Terms & Conditions

1. About these terms

These Terms & Conditions (the "Terms") govern the supply of furnishing packages, goods and related services by Alto Turnkey Design Services - FZCO ("alto", "we", "us" or "our"), a free zone company licensed by the Dubai Integrated Economic Zones Authority (IFZA) under Trade Licence No. 88580, with registered address DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates, to you (the "Client", "you" or "your").

By placing an order with us — through our website or configurator, our client or agent portal, or by email, telephone, WhatsApp or any other channel — you confirm that you have read, understood and accept these Terms in full and without reservation. If you do not accept these Terms, you must not place an order.

These Terms apply to every order and form the entire agreement between you and us in relation to it. They prevail over any other terms you seek to introduce or rely on, unless we expressly agree otherwise in writing. Nothing said by any representative before your order varies these Terms unless confirmed by us in writing.

2. Definitions

"Package" means the furnishing scheme and the bundle of Goods and Services specified in your confirmed Order.

"Goods" means the furniture, furnishings, equipment, soft furnishings, accessories and other items we supply as part of a Package, comprising items designed by alto and produced to order by our manufacturing partners, and items sourced by alto from third-party suppliers.

"Services" means the design, configuration, supply, delivery, assembly, installation, styling, inspection and handover services we provide in connection with a Package.

"Order" means your request for a Package, as confirmed by us in accordance with section 4.

"Configurator" means our online tool for specifying and pricing a Package.

"Property" means the property at which the Package is to be installed, as stated in your Order.

"Price" means the total price for the Order as confirmed by us.

3. Our service

alto provides a turnkey furnishing service: for one fixed Price we design or select, supply, deliver, assemble, install and style a furnishing Package for your Property. Certain furniture is designed by alto and produced to order by our manufacturing partners; other items are sourced by alto from third-party suppliers. alto is a design and furnishing service provider and is not the manufacturer of the Goods.

Our Services relate only to the furnishing of the Property as set out in the Order. We are not responsible for the condition, fabric, fixtures, utilities, maintenance, security, management, letting or legal status of the Property itself, nor for any building works, snagging or handover by your developer or contractor.

Product images, samples, renders, finishes and dimensions shown in the Configurator, on our website or in our materials are indicative only and are intended to give a general impression. Natural materials vary, and minor differences in colour, grain, texture, shade, finish and dimension are inherent and are not defects.

4. Orders

You may build and submit an Order through the Configurator, request a quotation, or order through our team. An Order is not binding on us until we confirm it — by issuing an order confirmation or invoice, or by accepting payment.

We may decline or cancel an Order, or any part of it, before fulfilment — for example where an item is unavailable, where there is an error in pricing or specification, where the Property or access cannot reasonably accommodate the Package, or where payment is not received. If we do so, our only obligation is to refund any sums you have paid for the cancelled Order.

Quotations and Configurator prices are valid for the period stated, or if none is stated for 14 days, after which they may change. The Order specifies the Package; the exact items, quantities, layout and finishes are as set out in the confirmed Order.

We may substitute any item with one of equivalent or superior quality, function and value where an item is discontinued, unavailable or subject to supply delay, without reducing the Price.

5. Prices, payment and tax

The Price is the amount in your confirmed Order. Unless we agree otherwise in writing, the full Price is payable in advance, and we are not obliged to commence design, procurement, production, delivery or installation until the Price has been received in cleared funds.

We accept payment by the methods we make available (which may include card payment and bank transfer). You are responsible for the accuracy of payment details and for any bank, transfer or payment-processing fees. Where payment is made in error or to an incorrect account through no fault of ours, we are not responsible for recovering it.

alto is not currently registered for UAE Value Added Tax, and the Price is accordingly not subject to VAT. If our VAT status changes, VAT may be added to Orders placed after that change in accordance with applicable law. You are responsible for any other taxes, duties, levies or charges that may apply to you.

If any payment is late or fails, we may suspend the Order and any Services, retain Goods, and recover any costs we have incurred. Time for payment is of the essence.

6. Cancellations and changes

Because Packages are configured to your Order and items are produced or procured to order, your right to cancel or change an Order is limited as follows:

• Before production or procurement of the Goods has begun, you may cancel by written notice, subject to a cancellation/administration charge of 5% of the Price to cover costs already incurred.
• Once production or procurement has begun, the Order is made to order and cannot be cancelled, and no refund is due, save for the limited remedies in sections 10 and 11.
• Changes to a confirmed Order (including specification, quantities, finishes, Property or installation date) are subject to our written agreement and may incur additional charges and revised timelines.

Any cooling-off or cancellation rights you may have under applicable law that cannot be excluded are unaffected by this section.

7. Delivery and installation

We will use reasonable efforts to deliver and install within the indicative timeframe communicated to you (typically around 7–10 days). That period begins on the latest of: confirmation of your Order; our receipt of cleared payment; and our receipt of the property information we require in order to plan the installation, being either photographs and a floorplan of the Property or a completed site visit. All timeframes are estimates only and are not guaranteed; we are not liable for any delay, and a delay does not entitle you to cancel or to compensation.

Delivery, assembly, installation, placement and a final inspection are included for the Property within our standard service area. Deliveries to locations outside that area, or requiring special access, may be subject to additional charges agreed in advance.

Risk in the Goods passes to you on delivery to the Property (or, if installation is included, on completion of installation). Title to the Goods passes to you only once we have received the Price in full.

8. Access and your responsibilities

You are responsible, at your cost, for ensuring that the Property is ready and that we have safe, lawful and unobstructed access to carry out the Services on the scheduled date, including:

• a vacant, clean, dry and completed unit, with building works finished and snagging resolved;
• all necessary building, community and developer approvals, move-in permits, security clearances, gate passes and lift/elevator bookings;
• working utilities (power, water, lighting and air-conditioning) and adequate access routes, lifts and parking;
• accurate information about the Property, access restrictions and delivery windows.

If we cannot deliver or install because access is not available, the Property is not ready, or required permits or information have not been provided, we may reschedule and charge a re-delivery/re-attendance fee and any storage and abortive-visit costs. Rescheduling at your request is free of charge if you give us at least 24 hours' notice; otherwise additional charges may apply.

9. Completion and acceptance

On completion of installation we may ask you or your representative to inspect the Package and sign an acceptance/handover record. We may also document completion by photograph.

If you or your representative are not present at the agreed completion time, or do not raise objections at that time in accordance with section 10, the Package and all Goods are deemed accepted in full and without objection, and our handover record (including photographs) is conclusive evidence of completion and of the condition of the Goods at that time.

10. Defects, claims and remedies

Save for the remedies set out in this section and any rights you have under applicable law that cannot lawfully be excluded, the Goods and Services are provided without warranty.

Defects identified at delivery or installation. You must inspect the Goods on the delivery/installation day. Any shortage, transit damage or visible defect must be noted on the handover record and reported to us in writing, with supporting photographs or video, on the same day. Claims that are not documented and reported on that day are deemed waived.

Defects identified in use. Any claim relating to a defect that becomes apparent in normal use must be made in writing, with supporting evidence, within 30 calendar days of installation. We do not accept claims made after 30 calendar days from installation, regardless of the nature of the alleged defect.

The following are not defects and are excluded from any claim:

• natural variation in materials, including colour, grain, texture, shade, knots, veining and finish, and variation from samples, renders or images;
• subjective dissatisfaction with style, aesthetics or layout;
• fair wear and tear, and any deterioration consistent with normal use over time;
• misuse, neglect, accidental damage, overloading, improper assembly, cleaning, storage or care, exposure to unsuitable conditions, or alteration or repair not carried out by us;
• any damage occurring after risk has passed to you.

We will assess a valid claim within a reasonable time (ordinarily 5 business days of receiving complete information). We may inspect the Goods and may require an assessment by a UAE-registered independent expert; the cost of any such assessment is borne by you and reimbursed only if a manufacturing defect attributable to us is confirmed. Where a claim is upheld, your sole and exclusive remedy is, at our option, repair, replacement with an equivalent item, or a partial or full refund of the affected item.

11. Returns and refunds

We do not offer returns, exchanges or refunds for change of mind or on a discretionary basis. A refund is available only where a claim is upheld under section 10.

Configured, made-to-order, custom and discounted items are non-refundable. Where a refund is due, it will be made using the original payment method, ordinarily within 14 calendar days of the refund being agreed, less any payment-processing or bank charges and less the cost of any Services already provided (including design, delivery, assembly, installation and storage), even where those Services were included in the Price.

12. Third-party items and manufacturer warranties

Items sourced from third-party suppliers (for example certain lighting, mirrors, rugs, textiles, appliances and accessories) carry only the warranty, if any, offered by their original manufacturer or supplier. We pass through the benefit of any such warranty to you where we are able to, but we give no additional warranty in respect of those items, and any claim relating to them is subject to the relevant manufacturer's or supplier's terms, processes and timeframes.

13. Compliance, licensing and the Property

Where a Package is intended to support short-term-rental or holiday-home use, we supply Goods and documentation intended to assist with the applicable furnishing requirements. However, obtaining and maintaining any permit, licence, registration or classification (including any Dubai Department of Economy and Tourism (DET/DTCM) holiday-home permit) is your sole responsibility. We do not guarantee that any permit will be granted, that the Property will be approved, classified or listed, or that any particular standard or inspection outcome will be achieved.

You are solely responsible for compliance with all laws, regulations, community and building rules, tenancy and licensing requirements applicable to you and to the Property, and for any insurance for the Property and its contents. We are not your agent and give no legal, tax, regulatory, investment or letting advice.

14. Intellectual property

All intellectual property rights in our designs, specifications, configurations, drawings, layouts, mood boards, images, content, the Configurator and the portals, and in the alto name and branding, are and remain owned by alto or our licensors. Your Order entitles you to the physical Goods only; it does not transfer or licence any rights in our designs or other intellectual property.

You may not copy, reproduce, adapt, resell as a design, or commercially exploit our designs, specifications or materials, or use our branding, without our prior written consent.

15. Photography and marketing

We and our installation teams may take photographs and video of the Goods and the furnished Property, including during and after installation, for quality control, training, record-keeping and marketing purposes. We may use and publish this material on our website, social media and other marketing channels without further approval and without payment to you.

Material that shows identifiable individuals will be used for marketing only with their consent. If you do not wish images of the furnished Property to be used for marketing, you must tell us in writing before installation.

16. Limitation of liability

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to that, and to the maximum extent permitted by law:

• we are not liable for any indirect, incidental, special or consequential loss, or for any loss of rent, income, profit, anticipated savings, bookings, tenants or guests, void or downtime periods, business interruption, wasted expenditure, or loss of goodwill or reputation, however arising;
• we are not liable for the acts, omissions or default of third parties outside our reasonable control, including payment providers, banks, couriers, suppliers, developers, building or community management, or your failure to provide access, permits or information; and
• our total aggregate liability arising out of or in connection with an Order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total Price actually paid by you for that Order, and where a claim relates to a particular item, to the invoiced value of that item.

Any claim must be brought within the timeframes in section 10 and, in any event, within the period required by applicable law.

17. Indemnity

You will indemnify us against all claims, losses, damages, costs and expenses we incur arising from your breach of these Terms, your misuse of the Goods, your failure to obtain permits or to comply with applicable laws, or any inaccurate information you provide.

18. Force majeure

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including natural disasters, extreme weather, fire, flood, war, civil unrest, terrorism, strikes, epidemics or pandemics, government action or restrictions, utility or infrastructure failure, and supply-chain, manufacturing, shipping or logistics disruption. Affected timeframes are extended accordingly. If such an event continues for more than 60 days, either party may terminate the affected Order, in which case we will refund sums paid for Goods and Services not yet provided, less costs reasonably incurred.

19. Disclaimers

Except as expressly stated in these Terms, and to the maximum extent permitted by law, all other warranties, conditions, representations and terms, whether express or implied by statute, common law or otherwise, are excluded. Our website, Configurator and portals are provided on an 'as available' basis, and we do not warrant that they will be uninterrupted or error-free.

20. Data protection

We process personal data in accordance with our Privacy Policy, which forms part of these Terms. Please review it to understand how we collect and use your information.

21. Changes to these terms

We may amend these Terms at any time by publishing the updated version. The version in force at the date of your Order applies to that Order. By continuing to use our website or to place Orders, you accept the Terms then in force.

22. General

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce any provision is not a waiver of it. You may not assign or transfer your rights without our written consent; we may assign, subcontract or transfer ours. A person who is not a party to these Terms has no right to enforce them. Headings are for convenience only.

23. Governing law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter, are governed by and construed in accordance with the laws of the United Arab Emirates as applied in the Emirate of Dubai. The parties will first seek to resolve any dispute amicably by good-faith negotiation. Failing resolution, the dispute is subject to the exclusive jurisdiction of the courts of Dubai.

24. Contact us

Questions about these Terms or an Order can be sent to hello@altofurnishing.com, or to Alto Turnkey Design Services - FZCO at its registered address above.