Policies

Welcome to Fabrio

These Terms govern the use of the Fabrio application and the services made available through it. Creating an account or placing an order via the application constitutes acceptance of these Terms and associated service policies, in accordance with the applicable laws of the United Arab Emirates.

1. Fabrio Services

Fabrio provides the services offered and displayed within the application in accordance with the prices, coverage areas, and operating hours approved at the time of order placement. Fabrio may add, modify, or discontinue any service or feature based on operational requirements, while honoring accepted orders and the established rights of customers under the law.

2. User Account

The user agrees to provide accurate and up-to-date information when creating an account or placing an order, including phone number, address, and any details necessary for service execution. The user assumes responsibility for maintaining the security of their account and verification credentials and must notify Fabrio immediately upon suspecting unauthorized use. Using another person's account without permission, or creating an account using false or misleading information, is strictly prohibited.

3. Orders

The customer submits service requests through the application according to the available options. Execution of the order is subject to service availability, feasibility, and coverage range. Fabrio may contact the customer to verify order details or to obtain necessary information or instructions for execution.

4. Pricing and Payment

Prices and fees displayed to the customer in the application apply based on the requested service. If an order requires a different service or additional costs after receipt that were not apparent at the time of placement, the customer will be notified and their consent obtained—where required—prior to incurring additional charges. Payments are processed via the methods available in the application and may be handled by third-party payment service providers as outlined in the Privacy Policy.

5. Pickup and Delivery

The customer agrees to provide accurate address and contact details and to ensure that they or an authorized representative are available at pickup and delivery times. Estimated pickup and delivery times are subject to operational, traffic, and other external factors that may impact order fulfillment. If delivery cannot be completed due to reasons attributable to the customer, delivery may be rescheduled, and any applicable additional fees communicated to the customer in accordance with the law will be charged. Unavailability or failure to respond by the customer does not constitute a cancellation of services already performed.

6. Customer Obligations

The customer undertakes to provide correct instructions and information required for service delivery and to clear any items, garments, or property handed over to Fabrio of money, jewelry, documents, keys, devices, and other personal belongings. The customer also agrees not to hand over any prohibited or illegal materials, or anything that may pose a hazard to persons, property, or the service execution process. Matters relating to property condition, loss, or damage are subject to Fabrio's approved policies.

7. Order Cancellation or Modification

Requests to cancel or modify an order must be submitted by contacting Fabrio via the contact number provided on the order page within the application. The feasibility of cancellation or modification—and any resulting implications—depends on the stage of the order at the time the request is registered with Fabrio, pursuant to the Order Cancellation and Modification Policy.

8. Service Quality and Complaints

Feedback and complaints regarding service quality are addressed in accordance with Fabrio's approved Service Quality and Complaints Policy. Fabrio may request information, photos, or physical access to inspect property whenever reasonably necessary to investigate a complaint.

9. Damages and Compensation

Cases of loss or damage to property, along with related claims and compensation, are governed by Fabrio's approved Damages and Compensation Policy.

10. Offers, Discounts, and Credits

Fabrio may offer promotional offers, discounts, vouchers, or credits subject to the terms specific to each promotion. Misuse of offers, creating multiple accounts, or utilizing false data/methods to obtain unearned benefits is strictly prohibited. Fabrio reserves the right to void any benefit or discount obtained through misuse to the extent permitted by law.

11. Prohibited Use

The application may not be used for illegal or fraudulent purposes or in any manner that harms Fabrio, its users, or third parties. Attempting to breach, disable, or gain unauthorized access to the application, its systems, or data, as well as misusing payment methods, offers, accounts, or services, is strictly forbidden.

12. Account Suspension or Termination

Fabrio may suspend or restrict an account where there are reasonable grounds concerning fraud, abuse, security risks, violation of these Terms, or outstanding unpaid amounts, proportionate to the situation and in compliance with the law. Account suspension or closure does not waive any prior accrued liabilities, rights, or obligations.

13. Liability

The liability of Fabrio and the customer is determined pursuant to these Terms, associated policies, and applicable laws. Nothing in these Terms shall be construed to exclude or limit any right or liability that cannot be excluded or limited under applicable law.

14. Intellectual Property

All rights to the Fabrio application, name, logo, designs, content, software, and other related intellectual property rights belong to their respective rights holders. Copying, modifying, reproducing, or exploiting these materials without authorization is prohibited, except as permitted by law.

15. Privacy

User personal data is processed in accordance with Fabrio's Privacy Policy, which details the data collected, processing purposes, third-party service providers, data retention practices, and user rights.

16. Supplementary Policies

The approved policies applied by Fabrio form an integral part of these Terms, including:

• Privacy Policy
• Order Cancellation and Modification Policy
• Damages and Compensation Policy
• Service Quality and Complaints Policy

In the event of a conflict with a mandatory statutory provision, the mandatory statutory provision shall prevail to the extent necessary.

17. Amendments to Terms

Fabrio may update these Terms or associated policies due to app enhancements, service developments, or evolving operational or legal requirements. Updated versions will be made available through the application, alongside any procedures or additional consents required by law.

18. Governing Law and Communication

These Terms are governed by the applicable laws of the United Arab Emirates. For inquiries or complaints, customers may contact Fabrio through the customer service and communication channels provided within the application.

Fabrio respects the privacy of its users and is committed to protecting personal data and handling it responsibly, securely, and transparently in accordance with the laws in force in the United Arab Emirates.

This policy explains the types of data Fabrio may collect when you use the application or request its services, as well as how that data is used, processed, shared, protected, retained, and the rights associated with it.

By using the Fabrio application and its services, user data is processed to the extent necessary to provide the services, operate the application, and manage customer relations pursuant to this policy and applicable laws.

1. Data We May Collect

Fabrio may collect the data necessary to create an account, provide services, fulfill orders, and operate the application, including:

• Name, phone number, email address, and account details.
• Pickup, delivery, or service location address.
• Location data that the user permits the application to access.
• Details of orders, services, schedules, instructions, and related notes.
• History of orders, invoices, payments, and refunds.
• Financial transaction data necessary to verify and manage payment operations.
• Correspondence, complaints, claims, support requests, and customer service communications.
• Photos or videos related to garments, property, vehicles, or service locations when necessary to execute the service, document its status, or address a complaint or claim.
• Device and application information, IP address, operating system, technical logs, usage information, crash logs, and security data.
• Any other information voluntarily provided by the user or reasonably necessary to execute the requested service.

2. Location Data

Fabrio may use location data to determine service, pickup, and delivery addresses, route drivers or field teams, execute orders, track progress, and improve service precision and efficiency. Access to location data is based on permissions granted by the user via their device or the application. Users can manage location permissions through device settings, noting that disabling certain permissions may impact services or features that rely on location tracking.

3. Purposes of Data Usage

Fabrio uses personal data strictly to the extent necessary for purposes related to operating the application and delivering services, including: Executing and managing orders, identifying pickup/delivery locations, communicating with customers, managing accounts, processing financial transactions, invoices, and refunds, providing customer support, resolving complaints and claims, verifying service delivery and quality, documenting property condition when necessary, preventing fraud or misuse, maintaining application and user security, improving user experience, and complying with legal and regulatory obligations.

4. Photography and Documentation

Depending on the nature of the service, Fabrio may photograph or document the condition of garments, vehicles, property, or service locations before, during, or after service delivery when reasonably required to perform the service, document item condition, ensure quality/safety, or handle a complaint/claim. These materials may be used to verify property condition, investigate claims, and prove service execution. Fabrio does not use customer or property photos for promotional or marketing purposes in a manner that discloses customer identity without a legal basis or explicit consent where required.

5. Third-Party Service Providers

Fabrio may engage specialized third parties to provide or operate essential application services and functions, including hosting, technical infrastructure, payment processing, location/maps services, OTP/messaging delivery, technical support, security, and other IT services. Only data strictly necessary for performing the designated service is shared or processed. Some data may be processed directly through third-party systems without being stored in Fabrio’s databases. Fabrio does not sell customer personal data.

6. Payment Data

Sensitive payment data is processed through specialized third-party payment gateways. Fabrio does not save or store full credit card details or security codes (CVV) in its databases when payments are processed via payment gateways. Fabrio may retain necessary transaction administration data (such as transaction amount, status, date, reference number, payment method, and limited info provided by the processor) for invoicing, accounting, refunds, dispute resolution, and compliance purposes. Data processed directly by payment gateways is also subject to their respective privacy policies.

7. Drivers and Operational Teams

Necessary data may be provided to drivers, workers, or execution teams to the extent required to perform assigned tasks, such as customer name, contact number, pickup/delivery address, and order instructions. Personnel are strictly prohibited from using customer data accessed during work for personal purposes or matters unrelated to Fabrio services.

8. Legally Required Disclosures

Fabrio may disclose personal data when required by law or pursuant to an order from a competent judicial, governmental, or regulatory authority. Data may also be used or disclosed as permitted by law when necessary to protect Fabrio’s rights, prevent fraud or abuse, or establish/defend legal claims.

9. Data Protection

Fabrio implements appropriate technical and organizational measures to safeguard personal data against unauthorized access, use, disclosure, modification, loss, or destruction. Data access is strictly restricted to authorized personnel and systems needing access for designated tasks. However, absolute security against all electronic risks cannot be guaranteed for any online data transfer system.

10. Account Deletion

Users may request account deletion through the in-app option or by contacting support channels. Account deletion does not guarantee immediate erasure of all associated data, as Fabrio may retain data required by law or necessary for legal compliance, invoicing, accounting, fraud prevention, or resolving outstanding disputes/claims for the required period.

11. External Services and Systems

The application may rely on third-party services and technologies (such as payment gateways, mapping tools, and communications). Data processed independently by third parties is subject to their own privacy policies. Fabrio’s policy does not cover the independent practices of third parties.

12. Updates to Privacy Policy

Fabrio may update this Privacy Policy as needed due to application development, new services, operational changes, or legal requirements. Updated versions will be accessible via the application with the effective revision date.

13. Contact Us

For any inquiries, requests regarding personal data, or exercising privacy rights, users may contact Fabrio through customer service channels provided within the app.

Customers may request to cancel or modify an order by contacting Fabrio via the contact number displayed on the order page within the application. The possibility of cancellation or modification depends on the status/stage of order execution at the time the request is registered with Fabrio, in accordance with the following:

1. Prior to Order Pickup from the Customer

The customer may request order cancellation prior to item pickup by the driver without incurring cancellation fees, provided no actual order-specific costs have been incurred.

2. After Item Pickup by the Driver

If cancellation is requested after the driver has picked up the garments but before service execution has commenced, Fabrio may accept the cancellation and return the garments, subject to charging pickup, return delivery fees, and any actual expenses incurred up to the time of cancellation.

3. After Arrival at the Laundry Facility and Prior to Service Commencement

Cancellation may be requested, and Fabrio will verify the order status. If service execution has not yet started, the order may be cancelled, subject to deducting costs for pickup, transport, sorting, preparation, return delivery, and any actual costs incurred up to that time.

4. After Service Execution Has Commenced

Once washing, cleaning, ironing, or processing of any garment has started, cancellation of the initiated service is no longer possible, and full service fees remain due. If an order consists of multiple items and processing has not begun on some of them, Fabrio may accept cancelling the uninitiated portion where practically feasible.

5. After Service Completion

Orders cannot be cancelled once service execution is complete. Refusal to accept garment delivery, failure to respond, or requesting return without delivery does not constitute order cancellation; full service charges and applicable fees remain due and payable.

6. Proof of Cancellation Timestamp

The execution stage is determined based on the official timestamp when the cancellation request is logged in Fabrio’s system and the status verified in its operational, collection, and delivery records. Fabrio reserves the right to retain communication logs regarding cancellation requests in accordance with applicable laws.

7. Inability to Execute Service by Fabrio

If Fabrio is unable to perform the service due to reasons attributable to Fabrio, the customer will not incur cancellation fees for the unexecuted portion, and any amounts paid for that portion will be refunded via the approved payment method and procedures.

8. Refunds

Eligible refunds will be processed through the original payment method or an approved method by Fabrio, subject to the timeframes and procedures applicable to the respective payment provider.

Fabrio is committed to delivering its services with professional care and in accordance with its approved quality and safety standards, taking into account the nature and condition of the items subject to service, as well as the instructions and information provided by the customer.

This policy aims to regulate the mechanism for reporting, assessing, handling, and determining liability for damage or loss, and applies to Fabrio services subject to the specific provisions of each service type.

1. Reporting Damage or Loss

In the event that any of the customer’s property suffers loss, damage, or harm believed to result from one of Fabrio's services, the customer must submit a report through the application or contact customer service within twenty-four (24) hours of service completion or receipt of property, depending on the nature of the service, provided the damage is apparent or reasonably discoverable within that timeframe.

The report must include a clear description of the issue. Fabrio may request photographs, invoices, proof of ownership or value, or any other information or documents reasonably necessary to verify the claim.

The expiration of the aforementioned period does not prevent Fabrio from reviewing the report based on the nature of the damage, case circumstances, and rights that cannot be restricted under applicable law.

2. Condition of Property Prior to Service Execution

Fabrio’s receipt of property or commencement of service execution does not constitute an admission that the property is sound, undamaged, or free from prior defects or signs of wear.

Properties may contain pre-existing or hidden defects, damage, weaknesses, or issues that cannot be discovered through standard inspection prior to service delivery, which will be considered when evaluating any subsequent claim.

3. Customer Obligation to Disclose

Prior to service execution, the customer undertakes to disclose any material information known to them regarding the property, including prior damage or defects, specific material sensitivities, care instructions, past repairs, or any circumstances that may impact safe service execution.

The customer also agrees to provide accurate and complete information regarding the property whenever necessary for proper service delivery.

Fabrio assumes no liability for damage caused by failure to disclose material information or provision of inaccurate or incomplete information, to the extent that such failure or inaccuracy contributed to the damage, in accordance with applicable law.

4. High-Value or Special Nature Property

The customer must disclose to Fabrio prior to service commencement any items of high value, exceptional worth, or special nature requiring non-standard care or processing.

Fabrio may request proof of the property's value or nature, refuse service on such items, or require an appropriate handling method before acceptance.

Failure to disclose the high value or special nature of property in advance will be considered when evaluating any claim to the extent permitted by law.

5. Documentation of Property Condition and Service

Fabrio reserves the right, where appropriate to the nature of the service, to photograph or document the condition of property or service execution sites before, during, and after service delivery for purposes of execution, quality assurance, safety, complaint handling, and verification of property state.

Claims assessments may rely on photos, videos, order and delivery records, app logs, communications, information provided by the customer, and any other relevant evidence, subject to applicable privacy and data protection legislation.

6. Claim Review

Upon receiving a report, Fabrio will review case circumstances, order details, service type, pre- and post-service property condition (where available), the nature and cause of damage, and documents supplied by the customer.

Fabrio may request additional information, photos, documents, or an physical inspection of the property whenever reasonably necessary to assess the case.

The mere submission or receipt of a report, opening of a claim, inspection of property, or discussion of potential solutions by Fabrio does not constitute an admission of liability; liability is determined only after completing a full review.

7. Preservation of Property Subject to Claim

Whenever reasonably possible, the customer undertakes to maintain the property subject to the claim in its current state and afford Fabrio a reasonable opportunity to inspect it before carrying out repairs, modifications, or disposal.

This does not apply if immediate intervention is necessary to prevent worsening of the damage or greater harm.

Any repair, modification, or action taken prior to offering Fabrio a reasonable opportunity to verify the condition will be considered when evaluating the claim and the feasibility of proving damage cause and value.

8. Fabrio's Liability

If review confirms that loss or damage resulted directly from error or negligence on Fabrio’s part during service execution, the matter will be handled proportionately according to damage nature and circumstances.

Remedies may include, depending on the situation: Re-performing the service free of charge, repairing the damage, replacing property where appropriate, issuing a balance credit to the Fabrio wallet with customer agreement, or paying financial compensation reflecting actual damage value, pursuant to case nature and applicable laws.

9. Valuation of Damage

When determining the value of damage or appropriate compensation, all relevant factors may be considered, including: Verified purchase price (if available), property age, pre-service condition, degree of normal wear and tear, repairability, reasonable repair costs, actual market value at the time of damage, item nature, and any valid documentation regarding value.

An admission of liability does not automatically entitle the customer to the purchase price of brand-new replacement items if the damaged property was used or depreciated over time; compensation is calculated to reflect actual damage based on case context and the law.

10. Cases Not Attributable to Fabrio

Without prejudice to rights that cannot legally be excluded, Fabrio bears no liability for damage or loss not resulting from its own fault or negligence, including damage arising from: Pre-existing defects or damage, normal wear and tear, aging, manufacturing or material defects, hidden weaknesses, unsuitability of property for requested service, incorrect manufacturer instructions/care labels, customer failure to disclose material facts, provision of inaccurate or incomplete information, or any other cause not attributable to Fabrio's acts or omissions.

11. Duty to Mitigate Loss

Upon discovering damage, the customer agrees to take reasonable measures to prevent further deterioration or increased loss where feasible.

Fabrio bears no liability for aggravated damage resulting directly from continued use of the property or failure to take reasonable steps to prevent further damage after discovery, to the extent permitted by law.

12. Non-Cumulative Remedies for the Same Damage

All remedies or compensation aim to address actual proven damage.

Combining repair, replacement, monetary compensation, wallet balance, or any other remedy for the same instance of damage in a manner that results in compensation exceeding actual damage is prohibited, without prejudice to statutory customer rights.

13. Good Faith Settlements

Fabrio may, at its discretion and in appropriate cases, offer re-service, wallet balance, or complaint resolution for customer satisfaction and goodwill, even where liability is not established.

Providing such voluntary remedies or settlements does not constitute an admission of fault or liability in that specific case or any future instance.

14. Service-Specific Terms

In addition to this policy, specific terms and policies apply to each category of Fabrio services, including but not limited to: Laundry and textile cleaning services, home and site cleaning services, and car wash and detailing services.

Service-specific policies outline relevant risks, scenarios, and assessment mechanisms for that service type and shall be read together with this policy as an integral part of service terms.

15. Legal Rights

Nothing in this policy is intended to exclude or restrict any consumer right or liability that cannot be excluded or restricted under the applicable laws of the United Arab Emirates.

In the event of a conflict between any provision of this policy and a mandatory statutory requirement, the mandatory statutory requirement shall apply to the extent necessary while remaining provisions remain effective to the fullest legal extent.

16. Policy Acceptance and Revisions

This policy forms an integral part of the terms governing Fabrio service use and must be made clearly available to customers before order completion or via approved app methods.

Fabrio may update this policy periodically in accordance with applicable law. Claims are subject to the policy version active at the time the order was placed unless otherwise required by law.

Fabrio may maintain electronic logs including order numbers, timestamps of approval, and active policy versions at the time of order completion in accordance with applicable legal requirements.

In the event of loss or damage to any garment, Fabrio will review the case, verify its details, and assess the damage based on the item's condition, age, value, and available information and documents.

If Fabrio’s liability is established, the case will be handled in an appropriate and proportionate manner relative to the damage. Remedies may include re-executing the service, repair, financial compensation, or providing credit or services from Fabrio.

It may also be agreed with the customer to combine partial financial compensation with credit or services, depending on the circumstances of each case and subject to mutual agreement, provided that the total remedy provided does not exceed the value of the actual proven damage.

What if I am not satisfied with the quality of the service provided?

If you are not satisfied with the quality of the service, please contact Fabrio via the contact details provided in the application within 24 hours of order receipt or service completion, explaining the reason for dissatisfaction and attaching photos where necessary.

The Fabrio team will review the request and verify the provided feedback. If it is determined that the service was not executed to the required standard, the case may be handled according to its nature, including re-executing the service fully or partially at no additional cost, or taking another appropriate action agreed upon with the customer.

Personal dissatisfaction alone does not constitute evidence of a service defect. Each case is evaluated based on the nature of the service, reasonably expected results, and the condition of the property prior to service delivery.

In stain removal or dirt and discoloration treatment services, Fabrio does not guarantee the complete removal of all stains or traces where this is unachievable due to the nature, condition, fabric, or material involved. The remaining presence of a trace alone does not constitute evidence that the service was improperly performed.