1Delivery, Transportation, and Site Access

1. The customer bears full responsibility for receiving the equipment from the Company or carrier, transporting it, and ensuring its entry into the site, including preparing access routes, lifting, and unloading, unless otherwise agreed in writing.
2. The customer shall ensure that the site is suitable to receive the equipment and that all access routes are clear, unobstructed, and appropriate for the equipment’s dimensions, weight, and installation requirements.
3. The site must be fully prepared, technically and operationally, prior to installation, including, but not limited to: a proper electrical supply, a water source, drainage, ventilation, adequate space, suitable flooring or foundations, safety requirements, and any technical prerequisites necessary for operation.
4. The Company shall not be liable for any delay or inability to perform installation due to site unpreparedness, inability to access the equipment, customer delay in receipt or preparation, or any site-related obstacles.
5. Installation is limited to final connection and positioning of the equipment only, and does not include any civil, electrical, mechanical, plumbing, demolition, modification, extension, lifting, internal relocation, or infrastructure works, unless expressly stated in the quotation or invoice.

2Installation Scheduling and Visit Timing

1. Installation shall be scheduled within 24 working hours upon full readiness of the site for installation and operation.
2. Timeframes are calculated during official working hours only and are subject to operational scheduling and existing workload priorities.
3. Any installation or technical visit appointment is indicative and may be affected by operational, logistical, or technical conditions, demand volume, or availability of technical teams.
4. The customer’s confirmation of site readiness—whether verbal, written, via communication channels (WhatsApp/email), or by sharing the site location—shall constitute acknowledgment of full readiness.
5. If the technician arrives and finds the site not ready, whether fully or partially, or if any conditions prevent or delay installation, the visit shall be considered non-productive. This may be documented via a technical report, site photos, or any evidence deemed appropriate by the Company.
6. In the event of a non-productive visit, the Company shall have the right to:
   1. Reschedule the appointment based on the next available slot.
   2. Apply a non-productive visit fee of SAR 500 within the Western Region. For locations outside the Western Region, the customer shall bear the technicians’ transportation and accommodation costs.
7. The non-productive visit fee becomes due upon the technician’s attendance and confirmation that the site is unprepared. It is independent of future services and shall not be deducted from or counted toward subsequent installation, maintenance, or revisit charges.
8. If the customer requests postponement after confirmation or prevents the technician from performing the work upon arrival, the Company may reschedule and apply applicable charges.

3Warranty Scope

1. The warranty is limited strictly to manufacturing defects confirmed through technical inspection by the Company, its agent, or the manufacturer, as applicable.
2. Warranty period: one (1) year from the date of delivery.
3. The method of remedy (repair, replacement, or otherwise) shall be determined solely at the Company’s technical discretion. The customer is not entitled to demand a specific remedy.
4. The warranty does not cover any indirect damages, business interruption, loss of profits, loss of use, or consequential claims arising from equipment failure or repair delays.
5. The warranty shall commence from the date of delivery.
6. The warranty remains strictly limited to the terms stated herein and shall not extend beyond them unless expressly agreed in writing by the Company.

4Exclusions from Warranty

The warranty does not cover consumables, expendable materials, or fast-wearing accessories unless otherwise stated in writing. It also excludes defects, damage, performance degradation, or failures resulting from:

1. Misuse or operation contrary to instructions or manuals.
2. Use beyond the intended purpose or overloading.
3. Improper installation not performed by Company-authorized personnel.
4. Tampering, dismantling, modification, or servicing by unauthorized parties.
5. Unstable electrical supply, incorrect wiring, or inadequate infrastructure.
6. Use of water that does not meet operational specifications, including poor-quality water, high salinity, impurities, sediments, or any properties leading to corrosion, scaling, rust, clogging, or internal damage.
7. Physical damage such as breakage, impact, mishandling, or improper storage.
8. Failure to perform routine maintenance or proper cleaning.
9. Delayed reporting of faults leading to further damage.
10. External, environmental, or operational factors not attributable to manufacturing defects.

5Customer Responsibility for Water and Infrastructure

1. The customer is responsible for ensuring that the water source complies with equipment specifications.
2. The customer is responsible for ensuring that the electrical, mechanical, and operational infrastructure is adequate prior to installation.
3. The Company shall not be liable for any damage or reduced performance caused by unsuitable water, electricity, infrastructure, or site conditions.
4. Continued operation despite clear signs of unsuitable conditions shall be at the customer’s sole responsibility.

6Maintenance and After-Sales Service

1. Maintenance requests are received during official working hours (9:00 AM–6:00 PM).
2. A technician shall be dispatched within 48 working hours of reporting, subject to scheduling, priority, fault nature, and parts availability.
3. The 48-hour timeframe is indicative and not a strict commitment; repair duration depends on technical assessment, parts availability, and the Company’s technical schedule.
4. Reporting a fault does not imply immediate or same-day service, and no services are provided outside working hours unless agreed in writing.
5. All visits are subject to internal scheduling and operational priorities.
6. If the issue is found to be outside warranty scope, the Company may issue a separate quotation covering inspection, labor, transport, spare parts, and other repair-related costs.
7. If on-site repair is not feasible, the Company may transfer the equipment to its workshop or request site adjustments.
8. Services outside defined regions or working hours require prior coordination and may incur additional charges.
9. The Company’s technical assessment, or that of its authorized representative, shall be final and binding regarding the cause of the fault and warranty eligibility.

7Service Coverage Area

1. The stated service timeframes apply within the Western Region only: Makkah, Jeddah, and Taif.
2. Outside this region, delivery, installation, maintenance, and warranty services shall be subject to prior coordination and operational feasibility.
3. Additional charges may apply, including travel, transport, accommodation, shipping, visit, inspection, and other operating costs, unless otherwise agreed in writing.

8Customer Obligations

The customer shall:

1. Provide a safe and fully prepared site that meets installation and operating requirements.
2. Allow the Company’s team to perform the work as scheduled without obstruction or delay.
3. Follow operating and maintenance instructions and use the equipment only for its intended purpose.
4. Avoid engaging unauthorized parties to install, service, dismantle, or modify the equipment during the warranty period.
5. Protect the equipment from misuse and unsuitable conditions.
6. Settle all applicable fees related to transport, installation, visits, maintenance, non-warranty parts, location, or service.

9General Provisions

1. Any exception, urgent service, special service, out-of-hours service, or service outside the usual geographic scope must be documented in writing by the Company.
2. All services are subject to Company policies and operational scheduling.
3. In the event of a conflict, a written and duly stamped agreement prevails only within its defined scope.
4. Verbal agreements or unauthorized communications shall not be binding.
5. The Company’s liability toward the customer shall not exceed the invoice value of the equipment in dispute.
6. The Company shall not be liable for delays or non-performance due to circumstances beyond its control, including weather, unexpected breakdowns, traffic, material shortages beyond its control, or other uncontrollable operational or logistical conditions.
7. Warranty validity requires compliance with operating instructions, preventive maintenance, cleaning, and periodic treatment in accordance with the operating manual or Company instructions. Failure to comply may void the warranty. The warranty remedy—repair or replacement of the defective part—shall be determined at the Company’s technical discretion.
8. The customer must retain maintenance, operation, cleaning, and treatment records and invoices and provide them upon request. The Company may reject a warranty claim if compliance with required maintenance cannot be demonstrated.
9. To receive maintenance, after-sales, and warranty services, the customer must have no overdue financial obligations toward the Company. If amounts remain due or overdue, the Company may suspend or stop these services—including warranty services—until all outstanding amounts are paid in full, without liability for resulting delays.