results arising from unclear, erroneous, incomplete, misleading or false information provided to Saniservice.

9.3. Saniservice shall not be liable for any delayed, partial or total non-performance of the services or product delivery arising directly or indirectly from any event outside Saniservice’s control including failure by Client to comply with any of its obligations hereunder.

9.4. The liability of Saniservice in respect of any claim for loss, damage or expense of any nature and howsoever arising shall in no circumstances exceed a total aggregate sum equal to 5 times the amount of the fee paid in respect of the specific service or product which gives rise to such claim or AED 20,000 (or its equivalent in local currency), whichever is the lesser.

9.5. Saniservice shall have no liability for any indirect or consequential loss including without limitation loss of profits, loss of business, loss of opportunity, loss of goodwill and cost of product recall. It shall further have no liability for any loss, damage or expenses arising from the claims of any third party (including, without limitation, product liability claims) that may be incurred by the Client.

9.6. In the event of any claim, Client must give written notice to Saniservice within 7 days of discovery of the facts alleged to justify such claim.

1. Indemnification

Client shall guarantee, hold harmless and indemnify Saniservice and its officers, employees, agents or subcontractors against all claims (actual or threatened) by any third party for loss, damage or expense of whatsoever nature including all legal expenses and related costs and howsoever arising relating to the performance, purported performance or non-performance, of any services or products.

10. Online and Mobile Application Account Management

10.1. To place orders on our website or through the SaniApp mobile application, Client may need to create an account.

10.2. Client is responsible for maintaining the confidentiality of account information and password and agrees to accept responsibility for all activities that occur under the account.

10.3. SaniApp mobile application usage is subject to the following additional terms:

• Client must download the application from authorized app stores only
• Client must maintain the latest version of the application for optimal security and functionality
• In-app purchases and service bookings are governed by these same General Conditions
• Push notifications may be sent as part of the service, and Client can manage notification preferences within the app
• Location services may be required for certain functionalities, and Client can control location permissions through their device settings
• SaniApp collects usage data as detailed in our Privacy Policy

10.4. By creating an account or using Saniservice’s services, Client may opt-in to receive marketing communications from Saniservice through various channels including email, SMS, push notifications, and direct mail. Client has the right to:

• Opt-out of marketing communications at any time
• Manage communication preferences through account settings
• Request deletion of contact information from marketing databases
• Select which types of communications to receive or not receive

 

 

10.5. The specific procedures for opting in and out of marketing communications, along with details about what information is collected and how it is used, are fully described in Saniservice’s Privacy Policy, which is available on the website and within the SaniApp.

10.6. Saniservice reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion, whether placed through the website, mobile application, or other channels.

 

11. Privacy and Data Protection

11.1. Any personal information provided when using our services, making purchases, or using the SaniApp mobile application is subject to our Privacy Policy, which can be found on our website and within the SaniApp.

11.2. SaniApp may collect additional data specific to mobile application usage, including but not limited to:

• Device information (model, operating system version)
• Location data (when permitted by user)
• App usage statistics and analytics
• Service history and preferences
• Payment information for in-app transactions

11.3. By using our services, website, SaniApp, and providing personal information, Client consents to the collection, use, and disclosure of information as described in our Privacy Policy.

11.4. Client may manage data collection permissions through the SaniApp settings and device settings.

12. Intellectual Property

12.1. All content on our website and marketing materials, including but not limited to text, graphics, logos, images, and software, is the property of Saniservice LLC or its content suppliers and is protected by international copyright laws.

12.2. Client may not reproduce, distribute, display, or transmit any content for commercial purposes without our prior written consent.

13. Product Warranties and Service Guarantees

13.1. All products are covered by warranties as specified in their individual product descriptions. These product-specific warranties supersede any general warranty terms.

13.2. Services may come with specific guarantees as communicated at the time of service purchase.

13.3. Except as expressly stated in these General Conditions, in the individual product descriptions, or in specific service guarantees, all products and services are provided “as is” without warranty of any kind, either express or implied.

13.4. To make a warranty claim, please contact our customer service with proof of purchase, the specific product information, and a description of the issue.

14. Force Majeure

14.1. Saniservice shall not be liable for any failure or delay in performing obligations where such failure or delay results from any cause beyond our reasonable control, including but not limited to:

• Acts of God
• Natural disasters
• Terrorism
• War
• Civil unrest
• Labor disputes
• Supply chain disruptions
• Actions of government authorities

15. Complaint Policy

15.1. Client should complain as soon as possible after the date of the service or product purchase or when an event occurred or came to the client’s notice. If the client complains more than 48 hours later, Saniservice may not be able to investigate properly. But Saniservice will still consider whether Client had good reason for not making the complaint sooner or whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

15.2. For standard complaints Saniservice will apply the following rules:

• Small issues will be investigated free of charge if raised within one month of the service/purchase. The second intervention will be charged as per company fees.
• Noise issues will be investigated free of charge if reported within one month of the service date. Thereafter or second investigation will be invoiced at company rate.
• Unit failure reported within 72 hours from the service date will be investigated free of charge. After that period, any investigation performed will be charged at company rate unless the complaint is determined to be under the responsibility of Saniservice.
• Cooling issues reported within 72 hours of the service date will be investigated free of charge. Any further investigation will be charged AED 450 (VAT exclusive).

16. Miscellaneous

16.1. If any one or more provisions of these General Conditions are found to be illegal or unenforceable in any respect, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.

16.2. During the course of providing the services or products and for a period of one year thereafter Client shall not directly or indirectly entice, encourage or make any offer to Saniservice’s employees to leave their employment with Saniservice.

16.3. Use of Saniservice’s corporate name or registered marks for advertising purposes is not permitted without Saniservice’s prior written authorization.

17. Governing Law, Jurisdiction and Dispute Resolution

17.1. Any dispute arising out of or in connection with these General Conditions, including any question regarding its existence, validity or termination, shall be subject to the non-exclusive jurisdiction of the Courts of the Dubai International Financial Centre.

17.2. 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.

17.3. These General Conditions shall be governed by and construed in accordance with the law of the UAE.

18. Contact Us

18.1. If you have any questions about these General Conditions, please contact us through the contact form on our website, through the Support section in the SaniApp, by email at clientsupport@saniservice.com, or by visiting one of our physical locations.