Terms of Use

1. About these terms

These terms are the agreement between you and Miftah when you use our move-in service.

Miftah is operated by [company legal name], licensed in [Abu Dhabi / ADGM] under licence number [number], at [registered address] (“Miftah”, “we”, “us”). “You” means the tenant using Miftah.

By starting a move-in, creating an account or paying through Miftah, you accept these terms and our Privacy Policy. Agents, agencies, landlords and local businesses who partner with us sign a separate partner agreement.

2. Who can use Miftah

Miftah is for adults who are moving into a rented home in the UAE.

• You must be 18 or older and hold a valid Emirates ID.
• You must be the tenant named on the tenancy contract, or authorised by them in writing.
• Miftah currently serves homes in Abu Dhabi and Dubai.

3. What Miftah does, and what it doesn’t

We set up your move-in for you. The decisions about your tenancy and services stay with the people who own them.

With your permission, we verify your identity, prepare your documents, coordinate the registration of your tenancy contract with your agency or landlord, arrange water and electricity, cooling, gas and internet with the providers you choose, apply for a move-in permit where your building needs one, book visits, and keep you updated in your account.

We are not your landlord, your real estate agent, a utility, a government service or a bank. We do not approve tenancies, set rents or connect services ourselves. Those parties decide under their own rules, and we work with them on your behalf.

4. Your account and its security

Your account is personal. Keep it that way.

• You sign in with UAE PASS, or with the email and password you set. Do not share your password or any UAE PASS confirmation with anyone.
• We will never ask you to send documents, passwords or UAE PASS numbers by WhatsApp, text message or phone call, even though we use WhatsApp for updates. Those always stay inside your Miftah account. If someone asks, it is not us; tell us at miftah.co/contact.
• The details you give must be true and complete. Wrong details can lead providers to reject your applications, and may delay your move-in.
• Tell us straight away if you think someone else has used your account.

5. Acting on your behalf

We only act for you on the services you sign for, and you can stop us at any time.

Before we act, you sign a letter of authority and each provider’s own form, in one step, through UAE PASS or our e-signature provider. Each covers only the service it names.

You can withdraw an authority at any time in your account. If that stops a step that is under way, we will tell you what it means for your move-in. Anything already completed before you withdrew stays completed.

6. Our commitments to you

We start immediately, we work to your move-in date, and we tell you the truth about every step.

• We start work as soon as you have signed and paid.
• We start each service on your tenancy start date, or as soon as possible if you choose that instead.
• Every step in your account shows who is handling it and when it is due.
• If a step will be late, we tell you as soon as we know, with the new date and what we are doing about it.

Some steps depend on government services, utilities and providers whose timing we do not control. If a delay is caused by our own mistake, [remedy, for example a partial refund of the Miftah fee].

7. Prices and payment

One clear fee for our work. Deposits go straight to the providers.

• Miftah move-in fee: AED 349 per move-in, our launch price (standard price AED 449), including 5% VAT. All prices shown to you include VAT. The price you see at checkout is the price you pay for that move-in, even if our prices change later.
• Provider charges: deposits, connection and activation fees, maintenance contracts (such as a gas AMC), and internet installation and first-month charges are all paid through Miftah, with the card you save at checkout, on the day each service starts. We pay each provider on your behalf and keep the receipts in your account. Deposits are refunded by the provider, under its own terms, when you move out.
• Miftah service fee: for each payment we make to a provider on your behalf, we charge a service fee of 3.5% of that payment, VAT included. It is always shown as its own line before you pay.
• Monthly bills: after you move in, you can pay your bills for these services through Miftah too. The same service fee applies, and is shown on each bill.
• Nothing before you move in: we start your services on your tenancy start date, so you never pay for a day before you live there. If a provider charges you for a day before your tenancy starts, we refund that charge.
• How you pay: by [Visa, Mastercard, Apple Pay] in UAE dirhams, through our payment partner [payment partner name]. We never store your full card details.
• Your rent stays between you and your landlord. Miftah does not collect rent.

8. Changing or cancelling your move-in

Plans change. The earlier you tell us, the less it costs.

• Before we start any step: cancel in your account for a full refund of the Miftah fee.
• After work has begun: [refund rule, for example the Miftah fee is refunded minus AED [amount] for work already done]. Any provider charge already incurred is set by that provider.
• Changing your move-in date: free if you tell us at least [48] hours before the first booked visit. We rebook everything to the new date.
• Refunds go back to the card you paid with, within [number] working days. Deposits already passed to a provider are refunded by that provider.

9. Visits, access and safety

Your agent lets technicians in, and nobody comes without your OK.

• By default, your agent lets technicians in. Agents already hold the keys for viewings, so we book visits with them and let your landlord know.
• If you prefer, you can let them in yourself or name someone you trust.
• We send you each visit time to confirm. You can change it up to [24] hours before at no cost to you.
• Technicians are employed by their providers, not by Miftah. Keep valuables secure during visits, and report anything that concerns you to us and the provider.

10. Other providers and partners

Your contracts for services are with the providers themselves.

Your agreements for internet, gas, cooling, water and electricity are between you and each provider, on their terms and prices. When we compare internet plans, we show them as the providers publish them, and the provider confirms the final price.

We work only with providers and partners we have checked. We may receive a fee when you order through Miftah, and we say so where it applies.

11. Miftah Life, points and offers

A thank-you for moving with Miftah, not a currency.

• You earn up to [1,000] points as you complete your move-in, and [50] points for every paid booking with businesses through Miftah Life ([100] for members). Points have no cash value, cannot be transferred or sold, and expire [period].
• Every [500] points can be used for one free service marked “Free with points”, paid for by Miftah up to AED [value]. Free services are subject to the business’s availability.
• Each service and offer is provided by that business on its own terms. Businesses that pay to appear are always marked as partners.
• Promo codes apply once per move-in, cannot be combined unless stated, and cannot be exchanged for cash.
• We may change or end the points programme with [notice period] notice. Points already earned stay usable until they expire.

12. Problems and complaints

Tell us quickly and we’ll put it right.

• Report a problem with a visit within 48 hours, and any damage within 24 hours, at miftah.co/contact or in your account.
• We reply within [one] working day and aim to resolve complaints within [number] working days. Where a provider is responsible, we raise it with them for you and keep you updated.
• If you are not satisfied with our answer, you can ask for it to be reviewed by [a senior member of the team].

13. Messages we send you

Live updates on WhatsApp, SMS or email. You choose.

• You choose how we send your move-in updates: WhatsApp (from our verified business account), text message or email. You can change this at any time in your account.
• WhatsApp is for updates and quick replies only. Documents, signatures and payments always happen inside your Miftah account, and we will never ask for them in a message.
• Offers from local businesses are sent only if you opt in. You can opt out at any time in your account or by replying STOP.

14. Using Miftah properly

Use Miftah honestly, for your own move-in.

Do not give false information, use someone else’s identity, try to reach data that is not yours, copy or resell the service, or interfere with how it works. We may suspend accounts that do, and report unlawful use to the authorities.

15. Our liability

We stand behind our own work. We can’t answer for others’ decisions.

We are responsible for doing our part of your move-in with reasonable care and skill. We are not responsible for the acts, decisions or delays of landlords, agencies, government services, utilities, providers or local businesses.

[Limitation of liability, for example: our total liability for a move-in is limited to the Miftah fee you paid for it.] Nothing in these terms limits any right you have under UAE consumer protection law that cannot be limited.

16. Events beyond our control

Some things nobody can plan for.

We are not responsible for delays or failures caused by events outside our reasonable control, such as system outages at government services or providers, severe weather, or changes in law. If this happens, we tell you and continue as soon as we can.

17. Our content and brand

Miftah’s name, logo, design and software belong to us.

You may use Miftah for your own move-in. You may not copy, reproduce or reuse our name, logo, content or software without our written permission.

18. Closing your account

You can leave whenever you like.

You can close your account at any time. We may suspend or close it if you break these terms, with notice where the law requires. Records we must keep by law are kept as our Privacy Policy explains.

19. Changes to these terms

We’ll tell you before anything important changes.

If we make an important change, we tell you in your account or by email at least [10] days before it takes effect. Changes never apply to a move-in you have already paid for, unless they are in your favour.

20. Law, courts and language

UAE law applies.

• These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Abu Dhabi. Disputes go to [the courts of Abu Dhabi / the ADGM Courts].
• These terms are available in English and Arabic. [State which version prevails if they differ.]

21. General

The small print that keeps the rest working.

If any part of these terms cannot be enforced, the rest still applies. These terms and our Privacy Policy are the whole agreement between us about your use of Miftah. We may transfer these terms to another company that takes over the service, and we will tell you if we do.

Questions about these terms: miftah.co/contact or [postal address].