Sky High AC Repair – Service Terms & Conditions

Welcome to Sky High AC Repair. By subscribing to our Silver, Gold, or Platinum Maintenance Packages, you agree to the following terms and conditions. Please read them carefully.

1. Scope of Agreement & Package Definitions

• Silver Package: Covers basic scheduled AC maintenance and limited reactive callouts as specified in the package description.

• Gold Package: Covers advanced AC maintenance, deep chemical jet-washing, expanded plumbing/electrical callouts, and standard handyman labor hours.

• Platinum Package: Covers comprehensive, year-round preventive maintenance, unlimited emergency callouts, comprehensive HVAC/VRF optimization, and priority emergency booking.

2. Contract Duration & Payment Terms

• Contract Period: All packages (Silver, Gold, and Platinum) are active for a period of twelve (12) months from the date of payment and contract signature.

• Payment: Package fees must be paid in full upfront prior to the first scheduled maintenance visit unless an official installment plan is agreed upon in writing.

• Renewals: Contracts do not automatically renew. Clients will be notified 30 days before expiration to renew their plan at prevailing market rates.

3. Scheduling & Preventive Maintenance Visits

• Routine Bookings: Scheduled maintenance visits must be booked by the client at least 5 to 7 days in advance.

• Access to Property: The client must ensure our technicians have safe, legal, and unrestricted access to the property (including building permits or community security approvals where applicable) at the scheduled time.

• Missed Appointments: If our team cannot gain access to the property during a confirmed booking window, it will be counted as a missed visit and may incur a rescheduling fee of AED 100.

4. Emergency Callouts & Response Times

• Emergency Definition: Emergencies are defined as complete AC failure during summer months, major water pipe bursts, flooding, or total electrical blackouts/power tripping.

• Response Windows: While we strictly aim to meet our target response times (4 hours for Silver, 2 hours for Gold, and 90 minutes for Platinum), external factors such as extreme weather, severe Dubai traffic conditions, or community security delays may occasionally impact these windows.

• Fair Use Policy: For packages with “Unlimited” emergency callouts (Platinum), services are subject to a fair use policy. Repeated callouts for the same unresolved issue caused by client negligence or unauthorized third-party modifications are not covered.

5. Spare Parts, Materials & Exclusions

• Labor vs. Materials: Package pricing covers labor and diagnostic charges only as per your tier. The cost of all spare parts, consumable materials (e.g., replacement compressors, fan motors, capacitors, new valves, or extensive gas top-ups), and specialized building materials are not included and will be billed separately.

• Prior Approval: No spare parts will be replaced without providing the client with an official quotation and obtaining digital or written approval.

• Specialized Services: Heavy renovations, large-scale fit-outs, comprehensive gypsum partitions, and ceiling designs are treated as separate standalone projects. The 10% (Gold) and 20% (Platinum) discounts apply only to the labor/project quotes generated directly by Sky High AC Repair.

6. Exclusion of Liabilities

Sky High AC Repair will not be held liable for:

• Pre-existing damage to HVAC units, plumbing lines, or structural gypsum walls prior to the start of the contract.

• Delays in repairing systems due to the unavailability of specific spare parts in the local UAE market.

• Secondary damage caused by delayed reporting of leaks, blockages, or electrical faults by the client.

• Disruptions caused by force majeure events, including municipal utility failures (DEWA), severe storms, or community-wide power outages.

7. Cancellation & Refund Policy

• Within 14 Days: Clients may cancel the contract within 14 days of purchase for a full refund, provided no maintenance visits or emergency callouts have been utilized.

• After 14 Days: No refunds will be issued for cancellations made after 14 days or after any service has been successfully rendered. Contracts are, however, fully transferable to a new tenant or property owner within Dubai, subject to a modification fee of AED 150.