Terms & Conditions

About CTRL

CTRL Limousine Services (“CTRL”, “we”, “us” or “our”) provides professional chauffeur and transport services in Dubai, across the UAE and, where available, to selected destinations outside the UAE.

These Terms & Conditions apply to bookings made through the CTRL website, WhatsApp, directly with our team or through another approved CTRL booking channel.

Our chauffeur services

CTRL services may include:

• Airport & Hotel Transfers
• Hourly Chauffeur
• Full-Day Chauffeur
• City-to-City Transfers
• Corporate Travel
• Family Chauffeur
• Event and guest transport
• Professional driver services
• Bespoke chauffeur and transport arrangements

The availability of individual services may depend on the requested location, date, vehicle, journey requirements and operational availability.

Booking a journey

A booking request is not considered confirmed until CTRL has accepted the request and communicated confirmation to you.

When requesting a journey, you should provide accurate and complete information, including where applicable:

• Pickup location
• Destination
• Date and pickup time
• Required booking duration
• Number of passengers
• Luggage requirements
• Vehicle class preference
• Planned stops or itinerary
• Any other relevant passenger or journey requirements

CTRL is not responsible for issues caused by inaccurate, incomplete or outdated booking information supplied by the customer.

Prices and quotations

Prices may depend on the service type, vehicle class, journey distance, duration, route and other booking requirements.

Quotes provided by CTRL are based on the information available at the time the quotation is issued. Changes to the requested journey may result in an updated price.

Corporate, recurring, bespoke and long-term transport requirements may be quoted separately.

Payments

CTRL may accept payment by credit card, bank transfer or cash, depending on the booking arrangement.

Payment timing and any additional payment requirements will be confirmed when the booking is arranged.

Where payment is required in advance, the booking may remain unconfirmed until the required payment has been received.

Changes to a booking

If you need to change your pickup time, location, destination, duration, vehicle requirements or other booking details, please contact CTRL as early as possible.

Booking changes requested more than 2 hours before the confirmed pickup time do not carry a change fee, subject to chauffeur and vehicle availability. Any difference in the price of the revised journey will still apply.

Significant changes requested between 1 and 2 hours before pickup are subject to availability. Where the change requires CTRL to release or replace the original chauffeur, vehicle or journey arrangement, a charge of up to 50% of the original booking value may apply.

Significant changes requested less than 1 hour before pickup may be treated as a cancellation of the original booking and a new booking request. In these circumstances, the original booking may be charged in full and the revised journey will be subject to availability and any applicable new booking price.

Minor adjustments that do not materially change the confirmed journey will be accommodated where reasonably possible without additional charge.

Cancellations and refunds

Cancellations made more than 2 hours before the confirmed pickup time are free of charge.

Cancellations made between 1 and 2 hours before the confirmed pickup time are charged at 50% of the booking value.

Cancellations made less than 1 hour before the confirmed pickup time are charged at 100% of the booking value.

No-shows are charged at 100% of the booking value.

Where an eligible refund is due, the refund will normally be returned through the original payment method where possible.

Waiting time

Standard chauffeur transfers include 15 minutes of complimentary waiting time from the confirmed pickup time.

Airport pickups include 60 minutes of complimentary waiting time from the confirmed pickup time.

Once the applicable complimentary waiting period has passed, additional waiting time is charged in 30-minute increments based on the booked vehicle class.

If the passenger cannot be contacted or does not arrive within the applicable waiting period, the booking may be treated as a no-show and charged in full.

For Hourly Chauffeur and Full-Day Chauffeur bookings, the reserved booking time begins at the confirmed pickup time. Any waiting during the booking forms part of the booked duration.

Delays and journey times

Customers should be ready at the agreed pickup location at the confirmed pickup time.

CTRL will make reasonable efforts to provide punctual service. However, journey times may be affected by traffic, road closures, weather, security restrictions, accidents, events or other circumstances outside CTRL's reasonable control.

Customers should allow sufficient time when travelling to airports, meetings, appointments, events or other time-sensitive destinations.

Airport journeys

Customers are responsible for providing accurate airport, terminal, arrival, departure and pickup information when requesting an airport transfer.

Airport access, waiting, parking and pickup arrangements may depend on airport regulations and operational requirements.

Airport pickups include 60 minutes of complimentary waiting time. Additional waiting beyond this period is charged in 30-minute increments based on the booked vehicle class.

Hourly and full-day chauffeur bookings

For Hourly Chauffeur and Full-Day Chauffeur services, the chauffeur and vehicle remain available for the confirmed booking period, subject to the agreed itinerary and service requirements.

The booking period begins at the confirmed pickup time, including where the customer is not yet ready to depart.

If the booking extends beyond the confirmed duration, additional charges may apply and continued service will be subject to chauffeur and vehicle availability.

City-to-City and cross-border journeys

CTRL offers chauffeur-driven City-to-City journeys within the UAE and may arrange selected cross-border journeys, including destinations in Oman.

Cross-border travel may be subject to immigration, visa, insurance, vehicle, border and other legal requirements.

Passengers are responsible for ensuring that they have valid passports, visas and any other travel documentation required for their journey.

Cross-border journey availability should be confirmed with CTRL before travel.

Vehicle classes and availability

CTRL currently offers vehicle classes including First Class, Business Class and Business Van / SUV.

Vehicles shown on our website are examples of vehicles that may be available within each class.

While you may request a particular vehicle, specific models cannot always be guaranteed. CTRL may provide a comparable vehicle within the requested class where necessary.

Passenger and luggage capacity

Customers should provide accurate passenger and luggage information before confirming their booking.

First Class and Business Class vehicles are generally suitable for up to 3 passengers. Business Van / SUV vehicles may accommodate approximately 5 to 7 passengers depending on the specific vehicle and luggage requirements.

CTRL may recommend a different vehicle class where the requested vehicle is not suitable for the passenger or luggage requirements provided.

Passenger conduct

Passengers are expected to behave respectfully toward CTRL chauffeurs, staff, other passengers and vehicles.

CTRL may refuse or discontinue service where passenger behavior creates a safety risk, involves unlawful conduct, causes significant disruption or may damage the vehicle.

Customers may be responsible for reasonable costs resulting from damage or excessive cleaning caused during their journey.

Children and family journeys

Family Chauffeur services may be used for school runs, activities, appointments, airport travel, family outings and other family journeys.

Customers should advise CTRL in advance of any specific family or child-related requirements relevant to the journey.

Any legally required child restraint or passenger safety requirements remain subject to applicable UAE law and the arrangements confirmed for the individual booking.

Corporate bookings

Corporate journeys may be booked for executives, employees, clients, guests, meetings, conferences and events.

Where a company enters into a separate corporate agreement with CTRL, the terms of that agreement may apply in addition to or instead of relevant provisions of these general Terms & Conditions.

Chauffeur and driver services

CTRL chauffeurs are expected to maintain professional standards of driving, presentation and customer service.

Where CTRL arranges a professional driver for a customer's own vehicle, additional requirements may apply depending on the vehicle, insurance and requested service.

Personal belongings

Passengers are responsible for their personal belongings before, during and after the journey.

If you believe an item has been left in a CTRL vehicle, please contact us as soon as possible and we will make reasonable efforts to locate it.

CTRL cannot guarantee the recovery of lost or forgotten property.

Circumstances outside our control

CTRL will make reasonable efforts to provide confirmed services as scheduled.

We are not responsible for delays, changes or failure to perform caused by circumstances outside our reasonable control, including severe traffic, road closures, accidents, weather, government restrictions, security incidents, border closures, natural events or other extraordinary circumstances.

Liability

CTRL aims to provide professional and reliable chauffeur services and will exercise reasonable care in providing confirmed bookings.

To the extent permitted by applicable law, CTRL will not be responsible for indirect, incidental or consequential losses arising from delays, missed appointments, missed flights or circumstances outside our reasonable control.

Nothing in these Terms & Conditions excludes any liability that cannot legally be excluded.

Website information

We aim to keep information on the CTRL website accurate and current.

Vehicle availability, service information, images, descriptions and other website content may change without notice.

Vehicle images are illustrative and the exact model supplied may vary depending on availability.

Privacy

Personal information provided to CTRL is handled in accordance with our Privacy Policy.

Updates to these terms

CTRL may update these Terms & Conditions from time to time to reflect changes to our services, operations or legal requirements.

The current version will be published on this page together with the date it was last updated.

Contact CTRL

If you have a question about these Terms & Conditions or about a booking, please contact the CTRL team.