Skip to content
    Platinumride

    Terms of Service

    Last updated: 19 October 2026

    1. Who we are

    Platinumride ("Platinumride", "we", "us") is a private ground transfer and chauffeur service operating across the UAE, Saudi Arabia, Oman, Qatar, Bahrain and Kuwait. Platinumride is a brand of Crystal Ventures AG, Landsgemeindeplatz 6, 9043 Trogen, Switzerland.

    Contact: WhatsApp +971 55 413 2881 - info@platinumride.com

    These terms apply to every booking made with Platinumride, whether through our website, WhatsApp, email or phone. By requesting a quote or making a booking, you agree to these terms.

    2. Our services

    We provide:

    • Private city-to-city and cross-border transfers within the GCC
    • Airport transfers
    • Chauffeur hire by the hour, day or multiple days in Dubai and the UAE

    Journeys are carried out by our own vehicles and drivers or by licensed partner operators we select and coordinate. Whoever drives, Platinumride remains your single point of contact for the booking.

    3. Quotes and bookings

    3.1
    Prices are quoted per vehicle, not per person, for the route, date, vehicle category and pickup and drop-off points you give us.
    3.2
    A booking is confirmed only once we have received your payment or deposit and sent you a confirmation. Until then, the vehicle is not reserved for you and the quote may change.
    3.3
    Please give us accurate details: passenger names, number of passengers, luggage, children and their ages, flight numbers, and exact pickup and drop-off addresses. We are not responsible for problems caused by incorrect or incomplete information.
    3.4
    We may ask for a copy of the lead passenger's passport or ID to confirm a booking, in particular when a reduced deposit is agreed.
    3.5
    Vehicles are confirmed by category (for example Executive Sedan, Premium SUV, Passenger Van or Luxury). The model shown on our website is an example. We will do our best to meet a request for a specific model, but we can only guarantee it where we confirm it in writing.

    4. Prices and payment

    4.1
    Unless we tell you otherwise, the quoted price includes the vehicle, a professional driver, fuel, road tolls and border assistance where applicable.
    4.2
    The price does not include visa fees, entry or exit fees, insurance you choose to buy, or local shuttle transfers between border checkpoints. These depend on your nationality and circumstances and are paid by you directly at the border.
    4.3
    Prices are quoted in the currency stated in your quote (for example AED, SAR, QAR, BHD, OMR or KWD). Any currency conversion or card fees charged by your bank are your responsibility.
    4.4
    A deposit is required to confirm your booking. The remaining balance is due before or at pickup, as agreed with you, by payment link, card or cash. We may refuse to start a journey until the agreed amount has been paid.
    4.5
    Online card payments are processed securely by our payment provider. We do not store your card details.
    4.6
    Extra charges agreed during the journey (for example extra hours, extra stops or waiting time beyond the free allowance) are payable at the end of the journey.

    5. Changes

    5.1
    To change the time, date, route or pickup point, message us on WhatsApp as early as possible. We will try to accommodate changes but cannot guarantee them.
    5.2
    If a change affects the distance, duration, vehicle or partner needed, we will tell you the new price before confirming it.
    5.3
    Changes requested within 24 hours of pickup are subject to availability. If we cannot make the change, the original booking and the cancellation terms below apply.

    6. Cancellations and refunds

    6.1
    Cancellations must be made in writing, by WhatsApp or email.
    6.2
    Cancellations made more than 24 hours before the scheduled pickup time are fully refundable.
    6.3
    Cancellations made within 24 hours of the scheduled pickup time are non-refundable. At that point the vehicles, drivers and any cross-border arrangements have been committed to your journey. Any amount already paid is retained.
    6.4
    At our discretion, we may offer to move a late cancellation to a new date instead.
    6.5
    Refunds are made to the original payment method. Card refunds usually appear within 5 to 10 business days, depending on your bank.
    6.6
    If we have to cancel a confirmed booking for reasons within our control, you will receive a full refund.

    7. Waiting time and no-shows

    7.1
    Airport pickups: we track your flight and adjust the pickup to the actual landing time at no extra charge. Free waiting time is 60 minutes from the actual landing time.
    7.2
    All other pickups: free waiting time is 15 minutes from the agreed pickup time.
    7.3
    Beyond the free waiting time, waiting is charged at AED 150 per hour or part of an hour, or the equivalent in your booking currency.
    7.4
    If you do not arrive and we cannot reach you within 60 minutes of the agreed pickup time (or 90 minutes after the actual landing time for airport pickups), the booking is treated as a no-show. No-shows are not refundable, and the full price of the journey remains due.
    7.5
    For two-vehicle cross-border journeys, a no-show on the first leg cancels the whole journey.

    8. Cross-border journeys

    8.1
    Valid travel documents are your responsibility. Every passenger must carry a valid passport (we recommend at least 6 months' validity), any visa or entry permit required for each country on the route, and, where relevant, a GCC residence ID.
    8.2
    Entry to a country is decided by the border authorities, not by us. If any passenger is refused exit or entry, the journey cannot continue and no refund is due for the journey or any unused part of it.
    8.3
    On many routes, a driver handover takes place at the border. Your first driver takes you to the outbound checkpoint. Where a route requires a change of vehicle at a border, the Client crosses between the two border posts by the shuttle service or local taxi available at that crossing, or meets the next driver at a handover point agreed in advance. Any taxi fare between the posts is paid locally by the Client and is not included in the price. On some routes the same vehicle continues through the crossing. We will tell you which applies when you book.
    8.4
    Border processing times are outside our control. Journey times we give are estimates. We are not responsible for delays caused by border queues, inspections, holidays or system outages.
    8.5
    You are responsible for your luggage and for complying with the customs rules of every country you enter. Do not carry prohibited or restricted items. Alcohol, for example, is prohibited in Saudi Arabia and Kuwait. We and our drivers may refuse to carry any item we reasonably believe breaks local law, and are not responsible for items confiscated or penalties imposed at a border.

    9. Journey times, flights and connections

    9.1
    Journey times are estimates based on normal road and border conditions.
    9.2
    If you are travelling to catch a flight or meet another commitment, please allow a generous buffer. We are not liable for missed flights, connections, hotel nights, meetings or other consequential costs caused by traffic, border delays, weather or other events outside our control.
    9.3
    Drivers follow the route they judge safest and most efficient, while respecting reasonable requests from passengers. Speed limits and driving-hour rules are never exceeded to save time.

    10. Passengers, children and luggage

    10.1
    The number of passengers may not exceed the number of seats with seatbelts. Seatbelts must be worn at all times.
    10.2
    Child seats are available on request at no extra charge. Please tell us the number and ages of children when booking. Where the law requires a child seat and none was requested, the driver may refuse to carry the child.
    10.3
    Luggage capacity depends on the vehicle category. Please tell us about large, oversized or extra luggage in advance. If luggage does not fit safely, we may need to arrange an additional vehicle at extra cost.
    10.4
    Pets are only carried by prior agreement and in a suitable carrier.

    11. Conduct in the vehicle

    11.1
    Smoking and vaping are not allowed in any vehicle.
    11.2
    Alcohol and illegal substances may not be consumed in the vehicle.
    11.3
    Drivers may refuse to carry, or end the journey of, any passenger who is intoxicated, abusive, threatening, or whose behaviour puts the driver, other passengers or the vehicle at risk. In that case no refund is due.
    11.4
    You are responsible for damage to the vehicle caused by you or your party. Cleaning required beyond normal use (for example after smoking or soiling) is charged at a minimum of AED 500, plus the cost of any repairs and lost operating time.

    12. Dubai chauffeur hire

    12.1
    Hourly bookings have a minimum of 3 hours. Half-day and full-day bookings cover the hours stated in your quote.
    12.2
    Additional hours are charged at the rate in your quote, subject to the chauffeur's availability.
    12.3
    The booked time starts at the agreed pickup time, whether or not you are ready. Unused time is not refunded.
    12.4
    Chauffeur hire covers Dubai and the UAE as agreed in your quote. Travel outside the UAE is a separate cross-border booking.

    13. Lost property

    We will do our best to return items left in a vehicle, but we are not responsible for them. Delivery or courier costs for returning items are payable by you.

    14. Liability

    14.1
    Our vehicles and those of our partner operators are licensed and insured in line with local regulations.
    14.2
    We are not liable for delays or failures caused by events outside our reasonable control (see section 15), or for indirect or consequential losses such as missed flights, lost business, accommodation or other travel costs.
    14.3
    To the extent permitted by law, our total liability for any booking is limited to the price paid for that booking.
    14.4
    Nothing in these terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be limited by law.

    15. Events outside our control

    We are not responsible for failure or delay caused by events beyond our reasonable control. These include border closures or changes to entry rules, government or security measures, regional airspace or security disruptions, severe weather such as sandstorms or flooding, road closures, accidents involving third parties, strikes, and epidemics. If such an event prevents a journey, we will offer to reschedule or refund the amount paid, minus costs we have already incurred and can show.

    16. Complaints

    If anything goes wrong, please tell us as soon as possible, ideally during the journey so we can fix it on the spot. Written complaints should be sent to info@platinumride.com within 14 days of the journey. We will reply within 5 business days.

    17. Personal data

    We use your personal data (such as name, phone number, travel details and, where requested, ID copies) only to arrange and carry out your journey, take payment and communicate with you. We share it with the drivers and partner operators carrying out your journey and with our payment provider, and with authorities where required by law. We do not sell your data.

    Read our Privacy Policy.

    18. Changes to these terms

    We may update these terms from time to time. The version published on our website at the time of your booking applies to that booking.

    19. Governing law

    These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Disputes are subject to the jurisdiction of the courts of Dubai.