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Version 1.2 · Effective 2026-10-26

A new version (1.3) has been published and applies from 2026-11-03. Read the new version

Platform Terms of Use — United Arab Emirates

These Terms apply to the use of the Emaride platform in the United Arab Emirates (www.emaride.ae and the Emaride app for the UAE market). They are divided into four Parts. Part A applies to all users. In addition, the Part covering your role applies to you:

Part Who it applies to
Part A all users of the Platform
Part B passengers
Part C drivers ("Drivers") employed by a Fleet Partner
Part D Fleet Partners (licensed transport establishments)

The provisions of Part B that protect passengers as consumers prevail over any conflicting provision in the other Parts.

Part A — General Terms

A1. Introduction and Acceptance

A1.1 These Terms of Use (the "Terms") govern access to and use of the Emaride apps, websites and services in the United Arab Emirates (together, the "Platform"). Your contracting party and the operator of the Platform in the United Arab Emirates is

EMARIDE L.L.C-FZ (ايمارايد ش.ذ.م.م-منطقة حرة) Limited liability company (Free Zone), Meydan Free Zone Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates Trade licence number: 2535707.01 (Meydan Free Zone) Roads and Transport Authority (RTA) authorisation: Commercial Transport Activity Permit, reference no. 95352, for the activity "Passengers Transport via Telephone Calls, Electronic Platforms and Smart Apps" (RTA activity code 749916137) E-mail: info@emaride.ae Phone: +971 52 790 0601

("Emaride", "we").

A1.2 By creating an account or using the Platform you accept these Terms and the Part(s) applicable to you. If you do not accept them, do not use the Platform.

A1.3 Signed agreements. Where you have a separate signed agreement with Emaride — in particular a Fleet Partner Agreement — that agreement prevails for that relationship in case of conflict. It can never reduce the rights of a passenger under Part B.

A1.4 Evidence of acceptance. We record and retain your acceptance of these Terms, including the date, the version and the method of acceptance (for example registration or confirmation in the app), in order to be able to demonstrate which version you accepted and when. Details are set out in the Privacy Policy — United Arab Emirates.

A2. Definitions

  • Platform — the apps, websites and services provided by Emaride for arranging Trips in the United Arab Emirates.
  • Trip — passenger transport arranged via the Platform, carried out as tourist transport or as taxi transport (A3.2).
  • Transport Authority — the authority competent for passenger transport in the Emirate concerned; in the Emirate of Dubai the Roads and Transport Authority (RTA).
  • Tourist Place — an airport, a hotel, a tourist resort, or a heritage, archaeological or tourist landmark or area, as listed in the Platform's catalogue of places.
  • Fare — the total price payable for a Trip in UAE dirhams (AED), consisting of the base fare, the time and distance components, any surcharges and any tolls (B2.6), as displayed before you confirm the booking.
  • Commission — the fee Emaride invoices to the Fleet Partner for the intermediation. It does not increase the Fare shown to you.
  • PSP — the licensed payment service provider that processes payments. Emaride uses Stripe for this purpose.
  • Fleet Partner — an establishment approved by Emaride that holds the licences and the authorisations of the Transport Authority required for the type of transport it offers (D2.1), operates vehicles, employs Drivers and carries out the transport in its own name. Fleet Partners include taxi operators that are public authorities or public-sector entities of an Emirate.
  • Driver — a natural person employed by a Fleet Partner and holding the driver permit required by the Transport Authority, who carries out the transport.
  • Transport Contract — the contract for a specific Trip, concluded between the passenger and the Fleet Partner.
  • Consumer — a person who uses the Platform for purposes outside their trade, business or profession.
  • User — any person using the Platform.

A3. Nature and Scope of the Service

A3.1 Emaride operates the Platform as a technology and intermediation service for passenger transport in the Emirates in which the Platform is active (A3.3), under the authorisation of the RTA stated in A1.1 and the further authorisations required in the respective Emirate. Emaride does not itself carry out any transport. The Trips are carried out by Fleet Partners and their Drivers.

A3.2 Types of transport. The Platform arranges two types of transport:

  1. Tourist transport within the meaning of Executive Council Resolution No. 107 of 2023 and Administrative Resolution No. 97 of 2025: Trips to or from a Tourist Place, carried out by licensed tourist transport establishments. Where only tourist transport is available, a booking is possible only if the pickup location or the destination is a Tourist Place.
  2. Taxi transport: Trips carried out by taxi operators licensed by the Transport Authority of the Emirate concerned, without the restriction to Tourist Places.

Which type of transport is available for a Trip is set per Emirate; the app shows it to you before the booking. Trips are booked only via the Platform; the Platform does not accept street hails.

A3.3 Service area. The Platform currently operates in the Emirate of Dubai. Further Emirates are added only once the authorisations required there are in place; adding an Emirate does not change these Terms. The Emirates served, the type of transport available there and the Tourist Places are shown in the app before the booking.

A3.4 Our responsibility. Emaride is responsible to you for the proper performance of its own obligations under these Terms, in particular: routing a confirmed booking only to a Fleet Partner that holds the required authorisations, displaying and charging the Fare correctly, providing the verification procedure (B6), refunding amounts in the cases set out in these Terms, and handling your complaints.

A3.5 Emaride is not the employer of any Driver. Drivers are employed by their Fleet Partner.

A4. Account, Access and Security

A4.1 Use of the Platform requires an account. You must be at least 18 years old, have full legal capacity, and provide accurate and current information.

A4.2 You keep your credentials confidential and notify us without delay of any unauthorised use of your account.

A4.3 Emaride may verify identity and eligibility. Restrictions and suspensions of an account are permitted only in the cases set out in these Terms (B11, B14.3, C5, D5), must be proportionate, and are communicated with a statement of reasons.

A5. Liability

A5.1 Emaride is liable in accordance with the laws of the United Arab Emirates for any breach of its obligations under these Terms. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under the applicable law, in particular under Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023.

A5.2 The Fleet Partner is liable, as the party to the Transport Contract, for carrying out the transport. If you have a claim against the Fleet Partner, you may submit it via Emaride's support; we forward it to the Fleet Partner and inform you of the outcome.

A6. Changes to These Terms

A6.1 Passengers. Emaride does not change these Terms unilaterally. We inform you of a new version before it takes effect. A new version applies to you only once you actively accept it; continued use or silence is not acceptance. Until then, the version you accepted continues to apply to you. Bookings already confirmed are always governed by the version that applied when you booked. You may close your account at any time (B14.2).

A6.2 Fleet Partners and Drivers. Changes are notified in writing (including by e-mail or in the app) at least 15 days before they take effect. The Fleet Partner may terminate the relationship before the period expires. The period does not apply to the extent that a legal obligation or a decision of a Transport Authority requires an immediate change.

A7. Governing Law

These Terms are governed by the federal laws of the United Arab Emirates and, where applicable, the laws of the Emirate of Dubai. The Transport Contract is additionally subject to the laws of the Emirate in which the Trip is carried out. The mandatory rights of consumers under the laws of the United Arab Emirates remain unaffected.

A8. Jurisdiction

The courts of the Emirate of Dubai have jurisdiction. This does not restrict any right of a consumer to bring a matter before another competent court or authority under the applicable law. No arbitration is imposed on consumers.

A9. Complaints

A9.1 Please first contact our support in the app or at info@emaride.ae. Every complaint is recorded and answered; we inform you of the outcome.

A9.2 Complaints about the transport service may also be submitted to the Transport Authority of the Emirate in which the Trip took place; in the Emirate of Dubai this is the Roads and Transport Authority (RTA).

A9.3 As a consumer you may also turn to the competent consumer protection authority under Federal Law No. 15 of 2020 on Consumer Protection.

A10. Prohibited Use and Content

A10.1 You shall not use the Platform unlawfully, fraudulently or to prepare criminal offences. Prohibited in particular are: false information and impersonation; harassment, threats, discrimination against or endangerment of any person; circumventing Fares, fees or the Commission, including diverting Platform-introduced business off the Platform; interference with the Platform (hacking, scraping, reverse engineering, overloading, malware); infringement of third-party rights; carrying prohibited items; and manipulating ratings or promotions.

A10.2 The Platform, the software, the marks and Emaride's content are protected by intellectual property law. You receive a non-exclusive, revocable, non-transferable right to use the Platform under these Terms. For content you submit yourself (such as ratings) you grant Emaride a non-exclusive, royalty-free right to use it to operate and improve the service.

A10.3 You can report unlawful content or conduct via support in the app or to info@emaride.ae. Every report is examined and decided with a statement of reasons.

A11. Final Provisions

A11.1 If a provision of these Terms is invalid, the remaining provisions remain effective.

A11.2 Failure to exercise a right is not a waiver of it. Emaride may transfer these Terms to an affiliate only if your rights are not diminished thereby and you are informed in advance.

A11.3 Notices are given via the Platform, by e-mail or in writing.

A11.4 The processing of personal data is governed by the Privacy Policy — United Arab Emirates.

A11.5 Languages. These Terms exist in Arabic and English. The Arabic version prevails in the event of any discrepancy.

Part B — Passengers

Part B applies to passengers. Its consumer-protective provisions prevail over any conflicting provision of these Terms.

B1. The Transport Contract

B1.1 You book a Trip via the Platform, immediately or in advance within the booking window shown in the app. By confirming the booking you submit a binding offer to conclude a Transport Contract. The contract is concluded as soon as a Driver accepts the Trip; you receive a confirmation in the app.

B1.2 The Transport Contract is concluded between you and the Fleet Partner of the accepting Driver. Emaride owes you the intermediation and the technical and payment handling set out in these Terms (A3.4).

B1.3 Bookings are routed to a Fleet Partner serving the area. There is no entitlement to a specific Driver or vehicle.

B2. Fare, Transparency and VAT

B2.1 Before the binding booking, the pickup and destination, the Fare in AED and its full breakdown are displayed to you (base fare, time and distance components, surcharges, tolls).

B2.2 An immutable price snapshot is stored at the time of booking. This price is binding for the booked Trip unless the trip parameters (route, waiting time, stops) change. In that case the adjustment is made in accordance with the displayed breakdown and shown on your receipt.

B2.3 VAT. Local passenger transport within the United Arab Emirates is exempt from value-added tax; no VAT is charged on the Fare. Where VAT is payable on any other service offered to you, the price displayed already includes it.

B2.4 No surcharge is charged for payment by card.

B2.5 After each Trip you receive an itemised receipt in Arabic and English showing in particular Emaride's name, address and contact details, trade licence number and, once Emaride is registered for value-added tax, its Tax Registration Number (TRN), the date, the service provided and the amounts in AED.

B2.6 Tolls. If the route passes a toll gate (such as Salik or Darb), the toll is charged at the tariff applied by the toll operator at the time of booking, including any VAT contained in that tariff, without mark-up, and is passed on to the Fleet Partner who pays it. It is shown as a separate line before booking and on the receipt and forms part of the price snapshot (B2.2). Emaride charges no Commission or other fee on tolls.

B3. Payment

B3.1 Payment is made cashless using the card stored in the app (the payment methods available are shown in the app). Payment processing is handled by Stripe as the licensed payment service provider; Stripe's terms apply in addition. Cash is not accepted.

B3.2 The Fare is charged to your card when the booking is confirmed, before the Trip starts; the Trip cannot start until the payment has succeeded. The PSP collects the Fare and forwards it to the Fleet Partner; Emaride invoices its Commission to the Fleet Partner.

B3.3 Minimum amount. The PSP cannot process card payments below AED 2.00. A tip must therefore be at least AED 2.00.

B3.4 A cancellation fee (B7) or no-show fee (B8) is retained from the Fare already charged; the remainder is refunded to your card. No separate charge is made for these fees. The waiting time fee (B9) is charged separately after the Trip.

B4. Authorisation to Charge Your Stored Card

B4.1 When you store a card, you authorise Emaride, through Stripe, to charge that card without your renewed involvement for the following amounts, each in accordance with these Terms:

  1. the Fare when the booking is confirmed (B3.2);
  2. the waiting time fee after the Trip (B9).

B4.2 Each charge is shown to you in the app together with a receipt. If your bank requires additional confirmation, we ask you to confirm the payment in the app.

B4.3 Tips are never charged under this authorisation; a tip is charged only when you give it in the app (B10).

B4.4 You may withdraw this authorisation at any time by removing the card in the app. Amounts already due under these Terms remain payable.

B5. Refund if a Trip Is Not Performed

B5.1 If a booked Trip is not performed, or not completed, for a reason not attributable to you — for example because no Driver arrives, the Fleet Partner or Driver cancels, or a technical fault occurs — you receive a full refund of every amount charged for that Trip (Cabinet Decision No. 66 of 2023, Article 13).

B5.2 Refunds are made via the PSP to the card used for payment.

B5.3 Beyond cancellation under B7 and refunds under B5, there is no general right to withdraw from a booked Trip. Your rights under Federal Law No. 15 of 2020 on Consumer Protection remain unaffected.

B6. Verification at the Start of the Trip (OTP / QR)

B6.1 To ensure that the correct passenger enters the correct vehicle, we use a verification procedure based on a one-time code (OTP) or QR code.

B6.2 You present the code shown in the app at the start of the Trip, or have it scanned. The Trip cannot be started without successful verification. The code is deleted after verification.

B7. Cancellation by You

B7.1 You may cancel a booking at any time via the Platform. Cancellation before acceptance by a Driver, and within 5 minutes after acceptance, is free of charge.

B7.2 If you cancel later, a cancellation fee of AED 20 is due (B3.4), but never more than the Fare. The amount is displayed to you before you confirm the cancellation.

B7.3 The cancellation fee compensates the approach and waiting time of the Fleet Partner and the Driver; it is not a penalty and does not exceed that typical loss. If you show that no loss, or a substantially lower loss, was incurred, the fee is reduced or refunded accordingly.

B8. No-Show

B8.1 If, after the Driver arrives at the pickup location, you do not appear within the waiting time shown in the app (5 minutes) and cannot be reached, the Driver may end the Trip as a "no-show".

B8.2 In that case a no-show fee of AED 40 is due (B3.4), but never more than the Fare. B7.3 applies accordingly.

B9. Waiting Time

B9.1 Once the Driver has arrived at the agreed pickup location and the app shows the arrival, the waiting time begins. The first 5 minutes are free of charge.

B9.2 After that, a waiting time fee of AED 2 per minute or part thereof becomes due, up to a maximum of 20 minutes (AED 40). The fee compensates the actual waiting time; it is not a penalty.

B9.3 The app shows you the running waiting time and the accruing fee while the Driver is waiting.

B9.4 If the Trip is ended as a no-show (B8), no waiting time fee is charged; only the no-show fee applies.

B9.5 The fee does not apply if the waiting time is due to a circumstance for which Emaride, the Fleet Partner or the Driver is responsible.

B10. Tips

B10.1 You may voluntarily give a tip to the Driver. The tip is not part of the Fare and is passed on in full to the Driver or their Fleet Partner. Emaride charges no Commission on tips.

B10.2 The minimum amount under B3.3 applies.

B11. Measures for Breaches

B11.1 To safeguard service quality, Emaride operates a graduated system of measures for non-compliant behaviour (such as repeated short-notice cancellations or no-shows):

  1. Level 1 — Notice: information about the behaviour in question.
  2. Level 2 — Warning: an explicit warning indicating further consequences.
  3. Level 3 — Temporary restriction: temporary restriction of the booking function.
  4. Level 4 — Suspension: suspension of the account.

B11.2 These are measures concerning access to the Platform, not a payment obligation. Assessment is proportionate and considers behaviour within a rolling 30-day period.

B11.3 Every measure is communicated to you with a statement of reasons. A restriction or suspension is not taken solely by automated means; you may have it reviewed by a human being, express your point of view and contest it via support.

B12. Ratings

B12.1 After a Trip, passenger and Driver may rate each other. Ratings must be truthful and factual.

B12.2 Offensive, discriminatory or unlawful ratings are not permitted and may be removed. You will be informed of the removal with reasons and may contest it via support.

B13. Your Obligations

B13.1 You behave lawfully and respectfully, do not endanger or harass the Driver, wear the seatbelt, comply with reasonable safety instructions and do not carry prohibited items.

B13.2 In an emergency, call 999.

B13.3 Report lost items via support; we pass the report on to the Fleet Partner.

B14. Consumer Rights and Termination

B14.1 Your rights under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations are not restricted by these Terms.

B14.2 You may end the usage relationship at any time and have your account deleted in the app. Invoice data subject to statutory retention is kept as required by law.

B14.3 Emaride may suspend or close your account only in the event of a serious or repeated breach of these Terms, for reasons of safety or fraud prevention, or where required by law or by a Transport Authority. The measure is communicated to you with a statement of reasons and is reviewable under B11.3. Amounts paid for services not yet performed are refunded in full.

B15. Paid Digital Add-Ons

Where the app offers paid digital add-ons (such as a freely chosen display name), the price (including any VAT) and the term are shown to you before purchase. Add-ons do not renew automatically. If a purchased add-on is not activated, you receive a full refund.

Part C — Drivers

C0. Access via the Employing Fleet Partner

C0.1 Drivers access the Platform exclusively through the Fleet Partner that employs them. Tourist transport drivers must be employed by a licensed establishment (Administrative Resolution No. 97 of 2025); taxi drivers by a taxi operator licensed by the Transport Authority.

C0.2 Emaride is not the employer of the Driver and pays the Driver no remuneration. There is no employment contract and no transport contract between Emaride and the Driver.

C0.3 This Part C governs the Driver's access to the app: which records are required, how the account must be secured, and under which conditions access may be restricted.

C1. App Access and Account

C1.1 Access is activated after the Fleet Partner has created the Driver and the records under C3 are in place.

C1.2 The account is personal. Credentials and device must not be passed on to third parties; Trips must not be carried out under another person's account.

C1.3 The Driver keeps driver and vehicle data in the app up to date.

C2. Autonomy

C2.1 The Driver decides freely whether to accept or decline an offered Trip. Emaride imposes no sanction, fee or detriment for declining a Trip.

C2.2 Working time, rest periods and shifts are governed by the Driver's employment with the Fleet Partner and by UAE labour law. Emaride sets no minimum hours and no login requirements.

C2.3 Automated systems. Emaride informs Drivers about automated systems that materially affect them — in particular the allocation of Trips, ratings, fraud prevention and account restrictions. Decisions with significant effect are reviewed by a human being on request. Details are set out in the Privacy Policy — United Arab Emirates.

C3. Records and Validity

C3.1 Access requires the following to be valid and stored in the app: a UAE driving licence, the driver permit required by the Transport Authority for the type of transport, the Emirates ID, and the further records shown in the app. Drivers must be at least 18 years old.

C3.2 Automatic lock on expiry. If a required record expires, app access is automatically locked until a valid record is in place. Reminders are sent in good time before expiry.

C3.3 The lock is the consequence of the expiry of a record, not an assessment of the person. It is communicated with reasons; the Driver may object to the accuracy of the data and request review by a human being. Once a valid record is submitted, access is restored.

C4. Conduct and Vehicle

C4.1 The Driver provides the transport safely, lawfully and without discrimination, treats passengers respectfully, and complies with traffic rules and the requirements of the Transport Authority for the type of transport.

C4.2 The Driver carries out the verification under B6 before the Trip starts.

C5. Restriction and Suspension

C5.1 Emaride may restrict or suspend app access where necessary for safety, on suspicion of fraud or unlawful conduct, on breach of these Terms, on expiry of required records, or because of a legal obligation or a decision of a Transport Authority.

C5.2 Measures are proportionate. The Driver receives a statement of reasons and may contest the decision via support in the app or at info@emaride.ae. The challenge is reviewed by a human being.

C5.3 Where there is an immediate risk to safety, fraud, or the expiry of a required authorisation, the measure may take effect immediately; the reasons are then provided without delay afterwards.

C5.4 A restriction of app access does not affect the employment between Driver and Fleet Partner.

C5.5 Fines. Repeated violations can lead to a fine under D4.4. The fine is charged to the Fleet Partner, not to the Driver; whether the Fleet Partner passes it on is governed solely by the employment between them (C0.2). Declining or not responding to an offered Trip never leads to a fine (C2.1).

C6. Data Processing

The processing of Driver data is set out in the Privacy Policy — United Arab Emirates.

Part D — Fleet Partners

D1. Relationship to the Fleet Partner Agreement

D1.1 Fleet Partners use the Platform on the basis of the signed Fleet Partner Agreement and these Terms. In case of conflict the Fleet Partner Agreement prevails (A1.3).

D1.2 This Part D is the publicly accessible summary of the conditions of access for Fleet Partners.

D2. Admission Requirements

D2.1 The Fleet Partner holds and maintains all licences and authorisations required for the type of transport it offers in the Emirate concerned, in particular:

  1. Tourist transport: a valid trade licence of the Department of Economy and Tourism, Dubai, the tourist transport permit and the operation card of the RTA.
  2. Taxi transport: the taxi operating licence of the Transport Authority of the Emirate concerned and the trade licence required there. A taxi operator that is a public authority or public-sector entity provides evidence of its competence instead of a trade licence.

D2.2 Insurance. Each vehicle is insured for the carriage of passengers including while the Platform is in use — from the acceptance of a Trip through the approach to the end of the Trip.

D2.3 Vehicles. Each vehicle holds the authorisation of the Transport Authority required for the type of transport (for taxi transport the taxi vehicle permit). For tourist transport, each vehicle is not older than 5 years and a Fleet Partner may operate at most 5 vehicles on the Platform. For taxi transport, the vehicle limits set by the Transport Authority of the Emirate concerned apply; they are shown in the portal. These limits are enforced technically.

D2.4 Records. The establishment's records (trade licence or evidence of competence, the permits and operation card of the Transport Authority, insurance) and the driver- and vehicle-level records are stored on the Platform and kept current. Reminders are sent before expiry; expired driver and vehicle records lead to the automatic lock under C3.2.

D2.5 Employment of Drivers. The Fleet Partner employs its Drivers itself and bears all obligations of an employer under UAE law. Emaride is not the employer of the Drivers (C0.2).

D3. Commission

D3.1 Emaride invoices the Fleet Partner a Commission of 12.5% of the Fare. Once Emaride is registered for value-added tax, value-added tax at the statutory rate (currently 5%) is added to the Commission and Emaride issues a tax invoice for it. Until then, no value-added tax is charged on the Commission.

D3.2 Tips and tolls (B2.6) are not part of the basis of assessment. No Commission is charged on them; tolls are passed on to the Fleet Partner in full.

D3.3 Reduced rates are always time-limited:

Programme Progression
Onboarding ramp 0% → 3% → 12.5%

D3.4 Upon expiry of a reduction, the rate automatically reverts to 12.5%. A reduced rate creates no acquired right.

D3.5 Emaride currently charges no platform fees; the PSP's transaction fees are borne by Emaride. Any introduction of platform fees requires the notice under A6.2.

D3.6 The Commission does not increase the Fare shown to passengers.

D4. Settlement and Payout

D4.1 Fares are settled exclusively via the PSP. The Fleet Partner maintains a fully verified account with the PSP; payouts are not possible without that verification.

D4.2 For each charged Fare the PSP transfers the Fleet Partner's share (the Fare less Emaride's Commission) to the Fleet Partner's PSP account. The PSP pays out to the Fleet Partner's bank account in AED according to the payout schedule of that account.

D4.3 Cash payments are not provided for on the Platform.

D4.4 Fines for Driver violations.

(a) Emaride records the following violations by the Fleet Partner's Drivers: cancellation of an accepted Trip by the Driver, failure of the Driver to appear at the pick-up point, and misconduct towards passengers confirmed by Emaride. Violations of the same kind are counted within a rolling period of 30 days; a violation older than 30 days no longer counts, and if a measure is lifted, the count starts again. Declining or not responding to an offered Trip is never fined and never leads to a suspension or exclusion (C2.1).

(b) The first violation of a kind leads to a warning. The first repeat within the period leads to a warning with a fine of AED 60 for a cancellation, AED 100 for a failure to appear and AED 200 for misconduct. The next repeat suspends the Driver's app access for 30 days. Any further repeat leads to a permanent exclusion, which takes effect only after a person at Emaride has confirmed it; until then the app access remains suspended.

(c) The fine is retained from the Fleet Partner's share of the next charged Fares or deducted from the next payout. Emaride informs the Fleet Partner of each fine in the app.

(d) The Fleet Partner may object to a fine in the app or at info@emaride.ae. The objection is reviewed by a person. If it is upheld, the fine is lifted and any amount already retained is credited with the next payout. If it is rejected, Emaride informs the Fleet Partner and the Driver of the reasons in the app.

D5. Restriction, Suspension and Termination

D5.1 Emaride may restrict, suspend or terminate a Fleet Partner's access where necessary on safety, fraud, legal or authorisation grounds, because of a breach of these Terms or of the Fleet Partner Agreement, or because of a decision of a Transport Authority.

D5.2 Before a restriction or suspension, Emaride as a rule first issues a written warning naming the breach and calling for it to be remedied. The Fleet Partner may respond within 14 days via info@emaride.ae.

D5.3 A restriction or suspension is communicated in writing with the specific reasons. A termination is communicated at least 30 days before it takes effect.

D5.4 The periods under D5.2 and D5.3 do not apply where a legal obligation or a Transport Authority requires immediate action, a repeated breach is present, or there is an immediate risk to passengers, Drivers or third parties.

D5.5 The Fleet Partner may have any decision reviewed through the internal complaint process (info@emaride.ae); the complaint is reviewed by a human being and answered with reasons.

D6. Data Processing

Each party is responsible for its own processing of personal data. For the data of the Fleet Partner's contact persons, the Privacy Policy — United Arab Emirates applies.

By using the Platform you confirm that you have read and accepted these Terms and the Part(s) applicable to you.

New version 1.3, applies from 2026-11-03

Platform Terms of Use — United Arab Emirates

These Terms apply to the use of the Emaride platform in the United Arab Emirates (www.emaride.ae and the Emaride app for the UAE market). They are divided into four Parts. Part A applies to all users. In addition, the Part covering your role applies to you:

Part Who it applies to
Part A all users of the Platform
Part B passengers
Part C drivers ("Drivers") employed by a Fleet Partner
Part D Fleet Partners (licensed transport establishments)

The provisions of Part B that protect passengers as consumers prevail over any conflicting provision in the other Parts.

Part A — General Terms

A1. Introduction and Acceptance

A1.1 These Terms of Use (the "Terms") govern access to and use of the Emaride apps, websites and services in the United Arab Emirates (together, the "Platform"). Your contracting party and the operator of the Platform in the United Arab Emirates is

EMARIDE L.L.C-FZ (ايمارايد ش.ذ.م.م-منطقة حرة) Limited liability company (Free Zone), Meydan Free Zone Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates Trade licence number: 2535707.01 (Meydan Free Zone) Roads and Transport Authority (RTA) authorisation: Commercial Transport Activity Permit, reference no. 95352, for the activity "Passengers Transport via Telephone Calls, Electronic Platforms and Smart Apps" (RTA activity code 749916137) E-mail: info@emaride.ae Phone: +971 52 790 0601

("Emaride", "we").

A1.2 By creating an account or using the Platform you accept these Terms and the Part(s) applicable to you. If you do not accept them, do not use the Platform.

A1.3 Signed agreements. Where you have a separate signed agreement with Emaride — in particular a Fleet Partner Agreement — that agreement prevails for that relationship in case of conflict. It can never reduce the rights of a passenger under Part B.

A1.4 Evidence of acceptance. We record and retain your acceptance of these Terms, including the date, the version and the method of acceptance (for example registration or confirmation in the app), in order to be able to demonstrate which version you accepted and when. Details are set out in the Privacy Policy — United Arab Emirates.

A2. Definitions

  • Platform — the apps, websites and services provided by Emaride for arranging Trips in the United Arab Emirates.
  • Trip — passenger transport arranged via the Platform, carried out as tourist transport or as taxi transport (A3.2).
  • Transport Authority — the authority competent for passenger transport in the Emirate concerned; in the Emirate of Dubai the Roads and Transport Authority (RTA).
  • Tourist Place — an airport, a hotel, a tourist resort, or a heritage, archaeological or tourist landmark or area, as listed in the Platform's catalogue of places.
  • Fare — the total price payable for a Trip in UAE dirhams (AED), consisting of the base fare, the time and distance components, any surcharges and any tolls (B2.6), as displayed before you confirm the booking.
  • Commission — the fee Emaride invoices to the Fleet Partner for the intermediation. It does not increase the Fare shown to you.
  • PSP — the licensed payment service provider that processes payments. Emaride uses Stripe for this purpose.
  • Fleet Partner — an establishment approved by Emaride that holds the licences and the authorisations of the Transport Authority required for the type of transport it offers (D2.1), operates vehicles, employs Drivers and carries out the transport in its own name. Fleet Partners include taxi operators that are public authorities or public-sector entities of an Emirate.
  • Driver — a natural person employed by a Fleet Partner and holding the driver permit required by the Transport Authority, who carries out the transport.
  • Transport Contract — the contract for a specific Trip, concluded between the passenger and the Fleet Partner.
  • Consumer — a person who uses the Platform for purposes outside their trade, business or profession.
  • User — any person using the Platform.

A3. Nature and Scope of the Service

A3.1 Emaride operates the Platform as a technology and intermediation service for passenger transport in the Emirates in which the Platform is active (A3.3), under the authorisation of the RTA stated in A1.1 and the further authorisations required in the respective Emirate. Emaride does not itself carry out any transport. The Trips are carried out by Fleet Partners and their Drivers.

A3.2 Types of transport. The Platform arranges two types of transport:

  1. Tourist transport within the meaning of Executive Council Resolution No. 107 of 2023 and Administrative Resolution No. 97 of 2025: Trips to or from a Tourist Place, carried out by licensed tourist transport establishments. Where only tourist transport is available, a booking is possible only if the pickup location or the destination is a Tourist Place.
  2. Taxi transport: Trips carried out by taxi operators licensed by the Transport Authority of the Emirate concerned, without the restriction to Tourist Places.

Which type of transport is available for a Trip is set per Emirate; the app shows it to you before the booking. Trips are booked only via the Platform; the Platform does not accept street hails.

A3.3 Service area. The Platform currently operates in the Emirate of Dubai. Further Emirates are added only once the authorisations required there are in place; adding an Emirate does not change these Terms. The Emirates served, the type of transport available there and the Tourist Places are shown in the app before the booking.

A3.4 Our responsibility. Emaride is responsible to you for the proper performance of its own obligations under these Terms, in particular: routing a confirmed booking only to a Fleet Partner that holds the required authorisations, displaying and charging the Fare correctly, providing the verification procedure (B6), refunding amounts in the cases set out in these Terms, and handling your complaints.

A3.5 Emaride is not the employer of any Driver. Drivers are employed by their Fleet Partner.

A4. Account, Access and Security

A4.1 Use of the Platform requires an account. You must be at least 18 years old, have full legal capacity, and provide accurate and current information.

A4.2 You keep your credentials confidential and notify us without delay of any unauthorised use of your account.

A4.3 Emaride may verify identity and eligibility. Restrictions and suspensions of an account are permitted only in the cases set out in these Terms (B11, B14.3, C5, D5), must be proportionate, and are communicated with a statement of reasons.

A5. Liability

A5.1 Emaride is liable in accordance with the laws of the United Arab Emirates for any breach of its obligations under these Terms. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under the applicable law, in particular under Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023.

A5.2 The Fleet Partner is liable, as the party to the Transport Contract, for carrying out the transport. If you have a claim against the Fleet Partner, you may submit it via Emaride's support; we forward it to the Fleet Partner and inform you of the outcome.

A6. Changes to These Terms

A6.1 Passengers. Emaride does not change these Terms unilaterally. We inform you of a new version before it takes effect. A new version applies to you only once you actively accept it; continued use or silence is not acceptance. Until then, the version you accepted continues to apply to you. Bookings already confirmed are always governed by the version that applied when you booked. You may close your account at any time (B14.2).

A6.2 Fleet Partners and Drivers. Changes are notified in writing (including by e-mail or in the app) at least 15 days before they take effect. The Fleet Partner may terminate the relationship before the period expires. The period does not apply to the extent that a legal obligation or a decision of a Transport Authority requires an immediate change.

A7. Governing Law

These Terms are governed by the federal laws of the United Arab Emirates and, where applicable, the laws of the Emirate of Dubai. The Transport Contract is additionally subject to the laws of the Emirate in which the Trip is carried out. The mandatory rights of consumers under the laws of the United Arab Emirates remain unaffected.

A8. Jurisdiction

The courts of the Emirate of Dubai have jurisdiction. This does not restrict any right of a consumer to bring a matter before another competent court or authority under the applicable law. No arbitration is imposed on consumers.

A9. Complaints

A9.1 Please first contact our support in the app or at info@emaride.ae. Every complaint is recorded and answered; we inform you of the outcome.

A9.2 Complaints about the transport service may also be submitted to the Transport Authority of the Emirate in which the Trip took place; in the Emirate of Dubai this is the Roads and Transport Authority (RTA).

A9.3 As a consumer you may also turn to the competent consumer protection authority under Federal Law No. 15 of 2020 on Consumer Protection.

A10. Prohibited Use and Content

A10.1 You shall not use the Platform unlawfully, fraudulently or to prepare criminal offences. Prohibited in particular are: false information and impersonation; harassment, threats, discrimination against or endangerment of any person; circumventing Fares, fees or the Commission, including diverting Platform-introduced business off the Platform; interference with the Platform (hacking, scraping, reverse engineering, overloading, malware); infringement of third-party rights; carrying prohibited items; and manipulating ratings or promotions.

A10.2 The Platform, the software, the marks and Emaride's content are protected by intellectual property law. You receive a non-exclusive, revocable, non-transferable right to use the Platform under these Terms. For content you submit yourself (such as ratings) you grant Emaride a non-exclusive, royalty-free right to use it to operate and improve the service.

A10.3 You can report unlawful content or conduct via support in the app or to info@emaride.ae. Every report is examined and decided with a statement of reasons.

A11. Final Provisions

A11.1 If a provision of these Terms is invalid, the remaining provisions remain effective.

A11.2 Failure to exercise a right is not a waiver of it. Emaride may transfer these Terms to an affiliate only if your rights are not diminished thereby and you are informed in advance.

A11.3 Notices are given via the Platform, by e-mail or in writing.

A11.4 The processing of personal data is governed by the Privacy Policy — United Arab Emirates.

A11.5 Languages. These Terms exist in Arabic and English. The Arabic version prevails in the event of any discrepancy.

Part B — Passengers

Part B applies to passengers. Its consumer-protective provisions prevail over any conflicting provision of these Terms.

B1. The Transport Contract

B1.1 You book a Trip via the Platform, immediately or in advance within the booking window shown in the app. By confirming the booking you submit a binding offer to conclude a Transport Contract. The contract is concluded as soon as a Driver accepts the Trip; you receive a confirmation in the app.

B1.2 The Transport Contract is concluded between you and the Fleet Partner of the accepting Driver. Emaride owes you the intermediation and the technical and payment handling set out in these Terms (A3.4).

B1.3 Bookings are routed to a Fleet Partner serving the area. There is no entitlement to a specific Driver or vehicle.

B2. Fare, Transparency and VAT

B2.1 Before the binding booking, the pickup and destination, the Fare in AED and its full breakdown are displayed to you (base fare, time and distance components, surcharges, tolls).

B2.2 An immutable price snapshot is stored at the time of booking. This price is binding for the booked Trip unless the trip parameters (route, waiting time, stops) change. In that case the adjustment is made in accordance with the displayed breakdown and shown on your receipt.

B2.3 VAT. Local passenger transport within the United Arab Emirates is exempt from value-added tax; no VAT is charged on the Fare. Where VAT is payable on any other service offered to you, the price displayed already includes it.

B2.4 No surcharge is charged for payment by card.

B2.5 After each Trip you receive an itemised receipt in Arabic and English showing in particular Emaride's name, address and contact details, trade licence number and, once Emaride is registered for value-added tax, its Tax Registration Number (TRN), the date, the service provided and the amounts in AED.

B2.6 Tolls. If the route passes a toll gate (such as Salik or Darb), the toll is charged at the tariff applied by the toll operator at the time of booking, including any VAT contained in that tariff, without mark-up, and is passed on to the Fleet Partner who pays it. It is shown as a separate line before booking and on the receipt and forms part of the price snapshot (B2.2). Emaride charges no Commission or other fee on tolls.

B3. Payment

B3.1 Payment is made cashless using the card stored in the app (the payment methods available are shown in the app). Payment processing is handled by Stripe as the licensed payment service provider; Stripe's terms apply in addition. Cash is not accepted.

B3.2 The Fare is charged to your card when the booking is confirmed, before the Trip starts; the Trip cannot start until the payment has succeeded. The PSP collects the Fare and forwards it to the Fleet Partner; Emaride invoices its Commission to the Fleet Partner.

B3.3 Minimum amount. The PSP cannot process card payments below AED 2.00. A tip must therefore be at least AED 2.00.

B3.4 A cancellation fee (B7) or no-show fee (B8) is retained from the Fare already charged; the remainder is refunded to your card. No separate charge is made for these fees. The waiting time fee (B9) is charged separately after the Trip.

B4. Authorisation to Charge Your Stored Card

B4.1 When you store a card, you authorise Emaride, through Stripe, to charge that card without your renewed involvement for the following amounts, each in accordance with these Terms:

  1. the Fare when the booking is confirmed (B3.2);
  2. the waiting time fee after the Trip (B9).

B4.2 Each charge is shown to you in the app together with a receipt. If your bank requires additional confirmation, we ask you to confirm the payment in the app.

B4.3 Tips are never charged under this authorisation; a tip is charged only when you give it in the app (B10).

B4.4 You may withdraw this authorisation at any time by removing the card in the app. Amounts already due under these Terms remain payable.

B5. Refund if a Trip Is Not Performed

B5.1 If a booked Trip is not performed, or not completed, for a reason not attributable to you — for example because no Driver arrives, the Fleet Partner or Driver cancels, or a technical fault occurs — you receive a full refund of every amount charged for that Trip (Cabinet Decision No. 66 of 2023, Article 13).

B5.2 Refunds are made via the PSP to the card used for payment.

B5.3 Beyond cancellation under B7 and refunds under B5, there is no general right to withdraw from a booked Trip. Your rights under Federal Law No. 15 of 2020 on Consumer Protection remain unaffected.

B6. Verification at the Start of the Trip (OTP / QR)

B6.1 To ensure that the correct passenger enters the correct vehicle, we use a verification procedure based on a one-time code (OTP) or QR code.

B6.2 You present the code shown in the app at the start of the Trip, or have it scanned. The Trip cannot be started without successful verification. The code is deleted after verification.

B7. Cancellation by You

B7.1 You may cancel a booking at any time via the Platform. Cancellation before acceptance by a Driver, and within 5 minutes after acceptance, is free of charge.

B7.2 If you cancel later, a cancellation fee of AED 20 is due (B3.4), but never more than the Fare. The amount is displayed to you before you confirm the cancellation.

B7.3 The cancellation fee compensates the approach and waiting time of the Fleet Partner and the Driver; it is not a penalty and does not exceed that typical loss. If you show that no loss, or a substantially lower loss, was incurred, the fee is reduced or refunded accordingly.

B8. No-Show

B8.1 If, after the Driver arrives at the pickup location, you do not appear within the waiting time shown in the app (5 minutes) and cannot be reached, the Driver may end the Trip as a "no-show".

B8.2 In that case a no-show fee of AED 40 is due (B3.4), but never more than the Fare. B7.3 applies accordingly.

B9. Waiting Time

B9.1 Once the Driver has arrived at the agreed pickup location and the app shows the arrival, the waiting time begins. The first 5 minutes are free of charge.

B9.2 After that, a waiting time fee of AED 2 per minute or part thereof becomes due, up to a maximum of 20 minutes (AED 40). The fee compensates the actual waiting time; it is not a penalty.

B9.3 The app shows you the running waiting time and the accruing fee while the Driver is waiting.

B9.4 If the Trip is ended as a no-show (B8), no waiting time fee is charged; only the no-show fee applies.

B9.5 The fee does not apply if the waiting time is due to a circumstance for which Emaride, the Fleet Partner or the Driver is responsible.

B10. Tips

B10.1 You may voluntarily give a tip to the Driver. The tip is not part of the Fare and is passed on in full to the Driver or their Fleet Partner. Emaride charges no Commission on tips.

B10.2 The minimum amount under B3.3 applies.

B11. Measures for Breaches

B11.1 To safeguard service quality, Emaride operates a graduated system of measures for non-compliant behaviour (such as repeated short-notice cancellations or no-shows):

  1. Level 1 — Notice: information about the behaviour in question.
  2. Level 2 — Warning: an explicit warning indicating further consequences.
  3. Level 3 — Temporary restriction: temporary restriction of the booking function.
  4. Level 4 — Suspension: suspension of the account.

B11.2 These are measures concerning access to the Platform, not a payment obligation. Assessment is proportionate and considers behaviour within a rolling 30-day period.

B11.3 Every measure is communicated to you with a statement of reasons. A restriction or suspension is not taken solely by automated means; you may have it reviewed by a human being, express your point of view and contest it via support.

B12. Ratings

B12.1 After a Trip, passenger and Driver may rate each other. Ratings must be truthful and factual.

B12.2 Offensive, discriminatory or unlawful ratings are not permitted and may be removed. You will be informed of the removal with reasons and may contest it via support.

B13. Your Obligations

B13.1 You behave lawfully and respectfully, do not endanger or harass the Driver, wear the seatbelt, comply with reasonable safety instructions and do not carry prohibited items.

B13.2 In an emergency, call 999.

B13.3 Report lost items via support; we pass the report on to the Fleet Partner.

B14. Consumer Rights and Termination

B14.1 Your rights under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations are not restricted by these Terms.

B14.2 You may end the usage relationship at any time and have your account deleted in the app. Invoice data subject to statutory retention is kept as required by law.

B14.3 Emaride may suspend or close your account only in the event of a serious or repeated breach of these Terms, for reasons of safety or fraud prevention, or where required by law or by a Transport Authority. The measure is communicated to you with a statement of reasons and is reviewable under B11.3. Amounts paid for services not yet performed are refunded in full.

B15. Paid Digital Add-Ons

Where the app offers paid digital add-ons (such as a freely chosen display name), the price (including any VAT) and the term are shown to you before purchase. Add-ons do not renew automatically. If a purchased add-on is not activated, you receive a full refund.

Part C — Drivers

C0. Access via the Employing Fleet Partner

C0.1 Drivers access the Platform exclusively through the Fleet Partner that employs them. Tourist transport drivers must be employed by a licensed establishment (Administrative Resolution No. 97 of 2025); taxi drivers by a taxi operator licensed by the Transport Authority.

C0.2 Emaride is not the employer of the Driver and pays the Driver no remuneration. There is no employment contract and no transport contract between Emaride and the Driver.

C0.3 This Part C governs the Driver's access to the app: which records are required, how the account must be secured, and under which conditions access may be restricted.

C1. App Access and Account

C1.1 Access is activated after the Fleet Partner has created the Driver and the records under C3 are in place.

C1.2 The account is personal. Credentials and device must not be passed on to third parties; Trips must not be carried out under another person's account.

C1.3 The Driver keeps driver and vehicle data in the app up to date.

C2. Autonomy

C2.1 The Driver decides freely whether to accept or decline an offered Trip. Emaride imposes no sanction, fee or detriment for declining a Trip.

C2.2 Working time, rest periods and shifts are governed by the Driver's employment with the Fleet Partner and by UAE labour law. Emaride sets no minimum hours and no login requirements.

C2.3 Automated systems. Emaride informs Drivers about automated systems that materially affect them — in particular the allocation of Trips, ratings, fraud prevention and account restrictions. Decisions with significant effect are reviewed by a human being on request. Details are set out in the Privacy Policy — United Arab Emirates.

C3. Records and Validity

C3.1 Access requires the following to be valid and stored in the app: a UAE driving licence, the driver permit required by the Transport Authority for the type of transport, the Emirates ID, and the further records shown in the app. Drivers must be at least 18 years old.

C3.2 Automatic lock on expiry. If a required record expires, app access is automatically locked until a valid record is in place. Reminders are sent in good time before expiry.

C3.3 The lock is the consequence of the expiry of a record, not an assessment of the person. It is communicated with reasons; the Driver may object to the accuracy of the data and request review by a human being. Once a valid record is submitted, access is restored.

C4. Conduct and Vehicle

C4.1 The Driver provides the transport safely, lawfully and without discrimination, treats passengers respectfully, and complies with traffic rules and the requirements of the Transport Authority for the type of transport.

C4.2 The Driver carries out the verification under B6 before the Trip starts.

C5. Restriction and Suspension

C5.1 Emaride may restrict or suspend app access where necessary for safety, on suspicion of fraud or unlawful conduct, on breach of these Terms, on expiry of required records, or because of a legal obligation or a decision of a Transport Authority.

C5.2 Measures are proportionate. The Driver receives a statement of reasons and may contest the decision via support in the app or at info@emaride.ae. The challenge is reviewed by a human being.

C5.3 Where there is an immediate risk to safety, fraud, or the expiry of a required authorisation, the measure may take effect immediately; the reasons are then provided without delay afterwards.

C5.4 A restriction of app access does not affect the employment between Driver and Fleet Partner.

C5.5 Fines. Repeated violations can lead to a fine under D4.4. The fine is charged to the Fleet Partner, not to the Driver; whether the Fleet Partner passes it on is governed solely by the employment between them (C0.2). Declining or not responding to an offered Trip never leads to a fine (C2.1).

C6. Data Processing

The processing of Driver data is set out in the Privacy Policy — United Arab Emirates.

Part D — Fleet Partners

D1. Relationship to the Fleet Partner Agreement

D1.1 Fleet Partners use the Platform on the basis of the signed Fleet Partner Agreement and these Terms. In case of conflict the Fleet Partner Agreement prevails (A1.3).

D1.2 This Part D is the publicly accessible summary of the conditions of access for Fleet Partners.

D2. Admission Requirements

D2.1 The Fleet Partner holds and maintains all licences and authorisations required for the type of transport it offers in the Emirate concerned, in particular:

  1. Tourist transport: a valid trade licence of the Department of Economy and Tourism, Dubai, the tourist transport permit and the operation card of the RTA.
  2. Taxi transport: the taxi operating licence of the Transport Authority of the Emirate concerned and the trade licence required there. A taxi operator that is a public authority or public-sector entity provides evidence of its competence instead of a trade licence.

D2.2 Insurance. Each vehicle is insured for the carriage of passengers including while the Platform is in use — from the acceptance of a Trip through the approach to the end of the Trip.

D2.3 Vehicles. Each vehicle holds the authorisation of the Transport Authority required for the type of transport (for taxi transport the taxi vehicle permit). For tourist transport, each vehicle is not older than 5 years and a Fleet Partner may operate at most 5 vehicles on the Platform. For taxi transport, the vehicle limits set by the Transport Authority of the Emirate concerned apply; they are shown in the portal. These limits are enforced technically.

D2.4 Records. The establishment's records (trade licence or evidence of competence, the permits and operation card of the Transport Authority, insurance) and the driver- and vehicle-level records are stored on the Platform and kept current. Reminders are sent before expiry; expired driver and vehicle records lead to the automatic lock under C3.2.

D2.5 Employment of Drivers. The Fleet Partner employs its Drivers itself and bears all obligations of an employer under UAE law. Emaride is not the employer of the Drivers (C0.2).

D3. Commission

D3.1 Emaride invoices the Fleet Partner a Commission of 12.5% of the Fare. Once Emaride is registered for value-added tax, value-added tax at the statutory rate (currently 5%) is added to the Commission and Emaride issues a tax invoice for it. Until then, no value-added tax is charged on the Commission.

D3.2 Tips and tolls (B2.6) are not part of the basis of assessment. No Commission is charged on them; tolls are passed on to the Fleet Partner in full.

D3.3 Emaride currently grants no reduced rates; the Commission is 12.5% from the first Trip.

D3.4 Upon expiry of a reduction, the rate automatically reverts to 12.5%. A reduced rate creates no acquired right.

D3.5 Emaride currently charges no platform fees; the PSP's transaction fees are borne by Emaride. Any introduction of platform fees requires the notice under A6.2.

D3.6 The Commission does not increase the Fare shown to passengers.

D4. Settlement and Payout

D4.1 Fares are settled exclusively via the PSP. The Fleet Partner maintains a fully verified account with the PSP; payouts are not possible without that verification.

D4.2 For each charged Fare the PSP transfers the Fleet Partner's share (the Fare less Emaride's Commission) to the Fleet Partner's PSP account. The PSP pays out to the Fleet Partner's bank account in AED according to the payout schedule of that account.

D4.3 Cash payments are not provided for on the Platform.

D4.4 Fines for Driver violations.

(a) Emaride records the following violations by the Fleet Partner's Drivers: cancellation of an accepted Trip by the Driver, failure of the Driver to appear at the pick-up point, and misconduct towards passengers confirmed by Emaride. Violations of the same kind are counted within a rolling period of 30 days; a violation older than 30 days no longer counts, and if a measure is lifted, the count starts again. Declining or not responding to an offered Trip is never fined and never leads to a suspension or exclusion (C2.1).

(b) The first violation of a kind leads to a warning. The first repeat within the period leads to a warning with a fine of AED 60 for a cancellation, AED 100 for a failure to appear and AED 200 for misconduct. The next repeat suspends the Driver's app access for 30 days. Any further repeat leads to a permanent exclusion, which takes effect only after a person at Emaride has confirmed it; until then the app access remains suspended.

(c) The fine is retained from the Fleet Partner's share of the next charged Fares or deducted from the next payout. Emaride informs the Fleet Partner of each fine in the app.

(d) The Fleet Partner may object to a fine in the app or at info@emaride.ae. The objection is reviewed by a person. If it is upheld, the fine is lifted and any amount already retained is credited with the next payout. If it is rejected, Emaride informs the Fleet Partner and the Driver of the reasons in the app.

D5. Restriction, Suspension and Termination

D5.1 Emaride may restrict, suspend or terminate a Fleet Partner's access where necessary on safety, fraud, legal or authorisation grounds, because of a breach of these Terms or of the Fleet Partner Agreement, or because of a decision of a Transport Authority.

D5.2 Before a restriction or suspension, Emaride as a rule first issues a written warning naming the breach and calling for it to be remedied. The Fleet Partner may respond within 14 days via info@emaride.ae.

D5.3 A restriction or suspension is communicated in writing with the specific reasons. A termination is communicated at least 30 days before it takes effect.

D5.4 The periods under D5.2 and D5.3 do not apply where a legal obligation or a Transport Authority requires immediate action, a repeated breach is present, or there is an immediate risk to passengers, Drivers or third parties.

D5.5 The Fleet Partner may have any decision reviewed through the internal complaint process (info@emaride.ae); the complaint is reviewed by a human being and answered with reasons.

D6. Data Processing

Each party is responsible for its own processing of personal data. For the data of the Fleet Partner's contact persons, the Privacy Policy — United Arab Emirates applies.

By using the Platform you confirm that you have read and accepted these Terms and the Part(s) applicable to you.