retailer handbook

RETAILERHANDBOOK

INTRODUCTIONDear Retailers,

We are pleased that you have chosen one of wasl properties’ assets for your retail business needs. Our mission is to provide you with the best customer service available in the industry.

We have created this ‘Retailer Handbook’ in a constructive attempt to ensure that we are operating within clearly defined parameters and to understand the obligations concerning the day-to-day operations of the retail premises.

We look forward to a successful and fruitful relationship with you.

Sincerely, wasl properties

wasl properties OVERVIEW

Established to strengthen Dubai’s success and to actively secure its growth objectives for the future, wasl properties aims to add value and be valued by stakeholders. We work to achieve this by creating a legacy of trust and respect, by acting responsibly and by creating a platform for innovation in property management.

wasl properties covers the full range of property leasing, management, facilities management and Call Centre operations and services for an extensive portfolio of over 30,000 residential and commercial units that are spread over a wide geographic area within the Emirate. We also handle freehold sales and offer Owner’s Association Management services for freehold buildings.

The word ‘wasl’ itself means ‘connection’ in Arabic, and is symbolic of the strong relationship that the group shares with stakeholders and represents a profound link to the past, our present stature and an ambitious vision for the future.

INDEX

CUSTOMER CARE TOLL FREE ............................................................................ 5

eSERVICES ............................................................................................................... 6

QUESTIONS AND ANSWERS ............................................................................. 7

USEFUL TELEPHONE NUMBERS IN DUBAI .................................................... 9

RETAIL OPERATING HOURS ............................................................................ 10

CUSTOMER SERVICE CENTRES ....................................................................... 11

GENERAL ............................................................................................................... 14

FIRE AND EMERGENCIES .................................................................................. 16

HOUSEKEEPING, HEALTH AND SAFETY GUIDANCE NOTES ................. 18

SECURITY ..............................................................................................................20

RETAIL UNITS FIT OUT PENALTIES FOR VIOLATIONS ..............................22

RETAIL OUTLET OPERATIONS PENALTIES FOR VIOLATIONS .................23

MARKETING ......................................................................................................... 24

Vision

To offer superior real estate and lifestyle options to enhance the quality of life.

Mission

• Achieve the highest levels of customer satisfaction. • Attain optimum levels of operational efficiency. • Maximise returns to our shareholders. • Create a positive work environment for our employees. • Be a socially responsible company.

Values

We value people.We have integrity.We are innovative.We are diligent.We are transparent.

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With a commitment to offer quality customer care, wasl properties operates an in-house Call Centre to receive and follow up on your general queries as well as requests concerning all retail issues.

Toll free number : 800wasl (9275)Email : [email protected]: for all fit-out inquiries or any type of modification. [email protected]: for Maintenance and Customer care issues. [email protected]: for new Leasing enquiries. [email protected]: for suggestions or feedback and general information.Online: : You can also login to your eServices account at www.waslproperties.com.

When calling 800wasl (9275), always provide the following information to assist the Customer Service Representative to log the request efficiently and accurately. This information is available in your Lease Agreement:

• Your name • Your building name • Your retail unit number • Your contact number (mobile and/or landline)

The Customer Service Representative will provide you with a reference number. Additionally, you will receive a confirmation of your request and the reference number via SMS for further follow up. You can view the status of the service requests by logging into eServices available on www.waslproperties.com.

Customer Service teams are also available at all wasl properties Customer Service Centres to register and respond to your queries.

CUSTOMER CARE TOLL FREE 800wasl (24 hours a day, 7 days a week)

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eSERVICES

*Terms and Conditions apply.

With e-Services you can:

Place maintenancerequests

Lease ancillary units

استئجار المرافق اإلضافية

يمكنك القيام بما يلي مع هذه الخدمات اإللكترونية:

www.waslproperties.com :للتسجيل، قم بزيارةTo register, visit www.waslproperties.com

*تطبق الشروط واألحكام.

View account statements & contracts

االطالع على كشف الحسابات والعقود

ePayment

Renew contracts

تجديد العقود

الدفع اإللكتروني

تقديم طلبات الصيانة

wasl properties brings you eServices to access all of our services online, anytime from your home or on a mobile device mobile device through kiosks available at our Customer Service Centres. Our 24/7, secure eServices include:

• Viewing account statements and contracts• Credit card payment• Placing maintenance requests• Searching for new wasl properties• Making payments• Taking surveys• Renewing contracts• No Objection Certificate requests

Mobile Apps: The wasl eServices App is available on iOS (Apple) and Android at the App Store and Google Play.

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QUESTIONS AND ANSWERS

Frequently Asked Questions:

After I sign the contract, what comes next?The Tenant must approach the Dubai Economic Department to obtain Initial Approval and Trade Name Reservation Certificates. Then they must proceed to obtain Ejari from one of our branches. At the same time, the Tenant is to prepare their No Objection Certificate application. The handover team will then issue Tenant the List of Drawings and explain to him/her the No Objection Certificate procedure and requirements.

Who is to hand over shop keys to Tenant? Retail Operations/Service Provider

What can the Tenant expect to receive at the handover?Keys and handover form, which the Tenant will sign.

No Objection Certificate Documents & Fees:

What documents are needed to begin the No Objection Certificate process?Documents required to be submitted (new projects):a. Form No. 1, 2, and 3 to be filled as per fit out guidelines. b. Tenancy Contract copy. c. Trade License copy (or Ejari or Initial Approval with Trade Name). d. Letter from the Tenant (Appointment Letter to Contractor). e. Proposed Drawings (as per Form No. 3).

Kindly, also be informed that there will be a Modification Deposit for restoration of retail space back to original condition.

What are the No Objection Certificate processing fees?AED 500 plus AED 10 Knowledge fee and AED 10 Innovation fee.

Can I get the documents completed later?We do not accept any incomplete applications.

Can I submit my documents at a Customer Service Centre? Or send it by courier?Detailed applications are to be submitted at the wasl HQ office (hard copies only) in person by the Tenant or by an authorised representative.

Can I collect my No Objection Certificate by mail or online?No Objection Certificates will be released, only if the refundable deposit is paid in full.

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With whom should we coordinate on site? Retail Operations/Service Provider.

When can I apply for temporary power supply?When the Tenant has Dubai Municipality permit and is ready to start their fit out work.

What is required to get temporary power supply?An approved and stamped Dubai Municipality permit.

Whose responsibility is fire alarm system installation? Each Tenant is to have their own Civil Defence approved fire contractor to conduct their Firefighting works. For Fire Alarm Control Panel and interfacing, the Tenant is to coordinate with the Facility Management Service Provider and the Main Building panel supplier to assist the Tenant and conduct the programming and interfacing.

Refundable Modification Security Deposit

Why do I have to pay a Modification Security Deposit?The Tenant must restore the premises back to its original condition upon contract termination. The Modification Security Deposit will be returned when an inspection is conducted by the Inspection Team and they are satisfied with the condition that the premises has been returned to.

Is the Modification Security Deposit refundable? If yes, when will it be refunded?Yes, this amount is refundable upon time of termination, provided that the Tenant returns the unit to original condition.

Do you accept card payments/ bank transfer payments?Yes, we do accept card, cash, current dated cheques. However, bank transfers are not accepted for any No Objection Certificate application or Security Deposit.

Where do I make the payment? wasl HQ

What is required to refund my Modification Security Deposit?Tenant shall be refunded upon time of termination, provided that the Tenant returns the unit to original condition.

Shop Fitting Guarantee Cheque

When/where do I collect my cheque?Once you have met all the requirements mentioned in the shop fitting guarantee clause in the Lease Agreement, you may approach the Retail Operations Team located at the wasl HQ office for collection of your shop fitting guarantee cheque.

What are the drawings required? What should be the size of the drawings?The drawings are to be submitted as per the fit out guidelines on forms No. 2, 3.

Where do I get the List of Drawings from?It depends on the project. For example the List of Drawings for wasl vita was provided by the leasing department. For other NEW projects, drawings may be collected from the Retail Operations team at wasl HQ.

Once the proposed drawings are approved, and all No Objection Certificate processing and modification deposits are paid, how long does it take to receive my No Objection Certificate? If the application is complete without any comments it takes us 2 to 3 working days.

What are the documents that wasl properties will provide along with a No Objection Certificate?Dubai Municipality Letter, DEWA No Objection Certificate, DEWA documents, wasl No Objection Certificate and approved proposed drawings.

Additional Modification Process

What is the process for getting an additional modification No Objection Certificate?The following will be the documents requireda. Proposed work layout or design. b. No Objection Certificate fee of AED 500 plus AED 10 Knowledge fee and AED 10 Innovation fee (This applies if application is submitted 3 months after the original No Objection Certificate is supplied). c. Register new Service Request with original approval reference.

Fit Out Process

After Getting No Objection Certificate, what is the next step? The Tenant needs to apply for a Dubai Municipality permit in order to start the fit out work. Please note that no fit out work will take place prior to issuance of a Dubai Municipality permit.

Who will provide me with the No Objection Certificate to Dubai Municipality, DEWA, Dubai Civil Defence? The Handover Team will provide all required No Objection Certificates.

When may I start the additional modification work?When Dubai Municipality permit is obtained, the location inspected by the Facility Management Service Provider and a work permit has been supplied.

What’s my grace period to finish the fit out?Based on the contract, there is a specific period given from the handover date.

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Emergency

Fire / Civil Defence : 997

Ambulance : 999

Police : 999

General

DEWA Emergency : 991

Al Ameen : 800 4888

Etisalat Directory Enquiries : 181

du Directory Enquiries : 199

Dubai Economic Department : +971 4 4455555

Dubai Municipality : +971 4 2215555

Civil Defence : +971 4 2611111

USEFUL TELEPHONE NUMBERS IN DUBAI

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RETAIL OPERATING HOURS

Opening Hours

Retail opening hours are:

Saturday to Wednesday - 10:00 AM to 10:00 PM

Thursday & Friday - 10:00 AM to 12:00 AM Please refer to your Lease Agreement for any change to the operating hours mentioned above.

F&B: Open All Week - 10:00 AM to 12:00 AM With the exception of supermarkets who may open longer than specified above.

During public holidays and the Holy Month of Ramadan, these opening hours may change as required by law.

All late openings and early closings will be recorded by security, and a disciplinary action will be taken for such incidents as per the Lease Agreement. Premises should not be closed for lunch breaks or at any time during the operating hours.

Key Holder’s Contact Information

All retailers must provide the Retail Management with a list of key holders and their contact details in the event of an emergency or incident on the premises. Any changes in the key holder’s information temporarily or permanently must be brought to the Retail Management’s attention. Please use the attached Form No. 1 provided at the back of this handbook.

Attendance Outside Normal Trading Hours

Authorised personnel and visitors with legitimate business are permitted to access the premises outside the trading hours. Entrance to the areas at such timings will be through the designated route via the Main Control Room. Forms are to be duly filled and submitted to the Security/Control Room along with a 24 hour notice. Please use the attached Form No. 2 provided at the back of this handbook.

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In order to enhance customer service and accessibility, wasl properties has set up dedicated Customer Service Centres across Dubai.

CUSTOMER SERVICE CENTRES

Hours Working Days Cash Transactions Close By

9:00 AM to 4:00 PM Sunday to Thursday 3:15 PM

wasl properties Head Quarters

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Muhaisnah Customer Service Centre



Al Wasl Road Customer Service Centre (wasl vita)


8:00 AM to 8:00 PM Saturday to Thursday 7:15 PM

Umm Hurair Customer Service Centre



Jumeira Customer Service Centre



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Deliveries and Servicing

• The Retail Management reserves the right to restrict deliveries to certain hours. Stores that do not have a back door with direct access to a service corridor or loading dock must arrange deliveries either prior to or after the standard operating hours of the premises.

• All deliveries to the retail premises must be via the loading docks and through the authorised areas. The delivery plan and loading dock can be found in your Retailer’s Induction Kit (specific to each development).

• Vehicle access for deliveries is only by one of the designated service roads that will be identified to you as a part of your Retailer’s Induction Kit.

• Deliveries are not to be unloaded during the retail premises’ trading hours unless otherwise authorised. If your retail unit does not have a rear entrance then you must have written confirmation from the Retail Management Team as to the time you can deliver.

• Deliveries from the service area should be limited to a maximum of 45 minutes duration prior to opening hours and post closing hours.

• Goods can be trolleyed to all shop units on the premises. Only trolleys with rubber wheels will be permitted, to avoid any damage to the common area floor. In the event of any damages to the floors, wall or shop fronts the damages must be borne by the respective retail unit.

• If retailers require customers to collect goods from the service area, access will only be granted on the production of their receipt at the Car Park Security Control Desk at the relevant service road entrance.

• Staff transposition should be located at the drop off area as assigned by the Retail Management.

Public Car Parking

Parking spaces are provided for retail customers on the road level and/or basements. Customers have priority for parking. Any member of the retailer’s staff violating the agreed upon rules or not parking within the allocated bay will be penalised and may be banned from using the car parks. The Retail Management reserves the right to restrict retailers from parking in the public parking areas.

Garbage Collection and Waste Management

The Retail Management will:

• Remove all garbage and waste material from the designated Garbage Collection Room.

• Arrange for the dumpster to be emptied by an approved contractor for ultimate disposal at a government disposal point.

GENERAL

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Obstruction of PassagesThere shall be no storage of any goods in the common areas such as the entrances, corridors, passages, service areas, stairways, lifts, escalators, walkways, pavements, fire or escape routes, etc.Any retailer making trolleys available to its guests shall regularly and frequently collect their trolley from the car park or all other public areas and return them to their designated unit or area. Retailers should ensure that the trolleys supplied by them do not obstruct or be left in common areas of the retail centre.

Obstruction of LightsThe retailer shall not in any way cover or obstruct any lights, windows, skylights or other means of illumination of the common facilities or the retail centre areas.The retailer shall not display any flashing lights on the premises, which can be seen from outside the premises or affect other retailers or the common areas.

Statutory RequirementsThe retailer should submit to the Retail Management the current valid Trade License, proof of insurance and annual fire system contract.The retailer will comply with the statutory requirements and regulations regarding health, safety, hygiene and pest control. This will be covered in the retailer’s induction to the unit.

Turnover ReportingThe landlord requires that all retailers submit monthly unaudited turnover sales figures within 10 days of the end of the relevant month, as per the format in Form No. 3. This is in order to allow the landlord to:• Monitor the building’s retail component performance.• Assess and adapt to customer preferences.• Adjust the landlord’s marketing strategy vis-à-vis such retail component and to

monitor visitor numbers to the retail component and maximise returns.Upon completion of each lease year, the landlord requires all retailers to submit audited turnover sales figures within 30 days following the end of the relevant lease year, in order to enable the landlord to assess and adjust its strategy on a year to year basis. In order to streamline the process of such data compilation, all retailers are required to use Form No. 3 attached at the back of this Retailer’s Handbook for the purpose of submitting the annual audited reports.

No Smoking PolicyThe retail premises have adopted a ‘No Smoking Policy’ by law. Therefore retailers are requested to support the retail team in its enforcement at the retail premises.Smoking for staff and guests will only be permitted at designated areas. Wall/floor mounted ashtrays have been provided at the entrances. These have been provided to dispose of cigarettes before entering the centre, to minimise fire risk and prevent littering.

PetsNo pets are permitted within any part of the retail premises.

Heavy EquipmentBefore any furniture, safe or machinery is moved into or out of the leased premises, due notice must be given to the Retail Management Team.

All retailers are encouraged to separate their waste into the following categories wherever available:

- Paper / Cardboard - Plastic / Metal - Glass - Food - All units, especially restaurants, should arrange for used oil to be collected by the

authorised suppliers from Dubai Municipality only on a regular basis and ensure such containers are properly sealed.

• Retailers should keep their own garbage and waste material within their own premises during the retail premises’ operating hours. Under no circumstances should garbage be carried through the retail premises’ common areas.

• Retailers’ garbage must be placed in sealed plastic bags and upon closing of retail premises to the public, the retailers should deliver garbage and waste materials to the designated garbage collection room/recycling containers.

• All cardboard boxes should be stored in their premises in such a manner that they are not visible to the public and don’t present a fire hazard. They should then be disposed of through the designated access.

• The above procedures are for normal garbage. Waste of a bulky nature, fixtures, packing materials or waste arising from the retailer’s contractors must be disposed of through alternative means. Arrangement of a temporary dumpster must be made by the retailer and the location of the dumpster must be approved by the Retail Management Team.

• All storage areas must be kept free from pests.

Noise and Disturbance

Every retailer is expected to conduct their business in such a way as not to cause any noise or disturbances to the retail premises and/or its occupants.Retailers must ensure that:• Music is not audible in the common areas or facilities. • No noisy construction or renovation work will be allowed during the standard

operating hours. • Fit-out contractors working for the retailers to do so in accordance with the fit-out manuals. • Retailers are permitted to use music to create a pleasant atmosphere within their unit.

Music must be played at a volume that is not disruptive to shoppers or surrounding retailers. Speakers must be inwardly facing, inside the store. Retailers must ensure that the music is not audible in common areas or facilities. Musical instruments, loudspeakers, tape recorders, TV sets or other equipment, which produces sound shall not be played or used on the premises if it can be heard in adjacent premises or on retail premises’ common areas.

• It is critical that all retailers are responsible to check all music being played, to ensure it does not contain inappropriate or offensive language.

• Music on the retail premises is only allowed at the discretion of the Retail Management Team.

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First AidVarious members of the retail security team are trained to administer First Aid. Medical equipment is available in all of the security control rooms in case of an emergency. If a retailer has reasons to call for an ambulance to their premises, it is in the interests of everyone concerned that the Retail Management be informed at the same time, in order that every assistance can be offered to enable the Emergency Services to reach the location of the incident by the quickest and most suitable entrance route.

Fire Emergency and Evacuation Guidelines and ProceduresThe fire escape doors and corridors are not to be obstructed in any way whatsoever; the retailer has no rights whatsoever to use these accesses except for escape in case of fire or other emergency. The retailer should not cover or obscure any ‘Fire Exit’ signs.The following information has been prepared for the guidance and assistance of all retailers and their staff in respect of fire prevention, fire detection, the emergency and evacuation procedure to be followed.Retailer’s responsibility:Notwithstanding the information detailed hereafter, it remains at all times the responsibility of the retailers to ensure that the premises are used and managed with the utmost regard of the risk of fire and public safety. In particular, retailers should ensure that their staff adheres to the following:• Under no circumstances are any removals, connections, disconnections, alterations

or coverings to the sprinkler systems, the hose reel systems or the smoke detection systems allowed. No maintenance of the fire alarm system is to be undertaken without the written approval of the Retail Management and then only by a registered fire engineering contractor using qualified staff. The approved list can be obtained from the Retail Management Team (companies from the Dubai Civil Defence approved contractors list).

• Under no circumstances are any removals, connections, disconnections, alterations, over-loading, cross-wiring or the like to be undertaken to the electrical systems and circuits within the premises, without the written approval of the Retail Management and then only by a registered electrical contractor using qualified staff.

• Excluding items or merchandise that is available for sale to the general public or items that have been previously approved by The Retail Management, no waste material, combustible material, inflammable material, compressed gases and hazardous waste material shall be kept in the premises without the written approval of the Retail Management.

• All day-to-day garbage should be removed from the premises in accordance with the directions provided in this handbook previously.

• Except in those areas designated for food sale, production or those areas previously approved by the Retail Management acting reasonably, no cooking of any nature except for the provisions of hot beverages may be undertaken in the unit. Under no circumstances is the use of “Shisha” apparatus allowed anywhere in the unit or the property, except the retailers who have the right in their Lease Agreement.

FIRE AND EMERGENCIES

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• Secondly, the alarm will sound continuously; this is the signal to evacuate. • This will then be backed up by a recorded male voice stating “Attention. Attention.

Please leave the retail unit by the nearest exit!” in English and Arabic. This message is repeated continuously.

Evacuation ProceduresOn hearing the continuous fire alarm or a recorded message, or when advised to do so by the security staff, all occupants should evacuate the building by the nearest fire exit or public exit point.Under no circumstances should any elevators be used. The elevators in the common areas will automatically return to the lowest floor and will not be operational until reset by the Retail Management personnel.Under no circumstances should any escalators be used. These will automatically stop working and will not be operational until reset by the Retail Management.Prior to leaving their premises, all retailers and their staff should ensure that all customers have vacated and are secure.

Assembly PointsOn evacuating the unit, all occupants should assemble at the designated assembly points.Retailers are reminded that they are responsible for the safety of their staff once they are outside the retail unit. They must ensure all staff members are accounted for. When all are accounted for, the Store Manager MUST report to the unit representative taking the register. If the Store Manager cannot account for staff they must notify the Retail Representative as soon as possible so that the Dubai Civil Defence can carry out search and rescue.

Public EvacuationMembers of the public will evacuate the unit whenever required to do so.Members of the public will also be directed to the assembly point on evacuating the building.Upon the advice of the police or the fire services, members of the public will be permitted to return to their motor vehicles as appropriate and to remove these out of the public car parks as directed. BUT ONLY WHEN DIRECTED TO DO SO.The building has been designed in consultation with the Dubai Municipality and Civil Defence. All public areas and shop units have protected escape routes leading to street level and the whole building is covered by the unit smoke extract system, smoke curtains, smoke detectors, a sprinkler system and public address/alarm system.All the safety and security systems are monitored from a central control point in the security control room adjacent to management offices, which is attended 24 hours a day.

Electrical FailuresIn the event of an electrical failure, the retail unit’s emergency, lighting, fire services and public address/communication systems will be activated through the auxiliary electrical services.The control room will ascertain the likelihood of the length of the power failure. Dependent upon that knowledge and in consultation with retailers, a decision will be made as to whether to close the retail unit to the public.

• Under no circumstances should the service corridor, the escape routes, the emergency escape stairs or the associated fire doors be used for the storage of any items. Such violations may incur a fine.

Fire Alarm, Detection and Suppression SystemThe retail premises are equipped with a comprehensive fire prevention and detection system, which includes sprinklers to all areas and a central alarm system located throughout the entire complex. In the event of a fire, the alarm will be triggered automatically and emergency services called.The retailers’ fire alarms throughout the premises shall be tested from Sunday to Thursday morning, between 8:00 am to 1:00 pm or as advised by the Retail Management. Retailers will only be permitted to test their systems within this period. Retailers are to inform Retail Operations Team and service provider in charge of the site to check the activation/interface of the system with the main panel. (The retailer is to ensure that they get an alarm indication on their own panel and the bells in their unit activates).Should a fire related incident occur, a Retailer’s Demise Check will be carried out of the damaged area to undertake a safety audit. Findings will be sent to each retailer and respective head office.

Fire Fighting EquipmentAll premises should have a correct and complete set of fire extinguishers in addition to the sprinkler and smoke detection system, as advised by the Dubai Civil Defence.

Testing of EquipmentAll fire fighting equipment must be tested on a regular basis by qualified personnel and a record kept of tests and defects for inspection by the Dubai Civil Defence authorities or other such authorised persons. There are several providers in the local market that offer this service as a contract agreement. List of approved companies can be provided by Dubai Civil Defence.

Emergency EvacuationThe Retail Management will hold evacuation exercises annually. The information in the Fire Evacuation Plan covers the evacuation of the retail unit. Staff should take note of members of the retail security team advising to evacuate to another designated assembly point.LISTEN AND ASSIST THEM AS THEY ARE DIRECTING STAFF AND GUESTS AWAY FROM THE DANGER.

On Discovering a Fire• The alarm should be raised immediately, by setting off one of the nearest manual

call-points/‘break glass’ switches. • If possible, the control room should be contacted. • If possible, the fire department should be contacted, please see last section for

contact numbers.

Fire Alarm SystemThe retail fire alarm system operates in two modes:• First, the alarm will sound intermittently; this is a warning giving the opportunity to

prepare for evacuation.

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Retailer’s Responsibility

Retailers must:

• Comply with all relevant legislation, regulations, codes or practices and/or best trade practices relevant to their business activities.

• Allow the Retail Management and/or any persons authorised by them access to their part of the premises at all reasonable times.

• Comply with all reasonable requests from the Retail Management and/or the landlord’s insurers or other authorised advisers relative to the protection of the retail unit and people on or in the vicinity of it.

Cleaning/Usage Of Public Areas and Amenities

The Retail Management’s cleaning contractor will undertake cleaning, polishing, washing and the like of all public areas and amenities. It is the retailer’s responsibility to clean and maintain the internal areas of their premises.

The retail unit is cleaned throughout the day. Please ensure that your external door surface, shop front and the floor finish to the recessed area is cleaned daily before trading hours and that the standard of cleanliness is consistent at all times with that of the adjacent retail unit.

The owners of the retail unit sited Retail Merchandising Units with roofs must ensure the roofs are cleaned by the retailer’s staff on a weekly basis out of hours.

For those retailers who have not been provided with essential services, communal toilets are provided.

Please ensure that communal toilets are left clean and tidy after use and inform the Retail Management Team if supplies of soap or toilet paper need replenishing.

HOUSEKEEPING, HEALTH AND SAFETY GUIDANCE NOTES

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Restaurant / Fast Food Outlets

• All retailers must ensure that their grease traps are clean of any blockage. Such violations may incur a fine. In addition, any ventilation or extraction in the kitchen must be cleaned every 3 months. Failure to comply causes a fire risk and the Retail Management reserves the right to undertake this work on behalf of the retailer, on the retailer’s account. Such violations may incur a fine.

• The staff’s duty will be to maintain a clean and presentable front of house for the benefit of the retailers by clearing the covers used by their guests, returning cutlery, crockery, etc. to the relevant units.

• It is recognised that catering trades need a longer ‘close down period’ than retailers and whilst the nominated core trading times do apply, caterers can adopt a ‘last orders’ 30 minutes prior to closing. This however must be strictly adhered to.

Removal of Spillage

Requests for the removal of spillage and the like from the common areas and facilities should be made to the helpdesk.

Shop Fronts

It is the responsibility of the retailer to ensure that their shop front is clean.

Shop fronts and windows shall be cleaned regularly and at least at such intervals as may be requested by the Retail Management Team so as to ensure that they are in a good state of cleanliness. All cleaners’ cleaning materials and equipment shall be removed from the retail unit and any deposits of the cleaning process shall be mopped up and removed at least 15 minutes prior to the retailer’s trading hours.

Store windows are not to be obstructed in any way and no handwritten notices are to be displayed. No posters to be attached to the actual store windows.

Signage and windows should be cleaned regularly to remove dust and finger prints.

• The Retail Management will arrange for the maintenance and repair of the structure and associated systems of the unit. The retail maintenance and cleaning staff are employed to work in the common areas only.

• All retailers are responsible for the internal maintenance, repair and cleaning of their premises, including their shop front and fascia signs.

• At all times the retailers must keep their premises in a good state of repair and condition, including cleanliness as required in the lease.

Housekeeping

Retailers are required to co-operate with the Retail Management or authorised representative, when inspections of the whole of the unit are carried out periodically to check the general standards of housekeeping.

Pest Control

• The Retail Management Team must be informed immediately of any sighting of cockroaches, mice, rats or other pests within the retail premises. Failure to report may incur a fine.

It is the responsibility of each retail shop to keep their premises free of any pest.

All retailers must carry out regular pest control prevention in their premises. The Retail Management reserves the right to request proof of a contract with a reputable pest control company. Should this not be in place, the Retail Management Team retains the right to place the contract on behalf of the retailer, on the retailer’s account.

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SECURITY

The retail premises are staffed with security 24 hours a day, 7 days a week, all year. During these hours all parts of the retail premises will be covered by regular security patrols and constantly monitored by CCTV, communication systems and intruder alarms in the control room.It is emphasised that retailers remain responsible for the security of their own units, and for taking every precaution to safeguard monies, valuables and stock. Proper arrangements for the transport of money to banks outside the retail unit must be made. The Retail Management Team will not permit the retail unit security staff to act as escorts. It should be emphasised that the Retail Management Security Team has no jurisdiction in shop units. All retailers, if their business requires, to be directly connected to the Dubai Police Radio Control System. A detailed list of key holders’ names, addresses and telephone numbers is maintained in the security control room and it is essential that incoming retailers provide full details before occupancy and that all retailers notify security of any changes of temporary revisions to their key holding contacts.

Accident/Incident ReportingRetailers must notify the Retail Management immediately of:• A failure in services to the premises. • Any damage to the retail unit from any cause. • Bodily injury to a person arising from the condition of the retail unit, other than that part for

which the retailer is responsible. • Any call to the emergency services for assistance, giving details of the help required, so that

appropriate access can be arranged.

Control of Substances Hazardous to HealthOther than merchandise available for sale to the general public under the applicable law or suitable quantities of items used for maintenance or cleaning, no substances hazardous to health, including accumulative dusts, vapours and/or gases that could cause harm to any person are to be kept on the premises.

Electricity Safety• Any failure in the electrical installations within the retail unit. • Any potential damage to the installations from an accident e.g. by spillage of water or

corrosive materials, impact and the like. • A competent approved person must carry out all inspections, tests, repairs or maintenance

work on electrical equipment or their installation in the premises. wasl is to be informed of any changes on provided toll free number 800wasl (9275) or by email: [email protected].

• Any work on or near or likely to interfere with the retail unit’s electrical equipment or its installations must be carried out by a competent, approved person.

• Any person holding a key to an electrical switchgear cupboard in any part of the retail unit may use it only if authorised to do so. The Retail Management must be notified of any reason for access.

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Insurancewasl properties insures the structure of the retail premises, 3rd party and public liability within common areas only. This cover does not extend to the demised premises, or any items of stock, which retailers are responsible for.Retailers must notify the Retail Management immediately of any damage or incident likely to give rise to a claim on the landlord’s insurance.Retailers must maintain all insurance for their unit.Traffic Routes/Service Road/Parking Areas

Staff must comply with all correct traffic routing and car parking arrangements implemented by the Retail Management from time to time.The Retail Management reserves the right to restrict retailers from parking in the public parking areas.Water LeakageThe Retail Management must be advised immediately of any significant leakage of water from machinery and equipment from any supply pipe. The source of the supply to any defective machinery and equipment or pipe must be turned off as quickly as possible, without causing damage to other machinery or equipment in use.In the event of a major leak, electrical installations and equipment in the immediate area should be turned off. Thereafter all electrical systems must be checked by a qualified electrical person before their subsequent use.The plumbing and drainage facilities shall not be used for any purpose other than those for which they are constructed, and no foreign substance of any kind shall be deposited therein. The retailer will take every possible precaution to prevent blockage of the water drainage system, particularly by food, green waste and other such matter from kitchens. The retailer will regularly inspect, clear and maintain all waste interceptors and grease traps.The retailers need to submit the annual maintenance contract (AMC) of grease trap cleaning every year, whenever expired.

Security in Common AreasA 24 hours a day, 7 days a week, security patrol system is provided in the common areas.Any shop staff arriving prior to the hours when the retail premises are open to the public, or leaving after such hours, shall do so by means of the access designated for that purpose by the Retail Management Team. Cleaners and other service staff shall enter and leave the retail premises outside such hours by means of the night access designated for that purpose by the Retail Management Team. All persons entering or leaving the retail unit outside normal trading hours must report to the Security Control Room, to ensure that their presence is known in the event of an emergency. Retailers will comply with the retail unit’s reasonable directions as to the hours and times during which any part of the common parts shall be closed for servicing, redecorating, repair or any other reasonable purpose.

Security AssistanceNotwithstanding the above, security personnel will assist wherever possible in matters of general security in the premises only if requested by the retailer or his staff to do so and then only on a ‘without prejudice’ basis in advance of the arrival of any police officer requested to attend any security incident in the premises.

Retailer ResponsibilityRetailers are responsible for security in their own premises.

• All electrical switchgear cupboards must be kept locked at all times with ‘Danger High-Voltage Electricity’ and ‘Keep Locked’ signs visible at all time.

Environmental ProtectionNo person shall release, discharge or dump contaminants into the air, ground or water or any part of the premises or development.All dumping of rubbish and waste are prohibited within the premises. It must be controlled and properly disposed of. For any breach, wasl may apply to impose a monetary penalty.Floor LoadingNo floors in the premises shall be overloaded in excess of the loads outlined. Installation of heavy items such as safes or machinery, must be approved by the Retail Management and the Retail Management must be provided with:• Details of the size and the weight of the object.• A method statement from the contractor giving full details of the installation.Loading and UnloadingAll loading and unloading and dispatch of goods shall be carried out in the area and by means only of the service accesses and goods hoists or other entrances and accesses designated for such purposes by the Retail Management Team and only at such times as may be appointed by the Retail Management Team. No unnecessary obstruction shall be caused in any part of the retail unit. Deliveries through the retail unit or other public areas shall not be made during the retail opening hours except by prior arrangement with the Retail Management Team and then only by soft wheeled trucks or pallets leaving no blemish on the retail surface.Goods ElevatorsIf there is any doubt as to the capacity of the goods lifts, store managers must contact the Retail Management Team. Service Roads and Loading BaysAll service roads may only be used for loading and unloading. Hours of operation will be determined by the Retail Management Team in consultation with the retailers. Vehicles must be removed immediately after loading and unloading. No retailer, nor any agent, employee, concessionaire, nor contractor employed by the retailer, may at any time park vehicles on the service deck. This area is for loading and unloading. Private vehicles that abuse this facility will be issued a parking ticket, which will result in a fine or the removal of the vehicle.Gas SafetyRetailers that have gas appliances must ensure that all their gas appliances, flues and installation pipe work are regularly inspected and maintained in a safe condition and that all inspections, test, repairs or maintenance work on such installation are carried out by a competent and qualified person.Any leak from a gas appliance or pipe work must be immediately notified to Retail Management and the appropriate Civil Defence Authority.Any person smelling gas must:• Not use any light or other electrical switches. • Ensure that there are no naked flames or lit cigarettes in the vicinity. • Ensure that no person is allowed to enter the affected area. • Advise any person in the affected and surrounding area to vacate. • Ventilate the affected area.

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11Causing disturbance (in any form e.g. sound, dust etc.) to neighbouring Tenants (Residential or Retailers)

1000 Job will be stopped until further notice

12 Carrying out work against safety regulations:

12.1 Smoking inside the unit 500 Job will be stopped

12.2 Not wearing safety shoes 500

12.3 Not wearing safety helmet 500

12.4 Use of electricity in the common area without approval 1000

12.5 No fire extinguisher/fire bucket on site 500

12.6Use of industrial device like LPG or welding without work permit and not wearing FPG

1000

13 Connecting to the chilled water provision without pressure test 1000 Tenant will be charged

the damage cost

14 Closing and opening of sprinkler valve without permission 1000 Tenant will be charged

the damage cost

15 Abusive and arrogant behavior towards wasl properties staff or Tenants 1000

Contractor will be asked to stop work until further notice from wasl

16Open for business without Completion Certificate from wasl and government authorities (DM & DCD)

1000Tenant will be asked to stop business until further notice from wasl

17Open for business using wasl Temp power connection and not installing Electric meter.

2000

Electric connection will be cut off and Tenant will be informed to apply for Permanent connection.

18 Advertising for business during the fit-out period without permission 1000 For each occasion

Sr. No.

Violation Penalty (AED)

Remarks

1 Non-availability of English/Arabic speaking Supervisor/Foreman at site 800 For each occasion

2Starting fit out works without obtaining necessary approvals (wasl & government approvals)

1000 Job will be stopped until further notice from wasl

3 Job is not being executed as per approved drawings 1000 Job will be stopped until

further notice from wasl

4 Damages:

4.1Damage to the common area including but not limited to façade, service lift and external painting

1000 Tenant must rectify the damage

4.2 Damage to the hoarding 1000 Tenant must rectify the damage

4.3 Not providing proper hoarding 1000 Tenant to install proper hoarding

5 Working outside the retail lease line without approval 1500 For each occasion

6Keeping debris and/or garbage outside the retail lease line, and not cleaning the site on daily basis

2000For each occasion Tenant should clean the area

7 Working without or with expired fit out work permit 1000 Job will be stopped

8 Working without or with expired fit out work permit 1000 Job will be stopped

9 Not using the allocated drop off points during the fit out period 1000 For each occasion

10 Damaging equipment in the unit such as FCU, pipelines, air curtains…etc. N/A

Tenant to replace units/rectify damages at their own expense. If damages affected neighbouring Tenants, job will be stopped until further notice.

RETAIL UNITS FIT OUT PENALTIES FOR VIOLATIONS

11 Utilising the frontage (area outside the outlet) without applying for NOC 1000

First instance, Tenant informed to remove, successive incidences notices shall be issued.

12 Putting advertisement inside the mall without NOC 1000

First instance, Tenant informed to remove, successive incidences notices shall be issued.

13Switching off the outlet air conditioning system and utilising the common area air conditioning without glass facade

500

Outlet AC switched back on by Tenant, successive incidences, notice shall be issued.

14 Opening the outlet with less/no goods 500

First instance, Tenant informed to rectify. Successive incidences notices shall be issued.

15 Any kind of damage to common area services. 1000 Damage to be rectified,

notice to be issued

16 Carrying out any kind of activity without prior approval. 1000 Event/activity to

be stopped

RETAIL OUTLET OPERATIONS PENALTIES FOR VIOLATIONS

Sr. No

Violation Penalty (AED)

Remarks

1 Late opening of the outlet 1000 Tenants should adhere to the timings

2 Early closing of the outlet 1000 Tenants should adhere to the timings

3 Closing during working hours (excluding prayer time) 500 Tenants should adhere to

the timings

4 Inadequate cleanliness in the outlet (with evidence) 500


5 Activities affecting the cleanliness of the common areas 500


6 Retail outlets facade inadequately clean 500


7 Signage light is switched off 500


8Disposal of garbage during the working operational hours (without specific approval for the same)

1000


9Stocking of goods during the operational hours (without specific approval for the same)

1000


10 Practices that endanger the health and safety of the customers inside the outlet 5000 Notice to be issued from

first instance

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Photography and Filming

Prior permission must be obtained if you wish to take photos or film outside your unit or for commercial or external use. At no times is photography permitted in our back of house areas, in or around surrounding restrooms and within retail tenancies.wasl properties reserves the right to stop filming/photographing if done so without management approval or if it is deemed inappropriate or otherwise at wasl properties’ discretion. Please contact a member of the Retail Management Team to obtain an application form or if you require further information, refer to No Objection Certificate section.

Leaflets/Hand-outs/Promotional Staff or Characters/MascotsThe Retail Management Team does not permit the handing out of leaflets/hand-outs or stationing of promotional staff/characters/mascots in and around the retail unit (including car parks) by retailers or external businesses unless the Retail Management’s prior approval has been obtained.

Restrictions On External PartiesThe Retail Management Team seeks to minimise unsolicited offers of goods or services in the retail premises by unauthorised third parties. Therefore, it is requested that retailers please notify the Retail Management of the following:• Unauthorised photographic activity and video recording within the premises. • Unwanted sales approaches in the premises.• Market research other than that initiated or authorised by the Retail Management Team who will be identified by badges. PromotionsAll promotions require Dubai Economic Department approvals and to inform Retail Operations Team prior to implementation.

Events

Please note that all events require permission from the Retail Management Team who asks to be advised of in-store events to ensure safety and security of all guests is maintained. Also, note that you require approval from the Dubai Economic Department for all events.

For further information please contact our call centre on 800wasl (9275).

Specialty LeasingSpecialty Leasing provides retailers and entrepreneurs the opportunity to be part of a dynamic retail environment. Specialty Leasing allows maximum exposure to potential guests, with minimal overhead expense and is a short term, cost effective way to test new concepts on new markets.Please contact the Retail Management Team for contacts to obtain further information regarding availability of sites and opportunities in the retail unit.• Advertising Panels • Promotional Spaces A list of promotional spaces and kiosks are available for rent via the Retail Management Office.

Multimedia NetworkFor more information regarding the multimedia network within the retail unit please contact the Retail Management. Please request a copy of the rate card and brochure for more details via the management office.

Marketing is an important function within the retail operations and the marketing team is available to provide retailers with assistance in their marketing efforts. You must not use the wasl properties or the retail logo and font in any format without written approval from wasl properties.

Should you require information that will assist you in organising special events or promotions within your store, please contact the Retail Management, who will be happy to provide suggestions in the following areas:• Advertising/Public Relations • Media • Promotions • Ticket/Sign Writing • Point Of Sale Material

Calendar of EventsThe retail-marketing calendar, outlining key activities for the coming year will be made available on request.

CommunicationsThe Retail Management will keep retailers abreast of current retail news and activities. We will regularly communicate with retailers through a variety of channels. Most often, important information is sent from the Retail Management Team via newsletter or memoranda. However the Retail Management Team may hold numerous retailer functions throughout the year to discuss retail operations. Regular newsletters will be distributed to retailers with important information about all areas of the retail premises.

The Retail WebsiteThe retail website offers 24 hour access to a range of retail information including retail events, promotions and special offers.

SignageProfessionally prepared signage is an excellent means of communicating with guests. However, certain messages and signs such as those listed below are strictly prohibited at the retail premises.• Moving/rotating/flashing signs • Noise making signs • Hand-written signs

Public Address SystemThe PA system is for the use of the Retail Management Team to give general or guest announcements only. It will not be used for retailer advertising purposes by retailers.

MARKETING

Dear Retailers,

Please complete the below with the most current information for our records.Please notify any changes to information provided.

1) Retailer’s Details

Retailer’s Name (as per Trade License) : Operating Store Name :

Location / Unit Number : Store Manager’s Name :

Store Manager’s Mobile No. : Store Phone No. :

Store Fax No. : Store Email Address :

Head Office - Manager’s Name : Head Office - Manager’s Mobile No. :

Head Office Address & P.O. Box No. : Head Office Phone No. :

Head Office Fax No. : Head Office Email :

Head Office - Manager’s Mobile No. :

2) Emergency Contacts - Will only be contacted in case of an emergency

FORM NO. 1: CONTACT INFORMATION - RETAILER’S KEYHOLDERS

Date: _______________________ Pass #: _____________________

FORM NO. 2: OUT OF OPERATING HOURS ACCESS PASS

Retailer’s Name : ___________________________________________________________________________________________

Unit No. : ___________________________________________________________________________________________

Location : ___________________________________________________________________________________________

Gross Sales Turnover For Month Of : ___________________________________________________________________________________________

Date Of Statement : ___________________________________________________________________________________________

Gross Sales AED : ___________________________________________________________________________________________

Authorised Signatory : ________________________________________

Date : ________________________________________

Please complete the above with the most accurate information and return by email to: _________________________________________________________

FORM NO. 3: STATEMENT OF GROSS SALES

800wasl (9275)www.waslproperties.com