Personal Care Partner Terms and Conditions

To become or remain an AFSA Personal Care Partner, the partner must provide accurate business and service information requested by AFSA.

AFSA reserves the right to approve, reject, suspend, or remove any partner at its discretion.

Submission of a partner application does not guarantee approval, listing, booking volume, customer leads, or revenue.

• Trade license or service authorization
• Emirates ID or representative identification where applicable
• Company profile
• Service menu or price list
• Coverage area details
• Insurance or safety documents where applicable
• Team or technician details
• Photos, portfolio, or proof of previous work
• Bank details for partner payouts where applicable

The partner is responsible for providing services professionally, safely, and in accordance with applicable laws, customer expectations, and AFSA service standards.

• Provide accurate information about its business and services
• Maintain valid licenses, approvals, and documents required for its service category
• Offer clear and transparent pricing
• Communicate any additional charges before service delivery
• Arrive on time or notify AFSA and the customer of delays
• Deliver services according to the confirmed booking scope
• Use trained staff, technicians, or professionals where required
• Maintain safe, respectful, and professional conduct
• Handle customer property with care
• Respond to customer complaints or AFSA follow ups in a timely manner
• Avoid misleading claims, hidden charges, or unauthorized upselling

The partner remains fully responsible for the quality, safety, legality, and delivery of its services.

AFSA acts as a platform, referral, booking, concierge, or coordination channel connecting customers with approved partners.

Unless specifically agreed in writing, AFSA is not the direct provider of the partner’s services and is not responsible for the partner’s acts, omissions, staff behavior, service quality, equipment, tools, vehicles, licenses, or regulatory compliance.

AFSA may support the customer journey through inquiry handling, partner matching, booking coordination, service category presentation, payment collection, customer support, and post service follow up.

AFSA may modify, pause, reject, reassign, or cancel bookings where required for operational, customer experience, safety, or compliance reasons.

The partner agrees to pay AFSA a referral fee for every completed booking generated, introduced, facilitated, or routed through AFSA.

Referral fees are calculated on the gross booking value unless otherwise agreed in writing.

The gross booking value may include the base service price, approved add ons, emergency charges, recurring service value, travel charges, and any agreed service upgrade charged to the customer.

Taxes, refunds, discounts, cancellation charges, and third party charges may be handled as agreed between AFSA and the partner in the applicable commercial agreement.

An additional 8% online transaction fee applies only when customer payment is collected online through the AFSA platform.

The online transaction fee may cover online payment handling, transaction administration, payment gateway support, reconciliation, collection management, and platform based payment processing.

The 8% online transaction fee is not applicable when the customer pays the partner directly.

Where payment is collected online through AFSA, AFSA may deduct both the applicable referral fee and the 8% online transaction fee before releasing the partner payout.

Where the customer pays the partner directly, the online transaction fee does not apply.

However, the partner remains responsible for paying AFSA the applicable referral fee for the completed booking.

The partner must not avoid, bypass, hide, under report, or misrepresent AFSA generated bookings to avoid paying referral fees.

AFSA may request booking confirmation, customer confirmation, invoices, receipts, job cards, payment proof, or service completion records to verify completed bookings.

Where AFSA collects customer payment online, partner payouts will be processed after service completion, customer confirmation or reasonable service verification, invoice or booking value confirmation, deduction of applicable referral fees, deduction of applicable online transaction fees, and resolution of any customer complaint, refund request, or dispute.

Unless otherwise agreed, payouts may be processed within a reasonable period after completion and verification. AFSA appointed weekly, bi weekly, monthly, or booking based payout cycles.

AFSA may withhold or delay payouts where there is a service dispute, refund request, suspected fraud, incomplete documentation, incorrect bank details, or breach of these terms.

Referral fees apply only to completed bookings unless otherwise agreed.

If a booking is cancelled before service delivery, no referral fee will apply unless the partner has already dispatched staff, incurred an approved cost, or the cancellation terms provide otherwise.

If the partner cancels, fails to attend, arrives significantly late, refuses the service without valid reason, or does not provide the agreed service, AFSA may reassign the booking and may reduce the partner’s visibility, pause the partner profile, or remove the partner from the platform.

If a customer reschedules a booking, the referral fee will apply once the rescheduled service is completed.

Customers introduced to the partner through AFSA are considered AFSA referred customers.

For a period of 6 months from the first AFSA generated booking or customer introduction, any repeat booking from the same customer for the same or related service may remain subject to the applicable AFSA referral fee unless otherwise agreed in writing.

The partner must not encourage customers to bypass AFSA for the purpose of avoiding referral fees, platform terms, customer support, or payment obligations.

AFSA may suspend or terminate the partner relationship if the partner attempts to bypass AFSA, redirect AFSA customers unfairly, or under report repeat bookings.

The partner must provide accurate and updated pricing information to AFSA.

The partner must not charge customers hidden fees or materially different prices from the information shared with AFSA unless the customer approves the change before service delivery.

AFSA may remove or edit service listings that are unclear, misleading, incomplete, or inconsistent with customer experience standards.

• Starting prices
• Service inclusions
• Service exclusions
• Additional charges
• Emergency charges
• Location based charges
• Cancellation terms
• Service duration where applicable
• Required customer preparation before the service

The partner agrees to cooperate with AFSA in resolving customer complaints, service issues, refund requests, or quality concerns.

AFSA may request evidence such as photos, job cards, staff notes, customer messages, invoices, or completion proof.

AFSA may pause payouts until the complaint or dispute is resolved.

Repeated complaints, poor service quality, late attendance, unsafe conduct, or unresolved disputes may result in partner suspension or removal.

• Reperform the service
• Correct the issue
• Offer a partial refund
• Offer a full refund
• Waive additional charges
• Provide a written explanation

The partner is responsible for all staff, drivers, technicians, cleaners, subcontractors, agents, or representatives assigned to AFSA bookings.

The partner must ensure that all personnel are trained, legally authorized where required, professionally dressed where appropriate, respectful, and capable of delivering the booked service.

The partner remains liable for the actions, omissions, conduct, negligence, and service quality of its personnel.

The partner must comply with all applicable UAE laws, regulations, licensing requirements, labor obligations, health and safety standards, insurance requirements, consumer protection rules, data protection obligations, and service specific regulations.

The partner is solely responsible for maintaining required permits, licenses, insurance, employee documentation, vehicle approvals, chemical safety compliance, pest control approvals, technical certifications, and other legal requirements related to its services.

AFSA may request updated documents at any time.

The partner is responsible for maintaining appropriate insurance coverage where applicable to its service category.

The partner is responsible for any damage, loss, injury, theft, misconduct, accident, service failure, property damage, or regulatory breach caused by the partner, its staff, subcontractors, or service delivery.

AFSA is not liable for damages caused by partner service delivery unless expressly required by law or agreed in writing.

The partner agrees to indemnify AFSA against claims, losses, complaints, penalties, damages, costs, and expenses arising from the partner’s services, conduct, breach of terms, legal non compliance, or customer disputes.

AFSA may share customer information with the partner only for the purpose of handling confirmed inquiries, bookings, service delivery, customer communication, and post service support.

The partner must use customer information only for the relevant AFSA booking and must not misuse, sell, share, store unnecessarily, or market to customers without consent or legal basis.

Customer data may include names, phone numbers, addresses, service requirements, booking times, payment information where applicable, and service notes.

The partner must keep AFSA customer data confidential and secure.

The partner may not use AFSA’s name, logo, website content, brand identity, customer database, marketing material, or platform assets without written permission.

AFSA may use the partner’s business name, logo, service information, service photos, pricing, and profile details for listing, promotion, booking, and customer communication purposes while the partner remains active on the platform.

AFSA may remove partner branding from the platform if the partner is suspended, rejected, or terminated.

AFSA may decide how partner listings are displayed, ranked, promoted, edited, paused, or removed.

Partner visibility may depend on service category, location, customer demand, performance, response time, pricing clarity, customer reviews, availability, commercial terms, and AFSA’s internal quality standards.

AFSA does not guarantee booking volume, ranking position, customer conversion, revenue, or continuous visibility.

AFSA may collect, review, display, or use customer feedback related to partner services.

Customer feedback may influence partner ranking, visibility, approval status, and continued participation in the AFSA partner program.

AFSA may investigate complaints or negative feedback before taking action but is not obligated to publish every review.

AFSA may suspend, pause, or terminate a partner’s access, listing, or booking flow at any time if the partner breaches the platform terms, damages customer trust, or fails to meet AFSA standards.

The partner may request removal from the AFSA platform by providing written notice. Any pending bookings, unresolved complaints, payouts, or referral fees remain payable or subject to resolution after termination.

• Provides poor service quality
• Receives repeated customer complaints
• Fails to pay referral fees
• Attempts to bypass AFSA
• Misrepresents booking values
• Provides false documents or information
• Breaches customer trust
• Violates laws or regulations
• Uses unsafe practices
• Damages AFSA’s reputation
• Fails to cooperate with customer support or dispute resolution

AFSA may update these terms, referral fees, online transaction fees, service categories, payment processes, partner standards, or onboarding requirements from time to time.

Where possible, AFSA will notify partners of material commercial changes before they apply.

Continued acceptance of bookings or use of AFSA partner services after changes are communicated may be treated as acceptance of the updated terms.

Nothing in these terms creates an employment, franchise, joint venture, agency, or legal partnership relationship between AFSA and the partner.

The partner acts as an independent service provider and is responsible for its own staff, taxes, licenses, insurance, operations, tools, equipment, service delivery, and legal obligations.

The partner is responsible for issuing invoices, maintaining tax records, collecting or reporting VAT where applicable, and complying with all tax obligations related to its services.

Where AFSA collects payment or issues invoices on behalf of a booking flow, the invoicing process may be handled according to the agreed commercial arrangement.

All fees, referral commissions, online transaction fees, deductions, and payouts may be subject to applicable taxes where required by law.

If a dispute arises between AFSA and the partner, both parties should first attempt to resolve the matter through good faith communication.

Disputes may relate to booking values, customer complaints, payouts, referral fees, service quality, repeat customer fees, payment collection, or partner obligations.

AFSA may pause affected payouts or bookings while a dispute is being reviewed.

If the dispute cannot be resolved informally, it may be handled according to the governing law and jurisdiction stated in the applicable partner agreement or as required by UAE law.

For questions about these Personal Care Partner Terms and Conditions, partner applications, booking fees, payouts, or service categories, partners may contact AFSA through the official contact details provided on the AFSA website.

These terms are provided as a business draft and should be reviewed by a qualified legal professional before publication or use in binding partner agreements.