Terms & conditions

1. Acceptance of these terms

By downloading, installing, or using the Zenyveo app or website (the “Platform”), or by booking any service through it, you agree to these Terms & Conditions and our Privacy Policy. If you are using Zenyveo on behalf of a company, you confirm you are authorised to accept these terms for that company.

You must be at least 18 years old to create an account or make bookings.

2. Our services

Zenyveo is an end-to-end travel concierge operating in Dubai, United Arab Emirates. Through the Platform you can plan and manage services such as:

• Airport meet & greet and chauffeured pickup in the vehicle class you select;
• Transfers between the airport, your hotel, meeting venues, and other destinations;
• On-call or scheduled rides during your stay;
• In-room preparation requests (for example, hot water, room temperature, amenities);
• Meal orders such as dinner and breakfast delivered at times you choose;
• Concierge support for other reasonable requests.

Many services are delivered by licensed third-party partners (such as transport operators, hotels, and restaurants). Zenyveo coordinates these services on your behalf; availability may vary by date, location, and partner capacity.

3. Your account

• Provide accurate details, including your name, phone number, flight, and hotel information.
• Keep your login credentials secure — you are responsible for activity under your account.
• Tell us immediately at [email protected] if you suspect unauthorised access.

You can delete your account at any time from the Delete Account page.

4. Bookings & changes

A booking is confirmed only when you receive a confirmation in the app. Timings are based on the information you give us — for flights we track arrival times, but we cannot be responsible for delays caused by incorrect details. You can modify bookings in the app; changes are subject to partner availability and may affect the price.

Chauffeurs will wait a reasonable grace period at pickup points (shown at the time of booking). Waiting beyond the grace period may incur additional charges or lead to the ride being marked as a no-show.

5. Payments & fees

Prices are shown in UAE Dirhams (AED) unless stated otherwise and include VAT where applicable. You authorise us and our payment processor to charge your selected payment method for confirmed services, applicable waiting time, extras you request, and cancellation fees. We do not store full card details on our servers.

6. Cancellations & refunds

Each service shows its cancellation window before you confirm. Cancellations made inside that window, or no-shows, may be charged in full or in part. Where we or a partner fail to deliver a confirmed service, we will offer a suitable alternative or a refund for that service. Refunds are returned to the original payment method.

7. Third-party partners

Hotels, transport operators, restaurants, and other partners are independent businesses and remain responsible for the services they deliver and for complying with their own licences and policies. We select partners carefully and will help resolve any issue you raise with us.

8. Your responsibilities

• Treat chauffeurs, hotel staff, and partners with respect.
• Follow UAE laws and the rules of vehicles and properties you use.
• Do not misuse the Platform, attempt to access it without authorisation, or interfere with its operation.
• You are responsible for any damage caused by you or your guests during a service.

9. Liability

We provide the Platform and coordinate services with reasonable skill and care. To the extent permitted by UAE law, Zenyveo is not liable for indirect or consequential losses, or for losses caused by events outside our reasonable control (such as flight delays, traffic, weather, or government action). Our total liability for any booking is limited to the amount you paid for that booking. Nothing in these terms limits any liability that cannot be limited under applicable law.

10. Suspension & termination

We may suspend or close accounts involved in fraud, abuse, unpaid charges, or serious breaches of these terms. You may stop using Zenyveo at any time and request deletion of your account.

11. Governing law

These terms are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates. Disputes will be subject to the exclusive jurisdiction of the courts of Dubai, unless applicable law requires otherwise.

12. Changes to these terms

We may update these terms as our services evolve. If changes are significant, we will notify you in the app or by email before they take effect. Continuing to use Zenyveo after that means you accept the updated terms.

13. Contact

Questions about these terms? Email [email protected].