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Terms And Conditions

INTRODUCTION

This website is operated by PROFESSIONAL LINE BUILDING MAINTENANCE LLC also known as PROLINE, is a limited liability company incorporated and registered in Dubai, UAE, having license number 933118. Our registered office is located at Al Quoz 4, street 26, Warehouse 1, P.O. Box 75164, Dubai United Arab Emirates.

Please read these terms and conditions carefully before you submit your order for products and services. By placing an order on the Site, you are agreeing to be bound by these Terms of Sale with immediate effect.

By accessing our site www.prolineuae.com, you agree to these terms and conditions, our Privacy Policy and where applicable our Refund Policy.

We may modify and update these terms and conditions for any reason and at any time on our website. These changes do not affect the rights and obligations that may have arisen prior to such changes.

  1. SERVICE

ORDER ACCEPTANCE

Order Acceptance. Our acceptance of your order will take place when we notify you of our acceptance in writing (e.g. by email or mobile messaging). If we are unable to accept your order, we will inform you of this in writing or through a call and will not charge you for the Service.

Payment. By placing an order, for service or product you authorize us or our third-party payment processer to process your credit/debit card details for the amount of your order. We accept payment by,

  • credit/debit card;
  • cash on delivery
  • Bank transfer

In order to authorize credit/debit card payments, we may be required to create an account for you with our third-party payment processors, including accepting their standard terms and conditions and submitting your details to them on your behalf. You hereby authorize us to do so and we shall not be liable to you for any damage or loss you may incur as a result.

We may remove or add cards or other payment methods that we accept at any time without prior notice to you

SERVICE CANCELLATION

YOUR CANCELLATION

You may cancel your service request 48 hours prior to the scheduled of service for any reason.

OUR CANCELLATION

We may cancel your service request if:

  • You do not make any payment to us when it is due;
  • You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service.
  • you do not, within a reasonable time, allow us to deliver the service to you.

EXECUTION OF SERVICE

If our supply of the services is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay;

If no one is available at your address to take service, we will notify you of how to reschedule the service date;

If you do not contact for rescheduling or if, after a failed visit to you, you do not reschedule the service date, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or reschedule the service, we will cancel your order.

Invoice. We will issue an electronic invoice for your purchase and send such invoice to the email address you provided to us.

Contacting us (arrange a cancellation): You may contact us through email, social media or live chat on the Site, or by calling +9714-3333878/+97150-6657330 (UAE).

Your Refund: For services not delivered, you will receive a full refund if you cancel the order before 48 hours of scheduled date of service delivery;

Refund Procedure: We will issue a refund to you depending on the method you used for payment, as follows:

Refund Timeline: Your refund will be initiated once your cancellation request is received in our customer care center, and the final refund will be received by you as follows:

  • if the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the notification in our customer care center;

General

Property Access and Owner/Tenant Responsibility During On-Site Work

A responsible person, whether this be the property owner, or a representative of the property owner, should enable access to the property as agreed/scheduled, and be present at the property for the duration of the time spent at the property by the Proline staff.

If a Proline Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, Proline will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property maybe due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.

Cancellation of Scheduled PLANNED PREVENTIVE MAINTENANCE 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 Proline 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, Proline will conduct a full investigation to ascertain the facts. Proline 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 Proline. Tenants/owners should always secure high value items.

Online Prices

Standard prices are valid for the areas represented on the Proline website only. Prices for other areas are quotation-based.

Callout Response Times

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

System/Equipment Malfunction 

Where a system/equipment is malfunctioning, Proline will investigate whether or not the malfunction was attributable to the work carried out by Proline. If this be the case, Proline will fix the equipment at no charge to the customer. However, where Proline 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, Proline will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

Limited Liability for Damage to Property/Assets

During the contract period, Proline will do all possible to ensure that no damage is done to the customer’s property/assets. However, in unforeseen circumstances should this happen Proline will not be liable for such damage.

Property Insurance

Proline 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.

Materials, Consumables and Spare Parts 

Materials, consumables and spare parts are subject to availability in the UAE. 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., Proline will have the right to revise the price charged to the customer accordingly.

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, Proline 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 PROLINE annual contract fee.

Payment Agreements for One-Off Renovation Projects

For project jobs the following payment terms apply:

  • 100% of the fee is payable in advance of the works being undertaken
  • For major projects, the payment terms will form part of a separate contractual agreement.

Changing a Contract

For transfer of the contract to a different property location, there is no charge if the new property is of a similar type

For transfer of the contract to a different property location, where the new property is of a different type, the charges will be adjusted on a prorate basis.

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 Proline at wecare@prolineuae.com.

Cancellation of a Contract by Proline

Failure to promptly settle invoice charges may result in either suspension or discontinuation of all services provided in the maintenance contract.

Payment/Legal Terms

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

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: Pay any monies due in advance of the works being undertaken by Proline

If the customer disputes any amount in the invoice, s/he must notify Proline in writing no later than 5 working days, following receipt of the invoice, and both parties shall cooperate in good faith to resolve the issue promptly. If the customer fails to notify Proline that it disputes all or part of an invoice in accordance with this clause, the invoice will be deemed valid and properly presented, unless the customer subsequently establishes that there is a manifest error in the way Proline has calculated the amounts owing under the invoice.

Save for any service credits due, and owing to the client, the client will pay Proline’s invoices in full, without any set-off, deduction, or counter claim.

Where any sum due and owing to PROLINE under this agreement is not paid in full, or is not paid when due, PROLINE shall be entitled (without prejudice to any other right or remedy) to suspend performance of its obligations under this agreement, by giving no less than 5 working days’ notice to the customer, stating the ground(s) on which it is intended to suspend performance. The right to suspend performance will cease when the customer makes payment, in full, of the amount due.

This Contract is subject to the laws of the Dubai United Arab Emirates. Any dispute arising out of, or in connection with this Contract, including any question regarding its existence, validity, interpretation or termination, shall be referred for amicable settlement by a nominated senior representative of each Party within ninety (90) days of a Party first giving notice of the dispute. If amicable settlement is not reached within such time period (or longer period agreed in writing by the Parties), it shall be referred to the exclusive jurisdiction of the Dubai Courts. In accepting this contract requesting our services, each party irrevocably submits to the jurisdiction of the Dubai Courts and waives any objection it may have to disputes arising out of, or in connection with this contract being heard in the Courts of Dubai, on the grounds that it is an inconvenient forum. This contract shall be governed by and construed in accordance with the law of the UAE.

  • PRODUCTS

PRICES

Prices for products and are quoted on this site. The site contains a large number of PRODUCTS and it is always possible that some of them may be incorrectly priced. We will verify prices as part of our sales procedure to ensure that a correct price is quoted at the time of payment of the product.

PAYMENT.

Payment in respect to PRODUCTS must be made immediately at the time of your order. We may withhold the product and/or terminate this agreement if the price is not received from you in full , on time and in cleared funds.

Payments for all products must be made by credit or debit cards (subject to the details in paragraph below)

We may from time to time in our absolute discretion set up a customer account which will enable a business customer to issue Orders, and we will invoice for the price in respect of each Order on or at any time after receipt of that Order , and you will pay the invoices within 30 days following the date of invoice.

Customer accounts will be subject to credit limits which we may vary from time to time in our absolute discretion.

DELIVERY OF PRODUCTS

We will arrange for the Products to be delivered to the address for delivery as indicated in your order at the time of check out. However we cannot guarantee delivery by the relevant date, particularly where the relevant Product is not in stock.

RISK AND TITLE

The Products will be at your risk from time of delivery. Ownership of the Products will only pass to you on 1. Delivery of the Products and 2. Our receipt of full payment of all the sums due in respect of the Products (including delivery charges)

REFUNDS

If you cancel this agreement and if entitled to a refund we will usually refund any money received from you using the same method originally used by you for your purchase. We will process the refund due to you as soon as possible and, in any event within 30 days of the day we received your notice of cancellation.

SALE OR RETURN OF GOODS 

We hope that you are completely satisfied with the goods we supply you. Consumers who buy goods online can cancel their order by sending a written request to us anytime from the time of placement of order but prior to dispatch intimation sent by us.

LIMITATIONS OF LIABILITY.

In no case shall Professional Line Building Maintenance LLC also known as PROLINE or our Group of companies namely , Bayram World General Trading LLC, Parent Concierge Project Management Services, and Green Home Real Estate Broker, our directors, officers, employees, affiliates, agents, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind including without limitations lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise arising from your use of any of our Service or Products procured using this website, for any claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted or otherwise made available via the service , even if advised of their possibility for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by the UAE law.

INDEMNIFICATION

You agree to indemnify, defend and hold harmless Professional Line Maintenance LLC also known as Proline, and our group group of companies, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by third-party due to or arising out of breach of these terms of service or the documents they incorporate by reference, or your violation of any law or rights of a third party.

GOVERNING LAW   These terms of Service and any separate agreements whereby we provide you service and products shall be governed by and construed in accordance with the laws of the Emirate of Dubai and the United Arab Emirates and any legal action or proceeding shall be subject to the jurisdiction of the courts of Dubai.

GENERAL TERMS

Images on the site are for illustration purposes; actual products may differ from such images. We will treat all your personal information that we collect in connection with your order in accordance with the terms of our Privacy Policy; use of our website will be subject to our website terms and conditions.

We may revise these terms from time to time, but such revisions will not affect the terms of any Agreement which we have entered with you. This Agreement may only be varied by an instrument in writing signed by both you and us.

If any provision of this Agreement is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement shall remain in full force and effect, and such invalid or unenforceable provisions or portions thereof shall be deemed omitted.

No waiver of any term, provision, or condition of the Agreement, whether by conduct or otherwise, in any one or more instances, will be deemed to be, or construed as, a further or continuing waiver of that term, provision or condition or any other term, provision or condition of this Agreement.

You may not assign, charge, sub-contract or otherwise transfer this Agreement, or any of your rights or obligations arising under this Agreement.

Any attempt by you to do so shall be null and void. We may assign, charge, sub-contract or otherwise transfer this Agreement, or any of our rights or obligations arising under this Agreement, at any time, providing where you are a consumer that such action does not serve to reduce the guarantees benefiting you under the Agreement.

This Agreement is made for the benefit of the parties to it and not intended to benefit, or enforceable by, any other person. The right of the parties to terminate, rescind, or agree any amendment, variation, waiver or settlement under this Agreement is not subject to the consent of any person who is not a party to this Agreement.

This Agreement contains the complete agreement between the parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous agreements or understandings, whether written or oral.

This Agreement will be governed by and interpreted in accordance with the laws of the UAE and the UAE Courts will have exclusive jurisdiction with respect to any dispute arising under the Agreement.