1. Acceptance of Terms

By accessing our website, app, or booking channels, or by using any ride, you acknowledge that you have read, understood, and agreed to be bound by these Terms and our policies referenced herein.

2. Services

We provide professional chauffeured transportation including airport transfers, point-to-point rides, hourly as-directed bookings, business travel, and special event transportation. Service availability is subject to fleet, location, and regulatory requirements.

3. Accounts & Eligibility

• Users must be at least 18 years old to create an account or make a booking.
• You are responsible for safeguarding your login credentials and account activity.
• Providing accurate personal and payment details is required for booking.

4. Booking & Payment

• Confirmation: Bookings are confirmed upon successful payment authorization or issuance of a confirmation notice.
• Pricing: Fares may include base rate, distance/time charges, tolls, parking, airport fees, surcharges (e.g., night/holiday), and VAT where applicable.
• Payment Methods: We accept the payment methods shown during checkout (e.g., cards, Apple Pay/Google Pay, corporate invoicing where approved).
• Pre-Authorization: A temporary hold may be placed on your card to validate funds prior to service.
• Receipts: Digital receipts are issued to the email on file.

5. Changes, Waiting Time & No-Show

• Changes: Booking changes are subject to availability and may affect pricing.
• Waiting Time (Point-to-Point): A complimentary grace period may apply (typically 10 minutes). After the grace period, per-minute waiting charges apply.
• Airport Pickups: Standard grace period after actual landing time (e.g., 45–60 minutes for international, 30 minutes for domestic) unless otherwise stated at booking. Parking fees may apply.
• No-Show: If the passenger is not present at the pickup location by the end of the grace period and cannot be reached, the ride may be marked as no-show and charged in full.

6. Cancellation & Refunds

• Standard: Free cancellation up to the cutoff shown at booking (commonly 24 hours before pickup). After the cutoff, fees up to 100% may apply.
• Hourly/Events/Fleet-Specific: Longer notice periods may apply for specialty vehicles or peak events.
• Refunds: Approved refunds are processed to the original payment method; bank posting times may vary.

7. Passenger Conduct & Safety

• Seat belts must be worn at all times. Child seats are required per local law.
• No smoking, vaping, or illegal substances in vehicles.
• Drivers may refuse service if safety is at risk (intoxication, harassment, abuse, etc.).
• Food and beverages may be restricted to protect vehicle interiors.

8. Damage, Cleaning & Fees

• You are responsible for any damage to the vehicle caused by you or your party.
• Excessive cleaning (e.g., spills, stains) may incur a cleaning fee as per our fee schedule.
• Tolls, parking, and miscellaneous charges incurred during the trip will be billed to you.

9. Delays & Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (including traffic, weather, accidents, road closures, security checks, or force majeure). We will make reasonable efforts to minimize disruption.

10. Privacy & Data

We process personal data in accordance with our Privacy Policy. By using our services, you consent to such processing. Data may be used for booking, safety, support, compliance, and service improvements.

11. Liability & Insurance

• Our liability is limited to the amount paid for the affected booking, to the maximum extent permitted by law.
• We maintain insurance as required by applicable regulations.
• We do not accept liability for indirect or consequential losses.

12. Intellectual Property

All website/app content (logos, text, graphics) is owned by or licensed to us and protected by applicable IP laws. You may not use our marks without prior written consent.

13. Governing Law & Disputes

These Terms are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai. Any disputes shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE, unless mandatory law provides otherwise.

14. Changes to Terms

We may update these Terms from time to time. The revised version will be effective when posted with the updated date above. Continued use of our services constitutes acceptance.

15. Contact

For questions or support, contact us:

• Email: info@excellence-limo.com
• Phone: +971 58 600 0526
• Website: excellence-limo.com