1. Parties and definitions
These Terms & Conditions ("Terms") govern any service provided by CESPRO Facilities Management Services LLC ("CESPRO", "we", "us", "our"), a limited liability company registered in Dubai, United Arab Emirates, with commercial registration number 1234567, to any individual or entity that purchases or otherwise engages our services ("Customer", "you").
"Services" means any maintenance, project, AMC package, emergency dispatch or platform service that CESPRO provides. "Platform" means the CESPRO customer app, web portal and connected systems.
2. Engagement and scope
You engage CESPRO by accepting a quotation, signing an AMC contract, booking a one-time service via the Platform, or calling +971 50 692 2820 and confirming the dispatch verbally. Every engagement is recorded in the Platform with a unique reference number.
The scope of each engagement is limited to what is listed in the booking, the AMC schedule of services or the signed quotation. Work outside that scope is treated as a separate engagement and may require a new quotation.
3. Payments and invoicing
Invoices are issued through the Platform in compliance with the UAE Federal Decree-Law on Value Added Tax (Law 8 of 2017). Standard payment terms are net 14 days for individuals and net 30 days for corporate Customers, unless agreed otherwise in writing.
- AMC packages: payable on or before commencement; instalments by request.
- One-time services: pre-authorised on booking, finalised after the visit.
- Project works: typically 30% advance, 60% in progress, 10% on PC.
Late payments accrue interest at 1% per month after a 7-day grace period, computed on a daily basis. We reserve the right to suspend Service delivery on accounts more than 60 days in arrears.
4. Workmanship warranty
CESPRO warrants its workmanship for 30 days on any single visit and for the full duration (12 months) of any service performed under an AMC. The warranty covers any defect or recurrence that is directly attributable to the work we performed.
The warranty does not cover (a) damage caused by misuse, third-party intervention or natural events; (b) consumables and parts subject to natural wear; or (c) any system or fixture that the Customer has modified without CESPRO's prior written approval.
5. Cancellation and rescheduling
Bookings can be cancelled or rescheduled without charge if you give us at least 24 hours' notice. Cancellations made within 24 hours of the visit incur a 50% fee; cancellations made within 2 hours, or no-shows, incur the full visit fee.
AMC cancellations are governed by the Refund Policy.
6. Site access and safety
The Customer is responsible for granting safe access to the property at the agreed time. If our technician arrives and cannot access the site, the visit is treated as a no-show and may be charged. The Customer also undertakes not to ask CESPRO staff to perform any work outside the scope or in unsafe conditions; technicians are instructed and protected to refuse such requests.
7. Limitation of liability
To the maximum extent permitted by UAE law, CESPRO's total liability arising out of or in connection with any Service is limited to the lesser of (a) the value of that Service and (b) AED 50,000. CESPRO is not liable for indirect, consequential or punitive damages, nor for loss of revenue, profit or business opportunity.
8. Use of the Platform
Access to the Platform is licensed (not sold) to the Customer for the duration of an active service or AMC. The Customer must not reverse-engineer, share credentials or use the Platform to scrape data. We reserve the right to suspend access in case of suspected abuse.
9. Customer data
We process Customer data in line with our Privacy Policy and the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021). By engaging us, you authorise us to take, store and reuse photographs of the work performed for quality, safety and training purposes — never disclosing identifying details of the property without your consent.
10. Governing law and disputes
These Terms are governed by the federal laws of the United Arab Emirates. Any dispute arising hereunder shall first be referred to friendly negotiation between the parties and, failing resolution within 30 days, to the exclusive jurisdiction of the courts of Dubai, UAE.