About these terms
These terms apply when you use alhareef.ae or the ALHareef mobile app, create an account, book a service, or buy a product from us. "ALHareef", "we" and "us" mean ALHareef Auto Maintenance L.L.C., Al-Manara, Al-Safa Street, Exit 39, Dubai, UAE. "You" means the person using the website or app, or placing the order.
By creating an account or placing an order, you agree to these terms. If you do not agree, please do not use the website or app to place orders.
How we handle your personal information is explained in our privacy policy at https://alhareef.ae/privacy. How cancellations and refunds work is explained at https://alhareef.ae/refunds. Both form part of these terms.
What we offer
ALHareef provides:
- mobile car services at your home, office or parking bay, including tyres, batteries, scheduled maintenance, air conditioning, washing, detailing and inspections
- roadside assistance, such as help with a flat tyre, a dead battery, running out of fuel, being locked out, or arranging a tow
- car products from our online shop, such as batteries, tyres, oils and care products
- service at our workshop branches
We work in Dubai and Sharjah. Requests from neighbouring emirates are considered case by case; call 800 349 48 and we will tell you whether we can reach you.
Most work is done on site. Heavy mechanical work and bodywork is done at our workshop, and in those cases we collect the car and return it to you.
Your account
One customer account works on both the website and the ALHareef app. You sign in with your mobile number.
- An account is for one person. Please do not create accounts for others without their permission, or hold more than one account.
- Keep your sign-in details, including any password you set, private. You are responsible for orders placed through your account.
- Keep your details, such as your phone number, cars and addresses, accurate and up to date.
- Tell us straight away at support@alhareef.ae or on 800 349 48 if you think someone else has used your account.
We may suspend or close an account that is used for fraudulent or abusive orders, for misusing offers, or otherwise in breach of these terms.
Booking a service or placing an order
To place an order, you choose the services or products you want, the car, a time, an address in our service area, and how you will pay, and then confirm the order.
For the time, you can choose "as soon as possible" or a slot within the booking window shown on the website or app. ALHareef sets the bookable hours and how many days ahead you can book.
Once you confirm, the order goes to our dispatch team, who confirm it and assign a technician. Please note:
- An order is a request until we confirm it. We may decline or be unable to accept an order, for example if the address is outside our service area or no technician is available at the requested time. If that happens, we will contact you.
- Times are targets, not guarantees. We aim to arrive at the time you chose, but traffic, emergencies and earlier jobs can cause delays. Your order page shows its progress, and the technician's name and phone number once one is assigned.
- You can add notes for the technician when ordering. Please mention anything that affects the job, such as the problem you have noticed or how to access the car.
You can also book through the ALHareef app or by calling our dispatch team on 800 349 48. These terms apply to those orders too.
Prices and offers
Prices are shown in UAE dirhams (AED). The total shown at checkout is the amount of your order.
Some prices depend on the vehicle. For example, the price of a battery depends on the car it is fitted to. Where this is the case, the technician confirms the price with you. Our commitment is that you approve the price before any work starts, and nothing is added on site without your agreement. If the technician finds that your car needs extra or different work, or a different part, we will explain it and tell you the price first. You decide whether to go ahead.
Offer and promo codes have their own conditions. These can include validity dates, a minimum order amount, a maximum discount, a limit on how many times each customer can use the offer, and the services or products the offer applies to. Codes are checked when the order is placed. A code that does not meet its conditions will not be applied.
Payment
You can pay:
- by card online, on the secure payment page of our payment provider, Network International (N-Genius). Card payments are taken when the order is placed. We do not see or store your full card details.
- by card or cash to the technician when the job is done.
We send a digital invoice when the work is finished.
Cancellations and refunds
You can cancel an order online while it is still waiting to be accepted and nothing has been paid. In any other case, please contact us on 800 349 48 or at support@alhareef.ae.
The full rules on cancellations, changes and refunds are on our cancellations and refunds page at https://alhareef.ae/refunds.
What we need from you
So that we can do the work safely and on time, please:
- give accurate details of your car (make, model and plate number) and the address where it is parked
- make sure the car is accessible at the agreed time, with a safe place to work
- be reachable on the phone number on your account, so the technician can find you
- provide the car keys if the job needs them, or have someone available who can
- make sure you are entitled to have the work done on the car
Our technicians may not be able to work where the car is parked illegally, where it is unsafe to work, or where access is not possible. If the work cannot go ahead for any of these reasons, we will contact you to arrange what happens next.
Products from our shop
Products from our online shop are fitted or delivered by ALHareef as part of an order. Product information, including specifications and warranty details, is shown on each product's page where available. We use OEM parts or an approved equivalent.
If a product you ordered is not suitable for your car, or is unavailable, we will contact you before going ahead.
Our guarantee and warranties
Workmanship guarantee. Our labour is covered by a 6-month workmanship guarantee on every job. If a problem comes back because of the way we did the work, contact us within that period and we will put it right.
Parts. Parts and products carry the manufacturer's warranty. The length and conditions of that warranty are set by the manufacturer and vary from product to product.
To use the guarantee or a warranty, contact us on 800 349 48 or at support@alhareef.ae with your order details.
Our responsibility to you
We are responsible for the work we do and the parts we supply. Our technicians are trade-certified and covered by liability insurance, and we follow manufacturer service procedures.
We are not responsible for:
- faults that existed before our work, or that are unrelated to the service we carried out
- problems caused by inaccurate information given to us about the car or its location
- delays or failures caused by events outside our reasonable control, such as severe weather, road closures or emergencies
Nothing in these terms limits or excludes any liability that cannot be limited or excluded under the laws of the United Arab Emirates, or takes away any rights you have under UAE consumer protection law.
Using the website and app
Please use the website and app only for lawful purposes. You must not:
- place false, fraudulent or test orders
- misuse offers or promo codes, for example by creating several accounts
- try to access parts of the website, app or systems that you are not authorised to use, or interfere with how they work
- copy or reuse the content, logos or images on the website or app without our permission
The ALHareef name, logo and the content of the website and app belong to ALHareef or are used with permission.
We work to keep the website and app available and accurate, but they may sometimes be unavailable for maintenance or for reasons outside our control. If you cannot book online, you can always call 800 349 48.
Changes to these terms
We may update these terms from time to time, for example when our services or the law change. The updated terms will be published on this page with a new date. The terms that apply to an order are the ones published when the order was placed.
Governing law
These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have jurisdiction over any dispute arising from them.
If something goes wrong, please contact us first. Most issues can be sorted out quickly.
Contact us
ALHareef Auto Maintenance L.L.C.
Al-Manara, Al-Safa Street, Exit 39, Dubai, UAE
Email: support@alhareef.ae
Hotline: 800 349 48