Terms and Conditions


Download Terms and Conditions

Customer agrees that the terms and conditions set forth below together with the documents referred to herein (as may be varied by Company from time to time, the "Agreement"), shall apply to and govern the supply of Gas by Company to Customer at the Property.

Definition

"Applicable Law" means any laws, regulations, industry rules, standard and codes of practice applying from time to time in the Emirate of Abu Dhabi and the applicable Federal Laws of the United Arab Emirates.

"Application" means a duly completed application for supply of Gas to the Property in the form prescribed by Company.

"Approved Contractor" means any qualified contractor which is listed on Company’s approved list of contractors, which can be obtained from Company.

"Charges" means the fees and charges for Gas supply to residential properties, which as of the date of the Agreement are as specified in Schedule 1 (Applicable Fees and Charges), as amended from time to time by Company in accordance with Clause 5(a)(ii).

"Clearance Certificate" means a certificate issued by Company to Customer in respect of its account for the supply of Gas at the Property confirming that all amounts due by Customer to Company have been paid in full and all disconnection procedures required by Company have been completed to the satisfaction of Company.

"Company" means ADNOC City Gas.

"Connection / Disconnection Fee" means the connection / disconnection fee for connecting or disconnecting the supply of Gas at residential properties, which as of the date of the Agreement is as specified in Part C of Schedule 1 (Applicable Fees and Charges), as amended from time to time by Company.

"Customer" means the person named in the Application, or if Gas is already being supplied to the Property, the person receiving Gas at the Property.

"Delivery Point" means the emergency control valve in the Property upstream of Customer’s Meter.

"Force Majeure Event" means any event or circumstance beyond the reasonable control of either party, including (but not limited to) floods, natural disasters, earthquakes, lighting strike, fires or labour strikes.

"Gas" means natural gas or substitute natural gas delivered by Company through pipelines to the Property.

"Gas Equipment" means all fittings and equipment (including the Meter and connection points) within the Property or within Customer’s control related to the Gas supply.

"Gas Safety Certificate" means the gas safety certificate provided by Company or other relevant authority as proof that all requisite safety and other requirements under Applicable Law or required by Company have been satisfied.

"Interface Point" means:

  • the service isolation valve used to control the gas supply to the building containing the Property, if applicable; or
  • the first emergency control valve accessible to Company to control the gas supply to the Property.

"Meter" means the equipment on the Property for measuring and providing information on the gas supplied by Company to Customer (in some circumstances, Property may contain more than one (1) Meter subject to Company’s approval).

"Owner Consent Certificate" a duly completed owner consent certificate for the Property (or the building containing the Property, as applicable) in the form prescribed by Company.

"Property" means each individual residential unit, house, apartment, flat or villa occupied by Customer (or a person for which Customer is responsible) and to which Gas shall be, or is currently being, supplied by Company.

"Security Deposit" means refundable interest free deposit in the amount specified in Part A of Schedule 1 (Applicable Fees and Charges), as amended from time to time by Company.

"Third Party Assets" means any gas related assets, infrastructure or pipelines that are owned or operated by third parties (including, but not limited to, any assets, infrastructure or pipelines downstream the Interface Point).

Agreement

The Agreement shall take effect and Customer shall be deemed to have read and understood, and be bound by, the terms and conditions of the Agreement on and from the date of the Application or, if earlier, the date on which Customer commenced receiving Gas at the Property, and shall continue until the issuance of a Clearance Certificate.

Customer Obligations

General
  • Customer shall comply with all Applicable Laws relating to the Agreement and Gas supply.
  • Customer shall ensure that their account with Company for the supply of Gas at the Property is in Customer’s own name and shall not allow any other person to take responsibility for Customer’s obligations relating to such account. Customer shall remain solely liable to Company for such account until the issuance of a Clearance Certificate.
  • Customer shall notify Company as soon as Customer becomes aware that any information provided by Customer is not correct or has changed.
Security Deposit
  • Customer shall pay a Security Deposit upon submission of the Application.
  • Company may require Customer to pay an additional or increased Security Deposit in circumstances including (but not limited to) when Customer’s Gas consumption is consistently in excess of the average Gas consumption for similar types of Properties and when Customer has failed to pay his/her bills in a timely manner.
  • Company may use Customer’s Security Deposit at any time against the amount owed by Customer to Company under the Agreement. Customer shall be required to replenish the Security Deposit in such cases.
  • The Security Deposit shall only be returned to Customer upon Customer’s written request to Company following the issuance of a Clearance Certificate.
Use of Gas : Customer
  • Shall receive and use Gas at the Property for residential purposes only and in accordance with Company’s instructions, the Agreement and Applicable Law; and
  • Shall not (and shall ensure that all other persons resident at the Property do not) use Gas for any other purpose (including commercial purposes) or on supply or sell Gas to any other property or person.
Gas Equipment
  • Customer shall be responsible for all Gas Equipment at all times and shall (on his/her own or through a facility management company):
    • Ensure that the Gas Equipment is safe, fit for purpose, functioning and properly maintained in compliance with Applicable Laws;
    • Appoint an Approved Contractor to install, replace, service and maintain the Gas Equipment in accordance with Company’s instructions, requirements and standards;
    • Replace any rubber tubing and / or related consumables required for the receipt or use of Gas at the Property as required;
    • Rectify any damage or fault affecting the Gas Equipment identified by Company;
    • Ensure that the Gas Equipment is not damaged, faulty, interfered or tampered with and immediately notify Company of any damage, fault, interference, tampering or any other similar issue affecting the Gas Equipment; and
    • Take immediate action to stop or prevent any loss or leakage of Gas and be responsible for any loss or leakage of Gas that results from any damaged or faulty Gas Equipment (including, any rubber tubing and / or related consumables), irrespective of the cause of such damage or fault. Customer agrees that he/she will not make any claims for any adjustment to the Charges or any amounts billed to Customer relating to any such loss or leakage of Gas.
  • If the Customer fails to rectify any damage or fault affecting the Meter, Company or Company’s authorised representative shall be entitled to rectify such damage or fault at Customer’s cost.
  • Customer shall obtain the prior written consent of Company for any modification by the Customer to the Gas Equipment and (if required) ensure that the supply of Gas is disconnected prior to undertaking such modification. Customer shall obtain the approval of Company of such modification upon completion.
Access to the Property

Customer shall grant (or ensure that Company and Company’s authorised representatives, contractors and service providers are granted) unhindered access to the Property and the Meter at all reasonable times for any reason that relates to the supply of Gas, including:

  • Carrying out Company’s obligations or exercising Company’s rights under the Agreement and Applicable Law;
  • Meter reading, repairs, testing and safety checks; and
  • Disconnection, reconnection, interruption or shutdown of the supply of Gas.

If Customer fails or refuses to grant or procure such access, Company may disconnect the supply of Gas at the Property until such access is granted.

Gas Safety Certificate; Emergency Responses, Operation and Maintenance

Customer shall use reasonable endeavours to ensure that the owner of the Property shall provide and maintain at all times:

  • A valid Gas Safety Certificate ; and
  • A valid emergency response, operation and maintenancecontract with an Approved Contractor relating to the Gas Equipment and Third Party Assets (as applicable).
Clearance Certificate

Customer shall notify Company of its intention to vacate the Property not less than one (1) month in advance and shall apply for a Clearance Certificate from Company. Failure by Customer to obtain a Clearance Certificate before vacating the Property will result in Customer being liable for any Charges levied on Customer’s account with Company as well as any Customer liability arising under Clause 6 (Liability).

Company Obligations and Rights

Gas Connection and Supply

Company shall:

  • connect the Gas supply to the Property as soon as reasonably practicable following submission of a signed Application (including all documentation referred to in the Application) and payment of the Security Deposit in full by the Customer; and
  • subject to the terms and conditions of the Agreement, endeavour to provide an uninterrupted supply of Gas to the Customer.
Disconnect, Interrupt and Shutdown

Company shall have the right (without liability to Customer) to disconnect, interrupt or shutdown the supply of Gas to Customer at any time, including but not limited to the following reasons:

  • health, safety, emergency or the occurrence of a Force Majeure Event;
  • planned maintenance, upgrades, repairs or changes to Company’s equipment or network;
  • as required to manage Company’s supply of gas to its customers;
  • failure of Customer to submit an Application (including all documentation referred to in the Application) or to pay the Security Deposit or any additional / increased Security Deposit as required by Company from time to time;
  • provision by Customer of incorrect or misleading information or failure by Customer to notify Company of any changes to information previously provided by Customer;
  • breach by Customer of the Agreement or breach by the owner of the Property of the Owner Consent Certificate;
  • as a result of any damage to the Gas Equipment or Third Party Assets;
  • failure or refusal by Customer to grant or ensure unhindered access to the Property;
  • failure by Customer to pay its bill ;
  • failure by Customer to replenish the Security Deposit ;
  • termination of the Agreement;
  • as required by Applicable Law;
  • failure by Customer to use, maintain or service any Gas Equipment in accordance with Company’s instructions, requirements, standards or the Agreement; or
  • over-passing, by-passing, tampering or interfering with any Gas Equipment by Customer other than in accordance with Company’s instructions, requirements and standards.
Procedure for Disconnection, Interruption and Shutdown

If Company intends or is required to disconnect, interrupt or shutdown the supply of Gas due to:

  • The circumstances referred to, Company shall notify Customer of such intention and provide Customer with details of the circumstance and the steps Customer must take to remedy the circumstance and the time period by which Customer must take such steps; or
  • any other reason, Company may do so immediately and at any time, without prior notice or liability to Customer.
Procedure for Reconnection

If Company has disconnected, interrupted or shutdown the supply of Gas to the Property as a result of Customer’s breach of (or failure to comply with) the Agreement, Customer must submit a request to Company for reconnection of the supply of Gas. Company shall only be obliged to reconnect the supply of Gas if Customer has remedied any breaches or failures to Company’s satisfaction and paid the Connection / Disconnection Fee and any other outstanding amounts due to Company.

Utilisation of Third Party Assets and Third Parties

Company shall, at any time and without notice to Customer, be entitled to utilise:

  • Third Party Assets to supply Gas to Customer; and
  • affiliates, subcontractors, agents or service providers to carry out Company’s obligations under the Agreement.

Charges, Bills and Payment

Charges
  • Customer agrees to pay any and all Charges from the date on which Company commences the supply of Gas to the Property until the issuance of a Clearance Certificate.
  • Company’s current Charges are set forth in Schedule 1 (Applicable Fees and Charges). Company may amend the Charges from time to time at its sole discretion and shall use reasonable endeavours to notify Customer prior to any such revision takes effect. If Company amends the Charges, the Gas supplied to Customer prior to such amendment shall be charged at the previous prevailing Charges and the Gas supplied to Customer following such amendment shall be charged at the revised Charges.
  • In addition to the Charges, Customer shall be liable to Company for other costs and amounts which Company is entitled to recover from Customer under the Agreement, including:
    • Company’s costs of visiting the Property, stopping, disconnecting or reconnecting supply if Customer asks for it, or if the reason for doing this was Customer’s fault, or if Company is required to come to the Property as a result of Customer damaging the Meter;
    • Company’s costs of inspecting, reading or working on the Meter when Customer asks for and there is no problem with the Meter;
    • Company’s costs of recovering the overdue outstanding amounts owed by Customer (including reasonable administration costs, and costs that Company pays at different stages to recover the outstanding overdue );
    • Visiting the Property as a result of Customer’s failure, or refusal, to take any actions requested by Company to ensure adherence with the terms of the Agreement;
    • Where Customer does not keep an agreed appointment with Company or its authorized representatives or subcontractors at the Property; and
    • Where Customer interferes with the Gas supply or Meter or illegally takes Gas.
  • All Charges are exclusive of any value added, sales or services tax and Customer shall be liable for any tax that may be levied on the Charges.
Meter Readings

Company shall endeavour to take actual Meter readings for billing purposes. Company may request Customer to provide a Meter reading in certain circumstances.

If Company is unable to obtain an actual Meter reading for any reason, Company may use estimated Meter readings for billing purposes, and in such event:

  • Company shall take into account Customer’s regular usage patterns, any seasonal effects of the use of Gas and the time elapsed since the last actual Meter reading by Company; and
  • Once the Meter is read by Company, the next bill issued by Company shall be adjusted to reflect any discrepancy between the estimated Meter readings and the actual Meter reading.

If Company is unable to read the Meter due to any reason outside of Company’s control, and Customer requests the issuance of a revised bill based on the actual Meter reading, Company may charge Customer for the cost incurred to take such reading.

Smart Meters / Pre-paid Meters

If Customer has a smart Meter or pre-paid Meter, all provisions in the Agreement shall apply, except as otherwise advised by Company at the time of commencement of Gas supply or installation of the smart Meter or pre-paid Meter, whichever is later.

Billing

Bills shall be prepared by Company and sent to Customer by electronic mail. If Customer requires paper copies of bills, a written request must be sent to Company, and Company may charge a fee for providing such paper copies.

If Customer has not received a bill within fifteen (15) days from the end of Customer’s billing cycle, Customer shall notify Company and request a bill.

Payment
  • Customer shall pay each bill issued by Company promptly before the due date of the due payment as specified in the bill, using the methods of payment available to Customer as notified by Company on the bill or on Company’s website.
  • If Customer fails to pay any bill in full by the due date for payment specified in the bill, Company shall be entitled to charge late payment fees, administration fees and any related costs and recover any bank charges incurred (including for any declined payment). Company shall also be entitled to take any debt recovery action as Company may consider appropriate as well as disconnect the supply of Gas.
  • Where Customer has more than one account with Company, Customer agrees that:
    • Company may transfer any debit or credit amount(s) of one account of Customer to any other account of Customer; and
    • Any payments made to one account of Customer may be adjusted against any other account of Customer.
Disputing a Bill

If Customer believes that there is an error in a bill, Customer shall notify Company within fifteen (15) days of receipt of such bill with supporting explanation / documentation in order to allow Company to consider whether an error has occurred. Submission of such notice shall not relieve Customer of its responsibility to pay the full amount of the bill to Company by the due date. If Company agrees that any error has occurred, then Company shall credit any excess amount which Customer has paid against the next bill payable by Customer.

Liability
  • Customer solely shall be responsible and liable for any offence or violation of Applicable Law. Customer agrees to indemnify and hold harmless Company and its authorised representatives from and against any loss, consequential loss, damage, claim, action or proceeding from any third party suffered or incurred by Company and its authorised representatives as a result of any such offence or violation.
  • Customer shall be deemed to be in exclusive possession and control of the Gas once the Gas passes the Delivery Point. Customer agrees to indemnify and hold harmless Company and its authorised representatives from and against any loss, consequential loss, damage, claim, action or proceeding from any third party suffered or incurred by Company and its authorised representatives relating to possession and control of Gas after passage of the Delivery Point.
  • Customer agrees to indemnify and hold harmless Company and its authorised representatives from and against any loss, consequential loss, damage, claim, action or proceeding from any third party suffered or incurred by Company and its authorised representatives caused by or attributable to:
    • The Third Party Assets; and
    • The supply of Gas through any Third Party Assets, including but not limited to any interruption to the supply of Gas or impact on the quality, quantity or pressure of Gas caused by or attributable to the Third Party Assets.
  • Company and its authorised representatives shall not be liable for any injury, casualty, loss, indirect loss or consequential damage, or damage to persons or property resulting in any way from the supply or use of Gas, any partial or total failure to supply Gas, the presence or use of any of equipment, fixtures or fittings on the Property by Company or by Company’s agents, employees, representatives, or subcontractors, other than where such injury, casualty, loss or damage is solely the result of the gross negligence of Company.
Miscellaneous
  • Customer Information and Confidentiality

    Customer acknowledges and agrees that Company (and its authorised representatives) may:

    • Collect, use and disclose Customer’s personal information to third parties for the purposes of fulfilling Company’s obligations under the Agreement, billing and account management, debt collection or recovery and compliance with Company requirements and Applicable Law; and
    • Conduct surveys and record and monitor electronic mail and telephone correspondence between Company and Customer for the purposes of improving the quality of services provided to Customer, and to ensure Company is acting in accordance with Applicable Law.

    Company shall take reasonable measures to prevent the unauthorized use or disclosure of Customer’s personal information and except as set out above, will not share such information with third parties without Customer’s consent.

  • Force Majeure Event

    • If either party is unable to perform any obligations under the Agreement due to a Force Majeure Event, then the Agreement shall remain in force and the affected obligations (other than the obligation of Customer to pay any outstanding amounts) shall be suspended for so long as the Force Majeure Event continues, provided that, each party must promptly notify the other party of the occurrence of the Force Majeure Event by providing details of the event, its likely duration and the extent to which it shall impact the party’s obligations. The parties shall use reasonable endeavours to mitigate the effect of any Force Majeure Event.

  • Amendment

    • Subject to Clause 5(a)(ii), Company reserves the right at its sole discretion to amend, modify, vary, change, supplement or replace any provisions of the Agreement in whole or in part, in its sole discretion at any time by giving reasonable advance notice to Customer. By continuing to receive and / or use the Gas at the Property, Customer shall be deemed to have accepted and agreed to be bound by any such amendment, modification, variation, change, supplement or replacement.

  • Consequences of Breach

    Any delay or failure by Customer to comply with any provision of the Agreement shall entitle Company to:

    • Disconnect, interrupt or shutdown the supply of Gas at the Property;
    • Terminate the Agreement;
    • Carry-out the required actions itself, the cost of which shall be billed to the Customer;
    • Increase the amount of the Security Deposit; or
    • Claim payment for any damage or loss resulting from such a breach.
  • Termination

    • Customer may terminate the Agreement at any time, provided that Customer shall notify Company of its intention to disconnect the supply of Gas or vacate the Property not less than thirty (30) days prior to the required date of disconnection, and provided that a Clearance Certificate is issued.

    Company shall be entitled to terminate the Agreement for any breach of (or delay or failure by Customer to comply with) the Agreement or at Company’s sole discretion on not less than thirty (30) days’ written notice. Following notice from Company, Customer shall apply for a Clearance Certificate.

    Termination of the Agreement shall not relieve Customer from any liability to pay any outstanding amounts as on the date of termination or any costs or amounts (including the Charges) that Company is entitled to recover from Customer.

    Clause 6 (Liability) and Clause 7 (Miscellaneous) shall survive termination of the Agreement.

  • Notices

    • Any notice from Company (or its authorised representative) to Customer shall be sent by electronic mail to Customer and/or by text message to the telephone number stated in the Application. Any notice to Company shall be sent to the address of Company (or its authorised representative) as advised in the latest correspondence or bill from Company.

  • Governing Law

    • This Agreement shall be governed by and construed in accordance with the laws of Abu Dhabi and the applicable Federal Laws of the United Arab Emirates.

  • Dispute Resolution and Jurisdiction

    • If a dispute arising out of or relating to this Agreement is not settled amicably within ninety (90) days from the date the dispute is first notified by Company to Customer or by Customer to Company, as applicable, the notifying party may have such dispute settled exclusively by the courts of Abu Dhabi, which shall have jurisdiction to hear and determine any action or proceeding, and to settle any disputes which may arise out of or in relation to this Agreement.

  • Transfer and Assignment

    • Customer shall not be entitled to assign or transfer any of its rights or obligations under the Agreement without the prior written consent of Company. Company may assign or transfer its rights or obligations under the Agreement at its sole discretion.

  • Severance

    • If any provision of the Agreement is determined to be illegal, invalid or unenforceable, such illegality, invalidity or unenforceability shall not affect or impair any other provision of the Agreement.

  • Language

    • The Agreement is available in both Arabic and English, upon written request of Customer. In the event of a discrepancy in the language or terms of the two versions, the Arabic version shall prevail.

  • Entire Agreement

    • The Agreement (together with the Application) shall constitute the entire agreement between the parties, and supersedes and replaces any previous agreements between the parties or any representation made by one party to the other party (whether oral or written) concerning the subject matter of the Agreement.

Schedule 1 Applicable Fees and Charges

Security Deposit
Villa AED 350.00
Apartment / Flat AED 350.00
Charges
Fixed Monthly Charges per Property per month AED 46.50
Unit Rate of Natural Gas (NG) (per Standard Cubic Meter) AED 3.10
Unit Rate of Substitute Natural Gas (SNG) (per Standard Cubic Meter) AED 4.95
Connection / Disconnection Fee
Connection Fee AED 200.00
Disconnection Fee AED 230.00