Terms & Conditions

These Terms & Conditions (“Terms”) govern the booking and use of Airport Transfer services provided by Universal Travel Assistance LLC, trading as Universal Airport Assistance (“we”, “us”, “our”) through our website. By booking a service, you (“the customer”, “you”) agree to be bound by these Terms.

1. Booking & Confirmation

A booking is only confirmed once full payment has been received and a confirmation voucher has been issued. Quotations shared prior to payment are not a guarantee of service and may be subject to change based on flight timing, availability, or applicable surcharges.

Payment is made online, by secure payment link or bank transfer.

You are responsible for providing accurate flight details, passenger names, and contact information at the time of booking. We are not liable for service issues arising from incorrect or incomplete information provided by the customer.

2. Pricing & Surcharges

Prices are quoted per booking and may include additional charges depending on the circumstances of the booking, including but not limited to:

• Short-notice bookings
• Bookings made on public holidays
• Applicable toll charges
• Service required during midnight hours

3. Cancellation & Amendment Policy

Cancellations or amendments can be made up to 48 hours before the scheduled flight time.

Cancellations within 48 hours of the scheduled service, or no-shows, will result in full charges being applied.

If a confirmed booking is cancelled more than 48 hours prior to the scheduled service, any costs already incurred on your behalf will be deducted from the refund.

Refund eligibility depends on the airport and the specific service booked. A limited number of airports and services vary from the standard cancellation policy set out above, where such variations apply, cancellations are non-refundable regardless of the notice period given. The policy set out above constitutes our standard cancellation policy for Airport Transfer services. Customers are advised to confirm the exact cancellation policy applicable to their selected airport and service with our Reservations Team prior to booking.

4. No-Show Policy

If the passenger fails to arrive at the agreed meeting point within the applicable waiting time (see Section 5) and cannot be reached, the booking will be treated as a no-show and no refund will be issued.

5. Waiting Time

Our driver will wait at the agreed meeting point for the following period following the passenger's actual arrival or scheduled pick-up time:

• Airport pick-up: 30 minutes
• Hotel and home pick-up: 15 minutes

Additional charges may apply for waiting time beyond the periods stated above

6. Passenger Responsibilities

• Provide accurate flight, contact, and passenger details at the time of booking.
• Be reachable by phone or WhatsApp on the day of service.
• Arrive at the agreed meeting point within the specified waiting time.
• Inform us promptly of any changes to flight timing, terminal, or itinerary.

7. Luggage

Please provide accurate luggage information when booking. Oversized or specialist luggage should be declared in advance.

8. Passenger Conduct

Smoking and vaping are not permitted. Passengers must behave respectfully and follow reasonable safety instructions from the driver. Customers may be responsible for reasonable costs caused by vehicle damage or exceptional cleaning.

9. Booking Changes & Additional Stops

Changes to your booking, additional stops or significant route changes are subject to availability and may incur an additional charge.

10. Force Majeure

We are not liable for delays, failures, or inability to perform a service due to circumstances beyond our reasonable control, including but not limited to flight cancellations, extreme weather, airport security incidents, strikes, or government restrictions.

11. Data Privacy

Personal information collected during booking (including passenger names, contact details, and flight information) is used solely for the purpose of coordinating and delivering the booked service.

12. Limitation of Liability

If we are unable to provide a booked service, our liability is limited to a refund of the amount paid for that booking, in line with the Cancellation & Amendment Policy set out in Section 3.

13. Governing Law

These Terms are governed by the laws of the United Arab Emirates. Any dispute arising from these Terms or a booking is subject to the jurisdiction of the courts of the United Arab Emirates.

14. Contact Us

For questions regarding these Terms or an existing booking, please contact us at:

• Email: booking@mailuaa.com