Terms & conditions

Terms & Conditions - Essential Maintenance Services

These Terms and Conditions (“T&C”) form an integral part of the engagement between the undersigned service recipient (hereinafter referred to as the “Customer”) and MINDTREE INTERIORS L.L.C, a limited liability company registered under the laws of the United Arab Emirates, acting through its registered trademark, “VILLACARE PLUS” (hereinafter referred to as the “Service Provider”, which expression shall, unless repugnant to the subject or context, include its successors, administrators, permitted assigns, and authorized representatives).

By confirming or availing any service(s) from the Service Provider, the Customer acknowledges, affirms and irrevocably agrees to be bound by the terms and conditions as stipulated hereinbelow.

1. Nature and Scope of Engagement

1. These Terms apply to one-time, ad hoc, on-demand maintenance services rendered by the Service Provider to the Customer, limited to those services specifically acknowledged and confirmed via digital, telephonic or written booking.

2. The scope of services may include, inter alia:

2.1. HVAC maintenance, filter cleaning, duct sanitation and minor diagnostics;

2.2. Electrical repair, socket replacement, fixture alignment and connection checks;

2.3. Plumbing-related leak inspection, drainage unclogging, sealant application, and fixture tightening;

2.4. Water tank surface cleaning using approved techniques;

2.5. Car washing, exterior façade wash (where accessible), and surface-level dirt removal;

2.6. Selective wall painting (interior & exterior) with basic masking, brushing and clean-up.

3. Any service not explicitly confirmed in writing or beyond the practical or physical feasibility of completion in the allotted timeframe shall be excluded from scope without liability.

2. Charges, Taxation and Invoicing

1. The Customer shall pay the Service Provider the full service charges as pre-quoted and accepted, which may vary based on the nature, duration, location, and complexity of the work.

2.1. Inclusive of VAT, which shall be levied as per prevailing UAE tax law;

2.2. Payable immediately upon completion of the assigned service, unless otherwise pre-agreed;

2.3. Subject to change at the discretion of the Service Provider in cases of unforeseen complications, additional time consumed, or unsafe working conditions.

3. The Service Provider shall have the right to decline continuation of work if payment terms are not respected or if Customer delays or resists reasonable work conditions.

4. Any materials, fittings, tools, or consumables required shall be separately chargeable on actuals and shall not be deemed to be included in the base service price unless expressly stated in writing.

3. Customer Covenants and Responsibilities

The Customer hereby undertakes:

1. To ensure safe, unrestricted access to the Premises at the agreed time and date;

2. To secure all required permissions and community entry codes in advance;

3. To disclose any known or suspected defects, leakages, or safety risks within the Premises, prior to commencement of service;

4. To remain present at the Premises or depute a responsible adult who can inspect and approve the service completion, failing which the Service Provider’s work shall be deemed accepted by default;

5. To provide a hazard-free work environment, inclusive of functional lighting, dry floors, ventilation, and safe access to service points.

4. Service Limitations and Non-Guarantees

1. The Service Provider shall not be obligated to complete a service where:

1.1. The site is unsafe or inaccessible;

1.2. Tools or materials required exceed what is available at the time of service;

1.3. Hidden or concealed damage requires civil or invasive intervention;

1.4. The Customer fails to provide prompt instructions or approvals during service.

2. The Service Provider is not responsible for:

2.1. Matching previous paint shades or exact texture replication;

2.2. Fixing or painting external surfaces, rooftops, or facades that are higher than 2.4 meters without scaffolding or specialized access equipment;

2.3. Tracing leaks or pipework concealed within concrete or tiled surfaces, unless explicitly agreed upon under the written scope.

3. Any return visit for issues not caused by workmanship failure shall be chargeable in full at standard rates.

5. Exclusion of Liability for Utility or Property Loss

1. The Service Provider shall not be liable for any loss, damage, or expense arising from:

1.1. Uncontrolled water flow or wastage due to the Customer’s failure to isolate supply lines;

1.2. Delay in locating the source of the leak or malfunction beyond the wall/ceiling;

1.3. Flooding, water meter spikes, DEWA surcharges, or any authority penalties;

1.4. Power surges, appliance damage, or fuse failure caused by pre-existing circuit faults or overloading.

2. The Customer agrees that responsibility for water, electricity, DEWA or Etisalat charges or penalties lies solely with the utility account holder, and the Service Provider shall not indemnify or reimburse any such amount.

6. Warranty Disclaimer and Workmanship Limit

1. All services rendered are on a “best-effort” basis, and the Service Provider provides no warranty, express or implied, for any one-time maintenance services, except in the limited circumstance where all of the following apply cumulatively:

1.1. The Customer has received a duly signed and dated Service Completion Report or Work Order Acknowledgement confirming the specific nature and scope of the service rendered;

1.2. The defect is attributable solely to proven poor workmanship;

1.3. The fault recurs within forty-eight (48) hours of job completion;

1.4. No tampering, misuse, or third-party interference has occurred.

1.5. Furthermore, in the case of critical mechanical or electrical components, including but not limited to pumps, compressors, motors, or similar equipment, the original manufacturer’s warranty shall apply, if and to the extent available, for a term of twelve (12) months from the date of installation or commissioning, subject to the terms and exclusions prescribed by the manufacturer. The Service Provider shall not be liable under any circumstance for warranty enforcement or fulfilment obligations attributable to the original equipment manufacturer.

2. In such cases, the Service Provider may, at its sole discretion, revisit and rectify the service without labour charges. The Customer shall bear the cost of any material required.

3. The Service Provider shall not be held liable for issues recurring due to faulty original design, aged equipment, or environmental exposure (e.g. humidity, corrosion, pest infestation).

The Customer agrees to indemnify and hold harmless unconditionally the Service Provider, its affiliates, staff, technicians, and authorized personnel from and against:

1. Any injury, damage, legal claim or proceeding initiated by community associations, third parties, or co-occupants arising out of the Services;

2. Any act of negligence, misuse or interference by the Customer, its staff, family members, or invitees;

3. All claims, costs, and consequences arising from concealed hazards or undisclosed site conditions.

8. Cancellations, Delays, and Rescheduling

1. Service bookings cancelled by the Customer less than six (6) working hours prior to scheduled arrival shall attract a minimum cancellation fee of AED 100.

2. Rescheduling shall be permitted only once per job, subject to availability and confirmation by the Service Provider.

3. If access is denied or the site is unprepared upon arrival, the visit shall be considered consumed and non-refundable.

The Service Provider shall not be liable for any delay, disruption or failure in performance resulting from an event of Force Majeure, including natural disaster, heavy rain, flood, war, lockdown, utility shutdown, government restriction or transport unavailability. Service shall resume as soon as reasonably practicable following cessation of the event.

10. Non-Employment and Responsibility for Staff

1. The Service Provider’s employees e.g. technicians, cleaners, subcontractors, and assistants are independently engaged by the Service Provider and are not, under any circumstances, to be considered employees, agents, or representatives of the Customer.

2. The Customer shall not give direct instructions to, withhold payment from, or engage in negotiations with the Service Provider’s personnel. All instructions, complaints or requests must be routed through the authorized point of contact provided by the Service Provider. The designated point of contact for such matters shall be via telephone at 800 (VCP) 827 or by email at care@villacareplus.ae. Any instruction, promise, or commitment made to on-site staff shall be deemed unauthorized, non-binding, and not enforceable unless confirmed through the above official communication channels.

3. The Service Provider shall be solely responsible for the insurance, salary, labour permissions, and conduct of its personnel, and the Customer shall have no liability whatsoever in respect of the same.

11. Health, Safety and Premises Risk

1. The Customer shall be responsible for ensuring that the Premises are free from health hazards, electrical danger, open drainage, unsecured pets, or other unsafe conditions.

2. The Service Provider shall not be held liable for any injury, damage to property, or delay arising from unsafe conditions, and reserves the right to suspend service at the Customer’s cost if the site is declared unsafe by the service team.

12. Photo Documentation and Evidence

1. The Service Provider shall be entitled to take photographs or videos of the service area before and after the job for internal record-keeping, service quality, and dispute resolution.

2. Such records shall be retained confidentially and may be submitted in evidence in case of any claim, dispute or accusation concerning the nature, adequacy or completion of work.

13. Protection of Valuables and Disclaimer of Responsibility

1. It shall be the sole responsibility of the Customer to ensure that all valuables, personal belongings, jewellery, electronics, cash, confidential items, and other articles of value at the Premises are properly secured, removed, or safely stored prior to the commencement of any service.

2. The Service Provider, its employees, technicians, representatives, or subcontractors shall not be held liable under any circumstances for the loss, disappearance, misplacement, or alleged theft of any such items, whether during or after the performance of the services.

3. The Customer expressly waives any right to claim or dispute in this regard and undertakes to take all necessary precautions in advance of service execution.

1. The Customer or its representative shall not interfere with or countermand the instructions given to the Service Provider’s personnel once service has commenced.

2. Any negative outcome, damage, or incomplete job resulting from Customer interference, changed instructions, or forced workarounds shall release the Service Provider from all further obligations or liability.

15. Acknowledgement of Completion

1. Upon completion of the service, the Customer (or a delegated adult) shall be requested to inspect and acknowledge the service.

2. In the absence of such acknowledgement, the job shall be deemed successfully completed if no complaint is raised in writing within six (6) hours of exit time.

16. Amicable Resolution and Jurisdiction

1. In the event of any disagreement arising out of these Terms or the Services rendered, the Parties shall first attempt amicable resolution via written notice.

2. This Agreement, including these Terms and Conditions and any dispute arising therefrom, shall be governed by and construed in accordance with the laws and regulations of the Dubai International Financial Centre (DIFC).

3. The Parties irrevocably agree that the Courts of the DIFC shall have exclusive jurisdiction to hear and determine any dispute, controversy, or claim arising out of or in connection with these Terms and Conditions, including any question regarding its existence, validity, interpretation, or termination.

4. Each Party waives any objection to proceedings being brought in the DIFC Courts on the ground of venue or inconvenient forum, and agrees to submit to the jurisdiction without limitation or reservation.