Terms of Service
For riders using the drivoo app or drivoo.io
1. About these terms
These terms apply when you use the drivoo app or drivoo.io to book or take a ride. Our Cancellation and Refund Policy is part of them, and our Privacy Notice explains how we use your data. You accept these terms when you create an account or book a ride.
2. Who we are and who drives you
drivoo is operated by TechSphere Solutions Ltd, IH01, Innovations One, DIFC, Dubai, United Arab Emirates, licence number CL8452, issued by the Dubai International Financial Centre (DIFC). In these terms, "drivoo", "we" and "us" mean TechSphere Solutions Ltd.
We take your booking and your payment, and we arrange your ride with a licensed limousine company (a fleet), whose chauffeur drives you in one of its cars. drivoo is a technology and booking platform, not a transport operator: we don't own the cars or employ the chauffeurs. The fleet carries out your ride and holds the licences and permits its cars and chauffeurs need in each emirate.
3. Your account
- You sign in with a code we send to your mobile number, or with a link we send to your verified email address. Keep your phone and email secure: bookings made from your account are yours.
- You must be 18 or older to hold an account.
- You can hold one active booking at a time. A return trip booked together with its outbound counts as one. You can book again once your ride is completed or cancelled.
- While you owe us a balance, you can't book again until it is paid, as the Cancellation and Refund Policy explains.
- You can delete your account in the app at any time. Our Privacy Notice explains what happens then.
4. Booking and prices
Prices come from our published rate card. Before you book, we show you the price of your trip, item by item. An estimate shown earlier in the app is marked as one and priced again when you confirm. The price is fixed on your booking when you confirm it.
The price is made up of the fare (a fixed price between zones, or a price by distance and time, never below the minimum fare), airport fees, a surcharge for trips between emirates, the extras you choose, a booking fee and any promo code discount. At busy times a time of day or demand multiplier may apply to the fare, and the price you are shown includes it. VAT is added where it applies. Estimated Salik is shown separately and is not in the total.
Your final total can be more or less than the price shown when you booked:
- waiting beyond the free time;
- Salik and Darb tolls and parking during the trip, at cost with no markup;
- stops or extras you add, and any tip;
- for a chauffeur by the hour: the greater of the hours booked and the hours used, rounded up to the next half hour, and each kilometre beyond the distance included;
- where we have turned it on, a new price on the same rate card when the distance or time driven is well beyond the route we quoted.
A ride booked through a hotel or company partner may be priced on that partner's rate card. One promo code can be used per booking; it never reduces tolls or parking and has its own conditions. Ride credit and referral rewards are as shown in the app, can be spent only on drivoo rides and are never paid out in cash.
5. Paying
- You pay by card, or with Apple Pay or Google Pay where offered, through our payment provider Stripe. Your card details go straight to Stripe and never reach us. Cash is accepted only where the app offers it. Partners can be billed on account under their agreement with us.
- When you book with a card, we place a temporary hold on it and charge it once at the end of the ride. The Cancellation and Refund Policy explains the hold, what happens if a charge fails, refunds and balances.
- Your payment method is fixed once a chauffeur accepts your ride. After that, only our support team can change it, with a reason, and your chauffeur is told.
- You get a receipt for every ride, and a fee receipt for every cancellation or no-show fee, by email and in the app, as one PDF in English and Arabic. A charge added after the ride gets a supplementary receipt, and every refund a credit note.
6. Your ride
- Be at the pickup point at the booked time. The app shows your chauffeur, the car and where it is. Contact your chauffeur through the chat in the app. A guest who doesn't use the app may be called by the chauffeur on the guest's own number, only while the ride is active.
- The car must fit your party and luggage. Tell us the number of passengers and bags when you book; your chauffeur may refuse luggage that doesn't fit the car booked. A child seat is available only when you add it.
- For an airport pickup, give your flight number. We follow the flight and move your pickup time with it.
- Follow the law in the car, including wearing a seatbelt, and treat your chauffeur with respect. A chauffeur may refuse or end a ride when safety is at risk. Don't smoke, carry anything illegal or dangerous, damage the car, or behave in a threatening, abusive or unlawful way. If you do, we or the fleet may refuse or end the ride and report it to the police or the transport authority, and you are responsible for any damage you cause.
- If a trip has to stop for an emergency, you pay for the part driven only if you caused the stop. Otherwise you pay nothing.
- In an emergency, call 999. The Emergency option in the app's settings dials it.
7. Cancellations, no-shows and refunds
Our Cancellation and Refund Policy sets out when you can cancel for free, what late cancellations, no-shows and waiting cost, and how refunds work. It is part of these terms.
8. Ratings
After a ride you can rate your chauffeur, and your chauffeur can rate you. A partner who referred you to drivoo sees the details of the rides it referred, including ratings.
9. Business rides
If your company adds you to its drivoo business account, you can switch between Personal and Business in the app. A business ride is paid by your company, and your company sees your business rides, never your personal ones. Our Business Terms cover your company's side.
10. Support and complaints
Raise a support request in the app about anything to do with a ride. The Cancellation and Refund Policy explains how requests, ride credit and reopening work. If you're not satisfied with our answer, write to us at hello@drivoo.io and we will look at it again. Nothing in these terms takes away any right you have under the consumer protection law that applies to you.
11. Responsibility
We plan airport pickups with flight data, but we can't control flights, traffic or road closures. Journey and arrival times shown in the app are estimates. Neither we nor the fleet are responsible for a delay, or for a missed flight or appointment, caused by flight changes, traffic, road closures, weather, accidents or other events outside our or the fleet's control. Leave extra time when you have a flight to catch.
The fleet that carries out your ride is responsible for the ride itself: the chauffeur, the car, its insurance and the driving. We are responsible for our booking service. As far as the law allows, our total liability to you for a booking is limited to the amount you paid for it, and we are not liable for indirect losses, such as lost earnings or opportunities. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited or excluded.
Lost property: raise a support request in the app. We pass your request to the fleet and help you arrange to get the item back, but you are responsible for your belongings and we can't promise an item will be found or returned.
12. Restricting or closing an account
You can delete your account in the app. We restrict booking while a balance is unpaid, as the Cancellation and Refund Policy explains. We may also suspend or close your account for fraud or misuse of payments, theft, threatening or abusive behaviour towards a chauffeur or our team, or a serious breach of these terms or of the law, including transport authority rules. We tell you the reason by email or text message, unless the law or an investigation stops us, and you can ask us to review the decision at hello@drivoo.io.
13. Law and disputes
These terms are governed by the laws of the Dubai International Financial Centre (DIFC), and the DIFC Courts decide any dispute about them. This doesn't take away any protection the law gives you that can't be excluded by agreement.
14. Changes to this document
The version and date at the top show which text is in force. When we change it in a way that matters, we tell you and ask you to accept it again in the app or on the website before your next booking.
15. Contact us
Raise a support request in the app, or contact us at hello@drivoo.io or +971 52 111 0154.