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 H&G 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, H&G will conduct a full investigation to ascertain the facts. H&G 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 H&G. Tenants/owners should always secure high value items.

Callout Response Times

H&G is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the contract/H&G website/promotional literature. H&G 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 H&G team.

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 H&G, and/or failure to carry out contracted maintenance, the financial liability to H&G 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.

System/Equipment Malfunction

Where a system/equipment is malfunctioning, H&G would investigate whether or not the malfunction was attributable to the work carried out by H&G. If this was the case, H&G would fix the equipment at no charge to the customer. However, where H&G recommends a new replacement part/unit, e.g. an AC motor, and the customer will not provide approval, insisting instead on a repair and, subsequently, the unit fails, H&G will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

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 H&G to erect the scaffold/lifting equipment. H&G will not access locations in the premises if there is a safety issue which can put our staff at risk. H&G will help the customer to try and find a solution to accessing these types of inaccessible locations.

Property Insurance

H&G 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.

On-Line Prices

Standard prices are valid for the areas represented in the H&G website only. Prices for other areas are quotation-based.

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 H&G stock lists will be charged at the cost price plus 15%. A list of H&G inclusive items can be provided on request. Spare parts, consumables, and materials are all chargeable for Basic contracts.

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 rooms, the wrong size of water tanks or swimming pools etc., H&G will have the right to revise the price charged to the customer accordingly.

Changing a Contract

Making changes to an existing contract is possible after every fourth month. The following conditions apply: For a contract upgrade, e.g. from ‘basic’ to ‘standard’, there is no further charge
1) For transfer of the contract to a different property location, there is no charge if the new property is of a similar type
2) 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
3) For transfer of the contract to another tenant/owner at the same property, there is a one-off administration fee of AED 100

Payment Agreements for One-Off Renovation Projects

For project jobs the following payment terms apply:
1) 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
2) For project works that are quoted at more than AED 5,000 up to AED 20,000
3) 70% of the fee is payable in advance of the works being undertaken
4) 20% of the fee is payable when work is in progress
5) 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.

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, H&G 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 H&G annual contract fee.

Cancellation of a Contract by a Customer

Where the customer wishes to cancel the contract, a 30 days’ notice to be provided in writing to H&G at hg@farnek.com
1) H&G will refund 80% of the paid value of the remaining period of the contract from the date services have been stopped.
2) The refund will be issued out as a transferable value voucher for H&G services.

Contract Auto Renewal

Upon expiration, this agreement shall automatically renew for a period of one year.

Cancellation of a Contract by H&G

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

When a contract is ‘active’, H&G will attend all callouts, and of course, Standard and Executive contracts benefit from unlimited callouts. However, in the course of the annual contract, if the total number of non-emergency (routine) callouts exceeds either 15 callouts for an apartment, or 30 callouts for a villa, H&G 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.

Monthly / Quarterly Paying Customers

Monthly paid accounts are only permissible with a registered online credit/debit card. The first planned preventive maintenance service for your AC, electrical, and plumbing systems will be scheduled for month 4 of the contract.
Non-emergency callouts will be restricted for:
1) Apartments – up to 2 callouts a month
2) Villas – up to 3 callouts a month

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 H&G service after those changes are made, you are expressing and acknowledging your acceptance of the changes.

Expiry of Contracts

After the expiry date of the contract, H&G cannot be held responsible for the condition of the assets at the customer’s premises.
H&G will provide chargeable routine callout services (at AED 175 per 1-hour callout), which can be booked and scheduled through the website, or the H&G Call Centre on 800 42634.

Conversion to an Annual Contract

In the case of a non-contract customer purchasing an annual: ‘basic’, ‘standard’ or ‘executive’ package, within 24 hours of execution of the non-contract callout, the cost of the callout will be issued as a credit to the customer’s new contract account.

Services to Customers for Expired Contracts

H&G 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.

Payment for an annual contract

will be made in advance through debit or credit card, bank transfer, or cheque using any of the following options:

• Payment of the full annual contract value
• Quarterly or biannual payment (including post-dated cheques made payable to ‘Farnek Services LLC’

Payment for materials or additional works not covered by the contract can be through any of the following options:

• Option 1: Register a credit card on-line and, once we receive your authorization to pay for the above, we will deduct any charges due.
• Option 2: Deposit a refundable credit on your account, from which H&G can deduct charges due. We advise that 10% of the annual contract value be used as the measure for calculating the appropriate deposit. Any credit remaining on your account at the end of the annual contract period will be reimbursed to you in full, or can be carried forward and topped up, if necessary, for the future.
• Option 3: Pay any monies due in advance of the works being undertaken by H&G