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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
