Customer Terms and Conditions

PLEASE READ THESE CUSTOMER TERMS AND CONDITIONS (THE “TERMS”) CAREFULLY BEFORE USING THE SERVICES OFFERED BY DUBZ, OPERATED AND REPRESENTED BY DELIVERING YOUR BAGS PASSENGER LUGGAGE DELIVERY L.L.C., A COMPANY INCORPORATED WITH LIMITED LIABILITY IN THE EMIRATE OF DUBAI, UNITED ARAB EMIRATES AND HAVING COMMERCIAL REGISTRATION NUMBER 1240648) ("DUBZ" / "WE" / "US" / "OUR") AND ANY OF OUR SERVICES WHICH MAY BE HOSTED ON THIRD PARTY PARTNER SITES AND APPLICATIONS.  

 

THESE TERMS SET FORTH THE LEGALLY BINDING TERMS FOR YOUR ("USER") USE OF THE WEBSITE AT HTTP://WWW.DUBZ.COM/, ALL OTHER SITES OWNED AND OPERATED BY DUBZ THAT REDIRECT TO HTTP://WWW.DUBZ.COM/ AND ALL SUBDOMAINS (THE “WEBSITE”), ANY WEB AND MOBILE APPLICATIONS OFFERED BY DUBZ  OR ANY OF OUR PARTNERS (THE “APPS”, AND COLLECTIVELY, THE “PLATFORMS”), AND THE SERVICES OWNED AND OPERATED BY DUBZ, INCLUDING BUT NOT LIMITED TO THE COLLECTION OF LUGGAGE FROM CERTAIN PICK-UP POINTS AND TRANSPORT OF THAT LUGGAGE TO CERTAIN DELIVERY POINTS, IN COOPERATION WITH HOTELS AND OUR OTHER PARTNERS (TOGETHER WITH THE PLATFORMS, COLLECTIVELY, THE “SERVICE” OR THE “SERVICES”).   THESE TERMS APPLY TO ALL USERS INCLUDING BUT NOT LIMITED TO INDIVIDUAL CUSTOMERS AND CORPORATE CUSTOMERS AND CUSTOMER AGENTS IN RESPECT OF THE SERVICES.  

 

BY CLICKING ON ANY ACCEPTANCE TAB THAT LINKS TO THESE TERMS OR WITH ANY USE OF OUR SERVICES, WHETHER LOCATED ON A DUBZ PLATFORM OR A THIRD PARTY PLATFORM OFFERING ANY OF THE DUBZ SERVICES, YOU AGREE TO BE BOUND BY THE TERMS, ANY DATA AND/OR PRIVACY POLICIES AND ALL OTHER RULES, POLICIES AND PROCEDURES THAT MAY BE PUBLISHED BY DUBZ FROM TIME TO TIME ON THE PLATFORMS AND YOU AGREE THAT THE TERMS AND ALL SUCH POLICIES PUBLISHED ON THE PLATFORMS (AS AMENDED) CONSTITUTE A BINDING CONTRACT BETWEEN YOU AND DUBZ AND GOVERN ALL TRANSACTIONS BETWEEN YOU AND DUBZ, INCLUDING YOUR USE OF THE SERVICES (“AGREEMENT”).  

 

By using our Services, you agree to the terms and conditions of this Agreement.  If you do not agree to the terms and conditions of this Agreement, please do not make a Booking Request (as defined below) nor use our Services.

 

  1. Interpretation; Binding Nature
    1. By using the Services you also agree to be additionally bound by any terms and conditions as published on the Platforms, including but not limited to the Privacy Policy and other guidelines on the Platforms, which are applicable and hereby incorporated by reference into these Terms, in absence of such clauses in these Terms. The Services offered are subject to acceptance of all of the Terms and all other operating rules, policies, and procedures that may be published on the Platforms by DUBZ, all terms of which are incorporated by reference herein and may be updated at any time by DUBZ without notice.  Therefore, each time each User accesses the Platforms, such User is advised to review the Platforms for any changes in terms and contact DUBZ or your legal advisor with any questions or clarifications.  The use of the Platforms or any Services means binding acceptance of the Terms which apply and are in force at such time when you access the Platforms or such Services.  We therefore recommend that you periodically review these Terms for any changes or updates.  In the event of a conflict between any other agreement and the Terms, the Terms shall control.
    2. By registering on the Platforms or upon your submission of a Booking Request, you give your valid consent to the Terms and all other documents and policies governing your relationship with DUBZ.  The use of an electronic version of the Terms fully satisfies any requirement that such documentation be provided to you and/or signed in writing, and the electronic version of the Terms is considered to be the true, complete, and enforceable record of our agreement, admissible in judicial or administrative proceedings as if the documents and records were in printed form.
    3. In this Agreement, unless otherwise defined in the Terms, the following terms shall have the meaning set out below:
      1. Booking” means a ‘Booking Request’ that has been confirmed by us and notified to you as being accepted in accordance with clause 2.3;
      2. Booking Request” means a request by you for us to pick up your luggage from a Pick-up Point and deliver that luggage through the Service to the Delivery Point;
      3. Collection Period” means the time window set out in the Booking during which you must collect your luggage from the Collection Point;
      4. Collection Point” means the address at which you will collect your luggage following Delivery as set out in a Booking;
      5. Delivery” means the delivery by us of luggage from the Pick-up Point to the Delivery Point though the Service;
      6. Pick-up Period” means the time window set out in the Booking during which you will drop-off your luggage at the Pick-up Point;
      7. Pick-up Point” means the address at which you will drop-off your luggage for Pick-up as set out in a Booking;
      8. Fees” means the fees for our Services that are displayed on our Platforms as being applicable at the time that you make your Booking;
      9. Force Majeure” means without limitation, any event or circumstance beyond the affected party’s reasonable control rendering performance impossible or impractical, including but not be limited to acts outside human control, fire, flood, earthquake, windstorm, storm, extreme weather conditions or other natural disaster, epidemic, pandemic or serious risk to health, war, threat of or preparation for war, armed conflict, closure of airspace, imposition of sanctions, embargo, breaking off of diplomatic relations or similar actions, terrorist attack, civil war, civil commotion or riots, labour disputes involving complete or partial stoppages of work or delay in the performance of work, Acts of God, power failure, or any act of any government or public authority, loss of systems, networks, equipment or data (including, without limitation, the Internet or any telecommunications or utilities network or equipment).
      10. Prohibited Items” means items prohibited for air transportation by any regulatory or government body, including but not limited to items that are illegal, hazardous or dangerous, and animals, or any other items considered by us to be hazardous, dangerous or prohibited under any applicable law in any manner; and
      11. Storage Location” means a secure storage facility maintained for the provision of our Services.  

 

  1. Our Services; Bookings
    1. You may make a Booking Request via our Website, telephone, our App or any third-party application that offers our Services, or through your hotel concierge if your hotel participates in our Service.
    2. Any User may submit a Booking Request on the Platforms by accepting these Terms.  Upon delivery of confirmation of our Booking, our Services shall comprise: (i) sending a DUBZ authorized driver to arrive at the designated Pick-up Point; (ii) having the DUBZ authorized driver lock the luggage and take photos of the locked luggage; (iii) taking the signature of the User on the Apps or in writing upon driver Pick-up; (iv) providing the User with a link by SMS and/or by email with a link to track the luggage; (v) delivering the luggage to the designated Delivery Point; and (vi) taking the signature of the User on the Apps or in writing upon driver Delivery, at which point the Services for the relevant Booking shall have been completed.  
    3. We reserve the right to decline any Booking Request at our discretion and will use reasonable endeavours to notify you of this.
    4. A Booking Request will only be considered to be a Booking if you have received an email or other notification from us expressly confirming that Booking Request.  All Bookings are subject to the terms of this Agreement.
    5. You acknowledge that we will not be required to provide our Service in respect of a Booking where the number of items submitted in the Booking does not equal the number of items of luggage left at the Pick-up Point.
    6. Access to the Services may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons reasonably beyond our control.

 

  1. Your obligations

You:

    1. will ensure that the luggage is given to us at the Pick-up Point within the Pick-up Period, as specified in the Booking;
    2. will ensure that all luggage that is deposited with us is properly closed and secure;
    3. warrant to us that the luggage is not a, or does not contain any, Prohibited Item;
    4. warrant to us that you have full and complete authority to submit the luggage to our Service;
    5. in the event you are leaving or entrusting the luggage with a hotel concierge, travel representative or any other third party person at the Pick-up Point, you warrant that you have done all things necessary to ensure that such person has been granted full and complete authority to represent your interests in respect of the Services, and you expressly assume all risk in respect of any third party representation at the Pick-up Point and waive all claims against us and release us from any liability in relation to our pick-up and delivery of the luggage in this manner and in relation to our carrying out of the Services in respect of such person who shall be treated as your lawful authorized representative;
    6. warrant that you are acting at all times in respect of the Services in conformity and accordance with all applicable law;
    7. warrant that you have completed the Booking Request accurately, including as to any estimate of the value of your luggage that you are submitting to the Service;
    8. warrant that you have taken out appropriate travel or other insurance on the luggage for which we are providing the Service and if you have not, then you accept all risk of loss or damage to your luggage;
    9. acknowledge that, to the maximum extent permitted by law, the Service is provided to you without warranties or representations of any kind, whether express or implied;
    10. will pay us all Fees that you owe to us either by credit card when you make your Booking, or upon leaving your luggage at the Drop-off Point, at your discretion;
    11. will provide us with photographic identification confirming that you are entitled to collect the luggage at the relevant Collection Point; and
    12. will show us the contents of your luggage if requested.



  1. Our Obligations
    1. We:
      1. have the right to refuse any luggage presented to us at our discretion and without stating reasons;
      2. will use all reasonable endeavours to deliver your luggage to the Delivery Point for collection by you during the Delivery Period; and
      3. will not open or search your luggage without your consent unless we have a good reason to believe that your luggage is, or may contain, a Prohibited Item.
    2. We will not be required to provide the Service to you if:
      1. events beyond our reasonable control mean that it is impossible or impractical for us to do so, including but not limited to an event of Force Majeure;
      2. your luggage does not meet security or safety requirements at any airport, metro station, transportation hub, or any other location where your luggage may be held or be in-transit; or
      3. you fail to leave your luggage at the Pick-up Point within the Pick-up Period set out in your Booking;
    3. If we are unable to provide you with the Service that is the subject of a Booking due to you not being present at the:
      1. Pick-up Point within the Pick-up Period to drop-off your luggage: then we may cancel your Booking and you will forfeit any Fees already paid in respect of that Booking; or
      2. Delivery Point within the Delivery Period to collect your luggage: then we may deliver your luggage to an end location of your choice and you will reimburse us for all costs and expenses that we incur in doing so.

 

  1. Pick-up, Storage and Delivery
    1. Where we consider it appropriate, we will place our own locks on your luggage when it is Picked-up at the Pick-up Point. For the avoidance of doubt, we will not be liable for any loss or damage to your luggage whether or not we place our locks on your luggage. You will also receive a receipt by email after the payment for the Service is made.
    2. We will store your luggage at the Storage Location after Pick-up at the Pick-up Point and prior to Delivery at the Delivery Point. We shall be entitled to charge you for additional storage fees if luggage is stored for more than one night at the Storage Location for any reason.
    3. You must collect your luggage from the Delivery Point during the Delivery Period.
    4. Subject to Clause 5.5, we will release your luggage at the Delivery Point to the person who shows the same photographic identification shown at the time of picking-up the luggage at the Pick-up Point (unless that person is able to otherwise prove they are the same person). You must also sign to confirm that you have collected your luggage.  
    5. In the event we have picked up the luggage from a hotel concierge, travel representative or any other third party person at the Pick-up Point acting on your behalf, we will release your luggage at the Delivery Point only to the end-User as indicated as the person who shows the photographic identification matching the identity of the User who has made the Booking Request.
    6. After you have signed our confirmation that you have collected your luggage, you may no longer submit a lost luggage claim.
    7. We will be discharged from any responsibility that we have to you if we return luggage to anyone who holds the photographic identification indicated in the Booking.

 

  1. Amendments and Cancellation
    1. Subject to the conditions herein, you may amend or cancel a Booking either via the Platforms, telephone or by sending us an email that includes the Booking details to booking@dubz.com. If the notification of the cancellation is sent by e-mail, then the cancellation is effective from the time the e-mail is sent.
    2. You may amend a Booking at any time provided that it is more than one hour prior to the Pick-up Period or more than three hours prior to the Delivery Period, provided that the time between Pick-up Period and the Delivery Period remains more than five hours. Amendments outside these timeframes will be deemed to be cancellations and Fees may be payable as set out in clause 6.3.
    3. If you cancel a Booking (i) more than one hour prior to the start of the Pick-up Period for that Booking; or (ii) more than four hours prior to the start of Delivery Period for that Booking (provided that we have not yet picked up the luggage), we will refund in full any Fees that you have paid to us in respect of that Booking. We will process the refund within 14 days of notification of the cancellation. Refunds will be done only through the original mode of payment. If you cancel a Booking outside of these times, to the maximum extent permitted by law, we will not be required to refund any Fees that you have already paid us for that Booking.
    4. We may amend or cancel any Booking without refunding you any Fees:
      1. where we are prevented by someone or something, beyond our control, from fulfilling the Service;
      2. where you have provided an invalid delivery address; or
      3. where we believe that you have misused our Services,

and we will use reasonable endeavours to notify you of this.

 

  1. Failure to Collect or Pay for your Luggage
    1. If you do not collect or pay for your luggage within the Delivery Period, we will be entitled to store your luggage at the Storage Location and charge you any additional costs for doing so until such time as the luggage is collected and paid for in full.
    2. If you have not collected and paid for your luggage within one month of the end of the Delivery Period:
      1. you will be deemed to have renounced your rights in the luggage; and
      2. we may, at our discretion, either sell or destroy the luggage and you will have no claim or recourse against us except that you may, in the 12 months after any sale of your luggage under this clause, apply to us to have the proceeds of the sale paid to you, less any costs for storage and other costs incurred by us.

 

  1. Liability
    1. You acknowledge and agree that, to the maximum extent permitted by law, the Service is provided on an “as is” basis without any warranty of any kind. All express or implied warranties and representations are excluded to the maximum extent permitted by law.  TO THE FULLEST EXTENT PERMISSIBLE BY LAW, USERS ASSUME THE RISK OF ANY AND ALL DAMAGE OR LOSS FROM THE USE OF THE SERVICES. DUBZ AND ITS DIRECTORS, EMPLOYEES, MANAGERS, AGENTS, CONTRACTORS, PARTNERS AND SUPPLIERS DO NOT WARRANT THAT: (A) THE SERVICE WILL BE SECURE OR AVAILABLE AT ANY PARTICULAR TIME OR LOCATION; (B) ANY DEFECTS OR ERRORS WILL BE CORRECTED; OR (C) THE RESULTS OF USING THE PLATFORMS WILL MEET YOUR REQUIREMENTS.  YOUR USE OF THE PLATFORMS IS SOLELY AT YOUR OWN RISK.
    2. We will only be liable for loss or damage to your luggage arising as a direct result of our Service to the extent that such damage and/or loss is not covered by an insurance policy that you have taken out and provided that the luggage does not contain a Prohibited Item.
    3. To the maximum extent permitted by law, our liability arising out of, or in connection with, this Agreement and our provision of the Service to you will be limited in the aggregate to AED 36,800 for the luggage deposited with our Service and for which a receipt has been issued under clause 5.1.
    4. We will not be liable for any consequential or indirect loss or damage, or any loss of profit, loss of data, loss of business or loss of opportunity including as a result of the actions of third parties.
    5. You will indemnify us, our affiliates, directors, employees, managers, agents, contractors, partners, attorneys, and suppliers against all losses, liabilities, claims, costs, damages or expenses that we or any of our other customers suffer as a result of us carrying your luggage through the Service (other than any such loss that is caused by us), or your breach of this Agreement, violation of any law, rule or regulation, or infringement by you.  DUBZ reserves the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you will assist and cooperate with DUBZ in asserting any available defenses.  This defense and indemnification obligation will survive any expiration of any Terms and your use of the Services.
    6. You acknowledge that the limitations of liability set out in this clause are fair and reasonable in the circumstances and have been taken into account and reflected in the level of the Fees.

 

  1. General
    1. The Platforms may include links to third party websites that are controlled and maintained by others.  Any link to other websites is not an endorsement of such websites and you acknowledge and agree that DUBZ is not responsible for the content or availability of any such sites.
    2. Any notice given under these Terms to DUBZ shall be in writing and served by hand, prepaid, recorded or special delivery post or prepaid international recorded airmail at the address published at the Website from time to time.  Any such notice shall be deemed to have been served at the time of confirmed delivery.  DUBZ may provide notice to any User by email.  
    3. The failure on the part of either you or us to exercise or enforce any right conferred upon you or us by this Agreement will not be deemed to be a waiver of any such right or operate so as to bar the exercise or enforcement of any such right at any time.
    4. DUBZ will cooperate with law enforcement authorities as required by applicable law.  We will cooperate with law enforcement agencies in any investigation of alleged illegal activity regarding your use of the Platforms or the Services when requested.
    5. If any part of these Terms is deemed unlawful, void or for any reason unenforceable, then that part shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining parts of these Terms.
    6. We may assign or otherwise transfer or dispose of this Agreement or any of our rights or obligations whether in whole or in part to any third party.
    7. This Agreement is drawn up in the English language. This Agreement may be translated into any language other than English provided that the English text will prevail. Any notice given under or in connection with this Agreement must be in English.
    8. DUBZ reserves the right to amend these Terms at any time. DUBZ will ensure that the latest, fully-amended version of these Terms is published on the Website.  If any amendment is unacceptable to a User, such User may discontinue using the Services.  If any User continues to use the Services, they will be conclusively deemed to have accepted such amended version of these Terms.
    9. This Agreement constitutes the entire understanding between you and us relating to the subject matter of this Agreement and supersedes, cancels and replaces all prior agreements between you and us which relate to the same subject matter and all such agreements will be deemed to have been terminated by mutual consent with effect from the date of this Agreement.
    10. This Agreement will be governed by and construed in accordance with the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates applicable in the Emirate of Dubai.  All disputes arising out of or related to this Agreement, the Terms, provisions herein or the use of the Platforms or the content will be resolved by final and binding arbitration in Dubai, UAE before one neutral arbitrator in DIFC-LCIA (“DIFC-LCIA”). You consent to the personal jurisdiction of the DIFC-LCIA, and you agree that arbitration at the DIFC-LCIA is the sole venue for the resolution of any dispute between you and DUBZ, although DUBZ reserves the right to bring proceedings against you for the breach of any of the Terms in your country of residence or any other relevant country.  Any dispute will be resolved under the then-applicable DIFC-LCIA rules and procedures.  An award by the arbitrator may be entered by any party in a court of competent jurisdiction.  IN AGREEING TO ARBITRATE, YOU ARE GIVING UP YOUR RIGHT TO HAVE THE DISPUTE DECIDED IN A COURT OF LAW BEFORE A JUDGE OR JURY.