Customer Terms and Conditions of Use
Customer Terms and Conditions of Use
(Connecta Services — Customer Terms and Conditions)
1. Introduction and Legal Entity
Welcome to CONNECTA SERVICES platform and application. The application and its associated services are owned and operated by Connecta Services Establishment, a sole proprietorship registered and licensed in the United Arab Emirates.
Your use of the application, creation of an account, or requesting any service through it shall constitute an acknowledgment by you that you have read, understood, and agreed to be bound by these Terms and Conditions from the date of commencement of use, within the limits permitted by applicable laws and regulations.
2. Nature of Platform Operations
The Connecta Services platform operates as a service intermediary and commercial e-commerce intermediary. Its role is strictly limited to providing a technical environment and a smart application that connects the Customer with independent service providers, such as partner laundries, and with delivery representatives, to facilitate ordering and executing laundry, ironing, and garment transport services. Connecta does not directly provide laundry or ironing services; rather, it acts as a technical connection point between the service parties in accordance with the scope of its license.
3. Eligibility, Registration, and Account Terms
To use the application and request services, the user must be at least 18 years of age (or the legal age permitted by law to enter into relevant transactions) and legally competent to contract.
The user undertakes to provide true, accurate, and updated data, including full name, phone number, and contact details. The user shall be solely responsible for maintaining the confidentiality of their login credentials and account, and for all activities and transactions carried out through their account, unless resulting from fault or negligence on the part of Connecta.
It is strictly prohibited to create fake accounts, impersonate third parties, or use the application for illegal or fraudulent purposes or to cause harm to the platform, service providers, or other users. The user undertakes to notify Connecta immediately upon suspecting any loss of login credentials or account breach.
4. Prices, Fees, and Invoicing
Service prices and fees shall be determined in accordance with the details displayed in the application and in coordination with service providers. The Customer shall pay the total amount shown prior to order confirmation or according to the specified payment method, including delivery fees and legally applicable taxes.
Prices and fees shall be displayed clearly, and no unannounced or legally unearned additional fees may be imposed. Prices or fees may be modified for future orders, provided that such modification shall not affect an already confirmed order, except in cases permitted by law and with the Customer's consent where required.
5. Electronic Payment
The cost of services may be paid through the payment methods available in the application. Card data shall be processed through specialized payment service providers, and Connecta shall not store complete bank card details on its own servers where processing is conducted directly through the payment provider.
Confirmation of the payment transaction, or receipt of the order acceptance notification (depending on the system used), constitutes proof that the financial transaction is complete, subject to any refunds, chargebacks, or disputes handled under the rules applicable to the payment method.
6. Order Cancellation and Refund Policy
The Customer may request to cancel the order prior to the laundry's acceptance of the order through the communication channels available in the application. Cancellation shall be subject to Connecta's approval based on order status.
Once the laundry accepts the order and commences performance, the Customer may no longer cancel the order, and the order will not be cancelled and no refund issued except with the laundry's approval, without prejudice to the Customer's statutory rights under applicable laws and regulations.
In the event that cancellation is approved or the Customer is entitled to a refund pursuant to law or due to the inability to perform the service, the amount shall be refunded to the original payment method or through an approved legal mechanism. Refund processing shall be subject to the technical timelines determined by the relevant payment service provider or financial institution.
7. Service Execution and Service Provider Liability
Direct responsibility for the quality of laundry and ironing services, garment handling, and preservation—from the time of pickup until delivery—shall rest solely with the partner laundry that accepted the order and is designated in the order details or invoice, within the scope of its legal and contractual liability.
Connecta, in its capacity as a service intermediary, shall coordinate and follow up on service-related complaints and communicate with the service provider to verify the incident and take appropriate action, without such intervention implying that Connecta replaces the service provider in its legally established obligations.
8. Damage or Loss and Compensation
In the event of damage to or loss of any garment, the responsible service provider shall handle the claim and pay compensation in accordance with applicable laws, service terms, and approved policy. Connecta, as an intermediary, shall coordinate the investigation, gather information from involved parties, and follow up on the claim.
No provision in these Terms shall be construed as an exemption from any liability or a waiver of any consumer right that cannot be excluded or restricted by law.
9. Delivery Representatives' Liability
The delivery representative shall be responsible for pickup, transport, and delivery operations within the limits of the task assigned to them. Any complaint relating to delivery shall be handled through Connecta in coordination with the service provider or representative, as the case may be.
10. Customer Obligations and Prohibited Uses
The Customer undertakes to hand over garments and related information accurately and refrain from handing over any prohibited, dangerous, illegal, or unsuitable items for transport or washing. The Customer further undertakes not to misuse the application, provide misleading information, or submit vexatious or fraudulent claims.
11. Complaints and Dispute Resolution
The Customer may submit complaints regarding orders or services through the communication channels available in the application. Connecta shall review the complaint and coordinate with the service provider or representative as appropriate, without prejudice to the Customer's right to resort to competent legal authorities under the law.
12. Intellectual Property Rights
All intellectual property rights pertaining to the application, its design, software, trademarks, and content (excluding third-party content) are owned by or licensed to Connecta. No part thereof may be copied, modified, reproduced, distributed, or exploited without prior written consent, except within limits permitted by law.
13. Account Suspension and Termination
Connecta reserves the right to suspend, restrict, or terminate a user's account in the event of a material breach of these Terms, misuse of the application, fraudulent or unlawful activity, or security risk, taking into account the nature of the violation and the user's statutory rights. Immediate action may be taken when necessary to protect users, the platform, data, or to comply with the law.
14. Force Majeure and Outages Beyond Control
Connecta shall not be held liable for any delay or failure in performing any part of the service if such delay or failure results from circumstances beyond its reasonable control, including general telecommunications network failures, payment system outages, disasters, government decisions or measures, or other force majeure events, to the extent provided by law.
15. Data Protection and Privacy
The processing of personal data shall be subject to Connecta's Privacy and Personal Data Protection Policy, which constitutes an integral part of these Terms. The Customer acknowledges having reviewed said policy, without prejudice to their statutory rights under applicable laws.
16. Amendments to Terms
Connecta reserves the right to amend these Terms from time to time to keep pace with legal, technical, or service developments. Amended versions shall be published within the application and shall become effective on the date specified therein, respecting rights related to orders or transactions confirmed prior to the effective date of the amendment.
17. Notices and Communication
Notices concerning the service, account, or order shall be delivered through the application, SMS, email, or any other contact method provided by the Customer. Registered account contact details shall be deemed official for communication purposes unless updated.
18. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws and regulations in force in the United Arab Emirates. Competent courts in the United Arab Emirates shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, without prejudice to any mandatory jurisdiction or rights established for consumers by law.
19. Severability
If any provision of these Terms is held to be invalid or unenforceable, such invalidity or unenforceability shall not affect the validity or enforceability of the remaining provisions. The unenforceable provision shall be replaced, to the extent permitted by law, by an enforceable provision that achieves as closely as possible the intended legal and economic effect.
20. General Provisions
These Terms, together with the order details, Privacy Policy, and any announced special terms for an order or service, constitute the entire contractual framework governing the use of the application and receipt of services, to the extent that they do not conflict with mandatory laws, regulations, and consumer rights.