Terms of Service

1. About these terms

These terms apply when you use this website or book a service with Grand Pearl, the trading name of Grand Pearl Technical Services L.L.C, Al Rigga, Deira, Dubai, United Arab Emirates. By booking a visit you accept them, together with our Warranty & Cancellation policy, Brand Disclaimer and Privacy Policy.

2. Who we are

Grand Pearl is an independent, multi-brand home-services company in Dubai. We repair and service air conditioners, fridges and freezers, washing machines, ovens and cookers, water heaters and kitchen hoods, and we carry out plumbing, electrical and painting work. We are not an authorised service centre, agent or partner of any appliance manufacturer.

3. Bookings

• You can book by phone, on WhatsApp or through the enquiry form on this website. Our working hours are Every day, 8 am – 10 pm. A booking is confirmed only when we contact you and agree a time.
• Visit times are our best estimate. Traffic, weather or an earlier job can cause delays. We will keep you updated.
• An adult must be at the property for the whole visit.

4. Charges and payment

• Visit charge. A visit and inspection charge of AED 99 covers the technician's travel and diagnosis. It is waived if you go ahead with the repair. If you decide not to go ahead, it is payable at the end of the visit.
• Written quote first. After the inspection, the technician gives you a written quote, on paper or by WhatsApp, for labour and parts. No work starts until you approve it.
• Extra work. If we find another fault during the job, we stop and give you a new quote before doing any more.
• Website prices are starting prices for guidance only. The final price depends on the appliance, the fault, the parts and the size of the job.
• Prices are in UAE dirhams (AED) and include VAT where it applies. Payment is due when the work is done, by cash, card or bank transfer, against an invoice.

5. Parts and materials

We fit original manufacturer parts where they are available. Where they are not, or where you prefer, we fit good-quality compatible parts. We tell you which kind, and the price, before we fit it. You may keep the old parts if you ask before the technician leaves. For painting, we agree the paint, colour and finish with you before we start.

6. Appliances under manufacturer warranty

If your appliance is still under the manufacturer's warranty, please contact the manufacturer or its authorised service centre first. Repair by an independent service such as ours can affect that warranty. If you ask us to go ahead anyway, you accept that risk.

7. What you agree to do

• Give us accurate information about the appliance, the fault or the job.
• Tell us about any hazard you know of at the property, such as damaged wiring, frequent tripping, leaks or earlier work by others.
• Give safe access to the work area, including any gate pass or building access the visit needs, and a working power and water supply where the job needs them.
• If you rent the property, get any landlord or building permission your tenancy requires.

8. Electrical, plumbing and painting work

Some electrical and plumbing work needs a permit or approval from Dubai Municipality, DEWA or your building management. Arranging these is the responsibility of the customer or the landlord. We will tell you when we think one is needed and help with the information the application asks for, but we will not start that work until it is in place. We may need to switch off power or water while we work, and we will tell you before we do.

For painting, please clear the area and remove or cover valuables, electronics, artwork and fragile items before we arrive. We cover floors and furniture with protective sheets, and we clean up when we finish.

9. When we can decline or stop a job

We may decline or stop work if conditions are unsafe, a needed permit or approval is missing, the appliance has been altered in a way that makes repair unsafe, or a part is no longer available. If we stop before any repair is done, you pay at most the visit charge. If we stop part-way through approved work, you pay only for the work done and the parts fitted.

10. Warranty

Repairs carry a 90-day warranty on labour and on the parts we fit, as set out in our Warranty & Cancellation policy. This is our own warranty, separate from any manufacturer's warranty.

11. Liability

We work carefully and take responsibility for damage we cause. To the extent the law allows, we are not responsible for loss or damage caused by pre-existing faults, hidden wiring or plumbing defects, power surges, hard water and scale, misuse, or work by anyone else after our visit. Nothing in these terms limits or excludes your rights under Federal Law No. 15 of 2020 on Consumer Protection or any other UAE law.

12. Website content

The text, photos and design of this website belong to Grand Pearl Technical Services L.L.C or are used with permission, and may not be copied without our written permission. Prices, tips and other information on the site are general guidance. Images are illustrative and may not show our own staff, vehicles or customers' homes.

13. Law and disputes

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. If you have a complaint, please contact us first on +971 52 362 0116 or WhatsApp, and we will try to resolve it quickly. You can also contact the consumer protection authorities in Dubai. Subject to your rights as a consumer, the courts of Dubai have jurisdiction.