1. Parties and definitions
These Terms & Conditions ("Terms" — also referred to as our Terms of Service) govern any service provided by CESPRO Facility Management Services & Maintenance - L.L.C ("CESPRO", "we", "us", "our"), a limited liability company registered in Abu Dhabi, United Arab Emirates under Economic Licence CN-1654789 (Tax Registration Number 100399928900003), at Musaffah M-44, Sultan Bin Khalifa Bin Zayed, Abu Dhabi 32076, to any individual or entity that purchases or otherwise engages our services ("Customer", "you"). If you hold a CESPRO app account, the Terms of Service you accept in the app are the operative terms for your platform use; these Terms govern the services themselves, and if the two differ on a platform matter, the in-app Terms prevail.
"Services" means any maintenance, project, AMC package, emergency dispatch or platform service that CESPRO provides. "Platform" means the CESPRO customer app, web portal and connected systems.
2. Engagement and scope
You engage CESPRO by accepting a quotation, signing an AMC contract, booking a one-time service via the Platform, or calling +971 50 692 2820 and confirming the dispatch verbally. Every engagement is recorded in the Platform with a unique reference number.
The scope of each engagement is limited to what is listed in the booking, the AMC schedule of services or the signed quotation. Work outside that scope is treated as a separate engagement and may require a new quotation.
3. Payments and invoicing
Invoices are issued through the Platform as UAE VAT tax invoices under the Federal Decree-Law on Value Added Tax (Law 8 of 2017). Each invoice shows our Tax Registration Number (100399928900003) and VAT at the applicable rate (currently 5%). Payment terms and due dates are those stated on your invoice or service agreement.
- AMC packages: payable in advance on or before commencement; instalments by request.
- One-time services: confirmed on booking and settled on or after the visit.
- Project works: billed against the milestones set out in the signed quotation.
An invoice that remains unpaid after the grace period stated on it may incur a late-payment charge, and we may suspend further Services until the balance is cleared.
4. Workmanship warranty
CESPRO warrants its workmanship for the period stated for each service category — shown in the app on the completed job (for example, air-conditioning work carries a longer warranty than minor electrical or plumbing fixes) — or as stated in your AMC contract. The warranty covers a recurrence of the same fault that is directly attributable to the work we performed, up to the stated number of free revisits.
The warranty does not cover (a) damage caused by misuse, third-party intervention or natural events; (b) consumables and parts subject to natural wear; or (c) any system or fixture that the Customer has modified without CESPRO's prior written approval.
5. Cancellation and rescheduling
You can cancel or reschedule a scheduled visit free of charge at any time before our team arrives on site. A cancellation after the team has arrived, or a no-show — including not providing safe access to the property — may incur a call-out charge, which will be shown on your invoice.
AMC cancellations are governed by your AMC contract and the Refund Policy.
6. Site access and safety
The Customer is responsible for granting safe access to the property at the agreed time. If our technician arrives and cannot access the site, the visit is treated as a no-show and may be charged. The Customer also undertakes not to ask CESPRO staff to perform any work outside the scope or in unsafe conditions; technicians are instructed — and entitled — to refuse such requests.
7. Limitation of liability
To the maximum extent permitted by UAE law, CESPRO's total liability arising out of or in connection with any Service is limited to the total fees you paid us in the 12 months immediately preceding the event giving rise to the claim. CESPRO is not liable for indirect, consequential or punitive damages, nor for loss of revenue, profit or business opportunity. Nothing in these Terms excludes or limits liability that cannot be excluded under UAE law — including liability for death or personal injury caused by our negligence, or for fraud, gross negligence or wilful misconduct — and nothing limits the rights you cannot waive under UAE consumer-protection law (Federal Law No. 15 of 2020).
8. Use of the Platform
Access to the Platform is licensed (not sold) to the Customer for the duration of an active service or AMC. The Customer must not reverse-engineer, share credentials or use the Platform to scrape data. We reserve the right to suspend access in case of suspected abuse.
9. Customer data
We process Customer data in line with our Privacy Policy and the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021). By engaging us, you authorise us to take and store photographs of the work performed for quality, warranty and safety purposes. Where you use our AI features, the relevant content is sent to our AI provider to generate a response; it is not used to train third-party AI models. We do not publish identifying details of your property, or use your photos for marketing, without your consent.
10. Termination, changes and general
You can stop using the Services at any time; charges already incurred remain payable. We may suspend or end an engagement for material breach, non-payment of overdue invoices, or use that creates legal or safety risk — with reasonable notice where circumstances allow. Payment obligations and the Liability and Governing-law sections survive termination.
We may update these Terms; material changes are announced at least 14 days in advance on this page and, for app users, in the app — where a change materially affects your rights, the app asks you to re-accept before continuing. If any provision is held unenforceable, the remainder stays in force. If these Terms conflict with a signed AMC contract or an accepted quotation, the contract or quotation prevails for its subject matter.
11. Governing law and disputes
These Terms are governed by the federal laws of the United Arab Emirates. Any dispute arising hereunder shall first be referred to friendly negotiation between the parties and, failing resolution within 30 days, to the exclusive jurisdiction of the courts of Abu Dhabi, UAE. These Terms are published in English and Arabic; if there is any conflict, the English version prevails unless the law requires otherwise.