TERMS AND CONDITIONS
Last Updated: May 29, 2025
1. INTRODUCTION
- 1.1 Welcome to napa ("Company," "we," "us," or "our"). napa is a legally registered entity under the jurisdiction of the United Arab Emirates ("UAE"). napa provides facilities management services, including but not limited to home maintenance, buildings cleaning, electromechanical equipment installation and maintenance, plumbing, swimming pool maintenance, landscaping, gardening, and installation of furniture works (collectively, the "Services").
- 1.2 By accessing or using napa's website (the "Site") or mobile application (the "Platform"), you ("User" or "you") agree to be bound by these Terms and Conditions ("T&C"), as well as any additional guidelines, policies, or rules that may be posted on the Platform.
- 1.3 Definitions:
- User: Any individual or entity using napas Platform or Services.
- Services: The facilities management services provided by napa.
- Platform: napa's website, mobile application, or any other digital medium through which the Services are accessed.
- Subscription: Refers exclusively to the Annual Maintenance Contract (AMC). Subscriptions are valid for one year and do not auto-renew. Users must enter into a new agreement upon expiry to continue receiving services
- On-Demand Service: Refers to a one-time service request or 'Call Out,' which is a formal request for napa to attend and resolve an issue, whether under an Annual Maintenance Contract or on a standalone basis.
- User-Generated Content: Includes all content, data, or materials created and submitted by users on the Platform, including but not limited to posts, reviews, ratings, comments, forum entries, uploaded files, or any content shared in public or private spaces within the Platform.
- Platform Downtime: Refers to any period during which the Platform or a part of its services becomes temporarily inaccessible due to scheduled maintenance, system updates, technical issues, or unexpected interruptions beyond napa's control.
- Content: Means any and all material made available on the Platform, including but not limited to text, images, videos, audio files, software, code, documents, templates, graphics, interactive features, and any combination thereof, whether owned by napa, licensed to it, or posted by users.
- Third-Party Provider: Any external vendor or contractor engaged by napa.
- Force Majeure: Any unforeseen event beyond the control of napa, including but not limited to natural disasters, government regulations, strikes, or pandemics.
- Terms: refers to these Terms and Conditions and any other policies, guidelines, or documents incorporated herein by reference.
2. ACCEPTANCE AND SCOPE
- 2.1 Binding Contract: By accessing the Platform or using any of the Services, you acknowledge that you have read, understood, and agreed to be legally bound by these T&C. If you do not agree, you must immediately cease using the Platform and Services.
- 2.2 Revisions: napa reserves the right to modify or update these T&C. Users will be notified of changes at least 15 days before they take effect. Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised T&C.
- 2.3 User Responsibility for Updates: It is the User’s responsibility to review updated T&C periodically.
- 2.4 Changes and Amendments: napa reserves the right to modify these T&C or its policies relating to the Platform or services at any time, effective upon posting of an updated version of these T&C on the Platform. When we do, we will revise the updated date at the bottom of this page. Continued use of the Platform after any such changes shall constitute your consent to such changes.
- 2.5 No User Right to Modify Terms: Users acknowledge that these T&C can only be modified by napa. Any verbal agreements, emails, or informal communications shall not alter or override these legally binding terms.
3. ELIGIBILITY
- 3.1 Minimum Age: You must be at least 18 years old and have the requisite legal capacity to enter into binding contracts under the applicable laws of the UAE.
- 3.2 Legal Competency: Users must be legally competent under UAE Civil Code to enter into contracts.
- 3.3 Prohibited Users: Individuals or entities under trade sanctions or involved in unlawful activities are prohibited from using the services.
- 3.4 Account Security: Users are responsible for maintaining the confidentiality of their account credentials and for all activities that occur under their account. Providing false information may result in account termination. Users must immediately notify napa of any unauthorized use or security breaches. napa is not liable for any losses due to unauthorized account access.
- 3.5 User Compliance with Laws and Regulations: Users agree that they are solely responsible for ensuring that their use of napa's services complies with all applicable local, national, and international laws and regulations. napa shall not be liable for any legal issues, fines, or penalties resulting from a User’s failure to comply with building codes, licensing requirements, or municipal regulations.
4. SCOPE OF SERVICES
- 4.1 Subscription (AMC) & Pay-Per-Use: napa may offer subscriptions (Annual Maintenance Contract) as well as pay-per-use services. Specific terms (pricing, frequency, duration, payment schedules) shall be communicated separately.
- 4.2 Service Availability: Availability may vary by location (initially focused on Abu Dhabi). napa does not guarantee uninterrupted or error-free services.
- 4.3 Third-Party Providers: napa may engage external contractors. napa disclaims liability for their acts or omissions unless otherwise mandated by applicable law.
- 4.4 Service Exclusions: Services do not include structural repairs, hazardous material handling, or any work outside the standard scope outlined by napa.
- 4.5 Third-Party Services: If Users decide to enable, access, or use third-party services, they acknowledge that such services are governed solely by the terms and conditions of those services. napa does not endorse and is not responsible or liable for any aspect of such third-party services, including their content or data handling practices. Users irrevocably waive any claim against napa regarding such services. napa may engage independent third-party contractors for specific services. napa does not supervise or control these third-party contractors and does not warrant or guarantee the quality, safety, legality, or reliability of their work. napa shall not be liable for any direct or indirect damages caused by third-party service providers.
- 4.6 Accuracy of Information: Occasionally, there may be information on the Platform that contains typographical errors, inaccuracies, or omissions that may relate to promotions and offers. napa reserves the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information on the Platform or on any related Service is inaccurate at any time without prior notice (including after you have submitted your order).
- 4.7 No Warranty for Post-Service Defects: napa is not responsible for any defects, damages, or service failures that arise after a service is completed, including any:
- Structural failures
- Electrical faults
- Plumbing issues
- Material defects
The User agrees that napa's obligations end upon completion of the service, unless otherwise agreed in writing. - 4.8 No Responsibility for Pre-Existing Issues: napa shall not be liable for any damages, losses, or issues arising from pre-existing defects, hidden faults, or structural failures in the User’s premises, including electrical, plumbing, or mechanical systems. napa's role is limited to carrying out specific services requested, and it does not assume responsibility for the overall condition of the premises.
- 4.9 No Liability for Personal Injury or Property Damage: napa shall not be responsible for any bodily injury, illness, death, or property damage that may occur as a result of or during the provision of services, except where such liability is mandated by UAE law and arises due to napa's proven gross negligence. Users agree to release, indemnify, and hold napa harmless from any claims, lawsuits, or liabilities related to such incidents.
- 4.10 No Coverage for Accidental or Incidental Damages: napa shall not be responsible for accidental damages arising during service execution, including but not limited to scratches, minor leaks, temporary water pressure loss, or cosmetic imperfections. Users waive the right to claim compensation or refunds for such incidental damages, except in cases of gross negligence by napa.
- 4.11 Subcontractor Liability Waiver: napa may engage independent subcontractors to perform services. The User acknowledges that napa does not directly supervise subcontractors and waives any claims against napa for issues related to subcontractor performance, negligence, or delays. All liability for subcontractor actions rests solely with the third-party contractor, and Users agree to address disputes directly with them.
- 4.12 No Liability for Service Interruptions: napa shall not be liable for service delays, interruptions, or rescheduling due to:
- Supply chain disruptions
- Labor shortages
- Utility failures
- Extreme weather conditions
Users waive any claims for inconvenience, lost business, or alternative service costs. - 4.13 Force Majeure Considerations: napa shall not be liable for any delay, failure, or non-performance of services due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, labor disputes, supply chain disruptions, government regulations, internet failures, or power outages, Acts of God Cyberattacks, Wars or terrorist attacks. napa shall not be required to issue refunds or provide alternative services under such conditions.
- 4.14 No Guarantee of Emergency Response Time: napa does not guarantee any specific response time for emergency service requests. While napa will endeavor to respond promptly, external factors such as weather conditions, supply chain delays, or government restrictions may impact service timelines.
5. ORDERS AND PAYMENTS
- 5.1 Pricing: All fees (including taxes) will be provided on the Platform or via quotation.
- 5.2 Payment Terms: Accepted payment methods include credit cards, online payment gateways, and bank transfers. Late payments may result in service suspension.
- 5.3 Refunds and Chargebacks: napa's refund policies are governed by applicable UAE consumer protection laws, specifically Federal Law No. (15) of 2020 and its implementing regulations. Under these laws, Users may be entitled to a refund or compensation only in cases where:
- The service was not delivered as promised.
- The service was defective or not fit for purpose.
- napa failed to perform its contractual obligations without valid justification.
Refunds are not granted for change of mind, delayed appointments (unless napa is at fault), or issues outside napa's control. Fraudulent chargebacks will be pursued through legal channels. - 5.4 Pricing Adjustments at napa's Discretion: napa reserves the right to adjust pricing, fees, and promotional discounts at any time without prior notice. Promotions are subject to availability and may be discontinued at napa's sole discretion. However, any price increase related to the Annual Maintenance Contract (AMC) will only take effect at the end of the current contract term, in accordance with Clause 12.5(b).
- 5.5 Non-Refundable Fees: All payments made to napa for services are non-refundable, except where explicitly required under UAE consumer protection laws. No refunds shall be granted for services that were delayed or canceled due to the User’s actions, including failure to provide access or failure to comply with service prerequisites.
- 5.6 No Refunds Once Service Is Initiated: Once napa has commenced any part of the service — including dispatching personnel, purchasing materials, or allocating resources — no refund shall be provided, except:
- Where napa fails to begin service within 30 days of payment (excluding force majeure); or
- Where a refund is mandated under UAE consumer protection laws as detailed in Clause 5.3.
Users waive the right to raise chargebacks or initiate payment disputes unless they fall under these limited scenarios. - 5.7 User Liability for Non-Payment: If a User fails to pay for services provided by napa, napa reserves the right to:
- Suspend all future services for that User;
- Pursue legal recovery of outstanding amounts, including legal fees and collection costs;
- Blacklist the User from future engagements.
Users acknowledge that any unpaid amounts will accrue late fee of 1.5% per month (or the highest legal rate) from the due date.
6. USER OBLIGATIONS
- 6.1 Accurate Information: Users must provide accurate details when registering or ordering services. False information may result in cancellation.
- 6.2 Responsible Use: Users must not use the Platform or Services for unlawful purposes.
- 6.3 Property Access: If services require access to premises, Users must schedule appointments and ensure safe entry. napa is not liable for denied access.
- 6.4 Liability for Misuse: Misuse of the Platform may result in suspension or termination of access.
- 6.5 User’s Responsibility to Follow Instructions: napa shall not be responsible for any damages, inefficiencies, or service failures arising due to the User’s failure to follow napa's instructions, guidelines, or recommendations regarding property preparation, maintenance schedules, or safety measures.
- 6.6 Non-Transferability of Service Benefits: Service benefits, warranties, and maintenance obligations provided by napa are non-transferable between individuals or entities, unless expressly agreed in writing. However, if the service contract (including an Annual Maintenance Contract) has been entered into and paid for by the property owner or landlord, the benefits of that contract shall remain tied to the covered property for the duration of the contract term, regardless of any change in occupancy. Tenants shall not acquire independent rights to transfer, modify, or terminate the agreement. napa shall continue to provide services as per the original agreement until its expiration, unless asked to by the authorised signatory.
- 6.7 Accuracy of Information: Occasionally, there may be information on the Platform that contains typographical errors, inaccuracies, or omissions that may relate to promotions and offers. napa reserves the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information on the Platform or on any related Service is inaccurate at any time without prior notice (including after you have submitted your order).
- 6.8 User conduct: Users agree to engage with the Platform and Service Providers respectfully and professionally. Harassment, abuse, discriminatory behavior, or any conduct that violates napa's community standards is strictly prohibited. Any misuse of the Platform, including spamming, fraudulent activity, or attempts to disrupt services, may result in immediate suspension or termination of the User’s account.
- 6.9 Non-Solicitation of Staff and Contractors: Users shall not directly or indirectly solicit, hire, or attempt to hire any employee, agent, or subcontractor of napa for private engagements outside the scope of services provided by napa, without napa's prior written consent. This obligation applies during the term of the User’s engagement with napa and for a period of six (6) months thereafter.
7. INTELLECTUAL PROPERTY
- 7.1 Ownership: All content on the Platform is owned or licensed by napa.
- 7.2 Limited License: Users may access the Platform for personal or authorized business use only.
- 7.3 License Restrictions: Users may not copy, distribute, or reverse-engineer napa's content.
- 7.4 User Content: Users retain ownership of any content they submit, post, or display on or through the Platform. By submitting content, Users grant napa a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, adapt, publish, and display such content on the Platform.
- 7.5 No Ownership of Service Materials or Tools: Users acknowledge that any tools, spare parts, or service materials used by napa remain the property of napa or its suppliers, even if used at the User’s premises. Users have no rights, title, or ownership over such materials, and napa reserves the right to remove or reclaim any equipment after service completion.
8. DISCLAIMER OF WARRANTIES
- 8.1 Services "As Is": Services are provided “as is” and “as available,” with no implied warranties.
- 8.2 User Responsibility for Results: napa is not liable for results beyond stated service terms.
- 8.3 No Warranty for Third-Party Services: napa makes no warranty regarding any goods or services purchased or obtained through third-party services or any transactions entered into through such services.
- 8.4 Exclusion of Implied Warranties: To the maximum extent permitted by law, napa expressly disclaims all implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, title, and non-infringement. napa does not warrant that the Platform, Services, or any related content will be uninterrupted, error-free, or free from harmful components. The User assumes all responsibility and risk for their use of the Platform and Services.
- 8.5 No Warranty for Specific Results: napa does not guarantee any specific outcome, effectiveness, or duration of the provided services. The User acknowledges that maintenance, repair, or installation services are subject to external factors beyond napa's control, such as pre-existing conditions, material limitations, and environmental factors.
- 8.6 No Liability for Recommendations or Advice: napa may provide Users with advice, recommendations, or suggested best practices related to maintenance or repairs. However, Users acknowledge that napa does not guarantee the accuracy, effectiveness, or outcomes of any recommendations. Users assume full responsibility for any actions taken based on napa's advice.
- 8.7 User Assumption of Risk: The User acknowledges and agrees that any maintenance, repair, or service work inherently carries risks, including but not limited to structural damage, electrical hazards, plumbing malfunctions, or other technical failures. napa shall not be responsible for any such risks, and the User assumes full responsibility for allowing any service to be performed.
- 8.8 Service Quality and Rework: When napa does not directly provide services, we aim to ensure a satisfactory experience. In the event of unsatisfactory service, users may report the issue within 48 hours of service completion. Where applicable, napa may coordinate with the Service Provider to offer limited rework or resolution at their discretion. napa does not guarantee specific outcomes and is not liable for the Service Provider’s performance.
9. LIMITATION OF LIABILITY
10. INDEMNIFICATION
- 10.1 User Indemnity: Users agree to indemnify and hold napa, its affiliates, directors, officers, employees, and agents harmless from and against any liabilities, losses, damages, or costs, including reasonable attorneys' fees, incurred in connection with or arising from any third-party allegations, claims, actions, disputes, or demands asserted against any of them as a result of or relating to user content, use of the Platform or services, or any willful misconduct on the user's
- 10.2 Indemnity Against Third-Party Claims: The User agrees to fully indemnify, defend, and hold harmless napa from any claims, liabilities, damages, losses, or legal expenses arising from:
- User’s breach of these Terms
- Unauthorized use of the Platform or Services
- Damage caused to third parties by the User or as a result of using napa's services
- Disputes between the User and third-party service providers engaged through napa
This indemnification extends to any court proceedings, regulatory fines, settlements, or claims from governmental bodies. - 10.3 User Liability for Third-Party Damages: The User acknowledges and agrees that napa shall not be held responsible for damages, disputes, or conflicts arising between the User and third parties, including but not limited to landlords, tenants, homeowners’ associations, insurance companies, or government agencies. The User agrees to indemnify napa against any legal claims, penalties, or financial losses resulting from third-party interactions.
11. PRIVACY AND DATA PROTECTION
- 11.1 Collection and Use: Data is processed per UAE data protection laws and napa's Privacy Policy.
- 11.2 User Consent: Users affirm they have the right to provide any submitted data.
- 11.3 Limited Liability for Data Breaches: While napa implements industry-standard security measures, napa shall not be held liable for any unauthorized access, cyberattacks, or data breaches affecting User information unless such breach is directly caused by napa's gross negligence. Users acknowledge that no system is completely secure and agree to use napa's services at their own risk.
- 11.4 No Liability for Unauthorized Access or Cyber Attacks: napa implements reasonable security measures to protect user data; however, napa cannot guarantee that its Platform will be completely secure from hacking, phishing, cyberattacks, or unauthorized access. Users acknowledge that they assume the risks associated with digital transactions, and napa shall not be liable for any losses, identity theft, fraudulent activities, or financial damages arising from a security breach.
- 11.5 Confidentiality of Service Details: Users agree NOT to disclose or share service details, pricing structures, or contractual terms with third parties, competitors, or media outlets. napa reserves the right to take legal action for any unauthorized disclosures.
12. TERMINATION
- 12.1 By napa: napa may terminate access with 7 days' notice for a breach of these T&C.
- 12.2 By User: Users may terminate accounts by written request; termination does not waive payment obligations.
- 12.3 Termination Without Cause: napa reserves the right to terminate or suspend access to the Platform and Services at any time and for any reason, with or without prior notice. Such termination shall not entitle the User to any refund, compensation, or damages.
- 12.4 Account Deletion: Account termination requests must be submitted in writing. User data will be retained per UAE data regulations.
- 12.5 No Obligation to Renew or Extend Services
- (a) No Obligation to Renew: napa is under no obligation to renew, extend, or continue any service after the completion of a contract or subscription. Users acknowledge that napa reserves the right to refuse future service without explanation.
- (b) Discretionary Price Adjustments on Renewal: In the event that napa offers a renewal of a service contract (such as an Annual Maintenance Contract), napa reserves the right to adjust pricing, terms, or conditions at its sole discretion. Any proposed changes shall be communicated to the User in writing at least fifteen (15) days prior to the renewal date. Continued use or acceptance of renewal constitutes acceptance of the updated terms.
- (c) No Automatic Renewal: Services, including Annual Maintenance Contracts, do not renew automatically. A new agreement must be entered into for each service term.
- 12.6 Automatic Termination for Legal or Regulatory Violations: napa reserves the right to immediately suspend or terminate a User’s access to services if the User:
- Engages in fraudulent, illegal, or unethical activities
- Uses the services in a manner that violates UAE laws or governmental regulations
- Attempts to bypass payment obligations or contractual terms
napa shall not be liable for any refunds, losses, or claims resulting from such termination.
13. GOVERNING LAW AND JURISDICTION
- 13.1 Governing Law: These T&C are governed by UAE laws, specifically those of Abu Dhabi.
- 13.2 Jurisdiction: Disputes will be resolved in Abu Dhabi courts unless an alternative dispute resolution mechanism is agreed upon.
- 13.3 Arbitration Clause: Any disputes, controversies, or claims arising out of or relating to these Terms, including their validity, breach, or termination, shall be exclusively resolved through binding arbitration in Abu Dhabi, UAE, in accordance with the rules of the Abu Dhabi Commercial Conciliation and Arbitration Centre (ADCCAC). The arbitration shall be conducted in English.
- 13.4 Pre-Litigation Dispute Resolution: Before initiating any arbitration or legal proceeding, the User must first notify napa in writing of the dispute and attempt to resolve the issue through good-faith negotiations. If a resolution is not reached within 30 days, the matter shall be submitted to binding arbitration as per Section 13.3. Failure to follow this procedure waives the User’s right to bring a claim. The User waives the right to participate in any class-action lawsuit or class-wide arbitration.
14. FEEDBACK AND COMPLAINTS
14.1 Users may file complaints regarding a service or Service Provider through the Platform’s in-app complaint feature or by contacting napa's support team at info@napa.ae or info@napa.ae . Upon receipt, napa will acknowledge the complaint within 48 hours and initiate a review.
14.2 If the issue is not resolved within 7 business days, users may request escalation to napa's Management for further review and resolution. napa reserves the right to take corrective action, including warnings, service credits, or suspension of the Service Provider, where applicable.
CONTACT INFORMATION
For inquiries, contact us at:
15. GENERAL PROVISIONS
- 15.1 Survival Clause: The provisions related to limitation of liability, indemnification, intellectual property, and governing law shall survive contract termination.
- 15.2 Notices: All communications shall be in writing and deemed delivered
By using our website, you agree to comply with these Terms and Conditions. Thank you for visiting napa!
