1. About these terms
1.1These terms apply to every product and service supplied by Nawa LLC ("Nawa", "we"), VATIN OM1100500495, Mabailah Industrial Area 6, Seeb, Sultanate of Oman, trading as NAWA EV. They cover:
- Service Center: servicing, diagnostics, inspection and repair of electric and hybrid vehicles.
- Bodyshop: body repair and paint, including insurance and warranty-provider claims.
- EV chargers: sale, supply and installation of home, commercial and portable chargers.
- Batteries: sale, supply and fitting of vehicle and energy-storage batteries.
1.2By booking, signing a job card, approving a quotation, paying, or using www.n4wa.com, you accept these terms. A signed quotation, job card or contract may add specific terms; where they differ, the specific document applies.
1.3Nawa Warranty Plans and Service Packages that you buy from us have their own terms, published at www.n4wa.com/warranty-terms. These general terms apply alongside them; where they differ, the plan or package terms apply.
1.4Nothing in these terms limits your rights under the Consumer Protection Law (Royal Decree 66/2014) and its Executive Regulation (Decision 77/2017). Any term that conflicts with those rights does not apply.
1.5Definitions. "You" means the customer named on the job card, quotation or invoice. "Vehicle" means the vehicle left with us. "Work" means the labour, parts and materials we supply. "Provider" means an insurer or warranty company paying all or part of a job.
2. Quotations, prices and payment
2.1Quotations are valid for 30 days unless stated otherwise. A quotation based on a visual check or diagnosis may change if hidden faults are found; we will tell you before doing any extra work (see 3.4).
2.2Prices are in Omani Rials. Prices shown include VAT at 5% where stated; otherwise VAT is added at the applicable rate under the VAT Law (Royal Decree 121/2020). Every sale comes with a VAT invoice in Arabic (with English alongside), showing the price, tax, quantity and the warranty period.
2.3Payment is due when the work is complete and before the vehicle or goods are released, unless agreed in writing. We accept cash, card and bank transfer.
2.4Deposits. For special-order parts, chargers, batteries and installation projects we may ask for a deposit before ordering; the amount is stated on the quotation. If we cannot supply or complete the order, the deposit is refunded in full.
2.5Cancellation. You may cancel a booked service before work starts at no charge. If you cancel a paid service you have not used, we refund it and may deduct no more than 3% of the service cost (Executive Regulation, Art. 20(10)). Special-order items already ordered on your instruction may be charged at our cost where they cannot be returned to the supplier.
2.6Advance payments made against a quotation are deducted from the final invoice.
3. Service Center
3.1Bookings can be made online, by phone or WhatsApp. A booking reserves a time slot; please arrive on time. If you are more than 30 minutes late we may need to rebook you.
3.2Vehicle drop-off. We record the vehicle's plate, odometer reading and visible condition on a job card. Please remove valuables and personal items; we are not responsible for items left in the vehicle unless they are listed on the job card. Hand over any keys, cards and codes needed for the work.
3.3Diagnosis. Fault finding is charged as quoted, even if you choose not to go ahead with the repair. High-voltage systems are worked on only by trained technicians following the manufacturer's safety procedures.
3.4Your approval. We carry out only the work you have approved. If we find further work is needed, we will contact you with the price before doing it, unless it is needed urgently to make the vehicle safe and we cannot reach you.
3.5Parts. We use new parts unless you agree otherwise. Where you agree to used or reconditioned parts, this is stated on the quotation and invoice. Replaced parts are yours: tell us at drop-off if you want them back, otherwise we dispose of them responsibly. Parts you supply yourself are fitted at your risk and are not covered by our parts warranty (our labour warranty still applies).
3.6Your right to choose a workshop. Using Nawa for servicing does not affect your vehicle manufacturer's or dealer's warranty, and no term may require you to service only at a dealership (Executive Regulation, Art. 20(6)).
3.7Road tests. We may road-test the vehicle before and after the work, driven only by Nawa staff.
3.8Collection and storage. We will tell you when the vehicle is ready. Please collect it promptly; if it is not collected within the period we notify you, a daily storage fee may apply. We may keep the vehicle until the invoice is paid, as Omani law allows.
4. Bodyshop and insurance or warranty claims
4.1Body and paint work is quoted after inspection. Colour is matched by computer, but small shade differences on older or faded paint can occur and are not a defect.
4.2Electric-vehicle safety. After collision damage we may need to isolate and check the high-voltage battery before repair. Where a battery is damaged we may quarantine the vehicle in a safe area until it is assessed.
4.3Provider claims. Where an insurer or warranty company (the Provider) is paying, we work to the Provider's approved estimate. You remain responsible for:
- any excess, deductible or depreciation the Provider applies;
- work the Provider declines or that you ask for beyond the approved estimate;
- the full cost if the Provider rejects the claim.
4.4Vehicle Release Form. For Provider-paid jobs, you (or your authorised collector) sign our Vehicle Release & Acceptance form when collecting the vehicle, confirming the work listed and the vehicle's condition. The vehicle is released once the form is signed and any customer share is paid.
4.5Authority to deal with the Provider. By opening a claim job you allow us to share the job details, photos and invoices with the Provider, only for that claim.
5. EV chargers
5.1What we supply. Wall-mounted AC chargers for homes and businesses, DC fast chargers for fleets and public sites, and portable chargers. Each comes with the manufacturer's specifications and warranty card.
5.2Site survey. Installation is quoted after a site survey covering the supply capacity, cable route, mounting position and protection. If the survey shows the supply cannot take the charger, we will tell you the options before you pay for installation.
5.3Approvals. Under APSR Decision 15/2023, no charging point may be installed without the approval of the licensed electricity distributor (Nama). Unless agreed otherwise, Nawa prepares and submits the application on your behalf. You provide the documents Nama needs, including ID, krooki, proof of ownership and, for rented property, the owner's written no-objection. Installation starts only after approval.
5.4Installation standards. Installation is carried out by or under the supervision of a licensed electrician to Nama's standards, including a dedicated protective device and RCD protection. Only Mode 3 (wall box) or Mode 4 (DC) chargers are installed as fixed charging points. The supply is connected after the distributor's inspection where required.
5.5Your responsibilities. Keep the charger clear, dry and accessible; do not modify it or its wiring; use only compatible cables and adapters. Portable (Mode 2) chargers are for occasional charging from a suitable socket and are not a substitute for a fixed charger.
5.6Ownership and risk. Goods remain Nawa's property until paid in full. Risk passes to you on delivery or, for installed chargers, on commissioning.
5.7Charger warranty. New chargers carry the manufacturer's warranty, and never less than the 3 months required by law. Our installation workmanship is covered as set out in section 7. Faults caused by the building's own wiring, supply problems, power surges, or work by others are not covered.
6. Batteries
6.1What we supply. 12 V auxiliary batteries, high-voltage traction battery modules and packs, and energy-storage batteries. The quotation states whether a battery is new, refurbished or used, together with its capacity or state-of-health where relevant (Executive Regulation, Art. 33).
6.2Fitting and testing. High-voltage batteries are fitted only by trained technicians using isolation and safety procedures. We test the battery and the vehicle's battery-management system after fitting and give you the result.
6.3Battery warranty. New batteries carry the manufacturer's warranty, never less than 3 months. Refurbished or used batteries carry the warranty stated on the invoice. Normal capacity loss with age and use is not a defect.
6.4Not covered: damage from deep discharge, leaving the vehicle unused for long periods, overcharging with unsuitable equipment, flood or water entry, impact, or tampering with the battery or its seals.
6.5Old batteries. Batteries we remove are handled as hazardous waste and passed to licensed recyclers, in line with Oman's environmental rules. If you want a removed battery returned, tell us before the work starts; it is then your responsibility to store and dispose of it safely.
7. Warranty on Nawa's work
7.1Every job is guaranteed for at least 3 months from the invoice date, as below. This is separate from, and in addition to, any Nawa Warranty Plan, Service Package or manufacturer warranty you hold.
| Warranty | Period from invoice date | What it covers |
|---|---|---|
| Repair & labour | 3 months | Quality of our workmanship on the work invoiced |
| New parts | 3 months, or the manufacturer's warranty if longer | Manufacturing defects in new parts we supplied and fitted |
| Used or reconditioned parts | 3 months | Defects in used parts we supplied, where agreed and stated on the invoice |
| Paint & body work | 3 months | Paint finish and materials on panels we painted: peeling, blistering, cracking or colour fade |
| Chargers & batteries | Manufacturer's warranty, at least 3 months | See sections 5 and 6 |
7.2What we will do. If a covered fault appears, we will repair it or redo the work free of charge, including parts and labour, without undue delay. If we cannot fix it properly, we will replace the item or refund what you paid for the faulty work (Executive Regulation, Arts. 28 and 32). Your rights under the Consumer Protection Law are not limited by this section.
7.3Not covered:
- misuse, accident, collision or physical damage after the work;
- liquid, flood or water exposure;
- repairs, alterations or tampering by anyone other than Nawa;
- normal wear and tear and consumables (for example brake pads, wiper blades, tyres, filters) beyond their normal life;
- faults in parts we did not supply or work we did not do;
- continuing to drive after a fault appears, if that makes the damage worse.
7.4How to claim. Contact us as soon as you notice the fault, quoting your invoice number, and bring the vehicle or item to our service center. The warranty stays with the vehicle if you sell it, provided the invoice is presented.
8. Liability, your rights and complaints
8.1Care of your vehicle. We take reasonable care of vehicles and goods while they are with us and are responsible for loss or damage caused by our negligence, including during road tests.
8.2What we are not responsible for: pre-existing damage or faults recorded on the job card or found during diagnosis; items left in the vehicle and not listed on the job card; and delays caused by parts supply, Provider approvals or authority approvals outside our control. We will keep you informed of any delay.
8.3Your statutory rights. Nothing in these terms excludes or limits our liability where the law does not allow it, including our civil liability under the Consumer Protection Law (Executive Regulation, Art. 20).
8.4Business customers. For fleet and commercial customers who are not consumers, our total liability for any job is limited to the amount paid for that job, except for death, personal injury, fraud or gross negligence.
8.5Complaints. Please contact us first at info@n4wa.com or +968 7771 6716; we aim to reply within 3 working days. If you are not satisfied, you may contact the Consumer Protection Authority (cpa.gov.om).
9. Privacy, website and communications
9.1Your data. We collect your name, phone, email, address, vehicle details (plate, VIN, make, model, odometer) and service history to carry out bookings and work, issue invoices, handle warranty and Provider claims, and meet legal obligations. We handle it under the Personal Data Protection Law (Royal Decree 6/2022) and its Executive Regulation (Ministerial Decision 34/2024).
9.2Sharing. We share data only as needed: with insurers or warranty providers on claim jobs, with Nama and authorities for charger approvals, and with service providers that host our systems. Where our systems store data outside Oman, we do so only as the law allows.
9.3Online booking. Bookings made on www.n4wa.com are confirmed by message. Website content, prices and promotions may change; the price that applies is the one on your quotation or invoice.
10. General
10.1Governing law. These terms are governed by the laws of the Sultanate of Oman. Disputes go to the competent courts of Oman, without affecting your right to complain to the Consumer Protection Authority.
10.2Language. These terms are published in Arabic and English. If the two differ, the Arabic text prevails.
10.3Changes. We may update these terms. The version published on www.n4wa.com on the date of your booking, quotation or purchase applies to that job.
10.4Contact. Nawa LLC, Mabailah Industrial Area 6, Seeb, Sultanate of Oman · Bookings +968 7688 8857 · Support and WhatsApp +968 7771 6716 · info@n4wa.com