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Terms of Service

MAK Pools & Gardens LLC

Service Department

Terms of Service

Updated 1st January 2025

Welcome to MAK Pools and Gardens LLC! These Terms of Service ("Terms") govern your use of our services, websites, and products provided by MAK Pools and Gardens LLC (collectively referred to as "Services"). You agree to be bound by these Terms by accessing or using our Services. If you disagree with these Terms, please refrain from using our Services

1. Introduction

MAK Pools & Gardens LLC provides high-quality services and products, including pool solutions, garden landscaping, maintenance, and accessories. Throughout these Terms, “we,” “us,” and “our” refer to MAK Pools and Gardens LLC, and “you” refers to the customer or user of our Services.

2. Use of Services

2.1 Eligibility

You must be at least 18 years old to use our Services.

By accessing our Services, you represent that you meet these eligibility requirements

2.2 Accounts

Some of our Services require account registration. You are responsible for maintaining the confidentiality of your account details.

You agree to provide accurate and up-to-date information.

3. Pool Service  

3.1 Duties on every scheduled service visit

On arrival at your swimming pool, the pool technician shall carry out the following jobs:

·  Test and adjust the chemical properties of the pool water to PHTA* standards, including maintaining pH levels and free chlorine levels.

·  Supply all common pool maintenance chemicals, including chlorine (to sanitize water), pH balancers (to adjust pH levels), and alkalinity increasers, as required to maintain hygienic and balanced pool water conditions.

·  Vacuum the pool floors.

·  Brush the walls to avoid build-up of scum and scale.

·  Clean and clear out debris from the pump baskets and skimmer baskets (if any).

·  Maintain filter pressure to size and type and also backwash/rinse accordingly.

·  Check for any irregularities in the filtration and electrical systems, including cleaning equipment, and attend to minor works after obtaining prior approval when necessary.


When required, we will bring in a sample of your pool water for a 10-point chemical analysis. This will ensure the safety of your pool water is maintained to the safest standards. At any time should we encounter issues with pool clarity, we will carry out additional tests free of charge.


The following will be tested for:

·  Total Chlorine, Combined Chlorine, and Free Chlorine (if any)

·  Sodium Chloride Content (if any)

·  Oxone Concentration (if any)

·  pH level

·  Cyanuric Acid

·  Total Alkalinity

·  Total Dissolved Solids

·  Calcium Hardness


All positive results will be discarded. Action will be taken for those that turn out negative or out of the acceptable ranges set by the PHTA*. The client or authorized person shall be notified by phone/email of their results and of any action we will take well in advance.



* The Pool and Hot Tub Alliance – PHTA (formally known as the Association of Pool & Spa Professionals, or APSP) is an American-based quality control organization representing the pool and spa industry that sets the standards within the industry and ensures that member companies comply with the same, providing you, the client, with the highest quality of products and services.

3.2 Exclusions

·  Maintaining the water level in the swimming pool shall be the client's responsibility. It is essential that only fresh water be used to fill and top up the swimming pool.

·  We take no responsibility for any children and/or pets left unattended at any time whatsoever.

·  Bulbs, rubber parts, o-rings, skimmer baskets, pump baskets, pump seals and bearings, repairs in general due to wear and tear, and any other consumables shall be charged to the client. 

·  If the swimming pool pump needs repairs, it is not due to negligence on our part but because it is a mechanical item that will require repairs occasionally. 

·  It is recommended that a heat/chill pump be serviced every 6 months. This service is charged separately.

·  Should pumping systems and key mechanical elements need to be repaired, the technician will bring the necessary equipment to the workshop and advise what parts and services will be required. Works will be done and completed after written approval from the client. The typical turnaround time for repairs, once approval is received, is 2-5 business days, depending on the complexity of the work and availability of parts.

·  If an electrical or mechanical item is brought to our workshop, a comprehensive all-inclusive quote will be sent to the customer for approval. Inspection charges are waived if the quote is accepted. Repair quotes that are not approved levy an inspection charge of AED250 (+5% VAT), including transportation to the workshop. Return of electrical or mechanical items without repair to be arranged by the client.

·  It is recommended that a sealant is applied over sandstone/natural stone to protect it from flaking and pitting. In the case of salt-chlorinated pools, it is imperative that a sealant is applied, or else the sandstone will be damaged prematurely. A quote for this can be furnished if required.

·  Although not covered by contract, we recommend a bacterial test be carried out once every six months. This service is available at an extra cost of AED 500. The tests carried out include: (a) Total Aerobic Count, (b) E‑Coli, (c) Total Coliforms, (d) Pseudomonas Aeruginosa, (e) Fecal Streptococci.

·  In the unfortunate event of a leak in the structure or plumbing of the swimming pool, we shall not be responsible for the rectification under contract. A quote to have  the pool tested for leaks can be furnished upon request.

·  In the unfortunate event of a flooding, fire, mechanical equipment malfunction or similar, we can not be held responsible for the damages caused.

·  Any minor remedial works that may be necessary and can be carried out during routine maintenance will not be subject to any additional charges. However, any additional labor other than required for routine maintenance, is not included and is subject to an extra fee.

·  Sweeping, mopping, scrubbing, trimming, or any kind of cleaning/alteration to the areas around the pool does not fall under our scope of work. Our services are strictly limited to the water body and its cleanliness. 

·  Cleaning the balance tank and overflow channels does not fall under contract. However, we recommend cleaning it every 6‑8 months - a separate quote for this shall be sent as a recommendation or upon the client's request.

·  Cleaning equipment, such as vacuum hoses, nylon brushes, nets, etc., are charged to the client. You shall be notified when the existing item at the site requires replacement. As these items are available with us, a quote shall follow.

·  Our responsibilities under contract are subject to the swimming pool and pool equipment being in sound and satisfactory condition before the commencement of service. We are not responsible for any repairs resulting from improper or incorrect installation by third parties.

·  Each swimming pool is composed of unique water properties. Elements such as climate, chemical suppliers, and technological change can trigger an imbalance in chemical properties, leading to poor water quality from time to time. While we endeavor to keep this to a minimum, please bear with us should this unfortunate incident occur.

·  Water and electricity are to be provided by the client at no charge. If a job requires the swimming pool to be drained, the client will supply water for refilling the pool. Water charges are the client's responsibility in the event of a pipe leak or flooding.

·  Our scope of work does not cover any civil works or any failure of equipment due to manufacturing defects.

·  We are not responsible for the pump room and any of its mechanical items. Should there be a failure/malfunction, the client shall be responsible for arranging repairs. If a quote is requested, it will be furnished within two working days.

3.3 Reporting Procedures

Our service technicians use an online mobile application to report, log, and capture critical data about your pool, including onsite images. This includes valuable information that allows us to increase our service level, track the status of your pool service agreement, and get in touch with you if we need to carry out additional work.


To minimize miscommunication between the client and our technicians, who may not always be well-versed in English, you are requested to contact the service office directly in order to convey their comments, compliments, and complaints. Any information exchanged between the client and site technicians will not be considered binding.

3.4 Scheduling

Service schedule days are Monday/Thursday, Tuesday/Friday, or Wednesday/Saturday. The specific service days for your pool are determined based on the availability of our technicians in your area and the current service routes. This allows us to optimize schedules efficiently and ensure timely maintenance for all clients.


In any of the following cases, the next visit to the swimming pool by our technician will be on the following* scheduled day:

·  Electrical supply disruption, either directly from DEWA or due to damaged or faulty supply lines that feed the pump room

·  Inability to access the pool due to a locked gate or no one to open the door to the garden for our technician

·  Lack of water in the pool due to evaporation/splashing

·  Weather conditions, acts of God, road closures, government guidance, and/or abnormal and unusual circumstances

·  The pool pump, heater, or any other equipment connected to the filtration system that may have been taken in for repairs, stopping the filtration cycle

The scheduled day for the pool maintenance falls on a public holiday.

*please note, if a scheduled service day is missed/skipped due to any of the reasons mentioned above, there will be no refunds or extensions to service periods provided.

4. Garden Service 

Our dedicated garden service program is designed to ensure your garden looks its best all year round. These are the specific tasks we carry out:

4.1 On a weekly basis

·  Hedge trimming and shrub pruning to keep plants healthy and neat

·  Prune trees to shape (max. height of 3m)

·  Weeding of planting beds and potted vegetation

·  Monitoring of pests and diseases

·  Manually water potted and hanging plants

·  Sweep all patios (interlock & tiles)


4.2 On a monthly basis or when necessary

·  Spray herbicide on interlock to control weeds

·  Spraying of pesticides as a preventative measure

·  Check irrigation system


4.3 Per season (during March and October)

·  Fertilizing planting areas as well as all potted plants and trees

·  Flush the irrigation system and reset the automated timer according to seasonal watering requirements. Clean blocked sprinklers, nozzles, and drippers. However, should the system require replacement parts, you will be informed, and a quotation will be presented for your approval before work commences

·  Transplant of small to medium-sized shrubs to more suitable positions when necessary

·  Repot existing potted plants to bigger containers (drainage stone and potting soil not included)

·  Supply and plant seasonal flowers if required and subject to availability; charged separately

4.4 Additional Notes

·  We shall visit your site twice weekly.

·  Daily watering is to be carried out by the client; we recommend an automated irrigation system be installed.

·  It is the responsibility of the client to ensure the irrigation system functions correctly. If, for any reason, the irrigation system does not function or malfunctions, please inform us as soon as possible.

·  Removal of dog feces does not fall under our scope; kindly make necessary arrangements for the same.

·  Fruit trees and vegetable gardens are personal, and therefore, we will not maintain these areas.

·  Should you require additional plants, flowers, or trees, they shall be provided and planted at an extra cost.

·  Plants damaged by vandalism, animals, or force majeure shall be replaced at an extra cost to the client if required.

·  Trees larger than 3m in height that require cutting and pruning will be quoted for and charged accordingly.

·  The contract does not cover the disposal of green waste, which will result from seasonal trimming, pruning, and cutting of green/unripe fruits. AED 500/trip will be charged for the transportation and disposal of green waste.

·  Plants are living organisms; even the best-looking gardens experience problems such as insects, pests, disease, rot, infection, and airborne pathogens. We try and minimize these unwanted incidents. However, in the unfortunate event of a disease, please be patient while we try and eliminate the problem. Please note that we shall not be held responsible for any loss under any and all circumstances.

·  As a company, we strive to be ‘green’. We propose to our clients to use organic slow-release fertilizers & herbal pesticides and only use chemicals when necessary and in small quantities.

·  Any minor remedial works that may be necessary and can be carried out during the time of routine maintenance will not be subject to any additional charges. However, any additional labor and parts other than those required for routine maintenance are not included and are subject to an extra charge.

·  Our scope of work does not cover any civil works, nor any failure of equipment due to manufacturing defects unless these are covered by an existing warranty or maintenance period related to us having installed the irrigation system and/or specific item.

·  We shall provide our own equipment and supplies for caring for your garden; however, a garden hose connected to a water supply point is to be provided by the client.

·  Water and electricity are to be provided by the client at no charge to us.

·  Cleaning, mopping, scrubbing, pressure washing or any kind of cleaning to the areas other than the garden area does not fall under our scope of work. Our services are strictly limited to green areas.

·  We kindly ask that you keep your dogs locked away from the maintenance crew for the duration of our site visit.

·  We take no responsibility for any children and/or pets left unattended at any time when the maintenance crew is onsite.

·  Our responsibilities under contract are subject to the garden being in sound and satisfactory condition prior to the commencement of service. We are not responsible for any repairs resulting from improper or incorrect installation by third parties.

·  A complete inspection of the garden will be done prior to us taking over the garden service. 

Clients are requested to contact the office directly in order to convey comments and complaints, rather than entering into discussions with the maintenance crew.


4.5 Rescheduling

In any of the following cases, the next visit by our team will be on the next scheduled service day:

·  Electrical supply disruption, either directly from DEWA or due to damaged or faulty supply lines that feed the hose

·  Inability to access the garden due to a locked gate or no one to open the door to the garden for our team

The scheduled day for the garden maintenance falls on a public holiday


4.6 Reporting Procedures

Our service technicians use an online mobile application to report, log, and capture critical data about your garden, including onsite images. This includes useful information that allows us to increase our service level, track the status of your garden service agreement, and also get in touch with you in case we need to carry out additional work.


To minimize miscommunication between the client and our technicians, who may not always be well-versed in English, you are requested to contact the service office directly in order to convey their comments, compliments, and complaints. Any information exchanged between the client and site technicians will not be considered binding.

5. Payments and Pricing

·  All pricing for Services and products is displayed in the local currency (AED).

·  All prices on service agreements are monthly charges.

·  All prices are exclusive of any government-imposed taxes.

·  Invoices will be raised within five business days of the new billing cycle

·  Unless canceled, this service agreement is automatically renewed at the beginning of each billing cycle. Either party may cancel this agreement any time, giving the opposite party a 1‑day notice period. Refunds for unused services shall be provided within 10 working days from the last day of service. Bank fees and Credit Card charges are nonrefundable. 

·  Continuing our service is strictly subject to the payment terms being complied with. Service shall be temporarily suspended if payment is overdue. We shall bear no responsibility whatsoever for any equipment damage nor any harm caused to any of the tenants/swimmers due to a chemical imbalance during this suspension period.

6. Warranties and Liabilities

6.1 General Warranties

MAK Pools and Gardens LLC strives to deliver quality services and products. However, all services are provided "as is" without warranties of any kind unless expressly stated otherwise.


6.2 Limitation of Liability

·  We are not liable for damages caused by misuse of our products or services.

·  Our liability is limited to the amount paid by you for the specific service or product.

·  We are not responsible for delays or failure in performance due to events beyond our control (force majeure).

7. Privacy Policy

Your use of our Services is also governed by our Privacy Policy, which explains how we collect, use, and protect your data. By using our Services, you agree to the terms of the Privacy Policy.

8. Amendments

We may update or modify these Terms at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review these Terms periodically. Continued use of our Services constitutes acceptance of the updated Terms.

9. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the United Arab Emirates (UAE). Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the UAE courts.

10. Contact Us

For any questions or concerns about these Terms of Service, please contact us:

·  Website : www.makpools.com

· Email :service@makpools.com

·  Phone :800 625