Installation, Warranty, and Maintenance Policy
Acknowledgment of Terms:
Upon completion of a purchase, issuance of an invoice, or any partial or full payment, the Customer is deemed to have reviewed and accepted these Terms and Conditions. These terms constitute an integral part of the contractual relationship between both parties unless a separate written agreement, signed and stamped by the Company, states otherwise.
1. Equipment Receipt, Transport, and Site Access
[1.1] The Customer is fully responsible for receiving equipment from the Company or the carrier, and for its transportation and entry into the site. This includes preparing access routes, lifting, and unloading, unless otherwise agreed in writing.
[1.2] The Customer must ensure the site is prepared to receive the equipment and that all entry, loading, and unloading paths are clear of obstacles and suitable for the equipment’s dimensions and weight.[1.3] The site must be technically and operationally ready before the installation date. This includes, but is not limited to: appropriate power supply, water source, drainage, ventilation, adequate space, suitable flooring/foundations, safety requirements, and any technical prerequisites for operation.[1.4] The Company bears no responsibility for installation delays or failures caused by site unreadiness, restricted access, or the Customer’s delay in receipt or preparation.[1.5] Installation only covers the final connection and positioning of equipment. It does not include civil, electrical, mechanical, or plumbing works, nor does it include modifications, infrastructure preparation, or internal relocation unless explicitly stated in the quotation or invoice.
2. Installation Scheduling and Technical Visits
[2.1] Installation is scheduled within 24 working hours once the site is confirmed to be fully ready for installation and operation.
[2.2] Timeframes are calculated during official working hours and are subject to operational plans and existing priority queues.[2.3] Any scheduled visit is an estimate and may be affected by logistical, technical, or operational conditions.[2.4] Customer confirmation of site readiness (verbal, written, or via WhatsApp/Email) constitutes an acknowledgment that all requirements are met.[2.5] Non-Productive Visits: If the technical team arrives and finds the site unready or obstructed, the visit is classified as "Non-Productive." This will be documented via a technical report or site photography.[2.6] In the event of a non-productive visit, the Company reserves the right to:
A. Reschedule based on the next available slot.
B. Charge a Non-Productive Visit Fee of SAR 500.
[2.7] This fee is due upon the technician’s arrival and proof of unreadiness. It is independent of any subsequent service fees and does not cover the cost of the return visit.
3. Warranty Scope
[3.1] The warranty is strictly limited to manufacturing defects proven by technical inspection authorized by the Company, agent, or manufacturer.
[3.2] The warranty period is one year from the date of delivery.[3.3] The method of rectification (repair or replacement) is at the Company’s sole technical discretion.[3.4] The warranty does not cover indirect damages, operational losses, loss of profit, or any consequential claims resulting from equipment downtime.
4. Warranty Exclusions
The warranty does not cover consumables or wear-and-tear parts. Additionally, it does not cover faults resulting from:
[4.1] Misuse or operation contrary to technical manuals and Company instructions.[4.2] Overloading or operating the equipment in unsuitable environments.[4.3] Improper installation performed by parties not authorized by the Company.[4.4] Unauthorized tampering, modification, or maintenance.[4.5] Unstable power supply, incorrect electrical connections, or lack of electrical protection.[4.6] Water Quality: Use of water not meeting specifications (high salinity, impurities, or sediment) leading to corrosion, limescale, rust, or internal damage. All damages caused by water quality or lack of proper water treatment are excluded from the warranty.[4.7] Physical impact, breakage, fire, or poor storage/ventilation.[4.8] Neglect of routine maintenance or cleaning.
5. Maintenance and After-Sales Service
[5.1] Maintenance requests are accepted during working hours (9:00 AM to 6:00 PM).
[5.2] A technician will be dispatched within 48 working hours of reporting the fault, subject to scheduling and parts availability.[5.3] If the fault is found to be outside the warranty scope, the Company will issue a quotation for inspection, labor, and spare parts.[5.4] Geographic Scope: The mentioned timeframes apply only to the Western Region (Makkah, Jeddah, Taif). For areas outside this region, services are subject to prior coordination and may incur additional costs for travel, accommodation, and shipping.
6. Customer Obligations
Provide a safe and ready site.
Adhere to all operation and maintenance instructions.
Retain all maintenance, cleaning, and treatment records. Failure to provide these records upon request may result in the voiding of the warranty claim.
7. General Provisions
The Company’s liability shall not exceed the total invoice value of the specific equipment in dispute.
The Company is not liable for delays caused by Force Majeure (weather, sudden breakdowns, or external logistical supply chain issues).
- To provide maintenance services, after-sales services, and to benefit from warranty services, it is required that the customer has no outstanding financial dues toward the company.In the event of any outstanding or overdue amounts, the company reserves the right to suspend or cease providing these services—including warranty services—until all dues are paid in full. The company shall not be held liable for any delays resulting from such suspension.
