Privacy Policy
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This Privacy & Service Policy outlines the terms, conditions, and limitations under which PROFIX Home Services (“we,” “our,” or “us”) provides home maintenance and repair services to customers (“you” or “customer”). By engaging our services or subscribing to a package, you agree to the terms stated herein.
1. System Emergencies
- Emergencies are classified as complete failure of plumbing or electrical systems.
- Air Conditioning emergencies will be attended to within 90 to 120 minutes of the service request.
- If an emergency is related to an issue for which PROFIX Home Services has already provided a quote to fix the root cause, the call-out will not be considered an emergency service and will be chargeable at full rates.
- PROFIX Home Services shall not be held liable for any damages to the customer’s property that may occur between the time of request and the arrival of our team.
2. Planned Preventive Maintenance (PPM)
- For new annual packages, a PPM survey will be scheduled within 1 week of package activation.
- If the customer is unavailable, reactive call-outs will be on hold until the survey is completed.
- Customers will receive notification 1 week prior to a planned visit. If no confirmation is received 48 hours before, the appointment will be canceled.
- One opportunity to reschedule will be granted within 4 weeks, except for water tank cleaning, which cannot be rescheduled.
3. Excluded Items & Activities
- The following items and activities are excluded from the scope of all home maintenance packages:
- General Exclusions
- Installation of customer-provided materials or items.
- Carpentry, painting, aluminum works, or civil works.
- Additions, upgrades, or replacements of existing systems.
- Rectification of design, construction, or commissioning faults.
- Kitchen equipment, audio-visual equipment, data components, or generators.
- Air Conditioning Exclusions
- Coverage is limited to Split, Window AC, and FCUs.
- VRV/VRF systems are excluded and priced separately.
- Insulation work, programmable unit troubleshooting, or modifications requiring manufacturer access are excluded.
- Plumbing Exclusions
- Waterproofing failures on roofs or basements.
- Chilled water systems, pumps, or insulation.
- Hidden pipes requiring civil works.
- Garden irrigation systems, related pumps, and equipment.
- Replacement of water heaters, booster pumps, pressure kits, or major bathroom fixtures.
- Replacement of water/drainage lines in shafts, tanks, or confined spaces.
- Sump pit, grease trap, or manhole jet cleaning with root removal.
- Electrical Exclusions
- Specialist equipment such as alarms, intercoms, and garage door systems.
- Replacement of entire light fittings, rewiring, or smart home/automation systems.
4. Payment Terms
- Full payment approval is required at the start of the contract period.
- Accepted payment methods: MasterCard, Visa, Online transfer, or Cash on arrival.
- Payment must be completed before work commences at the customer’s property.
- Failure to make payment will result in suspension of services until full settlement.
- PROFIX Home Services reserves the right to charge interest on overdue amounts in accordance with UAE law.
- All payments and transactions are made in AED.
5. Privacy & Data Protection
- Customer personal data (e.g., name, contact details, property address) will be collected only for service delivery purposes.
- PROFIX Home Services will not share, sell, or misuse customer data with third parties, except where required by law.
- Digital payment data is processed through secure, compliant payment gateways.
- Customers may request to update or delete their personal data from our records by contacting our support team.
6. Liability Disclaimer
- PROFIX Home Services shall not be responsible for delays, damages, or failures caused by factors beyond our control (e.g., force majeure events, government restrictions).
- Our responsibility is limited to the scope of services as outlined in the customer’s selected package.
- Any work outside the package or exclusions will be treated as a separate, chargeable service.
