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FullFlat Co LLC Operational Policy
1. General Provisions
1.1. This policy defines the rules of interaction between clients and FullFlat Co LLC — a legal entity registered in the UAE (TRN: 104069318400003, address: Shams Business Center, Sharjah, Media City Free Zone), operating through the website fullflat.com, WhatsApp, phone, and other official communication channels.
1.2. FullFlat Co LLC provides services to clients in two formats:
– Sale of furniture and interior items through an online platform with product selection and online payment options;
– Comprehensive furnishing of premises with standard or custom collections on a turnkey basis, including selection, approval of the composition, delivery, assembly, and installation. Additional services (e.g., cleaning) are available upon prior agreement.
1.3. The terms of this policy apply to all orders regardless of the order method, payment method, client's citizenship, or location.
1.4. Placing an order signifies the client’s full and unconditional acceptance of this policy and constitutes a legally binding agreement between the parties.
2. Order Placement
2.1. Orders via the Website
The client independently adds items to the cart and places the order through the website interface. Once payment is completed, the order is automatically confirmed and considered accepted for processing.
2.2. Orders via Customer Support
The client may place an order via WhatsApp or phone. A FullFlat manager will prepare a personalized invoice that includes:
– a list of all items with specifications (size, material, color, finish, etc.);
– images of each product;
– the total cost, including delivery and, if applicable, installation.
The order is considered accepted upon confirmation of the invoice and receipt of full payment.
2.3. Consultations, Samples, and Measurements
By appointment, the client may arrange a one-on-one meeting with a FullFlat representative to review samples of fabrics, finishes, and materials. During this meeting, the representative may also perform measurements necessary for the production and installation of the order.
Measurement results are used exclusively for FullFlat’s internal purposes and are not shared with the client.
2.4. Order Cancellation Before Fulfillment Begins
After confirmation and payment, the client may cancel the order up until the moment it is handed over for production, packing, or logistics.
In case of cancellation, a 5% fee of the total order amount will be withheld.
If the order has already been sent for fulfillment, cancellation is not possible and payment is non-refundable. Exceptions may be granted at FullFlat’s discretion on a case-by-case basis.
3. Payment
3.1. Payment via Website
The client may pay for the order using a bank card through the payment interface on the website or via a personalized link provided by a FullFlat support representative (e.g., via WhatsApp or email).
The payment is considered completed once the transaction is automatically confirmed by the payment service. After successful payment, the order receives the status "Paid" and is sent for processing.
3.2. Bank Transfer Payment
Clients placing orders through customer support may pay via direct bank transfer to FullFlat Co LLC’s account.
It is mandatory to include the invoice number in the payment reference and to send proof of payment to the support team.
The order will only be processed after the full amount has been received in the company’s account.
Bank details:
Beneficiary: FullFlat Co LLC
IBAN: AE600860000009821625544
SWIFT: WIOBAEADXXX
Account No.: 9821625544
Account currency: AED
3.3. Cryptocurrency Payment
Upon request, clients may pay using cryptocurrency. A FullFlat representative will provide the wallet address, a list of supported currencies, and detailed instructions.
Before transferring the full amount, it is recommended to send a test payment equivalent to USD 10. After confirmation of receipt by the manager, the client may transfer the remaining amount.
Order processing begins only after full receipt of the total invoice value.
The client is fully responsible for ensuring the accuracy of all payment details (wallet address, network, currency, etc.). In case of an error, funds are non-refundable, and resolution is solely the client’s responsibility.
3.4. Alternative Payment Methods
Other payment methods (e.g., cash or third-party payment services) are only available upon prior written agreement with a FullFlat representative. Such options are considered exceptions and are evaluated on a case-by-case basis.
4. Delivery
4.1. Delivery Timeframe
For standard orders, delivery is carried out within 1–10 business days after full payment is received.
Timeframes for custom or personalized orders are determined separately and agreed upon with the manager before fulfillment begins.
4.2. Delivery Hours
Deliveries are made between 12:00 PM and 7:00 PM, excluding Sundays and official public holidays.
4.3. Delivery Areas
– Delivery within Dubai and Sharjah is included in the order cost.
– Delivery to other Emirates is available at an agreed rate and charged separately.
4.4. Included Services
The standard service includes:
– transportation of furniture;
– professional assembly and installation;
– placement of decorative elements and accessories;
– final inspection of the premises to ensure compliance with the order.
4.5. Access to the Property
The client is responsible for ensuring unobstructed access to the premises at the agreed delivery time, including:
– notifying building security or the property management company in advance;
– arranging necessary permits for entry, elevator use, or unloading.
If access is denied due to the client’s fault, the delivery is considered unsuccessful. A rescheduled visit may be arranged for an additional fee according to company rates.
4.6. Partial Delivery
For large or complex orders, phased delivery may be arranged. The terms and schedule for such deliveries are coordinated individually.
4.7. Delivery Confirmation and Rescheduling
Prior to the delivery date, the client will receive confirmation of the delivery date, an approximate time window, and the contact details of the delivery team.
If necessary, the client may reschedule delivery at no extra cost, provided that customer support is notified at least 24 hours before the agreed time.
Rescheduling without prior notice or failure to provide access is subject to the terms outlined in section 4.5.
5. Unpacking and Installation
5.1. Furniture installation is carried out by the FullFlat team using their own equipment and professional tools.
5.2. Before assembly begins, all furniture is unpacked and visually inspected for integrity, visible damage, and compliance with the order specifications. The inspection is performed either in the presence of the client or independently, depending on the agreed delivery terms.
5.3. The installation team carries out photo and video recording of the items before and after installation, as well as the installation process itself. These materials are used for quality control, service confirmation, employee training, protecting the client’s interests, and advertising purposes without requiring additional approval from the customer.
All photos and videos taken during the installation process may be used by FullFlat for internal purposes, including publication on the website, social media, presentations, and marketing materials, provided that applicable laws are followed and client rights are not violated.
Images containing personal data, identifiable individuals, or private life elements will not be published without the client’s explicit consent.
5.4. The placement of furniture and décor is agreed with the client in advance — during order placement or delivery preparation. If no specific placement instructions are provided, the team installs items at their discretion, guided by ergonomic principles and spatial logic.
5.5. After assembly and arrangement are complete, the team performs a final inspection of the space to ensure the order has been fulfilled and is ready for handover.
6. Acceptance of Completed Work
6.1. Upon completion of installation, the client or their authorized representative has the right to be present at the site and sign an Acceptance Certificate confirming the order's compliance, the quality of work, and the absence of any claims.
6.2. If the client or their representative is not present at the time of completion, the acceptance is considered to have taken place in full, and all products and services are deemed accepted without objections.
6.3. The client assumes all risks associated with failure to inspect the results, including visible defects, hidden flaws, and performance issues.
6.4. The Acceptance Certificate is considered unilaterally signed and holds legal force.
6.5. Any subsequent claims will be reviewed only in accordance with the complaint submission procedure (see Section 7).
7. Claims and Complaints
7.1. Defects Identified During Delivery and Installation
• It is mandatory for the client to inspect the products on the day of delivery and installation.
• If any damage is discovered, the client must:
– document the defect with photos and/or videos (including the product, packaging, and installation site);
– send the materials to customer support no later than the day of installation.
• Claims submitted after the deadline or without proper documentation will not be reviewed.
• If the client or their representative is absent at the time of installation completion (see Section 6.2), it is assumed that the visual inspection was completed unilaterally and acceptance was made without objections.
7.2. Defects Identified During Use
• Claims regarding hidden defects not detected during delivery and installation may be submitted within 30 calendar days from the date of installation.
• Based on an internal review, FullFlat will issue an official decision to accept or reject the claim.
• If the client disagrees with the company’s decision, they may commission an independent expert evaluation at their own expense.
• The expert assessment will be considered valid if:
– it is conducted by a certified expert or organization registered in the UAE;
– it includes a substantiated conclusion confirming a manufacturing defect;
– it is supported by photo and video documentation.
• If a manufacturing defect is confirmed through the expert evaluation, FullFlat will forward the report to the furniture manufacturer. The cost of the assessment will be reimbursed to the client by the manufacturer.
• After 30 calendar days from installation, no claims will be accepted, regardless of the nature of the defect.
7.3. Claims Not Subject to Compensation
FullFlat reserves the right to reject claims related to:
• acceptable variations in texture, color, shade, size, or finish of natural materials (wood, stone, fabric, etc.);
• subjective perceptions of style, density, pattern, or visual characteristics of the product;
• consequences of improper use, storage, or usage not in accordance with the product's intended purpose.
7.4. Complaint Review Procedure
• Complaints are reviewed within 5 business days from the receipt of the complete set of information (including photo/video documentation, problem description, and order or invoice number).
• If necessary, FullFlat may request additional information or arrange an on-site inspection.
• Based on the review, the client will receive an official response with one of the following outcomes:
– correction of the defect at the company’s expense;
– replacement of the item or its part;
– partial or full refund;
– reasoned refusal to satisfy the claim.
• If the claim is denied, the client may be offered the option to have the issue resolved at their own expense, based on FullFlat's current rates and technical feasibility.
8. Returns
8.1. Return Conditions
Refunds or product replacements are only possible following a successful claim resolution in accordance with Section 7.
8.2. Forms of Compensation
Depending on the nature of the defect and FullFlat’s decision, the client may be offered:
• correction of defects at the company’s expense;
• partial refund;
• full refund of the product cost;
• replacement with a similar or equivalent item.
8.3. Financial Terms of Refund
• Refunds are issued using the same payment method originally used.
• The refund period is up to 14 calendar days from the date of official confirmation.
• The following amounts will be deducted from the refund:
– payment system and bank fees;
– the cost of services already provided (delivery, assembly, installation, storage, etc.), even if previously included in the total invoice.
8.4. Refunds After Rejected Claims
If a claim is deemed invalid, FullFlat may offer to correct the issue at the client’s expense, based on current rates and subject to technical feasibility. The company is not obligated to provide this service.
8.5. Limitations
Refunds are not applicable to:
• products made to order or individually assembled (“made to order”);
• discounted items, sale items, or those marked “final sale.”
9. Force Majeure and Third-Party Liability
9.1. Force Majeure
FullFlat is released from liability for full or partial non-performance of obligations if such failure results from force majeure circumstances that arise after the agreement is concluded and are beyond the company’s reasonable control.
Force majeure events include, but are not limited to:
– natural disasters and environmental catastrophes;
– acts of war, terrorism, or civil unrest;
– strikes, blockades, epidemics, or states of emergency;
– government actions that impose bans, restrictions, or delays;
– logistics disruptions caused by external factors.
In the event of such circumstances, all deadlines are automatically extended for the duration of the relevant conditions. If the force majeure persists for more than 60 calendar days, either party may initiate termination of the agreement without penalties.
9.2. Third-Party Liability
FullFlat is not liable for the actions or inactions of third parties involved in fulfilling the order if such parties operate independently and outside the company’s control. This includes, but is not limited to:
– disruptions on the part of payment systems, banks, or processing platforms;
– actions of logistics or courier services not affiliated with FullFlat;
– actions or failures of residential building management companies that restrict site access;
– inability to fulfill obligations due to the client’s failure to provide or approve necessary information (including site access, permits, time windows, etc.).
The company commits to taking reasonable steps to resolve situations caused by third-party faults but bears no legal responsibility for consequences resulting from their actions.
9.3. Limitation of Liability
FullFlat Co LLC shall not be liable for any indirect, incidental, or unforeseen losses arising from the execution or non-execution of order-related obligations, including but not limited to:
– lost profits;
– unrealized revenue;
– business or site downtime;
– loss of tenants, clients, or reputational damage;
– expenses incurred by the client due to delays, product defects, or missed deadlines, whether caused by FullFlat or third parties.
In all cases, FullFlat’s liability is limited to the actual value of the disputed item as stated in the confirmed invoice.
10. Final Provisions
10.1. This policy is effective in the version published on FullFlat’s official resources, including the website and other communication channels. The company reserves the right to amend the policy without prior notice. The updated version comes into effect upon publication, unless stated otherwise.
10.2. All matters not covered by this policy are governed by the applicable laws of the United Arab Emirates.
10.3. If any provision of this policy is deemed invalid or unenforceable, it shall not affect the legal force of the remaining provisions.
10.4. Any disagreements or disputes arising in connection with the execution, interpretation, or validity of this policy shall be resolved through negotiations. If no agreement is reached, the dispute shall be submitted to the competent court at the place of FullFlat Co LLC’s registration.
10.5. By placing an order, the client confirms that they have read, understood, and fully accepted all the terms outlined in this policy.