Digitel Softcom LLC — Terms of Service

Effective date: 16 November 2026

1. Who we are

These Terms of Service (“Terms”) govern your use of digitelsoftcom.com (the “Website”) and every product and service supplied by Digitel Softcom LLC, a limited liability company licensed in the United Arab Emirates, under Trade Licence No. 1700469.01 issued by SHAMS (“Digitel Softcom”, “we”, “us”, “our”).

Registered address: Unit No. BMBC-05, Salahuddin St, Al Khabaisi, Dubai, UAE. VAT TRN: 104135779700003. Phone: +971 4 282 5288. Email: info@digitelsoftcom.com.

By using the Website, requesting a quotation, placing an order or accepting a proposal, you (“Client”, “you”) agree to these Terms. If you act for a company, you confirm you are authorised to bind it.

2. Order of precedence

If a signed proposal, quotation, statement of work or service agreement conflicts with these Terms, the signed document wins for that engagement. Your own purchase-order terms do not apply unless we accept them in writing.

3. Quotations and orders

  1. Quotations are valid for 15 days from issue unless they state otherwise.
  2. Hardware and licence prices depend on vendor pricing and exchange rates. If a vendor changes its price before we place your order, we will re-quote before proceeding.
  3. An order is binding once you accept the quotation in writing (including by email or signed purchase order) and, where required, pay the deposit.
  4. Site surveys, designs and proposals we prepare remain our property until paid for.

4. Prices and payment

  1. Prices are in UAE Dirhams (AED) and exclude VAT unless stated. VAT is charged at the applicable UAE rate.
  2. Unless the quotation says otherwise: 50% advance on order confirmation, with the balance due within 15 days of delivery or completion.
  3. Licences and subscriptions are payable 100% in advance.
  4. Recurring services (support contracts, managed services, cloud subscriptions, AI services) are billed in advance for each billing period.
  5. Late payment allows us to suspend services and withhold further deliveries until the account is settled. Equipment remains our property until paid in full.
  6. Bank charges and transfer fees are the Client’s responsibility.

5. Delivery, installation and acceptance

  1. Delivery and installation dates are estimates. They depend on vendor stock, shipping, site readiness and your approvals.
  2. You must provide timely site access, power, cabling routes, network details, administrator credentials and a named contact.
  3. Delays or extra visits caused by site conditions, missing information or changed requirements are chargeable at our standard rates.
  4. Work is accepted when you sign off the handover or completion report, or 7 days after completion if you raise no written, specific defect in that time, whichever comes first.

6. Hardware, software licences and warranties

  1. We supply third-party products including Yeastar, Yealink, Fortinet, Microsoft, Peplink, Draytek, Kaspersky, OneScreen and Bitrix24. Each product carries its manufacturer’s warranty and licence terms, which pass to you. We handle warranty claims with the manufacturer on your behalf during the warranty period.
  2. Software and cloud subscriptions (for example Microsoft 365) are governed by the vendor’s end-user licence and online service terms. You must comply with them.
  3. We warrant our own installation and configuration work for 90 days from acceptance. If it is faulty, we will re-perform it at no charge. This is your sole remedy for defective workmanship.
  4. Warranties do not cover damage from misuse, power surges, unauthorised changes, third-party interference, or failure to apply vendor updates we recommend.
  5. Apart from the warranties in this section, and to the extent the law allows, products and services are supplied without any other warranty, express or implied.

7. Cancellations and returns

  1. Once an order is confirmed, you may cancel only before we place the order with the vendor. After that, cancellation is subject to the vendor’s return policy, a restocking fee of up to 25%, and payment for work already done.
  2. Licences, subscriptions, custom-configured or special-order items are non-refundable once ordered.
  3. Dead-on-arrival hardware reported within 7 days of delivery will be replaced under the manufacturer’s DOA policy.

8. Support, managed and AI services

  1. Support and managed services are delivered under the scope, hours and response times in your service agreement. Anything outside that scope is chargeable.
  2. Uptime or response figures apply only where written into a signed service agreement, together with any service credits stated there.
  3. AI services (including AI voice receptionists, chatbots, automation workflows and AI agents) produce outputs automatically. Outputs can be inaccurate, incomplete or inappropriate. You are responsible for reviewing outputs before relying on them, for configuring the service for your use, and for telling your callers or users that they are dealing with an automated system where required.
  4. AI services may use third-party models and platforms (for example Microsoft Copilot, Anthropic Claude or n8n). Their availability, pricing and terms can change. We will tell you of material changes that affect your service.

9. Your responsibilities

You are responsible for:

  • keeping passwords and admin credentials secure, and changing default credentials we hand over
  • backing up your data before we start work and keeping regular backups
  • ensuring you hold the rights to any data, call recordings or content you ask us to process
  • complying with UAE laws that apply to your use of telephony, call recording, CCTV, messaging and AI systems
  • not using our services for unlawful, abusive or fraudulent purposes

10. Intellectual property

  1. Third-party products remain the property of their vendors. All trademarks belong to their owners.
  2. Our proposals, designs, scripts, configurations, workflows and documentation remain our intellectual property. On full payment, you receive a non-exclusive licence to use them for your own internal business.
  3. Your data stays yours. You grant us only the access we need to deliver the services.

11. Confidentiality and data protection

  1. Each party keeps the other’s confidential information confidential and uses it only for the engagement. This continues for 3 years after it ends.
  2. We process personal data in line with our Privacy Policy and applicable UAE data protection law. Where we process personal data on your behalf, we act on your documented instructions.

12. Limitation of liability

  1. Neither party is liable for indirect or consequential loss, including loss of profit, revenue, data, goodwill or business interruption.
  2. Our total liability arising from any engagement is capped at the fees you paid us for that engagement in the 12 months before the claim.
  3. Nothing in these Terms limits liability that cannot be limited under UAE law, including liability for fraud or wilful misconduct.

13. Indemnity

You will indemnify us against claims arising from your breach of these Terms, your breach of vendor licence terms, or content and data you provide.

14. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control. These include vendor shortages, shipping disruption, power or telecom outages, government action, epidemics and natural disasters.

15. Suspension and termination

  1. We may suspend or end services if you fail to pay, breach these Terms, or use the services unlawfully.
  2. Either party may end a recurring service with 30 days’ written notice, unless the service agreement sets a minimum term.
  3. On termination, you pay for all work done, products ordered and committed subscription periods. We will return your data and credentials on request.

16. Governing law and disputes

These Terms are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. The parties will first try to settle any dispute in good faith within 30 days. If that fails, the courts of Dubai have exclusive jurisdiction.

17. Changes to these Terms

We may update these Terms by posting a new version on this page with a new effective date. Signed agreements already in force keep the version that applied when they were signed, unless both parties agree otherwise.

18. Contact

Digitel Softcom LLC, Unit No. BMBC-05, Salahuddin St, Al Khabaisi, Dubai, UAE. Phone +971 4 282 5288. Email info@digitelsoftcom.com.