Terms of Service
Last Updated: January 2024
Welcome to Sharaf DG Energy. By accessing or using our services, you agree to be bound by these Terms of Service. Please read them carefully before proceeding with any installation or purchase.
1. Service Agreement
When you engage Sharaf DG Energy for solar panel installation, smart home automation, or lighting solutions, you enter into a legally binding service agreement. This agreement encompasses:
- Site assessment and feasibility study
- System design and engineering specifications
- Equipment procurement and delivery
- Professional installation services
- System testing and commissioning
- Post-installation support and maintenance
2. Payment Terms
Our payment structure is transparent and customer-friendly:
Payment Schedule
30% deposit upon contract signing, 40% before installation commencement, and 30% upon project completion and commissioning.
Financing Options
We offer flexible financing through partner banks with competitive interest rates and terms up to 60 months.
Refund Policy
Full refund available if project is cancelled within 7 days of contract signing, subject to deduction of actual costs incurred.
Invoice Terms
All invoices are due within 15 days of issuance. Late payments may incur additional charges as per UAE commercial law.
3. Installation Timeline
Standard residential installations typically complete within 5-7 working days. Commercial projects vary based on system size and complexity. Delays beyond our control (weather, permit approvals, utility coordination) may extend timelines.
4. Customer Obligations
- Provide accurate property information and documentation
- Ensure site access during agreed installation hours
- Obtain necessary approvals from property management or HOA
- Maintain clear working areas for installation team
- Secure required permits in coordination with our team
5. Limitation of Liability
Sharaf DG Energy's liability is limited to the contract value. We are not liable for indirect, consequential, or incidental damages. Our responsibility is limited to repair or replacement of defective equipment during the warranty period.
Privacy Policy
Your Privacy Matters. We are committed to protecting your personal information and respecting your privacy rights in accordance with UAE data protection regulations.
Information We Collect
We collect the following types of information:
- Personal Information: Name, email, phone number, address
- Property Information: Building type, roof specifications, electricity bills
- Technical Data: System performance, energy production, usage patterns
- Payment Information: Processed securely through encrypted channels
- Communication Records: Emails, chat logs, phone conversations
How We Use Your Information
Service Delivery
To design, install, and maintain your solar or smart home system according to your specific requirements.
System Monitoring
To monitor system performance and provide proactive maintenance alerts and energy reports.
Marketing
To send updates about new products and services (you can opt out anytime).
Legal Compliance
To comply with UAE regulations and maintain required documentation.
Data Security
We implement industry-standard security measures including SSL encryption, secure servers, regular security audits, and access controls. However, no system is 100% secure, and we cannot guarantee absolute data security.
Your Rights
- Access your personal data we hold
- Request correction of inaccurate data
- Request deletion of your data (subject to legal requirements)
- Opt out of marketing communications
- File a complaint with relevant authorities
Third-Party Sharing
We do not sell your personal information. We may share data with:
- Equipment manufacturers for warranty purposes
- Utility companies for grid connection
- Financial institutions for financing
- Government authorities as required by law
Warranty Terms
Industry-Leading Warranties. We stand behind our work with comprehensive warranties covering equipment, installation, and system performance.
Equipment Warranties
Solar Panels
25-year performance warranty guaranteeing minimum 80% efficiency after 25 years. 12-year product warranty covering manufacturing defects.
Inverters
10-year manufacturer warranty covering all components and labor. Extended warranties available up to 25 years.
Battery Storage
10-year warranty guaranteeing 70% capacity retention. Includes performance monitoring and replacement if below threshold.
Smart Home
5-year warranty on all automation equipment. Covers hardware defects and software updates.
Installation Warranty
We provide a 10-year workmanship warranty covering:
- Roof penetrations and waterproofing
- Electrical connections and wiring
- Mounting system and structural integrity
- Conduit installation and cable management
- System integration and commissioning
Performance Guarantee
For residential solar systems, we guarantee that your system will produce at least 90% of the estimated energy output in the first year. If performance falls below this threshold due to system defects, we will repair or compensate accordingly.
Warranty Exclusions
- Damage from natural disasters (hurricanes, earthquakes, floods)
- Unauthorized modifications or repairs
- Normal wear and tear beyond specified parameters
- Damage from external factors (tree falls, vandalism, accidents)
- Failure to maintain system as recommended
Claiming Your Warranty
To claim warranty service:
- Contact our support team within 30 days of discovering the issue
- Provide system details and description of the problem
- Allow our technicians to inspect and diagnose
- We will repair or replace at our discretion within 15 working days
Legal Compliance
Full Regulatory Compliance. All our installations meet or exceed UAE regulations and international standards.
UAE Regulations
- DEWA Regulations: All Dubai installations comply with Dubai Electricity and Water Authority requirements for Shams Dubai program
- ADDC/AADC Standards: Abu Dhabi installations meet Distribution Company specifications
- SEWA Compliance: Sharjah projects adhere to Sharjah Electricity and Water Authority guidelines
- Dubai Municipality: Building permits and structural approvals obtained
- Civil Defense: Fire and life safety requirements satisfied
International Standards
ISO Certifications
ISO 9001:2015 (Quality), ISO 14001:2015 (Environment), ISO 45001:2018 (Health & Safety)
IEC Standards
IEC 62446 (Installation), IEC 61730 (Panel Safety), IEC 60364 (Electrical Installations)
Safety Standards
OSHA compliance, fall protection, electrical safety protocols
Product Standards
CE marking, TÜV certification, UL listing
Consumer Protection
Your rights under UAE Consumer Protection Law include:
- Right to accurate product information
- Protection against misleading advertising
- Right to contract cancellation within cooling-off period
- Protection against unfair contract terms
- Right to dispute resolution through UAE courts
Insurance & Liability
We maintain comprehensive insurance coverage including:
- Professional indemnity insurance (AED 5 million)
- Public liability insurance (AED 10 million)
- Workmen's compensation insurance
- Product liability insurance
Dispute Resolution
In the event of a dispute:
- Step 1: Contact our customer service for informal resolution
- Step 2: Escalate to management for formal review
- Step 3: Mediation through Dubai International Arbitration Centre
- Step 4: Legal proceedings in Dubai Courts if necessary
All contracts are governed by UAE law and disputes are subject to the exclusive jurisdiction of Dubai Courts.