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Terms and Conditions

Terms and Conditions

Welcome to the Terms and Conditions (“Terms”) of FAREEDA (Al Najma Al Fareeda International Group – ANAF) and its affiliates (collectively, “FAREEDA”, “we”, “us”, or “our”). These Terms govern your access to and use of our website at https://www.fareedacare.com/, our mobile application FAREEDA (collectively, the “Platform”), and the services we provide through the Platform (“Services”). The Services include home care solutions facilitated and delivered by our in-house professionals (“Professional Services”).

By downloading, accessing, or using the Platform or Services, you agree to be bound by these Terms, which, together with our Privacy Policy available at https://www.fareedacare.com/, form the basis of our relationship with you. If you do not agree with any part of these Terms, you must not use the Platform or Services. “You”, “your”, “user”, or “client” refers to any individual or entity using the Platform or Services.

We are committed to delivering high-quality, integrated home care solutions, building on our established expertise in facilities management across residential and commercial sectors in the UAE. These Terms are designed to ensure transparency, security, and fairness in all interactions, in compliance with applicable UAE laws, including Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), Federal Law No. 15/2020 on Consumer Protection, and relevant e-commerce regulations issued by the UAE Ministry of Economy.

1. Acceptance and Eligibility

By using the Platform, you confirm that you have read, understood, and agree to these Terms. You must be at least 18 years old or the age of legal majority in your jurisdiction to use the Services. Minors under 18 years of age shall not register as users or transact on the Platform. We reserve the right to refuse or terminate access to anyone who does not meet these criteria or violates these Terms.

2. Description of Services

FAREEDA operates as a booking platform for home care services, including but not limited to cleaning, maintenance, pest control, and other customized solutions. We deliver these Professional Services through our in-house, well-verified professionals who are trained and empowered by our own team. We facilitate bookings, payments, and communications to ensure a seamless experience. As the provider of these Services, we maintain oversight of our in-house professionals to uphold quality standards, but individual service outcomes may vary based on specific circumstances.

For specialized services (e.g., those requiring regulatory approvals), we ensure compliance with UAE authorities, such as the Dubai Health Authority (DHA) where applicable. We do not store sensitive medical data; such information, if any, is handled in accordance with legal requirements.

3. User Accounts and Responsibilities

To access certain features, you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. Notify us immediately at info@fareedacare.com if you suspect unauthorized access.

Your Responsibilities as a User:

  • Environment & Access: You must provide a safe working environment for our professionals, free of structural hazards or aggressive pets. You are responsible for ensuring that the technicians have proper access to the premises, water, and electricity required to perform the Services.

  • Securing Valuables: You are strictly responsible for securing all cash, jewelry, highly fragile items, and other valuables prior to the commencement of the service.

  • Lawful Use: Use the Platform only for lawful purposes and in compliance with these Terms and UAE laws, providing truthful information during bookings and interactions.

  • Device Security: Keep your device secure; we recommend avoiding jailbreaking or rooting, as it may expose your device to security risks and impair Platform functionality.

  • Connectivity: Ensure your device has sufficient battery and an active internet connection (Wi-Fi or mobile data) for full use. We are not liable for reduced functionality due to connectivity issues, data charges, or device limitations, except where our negligence is proven.

You must not:

  • Copy, modify, reverse-engineer, or extract source code from the Platform.

  • Create derivative works or translate the Platform without our written consent.

  • Use the Platform to harass, harm, or infringe on others’ rights.

  • Introduce viruses, malware, or any harmful code.

4. Service Delivery (Arrival, Duration & Warranty)

  • Technician Arrival Time: Our professionals strive to arrive exactly at your scheduled time. However, to account for standard Dubai traffic conditions and logistical variables, we request an arrival grace period of +/- 30 minutes.

  • Work Duration: The duration of the service is estimated based on the standard scope of the booking. Actual working time may vary based on the specific condition of the premises upon arrival.

  • Post-Service Warranty: We offer a 24-hour post-service warranty. If you are unsatisfied with the quality of the service or feel specific areas were overlooked, you must notify us within 24 hours of the job’s completion. We will arrange a touch-up or reclean of the affected areas at no additional cost.

5. Intellectual Property Rights

The Platform, including all content, designs, logos, trademarks, copyrights, database rights, and other intellectual property (“IP”), is owned by or licensed to FAREEDA. You are granted a limited, non-exclusive, non-transferable license to use the Platform for personal, non-commercial purposes. Unauthorized reproduction, distribution, or use of our IP is strictly prohibited and may result in termination of your access and legal action under UAE Federal Law No. 38/2021 on Copyrights and Neighboring Rights.

6. Third-Party Services and Links

The Platform may integrate or link to third-party services, such as payment processors, analytics tools (e.g., Google Analytics), or external websites. These are subject to their own terms and privacy policies, which you should review. We do not endorse or control these third parties and are not responsible for their content, availability, or practices, unless explicitly stated. Examples include Google Play Services, Apple App Store Services, payment gateways, and analytics tools.

7. Bookings, Payments, and Fees

When you book Professional Services through the Platform, fees are displayed at the time of booking.

  • Payment Methods & Gateway Compliance: We accept major credit/debit cards and other methods in AED. All in-app and online payments are processed through secure, third-party payment gateways. We adhere strictly to PCI/DSS (Payment Card Industry Data Security Standard) compliance. FAREEDA does not capture, store, or process your full credit or debit card details on our local servers.

  • Taxes and Charges: You are responsible for all applicable taxes. We may adjust fees which will e properly displayed prior to final booking confirmation, no advance notice is required for temporary promotions or fee reductions.

  • Credit Packages and Subscriptions: Promotional credits and package balances are non-transferable and non-refundable. Recurring subscriptions (e.g., automated monthly cleaning plans) will be billed automatically to your saved payment method on each renewal cycle and can be canceled or managed anytime via your account settings.

8. Cancellation and Rescheduling Policy

To maintain fair scheduling and cover operational dispatch costs, FAREEDA enforces the following rescheduling, cancellation, and fee structure:

Rescheduling One-Time Packages (OTP):

  • First Reschedule:

    • Within 30 minutes of making the booking: Free

    • More than 2 hours before the scheduled job: Free

    • Within 2 hours of the scheduled job: 5 AED

  • Second Reschedule (Same Package):

    • Within 30 minutes of making the booking: 5 AED

    • More than 2 hours before the scheduled job: 5 AED

    • Within 2 hours of the scheduled job: 10 AED

Rescheduling Monthly Subscriptions:

  • Up to Half the Count of Package Jobs:

    • Within 30 minutes of making the booking: Free

    • More than 2 hours before the scheduled job: Free

    • Within 2 hours of the scheduled job: 5 AED

  • More Than Half the Count of Package Jobs:

    • Within 30 minutes of making the booking: 5 AED

    • More than 2 hours before the scheduled job: 5 AED

    • Within 2 hours of the scheduled job: 10 AED

Other Changes & Exceptions:

  • Paid Modifications: A flat fee of AED 2 applies to modifications made to non-free transaction requests.

  • FAREEDA-Initiated Reschedule: If a reschedule is required due to staff unavailability or platform conflicts, our team will process the change completely Free of charge.

Cancellations, Refunds, and Call-Out Fees:

  • Full Repayment / Refund: Cancellations made more than 2 hours before the scheduled service are eligible for a full refund or full account credit.

  • Late Cancellation (Partial Refund): Cancellations made within 2 hours of the scheduled service start time will incur a late cancellation penalty, and only a partial refund will be issued.

  • No Refund & Minimum Arrival Fee: If a service is canceled upon or after the technician’s arrival, or if the technician cannot gain access to the premises within the scheduled window, no refund will be issued. A call-out fee equivalent to the full cost of the booked job (100%) will be charged to cover dispatch, labor, and travel expenses.

  • Last-Minute Rescheduling prior to Cancellation: Attempting to reschedule a job within 2 hours of its start time and subsequently canceling it will remain subject to standard late cancellation fees.

Refund Processing & Payment Gateway Fees:

  • Processing Timeline: Approved refunds will be credited back to the original payment method used during booking. Depending on your card issuer or bank, refunds typically take 5 to 10 business days to appear in your account.

  • Non-Refundable Processing Fees: Third-party payment gateway charges, card network processing fees, or original service charges incurred during initial payment processing are non-refundable and will be deducted from any issued refund.

  • Administrative Refund Fee: An administrative handling fee may be applied to cover payment processing network costs incurred during the refund transaction.

9. Liabilities, Disclaimers & Insurance Limit

We strive for accurate, up-to-date information but may rely on third parties for certain data. To the extent permitted by UAE law, we disclaim liability for errors or interruptions not caused by our gross negligence, losses from relying on Platform content, or force majeure events.

  • Liability Cap & Insurance Coverage: As our professionals are in-house, we take responsibility for their performance. However, in the unlikely event that a technician causes direct damage to your property during the provision of Services, our liability is strictly capped. Compensation for verified damage is limited to either a maximum refund of the specific service fee paid, or the maximum cap limit provided under our corporate liability insurance policy coverage up-to 1000 AED, whichever is determined applicable by our assessment team.

  • Exclusions: We will not be held liable for damage to pre-existing fragile items, un-secured valuables, or electronics. We are not liable for indirect, consequential, or punitive damages, except where prohibited by UAE Federal Law No. 15/2020.

10. Quality Assurance and Reporting

We maintain high standards through our Quality Assurance Program, including random unannounced inspections, on-site reviews, and post-service follow-ups.

Report issues promptly to info@fareedacare.com:

  • Damaged or missing items: Within 24 hours for damage, 48 hours for missing/stolen items.

  • Service quality concerns: Within 24 hours (as per our post-service warranty).

We investigate reports diligently and take appropriate remedial measures to ensure customer satisfaction in accordance with UAE consumer rights.

11. Communications

We may send updates, confirmations, marketing, or notifications via SMS, email, WhatsApp, or app alerts. By using the Services, you consent to these communications in compliance with PDPL. Opt-out options are available for marketing, but transactional messages will continue.

12. Termination and Updates

We may update the Platform or these Terms at any time. Updates to the Platform may require downloads; failure to update may limit access. We reserve the right to terminate or suspend your access with notice (or without in cases of violation) or discontinue the Services. Upon termination, all licenses granted to you end, and you must cease use and delete the Platform if requested.

Changes to Terms will be posted on the Platform or notified via email, with continued use constituting acceptance. These Terms are effective as of June 28, 2026.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of the United Arab Emirates. Any disputes shall be resolved amicably first; if unresolved, they are subject to the exclusive jurisdiction of the courts in Dubai. We comply with UAE regulations, including sanctions (e.g., no services to OFAC-sanctioned countries or entities). No partnership, agency, or joint venture is created hereby. If any provision is invalid, the remainder remains enforceable.

14. Contact Us

For questions, suggestions, or concerns about these Terms, contact us at info@fareedacare.com or via our grievance officer:

Grievance Officer Email: info@alfareedagroupintl.com
Tollfree no. : +971 800 23 23 2

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