These Terms and Conditions govern the access to and use of the Urban Properties Exclusive Services provided by Urban Properties Real Estate Consultancy LLC (“Urban”) through its App, website or any other approved digital platform. By accessing the platform submitting a service request or making payment for any service the Client confirms that they have read understood and agreed to these Terms and Conditions together with Urban’s Privacy Policy and Refund and Cancellation Policy.

1. Definitions. In these Terms and Conditions unless the context requires otherwise:

App means the mobile application, website, web portal or any digital platform used by Urban for offering and processing Urban Properties Exclusive Services.

Client means any purchaser, tenant, investor, customer or user who has obtained services from Urban or who uses the App to request any Urban Properties Exclusive Service.

Service Provider means any third-party contractor, consultant, vendor, supplier, financial institution broker, typing centre, government service provider, furnishing supplier, snagging consultant, mortgage broker consultant, visa consultant, utility service provider or any other person appointed or coordinated by Urban to provide or support the requested service.

Urban Properties Exclusive Services or Services means the exclusive post-sale client support services offered by Urban including without limitation facilitating payment for Utilities Services, Travel Visa assistance, Golden Visa assistance, Furnishing Assistance, Snagging Services and Mortgage Assistance made available by Urban from time to time.

Terms means these Terms and Conditions as amended from time to time.

2. Scope of Services. Urban Properties Exclusive Services are offered exclusively to eligible clients of Urban.

The Services may include the following:
a. assistance with utility registration, activation, payment, coordination, account opening or related utility support for the Client’s property;
b. travel visa assistance including document coordination and liaison with relevant service providers;
c. Golden Visa assistance including preliminary document coordination and liaison with relevant service providers;
d. furnishing assistance including coordination with furniture suppliers, interior consultants, contractors, installers, logistics providers and related vendors;
e. Snagging Services includes the coordination of snagging and rectification works in relation to Client’s property including inspection, review, identification of snagging issues, preparation or review of required works appointment or coordination of a contractor, consultant, technician, contractor or service provider and follow-up on the completion of such works subject always to the Client’s prior confirmation of the scope of works and payment of the applicable charges.
f. Mortgage Assistance means the referral of Clients to a mortgage broker service provider for mortgage related assistance.

Urban may amend add suspend or remove any Service at its sole discretion.

3. Role of Urban. The Client acknowledges and agrees that Urban acts as a coordinator, facilitator and administrative support provider for the Services. Urban is not a financial adviser, immigration authority, government authority, utility authority, furnishing, manufacturer, contractor, insurer or warranty provider. Urban does not guarantee the approval, outcome, timing, quality, decision or performance of any third-party authority, mortgage broker or consultant, contractor vendor, consultant or government department. Where any Service is performed by a Service Provider Urban’s role shall be limited to coordinating the request, sharing the relevant information where authorised by the Client, facilitating, communication and updating the Client on the status of the request.
4. Appointment of Service Providers. Urban shall have the right at its sole discretion to appoint, select, replace or engage any Service Provider. The Client agrees that Urban is not required to obtain the Client’s prior approval for the selection of any Service Provider. Urban shall use reasonable efforts to coordinate with Service Providers for the smooth delivery of the Services. However, Urban shall not be liable for delays, defaults, negligence, defective performance or non-performance by any Service Provider except to the extent directly caused by Urban’s proven gross negligence or wilful misconduct.
5. Clients. The Services are intended for clients of Urban and may be restricted to purchasers, tenants, investors or customers who have completed or are in the process of completing a transaction through Urban. Urban reserves the right to refuse, suspend or cancel access to the Services where the Client is not eligible, where documents are incomplete, where payment is not received or where the request is unlawful impractical or outside the scope of Urban’s permitted activities.
6. Client Obligations. The Client shall:
   a. provide accurate complete and up-to-date information required for the requested Service;
   b. provide all documents, approvals, identification details, property details, payment references, and other information requested by Urban or the relevant Service Provider;
   c. ensure that all information provided to Urban is true correct and not misleading;
   d. respond promptly to requests for clarification or additional documents;
   e. make all payments within the agreed time;
   f. comply with all applicable laws regulations authority requirements and Service Provider conditions;
   g. provide approval or access to the property where required for snagging furnishing utility or similar services; and
   h. not misuse the App or request any service for unlawful fraudulent misleading or unauthorised purposes.

Urban shall not be responsible for any delay, rejection, cancellation, additional cost or failure of a Service caused by incomplete, inaccurate, delayed, false or misleading information provided by the Client.

7. Use of Existing Client Data. The Client authorises Urban to use information and documents already held by Urban in relation to the Client’s property transaction for the purpose of providing the requested Services. Such information may include the Client’s name, contact details, identification documents, property details, unit details, transaction information and documents previously shared with Urban. Urban shall process such information in accordance with its Privacy Policy and applicable data protection requirements.
8. Payments. All payments for the Services must be made exclusively through the App approved payment link or any other payment channel expressly approved by Urban. Urban shall not be responsible for any payment made outside the approved App or payment link unless such payment has been expressly authorised by Urban in writing. The Client shall pay all applicable service fees third-party charges government fees authority fees utility charges bank charges vendor fees taxes and any other amounts applicable to the requested Service. Urban may refuse to commence or continue any Service until full payment or the agreed advance payment has been received. Payment confirmation does not guarantee approval completion or successful outcome of any Service where such outcome depends on a third party authority, bank, Service Provider or government department.
9. Payment method. The Client shall use the App and payment link only for lawful purposes and only for the Services offered by Urban. The Client shall not attempt to interfere with the App payment gateway security systems customer data or any digital platform used by Urban. Urban may suspend or block access where it reasonably suspects fraud misuse unauthorised access payment dispute chargeback abuse or breach of these Terms.
10. Payment Gateway. Urban shall use reasonable measures to ensure that payments made through the App or approved payment link are processed through secure payment channels and authorised payment gateway providers. Payments made through the App or payment link may be processed by an independent payment gateway or payment service provider. Urban does not store full card details unless expressly stated and permitted under applicable payment security standards. The Client may be subject to additional terms imposed by the payment gateway card issuer bank or payment service provider. Urban shall not be liable for payment failures bank declines card issuer delays technical issues chargeback processing or payment gateway downtime except to the extent caused by Urban’s proven fault.
11. Third-Party Fees and Disbursements. Certain Services may require payment to third parties including authorities, utilities service providers, developers, master developers, vendors, suppliers, contractors, consultants or government service providers. Such third-party amounts are collected or paid as part of the Client’s requested Service and may be non-refundable once paid to the relevant third party. Urban may require the Client to pay additional amounts where the actual third-party cost exceeds the amount initially estimated or collected.
12. Status Updates. Urban shall use reasonable efforts to update the Client on the status of the requested Service within 24 hours from receipt of the required payment and all required information. The 24-hour update shall be a status update only and shall not be treated as a guarantee that the Service will be completed within 24 hours. Completion timelines may depend on the Client’s response time, Service Provider availability, authority procedures, property access, developer requirements or other external factors beyond Urban’s control.
13. Utilities Services. Utilities Services may include assistance with utility registration, utility bill payment coordination, account activation, account transfer document submission or related administrative support. The Client remains solely responsible for all utility charges consumption charges, deposits, penalties, reconnection, charges, outstanding balances and authority requirements. Urban does not guarantee approval, activation, reconnection or completion by any utility provider, developer, master developer, district cooling provider or management company.
    

    14. Travel Visa and Golden Visa Assistance. Urban may assist the Client with document coordination and liaison with relevant Service Providers for travel visa or Golden Visa services. Urban does not provide immigration decisions and does not guarantee visa approval visa renewal Golden Visa eligibility, entry permission, residence visa, approval or any decision by a government authority. The Client acknowledges that all visa applications are subject to applicable UAE laws government procedures, eligibility criteria, security checks and authority discretion. Any rejection delay additional document request or refusal by a relevant authority shall not make Urban liable to the Client.

14. Furnishing Assistance. Furnishing Assistance may include coordination with furniture suppliers interior consultants fit-out contractors installation teams logistics providers or other vendors. Urban does not manufacture sell warrant or insure any furniture appliance fixture fitting material or products. All product warranties and defect liabilities shall be subject to the terms provided by the relevant Service Provider supplier contractor or manufacturer. Urban shall not be responsible for product defects manufacturing defects delivery delays installation issues material variations or after-sales warranty claims except to the extent caused by Urban’s proven gross negligence or wilful misconduct.
15. Snagging Services. Urban may assist the Client with Snagging Services in relation to the Property. The Client acknowledges that Urban’s role is limited to coordinating the snagging and rectification process with third party Service Providers. Urban may appoint or coordinate with any contractor, consultant technician or service provider which Urban considers suitable for carrying out the relevant works.. The works shall proceed only after the Client makes the required payment through the App or any other payment method approved by Urban. The Client shall be responsible for providing access to the Property approvals keys access cards community permits building permissions and any other information or authorisation required for carrying out the works. Urban shall not be responsible for any delay inability to carry out works or additional cost arising from restricted access lack of approvals incomplete information authority requirements developer requirements building management restrictions or Client delay. Any warranties, guarantees, defect liability or after-service support in relation to the rectification works shall be limited to the warranties or obligations provided by the relevant sub-contractor consultant contractor technician or service provider. Urban does not provide any independent warranty in relation to the quality durability fitness or completion of the works unless expressly agreed in writing. Urban shall not be liable for any act omission delay defect damage or default of any sub-contractor consultant contractor technician or service provider except to the extent caused by Urban’s proven gross negligence or wilful misconduct.
16. Mortgage Assistance. Urban shall refer Clients to a mortgage broker service provider for mortgage related assistance. Urban’s role is limited to referring the Client to the mortgage broker service provider and where required sharing the necessary property documents and information with such mortgage broker service provider for the purpose of assisting the Client with the mortgage process. The Client acknowledges and agrees that the mortgage broker service provider operates independently from Urban. Urban shall not be responsible or liable for any advice representation commitment approval timeline service fee charge requirement decision omission act or any other matter arising from or in connection with the services provided by the mortgage broker service provider. Any engagement discussion agreement arrangement or transaction between the Client and the mortgage broker service provider shall be directly between the Client and the mortgage broker service provider. Urban shall not be a party to such engagement and shall not assume any liability in relation to the outcome of the mortgage application or any dealings between the Client and the mortgage broker service provider. The Client further acknowledges that engaging with a mortgage broker service provider shall not affect defer suspend or extend any payment obligations owed by the Client including any final outstanding payment due in relation to the property. Urban shall share the contact details of the mortgage broker service provider only after receiving the Client’s acknowledgement that the Client has understood and accepted this disclaimer.
17. Representation and Warranties. Urban makes no warranty representation or guarantee that:
    a. any Service will be approved completed or accepted by a third party;
    b. any Service Provider will perform without delay defect or error;
    c. any snagging item will be rectified;
    d. any mortgage application will be approved; or
    e. any visa application will be successful.

Where warranties are provided by a Service Provider supplier contractor consultant bank authority or vendor such warranties shall be the sole warranties applicable to the relevant Service.

19. Refund and Cancellation. Refunds cancellations and rescheduling shall be governed by Urban’s Refund and Cancellation Policy as amended from time to time. By making payment through the App or payment link, the Client confirms that they have read and accepted the Refund and Cancellation Policy. In general payments may be non-refundable once the Service has commenced or once payment has been made to a Service Provider, authority, utility provider, vendor, consultant, contractor or other third party except Urban is unable to provide the paid Service.
20. Complaints and Customer Support. The Client may submit complaints enquiries or service requests through the following contact details: customercare@urbanproperties.ae or 04 5910000 Urban shall use reasonable efforts to review and respond to complaints within a reasonable time after receiving all relevant details from the Client. The Client shall provide the payment reference service request number supporting documents and a clear description of the complaint.
21. Limitation of Liability. To the maximum extent permitted by applicable law Urban shall not be liable for:
    a. Any direct or indirect consequential special punitive or loss of opportunity damages;
    b. any loss caused by a Service Provider, authority, utility provider, government department, vendor, contractor, consultant or third party;
    c. delay caused by incomplete documents unavailable appointments authority procedures payment gateway issues bank processing or third-party default;
    d. rejection refusal or non-approval of any mortgage, visa, utility application or other request;
    e. any product defect workmanship issue or warranty claim relating to a Service Provider’s goods or services; or
    f. any loss caused by inaccurate incomplete or misleading information provided by the Client.

Urban’s aggregate liability for any claim relating to a paid Service shall not exceed the service fee actually received by Urban for that specific Service excluding third-party fees government charges authority fees utility payments bank charges and vendor costs. Nothing in these Terms shall exclude liability which cannot be excluded under applicable law.

22. Client Indemnity. The Client shall indemnify and hold Urban harmless from and against any claim loss damage penalty cost liability or expense arising from:
    a. false inaccurate incomplete or misleading information provided by the Client;
    b. the Client’s breach of these Terms;
    c. the Client’s failure to provide documents access or approvals;
    d. the Client’s misuse of the App;
    e. any unlawful fraudulent or unauthorised request made by the Client; or
    f. claims made by third parties arising from the Client’s instructions documents property access or service request.
23. Amendments to Terms. Urban may amend these Terms from time to time. The updated Terms shall be published on the App website or payment page and shall apply from the effective date stated in the updated version. The Client’s continued use of the App for any Service after publication of updated Terms shall constitute acceptance of the updated Terms.
24. Privacy. Urban shall collect use store and process the Client’s personal data in accordance with its Privacy Policy and applicable data protection requirements. The Client confirms that they have read and accepted Urban’s Privacy Policy before using the App or making payment.
25. Force Majeure. Urban shall not be liable for delay or failure to perform any obligation caused by events beyond its reasonable control including government restrictions authority delays system outages payment gateway failure bank delays labour shortages transport disruption supplier delay natural disasters public emergencies cyber incidents or any other force majeure event.
26. Severability. If any provision of these Terms is found to be invalid unlawful or unenforceable the remaining provisions shall continue in full force and effect.
27. Governing Law and Jurisdiction. These Terms and any dispute arising out of or in connection with the Services shall be governed by the laws applicable in the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. The courts of Dubai shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms the App the payment link or the Services.
28. Acceptance. By clicking “I Agree” using the App submitting a service request or making payment through the approved payment link the Client confirms that:
    a. they have read understood and accepted these Terms;
    b. they have read understood and accepted the Refund and Cancellation Policy;
    c. they have read understood and accepted the Privacy Policy;
    d. they authorise Urban to coordinate the requested Service; and
    e. they authorise Urban to share relevant information with Service Providers as required for providing the requested Service.