Terms and Conditions 2026.04 — v2026.04

Effective 2026-04-17

These Terms and Conditions (“Terms”) apply to all quotations, sales, deliveries, and installations carried out by The Shading Oasis Pergola Installation LLC (“the Company”). By signing a quotation, approving an order, or making any payment, the Customer agrees to these Terms.

1. Payment

1.1 All prices are stated in AED unless agreed otherwise in writing.

1.2 Accepted payment methods include cash, cheque, bank transfer, payment link, and Visa/MasterCard.

1.3 The maximum credit card transaction amount is AED 10,000. A surcharge of 3.1% applies to transactions above this limit.

1.4 Cheques require 3–5 working days to clear.

1.5 Full prepayment is required for all custom-made products and installation orders.

1.6 All goods remain the property of The Shading Oasis Pergola Installation LLC until full payment has been received.

2. Delivery & Installation

2.1 Delivery dates are estimates only and may vary due to workload, seasonality, supplier lead times, weather, or access limitations.

2.2 Free delivery applies within Dubai, Sharjah, and Abu Dhabi city limits for orders above AED 1,000.

2.3 Deliveries to upper floors require a functional service elevator.

2.4 The Customer is responsible for confirming all measurements and ensuring site readiness. During the technical site visit, the Company may mark proposed installation points (e.g., awning locations) for Customer approval. Installation will proceed based on the approved markings; any changes requested thereafter may result in additional fees or delays.

2.5 Re-delivery charges apply if delivery cannot be completed due to customer unavailability, access issues, or incomplete site readiness.

2.6 Installation includes one standard installation visit unless stated otherwise. If the planned works span multiple days, this is still considered a single visit. Additional visits resulting from building management restrictions, customer rescheduling, or lack of access may be chargeable.

2.7 Same-day or express delivery may be arranged through third-party couriers, subject to availability, and will incur additional charges.

2.8 Installation must be scheduled within 30 days of order readiness. Delays beyond this period may incur storage or re-delivery fees.

2.9 The Company’s standard working hours are 8:00 AM to 6:00 PM, Monday to Saturday. Deliveries or installations requested outside these hours fall outside standard service limits and may be provided at the Customer’s request, subject to additional charges.

2.10 The Customer must ensure that delivery is possible at a location with suitable vehicle access in close proximity to the installation site. Deliveries requiring excessive carrying distance, restricted pathways, or difficult access conditions fall outside standard service limits and may be refused or subject to additional charges.

3. Return & Refund Policy

3.1 Standard Products

3.1.1 Standard products may be returned within 7 days if unused and in original packaging.

3.1.2 A 10% restocking fee applies.

3.1.3 Delivery, installation, and bank charges are non-refundable.

3.1.4 Promotional and sale items are non-returnable.

3.2 Custom-Made & Bespoke Products

3.2.1 Custom-made shading solutions (including awnings, pergolas, shade sails, blinds, and canopies) cannot be exchanged or refunded once produced or dispatched.

3.2.2 Once customer approval and payment are received, the order becomes final.

3.2.3 Cancellations or refunds will not be considered due to delays caused by weather, permits, supplier timelines, access issues, or site readiness problems.

3.2.4 Customer-approved measurements, drawings, colours, and designs are final.

3.2.5 Any modifications requested after production or installation will be treated as new orders.

3.2.6 Variations in fabric colour, tone, texture, or finish are normal and not considered defects.

3.2.7 Products with verified manufacturing defects will be repaired or replaced in accordance with warranty terms. Refunds do not apply.

4. Cancellation Policy

4.1 Standard product cancellations are eligible for a Credit Note, less a 10% fee. Credit Notes are valid for 365 days from the date of issue.

4.2 Custom-made orders cannot be cancelled once production has commenced.

5. Product Specifications

5.1 Fabric colours may vary, and fading over time is normal. Fold marks or creases arising during cutting or sewing are inherent to acrylic solution-dyed fabrics and are not considered defects.

5.2 Minor dimensional variations may occur due to manufacturing tolerances.

5.3 Images are illustrative; product descriptions and specifications take precedence.

5.4 Digital proofs, mock-ups, and artwork previews are indicative only. Variations in printed colour, sharpness, or appearance due to fabric texture, lighting, or production processes are normal and not grounds for replacement or refund.

5.5 The amount of shade or cooling achieved depends on sun direction, time of day, season, and installation environment. Shade performance is not guaranteed and is not considered a defect.

6. Warranty

6.1 Products manufactured by The Company (including pergolas) are covered for defects in materials or workmanship under normal use for a minimum of one year. Any extended warranty must be explicitly stated in the quotation.

6.2 Products supplied from other brands (e.g., Glatz, Llaza, Somfy, Sauleda) are subject exclusively to the manufacturer’s warranty terms. Copies are available upon request.

6.3 The Company will assist with warranty claims; however, repair or replacement decisions are made in accordance with the manufacturer’s terms.

6.4 Warranty exclusions include misuse, weather damage, improper operation, unauthorised modifications, and inadequate maintenance.

6.5 Repairs are subject to spare part availability.

6.6 Labour and transportation may be chargeable unless specifically included in the quotation.

6.7 The Company is not liable for indirect or consequential losses, including loss of use, delays, or additional costs arising from product failure or repair.

7. Product Use

7.1 Products must be operated and maintained strictly in accordance with the instructions provided by the Company or the manufacturer. Failure to comply may void the warranty.

7.2 The Company is not liable for weather-related damage including wind, rain, storms, or other adverse conditions.

7.3 Awnings and canopies must not be left extended during rain. Water pooling, sagging, or damage caused by improper operation or weather are not covered under warranty.

8. Site Preparation & Structural Conditions

8.1 The Customer must ensure clear, safe, and unrestricted access to the installation area.

8.2 The Company will carry out basic electrical works such as surface-mounted trunking (up to 5m unless stated otherwise) and cabling. Trunking painting is excluded. The Company does not perform concealed wiring, chiselling, plastering, or channel cutting. A functional power source must be available on site.

8.3 If access is restricted or the site is not ready, the appointment will be rescheduled to the next available slot. Priority scheduling cannot be guaranteed and additional charges may apply.

8.4 Only basic visual checks can be performed; internal wall or substrate conditions cannot be determined prior to drilling.

8.5 The Company is not responsible for hidden or unknown structural conditions, including but not limited to:

 8.5.1 weak plaster or deteriorated surfaces

 8.5.2 hollow block, gypsum, or non-load-bearing walls

 8.5.3 concealed electrical, plumbing, or mechanical conduits

 8.5.4 insufficient reinforcement or anchoring points

8.6 If such conditions are discovered, work will be paused for safety and resumed only after the Customer completes necessary remedial works.

8.7 Additional materials or works required to achieve a safe installation (e.g., steel plates, reinforcement, chemical anchors, extended labour) will be chargeable.

8.8 Delays arising from structural issues or customer-arranged remedial works do not entitle the Customer to refunds, cancellation, or compensation.

8.9 Installation may require drilling into walls, beams, or ceilings to locate structurally sound fixing points.

8.10 If initial drilling reveals hollow areas, weak substrates, or conduits, the resulting openings (typically 10–20 cm) are part of the assessment process.

8.11 The Company will patch small openings (up to approx. 20 × 20 cm). Repainting, plaster finishing, and decorative repairs are excluded.

8.12 Installation will be rescheduled once remedial works are completed.

8.13 Additional charges may apply for repositioning, extended drilling, or alternative fixing methods.

8.14 While reasonable care is taken, minor accidental damage to tiles, paint, or surface finishes may occur. The Company’s liability is limited to basic patching only and excludes full replacement or colour matching.

8.15 The Company is not liable for pre-existing damage or wear. Claims must include evidence demonstrating that damage occurred during installation.

8.16 Any special access equipment (e.g., scaffolding, boom lifts) required due to height or site conditions is chargeable unless otherwise included in the quotation.

8.17 For motorised products, the Customer is responsible for ensuring a stable, regulated electrical supply to all motor connection points. The Company accepts no liability for motor or component failure caused by power surges, voltage spikes, grid transients, or inadequate electrical infrastructure. The Company does not install surge protection devices; customers are advised to ensure appropriate protection is in place prior to commissioning.

9. Governing Law

9.1 These Terms are governed by the laws of the United Arab Emirates.

9.2 Any disputes shall fall under the exclusive jurisdiction of the Dubai Courts.

10. Website Transactions & Online Payments

10.1 The Shading Oasis Pergola Installation LLC is a UAE-based business and operates under UAE laws.

10.2 All online purchases are governed by UAE law and the jurisdiction of the Dubai Courts.

10.3 Minors under 18 may not register, purchase, or use this website.

10.4 All website prices are in AED unless otherwise stated.

10.5 Visa and MasterCard credit/debit card payments are accepted.

10.6 The cardholder must retain copies of all transaction records, invoices, and merchant policies.

10.7 Multiple transactions may result in multiple postings to the cardholder’s account.

10.8 The Customer is responsible for ensuring the accuracy of billing information provided.

10.9 Payments are processed securely via HTTPS using an approved payment gateway provider.

10.10 Refunds (where applicable) are processed to the original mode of payment only.

10.11 Website purchases are subject to all Terms outlined herein.

11. Acceptance

11.1 By signing a quotation, approving an order, or making payment, the Customer confirms acceptance of these Terms and Conditions in full.