Terms and Conditions


  • Authentic Facility Managementt is a company registered in United Arab Emirates.
  • Please read these terms carefully before you submit your order for the service. By placing an order on the Site, you are agreeing to be bound by these Terms of Sale with immediate effect.
  • By accessing our site “afmanagement.aeyou agree to be bound to these terms and conditions and our “Privacy Policy
  • We may modify these terms for any reason any time by posting new version on our website. These changes do not affect rights and obligations that arose prior to such changes.


Order Acceptance: Our acceptance of your order will take place when we notify you of our acceptance in writing (e.g. by email or mobile messaging). If we are unable to accept your order, we will inform you of this in writing or through a call and will not charge you for the product.

Order Acceptance:  Our acceptance of your order will take place when we notify you of our acceptance in writing (e.g. by email or mobile messaging). If we are unable to accept your order, we will inform you of this in writing or through a call and will not charge you for the product.

Payment: By placing an order, you authorize us or our third-party payment processer to process your credit/debit card details for the amount of your order. We accept payment by,

credit/debit card;

In order to authorize credit/debit card payments, we may be required to create an account for you with our third-party payment processors, including accepting their standard terms and conditions and submitting your details to them on your behalf. You hereby authorize us to do so and we shall not be liable to you for any damage or loss you may incur as a result.

We may remove or add cards or other payment methods that we accept at any time without prior notice to you.

Cancelling Order: You may cancel your order by sending us an email. Please visit the Cancellation Policy page for more information.

Our Cancellation: We may cancel your order(s) if:

  • You do not make any payment to us when it is due;
  • You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service; or
  • You do not, within a reasonable time, allow us to deliver the service products to you .


  • Contact us (arrange a Cancellation). You may contact us through email, social media, or live chat on the Site, or by calling our call center on 050 989 4662 (UAE).
  • Your Refund: For services not delivered, you will receive a full refund if you cancel the order before 2 hours of the scheduled date of service delivery;
  • Refund Procedure. We will issue a refund to you depending on the method you used for payment, as follows:
    • if you paid by cash on delivery, we will issue a refund to your wallet; or
    • If you paid by credit/debit card, you can choose to have a refund by credit/debit card or to your wallet.
  • Refund Timescale. Your refund will be initiated once your cancellation request is received in our customer care center, and the final refund will be received by you as follows:
    • if the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the notification in our customer care center;
    • if your refund is to your wallet, you will receive the refund immediately after your cancellation request is received back in our customer care center; or
    • If you have canceled your order before 2hours of the scheduled date and time, an automated refund will be provided back to you.


Property Access and Owner/Tenant Responsibility During On-Site Work:

  • A responsible person, whether this be the property owner, or a representative of the property owner, should enable access to the property as agreed/scheduled, and be present at the property for the duration of the time spent at the property by AFM staff.
  • If our Team is attending a scheduled and confirmed callout appointment on time, and cannot gain access to the property, we will consider the callout works as fulfilled, and will charge for the work accordingly. Inability to access the property maybe due to the customer not being available to provide access or, on arrival, the customer postpones the appointment.

Liability for Losses:

In the highly unlikely event that representatives of AFM have given cause for suspicion that customer’s personal belongings have been interfered with, or removed from the property, and this is brought to the attention of the management, AFM will conduct a full investigation to ascertain the facts. AFM shall not be held responsible or liable for any losses of personal items/personal property, should the investigation find that there is no evidence that the loss is attributable to AFM. Tenants/owners should always secure high value items.

On-Line Prices:

Standard prices are valid for the areas represented in the AFM website only. Prices for other areas are quotation-based.

Callout Response Times:

AFM is committed to attending to callouts, whether these be emergency or non-emergency, according to the response times set out in the AFM website/promotional literature. AFM will not be held responsible for any damage (including that caused by water or fire) to the customer’s property, in the intervening time between the receipt of the callout request by the customer, and the arrival of the AFM team.

System/Equipment Malfunction:

Where a system/equipment is malfunctioning, AFM would investigate whether or not the malfunction was attributable to the work carried out by AFM. If this was the case, AFM would fix the equipment at no charge to the customer. However, where AFM recommends a new replacement part/unit, e.g. an AC motor, and the customer will not provide approval, insisting instead on a repair and, subsequently, the unit fails, AFM will not be held responsible for any malfunction or subsequent damage caused to the property/assets.

Property Insurance:

We strongly recommends that a home/property insurance plan is in place to cover any damage caused to the property through water leakage, fire, and/or malfunctioning equipment/system, and will support the customer with repair/remediation quotations.

Use of Scaffold or Electric Lifting Equipment and Safety Issues:

The use of scaffold or lifting equipment to reach assets, which cannot be reached by normal ladders, will be charged to the customer as an additional fee to the contract fee, unless this fee is specified as included in the contract fee. It is the client’s responsibility to ensure that there is clear access for AFM  to erect the scaffold/lifting equipment. AFM will not access locations in the premises if there is a safety issue which can put our staff at risk. AFM will help the customer to try and find a solution to accessing these types of inaccessible locations.

Provision of Incorrect Information by the Customer:

If the information on the property provided by the customer is incorrect, eg. the number of rooms in the property, the non-inclusion of relevant maid or driver rooms, the wrong size of water tanks or swimming pools etc., AFM will have the right to revise the price charged to the customer accordingly.

Condition of Property Systems when taking out a Contract:

If the AC, electrical, and plumbing systems at the property have not been maintained, resulting in substandard condition, AFM will provide a proposal for initial corrective maintenance before starting the Annual Maintenance Contract. These costs will be charged separately and, therefore, are not included in the AFM annual maintenanace fee.

Cancellation of a Contract by a Customer:

Where the customer wishes to cancel the contract, a 60 days’ notice to be provided in writing to AFM at info@afmanagement.ae.

  • AFM will refund 80% of the paid value of the remaining period of the contract from the date services have been stopped.
  • The refund will be issued out as a transferable value voucher for AFM services.

Excessive Non-Emergency Call Out Consumption:

When a contract is ‘active’, AFM will attend all callouts. However, in the course of the annual contract, if the total number of non-emergency (routine) callouts exceeds either 15 callouts for an apartment, or 30 callouts for a villa, AFM will have the right to charge for any additional callouts.

Changes to Services and Agreements:

Occasionally we may, at our discretion, make changes to our services and agreements. When we make changes to these services/agreements that we consider material, we will notify you via our email service. By continuing to use the AFM service after those changes are made, you are expressing and acknowledging your acceptance of the changes.

Contact Us

Capital Plaza Towers,
Office Tower, Office 1202,
Abu Dhabi, Corniche Street,
P.O. Box: 60885
Dubai Investment Park 2,
Aman Warehouse, Office 3,
Dubai, UAE

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