Questions we hear most

Yes — for Category 1 emergencies (active flooding, burst pipe, sewage back-up, suspected gas leak, water heater leaking with burning smell) in our 8 core zones. If we don't arrive within 45 minutes, the first 30 minutes of labour on the job are free. The guarantee does not apply during severe-weather alerts when road access is restricted.

Active flooding with visible water; burst pipe; sewage backing up into a living area; a water heater leaking with a burning or arcing smell; suspected gas leak (we instruct safety steps and coordinate with the gas utility — we don't work on unsecured gas leaks). Our dispatcher Omar triages the call and starts dispatch the moment Category 1 is confirmed.

Yes. We've had a live answer rate of 99.1% since we switched dispatch to our Retell/Omar stack in early 2026. Before that, we hovered around 72% on night calls. Omar takes the first triage, Asif or Kashif get pulled in for anything Omar can't handle.

No call-out fee. You pay a diagnostic fee of AED 80 if the plumber needs to diagnose before quoting, and labour from AED 180 per hour (daytime). Parts are billed at cost + 15% and we show you the invoice figure before fitting.

An additional AED 100 flat surcharge applies between 10 PM and 6 AM. If the plumber arrives after 10 PM but finishes before midnight of a quick job, the surcharge is still just 100 — it's a flat figure, not a multiplier.

For standard jobs with a clear scope (like 'replace a running toilet cistern'), yes. For anything that needs diagnosis — leaks, blocked runs, heater faults — we quote a 'starting from' plus the diagnostic fee, and the full fixed price is confirmed on-site before any work starts.

Eight core zones: Dubai Marina & JBR, Downtown & DIFC, Business Bay, Dubai Hills, Mirdif, DIP/JVC/Al Quoz, Al Nahda (Sharjah), and Al Majaz & Corniche (Sharjah). We also serve Umm Al Quwain and Ajman for scheduled work by arrangement — but the 45-minute guarantee doesn't apply there.

Not currently. Abu Dhabi is planned for Q3 2026 — we're in the licence-transfer process with ADM.

Omar (our dispatcher) triages your call, confirms your zone and symptom, and — for Category 1 — starts routing a plumber in parallel with getting your details. You get an SMS with the plumber's name, van number, and live ETA. If the ETA changes, you get a follow-up SMS.

Only for leak-detection jobs where a photo saves diagnostic time. Otherwise, a two-sentence description over the phone is enough.

For Category 1 we stabilise first — isolate the leak, patch temporarily, stop the damage. We quote any follow-up work before leaving. Follow-up visits inside 14 days are charged at labour-only if the original diagnosis was correct; labour-free if we misdiagnosed.

We don't chase insurance claims on your behalf, but we do provide itemised invoices with photos, timestamps, and plumber certifications ready to submit. Our AED 2M public-liability cover is with Orient Insurance PJSC — certificates on request.

No — Omar is an AI dispatcher that handles the first triage so that a call is never missed. For anything he can't resolve, he hands straight over to Asif (our night dispatch manager) or Kashif. We're clear about this because we'd rather be honest than clever.

Yes — we hold 47 live commercial contracts across hospitality, retail, and residential OA-managed towers. Monthly fixed fee, priority dispatch (20-minute response vs 45-minute), parts at cost + 15%, and quarterly stack/riser surveys on high-rise. Starting from AED 2,400/month depending on scope.

Yes, where buildings allow it. Currently we hold access passes for 18 Marina towers, 12 Downtown buildings (Emaar), 6 Al Majaz waterfront towers, and a small number of Business Bay mid-rise properties.