OneLimo – ون ليمو

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Terms and Conditions

Effective Date: September 10, 2025

1. Introduction and Acceptance

Welcome to OneLimo. These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“Customer,” “Client,” or “you”) and OneLimo (“Company,” “we,” “us,” or “our”) regarding your use of our limousine and luxury transportation services. By booking our services, visiting our website, or using our mobile application, you acknowledge that you have read, understood, and agree to be bound by these Terms.

Eligibility

You must be at least 18 years of age to book our services. By using our services, you represent and warrant that you meet this age requirement and have the legal capacity to enter into this agreement.

2. Service Description

OneLimo provides premium limousine and luxury transportation services throughout the Gulf region, including but not limited to:

  • Airport Transfers: Professional transportation to and from airports

  • Corporate Transportation: Business travel and executive transport services

  • Special Events: Wedding transportation, celebrations, and special occasions

  • City Tours: Guided and unguided luxury tours

  • Cross-Border Services: Transportation between Gulf countries (subject to regulatory requirements)

  • Hourly Services: Flexible transportation for multiple destinations

Service Areas

Our primary service areas include major cities in the UAE, Saudi Arabia, Bahrain, and other Gulf Cooperation Council (GCC) countries, subject to operational availability and regulatory requirements.

3. Booking and Reservations

Reservation Process

  • All reservations must be made through our website, mobile application, or by contacting our customer service center

  • Reservations are subject to vehicle availability and operational capacity

  • We recommend booking at least 24 hours in advance for guaranteed availability

  • Same-day bookings are subject to availability and may incur additional charges

Booking Confirmation

  • All bookings require confirmation from OneLimo

  • Confirmation will be provided via email, SMS, or through our mobile application

  • Booking details include pickup time, location, destination, vehicle type, and total cost

Minimum Age and Passenger Requirements

  • Primary booker must be at least 18 years of age

  • Unaccompanied minors under 16 require special arrangements and parental consent

  • Maximum passenger capacity varies by vehicle type and cannot be exceeded

4. Pricing and Payment

Pricing Structure

  • All prices are quoted in the local currency of the service location

  • Pricing includes vehicle rental, professional chauffeur service, and basic amenities

  • Additional charges may apply for waiting time, tolls, parking fees, and cross-border travel

  • Holiday and peak season surcharges may apply during high-demand periods

Payment Terms

  • Payment is required at the time of booking unless credit account arrangements have been established

  • We accept major credit cards, debit cards, and electronic payment methods

  • Corporate accounts with approved credit terms may be invoiced post-service

  • All payments are processed securely through encrypted payment systems

Additional Charges

  • Overtime: Charged in 30-minute increments beyond scheduled service time

  • Waiting Time: Charges apply after complimentary waiting periods (typically 15 minutes for local pickups, 60 minutes for airport pickups)

  • Tolls and Parking: All tolls, parking fees, and similar charges are passed through to the customer

  • Cleaning Fees: Charges for excessive cleaning due to spills, damage, or inappropriate use

  • Route Changes: Additional charges may apply for route modifications during service

5. Cancellation and Refund Policy

Cancellation Terms

  • More than 24 hours: Full refund minus 10% processing fee

  • 12-24 hours: 50% refund of total booking amount

  • Less than 12 hours: 25% refund of total booking amount

  • No-show: No refund provided

Force Majeure Cancellations

In cases of extreme weather, natural disasters, government restrictions, or other circumstances beyond our control, we will work with customers to reschedule services or provide appropriate refunds.

Refund Processing

  • Refunds are processed within 5-10 business days

  • Refunds are issued to the original payment method

  • Processing fees may apply to all refunds

6. Customer Responsibilities and Conduct

General Conduct

Customers and their guests must:

  • Treat chauffeurs and vehicles with respect and courtesy

  • Comply with all applicable laws and regulations

  • Provide accurate pickup and destination information

  • Be ready for pickup at the scheduled time

  • Follow all safety instructions provided by the chauffeur

Prohibited Activities

The following activities are strictly prohibited:

  • Illegal Substances: Use, possession, or transportation of illegal drugs or controlled substances

  • Underage Drinking: Consumption of alcohol by passengers under the legal drinking age

  • Smoking: Smoking of any kind inside the vehicle

  • Dangerous Items: Transportation of hazardous, explosive, or dangerous materials

  • Inappropriate Behavior: Sexual misconduct, harassment, or threatening behavior

  • Property Damage: Intentional damage to vehicle interior or exterior

  • Overcrowding: Exceeding stated passenger capacity

Right to Refuse Service

Our chauffeurs and company reserve the right to:

  • Refuse service to intoxicated or disruptive passengers

  • Terminate service immediately for violations of these Terms

  • Request passengers to exit the vehicle for safety or legal reasons

  • Contact law enforcement when necessary

7. Liability and Insurance

Company Liability

  • OneLimo carries comprehensive commercial insurance coverage, including passenger liability and third-party coverage

  • Our liability is limited to direct damages and does not extend to indirect, consequential, or punitive damages

  • Maximum liability per incident is limited to the amount specified in our insurance coverage

  • We are not liable for delays caused by traffic, weather, road conditions, or circumstances beyond our control

Customer Liability

Customers are fully responsible for:

  • Any damage to the vehicle caused by their party, whether intentional or accidental

  • Loss or theft of personal belongings left in the vehicle

  • Additional cleaning costs resulting from spills, stains, or inappropriate use

  • Any fines, penalties, or legal issues arising from passenger conduct

Personal Property

  • OneLimo is not responsible for lost, stolen, or damaged personal property

  • Customers should not leave valuables unattended in vehicles

  • Any items left in vehicles will be held for 30 days before disposal

  • Reasonable retrieval fees may apply for forgotten items

8. Force Majeure and Service Disruptions

Uncontrollable Circumstances

OneLimo shall not be liable for failure to provide services due to:

  • Extreme weather conditions or natural disasters

  • Government restrictions or regulatory changes

  • Mechanical breakdowns or vehicle failures

  • Traffic accidents or road closures

  • Civil unrest or security concerns

  • Pandemics or health emergencies

Alternative Arrangements

In case of service disruptions, we will make reasonable efforts to:

  • Provide alternative vehicles or transportation options

  • Reschedule services to a mutually convenient time

  • Offer appropriate compensation or refunds when possible

9. Privacy and Data Protection

Data Collection and Use

  • We collect and process personal information in accordance with our Privacy Policy

  • Customer data is used solely for service provision and business operations

  • We implement appropriate security measures to protect personal information

  • Customer consent is obtained for marketing communications

Third-Party Sharing

  • Personal information may be shared with service providers, payment processors, and regulatory authorities as required

  • We do not sell or rent customer information to third parties for marketing purposes

  • Cross-border data transfers comply with applicable data protection laws

10. Intellectual Property

Company Rights

  • All content on our website and mobile applications is protected by intellectual property laws

  • Company logos, trademarks, and branding materials are proprietary to OneLimo

  • Customers may not use our intellectual property without express written permission

Customer Content

  • Any feedback, reviews, or content provided by customers may be used by OneLimo for marketing and operational purposes

  • Customers grant OneLimo a non-exclusive license to use customer-provided content

11. Governing Law and Dispute Resolution

Applicable Law

These Terms are governed by the laws of the United Arab Emirates and the specific emirate where services are provided. For services in other GCC countries, local laws and regulations shall apply.

Dispute Resolution

  • Disputes will be resolved through good-faith negotiation whenever possible

  • Unresolved disputes may be submitted to binding arbitration under the rules of the relevant arbitration center

  • Arbitration proceedings will be conducted in English and Arabic as appropriate

  • Legal proceedings may be initiated in the courts of competent jurisdiction

Limitation of Claims

  • Claims must be filed within one year of the service date

  • Class action lawsuits are not permitted under these Terms

  • Customers may pursue individual claims only

12. Modifications and Updates

Terms Updates

  • OneLimo reserves the right to modify these Terms at any time

  • Updated Terms will be posted on our website with a new effective date

  • Continued use of our services constitutes acceptance of modified Terms

  • Material changes will be communicated to customers via email or other means

Service Changes

  • We reserve the right to modify, suspend, or discontinue services at any time

  • Service area changes, pricing updates, and policy modifications will be communicated in advance when possible

13. Contact Information and Customer Service

General Inquiries

Emergency Contact

  • 24/7 Emergency Line: [Emergency Contact Number]

  • WhatsApp Support: [WhatsApp Number]

Complaints and Feedback

14. Special Provisions

Corporate Accounts

  • Corporate customers may establish credit accounts subject to credit approval

  • Special terms and conditions may apply to corporate agreements

  • Volume discounts and custom pricing available for frequent users

International Travel

  • Cross-border services require advance notice and documentation

  • Customers must possess valid travel documents and visas

  • Additional fees apply for international travel and border procedures

  • We comply with all customs and immigration requirements

Accessibility Services

  • We provide accessible vehicles for customers with special needs

  • Advance notice required for wheelchair-accessible vehicles

  • Service animals are welcome with appropriate documentation

  • No additional charges for accessibility accommodations

15. Severability and Entire Agreement

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and OneLimo regarding our services. They supersede all prior agreements, understandings, and communications.

Language

These Terms are prepared in English. In case of any translation into other languages, the English version shall prevail in case of conflicts or discrepancies.

By using OneLimo services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms, please do not use our services.

These Terms and Conditions were last updated on September 10, 2025. Please review them regularly as they may be updated from time to time.

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