Terms of Travelling With Us

These terms apply to every ride booked with Emirates Pick & Drop Lift, whether you booked it on WhatsApp, over the phone or by email. Booking a ride means you accept them.

They sit alongside the refund policy, the payment options and the privacy policy, which cover cancellations, money and your details respectively.

Who we are

Emirates Pick & Drop Lift, a road passenger transport service based at Office 008, Tower B, Executive Towers, Business Bay, Dubai, United Arab Emirates. You can reach us on +971 52 157 6197 or at [email protected], at any hour of any day.

How a booking is made

There is no booking form on this website. You tell us the route, the date, the time and the ride type; we come back with a fixed price and confirm the car. A booking exists once we have confirmed it back to you — a message from you alone is a request, not a reservation.

Keep that confirmation. It carries the price, the pickup time and the vehicle, and it is what both of us refer to if anything is disputed later.

Fares and what they cover

Prices are fixed at the time of booking and do not move afterwards. Fuel and toll gates — Salik and Darb — are included, as is the luggage allowance for your vehicle class and the waiting time set out below. There is no surge pricing at peak hours.

Extra stops, a materially different route, or waiting well beyond the agreed window may change the price. We will tell you before it does, never afterwards. Published rates are on the route pages; payment is covered on the payment options page.

Pickup, waiting and no-shows

• Please be ready at the agreed time. Drivers wait a reasonable period at no charge; a long wait may be charged or, eventually, treated as a no-show.
• Airport pickups are different: the driver watches your flight number, so a delayed landing does not cost you the car.
• If you cannot find your driver, call us rather than leave. We can usually put you together in under a minute.
• A no-show — nobody at the pickup point and no message from you — is treated as set out in the refund policy.

Shared rides

A shared seat means you travel with other passengers going the same way, on a set route, which is why it costs what it costs. Pickup and drop-off points are agreed within that route rather than door-to-door anywhere you like, and timings are close but not exact, because they depend on the other riders too. If you need the car to yourself, to leave when you say, or to stop where you choose, book a private ride instead.

Luggage and seats

Sedans carry two bags, luxury cars three and SUVs four, all included in the fare. Hand luggage and laptop bags do not count towards the limit. Tell us at booking if you are carrying more and we will send a larger vehicle rather than turn you away at the kerb. Passenger numbers must match the vehicle booked; we cannot carry more people than a car is licensed and belted for.

Children

Children are welcome and must travel with a responsible adult. If a child seat is needed, tell us when you book so the right seat is fitted before the driver sets off — it is not something that can be arranged at the kerb.

What we ask of passengers

• Wear your seatbelt. It is the law and the driver will ask.
• No smoking or vaping in the vehicle.
• No alcohol, and nothing illegal under UAE law, in the car or in your luggage.
• Treat the driver and any other passengers with courtesy. Our drivers are held to the same standard.

A driver may end a journey if a passenger is abusive, unsafe or breaking the law. No refund is due in that case, and we will tell you why afterwards.

What we can and cannot promise

We will get you there safely, in a serviced and air-conditioned car, with a driver who knows the route. What we cannot promise is the road itself.

Journey times are estimates. Traffic, weather, accidents, road closures, police or border checks and other things outside our control can delay a ride, and we are not liable for onward costs — a missed flight, a missed meeting — caused by them. If you are travelling to a deadline, tell us the deadline rather than the time you want to leave, and we will build the departure around it.

Where something is our fault, we will put it right: another car, a refund, or both. Our responsibility is limited to the fare for the ride in question.

Things left in the car

Tell us as soon as you notice. We will contact the driver and hold anything found at our office for you to collect or arrange to send it on. We take reasonable care, but we cannot accept responsibility for valuables left behind.

Cancellations

Free up to 12 hours before pickup; after that the fare stands. If we cancel, you are refunded in full whatever the notice. Monthly and group bookings have their own rules. All of it is set out in the refund policy.

Changes to these terms

We may update this page as the service changes. The terms that apply to your ride are the ones published when you booked it, and the review date at the top of this page tells you when it was last checked.

Governing law

These terms are governed by the laws of the United Arab Emirates, and any dispute falls to the courts of Dubai. Before it ever gets that far, please talk to us — almost everything is settled in a phone call.