Terms and Conditions

1. Definitions

These terms apply to the Mawadda subscription and to every service you request through this website. Wherever the following words appear in them, they have the meanings set out below:

• Mawadda, the company or “we”: DAL International, a limited liability company that provides its services under the name “Mawadda by DAL International”. It is the seller and your only contracting party.
• The customer or “you”: anyone who subscribes to Mawadda or requests a service from it, and anyone acting for them under a written authorization.
• The property: the unit, building or facility included in the subscription.
• The subscription: the right of one property to the periodic services for one year, in return for an annual fee paid in advance.
• The package: the services and devices the subscription includes, as described on the packages page or in the quotation.
• The inspection engineer: the person who carries out the periodic engineering inspection and writes the photo report.
• The technician: the person who carries out maintenance and repair work, from a licensed maintenance establishment contracted with us.
• The photo report: the report of each visit, showing the property’s condition with photos, the proposed repair items, their prices and who bears each item.
• An item: a repair, a replacement or a separately priced service in the price list published on this website.
• The payer: the person who bears the cost of a specific item.

If you sign the subscription contract and the annex for your category with us, they apply together with these terms as follows: the signed contract and its annex prevail where they conflict with these terms, and these terms apply to anything the contract does not regulate.

2. The service and its scope

Mawadda is an annual preventive periodic-maintenance subscription. We visit your property on scheduled dates, inspect it and document its condition with photos to find faults early, and repairs are carried out with the periodic visits.

Our services are limited to the maintenance work shown on this website and in the published price list, to the extent your package includes it. Anything not listed there is outside our services, and we are not obliged to carry it out even if asked. You can also order items from the price list without a subscription, through the page for services without a subscription.

We serve properties in Madinah only, for the private and commercial sectors, not government entities.

Mawadda is the seller and is responsible to you for every service. The work is carried out through licensed maintenance establishments contracted with us, and this creates no contractual relationship between you and any establishment or technician. We do not offer any work that requires a license we do not hold.

3. The subscription and its term

A subscription lasts one year, and each property has its own subscription and invoice. The subscription does not start, and no visit is scheduled, until its fee is paid in full. If no start date is set, it starts on the day the payment reaches our account.

The price you paid stays fixed until the end of your subscription year, even if the published prices change during it. New prices apply at renewal.

The subscription fee is based on the number of devices and the areas you declare when you subscribe, and we check them at the first visit. If there are more, the difference is invoiced and paid before the second visit; if there are fewer, the difference is refunded to you or deducted from your next invoice.

The subscription does not renew automatically: it is renewed when you accept the renewal and pay for it before the subscription year ends. If the year ends without renewal, visits stop, your earlier invoices remain due, and our warranty on completed work continues.

If you sell or vacate the property during the subscription year, the subscription is not transferred to another person or another property; you may cancel it under clause 13.

4. Prices and payment

Our prices are fixed, announced in advance and the same for all customers. Every price we show includes 15% VAT, and the price before VAT appears in the quotation and the invoice. If the VAT rate changes, the change applies to what is invoiced after it takes effect.

The Basic package is 1,495 riyals a year including VAT (1,300 riyals before VAT), and the Comprehensive package is 2,070 riyals a year including VAT (1,800 riyals before VAT). Each package is described on the packages page, and you can also design your own package by the number of your devices.

• The subscription fee is paid in full, in advance, for the subscription year before it starts.
• Payment is made in Saudi riyals (SAR) through the methods shown at checkout on this website: bank transfer to the company account shown on the invoice; mada, Visa and Mastercard cards and STC Pay through a secure, PCI DSS-certified payment gateway; and buy-now-pay-later services (Tabby and Tamara) where they appear at checkout. You can also request a quotation and pay afterwards. No fee is added and no higher price is charged for any payment method.
• Pay us only through the announced payment methods, and never pay the technician directly. Any amount paid directly to a technician, establishment or shop is not a payment to us, and we are not responsible for it.
• Payment is complete when the amount reaches our account.
• Invoices are issued in the payer’s name, in line with e-invoicing requirements.
• We charge no penalty for late payment, but the service does not start, and an item is not carried out, until it is paid.

5. Visits and scheduling

The subscription includes four periodic visits a year for each property, about one every three months. The inspection engineer attends the first and third visits for a full inspection, and a technician from a maintenance establishment contracted with us attends the second and fourth visits for preventive maintenance. Both may attend together when the work of a visit requires it.

We schedule each visit within working hours, Saturday to Thursday from 8 am to 8 pm, in coordination with you or the person you name. Each visit includes the inspection and periodic maintenance work included in your package.

6. Reports and documentation

After each visit you receive a photo report showing the property’s condition and the work done, the proposed repair items with their prices from the published price list, and who bears each item.

At each visit we take photos to document the property’s condition and record the work done. Photos are limited to devices, faults and the places inspected or worked on, and people’s faces and personal belongings are not photographed on purpose. If the occupant of the property is not the subscriber, we take photos inside their home only with their consent.

The photo report remains a documented record of the property’s condition that protects each party’s rights in a dispute. The report, and the inspection engineer’s opinion in it, is a technical opinion based on what was visible at the time of inspection. It is not a guarantee that the property is free of hidden defects, or that no fault will occur between visits.

7. Repairs and spare parts

Repairs and spare parts are not included in the subscription. Every repair item is priced in advance from the published price list, and anything not on the list is carried out only under a special quotation that you accept in writing.

• After each visit, each payer receives a repair offer with their items and prices.
• No item is carried out until the person who bears it approves it and pays its full price.
• Small repairs up to 200 riyals before VAT (230 riyals incl. VAT) are the exception when the pre-approval option is chosen in the contract and quotation: they are carried out during the same visit and invoiced afterwards.
• Spare parts are priced in the repair offer as a separate line according to their quality grade, and you choose the grade when you pay the offer.
• A part you supply yourself, where this is allowed, does not carry our warranty.
• Report items are a technical recommendation. You may choose not to carry them out, and this does not affect your right to the other subscription services.

8. Warranty

Every repair we carry out has a 30-day warranty: if the fault returns within the warranty period for the same cause, we redo the work free of charge. Spare parts carry their manufacturer’s or supplier’s warranty, as stated in the repair offer.

The warranty does not apply to:

• Faults caused by misuse, tampering or another party’s work after ours.
• A part you supplied yourself.
• Parts of the property outside the repaired item.
• Natural aging.
• Anything caused by a public utility outage or by a defect in the property’s original structure.

To claim under the warranty, notify us within the warranty period.

9. Owner and tenant responsibilities

If the property has a single payer, such as an owner who lives in it, all repair offers and invoices are issued in that person’s name.

If the property has an owner and an occupant, the photo report shows next to each item who normally bears it, and each of them receives a separate repair offer and invoice for the items they bear, according to the annex for their category in the contract.

The inspection engineer’s view on who bears an item is a non-binding technical opinion. We are not a party to the lease or to any agreement between the owner and the tenant, and we do not judge between them.

A tenant may subscribe on their own without the landlord’s approval. The subscription does not change the lease, creates no obligation for the landlord, and does not release the tenant from any obligation under the lease. For work that changes the rented premises, such as painting, gypsum work, wallpaper or changing locks, the tenant obtains the landlord’s permission as the lease requires.

10. Your obligations

When you subscribe, you agree to:

• You are at least 18 years old and have the legal capacity to contract. Minors may not subscribe or purchase through this website.
• Give the inspection engineer and the technician access to the property at the agreed times, and to every part the subscription includes.
• Provide accurate information, including the number of devices and the areas, and tell us about any change to it.
• Inform the occupants of the property about the subscription and the visit dates, and obtain their consent to entry and photography where needed.
• Provide a safe working environment, and tell us in advance about any hazard you know of in the property.
• Use the included devices normally, and look after the work carried out.
• Not publish reports or photos in a way that affects other people’s privacy.
• Not ask the technician for any work outside the paid items or outside our services, and not contract with the technician directly for work on the property during the subscription year, as we are not responsible for work agreed outside Mawadda.

11. Urgent faults

Mawadda is scheduled periodic maintenance, not an emergency service, so a periodic visit cannot be called out for an urgent fault.

If a fault occurs between visits and cannot wait for the next one, report it to us in writing through the maintenance request page. An urgent fault is handled through a separate paid special visit outside the subscription, and its repair items are priced from the published price list.

If there is a danger to life, contact the competent authorities immediately.

12. Property-management office referrals

A property-management office may refer the owners of the units it manages to us, in return for a disclosed referral commission: 10% of the subscription value before VAT in the first year, and 5% on each renewal, paid to the office after the customer pays.

We disclose this commission to the referred owner, and it does not raise the prices the owner pays, which are the same published prices. No commission is paid on repair invoices or on services without a subscription.

The customer pays us directly through the announced payment methods, and the office does not collect money on our behalf. The office’s cooperation with us is governed by a separate referral agreement.

13. Cancellation and refunds

You may cancel a property’s subscription by written notice within seven days of paying for it, with a full refund, unless the first visit has already started.

If the subscription is cancelled after this period, or after the first visit has started, the amount you paid is refunded after deducting the expenses and the value of the services actually provided.

A paid repair offer may be cancelled with a full refund before the part is bought and the work starts. Once the part is bought, its price is deducted if the shop does not accept its return, and once the work starts, only the part not carried out is refunded.

Refunds are made by the same payment method and to the same account, within 14 days of accepting the cancellation request, after deducting any invoices you owe for items carried out.

14. Suspension and termination

We may suspend the services for a property, after notifying you, if you breach your obligations under clause 10, and we are not responsible for the consequences of the breach.

Either party may end the subscription if the other commits a material breach and does not remedy it within fifteen days of a written notice describing the breach.

We may end a property’s subscription and refund the remaining visits without any deduction if we are legally unable to continue serving it or lose a license it requires. We may also end it immediately if you give us materially incorrect information, mistreat the technician or use the service for an unlawful purpose, with the remaining visits refunded after deducting what is due to us.

Ending a subscription does not affect rights and obligations that arose before it, including invoices for items carried out, the warranty and our privacy obligations.

15. Limitation of liability

We are responsible for direct damage to the property or your belongings caused by a proven error in carrying out our work, by us or by those we engage, and we will repair it or compensate for it.

Our total liability for each subscription in its year does not exceed the annual subscription fee paid for it.

We are not responsible for:

• Indirect damage or loss of profit.
• A defect that existed before the subscription and did not show during inspection.
• Anything resulting from misuse of the property or its devices, or from work by a party we did not engage.
• Public utility outages.
• A fault that occurred between visits and was not reported to us.
• A payer’s delay in paying for an item they were notified of in writing.

Neither party is responsible for delay or failure in performance caused by force majeure beyond its control that could not be foreseen or prevented, such as natural disasters, official orders and epidemics. The affected party notifies the other within seven days, and time limits are extended by the same period; if it lasts more than sixty days, either party may end the subscription and the part not carried out is refunded.

16. Privacy

We collect the minimum data needed to provide the service: your name, mobile number, property details, email address if you have one, and the billing data the law requires.

We process this data under the Personal Data Protection Law of the Kingdom of Saudi Arabia to provide the service, schedule visits, issue reports and invoices, communicate with you and meet our legal obligations, and we do not use it for any other purpose without your explicit consent. We share it only with those the work requires: the establishment and technician assigned to your visit, to the extent the visit needs; our system providers; and authorities the law requires us to disclose it to.

Details, including your rights over your data, are in our privacy policy.

17. Governing law and language

These terms are governed by the laws of the Kingdom of Saudi Arabia and interpreted under them, and disputes relating to them that are not settled amicably are resolved by arbitration under the Arbitration Law of the Kingdom of Saudi Arabia, as set out in the signed contract.

These terms do not limit your rights as a consumer under the laws in force, including the right to file a complaint with the competent authorities.

Arabic is the language of these terms. If the Arabic and English texts differ, the Arabic text applies.