Terms & Conditions

  1. About these terms

These Terms and Conditions apply to all chauffeur, airport meet and assist, and related ground transportation services (the “Services”) provided by Time and Motion DMCC (“T&M”, “we”, “us”), a company registered in Dubai, United Arab Emirates.

They apply to bookings made through our website, our online booking and quotation tools, and by email, telephone or messaging. By confirming a booking, you agree to these terms on behalf of yourself and every passenger travelling under that booking.

Where a client has a signed service agreement with T&M, the terms of that agreement take precedence over these Terms and Conditions to the extent of any conflict.

  1. Bookings

A booking is confirmed only when we issue a written confirmation. Quotations are valid for the period stated on them and are subject to vehicle and chauffeur availability.

The person making the booking is responsible for ensuring that all booking details are accurate and complete, including passenger names, contact numbers, pickup and drop-off locations, times and flight details. We are not responsible for delays or additional costs caused by incorrect or incomplete information.

Special requests, such as child seats, a specific vehicle or a named chauffeur, should be made at the time of booking. We will make every effort to meet them but cannot guarantee them unless confirmed in writing.

  1. Prices

All prices are quoted in UAE Dirhams (AED) unless stated otherwise, and are exclusive of VAT unless stated otherwise.

Unless included in your quotation, the following may be charged in addition to the quoted price:

  • parking fees and road tolls incurred during the booking;
  • waiting time beyond the allowance stated in the quotation;
  • additional hours, stops or changes to the route requested during the journey; and
  • cleaning or damage charges under Section 8.

Any additional charges will be itemised on your invoice or receipt.

  1. Payment

Online payments are accepted by Visa and Mastercard and are processed through a secure payment gateway. Card details are submitted directly to our payment provider over an encrypted connection.

Card payments may be subject to a surcharge of up to 3.7%, which will be confirmed before payment.

Account clients are invoiced and pay in accordance with their service agreement.

If a payment is declined or reversed, we may cancel the booking or suspend further Services until payment is received.

  1. Amendments and cancellations

Amendments and cancellations must be made in writing. The cancellation policy for each booking is stated in your quotation or confirmation, and cancellation charges apply in line with that policy.

Where a booking has been paid in advance and is cancelled within the agreed cancellation terms, we will refund the amount paid, less any applicable cancellation charges, within 15 working days. Refunds are made to the original method of payment.

If a passenger does not arrive for a confirmed pickup and we have made reasonable efforts to contact them, the booking will be treated as a no-show and charged in full.

  1. Airport pickups

For airport pickups, we monitor the flight details provided and adjust the pickup time for early or late arrivals. Waiting time allowances for airport pickups are stated in your quotation.

Meet and assist services are provided as described in your quotation and are subject to airport authority rules.

  1. Our service
  • We will provide the Services with reasonable skill and care, in line with good industry practice.
  • We may use carefully selected affiliate operators to provide Services, particularly outside the United Arab Emirates. These terms apply in the same way to Services provided by our affiliates.
  • The chauffeur may choose the most suitable route for the journey unless a specific route is agreed at the time of booking.
  • Chauffeurs will comply with all traffic laws, including speed limits, and will not act on passenger requests to break them.
  • Only the assigned chauffeur may drive the vehicle.
  • The number of passengers and amount of luggage must not exceed the capacity of the vehicle booked. The chauffeur may refuse luggage that is excessive or unsafe to carry.
  • All vehicles are non-smoking, including e-cigarettes.
  • Passengers are responsible for wearing seatbelts at all times.
  • If a vehicle breaks down, we will arrange a replacement vehicle as quickly as possible.
  1. Passenger conduct

The chauffeur may refuse to carry, or may end the journey of, any passenger who is under the influence of alcohol or drugs to an extent that affects safety, or who behaves in an abusive, aggressive or threatening manner. The full price of the booking remains payable.

The client is responsible for the cost of repairing any damage to a vehicle caused by a passenger, and for reasonable cleaning costs where a vehicle is left in a condition requiring more than normal cleaning.

  1. Delays and liability

We plan every journey carefully, but journey times can be affected by traffic, weather, road closures and other factors outside our control. We are not liable for any loss arising from delays caused by such factors, including missed flights, meetings or connections.

Passengers’ belongings are carried at their own risk. We will make reasonable efforts to return any items left in our vehicles but cannot accept responsibility for their loss or damage.

To the extent permitted by the laws of the United Arab Emirates, our total liability in connection with any booking is limited to the price paid for that booking. Nothing in these terms limits liability that cannot be limited under applicable law.

  1. Events beyond our control

We are not responsible for any failure or delay in providing the Services caused by events beyond our reasonable control, including severe weather, natural disasters, government action, civil unrest, strikes, public health emergencies or major disruption to roads or airports. Where a booking cannot go ahead for these reasons, we will offer an alternative arrangement or a refund of the amount paid for the affected Services.

  1. Sanctions

We do not provide Services in breach of applicable sanctions laws and regulations, and may decline or cancel any booking that would do so.

  1. Privacy and confidentiality

We treat all passenger and booking information as confidential. Our chauffeurs and staff do not disclose passenger identities, itineraries or conversations to anyone not directly involved in the booking.

We do not photograph or record passengers for promotional purposes.

How we collect and use personal data is explained in our Privacy Policy.

  1. Children

Bookings must be made by persons aged 18 or over. Children must travel with a responsible adult, and child seats must be requested at the time of booking.

  1. Complaints

If you are unhappy with any part of our service, please contact us in writing at talk@time-motion.net within 7 days of the journey, with the booking reference and details of your concern. We will investigate and respond promptly.

  1. Governing law

These Terms and Conditions are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute arising in connection with them or the Services shall be subject to the exclusive jurisdiction of the courts of Dubai.

  1. Changes to these terms

We may update these Terms and Conditions from time to time. The version published on our website at the time of your booking applies to that booking.

  1. Contact

Time and Motion DMCC
Office 2807, HDS Tower, Cluster M, Jumeirah Lakes Towers
P.O. Box 487178, Dubai, United Arab Emirates
Email: talk@time-motion.net
Telephone: +971 4 453 9307