Legal

Terms of Service

Effective 13 November 2026

These terms govern your use of the I-Trust mobile app and the web pages at this address. By creating an account or using the app you agree to them. If you do not agree, please do not use the app and contact us instead.

1. The service

The I-Trust app is provided by I-Trust Systems, United Arab Emirates (“I-Trust”, “we”, “us”). It lets customers request support for the technology installed in their properties, chat with our team, follow visits, see their annual maintenance contract (AMC) status and view or download maintenance reports. I-Trust staff use the same app to answer requests and to record maintenance visits. The app is free to download and use; our installation, support and maintenance services are provided under separate agreements and quotations.

Please read our Privacy Policy, which explains how we handle personal data.

2. Eligibility

The app is for adults aged 18 or over who own, manage or are authorised to act for a property that I-Trust serves, and for I-Trust staff. By using it you confirm that you meet these conditions and that you have authority to request service for the properties you enter.

3. Accounts and security

• Give accurate information when you register and keep it up to date.
• Keep your password confidential and do not share your account. You are responsible for activity under your account until you tell us it has been compromised.
• Invite codes are personal. Customer invite codes expire after 14 days and staff invite codes after 72 hours. Do not pass them on. Staff accounts are available by invitation from I-Trust administrators only.
• Tell us immediately at info@itrustsystems.com or 800 487878 if you suspect unauthorised access.
• We may suspend or restrict an account where needed to protect security or comply with the law.

4. Acceptable use

You agree not to:

• submit false, misleading or fraudulent requests, or impersonate another person;
• upload unlawful, offensive or infringing content, malware, or content that depicts people other than as incidentally captured in the area you are photographing, without their permission;
• harass or abuse our staff;
• try to access data that is not yours, probe or test the security of the service, overload it, or interfere with its operation;
• reverse engineer, scrape or copy the app or its content, except as the law allows;
• use the app for any purpose other than requesting and managing services from I-Trust.

5. Your content

“Your content” means what you submit through the app: request text, messages, photos, property details and similar information. You keep your rights in it. You give I-Trust a non-exclusive, royalty-free licence to store, process, display and use your content, and to make it available to our staff and our service providers, only as necessary to provide the service, to perform our agreements with you, to meet legal obligations and to protect our rights. This licence lasts as long as we hold the content and ends when it is deleted under our Privacy Policy, subject to the retention of business records described there.

You are responsible for your content and confirm you have the right to share it.

6. Photos

You may attach up to six photos to a request or message, taken with the camera or chosen through your phone’s photo picker. The app only accesses the photos you select. Photos are resized and their EXIF and location metadata is removed on your device before upload. Please photograph equipment and the issue, not people, documents with sensitive information, or neighbouring properties. We use photos solely to diagnose and resolve your request and as part of the service record.

7. Maintenance reports and electronic signatures

After a visit, an I-Trust technician may create a maintenance report in the app describing the problem, the work done, parts used, recommendations and the outcome. The report can include a handwritten signature drawn on the technician’s phone by you or by a person you have authorised (such as a housekeeper or manager), together with the signer’s name and a timestamp. The app records the signature as vector strokes and embeds it in a PDF report that is stored in your customer file and made available to you in the app.

• By signing you confirm that the report fairly describes the visit and the work carried out and that you are authorised to sign. Your signature acknowledges the work; it does not waive any rights you have under your agreement with us or under the law.
• Legal effect. Electronic signatures and electronic records created in this way are intended to have legal effect and be admissible as evidence under UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services. You agree that we may rely on them as a record of the visit.
• Immutability. Once signed, a report cannot be edited. If something is wrong, tell us and we will issue a correction or a follow-up report.
• Unsigned reports. If the customer is not present or declines to sign, the report records the reason instead of a signature.

8. AMC contracts

Annual maintenance contracts are governed by separate written agreements between you and I-Trust. The app only displays information about your contract, such as its number, dates and status; it does not create, amend or replace any contract, and nothing in the app changes the scope, price or terms of an agreement. If the app and your written agreement differ, the written agreement prevails.

9. Availability

We aim to keep the app available but do not promise uninterrupted or error-free service. We may carry out maintenance, change features or discontinue parts of the app. Support requests are handled during our working hours, Monday to Saturday, 8:00 AM – 6:00 PM (GST); sending a request outside those hours does not mean it will be seen immediately. Notifications depend on your phone, network and settings and may be delayed or not delivered.

10. Emergencies

11. Intellectual property

The app, its design, the I-Trust name and logos and our report templates belong to I-Trust Systems or its licensors and are protected by law. We grant you a personal, non-exclusive, non-transferable, revocable licence to use the app for the purposes described in these terms. Nothing here transfers any ownership to you. Third-party software in the app is used under its own licences.

12. Disclaimers and limitation of liability

The app is provided “as is” and “as available”. To the extent permitted by UAE law we do not give warranties that it will be uninterrupted, error-free or suitable for a particular purpose. Information in the app, including the status of requests and contracts and estimated visit times, is provided for convenience and may change.

To the extent permitted by law, I-Trust is not liable for indirect or consequential loss, loss of profit, revenue or data, or loss arising from events outside our reasonable control (including network failures, third-party platform outages and delayed or undelivered notifications). Our total liability arising from your use of the app itself is limited to direct, proven loss. Liability for installation, repair and maintenance work is governed by the agreement or quotation under which that work is carried out, not by these terms.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under UAE law, including liability for fraud or gross negligence, or affects your mandatory rights as a consumer.

13. Termination

You may stop using the app and delete your account at any time (see account deletion). We may suspend or close an account if you breach these terms, if we reasonably suspect misuse, or if we stop offering the app, normally with notice where practicable. Closing an account does not affect your agreements for our services. Records we must keep, such as signed maintenance reports and contract records, are retained as described in the Privacy Policy. Provisions that by their nature should continue (such as sections 7, 11, 12 and 14) survive termination.

14. Governing law and disputes

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. We would like to resolve any concern informally first — please contact us. If a dispute cannot be resolved, the courts of Dubai have jurisdiction, without affecting any mandatory rights you have to bring proceedings elsewhere.

15. Changes to these terms

We may update these terms from time to time. The effective date above shows the current version. If a change is material we will tell you in the app or by email before it takes effect. If you keep using the app after the change takes effect, you accept the updated terms; if you do not agree, you can delete your account.

16. Contact