Terms & Conditions
Focus House Technical Services LLC Responsibilities in the Customer’s Property
- Prior to works, Focus House Technical Services LLC guarantees to ensure that the appropriate coverings are put in place in order to protect any furniture, equipment, and flooring.
- Post-works, Focus House Technical Services LLC guarantees to leave the work area in a clean and presentable condition.
Focus House Technical Services LLC Requirements
- Any access permit/gate passes and any type of permissions required to carry out work at the property shall be arranged by the customer.
- Water and electricity required for the works at site to be provided by the customer.
Maintenance Services Contract - Terms and Conditions
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 Focus House Technical Services LLC staff.
- If a Focus House Technical Services LLC Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, Focus House Technical Services LLC will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property may be due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.
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.
Liability for Losses
In the highly unlikely event that representatives of Focus House Technical Services LLC 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 management, Focus House Technical Services LLC will conduct a full investigation to ascertain the facts. Focus House Technical Services LLC 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 Focus House Technical Services LLC. Tenants/owners should always secure high value items.
Standard prices are valid for the areas represented in the Focus House Technical Services LLC website only. Prices for other areas are quotation-based.
Callout Response Times
Focus House Technical Services LLC is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the contract/Focus House Technical Services LLC website/promotional literature. Focus House Technical Services LLC 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 Focus House Technical Services LLC team.
Where a system/equipment is malfunctioning, Focus House Technical Services LLC would investigate whether or not the malfunction was attributable to the work carried out by Focus House Technical Services LLC. If this was the case, Focus House Technical Services LLC would fix the equipment at no charge to the Client. However, where Focus House Technical Services LLC 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, Focus House Technical Services LLC will not be held responsible for any malfunction or subsequent damage caused to the property/assets.
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 Focus House Technical Services LLC, and/or failure to carry out contracted maintenance, the financial liability to Focus House Technical Services LLC 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.
Focus House Technical Services LLC 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.
Use of Scaffold or Electric Lifting Equipment and Safety Issues
The use of scaffold or lifting equipment to reach assets, which cannot be reached by normal ladders, will be charged to the customer as an additional fee to the contract fee, unless this fee is specified as included in the contract fee. It is the client’s responsibility to ensure that there is clear access for Focus House Technical Services LLC to erect the scaffold/lifting equipment. Focus House Technical Services LLC will not access locations in the premises if there is a safety issue which can put our staff at risk. Focus House Technical Services LLC will help the customer to try and find a solution to accessing these types of inaccessible locations.
Materials, Consumables and Spare Parts
Materials, consumables and spare parts are subject to availability in the UAE. Those items that are required to complete a job that are not listed in the Focus House Technical Services LLC stock lists will be charged at the cost price plus 15%. Materials are charged for separately as they are not included in the contract price. A list of Focus House Technical Services LLC inclusive items can be provided on request.
Provision of Incorrect Information by the Customer
If the information on the property 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, Focus House Technical Services LLC will have the right to revise the price charged to the customer accordingly.
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 substandard condition, Focus House Technical Services LLC 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 Focus House Technical Services LLC annual contract fee.
Payment Agreements for One-Off Renovation Projects
For project jobs the following payment terms apply
- For project works that are quoted at AED 5,000 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 5,000 up to AED 20,000:
- 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.
Changing a Contract
Making changes to an existing contract is possible after every fourth month. The following conditions apply:
- 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
Cancellation of a Contract by a Customer
Where the customer requests to cancel the contract, Focus House Technical Services LLC will refund 80% of the paid value of the remaining period of the existing contract.
Cancellation of a Contract by Focus House Technical Services LLC
Failure to promptly settle invoice charges may result in either suspension or discontinuation of all services provided in the maintenance contract.
Excessive Non-Emergency Call Out Consumption
Focus House Technical Services LLC will have the right to charge for any additional callouts at a discounted rate for contract customers of AED 290 per callout for 2 hours labor time.
Services to Customers for Expired Contracts
Focus House Technical Services LLC 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
Expiry of Contracts
After the expiry date of the contract, Focus House Technical Services LLC cannot be held responsible for the condition of the assets at the customer’s premises. Focus House Technical Services LLC will provide chargeable routine callout services (at AED 325 per 2 hour callout), which can be booked and scheduled through the website, or the Focus House Technical Services LLC Call Center on +971 52 972 0404.
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 Focus House Technical Services LLC service after those changes are made, you are expressing and acknowledging your acceptance of the changes.
Payment for an annual contract will be made in advance through debit or credit card, bank transfer, using any of the following options:
- Payment of the full annual contract value
- Quarterly or biannual payment
If the customer disputes any amount in the invoice, she/he must notify Focus House Technical Services LLC 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 Focus House Technical Services LLC 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 Focus House Technical Services LLC has calculated the amounts owing under the invoice.
Save for any service credits due, and owing to the client, the client will pay Focus House Technical Services LLC’s invoices in full, without any set-off, deduction, or counter claim.
Where any sum due and owing to Focus House Technical Services LLC under this agreement is not paid in full, or is not paid when due, Focus House Technical Services LLC 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.
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.