Terms and Conditions
January 2023
Thanks for buying a “Smart Home” product (Smart Home Service) from Us. These terms (Smart Home Terms)
will apply in addition to the following:
a) Our Consumer Services Agreement; and
b) Our Online Shop Product Purchases Terms and Conditions
If there is any conflict between these Smart Home Terms and those other terms, these Smart Home Terms
will prevail.
1. INSTALLATION
1.1. By purchasing a Smart Home Service and agreeing to installation, You confirm that You are the
registered owner of the installation address (Installation Address), or are one of the registered
owners of the Installation Address and are duly authorized by the other registered owner(s) of
the Installation Address, or are appointed by the registered owner(s) of the Installation
Address, or are an authorized resident, tenant or occupant of the Installation Address.
1.2. You also confirm that You have obtained or will obtain full, valid and subsisting authority and
consent from each of the (other) registered owners, residents, tenants and occupiers of the
Installation Address (collectively, “Occupiers”, and each an “Occupier”), and all other necessary
consents to allow Us and our Personnel to enter the Installation Address to install any Smart
Home Services or to replace or maintain the Smart Home Service, and must provide a safe
environment for Us or our Personnel to install the Smart Home Services.
1.3. You will fully cooperate with Us and our Personnel to agree on plans for Installation as soon as
practicable after the signing of an application for Smart Home Services, including but not limited
to provide Us with the brands, the model number, and the description of all Your devices at
the Installation Address which may be connected to the Smart Home Services. If We need to,
We will test devices to ensure compatibility with the Smart Home Services.
1.4. You will need to provide the necessary broadband service(s) required for the Smart Home
Services to operate. Your purchase of broadband services is subject to the provider’s relevant
terms and conditions. The charges for the broadband services are not included in the Charges
for the Smart Home Services.
1.5. You authorize Us or Our Personnel to carry out certain installations, minor renovation, electrical
, and/or other works (collectively, the “Work”) at the Installation Address, which may include
drilling holes, conduit works, and surface wiring at the Installation Address. We are not
responsible for any de-installation of Equipment if the Smart Home Services are terminated
unless otherwise agreed. We will agree on the scope of the Works required at the Installation
Address before commencing.
2. COMMENCEMENT
2.1. Installation of the Smart Home Services under this application shall take place as soon as
possible after You sign the relevant application form and pay the Charges (“Application Date”).
info@smartcitizens.ae | smartcitizens.ae 04-2874080 | 800 IOT | +971 50 7983202 Sheikh Zayed Rd., Dubai, UAE
We will aim to complete the installation of the Smart Home Services as soon as possible but this will
depend on You being able to obtain all necessary authorizations and approvals for the
installation and Us having no access or other issue with the installation. Once the installation has
been completed, You will be asked to sign a certificate confirming that the installation has been
completed (“Installation Certificate”).
3. RETURNS AND REFUNDS POLICY
3.1. If You change your mind about the Smart Home Services You’ve bought from Us, You may be
entitled to return any un-installed Equipment within 3 days from the date of purchase for a full
refund, subject to 3.2 below.
3.2. If You change Your mind under 3.1 above, we will only refund the full value of any sealed
Equipment that has not been installed at the Installation Address. You will not be refunded
for any Equipment that is unsealed or which has been installed by Us at the Installation
Address.
3.3. If You change your mind under this clause 3 and We are required to cease installation, We will
ask You to sign a release acknowledging termination of the Smart Home Services.
4. OTHER DEVICES
4.1. To ensure the Smart Home Services operate safely You will not (or allow any Occupiers to)
attach any devices to, or attempt to reconfigure, the Smart Home Devices. You understand and
agree that any unauthorized device may invalidate any Warranty given by Us in connection with
the Smart Home Service.
5. SMART HOME EQUIPMENT AND SERVICE SUPPORT
5.1. We will guarantee the proper function of the Smart Home Services (including the replacement
of selected faulty Equipment for a period of one (1) year from either:
a) the date of the Delivery Certificate at the installation address; or
b) 30 days after the Application Date, (“Warranty Period”),
whichever, comes first (“Warranty”).
5.2. You will be entitled to a limited number of free technical visits to the Installation Address. The
number of free visits will depend on the Smart Home Service Package that You have acquired
from Us. Technical visits do not include the installation of any additional equipment.
5.3. The Warranty is subject to the following:
a) Equipment covered under the Warranty includes any smart home device provided by Us for
the purpose of the Smart Home Services and as indicated in the Application Form and may
include routers, switch, access point,s and controllers, but shall not include any cable
(whether the existing cable is provided by You or by Us);
b) If You have not used the Smart Home Services and the Equipment in a fit and proper
manner, or have damaged any Equipment by any misuse, negligence, abnormal power
supply, fire, water, and/or another natural disaster, or have made any unauthorized
alteration, modification, or repair, the Warranty will be invalidated;
info@smartcitizens.ae | smartcitizens.ae 04-2874080 | 800 IOT | +971 50 7983202 Sheikh Zayed Rd., Dubai, UAE
c) The Warranty does not include any electrical work external to the Equipment, nor the
provision of software programs;
d) Unless otherwise advised by Us, We will only be liable to replace any faulty Equipment
being within the Warranty Period; and
e) du reserves the right to withhold any maintenance services for the services (including the
equipment) until full payment of any maintenance charges payable is received.
5.4. We may charge You for any site visits at the Installation Address provided beyond the scope of
the Warranty.
5.5. Upon the expiry of the warranty period, the customer or an occupier may be able to obtain
extended warranty on the services from du at extra fees, but any such extended warranty shall
not include the costs of replacing any equipment.
6. CHANGES TO THE SMART HOME SERVICES
6.1. If You wish to make any changes to or adjust the scope of the Smart Home Services, You may
be required to pay additional service fees or related charges and We will ask You to enter into
the new agreement(s) or further agreement(s) to these Smart Home Terms.
6.2. We will not refund any portion of the Charges to You if You assign or agrees to assign or
transfer the Installation Address (or any part thereof) to any party before the Services are
completed.
7. LIABILITY
7.1. You agree to fully indemnify us and any Affiliate against any and all claims, suits, actions,
proceedings, demands, liability, losses, damages, costs, expenses, and charges, that We or our
Affiliates may suffer or incur as a result of, or relating to:
a) a breach by You of your obligations under these Smart Home Terms;
b) You use the Smart Home Services or the Equipment; and/or
c) any willful, unlawful, or negligent act or omission by You.
8. COMPLAINTS AND SUPPORT
8.1. Send your complaints to us via email at info@smartcitizens.ae, or by dialing 800 IOT or
971507983202
8.2. We will acknowledge complaints within three (3) working days.
8.3. We will do our best to resolve your complaint within 30 business days but will notify you if it
takes longer. Smart Citizens will notify the outcome of your complaint and offer appropriate
remedies. 8.4. Fornline transaction-related enquiries: Email to info@smartcitizens.ae
8.5. For information about the Products we offer: Visit the Site www.smartcitizens.ae
8.6. For other general inquiries on offers and promotions: +971 50 7983202 or 800 IOT
from any phone within the UAE
