URBAN HOSPITALITY & SERVICES W.L.L

Welcome to Urban Hospitality & Services W.L.L ("UHS"). These Terms and Conditions of Use ("Terms") govern your access to and use of our services through our platform.

"Platform" refers to the digital environment operated by Urban Hospitality & Services W.L.L ("UHS"), including but not limited to the website https://www.urbanservices-qa.com, any associated mobile applications, and related online services, tools, and functionalities provided by UHS for the purpose of delivering its services to Customers and Professionals.

1. PARTIES TO THE AGREEMENT

• Urban Hospitality & Services W.L.L: referred to as the "Company" or "UHS".
• The individual using the services: referred to as the "Customer" or "User".
• The independent service provider offering the services: referred to as the "Service Provider" or "Professional".

2. GENERAL TERMS

2.1. Acceptance of Terms

By accessing, browsing, or using the Platform, the Customer acknowledges that they have read, understood, and agree to be legally bound by these Terms. If the Customer does not agree to these Terms, they must cease all access and usage of the Platform immediately. The Customer’s continued use of the Platform, including logging into their account, initiating service requests, or browsing available services, constitutes their unequivocal acceptance of these Terms and any amendments thereto. For Customers accessing the Platform on behalf of an entity, the Customer represents and warrants that they have the authority to bind the entity to these Terms.

2.2. Account Confidentiality

The Customer is solely responsible for maintaining the confidentiality of their login credentials, including their username, password, and any other information necessary to access their account on the Platform. It is the Customer's duty to ensure that such credentials are not disclosed to any third party. The Customer is fully liable for all activities conducted under their account, whether authorized by them or not, including but not limited to unauthorized service bookings, fraudulent transactions, or misuse of the Platform.

In the event of a suspected or confirmed breach of account confidentiality, the Customer must immediately notify the Company via the designated communication channels. UHS disclaims all liability for losses or damages incurred due to unauthorized account access or use resulting from the Customer's failure to secure their credentials. The Customer acknowledges that account security is paramount and agrees to implement best practices such as using strong passwords, regularly updating their credentials, and refraining from sharing their login details.

2.3 Changes to the Platform

The Company reserves the sole and absolute discretion to alter, suspend, or discontinue the Platform, its features, or any associated services, either temporarily or permanently, at any time and without prior notice. Such changes may include, but are not limited to:

1. Updates to the Platform’s user interface or functionality.
2. Modifications to the scope, availability, or pricing of services offered.
3. Temporary outages for system maintenance or upgrades.

The Company shall not be liable for any direct or indirect losses, including loss of data, revenue, or business opportunities, arising from such changes, suspensions, or discontinuations. Customers acknowledge and agree that their continued use of the Platform following such modifications constitutes their acceptance of these changes.

2.4. Prohibited Activities

The Customer agrees to use the Platform strictly in accordance with all applicable laws and regulations and solely for its intended purpose of connecting with service providers. The following activities are expressly prohibited and constitute a material breach of these Terms:

1. Unlawful Use: Engaging in any activity that violates local, national, or international laws, including but not limited to fraud, money laundering, or activities promoting hate speech or discrimination.
2. Uploading Offensive Content: Posting, transmitting, or distributing any material that is defamatory, obscene, pornographic, vulgar, or otherwise inappropriate as determined solely by the Company.
3. Infringement of Rights: Engaging in activities that violate the intellectual property rights, privacy rights, or other legal rights of the Company, service providers, or third parties.
4. Disruption of Platform Operations: Introducing harmful or malicious code (e.g., viruses, worms, trojans) or engaging in activities designed to disrupt, damage, or impair the Platform’s functionality, including denial-of-service attacks or unauthorized access to restricted areas.
5. Unauthorized Commercial Use:Using the Platform for purposes not explicitly authorized, including but not limited to:
   • Soliciting other Customers or Professionals for services outside the Platform.
   • Reselling access to the Platform or its services.
   • Misrepresenting oneself or impersonating others.
6. Abuse and Harassment: Harassing, intimidating, or abusing other users or Professionals, including but not limited to abusive language, threats, or unwelcome behavior.

Enforcement of Prohibited Activities:

The Company reserves the right to investigate suspected violations of these Terms and to take appropriate legal or remedial action, including but not limited to:

• Terminating or suspending the Customer’s account.
• Reporting unlawful activities to appropriate authorities, including providing any necessary Customer information to assist in legal proceedings.
• Pursuing claims for damages or equitable relief in the event of harm to the Company or its stakeholders.

The Customer agrees to indemnify and hold harmless the Company, its affiliates, and its representatives from any claims, losses, or damages arising from their engagement in any prohibited activities.

3. SERVICES PROVIDED

3.1. UHS as a Provider of Services

Urban Hospitality & Services W.L.L (UHS) offers a wide range of professional services to Customers through its Platform, including but not limited to:

• Residential and commercial cleaning services.
• Maintenance services (e.g., electrical, plumbing, and handyman services).
• Hospitality staffing solutions for events and long-term contracts.
• Other customized solutions for homes, businesses, and events.

Services are provided either by UHS-employed personnel or by independent contractors, as outlined in these Terms.

3.2. Nature of Relationship Between UHS, the Customer, and Service Providers

3.2.1. Direct Services by UHS Employees:

For services delivered by UHS-employed personnel, the contract is directly between the Customer and UHS. UHS assumes full responsibility for:

• Managing its employees, including their training, scheduling, and performance.
• Ensuring compliance with all applicable labor laws and regulations.
• Addressing any issues related to service quality or employee behavior.

3.2.2. Services by Independent Contractors:

For services delivered by independent contractors, the contract is between the Customer and the independent contractor, with UHS acting as an intermediary. While UHS facilitates the arrangement and enforces quality standards, independent contractors are solely responsible for:

• Delivering services as agreed with the Customer.
• Complying with applicable laws and regulations.
• Addressing issues related to their conduct or service delivery.

3.2.3. Customer Obligations:

By booking a service, the Customer agrees to:

• Provide accurate and complete information about the service requirements.
• Ensure safe access to the premises for service delivery.
• Treat UHS personnel and independent contractors respectfully and fairly.

3.3.Scope of Services

3.3.1. General Inclusions

UHS and its service providers will only deliver the services explicitly included in the booking, which may include:

• Cleaning Services:

  • Regular or deep cleaning of residential and commercial properties.
  • Dusting, vacuuming, mopping, and sanitization of surfaces.
  • Cleaning of specified areas such as kitchens, bathrooms, and living spaces.

• Maintenance Services:

  • Basic repairs and maintenance tasks, such as fixing leaks, unclogging drains, and repairing electrical fittings.
  • Minor handyman tasks like hanging shelves or assembling furniture.

• Hospitality Staffing:

  • Trained staff for events (e.g., waitstaff, stewards, and managers).
  • Long-term staffing for businesses (e.g., receptionists, concierge, and housekeeping staff).

• Customized Services:

  • Tailored solutions agreed upon during booking, such as event support, temporary staffing, or bespoke cleaning schedules.

3.3.2. General Exclusions

The following activities are expressly excluded from the scope of services unless explicitly agreed upon:

1. Dangerous or Hazardous Tasks:
   • Cleaning or repairing areas that are unsafe or inaccessible, such as rooftops or external high-rise windows.
   • Handling hazardous materials, including toxic substances or biohazards.
2. Specialized or Licensed Services:
   • Major electrical or plumbing work requiring government-certified licenses.
   • Structural repairs or alterations, including roofing, masonry, or heavy construction.
3. Unspecified Areas:
   • Cleaning or maintaining areas not mentioned during the booking, such as outdoor spaces or unapproved storage areas.
4. Heavy Lifting or Unsafe Tasks:
   • Tasks requiring personnel to lift items exceeding weight limits established by safety regulations.
   • Activities that may compromise the safety or well-being of the personnel.
5. Personal Errands or Non-Service-Related Tasks:
   • Running personal errands for Customers, such as grocery shopping or pet care.
   • Providing childcare or eldercare services unless explicitly included in the booking details.
6. Illegal or Inappropriate Activities:
   • Any activities prohibited by law, including misuse of personnel for tasks unrelated to their professional scope.

For a detailed list of service inclusions and exclusions, please refer to the Service Scope and Guidelines section available here.

4. RESPONSIBILITIES OF UHS

Urban Hospitality & Services W.L.L (UHS) assumes specific responsibilities to ensure efficient operations, high service standards, and a positive customer experience. These responsibilities apply to both directly managed service providers (employees) and independent contractors engaged through the Platform.

4.1. Recruitment and Vetting

4.1.1. Directly Managed Service Providers:

UHS conducts rigorous recruitment processes to onboard personnel, ensuring they possess the required qualifications, skills, and experience for their roles. Each employee undergoes comprehensive training aligned with UHS’s service standards and customer expectations.

4.1.2. Independent Contractors:

UHS performs thorough vetting of independent contractors before onboarding them to the Platform. This includes verifying credentials, certifications, work history, and compliance with applicable laws and regulations. Contractors must agree to UHS’s policies, including adherence to service standards, safety protocols, and legal requirements.

4.2. Ensuring Service Standards

4.2.1. UHS is committed to maintaining a consistent level of excellence across all services. To this end:

• Directly Managed Providers:

  UHS directly supervises its employees to ensure adherence to defined service procedures, timelines, and quality benchmarks.

• Independent Contractors:

  UHS establishes and enforces service delivery guidelines, requiring contractors to meet or exceed the same standards applied to directly managed personnel.

4.2.2. UHS reserves the right to monitor service performance through customer feedback, periodic evaluations, and random audits. Non-compliance with service standards may result in corrective actions, including additional training, suspension, or termination of service agreements.

4.3. Communication and Support

4.3.1. Service Coordination:

UHS provides a clear channel of communication for Customers to convey their service requirements, special requests, or concerns. This includes in-app messaging, email, and customer support hotlines.

4.3.2. Issue Resolution:

UHS facilitates timely responses to inquiries or complaints, acting as a liaison between the Customer and service provider. For independent contractors, UHS ensures that Customers receive appropriate explanations and resolutions for issues raised.

4.3.3. Service Updates:

The Company ensures Customers are informed of booking confirmations, cancellations, or delays promptly via the Platform or other designated communication channels.

4.4. Safety and Compliance

4.4.1. UHS prioritizes the safety of its employees, contractors, and Customers by implementing strict safety protocols and compliance measures. This includes:

• Providing appropriate training and equipment for directly managed personnel to perform tasks safely.
• Ensuring independent contractors adhere to local safety regulations and guidelines as a condition of their onboarding and continued engagement.

4.4.2. UHS enforces policies prohibiting unsafe, illegal, or inappropriate tasks and reserves the right to decline service requests that jeopardize safety or violate applicable laws.

3.UHS complies with all applicable labor, health, and safety laws in its operations, including the handling of Customer data and property during service delivery.

4.5. Dispute Resolution

4.5.1. UHS provides a structured mechanism to address disputes between Customers and service providers:

• For directly managed personnel, UHS assumes full responsibility for investigating and resolving complaints, offering remedies such as refunds, redelivery of services, or personnel reassignment.
• For independent contractors, UHS facilitates communication between the parties to reach an amicable resolution but does not assume liability for actions taken by contractors outside the agreed scope of service.

4.5.2. Disputes requiring mediation will be handled promptly and fairly, with UHS documenting the process and providing Customers with updates on resolution status.

4.5.3. UHS reserves the right to take corrective action, including terminating relationships with employees or contractors found to have violated service agreements or engaged in misconduct.

4.6. Quality Assurance

4.6.1. UHS implements robust quality assurance measures to monitor and improve the delivery of services:

• Customer Feedback: Feedback is actively collected from Customers to assess satisfaction levels and identify areas for improvement.
• Regular Evaluations: UHS conducts periodic performance reviews for both employees and contractors to ensure alignment with service standards.
• Service Audits: Random service audits are conducted to verify adherence to established guidelines and procedures.

4.6.2. UHS takes a proactive approach to addressing quality concerns, implementing corrective training, revising service procedures, or modifying service agreements to ensure continuous improvement.

5. CUSTOMER RESPONSIBILITIES FOR SCOPE OF SERVICES

To facilitate smooth and efficient service delivery, the Customer is required to fulfill certain responsibilities. These responsibilities ensure clarity, safety, and compliance with the agreed-upon scope of services.

5.1. Clearly Specify Service Requirements During Booking

5.1.1. The Customer must provide accurate and detailed information about the service requirements at the time of booking. This includes specifying:

• The areas or items to be cleaned, maintained, or serviced.
• Any specific preferences, such as types of cleaning (e.g., deep cleaning versus general cleaning).
• Additional considerations such as fragile items, sensitive equipment, or any areas requiring special attention.

5.1.2. Failure to clearly communicate requirements may result in incomplete services, delays, or the inability to fulfill the booking. UHS reserves the right to charge additional fees for requests made during service delivery that were not specified at the time of booking.

5.2. Ensure the Premises Are Accessible, Safe, and Free From Obstructions

5.2.1. The Customer must ensure that the service location is accessible at the scheduled time. This includes:

• Providing entry access (e.g., keys, security codes) or ensuring someone is present to grant access.
• Removing any barriers that may impede service personnel, such as locked doors, parked vehicles, or inaccessible rooms.

5.2.2. The premises must be safe for service personnel, free from hazards such as:

• Exposed electrical wiring or wet floors that may cause accidents.
• Aggressive pets that are not restrained.

5.2.3. If the premises are deemed unsafe or inaccessible, UHS reserves the right to cancel or reschedule the service, with potential additional charges applied to cover the provider's time and transportation costs.

5.3. Provide Necessary Supplies or Equipment If Specified as a Requirement During Booking

5.3.1. While UHS service providers bring their own chemicals, machinery, and equipment necessary for most tasks, certain circumstances may require the Customer to provide specific items or facilities, including:

• Access to water and electricity where required for cleaning or maintenance machinery.
• Parking space for vehicles carrying heavy or bulky equipment.

5.3.2. The Customer is responsible for ensuring that these provisions are available and functional. For example:

• If the service involves outdoor cleaning using power washers, the Customer must ensure an accessible water source.
• If heavy equipment needs to be transported to a high-rise location, elevator access must be provided.

5.3.3. Failure to provide the required facilities may result in delays or the inability to perform the service, with additional costs potentially incurred for rescheduling or incomplete work.

5.4. Avoid Requesting Tasks That Fall Under Exclusions or Violate the Agreed-Upon Scope

5.4.1. The Customer must refrain from requesting tasks outside the agreed-upon service scope, especially those explicitly excluded under the terms (e.g., hazardous activities, heavy lifting, or specialized licensed tasks such as electrical rewiring).

5.4.2. Any additional requests outside the original scope must be communicated through the Platform and approved by UHS prior to execution. UHS service personnel are instructed not to perform unauthorized or unsafe tasks.

5.4.3. Requests that fall under the exclusions list or require significant changes to the agreed scope may result in the immediate cessation of services or the cancellation of the booking.

5.5. Failure to Adhere to Customer Responsibilities

Failure to fulfill these responsibilities may result in one or more of the following:

5.5.1. Delays in Service Delivery: Unclear instructions or inaccessible premises may cause delays, which are not the responsibility of UHS.

5.5.2. Cancellation of Service: UHS reserves the right to cancel the booking if the Customer fails to meet the outlined responsibilities, with applicable cancellation charges.

5.5.3. Additional Charges: If the failure to meet these responsibilities incurs extra costs (e.g., additional labor, travel, or equipment), UHS may impose additional fees, which the Customer will be required to pay.

By adhering to these responsibilities, the Customer ensures that services are delivered efficiently and to the highest standard, minimizing disruptions and enabling a positive experience for both parties.

6. SERVICE TIMINGS, BOOKINGS, AND CANCELLATION POLICY

6.1. Service Timings

6.1.1. Service Hours

The standard service hours are from 8:00 AM to 8:00 PM, unless otherwise agreed upon or modified by Urban Hospitality & Services W.L.L (UHS).

6.1.2. Right to Modify

UHS reserves the right to adjust the service start and finish times at its sole discretion, subject to reasonable prior notice to Customers.

6.2. Cancellation and Rescheduling Policy

6.2.1. Residential Cleaning Services

6.2.1.1. One-Time Cleaning Services

(a) Cancellations made at least 3 hours prior to the scheduled service time will not incur any cancellation fees.

(b) Cancellations made less than 3 hours prior to the scheduled service time will incur a cancellation fee equal to 100% of the service charge.

6.2.1.2. Monthly Cleaning Packages

(a) Customers may cancel or reschedule a maximum of one service per every four scheduled services within a package, provided that the cancellation or rescheduling request is made at least 1 hour prior to the scheduled service time and the new service date falls within the package’s validity period.

(b) Additional cancellations or rescheduling requests, or any request made less than 1 hour prior to the scheduled service time, will incur a fee equal to 100% of the service visit amount.

(c) Rescheduled services must be booked for a later available date and time within the validity period of the service package.

6.2.2. Deep Cleaning Services

6.2.2.1. Cancellations or rescheduling requests made at least 3 hours prior to the scheduled service time will not incur any cancellation fees.

6.2.2.2. Cancellations or rescheduling requests made less than 3 hours prior to the scheduled service time will incur a cancellation fee equal to 50% of the service fee amount.

6.2.3. Specialized Cleaning Services

6.2.3.1. Cancellations or rescheduling requests made at least 3 hours prior to the scheduled service time will not incur any cancellation fees.

6.2.3.2. Cancellations or rescheduling requests made less than 3 hours prior to the scheduled service time will incur a cancellation fee equal to 50% of the service fee amount.

6.3. Refund and Reimbursement Policy

6.3.1. Eligibility for Refunds or Reimbursements

Any refunds or reimbursements, where applicable under the terms of Clause 6, will be processed to the Customer after deducting any applicable cancellation or rescheduling fees.

6.3.2. Processing Time

Refunds or reimbursements will be processed and issued to the Customer within a maximum of 7 business days from the date of confirmation of eligibility.

6.3.3. Mode of Refund

Refunds will be issued to the original payment method used by the Customer unless otherwise agreed upon by UHS and the Customer.

7. COMMERCIAL TEAMS

7.1. Service Fees

7.1.1 UHS reserves the right, at its sole discretion, to charge fees to Customers for the use of the Platform, including:

• Accessing UHS services and features available on the Platform.
• Booking or viewing posted services provided by UHS-employed personnel or independent contractors.
• Any future services, features, or add-ons introduced by UHS.

7.1.2. The applicable fees for specific services or features will be disclosed on the Platform or communicated to the Customer during the booking process. Customers agree to pay such fees in accordance with the terms outlined herein.

7.2. Incentives and Benefits

7.2.1. UHS may offer promotions, discounts, or other incentives to Customers based on various factors, including:

• Frequency of bookings.
• Type or value of services requested.
• Participation in referral or loyalty programs, if applicable.

7.2.2. These incentives are subject to specific terms and conditions, which will be communicated to eligible Customers. UHS reserves the right to modify, suspend, or terminate any promotional offers at its sole discretion.

7.3. Payment Obligations

7.3.1. The Customer acknowledges and agrees to pay UHS the total fees associated with the booked services, which may include:

• Service charges for UHS-employed personnel or independent contractors.
• Platform usage fees, if applicable.
• Any applicable taxes, surcharges, or additional charges outlined in the service agreement.

7.3.2. All payments must be made through the payment methods specified on the Platform. UHS may use third-party payment processors, and the Customer agrees to comply with their terms and conditions.

7.4. Rate and Payment Term Adjustments

7.4.1. UHS reserves the right to revise service rates, platform usage fees, or payment terms at any time.

7.4.2. Any changes to rates or payment terms will be communicated to the Customer in advance via the Platform or other communication channels.

7.4.3. If the Customer does not consent to the revised rates or terms, they may choose not to avail of the services or terminate their account with UHS, subject to any outstanding obligations under this Agreement.

7.5. Settlements and Payment Disputes

7.5.1. If the Customer is required to settle any amount with UHS due to a breach of this Agreement or any other reason (“Settlement”), UHS will provide a detailed report outlining:

• The amount due.
• The reasons for the settlement.

7.5.2. The Customer must make the payment within 7 calendar day from the date of the Settlement report.

7.5.3. Failure or refusal to pay within this period grants UHS the right to:

• Suspend or terminate the Customer's account.
• Take legal action to recover the owed amount, including interest and additional costs incurred.
• Apply any applicable late payment penalties as outlined on the Platform or in this Agreement.

7.5.4. In case of disputes over settlements, the Customer must notify UHS in writing within 3 calendar days of receiving the Settlement report. UHS will review the dispute and provide a resolution within a reasonable timeframe.

7.6. Refunds and Cancellations

7.6.1. Refunds for canceled services will be governed by the Booking and Cancellation Policy outlined in this Agreement.

7.6.2. Any refunds will be processed to the original payment method within the timelines specified on the Platform.

7.7. Additional Fees and Charges

7.7.1. UHS may impose additional fees under the following circumstances:

• Rescheduling Fees: For changes requested by the Customer after the booking confirmation.
• Late Payment Fees: For delayed payments beyond the specified due date.
• Special Requests: For services outside the standard scope of work, as agreed upon during booking.

7.7.2. Customers will be notified of any additional fees prior to their imposition and will have the option to accept or decline the associated services.

7.8. Legal Enforcement

7.8.1. In the event of non-payment or violation of these Commercial Terms, UHS reserves the right to pursue legal remedies, including but not limited to:

• Engaging collection agencies.
• Initiating legal proceedings to recover outstanding amounts.

7.8.2. The Customer agrees to bear all costs associated with legal enforcement, including attorney fees and court costs, in addition to the amount owed.

DATA AND PRIVACY

Urban Hospitality & Services W.L.L (UHS) is committed to protecting the privacy and personal data of its Customers and Professionals. This section outlines how UHS collects, processes, and protects data in compliance with applicable laws and its Privacy Policy.

8.1. Collection and Processing of Personal Data

8.1.1. Scope of Data Collected

UHS collects personal data from Customers and Professionals necessary for the provision of services. This data may include, but is not limited to:

• Full name, contact details (email, phone number), and physical address.
• Payment information, such as credit/debit card details or bank account information.
• Service preferences, booking history, and feedback.
• Device information, such as IP address, browser type, and location data.

8.1.2. Purpose of Data Collection

Personal data is collected and processed to:

• Facilitate service bookings, payments, and communication between Customers and Professionals.
• Improve the functionality and user experience of the Platform.
• Conduct security checks and prevent fraudulent activity.
• Comply with legal obligations, such as record-keeping and reporting requirements.
• Provide marketing communications, promotions, or personalized offers, subject to the Customer's consent.

8.1.3. Customer Consent

By using the UHS Platform, the Customer consents to the collection and processing of their personal data as outlined in this Agreement and the Privacy Policy. Where additional consent is required by law (e.g., for marketing purposes), UHS will explicitly seek the Customer’s permission.

8.2. Data Storage and Security

8.2.1. Data Storage Measures

UHS employs secure servers and encrypted databases to store personal data. Data is retained only for as long as necessary to fulfill the purposes outlined in this Agreement, unless a longer retention period is required by law.

8.2.2. Security Protocols

• Encryption of sensitive data during transmission and at rest.
• Firewalls, intrusion detection systems, and regular security audits.
• Access controls to ensure that only authorized personnel can access personal data.

8.2.3. Retention and Deletion

Customers have the right to request deletion of their personal data. Upon receiving such a request, UHS will securely delete the data, except where retention is necessary to comply with legal or regulatory requirements.

8.3. Sharing of Personal Data

8.3.1. Limited Data Sharing

• Service Fulfillment: Sharing data with Professionals to facilitate service delivery (e.g., name, address, and service details).
• Payment Processing: Providing necessary data to payment processors or financial institutions to complete transactions.
• Legal Compliance: Disclosing data as required by law, regulation, or legal proceedings, including to law enforcement or regulatory authorities.
• Third-Party Vendors: Sharing data with trusted third-party vendors that provide services to UHS, such as IT support, marketing, or analytics, under strict confidentiality agreements.

8.3.2. Data Transfers

If personal data is transferred to a jurisdiction with different data protection laws, UHS ensures adequate safeguards are in place to protect the data, in compliance with applicable regulations.

8.4. Customer Rights and Choices

8.4.1. Access to Data

Customers have the right to request access to their personal data stored by UHS and obtain a copy of it.

8.4.2. Data Correction

Customers may request corrections or updates to their personal data if it is inaccurate or incomplete.

8.4.3. Opting Out

Customers can opt out of receiving marketing communications or withdraw consent for certain types of data processing by updating their preferences on the Platform or contacting UHS.

8.4.4. Data Portability

Where applicable, Customers may request a copy of their personal data in a structured, commonly used, and machine-readable format for portability.

8.5. Data Breach Notification

8.5.1. Breach Prevention

UHS takes all reasonable precautions to prevent data breaches.

8.5.2. Notification in Case of Breach

In the event of a data breach that may compromise personal data, UHS will:

• Notify affected Customers within a reasonable timeframe as required by law.
• Provide details of the breach, including the type of data affected, potential risks, and recommended actions for the Customer.
• Take immediate steps to mitigate the breach and prevent recurrence.

8.6. Third-Party Links and Services

The Platform may contain links to third-party websites or services. UHS is not responsible for the privacy practices or content of these external entities. Customers are encouraged to review the privacy policies of third-party services before providing personal data.

8.7. Updates to Data and Privacy Policy

UHS reserves the right to amend this Data and Privacy Policy to reflect changes in legal requirements or operational practices. Updated policies will be published on the Platform, and Customers are advised to review them periodically. Continued use of the Platform constitutes acceptance of any changes.

9. INTELLECTUAL PROPERTY

9.1. Ownership of Intellectual Property

9.1.1. The Platform, including its content, design, features, functionality, and software, is the sole and exclusive property of Urban Hospitality & Services W.L.L (UHS) or its licensors.

9.1.2. This includes, but is not limited to:

• Text, graphics, logos, icons, images, and audiovisual materials displayed on the Platform.
• The underlying code, software, algorithms, and technical infrastructure supporting the Platform's operation.
• Trademarks, service marks, trade names, and branding elements, whether registered or unregistered.

9.1.3. All intellectual property rights in and to the Platform are protected by copyright, trademark, and other applicable laws, as well as international treaties.

9.2. Restrictions on Use of Intellectual Property

9.2.1. Customers and other users of the Platform are prohibited from engaging in any of the following activities without prior written consent from UHS:

• Reproducing, copying, distributing, or creating derivative works based on the Platform or any part of its content.
• Modifying, translating, or reverse-engineering any part of the Platform or its underlying software.
• Removing, obscuring, or altering any copyright, trademark, or other proprietary notices displayed on the Platform.
• Using the Platform's content, design, or branding in a manner that creates confusion, misrepresents an affiliation with UHS, or damages UHS's reputation.

9.2.2. Fair Use Exception:

Limited use of content from the Platform is permitted for personal, non-commercial purposes, provided that:

• The content remains unaltered, and all proprietary notices are retained.
• The use does not harm UHS's interests or infringe on its intellectual property rights.

9.3. User-Generated Content

9.3.1. Any content submitted by Customers to the Platform, including reviews, feedback, or testimonials, remains the property of the submitting Customer. However, by submitting such content, the Customer grants UHS a non-exclusive, royalty-free, perpetual, worldwide license to use, reproduce, modify, display, and distribute the content for marketing, promotional, or operational purposes.

9.3.2. The Customer warrants that any content they submit does not:

• Infringe on the intellectual property rights of any third party.
• Violate any applicable laws or regulations.

9.3.3. UHS reserves the right to remove or edit user-generated content that violates these Terms or is deemed inappropriate.

9.4. Third-Party Intellectual Property

9.4.1. The Platform may include content, software, or other intellectual property owned by third parties, which is used under license or with permission.

9.4.2. Customers are prohibited from using such third-party intellectual property without the explicit consent of the respective owner or as permitted under applicable law.

9.5. Enforcement of Intellectual Property Rights

9.5.1. UHS reserves the right to take legal action against any unauthorized use, reproduction, or distribution of its intellectual property.

9.5.2. Customers agree to cooperate with UHS in protecting its intellectual property rights, including providing assistance or information as required to prevent or address infringement.

9.6. Disclaimer of Liability for Intellectual Property Infringement

9.6.1. UHS takes reasonable measures to ensure that the content and features of the Platform do not infringe on the intellectual property rights of third parties.

9.6.2. However, UHS disclaims liability for any unintentional infringements caused by third-party content or user-generated submissions. Customers are advised to exercise due diligence and report any concerns promptly.

10. LIABILITY

10.1. Limitation of UHS's Liability

10.1.1. Urban Hospitality & Services W.L.L (UHS) shall not be held liable for any loss, damage, injury, or other adverse consequences arising directly or indirectly from:

• The actions, omissions, or conduct of Professionals providing services through the Platform.
• The Customer's use of the Platform, including errors, interruptions, or delays caused by technical issues, network failures, or other circumstances beyond UHS's reasonable control.

10.1.2. UHS disclaims all liability for indirect, consequential, incidental, or punitive damages, including but not limited to:

• Loss of profits, revenue, goodwill, business opportunities, or data, regardless of whether UHS has been advised of the possibility of such damages.

10.1.3. To the extent permitted by applicable law, UHS's total liability for any claims arising under this Agreement shall not exceed the total fees paid by the Customer to UHS for the specific service giving rise to the claim.

10.2. Assumption of Risk by the Customer

10.2.1. The Customer acknowledges and agrees that interactions with Professionals facilitated through the Platform are undertaken at the Customer's sole risk.

10.2.2. The Customer assumes full responsibility for ensuring the safety and suitability of the premises where services are to be performed. This includes addressing any hazards, ensuring accessibility, and protecting personal property.

10.2.3. UHS is not liable for:

• Any accidents, injuries, or damages occurring on the Customer's premises during the provision of services.
• Theft, loss, or damage to personal property caused by Professionals or any third party present at the service location.

10.3. Actions of Professionals and Third Parties

10.3.1. Professionals providing services through the Platform are either employees of UHS or independent contractors. While UHS conducts vetting and provides training for its employees and screens independent contractors, it does not guarantee the performance or behavior of Professionals beyond reasonable quality standards.

10.3.2. UHS is not liable for actions, omissions, or misconduct of independent contractors, including but not limited to:

• Service quality issues, delays, or non-performance.
• Any unlawful, negligent, or fraudulent activities.

10.3.3. In the event of any claims or disputes arising from the actions of Professionals or third parties, the Customer agrees to resolve such matters directly with the Professional or third party involved.

10.4. Exclusions of Liability

10.4.1. UHS shall not be liable for:

• Force majeure events, including natural disasters, strikes, governmental actions, or other circumstances beyond its reasonable control.
• Technical issues or errors in the Platform caused by third-party service providers or internet connectivity.
• Losses resulting from unauthorized access to the Customer's account due to the Customer's failure to maintain account security.

10.5. Customer's Obligation to Exercise Caution

10.5.1. The Customer is responsible for exercising caution, diligence, and common sense when interacting with Professionals or using the Platform.

10.5.2. UHS advises Customers to:

• Monitor service delivery to ensure adherence to agreed-upon tasks and safety standards.
• Safeguard valuables and sensitive information during service visits.
• Report any issues or concerns promptly to UHS for resolution.

11. DISPUTE RESOLUTION

11.1. Direct Resolution Between Customer and Professional

11.1.1. Any disputes, claims, or disagreements arising between the Customer and the Professional regarding the provision of services must be resolved directly between the parties.

11.1.2. UHS strongly encourages open communication between the Customer and the Professional to address and resolve issues amicably.

11.2. UHS's Role in Dispute Mediation

11.2.1. UHS may, at its sole discretion, provide mediation or facilitation services to assist in resolving disputes between the Customer and the Professional.

11.2.2. Mediation by UHS may include:

• Communicating with both parties to understand the nature of the dispute.
• Offering potential resolutions or compromises.

11.2.3. UHS's role in mediation is purely advisory and does not include enforcing decisions, compelling either party to accept resolutions, or assuming liability for the outcome of the dispute.

11.3. Limitation of UHS's Responsibility in Disputes

11.3.1. UHS is not a party to the service contract between the Customer and the Professional (in the case of independent contractors) and therefore does not bear liability for disputes arising from:

• Service quality, scope, or timeliness.
• Actions, omissions, or conduct of the Professional.

11.3.2. UHS will not provide refunds, compensation, or other remedies for disputes unless explicitly stated in its policies or required by law.

11.4. Escalation and Legal Remedies

11.4.1. If a dispute cannot be resolved through direct communication or mediation, the Customer and the Professional are free to pursue legal remedies in accordance with applicable laws.

11.4.2. UHS is not liable for any legal costs, damages, or consequences arising from disputes between the Customer and the Professional.

11.5. Reporting Disputes to UHS

11.5.1. Customers are encouraged to report disputes or concerns to UHS through the designated support channels on the Platform. UHS will review the matter and determine whether mediation or further assistance can be provided.

11.5.2. UHS reserves the right to terminate or suspend the accounts of Customers or Professionals found to be repeatedly involved in disputes or in violation of UHS's Terms and Conditions.

12. ADDITIONAL TERMS

12.1. Force Majeure

12.1.1. UHS shall not be held liable for any failure or delay in the performance of its obligations under these Terms caused by events beyond its reasonable control, including but not limited to:

• Acts of God (e.g., natural disasters, earthquakes, floods).
• Acts of government or regulatory authorities (e.g., changes in law, restrictions, or sanctions).
• Wars, riots, civil unrest, or acts of terrorism.
• Pandemics, epidemics, or public health emergencies.
• Technical failures, such as outages of utility services, internet, or communication networks.

12.1.2. In such events, UHS will make reasonable efforts to mitigate the impact of the force majeure event and resume services as soon as feasible.

12.2. Severability

12.2.1. If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain valid and enforceable.

12.2.2. The invalid or unenforceable provision shall be replaced with a valid provision that most closely reflects the original intent of the parties.

12.3. Assignment

12.3.1. The Customer may not assign, transfer, or delegate any rights or obligations under these Terms without the prior written consent of UHS.

12.3.2. UHS reserves the right to assign or transfer its rights and obligations under these Terms without the Customer’s consent, provided that such assignment does not adversely affect the Customer’s rights.

12.4. Third-Party Links and Services

12.4.1. The Platform may include links to third-party websites or services. These links are provided for the Customer’s convenience, and UHS does not endorse or assume any responsibility for the content, functionality, or practices of such third-party services.

12.4.2. The Customer is advised to review the terms and privacy policies of third-party services before using them.

12.5. Indemnification

12.5.1. The Customer agrees to indemnify, defend, and hold harmless UHS, its affiliates, officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or in connection with:

• The Customer’s breach of these Terms.
• The Customer’s violation of any applicable law or the rights of a third party.
• Any disputes between the Customer and a Professional or third party.

12.6. Termination of Agreement

12.6.1. UHS reserves the right to terminate or suspend the Customer’s access to the Platform at any time, without notice, if the Customer:

• Violates these Terms or engages in prohibited activities.
• Provides false, incomplete, or misleading information during registration or booking.
• Fails to pay outstanding fees or charges.

12.6.2. Upon termination, all provisions of these Terms that by their nature should survive termination shall remain in effect, including but not limited to clauses regarding intellectual property, liability, indemnification, and governing law.

12.7. Governing Language

12.7.1. In the event of any discrepancy or conflict between translations of these Terms, the English version shall prevail and govern.

12.8. Customer Reviews and Feedback

12.8.1. Customers may submit reviews, ratings, or feedback regarding services rendered. By submitting feedback, the Customer grants UHS a royalty-free, perpetual license to use, reproduce, and display such feedback for marketing and operational purposes.

12.8.2. UHS reserves the right to moderate or remove feedback that violates these Terms or is deemed inappropriate.

13. GOVERNING LAW

These Terms are governed by the laws of Qatar. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the Qatari courts.

14. AMENDMENTS TO TERMS

14.1. Right to Amend

Urban Hospitality & Services W.L.L (UHS) reserves the right, at its sole discretion, to modify, amend, or update these Terms and Conditions at any time. Such modifications may be made to reflect changes in legal requirements, business practices, or service offerings.

14.2. Communication of Changes

14.2.1. UHS will notify Customers of any amendments to these Terms through one or more of the following methods:

• Announcements on the Platform.
• Notifications via email, SMS, or the mobile application.
• Updates to the "Terms and Conditions" section on the Platform.

14.2.2. UHS will endeavor to provide advance notice of material changes to these Terms where feasible.

14.3. Acceptance of Amended Terms

14.3.1. The Customer’s continued access to or use of the Platform after the effective date of any amendments constitutes their acceptance of the updated Terms.

14.3.2. If the Customer does not agree to the amended Terms, they must discontinue use of the Platform and may contact UHS to terminate their account, subject to the resolution of any outstanding obligations.

14.4. Retroactive Application

14.4.1. Amendments to these Terms will not apply retroactively unless expressly stated or required by law.

14.4.2. Existing bookings or service agreements made prior to the effective date of the amendments will continue to be governed by the Terms in effect at the time of booking, unless otherwise agreed between the Customer and UHS.

14.5. Access to Previous Terms

UHS will maintain an accessible version of the previous Terms on the Platform or provide such documentation upon written request from the Customer, allowing them to reference earlier provisions where applicable.

15. CONTACT INFORMATION

For any questions or concerns, please contact UHS at:

Email: compliance@urbanservices-qa.com

Phone: 00974-44770455

For the Terms and Conditions

"By accessing or using our Platform, available at www.urbanservices-qa.com, you agree to be bound by these Terms and Conditions."