How to cancel or reschedule, what it costs, and when we refund.
Rescheduling is a normal part of life and we do not believe in punishing customers for it. What we do have to manage is the cost of a technician and a vehicle being committed to a slot that then goes unused, because that cost is real and it ends up in everybody's pricing if we ignore it.
So the rules below are generous at the top and firmer as the appointment approaches.
We waive these charges as a matter of routine for genuine emergencies, medical situations and building-imposed access failures. Tell us what happened and we will almost always simply rebook you.
If we have to cancel or move your appointment, we tell you as soon as we know, offer the earliest alternative slot available and refund any deposit in full at your request.
If we arrive more than sixty minutes outside your agreed window without having told you in advance, you may cancel with no charge whatsoever, and we will apply a AED 100 credit against your next booking with us.
Most residential jobs require no deposit. A deposit is taken only where we are ordering materials specifically for you, or for larger project works, and the amount is stated in the quotation.
Deposits are refundable in full up to 48 hours before the scheduled start, less the cost of any non-returnable materials already ordered on your instruction.
Where work has been completed to specification, we do not offer refunds, we offer remedy. Tell us within seven days and we return, inspect and put right anything defective in our workmanship at no charge. In our experience this resolves the overwhelming majority of concerns.
A refund of the labor element is offered where: the work was not completed; the work is defective and we are unable to remedy it after a reasonable opportunity; or the service delivered was materially different from what was quoted and agreed.
Materials and components already installed are refundable only where they are faulty and the manufacturer accepts a return, or where they were supplied incorrectly by us.
AMCs may be canceled within fourteen days of signature for a full refund, provided no visits have yet been made.
After that point, cancellation is available at any time on thirty days written notice. We refund the unused portion of the annual fee, calculated pro rata from the notice date, less the standard commercial value of any visits already carried out under the contract discount.
Where a property is sold, the contract may be transferred to the new owner at no charge instead of being canceled.
Cancellation and refund terms for facility management, MEP, fit-out and project works are set out in the individual signed contract, which reflects the mobilization, procurement and program commitments involved. Those terms take precedence over this page.
Email info@downtownservices.ae with the word REFUND in the subject line, quoting your invoice number, the date of the work and a short description of the issue. Photographs help.
We acknowledge within one working day and give you a decision within seven working days. Approved refunds are processed to the original payment method within fourteen working days.
If you would rather talk it through first, call +971 50 705 3034. We would generally prefer to fix the problem than process a refund, and most customers would too.
Our team is happy to explain any part of this document in plain language before you book.
