Terms and Conditions

1) Definitions and Explanation

For the purposes of these terms, the following terms shall have the meanings set forth below unless the context otherwise requires:

• The company: Air Care Trading Company, which includes its branches, electronic platforms, applications and related sales channels.
• Customer: Any natural or legal person who uses the site or completes a purchase or service request.
• Order: Any purchase, contract, reservation, or invoice issued through the company's systems or its approved channels.
• Services: Delivery, installation, maintenance, inspection, storage, cleaning, or any service related to the products.
• Offers: Any discounts, coupons, cashback, promotional benefits, gifts, or special prices.
• Cashback: Non-cash promotional credit added to the customer's wallet according to specific terms and conditions.
• Working days: The operating days approved by the company, excluding Friday, Saturday, and official and governmental holidays unless otherwise stated.

2) Acceptance and regulatory obligation

By using the website, completing an order, making a payment, or utilizing any service, the customer expressly and definitively acknowledges and agrees to these terms and conditions. The customer also acknowledges having read and understood these terms and conditions and cannot subsequently claim ignorance of them once they are published on the website, invoice, terms and conditions page, or through the company's authorized channels.

3) Contractual nature

These terms constitute a binding agreement between the company and the customer, and are an integral part of every order, invoice, quotation, service, or transaction between the two parties, whether the order is placed electronically, through the showroom, or through any approved sales channel.

4) Priority of conditions

In the event of any conflict between these terms and any advertisement, marketing message, product description, or brief offer, these terms shall prevail, unless the company issues a special written and public condition for a particular offer.

5) Data accuracy and responsibility

• The customer is obligated to enter correct, complete and up-to-date data when creating the order.
• The customer is responsible for any errors in name, mobile number, address, city, or payment details.
• The company is not responsible for any delay or failure to perform resulting from incorrect or incomplete data or lack of customer response.
• The company has the right to request data updates or verifications before the request is executed.

6) Application accepted

• An order is not considered accepted or binding on the company until payment is completed, the order has been reviewed and operationally approved.
• The company has the right to refuse or suspend the order in operational or regulatory cases, or when there is suspicion of a violation or error.
• Sending an order confirmation does not prevent the company from canceling it later if a legitimate reason arises, such as product unavailability, a pricing error, or suspected fraud.

7) Verification and fraud prevention

• The company has the right to verify the financial transaction, payment method, and customer data before executing the order.
• The company has the right to suspend or cancel an order or request documents if any irregular activity or illegal use is suspected.
• If the customer does not respond to verification requests within a reasonable time, the company has the right to cancel the order and refund the amount according to the appropriate payment method.

8) Product availability

The company does not guarantee the continuous availability of products, as availability is subject to physical inventory, supply chains, suppliers, distributors, and online updates. Products may appear on the website even if they are out of stock due to delayed inventory updates or an unintentional technical error.

9) Supply disruption

In the event of supply failure or delay by the agent or supplier in providing the product, the company, after notifying the customer, has the right to choose one of the following solutions, depending on the situation: refund the payment, replace the product with a similar or higher-quality product with the customer's approval, or keep the order pending until the product becomes available, as per the customer's request. This constitutes the final resolution of the supply failure.

10) Pricing errors

In the event of a technical, human, or operational error in pricing, the company reserves the right to correct the price, cancel the order, or refund the payment. The customer is not entitled to demand payment of a price that has proven to be incorrect or resulted from an unintentional error.

11) Promotional Offer Mistakes

Any offer, discount, cashback, or coupon that is published or calculated in error is not binding on the company, and the company has the right to modify, cancel, or recalculate the order. The customer is not entitled to claim benefits that have been proven to have resulted from a technical, marketing, or operational error.

12) Terms and Conditions of Offers and Coupons

• All offers and coupons are subject to special conditions such as minimum, maximum, included products, and offer duration.
• More than one offer, coupon, or benefit cannot be combined unless the company explicitly states so.
• The coupon must be entered before payment is completed, and cannot be added after the order or invoice has been issued.
• The company reserves the right to modify or discontinue any offer in accordance with operational requirements or in the event of an error or misuse.

13) Misuse of offers

If offers, coupons, or cashback are used in a manner that is contrary to or deceptive, such as creating multiple accounts, splitting orders, commercial use, or providing incorrect data, the company has the right to cancel the order, discount, or cashback, suspend the account, or adjust the price in accordance with the approved policy.

14) Unauthorized commercial use

Offers, discounts, and cashback are for personal use by individuals unless otherwise stated by the company. Their use for commercial purposes, resale, or unauthorized group purchases is prohibited. If such use is proven, the company reserves the right to cancel the order or any associated benefits.

15) Cashback

Cashback is a non-cash promotional credit added to the customer's wallet according to the offer's terms and conditions. It cannot be withdrawn as cash, transferred to a bank account, transferred to another customer, or redeemed for cash.

16) Drop the cashback

Cashback is forfeited, canceled, or deducted if the order is canceled or returned, if the offer conditions are not met, if it is misused, or if the customer violates any of the terms. If the cashback is used before a refund, the company reserves the right to deduct its value from the refund amount.

17) Misuse of retrieval

In the event of an abnormally high number of return or exchange requests, or in a manner indicating misuse of the return policy, the company has the right to refuse unjustified future requests, restrict certain benefits, suspend the account, or take any other necessary measures as required by the system.

18) Retrieval

The company's approved return policy applies. The company reserves the right to refuse any return request that does not meet the conditions, is submitted outside the specified timeframe, or if the product is used, installed, damaged, or missing accessories, in accordance with the approved regulations and policies.

19) Gifts

If the order includes a gift or promotional item, it must be returned in its original condition. If it is not returned, is unused, or is damaged, the company reserves the right to deduct its market value from the refund.

20) Services

Services rendered, including installation, maintenance, inspection, or technical visit, are non-refundable once completed. If a paid service cannot be performed before completion, a refund will be issued based on the status of the request.

21) Implementation period

Delivery may take up to 15 business days from the date of order confirmation and payment, unless the offer or order type specifies a different timeframe. Installation is subject to availability in the technicians' schedules and does not necessarily have to be completed on the same day as delivery.

22) Exception of time limits

The implementation periods do not include Fridays and Saturdays, official holidays and vacations, government holidays such as Founding Day, February 22, and National Day, September 23, nor any holidays or operational or logistical circumstances beyond the company’s control.

23) Delay

The company assumes no responsibility for delays caused by suppliers, agents, shipping companies, seasonal pressures, order volume, or operational or logistical conditions beyond its control. The company works to coordinate with the customer to update the order status as much as possible.

24) Composition

Installation is carried out according to the available schedule, and delivery does not guarantee same-day installation. Installation dates are subject to city, availability of technical teams, site readiness, and operational scheduling constraints.

25) Cancel free installation

As of April 9, 2026, the free installation of split air conditioners has been cancelled. Installation is only free if there is a special offer announced by the company that explicitly states this, and within the period and conditions of the announced offer.

26) Installation fees

• Installation of a split air conditioner without copper: 149 riyals for units sold through Enaya Air.
• Split air conditioner installation with copper pipe: 299 riyals for units sold through Air Care.
• These fees apply unless the company announces a different offer or package.

27) Installation range

Standard installation includes up to 4 meters of copper only, unless otherwise stated in the invoice or offer. Any additional distance, work, or materials are considered outside the scope of standard installation and will be charged separately.

28) Additional work

Any additional work such as increasing copper, wiring, bases, insulation, welding, additional openings, special extensions or any materials or work outside the standard scope, is calculated independently according to the approved prices, and is not carried out except after the customer’s approval.

29) Site readiness

The client is responsible for fully preparing the site before the installation date, including ensuring a suitable power supply, a secure installation location, adequate drainage, accessibility, and the absence of any obstacles preventing installation. The company is not liable for any delays resulting from unpreparedness.

30) Refusal to implement

The company has the right to refuse or postpone implementation if the site is not ready, there is a risk to the safety of technicians or equipment, there are technical violations, the basic installation requirements are not available, or the customer is abusive or uncooperative with the technical team.

31) Implementation failed

If the installation cannot be completed and the customer has already paid the installation fee, only the installation fee will be refunded. However, if the installation was free as part of a special offer, the customer is not entitled to any refund, compensation, or payment for the non-performance of the free service.

32) Shipping

Shipping or transportation may be handled by a third party, and the company is not responsible for delays caused by the shipping company or logistical circumstances beyond its control. The company is committed to following up with the carrier on the order whenever possible.

33) Force Majeure

The company accepts no responsibility for delays or inability to perform due to circumstances beyond its control, such as natural disasters, government decisions, public outages, epidemics, strikes, security conditions, supply chain disruptions, or any other cause beyond the company's control.

34) Guarantee

The installation warranty is 90 days and covers only installation errors. The product warranty is subject to the terms and conditions of the manufacturer or authorized dealer, and the company's liability is limited to what is stated in the warranty documents or approved policy.

35) Loss of warranty

The warranty is void in case of misuse, tampering with the product, installation or maintenance by an unauthorized party, use of inappropriate electrical voltage, damage caused by external factors, or violation of operating and maintenance instructions.

36) Difference in specifications

Differences in color, packaging, shape, or other minor details are not considered defects, provided the product fulfills the same purpose and meets the advertised specifications. Some details may vary depending on the manufacturing batch, factory updates, or distributor changes.

37) Abuse and defamation

If the customer or their representative engages in verbal, written, or electronic abuse, threats, defamation, dissemination of false or misleading information, or mistreatment of company employees or technicians, the company has the right to cancel the order, refuse service, refrain from installation, suspend the account, or take the necessary regulatory actions.

38) Account Suspension

The company has the right to suspend, disable, or restrict a customer's account in the event of a violation of the terms, misuse of offers, repeated unjustified refunds, submission of incorrect data, or the existence of a dispute or suspicion of fraud.

39) Conflicts

In the event of a dispute, complaint, or financial or operational audit, the company has the right to suspend orders, benefits, cashback, or coupons associated with the customer's account until the verification is completed or the dispute is resolved.

40) Settlement before litigation

The company seeks to resolve disputes amicably through official channels before resorting to the competent authorities, and this does not prejudice the right of any party to take the legal route when needed in accordance with the regulations of the Kingdom of Saudi Arabia.

41) Limits of Liability

To the maximum extent permitted by law, the company’s liability for any claim or dispute shall not exceed the value of the order in dispute only, and shall not extend to any other amounts, claims or losses.

42) Indirect damages

The company shall not be liable for any indirect, consequential, or special damages, loss of profits, loss of opportunity, or damage resulting from delay or unavailability of the product, supplier or shipping company failures, or operating conditions beyond the company’s control.

43) Intellectual Property

All logos, images, designs, texts, content, and marketing materials published on the website or company channels are protected under intellectual property laws and may not be copied, used, or republished without the company’s prior written consent.

44) Amendment of conditions

The company has the right to modify, update, add new clauses, or cancel certain provisions as needed, and publishing the updated version on the website or approved channels is sufficient to notify customers.

45) Law and Jurisdiction

These conditions are subject to the regulations of the Kingdom of Saudi Arabia, and the competent authorities and courts within the Kingdom shall be the reference for considering any dispute, unless the regulations stipulate otherwise.

46) Final Declaration

The customer acknowledges that completing the order, making the payment, using the site, or benefiting from any service means his full and final agreement to all that is stated in these terms, his commitment to them, and his non-violation of any of the policies adopted by Enaya Al Hawa Trading Company.