PLEASE READ THESE TERMS CAREFULLY BEFORE ACCESSING OR USING HAYYA
1. GENERAL PROVISIONS
1.1. These Terms of Use (Terms) constitute an offer of HAYYA TAXI L.L.C, a limited liability company duly registered under the laws of the United Arab Emirates at office No.1 GF, Hashim Alawi Alsafi Properties, Al Murar, Deira, Dubai, United Arab Emirates (Company) to a user (User) for the provision by the Company of a ride-hailing service (Service) to the User in the Emirate of Dubai, United Arab Emirates through the Hayya mobile application available for download in App Store and Google Play or any other ride-hailing application of the Company's partner available for download in App Store and Google Play, as applicable (Application).
1.2. The provision of the Service is governed by these Terms. The Service shall include any functions of the Application which may be available for the Users from time to time. The Company processes Users personal data for the purpose of the of the Services as set forth in the privacy notice available at https://hayya.ae/privacy_notice (Privacy Notice).
1.3. By starting the use of the Service and the Application, the User is deemed to have accepted these Terms and provisions in full and without any reservations and exceptions. If the User disagrees with any provisions of the Terms or any other agreement governing the provision of the Service to which the User is a party, the User shall not use the Service.
1.4. The Company is a ride-hailing service provider whose Service enables the provision to the User of transportation services in the city taxi segment in the Emirate of Dubai, United Arab Emirates (Transportation Services) by third-party transportation services providers (Partners).
EACH USER ACKNOWLEDGES IN CONNECTION WITH THE SERVICE THAT: (I) THE COMPANY DOES NOT AND SHALL NOT PROVIDE THE USER WITH ANY TRANSPORTATION SERVICES, (II) THE USER WILL BE PROVIDED WITH SUCH TRANSPORTATION SERVICES BY THE PARTNERS AND THEIR DRIVERS WHICH SHALL NOT BE AN EMPLOYEE OF THE COMPANY OR ANY OF ITS AFFILIATES, AND (III) THE COMPANY IS NOT A PARTY TO ANY AGREEMENT FOR THE PROVISION OF THE TRANSPORTATION SERVICES WHICH MAY BE ENTERED INTO BETWEEN THE USER AND ANY OF THE PARTNERS.
1.5. The Service (or any part of it) may be inaccessible or limited for some time, from time to time, during which time the Terms shall still apply. The User shall not apply any technical or software-based methods to circumvent such inaccessibility or limitations. The User may get information on the inaccessibility or limitations upon request to the Company.
1.6. The Company may record correspondence and calls with the Company’s support team and/or Partners and their drivers for quality control purpose.
1.7. By using the Service, the User consents to receive promotional e-mails and mobile text messages, and the User may always unsubscribe from them using the relevant features in the Application.
2. SERVICE
2.1. The Service is provided to the User for a personal non-commercial use only. The Terms shall apply only to cases where the User pays for the ride on its behalf.
2.2. The User shall contact each relevant Partner directly to inquire about the terms and conditions applicable to the Transportation Services and/or any related information (e.g., Wi-Fi availability, in-cabin photo, video surveillance).
2.3. The Company shall not be responsible for the verification of information (including, but not limited to, in respect of the price of the Transportation Services, vehicles availability and their features) provided by a Partners to the User, and shall not be liable for any loss or damage arising out of or in connection with such information consumed, or relied upon, by the User. The User shall independently (without the participation of the Company) verify information on, and terms and conditions of, the Transportation Services.
2.4. The User may rate the Transportation Services and leave feedback on them in the Application. Such ratings and feedback may be available to public, and the Company may delete them at any time without any notice and at its own discretion.
2.5. The Company may at any time and at its own discretion terminate the Services (or part of them) to comply with applicable laws and regulations, legitimate claims and rights of third parties or following the User’s violation of the Terms.
2.6. The Transport Services shall be provided by the Partners according to the tariffs available at https://hayya.ae/tarrif.
2.7. If the Service supports pre-ordering Partners’ rides, the Partners’ drivers will confirm the order no earlier than 30 minutes before the scheduled pick-up time. The price of such pre-ordered ride will be calculated at the time of the order is confirmed by the Partners’ drivers.
2.8. If applicable, for cancellation of a trip by the User, the Partner will charge a fee equal to the cost of the trip between the moment the Partner’s vehicle has arrived at the pick-up point and the cancellation has made by the User. No-boarding the vehicle within ten (10) minutes (including free waiting time, if applicable) after its arrival shall be deemed as cancellation.
2.9. The User acknowledges and agrees that customer support and related assistance in connection with the Application may be provided not only by the Company but also by third-party service providers engaged by the Company. By using the Application, the User expressly consents to the provision of such support services by third parties, who shall act on behalf of the Company in delivering such services.
2.10. The Company may delegate, in whole or in part, the performance of its duties and obligations hereunder without User’s consent. Such delegation shall not relieve the Company of its responsibilities hereunder.
3. PAYMENTS
3.1. The User may pay for the Transportation Services by choosing one of the two following options in the Application, as a case may be:
3.1.1. by cash directly to the Partners’ driver, in which case the Terms shall not apply to such payment; and
3.1.2. by bank card through the Application, provided such option is technically available at the time of the payment, in which case the Company (acting through its contractors and agents) shall act on behalf of the Partner as a limited payment collection agent to receive payments from Users for the Transportation Services.
3.2. The User acknowledges that the cashless payments (including refunds) are subject to rules and regulations of the banks, payment systems, Company’s contractors and agents involved. The Company makes no warranty or representation as to the quality of the cashless payments process.
3.3. To enable the cashless payments in the Application, the User shall link its bank card in the Application to the Service. To verify the bank card, the User may be requested to specify the following: bank card number, name on the card, valid-trough date and verification code. All bank cards of the User which has been successfully verified shall be linked to the Service (each, a Linked Card). All Linked Cards are displayed in the Application by reference to the last 4 digits of the Linked Cards’ numbers.
3.4. As part of the Linked Card verification process, the User may be charged 1 AED one time during the verification, which amount shall be immediately refunded upon the verification. The bank card will not be linked to the Service if the Company fails to cause to deduction of the said amount due to insufficiency of funds on the User’s bank card account.
3.5. In its sole discretion, the User may leave tips to the Partners’ driver using cashless payments interface in the Application. The User may pre-set a tip amount which will then apply to any further trips, unless the User chooses a different amount (or no tip) manually in the Application. Tips are not a part of the tariff and/or the price of the Transportation Services.
3.6. No tips shall be deducted from a Linked Card for the relevant trip, in case the User assigns a one-, two- or three-star rating to the trip and clicks “Done” in the Application within 30 minutes following the completion of such trip. In all other cases, the Linked Card will be debited for the pre-set tips amount, which may be changed by the User (i) any time before clicking the “Done” button within 30 minutes after the trip has been completed or (ii) within 24 (twenty-four) hours following the the trip completion, in case the User has not clicked the “Done” button within 30 minutes after the trip’s completion.
3.7. The User may challenge any amount of any cashless payment through the support function in the Application within 14 (fourteen) days following the payment, if the Company has been provided with such documents and information relating to the payment, in the form and substance satisfactory to the Company. Refund shall be to the same bank card used for cashless payment. The Company may refuse to arrange for the refund.
4. PERSONAL DATA
4.1. We process the User’s personal data for the purpose of provision of the Service. We need to process the User’s personal data to let our Users order the Service, provide customer support, control the quality and improving our Service. To learn more, please see the Privacy Notice.
5. GOVERNING LAW AND DISPUTE RESOLUTION
5.1. These Terms and any non-contractual obligations arising out of or in connection with the Terms shall be governed by and construed in accordance with the laws of England and Wales without regard to the conflict of law provisions.
5.2. Any dispute, difference, controversy or claim arising out of or in connection with these Terms, including (but not limited to) any question regarding its existence, validity, interpretation, performance, discharge and applicable remedies, shall be referred to and finally resolved by arbitration under the Arbitration Rules of the Dubai International Arbitration Centre, which Rules are deemed to be incorporated by reference into this clause. The number of arbitrators shall be one. The seat of arbitration shall be Dubai, United Arab Emirates. The language to be used in the arbitration shall be English.
6. AMENDMENT, RESTATEMENT AND TERMINATION
6.1. Each of the Terms and the Privacy Notice may be amended or restated by the Company at any time, provided the User has been notified by the Company through the Application at least five (5) business days before the amendment or restatement should take place (Notification Period). Subject to the provision of this clause 6.1, each of the Terms and the Privacy Notice shall become effective upon publication at https://hayya.ae/terms_of_use and https://hayya.ae/privacy_notice, respectively. If the User continues to use the Service any time after the Notification Period, the User shall be deemed as bound by the relevant amended or restated version of the Terms and/or the Privacy Notice.
6.2. The Company may terminate the Service, these Terms and/or the Privacy Notice at its convenience any time, provided the User has been notified by the Company through the Application at least five (5) business days before the proposed termination date.
7. DETAILS OF THE COMPANY
HAYYA TAXI L.L.C
address: 122-0, Warba Centre, Al Murqabat, Dubai, United Arab Emirates.
license: Passengers Transport by Vehicles via E-services (license No. 1239182).
e-mail: ask@hayya.ae
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Effective date: 05.06.2025