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CLIENT POLICIES AND PROCEDURES

Message from the Management

The overall objective of this manual is to describe all customer policies and procedures currently in use at AL URUBA BUSINESS CENTER.

The specific objectives are to provide information about the relationship and responsibilities of the client and AL URUBA BUSINES CENTER operates. For the most part, this will provide general information on topics of concern to most clients – terms and conditions of the lease agreement. In most cases it will also provide a reference as to where to look for more detail on a subject that is of particular interest or concern to the client.

This document is addressed to all AL URUBA BUSINESS CENTER staff and clients.

These policies will be reviewed annually, revised as necessary and approved by the management.

 


Organizational Code of Conduct

AL URUBA BUSINESS CENTER will comply with all applicable laws and regulations and expects all its employees to conduct business in accordance with relevant UAE laws and regulations and to refrain from any illegal, dishonest, or unethical conduct.

AL URUBA BUSINESS CENTER employees have to abide by the rules, policies and procedures prescribed in the Customer Policies Manual as well as all relevant Code of Conduct guidelines.

AL URUBA BUSINESS CENTER will endeavour to provide a safe and healthy work environment that is free of hazards and offer support, wherever possible, for both the employees and clients.

 


Confidentiality

  1. Confidential & privileged information obtained in the course of a client’s tenancy must not be disclosed to persons outside the company or colleagues within. Nor should any information be used to ones gains or benefits of others.
  2. All staff agrees to keep confidential and not to use for any other purpose other than those indicated in the office agreement (or other supporting documentation) any knowledge, data or information obtained.
  3. Paperwork and documents should be kept at the office and details should not be discussed with any person unless they are employed by AL URUBA BUSINESS CENTER.
  4. Information received from other establishments must be respected & not divulged to other members within the company or outside the company without their express permission.
  5. Any information provided on a confidential basis should be treated as such, until it becomes public knowledge or is publicly announced.

 


Our Services

AL URUBA BUSINESS CENTER offers low-cost, high-quality offices with free DEWA, Wi-Fi, centralized air-conditioning, weekly cleaning, and reception services – all included within the value of the annual rent. Access to leased offices is 24/7 and common areas are monitored by CCTV for the security of everyone.

The clients have the privilege to use or consume the following in courtesy of AL URUBA BUSINESS CENTER and expect them to use in a responsible and not excessive manner:

  • Meeting room – Clients may book the meeting room through their customer portal or by scanning the QR codes displayed at the reception areas.
  • Sweets and refreshments such as coffee, tea or water – Sweets are available at the reception areas and refreshments can be requested from the office boys.
  • Colored printer, scanner, and photo-copier – Printers are located at the reception areas.
  • Weekly cleaning – The office boy will clean all offices once a week only.
  • Furniture – Furniture will be provided as per client’s request and upon availability.

Additional and chargeable services:

  • Parking – minimum of 1 year contract
  • Telephone – minimum of 1 year contract

AL URUBA BUSINESS CENTER also offers PRO services like legal and notary services, setup business in Dubai, business visa processing, business license approvals, document translation services, company sponsorship processing, and business visa processing to its clients.



CRM System

With the Government of Dubai’s initiative of digitalization, AL URUBA BUSINESS CENTER opt to minimize the paperwork on all its dealing and therefore adapted a complete ERP system.

AL URUBA BUSINESS CENTER uses the Odoo Customer Relationship Management (CRM) system for managing all of the interactions with its current, past, and potential customers. This system helps the company to organize and centralize the information and documentation of its clients.

AL URUBA BUSINESS CENTER encourages its clients to make use of the system using their customer portal for ease of communication. Clients will receive notification from the email address they have provided the link to the portal, they will be asked to set a password.

The clients can access the following using the customer portal:

  • Sales Orders – Approved quotations
  • Documents – Signed documents using the Odoo Sign App
  • Your Invoices – Tax invoices, status of payment, balances
  • Addresses – To remove or modify the address
  • Connection & Security – Change password, enable two-factor authentication, revoke sessions, delete account
  • Meeting Room Booking – Can book either the meeting room in 7th Floor - 712, 7th Floor - 710 or Mezzanine Floor.

 


Client’s Obligations and Limitations

Obligations

  • The client needs to provide complete documentation such as commercial license of the company, and passport, visa and Emirates ID of all partners, manager and agent listed in the commercial license.
  • The client is only permitted to carry out business in line with their licensing.
  • If any document expires during the tenancy, the client should provide the updated or renewed documents.
  • The client shall acknowledge that the premises have been handed over to them in good condition and at the time of vacating, the client will reinstate the premises to its original condition.
  • The client shall provide prompt written notice of any accident, fire, theft, damage, unsafe condition, needs repairing or other dangerous or hazardous condition related to the leased office or the building.
  • Clients with parking must only park their vehicles on the slot/s designated to them which is stated in the Parking Agreement signed by both parties.
  • Clients must allow checking of offices and talking to staffs whenever there are inspections form the government authorities.
  • Clients should close their own offices. AL URUBA BUSINESS CENTER does not take the responsibility for any lost items. 
  • If a client stays in their office after working hours, they should be responsible of turning off the lights and ACs, and closing the main door. A business center staff will inform them before leaving.

Limitations

  • Clients may only book the meeting room for a maximum of 2 hours a day. Additional hours will be subject to the management’s approval.
  • Clients must not take advantage of and must use / consume responsibly the freebies offered by the business center such as sweets, refreshments, pantry supplies, toilet supplies, printer usage, and furniture.
  • Smoking and drinking alcoholic beverages are not allowed inside the offices or on the entire floor where the business center is located. Only one common balcony on the 7th floor is designated as smoking area.
  • Do not use the business center for any immoral or illegal purposes.
  • Keeping or bringing any dangerous, corrosive, combustible, explosive, radioactive or offensive substances which might damage any premises is not permitted by the company.
  • Children under 12 years old and animals are not allowed inside the business center.
  • Do not abuse or mistreat any persons employed, other tenants within the center or any third party in relation to the leased office.
  • Clients do not have the right to sub-let, transfer, assign or part with the possession of the leased office or any part thereof.
  • Clients should not cause any nuisance, disturbance, annoyance or hazard to the business center personnel, other tenants within the center or any third party in relation to the leased office.
  • The client will have no right to object or take any proceedings whatsoever against the business center in the future. The business center is not responsible for personal items and other belongings of the client.



Payments and Security Deposit

Payments

  • Rent payments shall be made in 1 to 4 installments. In some exceptional cases, 6 payments may be accepted. First installment can be made in cash, current-dated cheque, bank transfer, or card payment (via UTAP). For the remaining installments, the clients shall issue post-dated cheques to the business center.
  • In cases when the cheque issuer is other than those listed in the license, they should also provide their passport, visa and Emirates ID.
  • If the first payment is a CDC, the agreement will only commence once the cheque is cleared and credited to the bank.
  • Payment for parking, telephone, admin, and Ejari fees must be made in full.
  • The client shall shoulder any taxes and/or duties resulting from the agreement.
  • Payment or cheque maturity date reminders will be sent to client’s email 1 week prior or when the cheque is deposited to the bank, and 1 day before so that the client can ensure that there is enough balance on their account.
  • If the client requests to postpone or hold the cheque for depositing, they must inform the management in email (verbal and whatsapp message will not be honored) 8 days before the date of their cheques.

Security Deposit

  • The client should issue undated or post-dated cheque (agreement end date) that will serve as the security deposit.
  • The security deposit will be adjusted towards maintenance of the premises and other outstanding amount as per terms of the contract. If the outstanding amount is more than the deposit, the balance will be claimed from the tenant.
  • The security deposit will be refunded or returned within 30 to 60 days of cancellation or expiration date of the contract.
  • The security deposit must be collected within 90 days after the completion / cancellation of the contract, otherwise, the tenant will lose the right to claim the security deposit back.

 


Returned cheques / Non-payment

  • Clients will be notified on their email when their cheque has bounced and be reminded to settle it immediately.
  • Penalty for every returned cheque for any reason will be 1,000.00 AED. The client shall settle the full amount of the returned cheque along with the penalty within 10 days.
  • In case the client is unable to clear the payment within 10 days, AL URUBA BUSINESS CENTER might stop giving services to the tenant.
  • AL URUBA BUSINESS CENTER has the right to take legal action to recover the amount of bounced / returned cheque and all the charges of the legal proceedings will be charged on the account of the client.

 


Renewal / Non-Renewal

  • If the client decides to renew the tenancy contract, 60 days written notice must be served before the expiration of lease. All payment for the running contract must be completed at least 15 days before the end of lease agreement.
  • If the client decides not to renew the tenancy contract, the client shall inform the management, officially in writing, 60 days prior the lease expiration date. Any notice less than 60 days shall be penalized of the amount equal to their 1 month rental.
  • Annual rent may increase by 5% every renewal with consent by both parties.
  • If the client vacated and returned the office keys past the lease expiration date, the client will be charged for the extra days of occupancy and pay the amount not less than their 1 month rental.
  • In case of non-renewal, the client shall take clearance letter from the business center before vacating the office. The clearance letter must be presented to the receptionist or office boy otherwise they reserve the right to stop or prevent the client to take their items from the office.
  • If the lease agreement expires and the management did not receive 2 months prior notice from the client for renewal or non-renewal of the lease agreement, AL URUBA BUSINESS CENTER reserves the right to open the premises without reference to the client, given that necessary permissions from the concerned authority has been approved.

 


Early Termination

  • Early termination of the tenancy contract is subject to the management’s approval and the client shall request a written approval from Dubai Department of Economic Development (DED) and Real Estate Regulatory Agency (RERA).
  • Subject to the management’s approval, early termination might be possible only after 6 months completion and payment of 2 months rental penalty. In addition, the client should present their new Ejari from different location and updated trade license under the new Ejari.
  • In case of discounted rental under any promotion, if the client terminates the contract before the completion of 12 months, the client, in addition to the early termination charges, shall pay the amount waived off as discount.
  • All rental payment is non-refundable. Only the security deposit will be returned or refunded.
  • The client shall take clearance letter from the business center before vacating the office. The clearance letter must be presented to the receptionist or office boy otherwise they reserve the right to stop or prevent the client to take their items from the office.

 

 

Legalities

  • The client undertakes that he or she is an authorized representative and/or signatory of the company and/or the person entering into the agreement or is otherwise authorized to execute the agreement on their behalf.
  • The client undertakes not to carry out any activity either directly or indirectly which violates any of the laws of the United Arab Emirates.
  • AL URUBA BUSINESS CENTER is not liable or responsible for any violation of this clause by the client and, if necessary, request supporting documentation, prevent access to the facility, cancel the agreement, or take further action if requested to do so by the local authorities.
  • If the client will not be able to process their trade license or other legal documents after signing the agreement, the business center will not be responsible and the client shall still pay the rent as per the agreement.
  • The business center will ensure all clients’ documents are used for the matters related to government and official authorities only.