Terms & Conditions


Transfer booking

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1. Choose on the start page the booking rent format suitable for you: a fixed price for the whole journey or an hourly rent.
2. Choose the pickup address and the destination or the number of travel hours and then choose the types of transport.
3. Next, you will be redirected to the expanded order form. If you wish, you can also add the return route in advance on the same page.
4. Specify your contact details, the number of passengers, as well as additional options if you need them.
5. If your driver needs to know something else about you, just specify this information in the special instruction.
6. Ready! Now you can pay. We accept VISA and MasterCard. Both payment systems provide the safety of money transfers according to international standards. Data is entered on a secure page, which is a payment gateway. This guarantees the safety of your data and money transfer.

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This service provides you with full day within Dubai counts as a maximum of 12 Hours (500kms) and outside Dubai counts as a maximum of 10 Hours (600 kms).The half day counts as maximum 5 Hours for both case. You can use it, for instance, while exploring Dubai or UAE on your own, especially if you are a first-time visitor is a challenging, expensive and time-consuming experience. Visit UAE’s most iconic structures and landmarks, learn about the history of the region and taste the authentic local cuisine.

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It already includes gasoline, one child seat or one child booster, road tolls, if any on the route, and, of course, the very route from point A to point B.

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You can find the time en-route on our website and in your voucher confirming your booking.
This duration is approximate and can vary depending on the traffic, time and date of transfer, public holidays etc.
Please, make changes in your order in advance if you receive new information about traffic situation.

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When you сhoose “Meet and Greet” service, you need to specify your flight number with both letter and numeral parts.
For example, SU1870 is a full flight number, and 1870 is incomplete. If you give us an incorrect flight number, our airport representative / driver will not be able to meet you at the airport on time.

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All bookings must be made 24 hours prior to the trip. It will take time for us to prepare a car.

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Specify the exact address of your destination or your hotel name.
A hotel address is usually stated in the hotel voucher — a document confirming your booking and sent to you after reserving a room.

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After you make your booking, you will receive a confirmation email with a voucher containing your booking number and all the details of your journey.
If you have not received the email with the confirmation, please contact our operation/dispatch team by email at [email protected] or in online chat.

 

Payment

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Yes. The payment is received by the bank, certified by VISA/MasterCard.

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All prices displayed on the website are provided per class. The price does not depend on the number of passengers within the car capacity.

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No. Сity Guide transfer price does not depend on the trip date, weekend or holidays as well as time of day. This is what differs this service from other transportation services in UAE.
For example, with Сity Guide, it is possible to order a transfer from the airport to the city for any day at a price indicated on the website now. The only limitation is rules of minimum booking time. Check, how far in advance it is possible to make a booking.

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Please send us an email at [email protected] describing the difficulties encountered. We will try to solve the problem in the next few days.
Besides, we recommend you to follow some simple steps: change the browser or restart your device and return to the payment.


Changes, cancellation, and refund

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Any changes (such as transfer date and time, destination, etc.) must be made no later than 24 hours before the transfer starts.
To change a booking, the Client should call to City Guide operation/dispatch team (phone +971 4 298 9789 or mobile number +971 56 828 88 96) and inform them or send an Email to [email protected] with booking details and all changes.

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All orders must be cancelled no later than 24 hours before the time of the beginning of transfer.
To cancel a booking, the Client should follow the booking link in the order confirmation Email or cancel the order at back office on the website directly.
If it is less than 24 hours left and you are not registered on the website, you should call to City Guide operation team (phone +971 4 298 9789 or mobile number +971 56 828 88 96) and inform them or send an Email to [email protected] with booking details (booking number and the reason for cancellation).

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If your booking was cancelled more than 24 hours before the transfer, the prepayment will be refunded within 5-7 bank days.
If there is no refund in 7 days, check the history of your balance in a back office.
If there is no notification about the refund, please contact us via Email [email protected] .


Transfer conditions

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Regardless of age, every child is considered a passenger, and you should take it into account when entering the number of passengers when booking.
When entering the details of booking, you can select the type of a child seat you need. Only one child seat and booster are complementary.

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In United Arab Emirates child seats are required. Safety of children transportation is regulated by law and there are penalties for not using child seats.
If you don’t book a child seat, the driver has a right to refuse to provide the transfer.

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On our website you can find the information about the number of passengers and pieces of baggage provided for each car class. Each class is mentioned by car models, belonging to this class.

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We guarantee to provide you a car of a chosen class:

● Comfort (e.g Toyota Camry, Mazda 6). It can accommodate 4 passenger and 3 luggages.
● Business (e.g Lexus ES 350, Infiniti Q70, Genesis G80). It can accommodate 3 passenger and 3 luggages.
● Luxury (e.g Mercedes S Class, BMW 8 Series, Audi A8). It can accommodate 3 passenger and 3 luggages.
● SUV (e.g Infiniti QX60) . It can accommodate 4-5 passenger and 4-5 luggages.
● Minivan (e.g Toyota Previa). It can accommodate 4-5 passenger and 4-5 luggages.
● Van (e.g Ford Tourneo). It can accommodate 7 passenger and 7 luggages.
● Minibus (e.g Toyota Hiace, Maxus V80). It can accommodate 8-10 passenger and 8-10 luggages.
● Bus (e.g Scania Higer A80, Yutong Luxury). It can accommodate 45 passenger and 45 luggages.

The makes and models of the cars on the website are provided for general
information and can vary;

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Each car has its own capacity which is displayed on the website.
A standard piece of baggage is considered a bag or a suitcase whose length, width, and height do not exceed 158 cm.
Hand luggage can be placed in the car.
I f you are travelling with bulky baggage (for example, skis or snowboards in case of transfers to the ski center as well as bikes, prams, wheelchairs, big suitcases, golf clubs etc.), contact us through Email to [email protected] or add information in special instructions.

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As soon as you find out that your flight is delayed, inform our airport representative by calling the phone number sent to you before or City Guide operation/dispatch team via Email to [email protected] .
Provide the order number and the new arrival time.

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If your flight arrives earlier, probably your driver with a name sign will not be at the meeting point yet. Please wait for the driver at the exit of the arrivals area.
You can also contact the City Guide aeroport representative by phone or via SMS messages to speed up your meeting at the airport.
If possible, do not leave the airport with local taxi service, in this case we will not be able to refund you the sum, and you will have to pay twice.

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Transportation of animals is regulated by the legislation. Any animal should be transported in a portable carrier and have medical certificates and other documents according to the legislation of the country visited.
In case of a law violation, your driver has a right to refuse to provide this transfer.
The company-carrier can require compensation for any damage of the vehicle during the trip.


Meeting airport representative

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The City Guide airport representative will meet you with the sign showing your first and last names, which you specified during the booking.
If a pick-up place is an airport, the driver will meet you at the exit of arrivals area of the airport after you passed passport control and claimed baggage.

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The moment you pay the transfer, we will send to you the booking vaucher to your Email, where you can find all information as the phone number of airport representative and operation/dispatch team.

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We guarantee that the City Guide airport representative will do his/her best to meet you.
The airport representative will have your number and you will have his/hers. Please, keep your phone switched on.

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All of our drivers speak at least English. But we cannot guarantee that the driver speaks the particular language. The driver will have the main information about the route and it will help you avoid communication with the driver and problems with language barrier.

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If you didn’t find the City Guide airport representative, please check the names on signs once again. Possibly, the airport representative did not notice when you went out. Wait for 15 minutes and try to contact the airport representative/operation team (phone +971 4 298 9789 or mobile number +971 56 828 88 96) – he/she can be still on his/her way.
If the airport representative did not get in touch within 30 minutes past the appointed time, go the information point to book a taxi from the airport to the city, from hotel to the airport or railway station or any other route, our driver was supposed to drive you.
If the airport representative does not meet you, we will refund your money.