These Terms and Conditions ("Terms") govern your use of the Dhel website, online booking system, maintenance services, and ecommerce shop. By accessing or using our site, submitting a booking request, ordering products, or engaging our services in any way, you confirm that you have read, understood, and agree to be bound by these Terms.
If you do not agree with these Terms, you must not use our website or services. We may update these Terms from time to time. The version published on this page at the time you place a booking or order, or when a service is confirmed, will apply to that specific transaction.
These Terms are written for customers located in Saudi Arabia and should be read together with our Privacy Policy and Returns & Shipping policy, which are available on this website.
If you do not agree with these Terms, you must not use our website or services. We may update these Terms from time to time. The version published on this page at the time you place a booking or order, or when a service is confirmed, will apply to that specific transaction.
These Terms are written for customers located in Saudi Arabia and should be read together with our Privacy Policy and Returns & Shipping policy, which are available on this website.
In these Terms:
- "Dhel", "we", "us" and "our" refer to the coffee machine maintenance business operating this website and providing the services described on it.
- "Customer", "you" and "your" refer to any individual or business who accesses our website, submits a booking or contact request, purchases products from our shop, or receives our services.
- "Services" refers to all professional work we provide, including installation and setup of coffee machines, periodic maintenance and cleaning, emergency repair, spare parts replacement, calibration and tuning, staff training, machine procurement, and custom paint or cosmetic work.
- "Shop" or "ecommerce" refers to the online store on our website through which you can purchase coffee beans, cleaning products, spare parts, accessories, and coffee machines (new or used).
- "Order" means a confirmed purchase of products placed through our shop.
- "Booking" means a request or confirmation for us to provide Services at your premises or in our workshop.
- "Business days" means days other than official weekends and public holidays in Saudi Arabia.
Dhel provides specialized coffee machine maintenance and related services for customers across Saudi Arabia. Our Services include, but are not limited to:
Not all services may be available at all times or in all locations. We reserve the right to decline or postpone a service request, for example if the machine is unsafe to work on, spare parts are unavailable, or travel is not feasible. Any estimates for response times are indicative and not guaranteed, although we always aim to respond quickly and within the timeframes advertised on our website.
- Installation and setup of new coffee machines;
- Periodic maintenance, inspection and professional cleaning;
- Emergency breakdown repair and troubleshooting;
- Spare parts replacement and upgrades;
- Calibration and tuning for optimal extraction and performance;
- Training for your staff on correct use and daily care of machines;
- Assistance with machine procurement for cafés and businesses; and
- Custom cosmetic work such as paint jobs on coffee machines.
Not all services may be available at all times or in all locations. We reserve the right to decline or postpone a service request, for example if the machine is unsafe to work on, spare parts are unavailable, or travel is not feasible. Any estimates for response times are indicative and not guaranteed, although we always aim to respond quickly and within the timeframes advertised on our website.
Booking process. You can request a booking through our online form, by phone, or by other contact channels shown on our website. When submitting a request, you should provide accurate details about your machine, the issue, and your preferred times. A booking is only considered confirmed once we have reviewed your request and sent you a written confirmation (for example by email, SMS, or messaging app).
Access and preparation. You are responsible for ensuring that we have safe and reasonable access to the machine and any necessary facilities (such as water, electricity and lighting) at the agreed time. If access is not available or the environment is unsafe, we may cancel or reschedule the visit and may charge a call-out or waiting fee where reasonable.
Cancellations and rescheduling by you. If you need to cancel or change a confirmed booking, please notify us as early as possible. We will try to accommodate changes, but we may charge a reasonable cancellation or rescheduling fee, particularly for changes made on the same day or after we have already travelled or prepared parts for your job.
Cancellations and rescheduling by us. In some cases, we may need to reschedule or cancel a booking due to technician availability, safety concerns, supply issues, or other events outside our control. We will inform you as soon as reasonably possible and propose a new date or solution. Except where required by law, our responsibility in such cases is limited to rescheduling or cancelling the visit; we are not liable for any indirect loss you may suffer due to delay.
Access and preparation. You are responsible for ensuring that we have safe and reasonable access to the machine and any necessary facilities (such as water, electricity and lighting) at the agreed time. If access is not available or the environment is unsafe, we may cancel or reschedule the visit and may charge a call-out or waiting fee where reasonable.
Cancellations and rescheduling by you. If you need to cancel or change a confirmed booking, please notify us as early as possible. We will try to accommodate changes, but we may charge a reasonable cancellation or rescheduling fee, particularly for changes made on the same day or after we have already travelled or prepared parts for your job.
Cancellations and rescheduling by us. In some cases, we may need to reschedule or cancel a booking due to technician availability, safety concerns, supply issues, or other events outside our control. We will inform you as soon as reasonably possible and propose a new date or solution. Except where required by law, our responsibility in such cases is limited to rescheduling or cancelling the visit; we are not liable for any indirect loss you may suffer due to delay.
Service pricing. Prices for our Services may be shown on the website or provided to you in a quotation. Unless explicitly stated otherwise, prices are expressed in Saudi Riyals (SAR) and may change at any time before a specific booking or quotation is confirmed.
Quotations and estimates. Any quotation we provide is based on the information available at the time and may be an estimate only, especially if we have not yet inspected the machine in person. If, during the service, we discover additional issues, necessary parts, or extra time that could not reasonably be foreseen, we will inform you and may revise the quotation before proceeding.
Taxes and fees. Where applicable under Saudi law, prices may be subject to VAT or other taxes and charges. Any such amounts will be communicated to you as clearly as possible before you confirm a booking or order.
Promotions. Any discounts, offers or promotions are subject to their specific terms and may be withdrawn or changed at any time, unless you have already confirmed a booking or order that clearly includes that promotion.
Quotations and estimates. Any quotation we provide is based on the information available at the time and may be an estimate only, especially if we have not yet inspected the machine in person. If, during the service, we discover additional issues, necessary parts, or extra time that could not reasonably be foreseen, we will inform you and may revise the quotation before proceeding.
Taxes and fees. Where applicable under Saudi law, prices may be subject to VAT or other taxes and charges. Any such amounts will be communicated to you as clearly as possible before you confirm a booking or order.
Promotions. Any discounts, offers or promotions are subject to their specific terms and may be withdrawn or changed at any time, unless you have already confirmed a booking or order that clearly includes that promotion.
Accepted payment methods. We may accept a range of payment methods suitable for Saudi Arabia, such as bank transfer, cash, and local payment gateways (for example STC Pay, Mada, Apple Pay and Google Pay) as available from time to time. The exact methods available for your booking or order will be communicated during checkout or when we confirm your service.
When payment is due for Services. Unless we agree otherwise in writing, payment for Services is due immediately upon completion of the work, or in some cases in advance (for example for special orders, large projects, or where we must purchase specific parts on your behalf). We may require a deposit before confirming a booking.
When payment is due for shop orders. For ecommerce Orders, payment is normally required in full at the time you place the order through the online shop. Your Order is not confirmed until payment has been successfully processed.
Late or failed payments. If a payment is late, fails, or is reversed, we may suspend or stop providing Services or shipping products until payment is received. For business customers, we may charge reasonable late payment fees or interest as permitted by applicable law. You remain responsible for any bank charges or fees resulting from your chosen payment method.
When payment is due for Services. Unless we agree otherwise in writing, payment for Services is due immediately upon completion of the work, or in some cases in advance (for example for special orders, large projects, or where we must purchase specific parts on your behalf). We may require a deposit before confirming a booking.
When payment is due for shop orders. For ecommerce Orders, payment is normally required in full at the time you place the order through the online shop. Your Order is not confirmed until payment has been successfully processed.
Late or failed payments. If a payment is late, fails, or is reversed, we may suspend or stop providing Services or shipping products until payment is received. For business customers, we may charge reasonable late payment fees or interest as permitted by applicable law. You remain responsible for any bank charges or fees resulting from your chosen payment method.
To help us deliver safe and effective Services, you agree to:
We are not responsible for issues caused by misuse, neglect, operation contrary to the manufacturer’s instructions, work carried out by third parties, or failure to follow our recommendations.
- Provide accurate and complete information about your machine, its condition, and any previous work or modifications, to the best of your knowledge.
- Ensure that the installation location and work area are safe, clean and reasonably accessible, including providing any necessary access permissions within your premises.
- Follow our instructions and recommendations regarding the correct use, daily cleaning, and routine care of your machine.
- Use the machine only for its intended purpose and in accordance with the manufacturer’s manual.
- Notify us promptly if you notice any unusual behaviour, damage, or safety concerns related to the machine after our work.
We are not responsible for issues caused by misuse, neglect, operation contrary to the manufacturer’s instructions, work carried out by third parties, or failure to follow our recommendations.
Service quality. We aim to provide Services with reasonable care and skill, in line with industry practice and the information available to us at the time. If you believe that our work is defective, you must inform us as soon as reasonably possible and allow us a fair opportunity to inspect and, where appropriate, rectify the issue.
Used machines and spare parts. When we supply used machines or install spare parts, there may be normal signs of wear or limitations due to the machine’s age and history. Unless we explicitly state otherwise in writing, any warranty or guarantee on used equipment or spare parts is limited in scope and duration, and may exclude cosmetic issues or damage caused by misuse, lack of maintenance or external factors (such as power problems or water quality).
Exclusions. To the fullest extent permitted by law, we are not liable for: (i) indirect, consequential or special loss (such as loss of profit, revenue, or business opportunities); (ii) losses arising from events outside our reasonable control; or (iii) damage resulting from your failure to follow our instructions, the manufacturer’s instructions, or to maintain the machine properly.
Overall limitation. Where our liability cannot be excluded under applicable law, our total aggregate liability arising from or in connection with a specific booking, service or order will, to the extent permitted by law, be limited to the amount you actually paid to us for that booking, service or order.
Used machines and spare parts. When we supply used machines or install spare parts, there may be normal signs of wear or limitations due to the machine’s age and history. Unless we explicitly state otherwise in writing, any warranty or guarantee on used equipment or spare parts is limited in scope and duration, and may exclude cosmetic issues or damage caused by misuse, lack of maintenance or external factors (such as power problems or water quality).
Exclusions. To the fullest extent permitted by law, we are not liable for: (i) indirect, consequential or special loss (such as loss of profit, revenue, or business opportunities); (ii) losses arising from events outside our reasonable control; or (iii) damage resulting from your failure to follow our instructions, the manufacturer’s instructions, or to maintain the machine properly.
Overall limitation. Where our liability cannot be excluded under applicable law, our total aggregate liability arising from or in connection with a specific booking, service or order will, to the extent permitted by law, be limited to the amount you actually paid to us for that booking, service or order.
Orders and availability. By placing an Order through our shop, you are making an offer to purchase the selected products. We may accept or reject your Order at our discretion, for example if products are out of stock, there are pricing or description errors, or we cannot deliver to your address. If we cannot fulfil your Order after payment, we will inform you and arrange a refund or alternative solution.
Shipping, delivery and risk. Shipping options, delivery times and fees will be presented to you during checkout or in your Order confirmation. Risk of loss or damage to products passes to you when the products are delivered to the address you provide or handed to your chosen carrier. Title to the products typically passes to you once full payment has been received and the products have been dispatched.
Returns and exchanges. Our rules for returns, exchanges, non-returnable items and refunds are described in more detail in our Returns & Shipping policy, which forms part of these Terms. Please review that policy before placing an Order.
Product information. We make reasonable efforts to ensure that product descriptions, images and specifications on the website are accurate. However, minor variations in colour, packaging or appearance may occur, and errors may happen. If a product you receive is significantly different from its description, please contact us so we can review and, where appropriate, offer a repair, replacement or refund according to our policies and applicable law.
Shipping, delivery and risk. Shipping options, delivery times and fees will be presented to you during checkout or in your Order confirmation. Risk of loss or damage to products passes to you when the products are delivered to the address you provide or handed to your chosen carrier. Title to the products typically passes to you once full payment has been received and the products have been dispatched.
Returns and exchanges. Our rules for returns, exchanges, non-returnable items and refunds are described in more detail in our Returns & Shipping policy, which forms part of these Terms. Please review that policy before placing an Order.
Product information. We make reasonable efforts to ensure that product descriptions, images and specifications on the website are accurate. However, minor variations in colour, packaging or appearance may occur, and errors may happen. If a product you receive is significantly different from its description, please contact us so we can review and, where appropriate, offer a repair, replacement or refund according to our policies and applicable law.
Unless otherwise stated, all content on this website – including text, images, logos, graphics, icons, and layout – is owned by or licensed to Dhel and is protected by applicable intellectual property laws.
You may view and print pages from the website for your own personal or internal business use, but you must not copy, reproduce, modify, distribute, publish, or create derivative works from any part of the site without our prior written permission, except where such use is expressly permitted by law.
Nothing in these Terms grants you any rights to use the Dhel name, logo or other brand elements without our prior written consent. Any third-party trademarks, brand names or logos displayed on the site remain the property of their respective owners and are used only for identification or descriptive purposes.
You may view and print pages from the website for your own personal or internal business use, but you must not copy, reproduce, modify, distribute, publish, or create derivative works from any part of the site without our prior written permission, except where such use is expressly permitted by law.
Nothing in these Terms grants you any rights to use the Dhel name, logo or other brand elements without our prior written consent. Any third-party trademarks, brand names or logos displayed on the site remain the property of their respective owners and are used only for identification or descriptive purposes.
We take your privacy seriously and aim to collect and use your personal data in a transparent and responsible way. When you use our website, submit a booking request, contact us, or place an Order, we may collect and process certain information about you and your business.
Our Privacy Policy explains in detail what data we collect, how we use it, the legal bases we rely on, how long we keep it, and your rights under applicable data protection laws. That policy forms part of these Terms and should be read alongside them.
By using our website or services, you also agree to our use of cookies and similar technologies as described in the Privacy Policy and any cookie notices on the site.
Our Privacy Policy explains in detail what data we collect, how we use it, the legal bases we rely on, how long we keep it, and your rights under applicable data protection laws. That policy forms part of these Terms and should be read alongside them.
By using our website or services, you also agree to our use of cookies and similar technologies as described in the Privacy Policy and any cookie notices on the site.
These Terms, and any dispute or claim arising out of or in connection with them, are governed by and interpreted in accordance with the laws of the Kingdom of Saudi Arabia. Subject to any mandatory legal provisions, the courts of Saudi Arabia will have jurisdiction over any such disputes or claims.
If you have any questions about these Terms or need to discuss a legal or contractual matter, you can contact Dhel using the details below:
Email: cafedhel@gmail.com
Phone: +966556242094
Address: Hail, Saudi Arabia
We recommend that you print or save a copy of these Terms for your records. We may update them from time to time, and the latest version will always be available on this page.
If you have any questions about these Terms or need to discuss a legal or contractual matter, you can contact Dhel using the details below:
Email: cafedhel@gmail.com
Phone: +966556242094
Address: Hail, Saudi Arabia
We recommend that you print or save a copy of these Terms for your records. We may update them from time to time, and the latest version will always be available on this page.
