Terms and Conditions

The following are the terms and conditions for the Hitches & Glitches website. All customers must accept the terms and conditions before they can use the Hitches & Glitches web site.

H&G is part of Farnek – Total Facilities Management

Please note that the following terms and conditions are divided into 4 sections:
 

  1. General terms and conditions
  2. Terms and conditions for Annual Maintenance Contracts, ie. basic, standard, executive, customized, and for property improvement payment arrangements
  3. Terms and conditions for Soft Services, eg. maids cleaning, gardening, window cleaning etc)
  4. Terms and conditions for Office Services
  5. Payment terms
  6. Terms and conditions for accessing and using the website


1. General Terms and Conditions

 

PREAMBLE

  • Where H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management) is a maintenance service provider and the client enters into a maintenance contract, as per the General Terms and Conditions, the Parties shall agree to the following:

 

Article 1: Incorporation of Preamble

  • The Preamble shall be considered an integral part of this Contract and shall always be read together with it.

 

Article 2: Definitions

In this Contract, the following terms have the following meanings:

  • 'General Terms and Conditions’ mean the countersigned General Terms and Conditions of H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management)
  • ‘Force Majeure’ means, in relation to either party, circumstances beyond the reasonable control of that party including but not limited to war, war like conditions, freight embargos, storms, riots, civil commotion, floods, earthquakes, strikes, lock-outs or other forms of industrial action, government orders or restrictions, hostilities, mobilization, blockage, revolution, looting, fire, leakage or bursting of tanks or pipes.
  • ‘Parties’ means H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management) and      Client separately also referred to as ‘Party’ and/or ‘Parties’
  • ‘Contract’ means the maintenance agreement. 
     

Article 3: Maintenance Services

  • The subject of this contract is the maintenance services to be rendered by H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management) to the customer only as per these General Terms and Conditions.
  • The Parties agree to the scope of services to be provided as per sections 2 to 5 of this proposal document. The scope of maintenance services may be extended as both the parties agree in writing under Article 8 of these General Terms and Conditions.
  • In the event that the Client has inaccurately stated the size/number of assets requiring maintenance, we will modify and re-submit the agreement with an invoice for the difference.

 

Article 4: General Terms

  • H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management) staff shall be provided with free use of water and electricity and free access to any part of the premises. Any furniture or items of value should be removed from the work area, to perform the required tasks under this agreement.
  • The Agreement is valid for a primary term of a minimum period of 12 months beginning on the commencement date under Article 5 of these General Terms and Conditions.  This primary term is renewable for an additional term upon agreement (in writing) prior to the end of the primary term.  
  • In the event of a complaint regarding the service provided, the customer should contact the Helpdesk which is 800 4 263 4 or hg@farnek.com
  • Any changes – omissions or additions - made to this Agreement by the Client shall render it invalid, unless agreed in writing under Article 3 and/or Article 8 of these General Terms and Conditions.

 

Article 5: Commencement and Duration

  • This Contract shall come into force with immediate effect once both the Parties have affixed their signatures and payment is received by H&G - Hitches & Glitches (part of Farnek Services LLC - Total Facilities Management)

 

Article 6: General Payment Terms

  • The maintenance fees for the contract period are as agreed in the Contract.
  • Payment for the Maintenance services as agreed in this contract shall be made in advance as per the payment terms and conditions.
  • Any post-dated cheques will be banked on the dates stated and any reminders for payment by credit card will be emailed shortly before. Any rejected cheques or non-subsequent payments will render the agreement void and services will cease on the due date.
  • All transactions will be carried out in Dirhams AED only.

 

Article 7: Termination and Refunds

  • Any refunds will be based on the individual merits of each case, and will be at the Management's discretion. All refunds shall be via the original mode of payment. See point 16 in the section on ‘Specific T&Cs for Annual Maintenance Contracts’ for further information.

 

Article 8: Amendments to the Contract

  • Any amendments to this Contract shall require the unanimous consent of both the parties in written form.

 

Article 9: Choice of Law and Jurisdiction:

  • This Contract is subject to the laws of the Dubai International Financial Centre (DIFC). Any dispute arising out of, or in connection with this Contract, including any question regarding its existence, validity, interpretation or termination, shall be referred for amicable settlement by a nominated senior representative of each Party within ninety (90) days of a Party first giving notice of the dispute.  If amicable settlement is not reached within such time period (or longer period agreed in writing by the Parties), it shall be referred to the exclusive jurisdiction of the Courts of the DIFC.
  • In accepting this contract requesting our services, 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. This contract shall be governed by and construed in accordance with the law of the UAE.

 

Article 10: Agreed Obligations

  • No other obligations/services, either impressed, implied, or inferred, during any communications (including meetings), is included in the contract/contract price, unless detailed in this contract document,

 

Article 11: Insurance

  • During the term of the contract, H&G shall maintain in force, with a reputable insurance company, workmen’s compensation insurance and public liability insurance to cover the liabilities that may arise under or in connection with the contract.

 

Article 12: Copies

  • This contract will be issued in 2 (two) copies. One copy is for the Client and the other Copy is for the Service Provider.

 

2. Terms and Conditions for Annual Maintenance Contracts including Property Improvement Payment Arrangements 

 

1.     Property Access and Owner/Tenant Responsibility During On-Site Work

  • A responsible person, whether this be the property owner, or a representative of the property owner, should enable access to the property as agreed/scheduled, and be present at the property for the duration of the time spent at the property by H&G staff.
  • If an H&G Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, H&G will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property maybe due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.

 

2.     Cancellation of Scheduled PPM Appointments

  • If a customer confirms a schedule for a PPM, and cancels a scheduled appointment less than 72 hours in advance of the scheduled date/time, the PPM will be treated as ‘consumed’. Should the customer wish to reschedule a ‘consumed’ PPM, there will be an additional administration fee of AED 200, to compensate for the lost time of the designated PPM team.

 

3.     Liability for Losses

  • In the highly unlikely event that representatives of H&G have given cause for suspicion that customer’s personal belongings have been interfered with, or removed from the property, and this is brought to the attention of the H&G management, H&G will conduct a full investigation to ascertain the facts. H&G shall not be held responsible or liable for any losses of personal items/personal property, should the investigation find that there is no evidence that the loss is attributable to H&G. Tenants/owners should always secure high value items.

 

4.     On-Line Prices

  • Standard prices are valid for the areas represented in the H&G website only. Prices for other areas are quotation-based.

 

5.     Callout Response Times

  • H&G is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the contract/H&G website/promotional literature. H&G will not be held responsible for any damage (including that caused by water or fire) to the customer’s property, in the intervening time between the receipt of the callout request by the customer, and the arrival of the H&G team.

 

6.     System/Equipment Malfunction

  • Where a system/equipment is malfunctioning, H&G would investigate whether or not the malfunction was attributable to the work carried out by H&G. If this was the case, H&G would fix the equipment at no charge to the Client. However, where H&G recommends a new replacement part/unit, eg. an AC motor, and the Client will not provide approval, insisting instead on a repair and, subsequently, the unit fails, H&G will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

 

7.     Limited Liability for Damage to Property/Assets

  • During the contract period, should any damage to the customer’s property/assets be found to be attributable to work carried out by H&G, and/or failure to carry out contracted maintenance, the financial liability to H&G will be limited to the value of the works, to a maximum value of AED 5,000, or the value of the settled insured amount.

 

8.     Property Insurance

  • H&G strongly recommends that a home/property insurance plan is in place to cover any damage caused to the property through water leakage, fire, and/or malfunctioning equipment/system, and will support the customer with repair/remediation quotations.

 

9.     Materials, Consumables and Spare Parts – Charges for Basic and Standard Packages

  • Materials, consumables and spare parts are subject to availability in the UAE. These will be charged according to the current H&G stock/price lists for those items. Those items that are required to perform a job, that are not listed in the H&G stock/price lists will be charged at the cost price plus 15%. A list of H&G inclusive items can be provided on request.

 

10.   Materials, Consumables and Spare Parts - Charges for Executive Packages

  • Materials, consumables and spare parts are subject to availability in the UAE. Consumables and spare parts, listed in the respective H&G stock lists, are included in the package fee. Those items that are required to complete a job that are not listed in the H&G stock lists will be charged at the cost price plus 15%. Materials are charged for separately as they are not included in the Executive Package. A list of H&G inclusive items can be provided on request.
     

11.   Provision of Incorrect Information by the Customer

  • If the information on the residence provided by the customer is incorrect, eg. the number of rooms in the property, the non-inclusion of relevant maid or driver’s rooms, the wrong size of water tanks or swimming pools etc, H&G will have the right to revise the price charged to the customer accordingly.

 

12.   Condition of Property Systems when taking out a Contract

  • If the AC, electrical, and plumbing systems at the property have not been maintained, resulting in sub-standard condition, H&G will provide a proposal for initial corrective maintenance before starting the Annual Maintenance Contract. These costs will be charged separately and, therefore, are not included in the H&G annual contract fee.

 

13.   Payment by Cash or Cheque

  • Credit card and bank transfer can be made free of charge. In the case of payments collected from a customer (by cash or cheque), there is an additional administration charge of AED 20 per transaction.

 

14.   Payment Agreements for One-Off Property Improvement Projects

For project jobs the following payment terms apply

  • For project works that are quoted at AED 2,000 or less, 100% of the fee is payable in advance of the works being undertaken.
  • For project works that are quoted at more than AED 2,000:

    • 70% of the fee is payable in advance of the works being undertaken
    • 20% of the fee is payable when work is in progress
    • 10% of the fee is payable on completion of the job
  • For major projects, the payment terms will form part of a separate contractual agreement.

 

15.   Changing a Contract

Making changes to an existing contract is possible after every fourth month. The following conditions apply:

  • For a contract upgrade, eg. from ‘standard’ to ‘executive’, there is no further charge
  • For transfer of the contract to a different property location, there is no charge if the new property is of a similar type
  • For transfer of the contract to a different property location, where the new property is  of a different type, and a survey needs to be conducted, there is a one-off charge of AED 350
  • For transfer of the contract to another tenant/owner at the same property, there is a one-off administration fee of AED 100

 

16.   Cancellation of a Contract by a Customer

  • Where the customer requests to cancel the contract, and the senior management at H&G agree to the contract cancellation, H&G will refund 80% of the value of the remaining period of the existing contract.

 

17.   Cancellation of a Contract by H&G

  • Failure to promptly settle invoice charges may result in either suspension or discontinuation of all services provided in the maintenance contract.

 

18.   Limited Standard Callouts for Basic Packages

  • There is a limit of up to 6 non-emergency callouts for a Basic Package.

 

19.   Excessive Non-Emergency Call Out Consumption

  • When a contract is ‘active’, you can rest assured that H&G will attend all your callouts and, of course Standard and Executive contracts benefit from unlimited callouts. However, in the course of the annual contract, if the total number of non-emergency (routine) callouts exceeds either 15 callouts for an apartment, or 30 callouts for a villa, H&G will have the right to charge for any additional callouts at AED 325 per callout for 2 hours labor time.

 

20.   Limited Standard Callouts for All Annual Maintenance Contracts Paid on a Monthly Basis

  • Basic Package: non-emergency callouts limited to one callout every 2 months
  • Standard and Executive Packages (Apartments): non-emergency callouts limited to, on average, 1.25 callouts per month
  • Standard and Executive Packages (Villas): non-emergency callouts limited to, on average, 2.5 callouts per month

 

21.   Services to Customers for Expired Contracts

  • For ‘Basic Packages’ no services will be provided after the expiry date of the contract
  • For ‘Standard’ and ‘Executive Packages’, H&G will provide emergency callouts for a maximum of one week after the expiry of the contract, on the proviso that written confirmation of the intention to renew the contract is received from the client

 

22.   Expiry of Contracts

  • After the expiry date of the contract, H&G cannot be held responsible for the condition of the assets at the customer’s premises. H&G will provide chargeable routine callout services (at AED 325 per 2 hour callout), which can be booked and scheduled through the website, or the H&G Call Center on 800 42634.

 

23.   Conversion to an Annual Contract

  • In the case of a non-contract customer purchasing an annual: ‘basic’, ‘standard’ or ‘executive’ package, within 24 hours of execution of the non-contract callout, the cost of the callout will be issued as a credit to the customer’s new contract account. 

 

24.   Changes to Services and Agreements

  • Occasionally we may, at our discretion, make changes to our services and agreements. When we make changes to these services/agreements that we consider material, we will notify you via our email service. By continuing to use the H&G service after those changes are made, you are expressing and acknowledging your acceptance of the changes.



3. Terms and Conditions for Soft Services

DEEP CLEANING OF VILLA/ KITCHEN DEEP CLEANING

1. The estimate is valid only for the job/services/materials required. Anything extra will be charged.
2. Upon satisfactory completion of the work, the client shall sign the H&G Job completion card or otherwise confirm on the online plat
form that the work has been so completed. In the absence of timely confirmation, H&G will be entitled to assume that the work has been completed satisfactorily.

3. Any unforeseen or additional work arising that is necessary to complete the work will be reported to the client for further authorization.
4. The client will afford H&G with unimpeded access to the site and work area for the safe execution of the works.
5. Disclaimer: every care is taken during the cleaning process, however, we cannot be held responsible for any changes in color or other damage resulting from insufficient care label information. All difficult marks will be pointed out before the work is carried out. H&G reserves the right to refuse to carry out the work if the cleaning process used id likely to result in damage or the marks will not be removed satisfactory, depending on the materials.
6. If the villa to be cleaned is having more rooms than the specified one (on the online platform); the cleaning team have a right to decline the job and no refund will be issued or the client has to pay an additional amount based on the rooms numbers in order to progress with the work.
7. All inaccessible areas will be pointed out before the start of work and incase additional equipment to access the area is required ie. scaffolding, additional fee will be incurred by the client. Any special requirement from the authority’s e.g. municipality approval will be borne by the client.
8. The client to provide free access of water and electricity during the cleaning times.
9. We take no responsibility whatsoever for any pets left unattended.
10. Any pricing information listed on this web site is subject to change without notice. Certain items herein may be discontinued or may be unavailable in some areas
11. Delays caused by other companies on site may cause work to be rescheduled and charges may be made in certain circumstances

FAÇADE CLEANING / EXTERNAL WINDOW CLEANING / PAVE YARD CLEANING

1. The estimate is valid only for the job/services/materials required. Anything extra will be charged.
2. Upon satisfactory completion of the work, the client shall sign the H&G Job completion card or otherwise confirm on the online platform that the work has been so completed. In the absence of timely confirmation, H&G will be entitled to assume that the work has been completed satisfactorily.
3. Any unforeseen or additional work arising that is necessary to complete the work will be reported to the client for further authorization.
4. The client will afford H&G with unimpeded access to the site and work area for the safe execution of the works.
5. Disclaimer: every care is taken during the cleaning process, however, we cannot be held responsible for any changes in color or other damage resulting from insufficient care label information. All difficult marks will be pointed out before the work is carried out. H&G reserves the right to refuse to carry out the work if the cleaning process used id likely to result in damage or the marks will not be removed satisfactory, depending on the materials.
6. If the villa to be cleaned is having more rooms than the specified one (on the online platform); the cleaning team have a right to decline the job and no refund will be issued or the client has to pay additional amount based on the rooms numbers in order to progress with the work.
7. All inaccessible windows/areas will be pointed out before the start of work and incase additional equipment to access the area is required i.e. scaffolding, cherry picker; additional fee will be incurred by the client. Any special requirement from the authorityies eg. municipality - approval will be borne by the client.
8. On rare occasions, our service can be subject to the effects of weather or unforeseen circumstances. On such occasion, our service may be rescheduled at the discretion of Hitches and Glitches but this will not affect the original agreed price.
9. The client to provide free access of water and electricity during the cleaning times.
10. We take no responsibility whatsoever for any pets left unattended.
11. Any pricing information listed on this web site is subject to change without notice. Certain items herein may be discontinued or may be unavailable in some areas
12. Any addition and/or alterations to the contract shall be properly treated as variations and subject to written instructions and additional payments may be required to cover the agreed changes. 

WATER TANK CLEANING

1. External cleaning of water tanks such as of debris and fittings/maintenance and preparations for access to permit cleaning are excluded from the quotation.
2. All chemicals / procedures used are, approved by Dubai Municipality for water tank cleaning and disinfection and are locally sourced from certified companies. Technical support/MSDS can be provided on client’s request.
3. It is of utmost important that tanks must be drained PRIOR to our scheduled arrival. All necessary precautions for this should be carried out from your technical / maintenance staff. 
4. The scope is not applicable for cleaning and disinfection of Septic tanks, irrigation/landscaping water feeder tanks and distribution pipelines.
5. Reports will be submitted only if requested by the client.
6. The testing of the water is under responsibility of the property owner and will be just coordinated by H&G if requested. We will not take any responsibility for the test results. Test results may vary as per original water quality and different sources. In case of test failure, re-cleaning of the tank(s) will be charged as per agreed prices including retesting.
7. The cleaning crew is responsible for cleaning and disinfection of the tank(s) only and will coordinate with your technicians during entire cleaning operations, however, all issues pertaining to MEP works if occurred during or after cleaning operations will be the responsibility of technicians from customer’s side and cleaning crew will not be held responsible for it.
8. In case of unexpected delays to start the cleaning as per scheduled and agreed time which are not caused by Farnek, optional AED 200 can be charged. This applies especially for waiting times longer than 30 minutes to get access to the premises or in case H&G has to pump more than 6 m3 water out of the tank before the cleaning. The amount of water will be measured by multiplying width x length of the tank and height of the water level.
9. If the water tank to be cleaned is having more gallons than the specified one (on the online platform), the team have a right to decline the job and no refund will be issued or the client has to pay additional amount based on the tank size in order to progress with the work.
10. Any pricing information listed on this web site is subject to change without notice. Certain items herein may be discontinued or may be unavailable in some areas
11. Any addition and/or alterations to the contract shall be properly treated as variations and subject to written instructions and additional payments may be required to cover the agreed changes. 
12. On rare occasions, our service can be subject to the effects of weather or unforeseen circumstances. On such occasion, our service may be rescheduled at the discretion of Hitches and Glitches but this will not affect the original agreed price.

POOL CLEANING

1. Upon satisfactory completion of the work, the client shall sign the H&G Job completion card or otherwise confirm on the online platform that the work has been so completed. In the absence of timely confirmation, H&G will be entitled to assume that the work has been completed satisfactorily.
2. Any unforeseen or additional work arising that is necessary to complete the work will be reported to the client for further authorization.
3. The client will afford H&G with unimpeded access to the site and work area for the safe execution of the works.
4. We take no responsibility whatsoever for any pets left unattended.
5. All cleaning equipment i.e. vacuum hose, extension rod, pool cleaning net, testing kit will be supplied by the company and shall remain the property of Hitches and Glitches, or their duly assigned subcontractors.
6. All repairs due to wear and tear and any other consumables shall be charged to the client. Please note that the pool pumps, valves, pool lights/bulbs are consumable items and if they become faulty, it need to be replaced/fixed.
7. If the pool to be cleaned is bigger than the specified one (on the online plat form), the team have a right to decline the job and no refund will be issued or the client has to pay additional amount based on the pool size in order to progress with the work.
8. On rare occasions, our service can be subject to the effects of weather or unforeseen circumstances. On such occasion, our service may be rescheduled at the discretion of Hitches and Glitches but this will not affect the original, agreed price.
9. All complains pertaining pool maintenance shall be adhered between business hours 0800-1700 hrs Saturdays to Thursdays only excluding public holidays and Fridays.
10. All maintenance issue like repair or replacement will be done on additional cost upon approval and payment receipt from the client. 
11. We will be not held responsible for any change in color of the swimming pool if a quotation for any kind of repair is submitted and not approved. All replacements/repairs to be borne by the client.
12. The client to provide free access of water and electricity.
13. In case of vacation or out of villa for some time and no water access, we will not be held responsible for the swimming pool condition.
14. In case you wish to change the swimming pool water, a quotation will be provided for sweet water and upon approval, we will then proceed.
15. Any changes in pool cleaning timings/ days to be communicated at least one week in advance and it will be rescheduled based on availability of resources.
16. The testing of the water is under responsibility of the property owner and will be just coordinated by H&G if requested. We will not take any responsibility for the test results. Test results may vary as per original water quality and different sources. In case of test failure, re-testing will be charged as per agreed prices. I.e. Micro biological parameters test, legionella test.
17. The PH testing will be done on the visiting days only.
18. Any pricing information listed on this web site is subject to change without notice. Certain items herein may be discontinued or may be unavailable in some areas
19. Any addition and/or alterations to the contract shall be properly treated as variations and subject to written instructions and additional payments may be required to cover the agreed changes. 
20. The client shall provide access to site and dry storage space for materials at all times during the works progress and during H&G working hours

GARDENING

1. Upon satisfactory completion of the work, the client shall sign the H&G Job completion card or otherwise confirm on the online plat form that the work has been so completed. In the absences of timely confirmation H&G will be entitled to assume that the work has been completed satisfactorily.
2. Any unforeseen or additional work arising that is necessary to complete the work will be reported to the client for further authorization.
3. The client will afford H&G with unimpeded access to the site and work area for the safe execution of the works.
4. We take no responsibility whatsoever of any pets left unattended.
5. All garden equipment’s i.e. garden vacuum/leaf blower, hedge cutters, lawnmower, rakes, prunes, hedge shear will be supplied by the company and shall remain the property of Hitches and Glitches, or their duly assigned subcontractors.
6. All repairs due to wear and tear and any other consumables shall be charged to the client. Please note that the irrigation pumps, irrigation station is a consumable item and if goes faulty, it needs to be replaced/fixed.
7. On rare occasions, our service can be subject to the effects of weather or unforeseen circumstances. On such occasion, out service may be rescheduled at the discretion of Hitches and Glitches but this will not affect the original agreed price.
8. All complains pertaining garden maintenance shall be adhered between business hours 0800-1700 hrs Saturdays to Thursdays only excluding public holidays and Fridays.
9. It is essential that only Municipality water be used for all irrigation purpose.
10. All maintenance issue like repair or replacement will be done on additional cost upon approval and payment receipt from the client. 
11. We will be not held responsible for any dead plants and trees due to weather conditions or unavailability of water in the villa. All replacements to be borne by the client.
12. The client to provide free access of water and electricity.
13. In case of vacation or out of villa for some time and no water access, we will not be held responsible for any damage of trees and plants.
14. Any addition and/or alterations to the contract shall be properly treated as variations and subject to written instructions and additional payments may be required to cover the agreed changes. 

PEST CONTROL

Guarantee
In addition to the scheduled visits, the premises will be covered by a 24 hours 365 days guarantee for any problem any time with no additional charges except Public Holiday and every Fridays of the month.
(Our staff will be ready for any inquiries or request any time during the contract period)

Precautions
1. All pets are to be kept out of the villa for 4 (four) hours during and after carrying out the Pest Control Job. In case there are no pets, the house needs to be vacated for 3 (three) hours.
2. Keep doors and windows closed during fumigation
3. Cover all foods, food containers and food preparation surfaces.
4. Cover stereos, computers and all electronic devices.
5. Turn off and cover any aquariums.
6. Turn off funs and air-conditioners.
7. Prepare to leave your apartment for good three to four hours after fumigating.
8. Open windows to ventilate your apartment for r at least a half-hour before you reoccupy it.

9. Turn off all ignition sources such as gas pilot lights and other open flames.
 
 

4. Terms and Conditions for Office Services

 

4.1 Terms and Conditions for: Office Essential, Office Essential Plus, and Office Premier Emergency Callouts, Standard Callouts, and Annual Maintenance

 

1.     Property Access and Client Responsibility During On-Site Work

  • A responsible person, whether this be the property owner, or a representative of the property owner, should enable access to the property as agreed/scheduled, and be present at the property for the duration of the time spent at the property by H&G staff.
  • If an H&G Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, H&G will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property maybe due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.

 

2.     Cancellation of Scheduled PPM Appointments

  • If a customer confirms a schedule for a PPM, and cancels a scheduled appointment less than 72 hours in advance of the scheduled date/time, the PPM will be treated as ‘consumed’. Should the customer wish to reschedule a ‘consumed’ PPM, there will be an additional administration fee of AED 200, to compensate for the lost time of the designated PPM team.

 

3.     Liability for Losses

  • In the highly unlikely event that representatives of H&G have given cause for suspicion that customer’s personal belongings have been interfered with, or removed from the property, and this is brought to the attention of the H&G management, H&G will conduct a full investigation to ascertain the facts. H&G shall not be held responsible or liable for any losses of personal items/personal property, should the investigation find that there is no evidence that the loss is attributable to H&G. Tenants/owners should always secure high value items.

 

4.     On-Line Prices

  • Standard prices are valid for the areas represented in the H&G website only. Prices for other areas are quotation-based.

 

5.     Callout Response Times

  • H&G is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the contract/H&G website/promotional literature. H&G will not be held responsible for any damage (including that caused by water or fire) to the customer’s property, in the intervening time between the receipt of the callout request by the customer, and the arrival of the H&G team.

 

6.     System/Equipment Malfunction

  • Where a system/equipment is malfunctioning, H&G would investigate whether or not the malfunction was attributable to the work carried out by H&G. If this was the case, H&G would fix the equipment at no charge to the Client. However, where H&G recommends a new replacement part/unit, eg. an AC motor, and the Client will not provide approval, insisting instead on a repair and, subsequently, the unit fails, H&G will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

 

7.     Limited Liability for Damage to Property/Assets

  • During the contract period, should any damage to the customer’s property/assets be found to be attributable to work carried out by H&G, and/or failure to carry out contracted maintenance, the financial liability to H&G will be limited to the value of the works, to a maximum value of AED 5,000, or the value of the settled insured amount.

 

8.     Property Insurance

  • H&G strongly recommends that a home/property insurance plan is in place to cover any damage caused to the property through water leakage, fire, and/or malfunctioning equipment/system, and will support the customer with repair/remediation quotations.

 

9.     Materials, Consumables and Spare Parts – Charges for Office Essential and Office Essential Plus Packages

  • Materials, consumables and spare parts are subject to availability in the UAE. These will be charged according to the current H&G stock/price lists for those items. Those items that are required to perform a job, that are not listed in the H&G stock/price lists will be charged at the cost price plus 15%. A list of H&G inclusive items can be provided on request.

 

10.   Materials, Consumables and Spare Parts - Charges for Office Premier Packages

  • Materials, consumables and spare parts are subject to availability in the UAE. Consumables and spare parts, listed in the respective H&G stock lists, are included in the package fee. Those items that are required to complete a job that are not listed in the H&G stock lists will be charged at the cost price plus 15%. Materials are charged for separately as they are not included in the Office Premier Package. A list of H&G inclusive items can be provided on request.
     

11.   Provision of Incorrect Information by the Customer

  • If the information on the office size provided by the customer is incorrect, H&G will have the right to revise the price charged to the customer accordingly.

 

12.   Condition of Property Systems when taking out a Contract

  • If the AC, electrical, and plumbing systems at the property have not been maintained, resulting in sub-standard condition, H&G will provide a proposal for initial corrective maintenance before starting the Annual Maintenance Contract. These costs will be charged separately and, therefore, are not included in the H&G annual contract fee.

 

13.   Payment by Cash or Cheque

  • Credit card and bank transfer can be made free of charge. In the case of payments collected from a customer (by cash or cheque), there is an additional administration charge of AED 20 per transaction.

 

14.   Payment Agreements for One-Off Property Improvement Projects

For project jobs the following payment terms apply

  • For project works that are quoted at AED 2,000 or less, 100% of the fee is payable in advance of the works being undertaken.
  • For project works that are quoted at more than AED 2,000:
    • 70% of the fee is payable in advance of the works being undertaken
    • 20% of the fee is payable when work is in progress
    • 10% of the fee is payable on completion of the job
  • For major projects, the payment terms will form part of a separate contractual agreement.

 

15.   Changing a Contract

Making changes to an existing contract is possible after every fourth month. The following conditions apply:

  • For a contract upgrade, eg. from ‘standard’ to ‘executive’, there is no further charge
  • For transfer of the contract to a different property location, there is no charge if the new property is of a similar type
  • For transfer of the contract to a different property location, where the new property is  of a different type, and a survey needs to be conducted, there is a one-off charge of AED 350
  • For transfer of the contract to another tenant/owner at the same property, there is a one-off administration fee of AED 100

 

16.   Cancellation of a Contract by a Customer

  • Where the customer requests to cancel the contract, and the senior management at H&G agree to the contract cancellation, H&G will refund 80% of the value of the remaining period of the existing contract.

 

17.   Cancellation of a Contract by H&G

  • Failure to promptly settle invoice charges may result in either suspension or discontinuation of all services provided in the maintenance contract.

 

18. Emergency Callouts limits for Office Essential, Office Essential Plus, and Office Premier Packages:

  • Office size: 0 to 100 sq.m: limited to 5 emergency callouts over the duration of the contract
  • Office size: 101 to 200 sq.m: limited to 5 emergency callouts over the duration of the contract
  • Office size: 201 to 350 sq.m: imited to 10 emergency callouts over the duration of the contract
  • Office size: 351 to 500 sq.m: limited to 10 emergency callouts over the duration of the contract

 

19. Standard Callouts for Office Essential Plus Packages:

  • Office size: 0 to 100 sq.m: limited to 15 standard callouts over the duration of the contract
  • Office size: 101 to 200 sq.m: limited to 15 standard callouts over the duration of the contract
  • Office size: 201 to 350 sq.m: imited to 40 standard callouts over the duration of the contract
  • Office size: 351 to 500 sq.m: limited to 40 standard callouts over the duration of the contract

 

20. Standard Callouts for Office Premier Packages:

  • Office size: 0 to 100 sq.m: limited to 20 standard callouts over the duration of the contract
  • Office size: 101 to 200 sq.m: limited to 20 standard callouts over the duration of the contract
  • Office size: 201 to 350 sq.m: imited to 50 standard callouts over the duration of the contract
  • Office size: 351 to 500 sq.m: limited to 50 standard callouts over the duration of the contract

 

21. Excessive Call Out Consumption (for Standard and Executive packages):
In the course of an annual contract, if the number of ‘callouts’ reaches an excessive level, over and above the callout levels listed under points 18 to 20 inclusive above, H&G will have the right to charge for any additional callouts.

22. Services to Customers for Expired Contracts:

  • For ‘Office Essential' Packages no services will be provided after the expiry date of the contract
  • For ‘Office Essential Plus’ and ‘Office Premier' Packages, H&G will provide emergency callouts for a maximum of one week after the expiry of the contract, on written confirmation from the client that the contract will be renewed.
     

23. Expiry of Contracts:

  • After the expiry date of the contract, H&G cannot be held responsible for the condition of the assets at the customer’s premises. H&G will provide chargeable routine callout services which can be booked and scheduled through the website.

 

24. Conversion to an Annual Contract

  • In the case of a non-contract customer purchasing an annual contract, within 24 hours of execution of the non-contract callout, the cost of the callout will be issued as a credit to the customer’s new contract account. 

 

25.   Changes to Services and Agreements

  • Occasionally we may, at our discretion, make changes to our services and agreements. When we make changes to these services/agreements that we consider material, we will notify you via our email service. By continuing to use the H&G service after those changes are made, you are expressing and acknowledging your acceptance of the changes.

 

26. General terms and conditions, and exclusions from office maintenance contracts:

  • Shifting of furniture’s during maintenance  schedule   
  • Water & Electricity required for the works at site to be provided by Client
  • Any access permit required to carry out work in the shall be arranged by the customer
  • Any additions to the existing system
  • Repair of Glass doors
  • Any rectification or modification to correct design, construction, erection or commissioning faults
  • Modification and/ or insulation work for piping, ducting and internal duct cleaning
  • Roof or basement leakage due to water proofing failure of the structure
  • Kitchen equipment maintenance and any works related to LPG gas lines /system
  • Audio visual equipment maintenance (coordination with the approved subcontractor of the client)
  • Replacement of water or drainage lines in shafts, air wells, pressure vessels, bladders, water tanks , any works related to sceptic tanks or pumps
  • Complete installation/ replacement of units or systems such as AC units, Water Heaters, Water Pumps, Wash Basin, WC, Water Tank, doors, windows, vanities, basins, light fixtures. etc
  • Replacement of DBs / MDB and supply of spares for DBs/ MDB
  • Replacement of complete light fittings
  • Data and related components
  • Chilled water piping insulation
  • Firefighting system or any other related devices.
  • CCTV System maintenance, Building Management System (BMS), Public Addressing System,
  • Automatic System, Access System, and Intelligent lighting system are Excluded
  • High level access whenever required to be provided by the client
  • Any other system not mentioned within the contract
 
 
4.2 Terms and Conditions for Optional Office Services: Janitorial Cleaning, Office Boy/Girl, Receptionist, Security Officer, Pest Control, Check and Clean

 

4.2.1 General Terms and Conditions

As above for points 1 to 25 in section 4.1 above, where relevant

 

4.2.2 Janitorial Cleaning

  • Our costs are per annum and fixed for the period stated
  • A minimum of 45 days notification is required for mobilisation of the services.
  • The operatives shall be used in a method to suit their functional responsibilities only.
  • H&G employees should not be offered employment while working at your premises during the term of this contract and for a period of 1 year thereafter.
  • The working hours during summer and Ramadan will be in line with local government authority  regulation.
  • It shall be our responsibility to provide replacement in case of annual leave and sickness of the operatives.
  • Request for replacement of any of the mentioned operatives by the client, shall be processed by giving 30 days prior notice.
  • The price includes H&G’s standard uniforms and does not include any custom made/branded uniforms, which can be provided at an additional cost.
  • H&G maintains both Public Liability and Workmen’s Compensation Insurance. H&G’s Liability under this contract is limited to the sum insured.
  • Any accidental damage to movable or immovable items within the premise, incurred during the normal course of our works, will be covered under the Client’s insurance.
  • The Client may terminate the Agreement at any time by providing two months’ written notice and a penalty of pro-rata two months will be levied.

 

4.2.3 Office Boy/Girl

  • Our costs are fixed for the period stated
  • Monthly Office Boy/Girl: A minimum of 30 days notification is required for mobilisation of the services for monthly office boy
  • Annual Office Boy/Girl: A minimum of 30 days notification is required for mobilisation of the services
  • The operatives shall be used in a method to suit their functional responsibilities only.
  • H&G employees should not be offered employment while working at your premises     during the term of this contract and for a period of 1 year thereafter.
  • The working hours during summer and Ramadan will be in line with local government authority regulation.
  • It shall be our responsibility to provide replacement in case of annual leave and sickness of the operatives.
  • Request for replacement of any of the mentioned operatives by the client, shall be processed by giving 30 days prior notice.
  • The price includes H&G’s standard uniforms and does not include any custom made/branded uniforms, which can be provided at an additional cost.
  • H&G maintains both Public Liability and Workmen’s Compensation Insurance. Farnek’s Liability under this contract is limited to the sum insured.
  • Any accidental damage to movable or immovable items within the premise, incurred during the normal course of our works, will be covered under the Client’s insurance.
  • Annual Office Boy/Girl: The Client may terminate the Agreement at any time by providing two months’ written notice and a penalty of pro-rata two months will be levied.

 

4.2.4 Receptionist

  • Our costs are per annum and fixed for the period stated.
  • A minimum of 30 days notification is required for mobilisation of the services.
  • The operatives shall be used in a method to suit their functional responsibilities only.
  • H&G employees should not be offered employment while working at your premises     during the term of this contract and for a period of 1 year thereafter.
  • The working hours during summer and Ramadan will be in line with local government authority regulation.
  • It shall be our responsibility to provide replacement in case of annual leave and sickness of the operatives.
  • Request for replacement of any of the mentioned operatives by the client, shall be processed by giving 30 days prior notice.
  • The price includes H&G’s standard uniforms and does not include any custom made/branded uniforms, which can be provided at an additional cost.
  • H&G maintains both Public Liability and Workmen’s Compensation Insurance. H&G’s Liability under this contract is limited to the sum insured.
  • Any accidental damage to movable or immovable items within the premise, incurred during the normal course of our works, will be covered under the Client’s insurance.
  • The Client may terminate the Agreement at any time by providing two months’ written notice and a penalty of pro-rata two months will be levied.

 

4.2.5 Security

  • Our costs are per annum and fixed for the period stated.
  • A minimum of 30 days notification is required for mobilisation of the services.
  • The Security Officer shall be used in a method to suit their functional responsibilities only.
  • H&G employees should not be offered employment while working at your premises     during the term of this contract and for a period of 1 year thereafter.
  • The working hours during summer and Ramadan will be in line with local government authority regulation.
  • It shall be our responsibility to provide a replacement in case of annual leave and sickness of the operatives.
  • Request for replacement of any of the mentioned operatives by the client, shall be processed by giving 30 days prior notice.
  • The price includes H&G’s standard uniforms and does not include any custom made/branded uniforms, which can be provided at an additional cost.
  • H&G maintains both Public Liability and Workmen’s Compensation Insurance. H&G’s Liability under this contract is limited to the sum insured.
  • Any accidental damage to movable or immovable items within the premise, incurred during the normal course of our works, will be covered under the Client’s insurance.
  • For annual contracts, the Client may terminate the Agreement at any time by providing two months’ written notice and a penalty of pro-rata two months will be levied.
 

4.2.6 Pest Control

 

What’s Included:

Extermination and management of the following:

  • Crawling and flying insects
  • Cockroaches
  • Fleas

 

What’s Excluded:

Extermination and management of the following:

  • Bees
  • Wasps
  • Hornets
  • Silverfish
  • Termites
  • Bird lice
  • Treating breeding grounds 

 

It is the responsibility of the Office Manager to ensure the following requirements are followed:

  • Keep doors and windows closed during fumigation
  • Cover all foods, food containers and food preparation surfaces.
  • Cover computers and all electronic devices.
  • Turn off and cover any aquariums.
  • Turn off funs and air-conditioners.
  • Turn off all ignition sources such as gas pilot lights and other open flames.
  • Prepare to leave the Office for a good three to four hours after fumigating.
  • Open windows to ventilate the Office for at least 30 minutes before you reoccupy it
 
 
4.2.7 Check and Clean

 

What's Included:

  • Checking and cleaning of ceiling air grills
  • Checking and and cleaning of AC air filters
  • Checking and replacing of non-functioning light bulbs
 

What's Excluded:

  • AC deep coil cleaning
  • AC servicing, repairs or maintenance
 
Any defective/non-functioning bulbs that need to be replaced will be charged for separately unless supplied by the customer.

 

5. Payment Terms

 

1. Payment for an annual contract can be made in advance through debit or credit card, bank transfer, or cheque using any of the following options:

  • Payment of the full annual contract value
  • Quarterly or biannual payment (including 4 post-dated cheques)

 

2. Payment for spare parts, consumables and materials (depending on contract type), or additional works not covered by the contract can be through any of the following options:

 

  • Option 1: Register your credit card on-line and, once we receive your authorization to pay for the above, we will deduct any charges due.
  • Option 2: Deposit a refundable credit on your account, from which H&G can deduct charges due. We advise that 10% of the annual contract value be used as the measure for calculating the appropriate deposit. Any credit remaining on your account at the end of the annual contract period will be reimbursed to you, or can be carried forward and topped up, if necessary, for the future.
  • Option 3: Pay any monies due in advance of the works being undertaken by H&G

 

3. If the customer disputes any amount in the invoice, it must notify H&G in writing no later than 5 working days, following receipt of the invoice, and both parties shall cooperate in good faith to resolve the issue promptly. If the customer fails to notify H&G that it disputes all or part of an invoice in accordance with this clause, the invoice will be deemed valid and properly presented, unless the customer subsequently establishes that there is a manifest error in the way H&G has calculated the amounts owing under the invoice.

 

4. Save for any service credits due, and owing to the client, the client will pay H&G’s invoices in full, without any set-off, deduction, or counter claim.

 

5. Where any sum due and owing to H&G under this agreement is not paid in full, or is not paid when due, H&G shall be entitled (without prejudice to any other right or remedy) to suspend performance of its obligations under this agreement, by giving no less than 5 working days’ notice to the customer, stating the ground(s) on which it is intended to suspend performance. The right to suspend performance will cease when the customer makes payment, in full, of the amount due.

 

 
6. Accessing and Using the Website

 

Please read this document carefully before using this Website. By accepting this agreement you agree to comply with the terms and conditions of our website.


You explicitly acknowledge that H&G (part of Farnek - Total Facilities Management) reserves the right to change this policy at any time.


Use of the Website

By accessing the website, you warrant and represent to H&G (part of Farnek - Total Facilities Management) that you are legally entitled to do so and to make use of information made available via the website.


Responsible Usage

You are responsible for your actions on our Website. If you act recklessly or irresponsibly in your use of the platform or your actions endanger any person or the integrity or security or availability or performance of our platform, your access may be restricted, suspended or terminated, without prior notice.

In particular, you agree that you will not use, attempt to use or allow the platform to be used to undertake the following activities:


Content Publishing

You may not use the Website to publically post any material that:

  • is racist, obscene, hateful, defamatory, libellous, derogatory, threatening, profane, harassing, abusive, discriminatory or humiliating to another person or organisation

  • vilifies individuals based on their religion, gender, race or sexuality

  • contains copyrighted material (written, audio, video and other electronic forms) or infringes Intellectual Property Rights

  • contains personal information about you or another individual (including identifying information, email addresses, phone numbers or private addresses)

  • falsely represents another individual, organisation, government or entity


Activities that cause excessive load on the Platform

You must not undertake any of the following activities that may result in lowered website performance, such as:

Continual uploading content which is extremely large file size: Acceptable guideline is no larger than 1MB: per file


Trademarks

The trademarks, names, logos and service marks (collectively “trademarks”) displayed on this website are registered and unregistered trademarks of H&G (part of Farnek - Total Facilities Management) and its partners, suppliers and affiliates. Nothing contained on this website should be construed as granting any license or right to use any trademark without the prior written permission of H&G (part of Farnek - Total Facilities Management)


External links

External links may be provided for your convenience, but they are beyond the control of H&G (part of Farnek - Total Facilities Management) and no representation is made as to their content. Use or reliance on any external links and the content thereon provided is at your own risk.


Warranties

H&G (part of Farnek - Total Facilities Management) makes no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website.


Disclaimer of Liability

H&G (part of Farnek - Total Facilities Management) shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company’s personal information or material and information transmitted over our system.


In particular, neither (part of Farnek - Total Facilities Management) nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any commercial/data information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.


Conflict of terms

If there is a conflict or contradiction between the provisions of these website terms and conditions and any other relevant terms and conditions, policies or notices, the other relevant terms and conditions, policies or notices which relate specifically to a particular section or module of the website shall prevail in respect of your use of the relevant section or module of the website.


Severability

Any provision of any relevant terms and conditions, policies and notices, which is or becomes unenforceable in any jurisdiction, whether due to being void, invalidity, illegality, unlawfulness or for any reason whatever, shall, in such jurisdiction only and only to the extent that it is so unenforceable, be treated as void and the remaining provisions of any relevant terms and conditions, policies and notices shall remain in full force and effect.


Applicable laws (choice of venue and forum)

Use of this website shall in all respects be governed by the laws of UAE regardless of the laws that might be applicable under principles of conflicts of law. The parties agree that the courts located in UAE, shall have exclusive jurisdiction over all controversies arising under this agreement and agree that venue is proper in those courts.