Terms of Service
These terms apply when you book an appliance repair with Samsung Service Center. They set out what we will do, what it will cost, and what is and is not covered.
Who these terms are between
They are an agreement between you, the customer, and Samsung Service Center, trading as [REGISTERED LEGAL NAME] under trade licence [LICENCE NUMBER].
Booking a visit by phone, WhatsApp, or the form on this site means you accept them.
Booking a visit
A booking is confirmed when we have the appliance type, its model code, the address and a contact number, and we have agreed a time window with you.
Time windows are estimates, not guarantees. Traffic and an earlier job running long are the usual reasons one slips; we will tell you if it does.
Someone aged 18 or over must be at the property for the whole visit, and the appliance must be reachable. A machine boxed in behind furniture or fitted units may need the visit rescheduled.
Inspection and estimate
Every job begins with an inspection. The technician tests the functions connected to the fault you reported and works out the cause before quoting.
A diagnostic charge may apply for that inspection, and it is told to you when you book, not after.
The estimate that follows may include diagnosis, labour, parts, and any workshop or transport charge. It is an estimate against the fault found, not a fixed price for anything else the appliance may turn out to need.
Your approval before work
No major work starts until you have approved the findings and the cost.
If dismantling reveals a second problem, we stop, explain it, and give you a revised figure. You decide whether it goes ahead.
You can decline the repair at that point. The diagnostic charge for the inspection already carried out remains payable.
Parts
Every part fitted is a genuine Samsung part, chosen against your appliance's model code rather than the appliance type.
The part supplied is written on your invoice, so you have a record of what went into the appliance.
Where a part is discontinued or unavailable we will tell you, and the repair may not be possible. Nothing is fitted without your agreement.
Warranty
Where a three-month warranty applies, it is stated on your invoice, and the invoice says which repair and which component it covers. If it is not on the invoice, it does not apply.
Within that period, a return of the same fault on the same component is put right at no further charge.
It does not extend to an unrelated fault, to a component we did not supply, to accidental damage, misuse, power surges, water ingress, pest damage, or to work carried out on the appliance by anyone else after our visit.
The manufacturer's own warranty, where the appliance is still inside it, runs on its own terms alongside this one.
Payment
Payment is due on completion of the approved work, unless we have agreed otherwise in writing before the visit.
You receive an invoice identifying the appliance, the reported fault, the work completed and any part supplied.
An appliance held at our workshop is released once the invoice for it is settled.
Cancelling or rescheduling
Change or cancel a booking by phone or WhatsApp. There is no charge if you do so before the technician sets out.
If nobody is at the property, or the appliance cannot be reached, a call-out charge may apply for the wasted visit.
Appliances taken to the workshop
Some faults need equipment or observation time that a home visit cannot provide. Where that is the case we explain why before the appliance is collected.
You are given a record of what was collected and its condition at the time.
Appliances not collected within 90 days of the repair being completed and you being notified may be disposed of to recover storage and repair costs.
Gas and electrical safety
Gas work is undertaken only where the appliance, its installation and the repair required can be handled safely and in line with applicable requirements.
If we find an installation we consider unsafe, we will say so and may decline to reconnect the appliance. That judgement is not negotiable and is made for your safety.
Microwave ovens hold a dangerous charge after being unplugged and are opened only by a technician equipped to do it.
What we are not liable for
We are responsible for the work we carry out and for damage we cause through our own negligence.
We are not responsible for a pre-existing fault we were not asked to repair, for the eventual failure of a component we did not touch, for food spoilage or consequential loss arising from an appliance breakdown, or for an appliance whose fault turns out to be uneconomic to repair.
Nothing here limits any liability that UAE law does not allow to be limited.
If something goes wrong
Tell us. Call, WhatsApp, or write to [COMPLAINTS EMAIL] with your invoice number and what has happened.
We acknowledge a complaint within two working days and aim to resolve it within ten.
Governing law
These terms are governed by the laws of the United Arab Emirates, and by the regulations of the Emirate of [EMIRATE]. The courts of that emirate have jurisdiction over any dispute.
Changes to these terms
The terms that apply to your repair are the ones published on the date you booked it. That date is at the foot of this page.