Service Delivery Policy

How Our Service Delivery Works

1. Confirmation

A service is confirmed only when we issue written confirmation, accept a quotation or proposal, confirm a booking, or receive any required cleared payment.

2. Delivery Methods

Depending on the nature of the service, delivery may take place through one or more of the following methods:

Services may also be delivered at an agreed third-party location where appropriate.

The applicable delivery method will be stated in the quotation, proposal, booking confirmation or other written service confirmation.

3. Delivery Time

The service-specific schedule stated in the written confirmation will apply to the relevant engagement.

Where no schedule has been stated, we will contact the customer to agree an appropriate schedule after receiving all required information and any required payment.

4. Customer Requirements

Successful and timely delivery depends on the customer providing the information and access reasonably required for the service.

This may include:

• Accurate contact information
• Complete service instructions
• Required approvals
• Relevant documents or files
• System or premises access
• Required permits or authorisations
• A safe working environment where applicable

A delay in providing required information, approval or access may affect the delivery date.

Where additional work or costs arise as a result, these will be communicated and confirmed before additional chargeable work is performed.

5. Digital Delivery

Digital deliverables may be provided by:

• Email
• Secure link
• Customer portal
• Cloud or file-sharing service
• Another agreed electronic delivery method

Customers should notify us promptly if access fails or if a delivered file appears incomplete, unavailable or corrupted.

6. On-Site Delivery

For on-site services, the customer must provide safe and timely access to the agreed premises.

Waiting time, denied access, unsafe conditions or an inaccurate service address may require the appointment or service to be rescheduled.

Additional costs may apply where this is stated in the quotation or where the customer is informed and the additional charge is confirmed before it is incurred.

7. Inspection & Service Issues

Customers should inspect the delivered service or deliverable promptly after completion or receipt.

If you believe there is a material issue, please contact us at info@gsservicesgroup.ae and provide:

• Your booking or invoice reference
• A clear description of the issue
• Relevant supporting information where appropriate

We will investigate the matter and, where appropriate, correct the issue, reperform the affected part of the service or apply the terms of our Refund Policy.

8. Delays Outside Our Control

GS Global Services is not responsible for delays caused by circumstances beyond our reasonable control.

These may include:

• Customer delays
• Utility or telecommunications failures
• Government restrictions or regulatory requirements
• Unsafe or unavailable site access
• Third-party supplier failures
• Other events outside our reasonable control

Where reasonably possible, we will notify the customer and work with them to establish a revised delivery schedule.