This article applies to selling in: United Arab Emirates

Selling Services Terms

Selling Services Terms – United Arab Emirates

These terms supplement the Amazon Services Business Solutions Agreement – United Arab Emirates (the “Agreement”) and apply to the offer and sale of Your Services through the Selling on Amazon service.

"Your Services" means any services that you offer through the Selling on Amazon service, including product installation; assembly, or repair services; in-home delivery services; and optional coverage plans.

Your Responsibilities. In addition to the obligations described in your seller agreement, you will and will cause any affiliate or third party administering, warranting, or otherwise involved in the offer, sale, or performance of Your Services, including your employees, representatives, agents, contractors, and subcontractors (collectively "Your Personnel") to:

  1. perform Your Services in accordance with the information set forth on the applicable service description page on Amazon.ae and in accordance with any applicable manufacturer or other requirements;
  2. perform Your Services in a competent and workmanlike manner in accordance with the level of professional care customarily observed by highly skilled professionals rendering similar services;
  3. comply with any service level requirements and other policies that Amazon may designate and, upon request, provide Amazon with reports (in a form designated by Amazon) relating to your compliance with these requirements;
  4. maintain industry standard and any other certifications and licenses required by applicable laws or regulations, and document the existence of such credentials in your Seller Central Account, and provide copies to us upon request;
  5. maintain and adhere to drug and alcohol testing policies that meet or exceed the industry best practices of Your Services and, upon request, provide Amazon with information related to those policies (in a form designated by Amazon), including their enforcement;
  6. use customer personal data made available to you solely for the purpose of communicating with purchasers of Your Services to schedule or cancel them in accordance with Amazon policies, and ensure that any third-party software you use in rendering Your Services similarly protects customer personal data;
  7. not in any way represent to customers that you or Your Personnel are Amazon or that you or Your Personnel are acting on behalf of Amazon;
  8. inform Amazon of any and all regulatory filings or permits that Amazon is obligated to obtain in order for you and/or Your Personnel to perform Your Services; and
  9. comply with all other requirements designated by Amazon.

Representations and Warranties. You represent and warrant that: (a) Your Services and all aspects of their offer, sale, and performance will comply with all applicable laws, including any applicable licensing, registration, or filing requirements; and (b) you and Your Personnel are authorized to lawfully provide Your Services, including under any applicable immigration and work status laws.

Additional Services and Products. Without limiting any other restrictions on your use of information made available through the Selling on Amazon service, you and Your Personnel will not at any time solicit orders for any products or services that are not described in the applicable order notification from, or market such products and services to, any Person that has ordered Your Services, except as expressly permitted by your seller agreement and applicable Amazon policies.

Background Checks. You and Your Personnel who will be performing any of Your Services at a customer's residence, business, or other location designated by the customer (“In-Home Services”) must successfully pass an individual background check conducted by a third party acting on our behalf, unless we inform you in writing that you are exempt from this requirement. We may also periodically require a background check on you, Your Personnel, or your business, or request information regarding your own background check policies and procedures (including before you offer any of Your Services through the Selling on Amazon service) and you will cooperate with Amazon and any third party acting on our behalf. The individual and business background check decision criteria will not be made available to you. We have the right to refuse any business or individual applicant for any reason. Any background check on you or Your Personnel may be conducted at any time for any reason. To ensure the integrity of background checks requirements, we may ask you for additional information pertaining to you or Your Personnel that will be used for fraud prevention. By providing any such information, you agree to obtain any necessary consents from Your Personnel to enable Amazon use of such information as permitted by law.

Buyer-Seller Communication. As a service provider, you can only contact a customer to complete an order involving services and by using an Amazon communication channel such as buyer-seller messaging or an Amazon selling app. You may not use customer personal data or an Amazon communication channel to contact customers in any way for marketing or promotional purposes, or for reasons unrelated to order fulfillment.

Cancellation.

  1. Provider Cancellation.

    Your customer reviews, ratings and performance metrics might be negatively affected by cancellations. Please consider the following recommendations to prevent cancellations:

    1. review scopes of work carefully on any service that you intend to offer; and
    2. review an order’s details to determine if a related product is attached and ensure that your technicians are familiar with the product in question.

  2. Customer-requested Cancellation.

    We encourage you not to cancel appointments on behalf of the customer. If a customer contacts you to cancel, it is important to first confirm why the customer wants to cancel and then direct them to their Amazon.ae account to cancel the order. The one exception is a customer cancellation request within 24 hours of a scheduled appointment: Amazon will require the customer to contact you to perform the cancellation in this event. If a customer does want to cancel an order due to scheduling conflicts such as product damage or time changes but they would still be interested in the service at a later date, advise the customer to reschedule. Cancelled orders cannot be reactivated and if the customer cancels, they will need to reorder the service.

Insurance. Unless we inform you in writing that you are exempt from these requirements or that we will accept a lower level of coverage, and regardless of the amount of gross proceeds from Your Transactions, you will maintain and cause your affiliates (including through a third party) to maintain at all times while you provide Your Services the following: (a) commercial general liability insurance with a limit of AED 1,000,000 per occurrence and in aggregate to cover liabilities caused by or occurring in conjunction with the offer, sale, and performance of Your Services; (b) workers' compensation insurance, including but not limited to coverage for all costs, benefits, and liabilities under workers' compensation and similar laws that may accrue in favor of any provider of Your Services to the extent required by applicable laws or regulations in all Emirates where you provide Your Services; and (c) auto liability insurance with limits of at least AED 300,000 per loss if the performance of any of Your Services involves the operation of an automobile or other motor vehicle. Notwithstanding the previous sentence, if you are approved by us to list optional coverage plans, you will maintain commercial general, umbrella, and/or excess liability insurance with limits of at least AED 10,000,000 covering liabilities caused by or occurring in conjunction with the operation of your business, including products, products/completed operations and bodily injury, and naming Amazon and its assignees as additional insureds. In the event of a customer claim for damages in connection with Your Services, you will (y) authorize Amazon, its assignees, or designated representatives to file a claim for damages with your insurer on the customer's behalf; and (z) provide reasonable support or assistance to facilitate any such claim. You will document the existence of proper coverage in your Seller Central Account, and keep such documentation up-to-date. At our request, you will provide to us certificates of insurance for the coverage by email at coi@amazon.com or c/o Amazon, P.O. Box 81226, Seattle, WA 98108-1226. Subject line of the email should read "Attention: Risk Management".

Fees. Notwithstanding S-4 of the Selling on Amazon Services Terms, the applicable Selling on Amazon Subscription Fee and Referral Fee that apply to selling Your Services are as set out in Payments by service type.

Payment Acceptance. As a service provider, you will ensure all payments (including refunds and discounts) for service orders and custom requests initiated through the Amazon Site are processed through the Amazon Site. Unless a customer specifically asks you to do otherwise, you must not solicit or request payment for additional services, products, or parts beyond those listed in the scope of work on the service detail page for the applicable service order.

Failure to comply with this policy may result in a warning, suspension of your orders for a time period determined by Amazon or termination of your selling privileges. If we determine that you or your personnel circumvent this policy, we may withhold any payments to you until the completion of any related investigation or recover any amounts owed to customers or Amazon by any method provided in your seller agreement.

Unaccompanied Minors. As a service provider, you will never perform In-Home Services while an unaccompanied minor is inside the property. You will ensure that a child's parent or guardian is present at all times.

Zero Tolerance Policy. Amazon will immediately suspend selling privileges for you and/or Your Personnel pending our investigation of any of the following customer-reported incidents:

  • In-Home Service by any technician who hasn't fulfilled the background check requirement.
  • Fraudulent or offensive behavior (including information on your account, communication between you and Amazon, communication between you and our customers, and your behavior on the customer's property).
  • Illegal activity in the course of performing your Services.

Amazon will investigate, but may elect not to suspend selling privileges for you and/or Your Personnel for any of the following customer-reported incidents:

  • Assigning a technician to a job for which he or she does not have a required license or successful background check.
  • Property damage in excess of AED 5000.
  • A technician appearing to be under the influence of drugs or alcohol on the job.

We will decide the outcome of each investigation. You may appeal if you disagree with our finding within thirty (30) days of our notification.

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