Al Aida IT
Booking

Payment, charges and terms

How billing, saved cards and refunds work for every IT support session booked with Al Aida IT — whether booked online or scheduled for you by a technician.

Rate

  • Regular hours (Mon–Fri, 9:00 AM–5:30 PM, UAE time): AED 262.50 per hour, including 5% UAE VAT.
  • After-hours (weekends, and any time outside 9:00 AM–5:30 PM on weekdays): AED 315.00 per hour, including 5% UAE VAT.
  • Time is billed per hour or any part thereof, with a 10-minute grace after each full hour (a session of 1 hour 10 minutes or less is billed as 1 hour). A 1.5-hour session that stays within regular hours is billed as 2 hours, AED 525.00.
  • Each hour is priced at the rate in effect when that hour begins. Example: a session that starts at 5:09 PM on a weekday runs hour 1 (5:09–6:09 PM) at the regular rate; hour 2 begins at 6:09 PM, after 5:30 PM, so it is charged at the after-hours rate. Time the session is paused is not counted.
  • Approval before any after-hours hour: if a later hour of your session would start at the after-hours rate (for example after 5:30 PM), we email you a link to approve it before that hour begins. Approving charges nothing at that moment; any charge is made only when the session ends. If you do not approve, the session is paused at that point (paused time is not billed) and you receive a link to approve and resume within 10 minutes. If you do not approve in that time, the session ends and no after-hours hour is charged.

After-hours bookings (online, self-serve)

  • An after-hours booking made through our website needs a quick approval from our team before it is confirmed.
  • Your card is authorized (a hold), not charged, when you submit the booking.
  • We review and confirm by email, usually within a couple of hours — your card is only charged once approved.
  • If we can't accommodate the requested time, we'll let you know by email and nothing is charged.
  • A booking created for you directly by a technician is confirmed immediately and does not go through this approval step.

Online bookings

  • The first hour is paid in full at the time of booking.
  • If your session runs longer, extra time is charged to the same card immediately after the session ends.
  • We never store your card number. Stripe holds your card only for this booking, and your card is permanently deleted right after the session ends.

Technician-scheduled bookings

  • No card is saved for these bookings.
  • After the session ends, you receive a secure payment link for the total time worked.

Paused sessions

  • Billing pauses along with the session. You are never charged for time spent paused.

After the session

  • You receive a summary email with the hours worked, the total, and how it was paid.
  • A VAT invoice is available on request at [email protected].

Cancellation and refund policy

  • Cancellations made more than 24 hours before the scheduled session are eligible for a full refund.
  • Cancellations made less than 24 hours before the session are non-refundable.
  • Refunds, where applicable, are processed within 5 to 10 business days to the original payment method.
  • Al Aida IT Technology reserves the right to grant partial or full refunds at its discretion in exceptional circumstances.

On-site sessions

  • On-site sessions are subject to technician availability and location within Dubai.
  • Travel time is not included in billable session time.
  • The customer must ensure a responsible person is present at the site during the visit.

Data and privacy

  • Customer information is stored securely and used only to fulfil the booked service.
  • Payment details are processed exclusively by Stripe and are never stored on our servers.
Questions about a charge or this policy? Contact us at [email protected] or call +971 55 157 0079.