45 minutes, or the first 30 minutes of labour are free.

For Category 1 emergencies in our 8 core zones, we guarantee a plumber on site within 45 minutes or the first 30 minutes of labour are free. Applies 24/7 including public holidays. Not applicable during declared severe weather (DCD/NCEMA yellow alert or higher) when road access is restricted.

How the clock works

1. The clock starts when Omar (or a human dispatcher) confirms Category 1 and says "dispatching now".
2. The clock stops when our plumber arrives at the address and rings the doorbell.
3. If that elapsed time is > 45 minutes (subject to the conditions below), the first 30 minutes of labour are non-billable.
4. The credit is applied automatically to that job's invoice — you don't need to request it.

When it doesn't apply

• · Outside our 8 core coverage zones.
• · Category 2 or Category 3 jobs (we set expectations separately on those).
• · During declared severe-weather events (NCEMA / Dubai Civil Defence yellow alert or higher).
• · When the caller refuses to provide a zone, an address, or a mobile number.
• · Between 05:00 and 06:00 during Ramadan — our fleet rotates iftar shifts and we flag this to callers explicitly.

Last 60 days

In the 60 days to 24 April 2026, we dispatched 412 Category 1 jobs in core zones. 403 arrived inside 45 minutes. 9 did not — guarantee credit was applied on all 9 invoices. We audit this internally every Friday, and Asif publishes the number in our monthly ops digest.