01
Scope of Services
Supplier agrees to provide transport services (transfers, tours, or itinerary-based pickups) as per separate booking confirmations, itineraries, or vouchers issued by Supplier to Agency.
02
Pickup Timings, Free Waiting Time & Passenger Delay Charges
2.1 — Free Waiting Time
You are requested to maintain the timings for pickups as per your itinerary. The following free waiting time is included in our offered prices:
| Transfer Type | Free Waiting Time |
|---|---|
| Airport → Hotel | 60 minutes (from flight landed time) |
| Hotel → Airport | 30 minutes |
| Hotel → Hotel | 10 minutes |
| Train Station → Hotel | 15 minutes (from train arrival time) |
2.2 — Waiting Charges After Free Time
After the free waiting time expires, additional charges apply:
€20 EUR per every 5 minutes (or part thereof).
This charge is mandatory and must be paid by the guest in CASH directly to the driver before the journey continues. No invoice will be raised by Supplier to Agency. It is a direct passenger liability.
This charge is mandatory and must be paid by the guest in CASH directly to the driver before the journey continues. No invoice will be raised by Supplier to Agency. It is a direct passenger liability.
2.3 — Agency Hold Time – No Freeze on Waiting Charges
If the driver is present at the pickup location and the Agency requests the driver to wait while the Agency contacts the guest, waiting time charges (€20 per 5 minutes) shall continue to accrue without pause.
The Agency is bound to either:
| Option | Agency Obligation |
|---|---|
| (a) Accept Liability | Pay Supplier directly if guest refuses waiting charges |
| (b) Bind the Guest | Immediately require the guest to pay cash with no further notification |
The driver is not required to send any reminder once free waiting time expires. Waiting charges apply automatically. If the guest refuses to pay cash, the driver may cancel the trip immediately, and the full trip amount remains payable by Agency as a no-show fee (per Clause 6).
03
Changes, Late Arrival, Late Meetup & Upgrades
Any changes, late arrival, late meetup, or upgrading demanded by the guest will be subject to availability. The additional charges shall be solely borne by the guest.
Supplier reserves the right to demand immediate payment (cash or online) before providing such changed or upgraded service.
04
Seat-in-Coach (SIC) Transfers – No Liability for Delays
If you are booked on SIC (Seat-in-Coach) transfers, you kindly agree to cooperate in case of any delay in pickup time from the hotel due to:
Cause 1
Traffic Conditions
Cause 2
Delays by Other Co-Passengers
No refund, discount, or liability shall be accepted by Supplier for such SIC delays.
05
Payment Terms (Between Companies)
5.1 — Invoicing
Supplier shall invoice Agency upon confirmation of each booking, not after trip completion.
5.2 — Standard Payment Deadline
Payment is due within 10 calendar days from the invoice date. Failure to pay results in:
| Consequence | Detail |
|---|---|
| (a) Price Change | Supplier reserves the right to revise the agreed price upward without further notice |
| (b) Service Unavailability | Supplier may cancel or refuse to provide the confirmed transport services |
5.3 — Last-Minute Bookings
For any booking made less than 48 hours before the scheduled pickup time, payment shall be made instantly — before the driver departs to the pickup location. Supplier may request a screenshot or confirmation of instant payment as proof.
5.4 — Guest-Paid Charges – No Commission & No Reporting
Any waiting charges paid by guest directly to driver (per Clause 2) and any extra charges per Clause 3 are:
| Rule | Detail |
|---|---|
| Commission Rate | 0% Commission to Agency |
| Reporting | Not required to be reported in Agency's invoice from Supplier |
| Agency Mark-Up | Agency agrees not to add any mark-up, service fee, or commission on guest-paid cash charges |
06
Cancellation & No-Show Policy
All cancellations must be made in writing (email or formal communication). Verbal cancellations are not accepted. The time of cancellation is based on when the written request is received by Supplier.
6.1 — Standard Transfers (Airport / Hotel / Point-to-Point)
| Cancellation Notice | Refund / Charge |
|---|---|
| More than 48 hours before pickup | 100% Refund |
| 24 to 48 hours before pickup | 50% Refund (50% cancellation fee) |
| Less than 24 hours before pickup | 0% Refund (100% cancellation fee) |
| Passenger no-show at pickup point | 0% Refund + full trip amount payable |
6.2 — Half-Day & Full-Day Tours
| Cancellation Notice | Refund / Charge |
|---|---|
| More than 7 days before tour date | 100% Refund |
| 3 to 7 days before tour date | 75% Refund (25% cancellation fee) |
| 24 to 72 hours before tour date | 50% Refund (50% cancellation fee) |
| Less than 24 hours before tour date | 0% Refund (100% cancellation fee) |
| Passenger no-show at meeting point | 0% Refund + full tour amount payable |
6.3 — Multi-Day Tours & Packages
| Cancellation Notice | Refund / Charge |
|---|---|
| More than 30 days before tour start | 100% Refund (minus non-refundable deposits) |
| 15 to 30 days before tour start | 75% Refund (25% cancellation fee) |
| 7 to 14 days before tour start | 50% Refund (50% cancellation fee) |
| 48 hours to 6 days before tour start | 25% Refund (75% cancellation fee) |
| Less than 48 hours before tour start | 0% Refund (100% cancellation fee) |
| Passenger no-show on Day 1 | 0% Refund + full package amount payable |
6.4 — Group Bookings (5+ Passengers / 3+ Vehicles)
| Cancellation Notice | Refund / Charge |
|---|---|
| More than 14 days before service | 100% Refund |
| 7 to 14 days before service | 50% Refund (50% cancellation fee) |
| 48 hours to 6 days before service | 25% Refund (75% cancellation fee) |
| Less than 48 hours before service | 0% Refund (100% cancellation fee) |
6.5 — Peak Season & Special Event Cancellations
Peak season: December 15 – January 15, public holidays, New Year, Christmas, Ramadan, Eid, National Day, major exhibitions (Gulfood, Dubai Shopping Festival). A 20% non-refundable deposit is required at confirmation.
| Cancellation Notice | Refund / Charge |
|---|---|
| More than 21 days before service | 100% Refund (minus non-refundable deposits) |
| 14 to 21 days before service | 50% Refund (50% cancellation fee) |
| 7 to 13 days before service | 25% Refund (75% cancellation fee) |
| Less than 7 days before service | 0% Refund (100% cancellation fee) |
6.7 — No-Show Policy
A passenger is considered a "no-show" if they:
| # | Condition |
|---|---|
| 1 | Are not present at the designated pickup point within 15 minutes after the free waiting time expires (for transfers) |
| 2 | Do not arrive at the tour meeting point within 15 minutes of the scheduled tour start time |
| 3 | Cannot be contacted by phone/message for 15 minutes after the scheduled time |
Consequence of No-Show: 100% of the booking amount is forfeited. No refund, rescheduling, or credit will be provided.
6.8 — Early Departure & Late Return
| Scenario | Policy |
|---|---|
| Passenger voluntarily ends tour early | No refund for unused portion |
| Passenger voluntarily extends tour | Additional charges apply (subject to availability) |
| Supplier ends tour early due to passenger behavior | No refund |
| Supplier ends tour early due to unforeseen circumstances | Pro-rata refund for unused portion, OR alternative date offered |
6.9 — Rescheduling / Date Change
| Notice Period | Policy |
|---|---|
| More than 7 days before original date | Free rescheduling (subject to availability) |
| 48 hours to 7 days before original date | 20% rescheduling fee + any price difference |
| Less than 48 hours before original date | Not allowed — treated as cancellation (0% refund) |
10
Force Majeure
In the event of force majeure (natural disasters, war, civil unrest, government lockdowns, airline strikes, airport closures, pandemic restrictions, or any event beyond Supplier's control):
| Situation | Policy |
|---|---|
| Supplier cancels service due to force majeure | 100% credit note (valid 12 months) OR 80% cash refund (20% admin fee) |
| Passenger cancels due to force majeure | 75% credit note (valid 6 months) OR 50% cash refund |
Supplier is not liable for any consequential losses (hotel, flight, or other bookings).
6.10
Refund Processing
| Item | Detail |
|---|---|
| Refund Method | Same method as original payment |
| Processing Time | 14 to 21 business days |
| Bank / Processing Fees | Deducted from refund amount (if applicable) |
| No-Show Refunds | No refund under any circumstance |
6.11
Cancellation by Supplier
Supplier reserves the right to cancel a booking due to:
Reason 1
Insufficient passengers for SIC tours
Reason 2
Vehicle breakdown with no substitute available
Reason 3
Extreme weather or unsafe road conditions
Reason 4
Government restrictions or curfews
If Supplier cancels: Customer receives 100% refund OR 100% credit note (customer's choice). No additional compensation payable.
07
Liability & Indemnity
Supplier's liability is limited to the trip value. Supplier is not liable for:
| # | Excluded Liability |
|---|---|
| 1 | Loss of connecting flights, tours, or business opportunities due to delays |
| 2 | Passenger belongings — passengers must manage their own luggage |
| 3 | SIC delays as covered in Clause 4 |
If the Agency seeks compensation, it must provide: (1) Original/certified copies of bills evidencing the alleged loss, and (2) Proof of payment within 10 days of the incident, submitted to ops@eiaglobaldmc.com.
In the absence of such documentation, the claim shall be deemed invalid and automatically waived.
In the absence of such documentation, the claim shall be deemed invalid and automatically waived.
08
Governing Law & Dispute Resolution
Governing Law
Dubai, UAE
Dispute Resolution
Amicable first; then Arbitration
09
Entire Agreement
This Agreement supersedes all prior communications. Any amendment must be in writing signed by both parties.