1. Warranty period

UAE: the standard machine warranty is 12 months from delivery, unless the product is supplied with longer cover or applicable law requires otherwise.

Saudi Arabia: electrical appliances receive at least 24 months of warranty protection where the Saudi mandatory requirement applies. A shorter manufacturer warranty does not reduce that protection.

Qatar, Kuwait, Oman and Bahrain: the applicable warranty period and service arrangements are confirmed for the selected model and destination before purchase. Any mandatory local warranty period or protection applies in addition to, or overrides, shorter commercial terms.

Any longer period advertised or agreed for the product applies.

The invoice or warranty certificate identifies the delivery date, model, serial number, warranty period, service arrangements and additional cover.

The warranty is extended for covered repair or spare-parts delays where required by law. A repair or replacement does not reduce existing statutory rights, and any mandatory renewed or extended warranty period will be honoured.

2. What is covered

The warranty covers faults caused by defects in manufacture or workmanship during normal use of the machine for its stated purpose, with setup and operation according to the model instructions.

After assessment, we arrange repair or replacement of a defective component or another remedy required by applicable law.

If a repair is unsuccessful, repeatedly fails or cannot be completed within the legally required period, applicable replacement, refund and compensation rights remain available.

3. Parts, labour and service arrangements

The quotation and warranty certificate state whether commercial cover includes parts, labour, technician visits, collection or transport, and the service locations covered.

Service arrangements may differ between GCC destinations and are confirmed before purchase.

On-site attendance, loan machines and same-day repair are included only where expressly agreed or required by law.

A valid covered claim will not attract charges that applicable law requires us to bear. Optional or excluded work will be explained and priced before it starts and requires your approval.

IceWorks Pro remains your contact for claims even where a manufacturer or service partner carries out the work.

4. Customer setup and care

Keep your invoice or order confirmation and the machine’s serial number.

Arrange any required installation with a qualified professional. IceWorks Pro currently supplies machines and arranges delivery; installation is arranged by the customer.

Follow the operating manual, provide the specified power, water, drainage and ventilation, and maintain a clean, suitable operating area.

Clean and sanitise the machine, remove scale and maintain filters at the intervals required by the model instructions and local water conditions.

Electrical and refrigeration repairs must be carried out by competent technicians. Contact us if instructions or the required water-treatment specification are missing.

5. Exclusions

Routine cleaning, sanitising, descaling, preventative maintenance, normal wear and replacement of consumables are not manufacturing-defect warranty work.

Damage caused by misuse, incorrect voltage or electrical supply, unsuitable water conditions, inadequate ventilation, accidental impact, pests, flooding, improper relocation or installation, or an unauthorised modification or repair is excluded only to the extent it caused the claimed fault.

A manufacturing defect in a normally consumable component is still assessed on its merits.

An unrelated repair, missing packaging or routine wear does not automatically cancel the entire warranty.

Damage attributable to our delivery remains our responsibility where the law or agreement requires.

6. Ice output and operating conditions

Rated output depends on the manufacturer’s test conditions. Higher ambient or inlet-water temperatures, restricted ventilation and scale can reduce output.

We assess performance concerns against the agreed specification, published test conditions and the machine’s setup and condition.

A reduction in output is not automatically excluded. A manufacturing fault remains covered.

Commercial machines must be used within their stated limits, and home-use machines must not be used beyond their intended duty.

7. How to make a claim

Contact info@iceworkspro.com or +971 56 189 2379 and provide:

• Your name and the machine’s location.
• Invoice or order reference.
• Machine model and serial number.
• A description of the issue and any error code.
• Useful photographs or a short video.

We aim to acknowledge claims by the next business day, review the information and explain the next step.

We may arrange safe troubleshooting, an inspection or a service visit according to the applicable cover and location.

Do not ship the machine or commission paid repairs on our behalf until arrangements are agreed, except where urgent action is reasonably needed to prevent harm or the law permits another remedy.

If the machine appears unsafe or is leaking, stop using it and contact us. We will explain the assessment, proposed remedy and any lawful costs for excluded work.

8. After the warranty

We can help with servicing and spare-parts enquiries after the warranty period. Availability, prices and lead times are confirmed when requested.

These are separate paid services unless an existing legal obligation or agreed extended cover applies. A service quotation requires your acceptance before chargeable work begins.