Terms & Conditions

1. Nature of the Service

Darek is a service-coordination platform. Darek does not itself perform HVAC, plumbing, or electrical repair work. Darek coordinates, dispatches, and manages independent, licensed third-party contractors ('Contractors') who perform the physical work at your property.

A subscription to Darek is a service contract for labor coordination and access to Contractors under the terms of your chosen plan. It is not an insurance policy, warranty against all future breakdowns, or a guarantee that no further issues will arise.

2. Plans and What Is Covered

2.1 Standard Plan

• Covers air-conditioning (AC) only.
• Includes scheduled seasonal cleaning and checkup visits, and on-call AC visits, up to the limits stated in your plan.
• Plumbing and electrical issues are not included in the subscription price. These are available as separate, one-off paid jobs at a discounted rate for subscribers.

2.2 Elite Plan

• Covers AC, plumbing, and electrical.
• Includes scheduled cleaning and checkup visits, and on-call visits for all three trades, up to the limits stated in your plan.
• Includes priority response times as described in Section 4.

2.3 What 'Covered' Means

For any covered visit, Darek covers the cost of Contractor labor for that visit, up to the job classification and rate structure Darek maintains with its Contractors. 'Covered' does not include the cost of replacement parts, major components, or materials beyond ordinary small consumables (e.g., tape, sealant, screws), which are covered at no charge.

Where a part or component needs to be replaced (e.g., a capacitor, thermostat, valve, or similar), the cost of that part is billed to the Customer separately, at cost. Standard-tier customers are billed the part cost with no markup. Elite-tier customers receive a discount on part costs as stated in their plan.

Major system components (e.g., compressor replacement, motor replacement, full circuit rewiring, water heater tank replacement) are always quoted and billed separately, and are not included in any subscription tier.

3. Subscription Terms, Trial, and Payment

• New subscriptions begin with a 3-month trial period. The Customer may cancel at any time during the trial with no further obligation.
• If the Customer chooses to continue after the trial, the subscription converts to a full annual plan, billed either in quarterly installments or as a single annual payment at a discounted rate, as selected by the Customer.
• The trial-period quarterly rate is priced above the standard quarterly rate. This reflects the cost of onboarding and initial servicing during the trial period.
• Subscription prices are determined by the number of air-conditioning units at the property and the plan tier selected, as shown in the app and on the Darek website at the time of subscription.
• Darek is not currently registered for VAT, so no VAT is charged and the prices shown are the full amount payable. If Darek registers for VAT in future, VAT will apply as UAE law requires and active subscribers will be told in advance.
• Darek does not activate a subscription automatically upon request. A Darek representative will contact the Customer to confirm property details and, where necessary, arrange a verification visit before the subscription is finalized and billing begins.

4. Service Levels

Darek aims to meet the following response times. These are service targets, not guaranteed outcomes, and may be affected by circumstances outside Darek's reasonable control (e.g., extreme weather, Contractor unavailability, force majeure).

• Priority emergencies (an uncontrolled water leak with no accessible shut-off valve, or a complete loss of electrical power to the property): same-day response, for all Customers regardless of plan.
• Standard-tier, non-priority on-call requests: response within 24 hours.
• Elite-tier, non-priority on-call requests: response within 3–4 hours.
• Scheduled maintenance visits: as booked and confirmed in the app.

Each visit addresses one trade only. A Contractor dispatched for an AC issue will not perform plumbing or electrical work on the same visit, and vice versa. A separate request is required for a different trade.

5. Workmanship, Rework, and Reassignment

If, within 3 days of a completed visit, the Customer reports that the same issue has not actually been resolved, Darek will reassign the job to another Contractor at no additional charge to the Customer for labor already covered under the plan. Darek does not require the Customer to argue or negotiate for this — a reported unresolved issue is reassigned as a matter of course.

This reassignment right applies to the specific issue reported and addressed in the original visit. It does not extend to unrelated, new, or pre-existing issues not part of the original service request.

6. Second Opinion Service

Darek offers a paid Second Opinion service, available to subscribers and non-subscribers alike, for Customers who have received a repair quote or diagnosis from another party and wish to have it independently reviewed by a Darek-coordinated Contractor.

The current fee for this service is stated in the app and on the Darek website at the time of request. If the Customer proceeds with the recommended repair through Darek within 30 days of the Second Opinion visit, the Second Opinion fee is credited in full against the cost of that repair.

The Second Opinion service provides an assessment and professional opinion. It is not a certified or notarized report and is not intended for submission to third parties (banks, insurers, courts) as formal evidence, unless otherwise agreed in writing.

7. Property Inspection Service

Darek offers a paid Property Inspection service, available to subscribers and non-subscribers alike, for Customers considering the purchase or rental of a residential property in the UAE.

The current flat fee, property size limits, and report delivery timeframe are stated in the app and on the Darek website. Properties exceeding the stated size limit require a custom quote, available on request.

The Property Inspection report reflects the condition of AC, plumbing, and electrical systems as observed at the time of the visit only. It is a professional assessment intended to inform the Customer's decision-making. It is not a guarantee of the future condition or performance of any system, and Darek is not responsible for defects that were not reasonably observable at the time of inspection, or that arise after the inspection date.

8. Cancellation

• Customers may cancel their subscription at any time through the app or by contacting Darek support.
• Cancellation during the trial period carries no further obligation, as stated in Section 3.
• Cancellation after the trial period, once converted to a full plan, does not entitle the Customer to a refund of amounts already paid for the current billing period (quarter or year), except where required by applicable UAE consumer protection law.
• Darek reserves the right to suspend or cancel a subscription in cases of non-payment, abuse of the platform, or a Customer's serious or repeated breach of these Terms.

9. Customer Responsibilities

• Provide accurate information about the property, including AC unit count, at the time of subscription or request, as pricing and service scope depend on this information.
• Provide Contractors with reasonable and safe access to the property for scheduled and requested visits.
• Not attempt to arrange direct, private work with a Darek-assigned Contractor outside of the Darek platform. Contractors are contractually barred from accepting such work, and doing so may result in suspension of the Customer's account.

10. Limitation of Liability

To the maximum extent permitted by UAE law, Darek's liability arising from the Services is limited to the value of the specific service visit or job giving rise to the claim. Darek is not liable for indirect, incidental, or consequential losses, including loss of use, loss of income, or damage arising from pre-existing conditions at the property that were not caused by Darek or its Contractors.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under the laws of the United Arab Emirates, including liability for death, personal injury, or fraud.

11. Governing Law and Disputes

These Terms are governed by the laws of the United Arab Emirates and the Emirate of Sharjah. Any dispute arising from these Terms or the Services shall first be addressed through Darek's customer support channels in good faith. If unresolved, disputes shall be subject to the jurisdiction of the competent courts of the United Arab Emirates.

12. Changes to These Terms

Darek may update these Terms from time to time. Material changes will be communicated to active subscribers through the app or by other reasonable means. Continued use of the Services after such changes constitutes acceptance of the updated Terms.

13. Contact

How we handle your personal data is explained in our Privacy Policy. For questions about these Terms, contact Darek through the in-app support chat or via WhatsApp, as provided on the Darek website and app.