Business-to-consumer terms for services supplied by a provider to an individual consumer in UAE Mainland. Whether the customer is a consumer, so consumer-protection law applies and a business-to-business template is wrong, is settled by the decision card (consumer_status), from the facts, not assumed from the draft.
What it covers
Services supplied in UAE Mainland by a Provider to a Consumer acting wholly outside a trade, business or profession, including tuition, personal training, repairs, home services, beauty or wellness services and events.
One-off, appointment-based and short ongoing consumer services, including distance and off-premises bookings.
What it does not cover
Sale of goods as the principal transaction, credit or finance, insurance, employment, healthcare requiring specialist clinical consent, regulated financial services, travel packages, real-property transactions, or services supplied to a business.
Terms intended for a free-zone legal regime or a consumer outside UAE Mainland.
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INDEXLAW / CONTRACT LIBRARYAGREEMENT TEMPLATE
UAE Mainland Consumer Services Agreement
UAE Mainland
Highlighted blanks are the details your parties fill in.
Parties
This agreement is dated the date on which it is signed by the last of the parties.
This agreement is made between [TO BE CONFIRMED — Provider legal name and details] (the "Provider") and [TO BE CONFIRMED — Consumer legal name and details] (the "Consumer").
Key Terms
"Services" means [TO BE CONFIRMED — Services description].
"Service Location" means [TO BE CONFIRMED — Service location or delivery method].
"Service Period" means [TO BE CONFIRMED — Service date, dates or period].
"Appointment Details" means [TO BE CONFIRMED — Appointment or booking details].
"Price" means [TO BE CONFIRMED — Total price]
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in AED, inclusive of any taxes and compulsory charges unless this agreement expressly states otherwise.
"Deposit" means [TO BE CONFIRMED — Deposit amount], payable by [TO BE CONFIRMED — Deposit due date] and credited against the Price.
Language
The Provider must give the Consumer these terms and all mandatory consumer information in Arabic and, where supplied, English. If there is an inconsistency between language versions, the Arabic version prevails to the extent required by applicable law; otherwise the version most favourable to the Consumer prevails.
Services
The Provider must supply the Services at the Service Location during the Service Period in accordance with this agreement, the booking confirmation and any mandatory information given to the Consumer before contracting. The Provider must not make a material change to the Services without the Consumer's agreement, except where necessary for safety, law or an event beyond the Provider's reasonable control.
Provider Duties
The Provider must perform the Services with reasonable care and skill, using personnel with appropriate competence, and must comply with applicable law, licences, health and safety requirements and consumer-protection requirements.
The Provider must perform the Services on the agreed date or during the Service Period. If no date or period is agreed, it must do so within a reasonable time. Time is not of the essence unless the Provider has expressly agreed otherwise or the nature of the Services makes timing essential.
Booking and Appointments
A booking is confirmed when the Provider gives the Consumer a confirmation in a durable form. The confirmation must state the Appointment Details, the Price, any Deposit, and the applicable cancellation and rescheduling terms.
Consumer Duties
The Consumer must provide information reasonably needed to supply the Services that is accurate and complete, provide safe and timely access to the Service Location where relevant, follow reasonable safety instructions, and tell the Provider promptly about a circumstance that may materially affect safe performance. The Consumer need not provide information unrelated to the Services.
Price and Payment
The Consumer must pay the Price as stated in the booking confirmation. Any Deposit is payable as stated in the Key Terms and the balance is payable by [TO BE CONFIRMED — Balance payment due date]. The Provider may not impose an undisclosed charge. If the Consumer does not pay an undisputed amount when due, the Provider may give reasonable written notice and suspend unperformed Services only after that notice, provided this is lawful and proportionate.
Deposit
The Deposit reserves the Services and forms part of the Price. The Provider may retain from the Deposit only a reasonable amount reflecting loss it actually suffers because of a cancellation or breach by the Consumer, after taking reasonable steps to reduce that loss. The Provider must refund the balance within the Refund Period.
Changes and Rescheduling
The Consumer may ask to reschedule by giving at least [TO BE CONFIRMED — Rescheduling notice period] notice. The Provider must use reasonable efforts to offer a suitable alternative date, subject to availability. It may charge only a reasonable fee reflecting additional cost caused by a late change and disclosed before booking. If the Provider needs to reschedule, it must give reasonable notice and offer a suitable alternative or a full refund for the affected Services.
Cancellation by the Consumer
The Consumer may cancel by clear written notice. Nothing in this agreement limits any statutory cancellation, withdrawal, return, refund or other consumer right, including rights applicable to distance or off-premises contracts. Where the Consumer asks the Provider to begin the Services during an applicable statutory cancellation period, the Provider must obtain the Consumer's express request and give the required information. If cancellation occurs after Services have properly begun at the Consumer's express request, the Consumer is liable only for the proportion of Services properly supplied and only to the extent permitted by law. Outside statutory rights, the Provider may charge only a reasonable amount for Services supplied and loss it reasonably cannot avoid.
Cancellation by the Provider
The Provider may cancel only for a material reason, including the Consumer's material breach, unsafe conditions, inability to perform lawfully or an event under the Force Majeure clause. Except where the Consumer is materially at fault, the Provider must give at least [TO BE CONFIRMED — Provider cancellation notice period] notice where reasonably practicable and must offer a suitable alternative or refund promptly all sums paid for affected Services not supplied.
Service Remedies
If the Services are not supplied with reasonable care and skill, do not materially match the agreed description, or are not supplied within the agreed time or a reasonable time, the Consumer may require the Provider to re-perform the affected Services within a reasonable time and without significant inconvenience, unless that is impossible or disproportionate. In that case, or if re-performance is not provided properly, the Consumer may receive an appropriate price reduction or refund and may exercise any other remedy available by law.
Health and Safety
The Provider must take reasonable steps to provide a safe service and premises, equipment and instructions appropriate to the Services. The Consumer must follow reasonable safety instructions and must not knowingly put people or property at risk. Neither party's obligations under this clause reduce any non-excludable legal duty or right.
Health Information and Activity Risks
The Provider has given the Consumer the following information about material risks and safety measures: [TO BE CONFIRMED — Physical activity risk information]. The Consumer confirms that, to the best of the Consumer's knowledge, information given about relevant health conditions, injuries, medication or limitations is accurate and complete. This clause records information and does not waive, exclude or limit any right or liability that cannot lawfully be waived, excluded or limited.
Insurance
The Provider must maintain the insurance required by applicable law and any insurance reasonably appropriate to the nature of the Services. Its relevant insurance arrangements are: [TO BE CONFIRMED — Insurance details].
Intellectual Property
The Provider retains ownership of intellectual property rights in its pre-existing materials, methods, branding and know-how. On full payment of the Price, the Consumer receives a non-exclusive, non-transferable licence to use materials supplied as part of the Services for the Consumer's personal, non-commercial use. Ownership of any bespoke deliverable is determined by the Intellectual Property Position.
Photography and Publicity
The Provider may photograph, film or record the Consumer, or use the Consumer's name or testimonial, only with the Consumer's separate, informed consent and for the purposes stated in that consent. Refusal or withdrawal of consent will not affect the Services except to the extent recording is necessary to provide them and the Consumer is told before booking. The Consumer may withdraw consent for future use by written notice, subject to material already lawfully published and legal record-keeping requirements.
Data Protection
The Provider must process the Consumer's personal data in accordance with applicable data protection law, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, and its privacy notice at [TO BE CONFIRMED — Privacy notice link or location]. The privacy notice must explain the personal data processed, purposes, legal basis where required, retention, recipients, international transfers where applicable, the Consumer's rights and how to contact the Provider or make a complaint. The Provider must apply appropriate technical and organisational security measures and notify the Consumer and competent authority of a personal data breach where the law requires.
Complaints and Dispute Resolution
The Consumer may make a complaint using [TO BE CONFIRMED — Complaints contact details]. The Provider must acknowledge and investigate the complaint fairly and respond within a reasonable time. This does not prevent the Consumer from using the Ministry of Economy consumer-complaint route, another competent consumer authority, or any court or remedy available by law.
Force Majeure
Neither party is liable for delay or failure in performing its obligations, other than payment obligations, caused by events beyond its reasonable control. The affected party must notify the other promptly and use reasonable efforts to minimise the effect. If the event prevents performance for more than 30 days, either party may terminate this agreement by written notice.
Changes to These Terms
The Provider may change these terms only for future bookings, by giving the Consumer clear notice before the Consumer makes the booking. No change may reduce the Consumer's rights for an existing booking unless the Consumer expressly agrees and the change is lawful.
Liability
Nothing in this agreement excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, fraudulent misrepresentation, death or personal injury to the extent liability cannot lawfully be excluded, or the Consumer's mandatory statutory rights. Subject to that, the Provider is liable for foreseeable loss and damage caused by its breach, negligence or failure to exercise reasonable care and skill. The Provider's total liability arising from the Services is limited to [TO BE CONFIRMED — Liability cap], except where a higher amount is required by law.
Notices
A notice under this agreement must be in writing and delivered by hand, by courier or by email to the Consumer at [TO BE CONFIRMED — Consumer notice address and email] or to the Provider at [TO BE CONFIRMED — Provider notice address and email], or to any other address a party notifies for this purpose. A notice is received: if delivered by hand or courier, on delivery; and if emailed, at the time it is sent or, if that is outside business hours at the recipient's location, at 9.00 am on the next business day. This clause does not apply to the service of legal proceedings.
General
If a provision of this agreement is invalid, illegal or unenforceable, it must be read down to the minimum extent necessary or, if that is not possible, removed. This does not affect the remaining provisions. Any provision that would deprive the Consumer of a mandatory protection is ineffective to that extent.
Governing Law and Disputes
This agreement is governed by the laws of the Emirate of [TO BE CONFIRMED — Emirate] and the federal laws of the United Arab Emirates as they apply there. The parties must first try in good faith to settle any dispute arising out of or in connection with this agreement through their senior representatives within 30 days after either gives notice of it. If they do not, [TO BE CONFIRMED — Competent courts] have jurisdiction to settle it. Nothing in this clause prevents the Consumer from bringing proceedings before any other court or authority that has mandatory jurisdiction under applicable law.