Terms of Service | DSH Dubai Smart Home

Provider: Dubai Smart Home (DSH), the trading name of Dubai Smart Home LLC, a mainland Dubai limited liability company (majority owned by NasrCapital FZE LLC), registered office at One Central, 8th and 9th Floor, Trade Centre 2, Dubai, United Arab Emirates.

The Terms are drafted to comply with, and should be read together with, the following primary instruments of UAE law:

Federal Decree-Law No. 32 of 2021 on Commercial Companies (which governs DSH's legal capacity to contract).
Federal Law No. 5 of 1985 (the UAE Civil Code), which governs contract formation, performance, breach and remedies.
Federal Decree-Law No. 15 of 2020 on Consumer Protection (which superseded Federal Law No. 24 of 2006), and Cabinet Resolution No. 66 of 2023 implementing it.
Federal Decree-Law No. 14 of 2023 on Electronic Transactions and Trust Services (which makes e-signatures legally binding).
Federal Decree-Law No. 8 of 2017 on Value Added Tax, as amended by Federal Decree-Law No. 18 of 2022 (the standard UAE VAT rate is 5%).

By signing a quote, paying a deposit, electronically accepting a Statement of Work, or otherwise instructing DSH to begin work, the Customer accepts these Terms in full.

1. Definitions

In these Terms the following words have the following meanings.

"Acceptance" means the date on which the Customer signs the handover snag-list as cleared, or the date 14 calendar days after Practical Completion if the Customer fails to raise a written snag, whichever is earlier.

"Compound NOC" means the No-Objection Certificate or developer-approval letter issued by the relevant master community (Emaar, Damac, Meraas, My Nakheel, Trakhees, Al Barari, Sobha, MBR City, or another developer of the same kind) confirming that the design and the works on Site are permitted under the community by-laws.

"Customer" means the natural or juridical person named on the Statement of Work and who pays for the Services.

"Documentation" means the as-built drawings, programming files, network diagrams, device inventories and handover folder that DSH delivers on or after Acceptance.

"Effective Date" means the date the first deposit is received in cleared funds, or the date the Customer e-signs the Statement of Work, whichever is earlier.

"Hardware" means any third-party product supplied by DSH including but not limited to lighting controls (Lutron HomeWorks QSX, RadioRA 3, Ketra D3), security and access (Hikvision, Axis, Avigilon, Salto, Aperio), audio and cinema (JVC, Trinnov, Marantz, Kaleidescape), networking (Ubiquiti UniFi, Ruckus, Cisco), voice and AI appliances, pool plant (Pentair, Hayward), solar and storage (SolarEdge, Tesla Powerwall 3), and wellness systems (Klafs, Zehnder).

"Regulatory Approval" means any permit, type-approval or licence from Dubai Civil Defence (DCD FLSCOP), Dubai Electricity and Water Authority (DEWA r-EVS), the Telecommunications and Digital Government Regulatory Authority (TDRA Type Approval), the Ministry of Industry and Advanced Technology (MOIAT ECAS), or any other UAE government body whose approval is required for the Services.

"Services" means the design, supply, installation, commissioning, calibration, training, handover, day-30 return tune, and (where contracted) ongoing remote monitoring and management ("RMM") that DSH performs for the Customer.

"Site" means the villa or premises in the UAE at which the Services are performed.

"Software" means firmware, configuration, and programming written by DSH or by third-party manufacturers and licensed to the Customer for use only on the installed Hardware.

"SOW" or "Statement of Work" means the project-specific scope, schedule, deliverables and price schedule signed by both parties.

"Subprocessors" means approved third parties that DSH engages to perform part of the Services, including civil contractors, scaffolding providers, fire-rated joinery specialists, and cloud platform vendors.

"Termination" means the ending of the SOW or the Terms in accordance with clause 20.

"Third-Party Manufacturer Warranty" means the warranty offered by the original manufacturer of any Hardware, which DSH passes through to the Customer.

2. Acceptance of these Terms

Acceptance occurs in any of the following ways and each is binding on the Customer.

(a) The Customer signs a printed quotation or SOW.

(b) The Customer pays the deposit invoice in part or in full.

(c) The Customer e-signs an SOW or quotation by any electronic means accepted under Federal Decree-Law No. 14 of 2023 (e-signature, click-wrap, scanned signature, or signature platform such as DocuSign, Adobe Sign or similar).

(d) The Customer instructs DSH in writing (including by email or messaging app) to commence design, procurement or works.

Once accepted, these Terms apply to the SOW, to all change orders relating to the SOW, and to any further Services that DSH delivers to the Customer until a fresh MSA is signed.

3. Scope of Services

DSH provides residential smart-home Services in the following standard package, which may be tailored in the SOW.

(a) Design package, including system architecture, equipment schedule, power and load calculations, network design, riser and conduit drawings, and a single-line diagram.

(b) Supply of Hardware and licensed Software as listed in the SOW.

(c) Installation, including first fix (cabling, conduit, back-boxes), second fix (devices, keypads, speakers, racks), and third fix (programming, calibration).

(d) Commissioning and calibration, including Lutron tuning, Ketra circadian seeding, projector colour calibration, audio room correction, and network performance baselining.

(e) Training of the Customer and household staff, with a written quick-start guide.

(f) Handover folder containing as-built drawings, network credentials in a sealed envelope, manufacturer warranty cards, and the Documentation.

(g) Day-30 return tune (one free site visit within 30 days of Acceptance to fine-tune scenes, fix snag items, and refresh training).

(h) Optional ongoing RMM monitoring and maintenance under a separate Service Level Agreement (see clause 13).

DSH is a Dubai DED-registered residential smart-home installer and only provides Services in the scope above. Any work outside this scope (for example bulk MEP design, structural engineering, or mass-market commercial installations) is not provided unless expressly added by SOW.

4. Statements of Work

Each project is governed by its own SOW. Where there is a conflict between an SOW and these Terms, the SOW prevails for that project only. An SOW is only binding once signed (including e-signed) by both parties or once the Customer pays the deposit invoice referenced in the SOW.

An SOW will set out at least:

project description and Site address;
scope, deliverables and acceptance criteria;
equipment schedule;
price, payment milestones and VAT treatment;
programme and key dates;
assumptions and exclusions;
authorised representatives of each party.

5. Customer Obligations

The Customer agrees to:

(a) provide DSH and its Subprocessors safe and timely access to the Site during agreed working hours, including parking and lift access where required;

(b) provide adequate temporary water and power for site fit-out at no cost to DSH;

(d) make available a decision-maker (the Customer or a written delegate) to respond to design and finishing queries within 2 business days;

(e) sign and return developer, community and government paperwork (NOC forms, tenancy letters, Ejari, Emirates ID copies) within 5 business days of DSH's request;

(f) keep the Site reasonably weather-tight and secure during the works so that delivered Hardware is not damaged or stolen;

(g) refrain from instructing other contractors to alter, energise or interfere with DSH's installed cabling or devices without DSH's written consent.

If the Customer fails to meet an obligation in this clause and the failure causes delay, DSH may charge stand-down time at the rate stated in the SOW or, if not stated, at the standard engineer rate quoted in writing.

6. Pricing, Currency and VAT

All quotations are in United Arab Emirates Dirhams (AED) only. The price ladder published on the DSH website (AED 18,000 to AED 3,000,000 depending on service and tier) is indicative; binding pricing is set in the SOW.

VAT at the prevailing UAE rate (currently 5% under Federal Decree-Law No. 8 of 2017 as amended) is shown separately on every invoice. Each SOW will state whether figures are quoted as VAT-inclusive or VAT-exclusive, and the default is VAT-exclusive unless the SOW says otherwise.

Etisalat, du and other retail Internet service-provider charges (line installation, monthly subscription, static IP, fibre upgrade) are billed by the carrier directly to the Customer and are not included in DSH's price unless the SOW says so.

Government, Civil Defence, DEWA, TDRA, MOIAT and developer-NOC fees that DSH pays on the Customer's behalf are passed through at cost and listed line-by-line on the relevant invoice.

7. Payment Terms

The default payment schedule for installation projects is:

50% deposit on order (payable on or before procurement);
30% on delivery of Hardware to Site;
15% on commissioning;
5% retention released on the day-30 return tune.

The SOW may vary this schedule. All amounts are payable to the bank account named on the DSH invoice, in AED, within 7 calendar days of invoice date unless the SOW says otherwise.

If the Customer fails to pay an undisputed invoice on time, DSH may:

(a) charge late-payment interest at 2% per calendar month on the overdue amount (subject to the limits permitted by UAE law);

(b) suspend further work, deliveries and warranty support until the account is brought current;

The Customer must not withhold payment of an undisputed amount as set-off against any other claim.

8. Change Orders

Any change to scope, equipment, finish, price or programme must be confirmed by a written change order signed (including e-signed) by both parties. A change order may re-price the affected work, extend the programme, and reset payment milestones for that work. DSH is not obliged to start work covered by an unsigned change order.

9. Title, Risk, Intellectual Property and Software Licences

Title in supplied Hardware passes to the Customer on full payment of the Hardware milestones. Until title passes, the Customer holds the Hardware as bailee and at the Customer's risk from the time it is delivered to the Site.

Risk in Hardware passes to the Customer on delivery to Site or to any storage location nominated by the Customer.

Manufacturer end-user licence agreements ("EULAs") for Software (Lutron, Crestron, Control4, Kaleidescape, Josh.ai, Tesla, SolarEdge, and others) flow through to the Customer on the terms set by the manufacturer. The Customer is bound by those EULAs from the moment the Software is activated.

DSH proprietary design output (drawings, programming logic, room scenes, calibration files, automation flows that DSH creates) remains the intellectual property of DSH. The Customer is granted a perpetual, non-exclusive, royalty-free licence to use those materials at the Site for the lifetime of the installed system. DSH may re-use generic patterns, libraries and know-how on other projects without restriction.

The Customer must not reverse-engineer, decompile, copy or transfer the proprietary materials to third parties without DSH's prior written consent.

10. Regulatory Approvals

DSH files the following approvals on the Customer's behalf and at the Customer's cost (which is shown on the SOW or invoiced as a pass-through):

Dubai Civil Defence Fire and Life Safety Code of Practice ("FLSCOP") submissions where the works affect detection, suppression, fire-rated cabling or evacuation circuits;
DEWA renewable Energy Verification Submission ("r-EVS") for solar photovoltaic and battery storage works;
TDRA Type Approval certification for any radio-frequency device that requires it;
MOIAT ECAS conformity for relevant electrical products;
Developer or master-community NOC (Emaar, Damac, Meraas, My Nakheel, Trakhees, Al Barari, Sobha, MBR City, and similar bodies).

DSH cannot guarantee that any regulator or developer will approve a given design. Where a regulator or developer rejects a submission for reasons outside DSH's reasonable control (for example, a community by-law update, a setback rule, a cabinet-colour rule, or a load-cap update), the matter is treated as a Force Majeure event under clause 17 and the Customer agrees to pay for re-design, re-submission and any re-procurement that follows.

11. Acceptance Procedure

On Practical Completion, DSH and the Customer (or the Customer's representative) walk the Site together and produce a written snag list. DSH will close snag items within the period agreed in the SOW or, if no period is agreed, within 30 calendar days, and the Customer will then sign off Acceptance.

If the Customer does not raise a written snag within 14 calendar days of Practical Completion, the system is deemed accepted and the warranty period under clause 12 starts to run.

12. Defects and Warranty

DSH warrants its workmanship for 24 months from Acceptance and passes through manufacturer Hardware warranties for their respective terms. Full warranty terms (covered items, exclusions, claim procedure) are set out at /legal/warranty and are incorporated into these Terms by reference.

Nothing in this clause limits the Customer's statutory rights as a consumer under Federal Decree-Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023.

13. Service-Level Commitments

Where the Customer subscribes to ongoing RMM monitoring or a maintenance plan, the Service Level Agreement at /legal/sla applies and is incorporated by reference. The SLA sets out tier definitions (Bronze, Silver, Gold, Platinum), severity classifications, response and resolution targets, and service credits.

14. Subcontractors and Subprocessors

DSH may engage approved Subprocessors to perform discrete elements of the Services, including civil works, scaffolding, fire-rated joinery, network cabling crews, projector lift fabrication and cloud platform hosting. DSH remains responsible to the Customer for the acts and omissions of its Subprocessors as if they were DSH's own.

DSH will not transfer the prime contracting relationship to a third party without the Customer's prior written consent, except as part of a corporate reorganisation under clause 22.

15. Confidentiality

Each party will keep confidential the non-public information of the other (including the SOW, pricing, drawings, network credentials, security camera positions, alarm codes, family names, household routines, and any data observed during the Services) and use it only to perform or receive the Services.

The duty of confidence survives Termination for 5 years and applies indefinitely to information that is by its nature security-sensitive (such as alarm codes, security floor-plans and key safe combinations).

The duty does not apply to information that is in the public domain through no breach by the receiving party, or that the receiving party is required to disclose by UAE law or by a court of competent jurisdiction.

16. Data Protection

DSH processes Customer personal data (names, contact details, ID copies, household photos, security footage, voice profiles, and similar) in accordance with the DSH Privacy Policy at /legal/privacy-policy and, where CCTV or networked cameras are involved, the CCTV and Surveillance Notice at /legal/cctv-and-surveillance. Both documents are incorporated by reference. The Customer warrants that it has obtained the consents required to authorise processing of personal data of household members and guests.

17. Force Majeure

Neither party is liable for delay or non-performance caused by an event outside its reasonable control, including:

extreme summer heat or 50 degrees Celsius logistics restrictions that affect manufacturer shipments;
Shamal sandstorms, severe rainfall events or flooding on Site;
regulatory rule changes by DCD, DEWA, TDRA, MOIAT or a master community;
supply-chain customs holds at Jebel Ali, DXB or any other port;
pandemic, epidemic or government lockdown;
war, civil unrest, or sabotage;
failure of telecoms, power or internet infrastructure not within the affected party's control.

The affected party will notify the other in writing as soon as reasonably practicable and use reasonable efforts to mitigate. If the event continues for more than 90 calendar days, either party may terminate the SOW without liability for the delay (but with payment due for work performed up to the date of termination).

18. Limitation of Liability

To the maximum extent permitted by UAE law:

(a) DSH's total aggregate liability under or in connection with the SOW and these Terms (whether in contract, tort, breach of statutory duty or otherwise) is capped at 100% of the fees paid by the Customer to DSH under the relevant SOW in the 12 months preceding the event giving rise to the claim;

(b) neither party is liable for indirect, consequential, special, exemplary or punitive damages, loss of profit, loss of revenue, loss of business opportunity, loss of data (other than restoration cost), or pure economic loss; and

(c) nothing in these Terms limits liability that cannot be limited or excluded by UAE law, including liability for personal injury or death caused by negligence, fraud, or fraudulent misrepresentation, and the consumer's non-waivable rights under Federal Decree-Law No. 15 of 2020.

19. Indemnities

The Customer indemnifies DSH against third-party claims arising from:

(a) the Customer's instruction to install or use Hardware in a way that is contrary to manufacturer guidance or to UAE law;

(b) the Customer's failure to obtain consents from household members, tenants or guests for surveillance or data capture; and

DSH indemnifies the Customer against third-party claims that DSH's proprietary design pack infringes any UAE-registered intellectual property right, provided that the Customer notifies DSH promptly of the claim, gives DSH conduct of the defence, and does not settle without DSH's consent.

20. Termination

The Customer may cancel a project before, during or after deposit, subject to the Refund and Cancellation Policy at /legal/refund-cancellation, which is incorporated by reference and which sets out the cooling-off and pro-rata cancellation rules under Federal Decree-Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023.

DSH may terminate the SOW for cause if the Customer:

(a) fails to pay an undisputed invoice within 30 calendar days of its due date and does not cure within a further 7 days of written notice;

(b) commits a material breach of these Terms and does not cure it within 14 calendar days of written notice;

Either party may terminate by mutual written agreement.

On Termination:

(i) the Customer pays for all Services performed and Hardware procured up to the effective date of Termination, plus any non-cancellable supplier commitments;

(ii) DSH delivers the Documentation produced to date;

(iii) accrued rights, confidentiality, IP, limitation of liability and dispute resolution clauses survive.

21. Notices

Formal notices must be in writing and sent by:

email to support@dubaismarthome.ae with read receipt requested; and
registered post or courier to the registered office of the addressee.

A notice is deemed received on the next business day after dispatch by email and on the third business day after dispatch by registered post or courier.

Routine project communications may be by email, WhatsApp or in-app messaging.

22. Assignment

The Customer may not assign or novate the SOW or these Terms without DSH's prior written consent.

DSH may assign or novate to a successor entity in connection with a corporate reorganisation, sale of business, or DED licence transfer, provided the successor agrees in writing to be bound by these Terms.

23. Governing Law and Jurisdiction

These Terms and any non-contractual obligations arising out of them are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai.

The parties submit to the exclusive jurisdiction of the Dubai Courts. The parties may, by mutual written election in the SOW or by separate signed agreement, refer a dispute to the courts of the Dubai International Financial Centre (DIFC Courts) under the opt-in jurisdiction available to UAE on-shore parties.

Before issuing proceedings, the parties will use good-faith efforts to resolve any dispute through senior-level discussion within 30 calendar days, and (where the Customer is a consumer) through the consumer-rights mediation channel of the Dubai Department of Economic Development under Federal Decree-Law No. 15 of 2020.

24. Severability

If any provision of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, that provision is severed and the remaining provisions continue in full force. The parties will replace the severed provision with a valid one that achieves the same commercial intent as closely as possible.

25. Entire Agreement

These Terms, together with the relevant SOW, the warranty page, the SLA page, the privacy policy, the CCTV notice, and the refund and cancellation page, form the entire agreement between the parties on the subject matter and replace any prior representation, proposal or understanding (other than fraud or fraudulent misrepresentation).

26. Last Updated

These Terms were last updated on 22 June 2026. DSH may update them from time to time and will publish the updated version at /legal/terms-of-service. Material changes that affect a live SOW will be notified to the Customer in writing at least 30 calendar days before they take effect; the version of the Terms in force at the Effective Date of an SOW continues to govern that SOW unless the parties agree otherwise in writing.

For questions on these Terms, contact support@dubaismarthome.ae.