Terms and Conditions of Service


These general terms and conditions of service constitute a legally binding agreement ( “Term of Service”) between the client (“the Client”, “you”, or “your”) and DBX V Class By Sam Luxury Motor Vehicles Services L.L.C, a company with its registered office at 24 b street al quoz industrial Area 1, City of Dubai, United Arab Emirates (“DBX”, “we”, “us” or “our”), by which expression includes our legal representatives, administrators, successors-in-interest, permitted assigns and affiliates (“Affiliates”).

These Term of Service governs your use of the DBX web applications, website and technology platform (collectively, the “DBX mean”).

By accessing and using any DBX mean you agree to be bound by the following Terms of Service and all such terms shall be deemed accepted by you. You consent to these Terms of Service when you use DBX mean. If you do NOT agree to all these Terms of Service, you should NOT use any DBX mean.

These Terms of Service may be amended by DBX at any time. Such amended Terms of Services shall be effective upon posting or shared on DBX mean. Please check the Terms of Service published on DBX mean regularly to ensure that you are aware of all terms governing your use of this DBX mean. Other additional specific terms and conditions may apply to specific content, products, materials, services or information contained on or available through DBX mean (the “Content”) or transactions concluded through DBX mean. Such specific terms may be in addition to these Terms of Service or, where inconsistent with these Terms of Service, only to the extent the content or intent of such specific terms is inconsistent with these Terms of Service, such specific terms will supersede these Terms of Service. In addition to the terms laid out herein, terms and conditions laid out in our Customer Agreements and/or Supplier Agreements shall apply to all customers and suppliers.

DBX reserves the right to make changes or updates with respect to or in the Content of the DBX mean or the format thereof at any time without notice. DBX reserves the right to terminate or restrict access to DBX mean for any reason whatsoever at its sole discretion.

Article 1 – Content and scope of application

DBX offers luxury transportation services also known as chauffeur services within the United Arab Emirates. DBX offers exclusively Eco, Business and First Mercedes V-Class Luxury Vans or Sprinter.

These terms of service apply ipso jure to the following services :

  • Airport drop-off/collection
  • One-Way transfer
  • Intercity transfer (3 hours)
  • Intercity transfer (6 hours)
  • Intercity transfer (12 hours)
  • Inter-Emirates transfer (6 hours)
  • Inter-Emirates transfer (12 hours)
  • Other booking services

In addition to the main services, additional add-on can be booked such as :

  • Flowers
  • Balloons
  • Van customization for special event
  • Reservation of leisure or professional activities

They apply to the exclusion of all other conditions, in particular those applicable to Internet sales or sales via other distribution and marketing channels.

The sale is deemed concluded on the date of acceptance of the order.

Any order implies unreserved acceptance of these terms of service, which prevail over all other conditions, with the exception of those expressly accepted by DBX.

You declare that you have read and accepted these terms of services before placing an order.

Article 2 – Duration and follow up of the term of service

These General Conditions of Use are concluded for an indefinite period. The contract takes effect with respect to the User from the start of the use of the service.

DBX reserves the right to modify the clauses of these General Conditions of Use at any time and without justification.

The User is invited to consult them regularly.

Article 3 – Pre-contractual information

Prior to the placing of the order and the conclusion of the contract, these Term of Service are communicated to the Client, who acknowledges having received them.

The following information is provided to the Client in a clear and comprehensible manner :

  • The essential characteristics of the service;
  • The price of the service, where applicable, any additional charges such as but not limited to waiting time or parking fees.
  • The date by which DBX undertakes to perform the service, and any other contractual conditions;
  • Procedures for handling complaints;
  • The duration of the contract, in the case of a fixed-term contract, or the conditions of its termination in the case of an open-ended contract;

DBX must also provide or make available to the purchaser the following information :

  • Status and legal form, contact details enabling rapid contact and direct communication with DBX;
  • Where applicable, the company’s registration number;
  • For service providers subject to value-added tax and identified by an individual number, their individual identification number;

Article 4 – Minimum of age

Minors under the age of 18 shall are prohibited to register as a user of this website and are not allowed to transact or use the website.

Article 5 – Orders

An order is understood to be any order relating to the services listed in DBX mean, and accepted by the vendor, accompanied by payment of any deposit stipulated on the order form.

To be valid, all orders must be drawn up on the seller’s order forms, which are available to customers in the DBX mean.

All orders received by DBX are considered firm and definitive.

Article 6 – Our Vans

In the case where DBX cannot provide the vehicle and model foreseen in the contract, the deposit will be entirely refunded, unless the two parties agree on the provision of another vehicle.

In case of unavailability to be present at the first appointment with the vehicle, the deposit will be fully refunded without recourse or compensation for the damage caused.

In the event of a breakdown during the service which renders the vehicle unavailable and if the two parties do not agree on the provision of another vehicle, the amount of the service will be calculated on a pro rata basis of the time spent, without recourse or compensation for the damage caused.

The vehicles, unless otherwise specified, have a capacity:

  • Mercedes V Class Eco Class: 7 Passengers * 6 Large Pieces of Luggage
  • Mercedes V Class Business Class: 7 Passengers * 6 Large Pieces of Luggage
  • Mercedes V Class First Class: 4 Passengers * 2 small Pieces of Luggage
  • Mercedes Sprinter: 13 Passenger s* 8 Large Pieces of Luggage * 4 Small Pieces of Luggage

For events and weddings, all decorations outside the vehicle, other than those initially provided for in the contract, are subject to our agreement.

It implies full acceptance of the present terms and conditions of sale and the obligation to pay for the service ordered.

Article 7 – Booking acceptance

Once you requested a service, your order has been placed; you will receive an email acknowledging the details of your order and confirmation number, which you will use for your online payment. This email is NOT an acceptance of your order, just a confirmation that we have received it.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion.

Article 8 – Reservation from/to an airport

When booking, the client must specify the airport, the date of the journey, the number of passengers, the expected time of landing/take-off and the flight number or origin. The responsibility of the company DBX cannot be engaged in the event of erroneous information indicated by the Client (incomplete flight number, date error), nor in the event of erroneous information relating to the reference flight for the journey, transmitted by the Information Service of the airport concerned.

Article 9 – Terms and conditions of cancellation, Amendments and No-show

By making a reservation through DBX mean, you accept and agree to the relevant cancellation and no-show policy. Please note that certain rates or special offers are not eligible for cancellation or change. Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insufficient funds are for your own risk and account and you shall not be entitled to any refund of any (non-refundable) prepaid amount. If you wish to review, adjust or cancel your reservation, please revert to the confirmation email and follow the instructions therein. Please note that you may be charged for your cancellation in accordance of booking conditions, (pre)payment and no-show policy or not be entitled to any repayment of any (pre)paid amount. The general cancellation and no-show policy of each service is made during the reservation procedure and in the confirmation email.

“Refunds will be done only through the Original Mode of Payment”

In case of withdrawal of the client :

– More than 48 hours before the date of the service, the deposit paid, as a fixed and irreducible compensation, will be fully refunded, whatever the reason for the cancellation.

– Less than 24 hours before the date of the service, 50% of the total amount of the service booked will be due.

– Less than 12 hours before the date of the service and last minute cancellation, the service will be due at 100% of the total amount of the service booked.

In case of withdrawal by DBX :

– The deposit is refunded in full.

Article 10 – Liability

Any damage caused by the customer to the interior or exterior of the vehicle will be charged to the customer, unless it can be shown that it is caused by a third party. Smoking, drinking or eating on board the vehicle is strictly prohibited. Passengers must refrain from soiling or damaging the equipment. Any damage other than normal wear and tear to the vehicle caused by passengers’ behaviour will be charged to them. The wearing of seat belts is compulsory both in the front and in the back, the customer will be fined at his own expense. Under no circumstances may the client demand that the driver exceeds the authorised speed limit or ask him to commit traffic offences, the driver must respect and ensure respect for the laws in force.

The company DBX reserves the right to interrupt the service in progress if the client commits an offence such as

  • Use of narcotics
  • Use of electronic cigarette or cigarette
  • Alcohol intake
  • Inappropriate speech towards the driver or a person inside or outside the vehicle endangering the safety of the driver or others

Under no circumstances will this interruption entitle you to a refund of the service.

The customer is obliged to be present at the time and place scheduled. Any failure to do so will result in the cancellation of the order 30 minutes after the scheduled time without refund.

Article 11 – Time, duration and place of performance

The timetables are defined according to normal traffic conditions and the course of transport. The client is aware that unforeseen events may occur. The definition of a safety margin will make it possible to absorb these hazards, knowing that if it is exceeded, it risks upsetting the organisation of the journey, which must always guarantee compliance with the regulations on driving times and driver rest periods.

The vehicles are hired for a specific service, therefore, except in exceptional cases, we will not make any other route than the one agreed. The choice of route, unless the client has specific requirements, must be left to the transporter and will always be based on the shortest or fastest route. It is the carrier’s responsibility to inform the client of this before the start of the service. The execution times are given as an indication and approximate unless the company DBX makes a formal commitment.

The service begins on the day, at the time and from the place agreed between the client and the company DBX and ends once the destination is reached.

Article 12 – In-service modification

Any modification requested by the client during the course of the service will necessarily entail a supplement if, and only if, the distance or the time of the service initially planned is extended. The company DBX reserves the right to refuse all modifications of itineraries if these risks compromising other clients or services already reserved at the time of the transport.

Article 13 – Limitation of liability clauses

The company DBX cannot be held responsible for delays due to circumstances beyond its control (blocked roads, diversions, traffic jams, weather conditions, demonstrations, immobilisation of the vehicle for various reasons, strikes, exceptional closures of certain sites, etc.), or in other cases of force majeure.

The luggage or any other object belonging to the client is under his entire responsibility. The company DBX will not be held responsible for the theft, loss or misplacement of any object, whatever it may be, which would be left in the vehicle once the service is over and therefore disclaims all responsibility. It goes without saying that any object left in the vehicle will be returned to you as soon as possible.

The company DBX recognizes the obligation to take the necessary measures to preserve the safety of the occupants of the vehicle and reserves the right to refuse any person who would compromise the safety and the good conservation of the vehicle.

The company DBX cannot be held responsible for any accident occurring when getting on or off the vehicle.

The transport of animals (except guide dogs) is normally forbidden unless DBX has been informed beforehand and has validated the authorisation. No animal will be accepted in our vehicles except in a special cage brought by the owner for this purpose.

Article 14 – Insurance

The responsibility of the company DBX is limited to the clauses of its insurance contract, its professional insurance which covers in a limited way the passengers transported within the vehicle in the event of accident with physical injury or not, or death/permanent disability.

Article 15 – Prices

Prices are firm and final. Except in the case of special conditions specific to the sale, the prices of services rendered are those shown in the price catalog on the day of the order.

They are expressed in legal and local currency in Emirati Dirhams (AED) with no applicable taxes

Our prices are updated every year and are established according to a horokilometric scale, the service, the number of passengers and luggage or the price of fuel in the UAE. Any estimate previously established and in your possession will be valid until the due date indicated on it.

Our rates include reception on arrival or assistance on departure at airport, transportation of the client(s), the vehicle in perfect working order, the transport mileage, 20 kg of luggage per passenger, salik (toll), fuel, the driver, professional insurance for the people transported, the options reserved by the client, a 24/7 telephone assistance in French, Arabic or English depending on the available consultant. Rates include a 60 minutes wait for arrival and 20 minutes wait for departure. Beyond that time, 150 AED per hour for Mercedes V Class Eco Class categories, 200 AED per hour for Mercedes V Class Business Class and Mercedes Sprinter categories, 400 AED per hour for Mercedes V Class First Class categories, and will be paid in addition to the driver. Except in special cases where the customer has previously warned of the wait or possible delay.

Our rates do not include the amount of additional costs such as parking fees, entrance fees for attractions, leisure activities, museums, paying sites…or the cost of accommodation or meals for the driver(s), not initially included in the service.

Article 16 – Payment

Payments made by the Client will only be considered definitive once the amounts due have been received by DBX.

An invoice will be sent to Client upon request.

16-1. Method of Payments and Security

We accept bank transfers, cash and credit card payments which are Visa, MasterCard, American Express and any other methods which may be clearly advertised on the Website from time to time.

16-2. Bank transfer

We accept only AED or USD payments if you chose Bank Transfer payment mode. Payment will be debited and cleared from your account upon booking confirmation by DBX team.

The transaction will show as DBX V-Class by Sam Luxury Motor Vehicles Services LLC on statement.

16-3. Credit/Debit Card Payment

Credit cards will be debited in the currency you have chosen to pay in, however if you request a payment link, the currency will be only AED.

If your credit/debit card is not denominated in one of the above currencies, the price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction. The transaction will show as DBX V-Class on your bank/credit card statements.

If you are not using your own credit/debit card, you must seek permission from the credit/debit holder before placing your subscription order.

Payment will be debited and cleared from your account upon booking confirmation by DBX team. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to DBX, we will non-delivery a service.

We take reasonable care to make our website secure. All credit/debit card transactions on this site are processed using Network International Solutions, a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.

DBX strictly protects the security of your personal information and honours your choices for its intended use. We carefully protect your data from loss, misuse, unauthorized access or disclosure, alteration, or destruction.

Your personal information is never shared outside the company without your permission, except under conditions explained above. Inside the company, data is stored in password-controlled servers with limited access. Your information may be stored and processed in United Arab Emirates or any other country where DBX or affiliates, are located.

Article 17 – Contract language

These terms of services are written in English. In the event of translation into one or more foreign languages, the English text shall prevail in the event of dispute.

Article 18 – Image rights

DBX reserves the exclusive right to use for promotional purposes all the photographs taken during the services.

If the Client require our vehicle to make promotional photos or videos, a prior written authorization must be requested to DBX.

Article 19 – Personal data protection

19-1. Privacy policy outlining the use of personal data

This website is owned and run by DBX. The term “our online services” refers to https://dbxv-class.com, our pages on third party social media platforms such as Instagram, Facebook, Twitter, and any other websites or apps we run. The term “our services” refers to our online services and any of our other products and services. If you use any of our services, we will refer to you using the terms “user”, “visitor”, “you”, “your”, “yours” in this policy.

We respect the privacy rights of our visitors and recognise the importance of protecting the information collected about them. This privacy policy is about how we collect, store, and use the personal information that you provide to us. As part of our commitment to your privacy rights and security.

All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.

Our Policies and Terms of service may be changed or updated occasionally to meet the requirements and standards. Therefore the Customers’ are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.

Some of the advertisements you see on the Site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or on other websites, through cookies, web beacons, and other technologies in an effort to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy.

19-2. What kind of personal information does DBX collect?

When you make a reservation, you will be asked for your name, address, telephone number, email address, payment details, number of passengers and confirmation number for payment sent from DBX team.

You cannot make a booking without registering an account. This allows you to save your personal settings and manage future reservations.

When you visit our website we will collect:

  • IP address
  • Browser used
  • Operating system of your computer
  • Language
  • DBX receives an information when you use social media services.

19-3. Does DBX share your information with third-party?

Competent Authorities: We disclose personal data to law enforcement and other governmental authorities insofar as it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud.

Business Partners: When you make a reservation on one of our business partners’ websites, certain personal data that you give them will be forwarded to DBX. Certain business partners may receive your personal data from us if requested by you. When you make a reservation on a business partners’ website, read the privacy policies on these business partners’ websites for more information.

You also have a significant role in protecting your information. No one can see or edit your personal information without knowing your username and password, so do not share these with others.

Article 20 – Security

The vehicle and the driver will be provided with all the necessary documents for the smooth running of the service. The number of pieces of luggage is open within the limit of the vehicle’s loading capacity, however, each piece of luggage may not exceed a maximum of 20 kilos per person transported. The latter must not present any risk of deterioration for the vehicle.

Article 21 – License to use website

Unless otherwise stated, DBX own the intellectual property rights in the website and material on the website. Subject to the license below, all these intellectual property rights are reserved.

You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions set out below and elsewhere in these terms and conditions.

You must not:

  1. Republish material from this website (including republication on another website);
  2. Sell, rent or sub-license material from the website;
  3. Show any material from the website in public;
  4. Reproduce, duplicate, copy or otherwise exploit material on this website for a commercial purpose;
  5. Edit or otherwise modify any material on the website;
  6. Redistribute material from this website except for content specifically and expressly made available for redistribution.

Article 22 – Acceptable use

You must not use this website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use this website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to this website without DBX express written consent.

You must not use this website to transmit or send unsolicited commercial communications.

You must not use this website for any purposes related to marketing without DBX express written consent.

Article 23 – Compensation

At our request, you agree to compensate us fully, defend us, and hold us DBX harmless immediately on demand, its officers, agents, and suppliers, from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the Terms and Conditions and Privacy Policy by you, including the use by any other persons accessing this website using your Internet account caused by your action or inaction.

Article 24 – Variation

DBX may revise these terms and conditions from time-to-time.  Revised terms and conditions will apply to the use of this website from the date of the publication of the revised terms and conditions on this website.  Please check this page regularly to ensure you are familiar with the current version.

Article 25 – Entire agreement

These terms and conditions constitute the entire agreement between you and DBX in relation to your use of this website and supersede all previous agreements in respect of your use of this website.

Article 26 – Cookies

Our website may collect standard information automatically to enhance user experience and website functionality. However, it is important to note that our iOS application does not use cookies for tracking purposes.

For website users, the information collected is used solely for analyzing the volume, type, and pattern of traffic on our site. This helps us in developing its design and layout, improving administrative and planning processes, and more broadly, to enhance the services provided to you.

We are committed to ensuring transparency and clarity in our data collection practices. Our use of data is always aimed at improving user experience while respecting user privacy. Please note that these practices are specific to our website and differ from those of our iOS application, which does not engage in tracking users through cookies.

Article 27 – Applicable law

These terms of service are governed by United Arab Emirates law.

This applies to both substantive and formal rules. In the event of a dispute or claim, the Client shall first contact DBX to obtain an amicable solution.

If the parties are unable to resolve a dispute amicably within thirty (30) days of receipt of first email, the dispute will be subject to the jurisdiction of the Court of Dubai.