Welcome to Tasleeh (“Platform,” “we,” “us,” or “our”). These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“User,” “Customer,” “you,” or “your”) and Fidelity General Trading & Contracting (“Company,” “we,” “us,” or “our”), a company registered in the State of Kuwait having its registered office at Office 2, Floor-10, Kharafi Tower, Hamad Al Saqer St, Block 14 Qibla, Kuwait. By downloading, installing, accessing, or using the Tasleeh mobile application, web application, or any related services (collectively, the “Services”), you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Services. 1. INTRODUCTION & ACCEPTANCE OF TERMS 1.1 Acceptance of Terms You acknowledge that you have read, understood, and agree to be bound by these Terms, including our Privacy Policy available at https://tasleeh.com/privacy/. By using the Services, you expressly consent to all terms herein. 1.2 Age Requirement You must be at least 18 years old to create an account and use the Services. By creating an account, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into these Terms. 1.3 Modification of Terms We reserve the right to modify these Terms at any time, in our sole discretion. We will notify you of material changes by posting the updated Terms on the Platform and sending you a notification via email or in-app notification. Your continued use of the Services following such modifications constitutes your acceptance of the updated Terms. 1.4 Language These Terms are provided in English and Arabic. In the event of any conflict or inconsistency between the English and Arabic versions, the English version shall prevail. 2. DEFINITIONS & INTERPRETATION 2.1 Definitions In these Terms, unless the context otherwise requires, the following expressions have the following meanings: • “Account” means your registered account with the Platform, whether Personal or Company. • “Assessment” means a preliminary evaluation service conducted by a Service Provider at a Customer’s property to assess requirements and prepare a proposal. • “Self-Paid Service Call” means a one-time, on-demand service request that is not covered under an existing Contract. • “Company Account” means an account registered by a business entity, property management company, or organization, which may have multiple authorized users. • “Contract” means a service agreement between a Customer and Service Provider for recurring maintenance services, as facilitated through the Platform. • “Contract Services” means maintenance services provided under an active Contract. • “Content” means any text, graphics, images, audio, video, software, data, or other materials. • “Customer” means any User who requests Services through the Platform. • “HVAC” means Heating, Ventilation, and Air Conditioning services. • “Personal Account” means an individual User account registered by a natural person for personal use. • “Platform” means the Tasleeh mobile application, web application, and all related online services. • “Privacy Policy” means the Company’s privacy policy governing the collection, use, and disclosure of personal data, available at https://tasleeh.com/privacy/. • “Proposal” means a formal quotation for services presented following an Assessment. • “Tasleeh Services” means HVAC, plumbing, and electrical maintenance services provided directly by Fidelity General Trading & Contracting through the Platform. • “Third-Party Services” means any other maintenance or related services provided by independent Service Providers through the Platform. • “Service Provider” means an independent contractor or service company that provides maintenance services through the Platform. • “User” means any person or entity that accesses or uses the Platform. • “User Content” means any Content, data, information, or materials that you submit, upload, post, or transmit through the Platform. 3. SERVICE DESCRIPTION 3.1 Platform Purpose Tasleeh operates a digital platform through which: certain services, including HVAC, plumbing, and electrical services, are provided directly by Tasleeh Services and other services may be provided by Third-Party Services. The responsible service provider will be identified at the time of booking or service request. 3.2 Service Types The Platform facilitates access to the following service categories: HVAC Services: Installation, repair, and maintenance of air conditioning, ventilation, heating systems, and related climate control infrastructure. Plumbing Services: Installation, repair, and maintenance of pipes, fixtures, water heaters, drainage systems, and related plumbing infrastructure. Electrical Services: Installation, repair, and maintenance of electrical systems, fixtures, wiring, lighting, and related electrical infrastructure. 3.3 Request Types Customers may request services through the following mechanisms: Self-Paid Service Call: One-time, on-demand service requests for immediate or scheduled maintenance needs. Self-paid service calls are billed individually upon service completion. Contract Services: Recurring maintenance services provided under an active Contract agreement. Contract Services are typically billed on a periodic basis (e.g., monthly, quarterly, annually). Assessments: Preliminary property evaluations conducted to determine scope, requirements, and pricing for potential Contracts or complex services. 3.4 Service Availability Services are available to Customers located in our serving areas within Kuwait and other GCC regions as specified on the Platform. Service availability may vary by location, service type, and Service Provider capacity. We reserve the right to modify, suspend, or discontinue any aspect of the Services at any time without prior notice. 4. USER ACCOUNTS & REGISTRATION 4.1 Account Types The Platform supports two types of accounts: 4.1.1 Personal Accounts Personal Accounts are for individual Users requesting services for personal use. Account holders must be natural persons at least 18 years old. 4.1.2 Company Accounts Company Accounts are for business entities, property management companies, and organizations. Features include: • Multiple authorized Users under a single Company Account • Property manager roles with additional permissions • Company approval workflows for service requests and contracts • Centralized billing and invoice management • Ability to manage multiple properties and locations 4.2 Registration Requirements To create an Account, you must: • Provide accurate, current, and complete information during registration • Maintain and update your account information to keep it accurate, current, and complete • Choose a secure password and maintain its confidentiality • Accept these Terms and the Privacy Policy For Company Accounts, the registering individual warrants that they have authority to bind the company to these Terms. 4.3 Account Security You are solely responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account. You must notify us immediately if you suspect any unauthorized use of your Account or any other security breach. We reserve the right to refuse service, terminate Accounts, or cancel transactions at our sole discretion. 4.4 Account Verification We may require verification of your identity, business credentials, or other information before activating or maintaining your Account. Verification methods may include: • OTP (One-Time Password) verification via email or SMS • Government-issued ID verification • Commercial license verification for Company Accounts • Address verification through utility bills or other documentation 4.5 Biometric Authentication The Platform offers optional biometric authentication (fingerprint, Face ID) for convenience. By enabling biometric authentication: • You consent to the use of biometric data for authentication purposes • Your biometric data is stored locally on your device and is never transmitted to our servers or shared with third parties • You remain responsible for all activities authenticated through your biometric credentials • You acknowledge that biometric authentication provides convenient access but does not alter your security obligations 4.6 Account Suspension & Termination We reserve the right to suspend or terminate your Account: • Immediately for violations of these Terms • After notice for any other reason at our sole discretion • If you provide false or misleading information • If you engage in fraudulent or illegal activities • If your Account remains inactive for an extended period Upon termination, your right to use the Services ceases immediately, and we may delete your account data in accordance with our Privacy Policy. 5. USER OBLIGATIONS & CONDUCT 5.1 Property Access & Safety For service delivery, Customers must: • Provide safe legal access to the property where services will be performed • Clear the work area of obstructions and hazards • Ensure that an authorized person (18 years or older) is present during service delivery, unless otherwise agreed • Provide accurate information about property conditions, hazards, or special requirements 5.2 Accurate Information You must provide accurate, truthful, and complete information when: • Registering your Account • Requesting services • Describing the service issue or requirement • Scheduling appointments • Providing feedback or complaints 5.3 Payment Obligations You agree to: • Pay all applicable fees for services rendered through the Platform • Provide valid payment information • Honor payment terms for invoices, including due dates • Pay for services actually performed, even if results differ from expectations 5.4 Prohibited Activities You must not engage in any of the following activities: • Using the Platform for any illegal or unauthorized purpose • Impersonating any person or entity or misrepresenting your affiliation • Interfering with or disrupting the Platform or servers • Attempting to gain unauthorized access to any part of the Platform • Engaging in fraudulent transactions, including chargeback fraud • Harassing, abusing, or harming Service Providers or our staff • Reverse engineering, decompiling, or disassembling any aspect of the Platform • Using automated systems (bots, scrapers) to access the Platform without authorization • Violating any applicable laws or regulations 5.5 Communication Standards You agree to communicate respectfully with Service Providers and our staff. We reserve the right to suspend Accounts for abusive, threatening, or harassing behavior. 6. SERVICES & TRANSACTIONS 6.1 Service Request Workflow The service request process typically involves: • Service Selection: Customer selects service category and provides details about the issue or requirement • Property Selection: Customer selects the service address from their saved properties or adds a new property • Scheduling: Customer chooses preferred date and time for service delivery • Confirmation: Customer reviews and submits the service request • Service Delivery: Depending on the service category, the Platform may assign either Tasleeh personnel (for Tasleeh Services) or an independent third-party Service Provider (for Third-Party Services). (assignment may be automated or manual) • Completion: Customer confirms completion and may provide feedback 6.2 Service Level Agreements (SLA) For certain Contract Services, response times and service standards may be specified. 6.3 Service Scheduling • Customers may request a preferred service time for Self-Paid Service Requests, subject to availability. • Contract customers are not required to select a specific service time; our technicians and service providers will attend within the agreed Service Level Agreement (SLA). • Customers are responsible for providing accurate and up-to-date contact information to ensure successful scheduling and communication. • Missed appointments or failure to be available at the scheduled time may result in cancellation fees or rescheduling charges. 6.4 Rescheduling & Cancellations 6.4.1 Customer Cancellations • Customers may cancel service requests with appropriate notice only until the technician has marked the job as “On My Way.” Once the technician is en route, cancellations will no longer be permitted. • Repeated cancellations may result in account restrictions 6.4.2 Service Provider Cancellations • Service Providers may cancel due to unforeseen circumstances • We will attempt to assign alternative Service Providers when possible • We are not liable for Service Provider cancellations or resulting delays 6.5 After-Hours & Emergency Services • Some Service may offer emergency or after-hours services • Emergency services may incur additional charges • Availability varies by location and Services 7. PAYMENT TERMS 7.1 Payment Processing We facilitate payments through Tap Payments, a licensed payment processor in Kuwait and the GCC region. By using the Services, you agree to Tap Payments’ terms and conditions. 7.2 Payment Methods Accepted payment methods include: • Credit Cards (Visa, Mastercard, American Express) • Debit Cards • KNET (Kuwait) • Other payment methods as specified on the Platform 7.3 Pricing & Fees • Self-Paid Service Calls: Billed for applicable service fees & spare parts fee. • Contract Services: Billed according to the Contract terms (periodic billing, milestone billing, etc.) • Assessments: May be free, complimentary, or paid depending on Service type. • Platform Fees: We may charge transaction fees, service fees, or convenience fees, which will be disclosed before payment 7.4 Invoicing • Invoices are generated upon service completion or according to Contract terms • Invoices are available through the Platform • Customers may receive invoice notifications via email or in-app notification • Invoice details include: service description, charges, taxes, payment status, and due date 7.5 Payment Processing • Payment authorization occurs when you confirm payment through the Platform • You authorize us to charge your selected payment method for the invoice amount • For recurring Contract Services, you authorize automatic charging according to billing terms • Payment processing is secure and uses tokenization (Tap Payments does not store your full card details) 7.6 Bulk Payments For Customers with multiple invoices, bulk payment functionality may be available. This allows: • Selecting multiple invoices for single payment processing • Streamlined payment management for Company Accounts • Consolidated transaction records 7.7 Payment Failure If payment fails due to: • Expired card: You must update payment information promptly • Technical issues: We will work with you to resolve payment processing problems Repeated payment failures may result in service suspension or Account termination. 8. CONTRACTS & PROPOSALS 8.1 Assessment Process • Assessments are preliminary evaluations conducted by Tasleeh • Assessments may be complimentary, paid, or require a deposit depending on scope • Assessment results are provided as Proposals for Customer review 8.2 Proposals • Proposals include scope of work, pricing, schedule, and Contract terms • Customers may request modifications before acceptance • Proposal acceptance constitutes agreement to Contract terms 8.3 Contract Approval Workflow For any contract request, we follow the following procedures: • Assessment: Assesses property requirements • Proposal: Submits Proposal with terms • Client Approval: Authorized Company Account representative approvals • Activation: Contract becomes active upon final approval 8.4 Contract Terms Contract terms may include: • Service frequency (weekly, monthly, quarterly, annually) • Response time commitments (SLA) • Pricing structure (fixed rate, per-visit, etc.) • Contract duration and renewal terms • Cancellation and termination provisions • Scope of inclusions and exclusions 8.5 Contract Amendments • Contracts may be amended by mutual agreement • Amendment requests may be initiated by Customers. • Significant amendments may require Proposal revision and re-approval • Price changes require Customer notification and consent 8.6 Contract Termination 8.6.1 By Customer • Early termination may incur cancellation fees • Prepaid services may be prorated and refunded 8.6.2 By Service Provider • Service Providers may terminate for cause (non-payment, property access issues, etc.) • Service Providers must provide notice as specified in Contract terms 9. DATA PRIVACY & SECURITY 9.1 Privacy Policy: Your use of the Services is also governed by our Privacy Policy, which explains how we collect, use, store, and protect your personal information. Please review the Privacy Policy carefully. 9.2 Location Data: We collect and process location data for service address accuracy and scheduling. You may share your current GPS location or drop a pin on a map—sharing your current location is optional. Location data is used for: service delivery, routing Service Providers, and geographic availability. Location data is retained according to our Privacy Policy. 9.3 Biometric Data: If enabled, biometric authentication data (fingerprint, Face ID) is stored locally on your device. Biometric data is never transmitted to our servers or shared with third parties. Local storage means your biometric data remains on your device. 9.4 Payment Data: Payment information is processed securely through Tap Payments. Card details are not stored on our servers. Tap Payments uses tokenization to process transactions securely. We store payment tokens for recurring billing purposes only when authorized. 9.5 User Content: You may upload photos, videos, or other content for service documentation. You retain ownership of User Content you upload. By uploading content, you grant us a license to use it for service delivery purposes. Do not upload content that infringes third-party rights or contains confidential information. 9.6 Data Security: We implement reasonable security measures to protect your information, including encryption for data transmission, secure authentication mechanisms, access controls, and regular security assessments. However, no method of data transmission or storage is completely secure. You provide information at your own risk. 10. INTELLECTUAL PROPERTY RIGHTS 10.1 Platform Ownership: The Platform, including all Content, features, functionality, and intellectual property, is owned by Fidelity General Trading & Contracting and is protected by copyright, trademark, and other laws. 10.2 Limited License: We grant you a limited, non-exclusive, non-transferable license to: use the Platform for personal or business purposes in accordance with these Terms; download and use the mobile app on devices you own or control; access and display the Platform through a web browser. This license does not include: right to sublicense, transfer, or assign the license; right to reverse engineer or derive source code; right to use the Platform for competitive purposes. 10.3 User Content Ownership: You retain ownership of User Content you submit through the Platform. However: you grant us a worldwide, royalty-free license to use, reproduce, and display User Content for service delivery, platform improvement, and legal compliance; you represent that you own or have permission to upload User Content; we are not responsible for User Content posted by you or other Users. 10.4 Trademarks: “Tasleeh,” and related logos, names, and marks are trademarks of Fidelity General Trading & Contracting. You may not use our trademarks without prior written permission. 10.5 Service Provider Listings: Service Provider profiles, ratings, and listings are part of the Platform. We do not endorse any specific Service Provider. Service Provider ratings and reviews reflect User opinions only. 11. THIRD-PARTY SERVICES 11.1 Google Services: The Platform integrates with Google services including: Google Maps (for location services, mapping, and routing), Google Authentication (for Google Sign-In functionality), and Firebase (for push notifications and analytics). Your use of Google services is governed by Google’s terms and policies. 11.2 Tap Payments: Payment processing is provided by Tap Payments. Your use of Tap Payments is governed by their terms of service. Tap Payments is a licensed payment processor in Kuwait and the GCC region. 11.3 Other Third Parties: The Platform may integrate with other third-party services. Each integration is subject to that third party’s terms and conditions. 11.4 Third-Party Links: The Platform may contain links to third-party websites. We do not control these sites and are not responsible for their content or practices. 12. MODIFICATIONS TO TERMS We reserve the right to modify these Terms at any time and for any reason. We will provide notice of material changes through: • In-app notifications • Email notifications • Posting on the Platform Your continued use of the Services following notice of changes constitutes acceptance of the modified Terms. 13. CONTACT INFORMATION For questions, concerns, or legal notices regarding these Terms, please contact: Fidelity General Trading & Contracting Address: Office 2, Floor-10, Kharafi Tower, Hamad Al Saqer St, Block 14 Qibla, Kuwait Email: info@tasleeh.com Phone: 1800073 Website: www.tasleeh.com 14. ARABIC TRANSLATION CLAUSE An Arabic translation of these Terms is available upon request and may be provided through the Platform. In the event of any conflict or inconsistency between the English and Arabic versions, the English version shall govern and control. ACKNOWLEDGMENT By creating an Account or using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.