Terms of Service

1. About Us & These Terms

These Terms of Service govern the relationship between Tanmiyat Al-Ula for Operations & Maintenance Company (“we”, “us”, “our”) and any individual or organisation (“you”, “client”) who subscribes to our maintenance plans, books a one-off service, or engages us for project work.

By subscribing, signing a service agreement, or making a payment, you agree to be bound by these terms. If you do not agree, please do not use our services.

2. Subscription Plans

We offer four subscription tiers (Bronze, Silver, Gold, Platinum) as described on our subscriptions page. Each plan includes:

• A defined number of Planned Preventive Maintenance (PPM) visits per year
• Reactive callout allowances with the first hour of labour free per callout
• Materials included up to a monthly allowance (SAR 50–300 depending on plan)
• Emergency response within the timeframes stated on the subscriptions page

PPM visits are scheduled on your property's designated zone day. We will notify you at least 5 days in advance of each scheduled visit. Emergency callouts are available any day regardless of zone scheduling.

Platinum and custom plans are individually scoped following a site assessment. The agreed scope document forms part of these terms for Platinum clients.

3. What Is and Is Not Included

Included in all plans:Labour for PPM visits within included hours; first hour of labour per reactive callout (within monthly callout allowance); materials up to the monthly allowance specified in your plan; photo inspection report after each PPM visit; access to your property's dedicated request portal.

Not included — charged separately: Labour beyond the included first hour per callout (billed at published hourly rates); materials beyond the monthly allowance (quoted and approved before ordering); major component replacements (AC units, water heaters, pumps, electrical panels); structural or civil works beyond minor repairs; any work requiring third-party specialists; night rate premium (20–25% above day rate) for callouts between 8pm and 7am.

We will always provide a written quote and obtain your approval before undertaking any chargeable work beyond your plan. No extra charges will be applied without your prior consent.

4. Add-On Services

Optional add-ons (swimming pool maintenance, generator servicing, desalination plant care, garden & irrigation) are available as monthly additions to any plan at the rates published on our subscriptions page. Add-ons can be added or removed with 30 days notice.

5. Payment Terms

• Monthly subscriptions: Invoiced at the start of each calendar month. Payment due within 7 days of invoice date.
• Annual subscriptions: Invoiced upfront for the full year (with 15% discount applied). Payment due within 14 days.
• Custom / Platinum contracts: 50% payable upon signing, 50% at the 6-month mark.
• One-off services: Payment due upon completion of the job, or as agreed in the service quotation.
• Project work: Milestone-based payments as agreed in the project contract.

All prices are exclusive of Saudi VAT at 15%, which will be added to all invoices. VAT invoices are issued via our accounting system and are ZATCA-compliant.

Late payments: Invoices unpaid after 14 days may result in suspension of subscription services. We reserve the right to charge interest on overdue balances at the rate permitted under Saudi law.

6. Cancellation & Refunds

• Monthly plans: Cancel with 30 days written notice. No refund for the current billing month.
• Annual plans: Cancel after the first 6 months with 30 days notice. A prorated refund will be issued for unused full months, minus a 10% administration fee.
• Platinum / custom contracts: As specified in the individual contract. Typically 60 days notice required.
• One-off services: Cancellations made less than 24 hours before a booked visit may incur a SAR 150 cancellation fee.

We reserve the right to terminate a subscription immediately and without refund if a client is abusive to our technicians, repeatedly denies access to the property, or fails to pay two or more consecutive invoices.

7. Access to Property

You agree to provide our technicians with safe, timely access to your property on agreed visit days. If our technician arrives at the scheduled time and cannot access the property, the visit will be marked as completed and the PPM slot will be considered used for that period.

For properties requiring security pre-clearance (e.g. Diplomatic Quarter), you are responsible for arranging access in advance. We require at least 48 hours notice of any access restrictions.

8. Our Responsibilities

• To provide services with reasonable skill and care using qualified technicians
• To notify you of any issues found during visits and recommend appropriate action
• To obtain your approval before undertaking any chargeable work beyond your plan
• To respond to emergency callouts within the timeframes specified in your plan
• To protect your property and personal data in accordance with our Privacy Policy
• To issue VAT-compliant invoices for all services rendered

9. Limitations of Liability

We are not liable for:

• Pre-existing defects or damage to your property not caused by our work
• Issues arising from equipment or materials supplied by third parties or the client
• Delays caused by circumstances outside our control (extreme weather, road closures, supplier delays)
• Consequential or indirect losses arising from a service failure

Our liability for any direct damage caused by our technicians is limited to the cost of remedying that specific damage, up to a maximum of the total annual subscription value paid by the client in the preceding 12 months.

10. Intellectual Property & Marketing

By engaging our services, you grant Tanmiyat Al-Ula the right to reference your property type (not your name or address) in anonymised case studies and service portfolios. For commercial clients, we may request permission to use your logo in our company profile — this requires your explicit written consent and can be withdrawn at any time.

11. Governing Law & Disputes

These Terms of Service are governed by the laws of the Kingdom of Saudi Arabia. Any disputes shall first be attempted to be resolved through direct negotiation. If unresolved within 30 days, disputes shall be referred to the competent courts of Riyadh, Saudi Arabia.

12. Changes to These Terms

We may update these Terms from time to time. We will provide at least 30 days notice of any material changes via WhatsApp or email. Continued use of our services after that notice period constitutes acceptance of the updated terms.

13. Contact Us