1. Acceptance of these Terms

These Terms & Conditions (“Terms”) govern your access to and use of the Rexer mobile application, technology, websites, and related intermediary services (collectively, the “Platform”), operated by Rexer Group L.L.C-FZ (“Rexer,” “we,” “us,” or “our”), a company registered in Meydan Free Zone, Dubai, United Arab Emirates.

By creating an account, accessing the Platform, or by booking a trip, you (“you,” “Rider,” or “Customer”) expressly agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Platform.

These Terms incorporate by reference the Rexer Privacy Policy, the Rexer Wallet Terms, and Community Guidelines.

2. Eligibility

To register for and use the Platform, you represent and warrant that you:

Are at least 18 years of age or the age of legal majority under the laws of the United Arab Emirates;
Possess the legal capacity and authority to enter into a legally binding contract;
Hold a valid mobile phone number capable of receiving SMS authentication passcodes;
Select a supported payment method for each booking. Cash is available where offered; a saved card is not required to register.

Transport of Unaccompanied Minors: The Platform is intended for use by adults. Account holders may request transportation for minors strictly in compliance with applicable Dubai Roads and Transport Authority (RTA) regulations and UAE Federal Traffic Laws. The Account Holder assumes full parental and legal responsibility for any minor transported under their account.

3. Nature of the Service

Rexer provides an electronic communications and booking intermediary platform. Rexer is a technology intermediary and does not provide passenger transportation services, does not own, lease, or operate transport vehicles, and does not employ drivers.

When you book a trip via the Platform, you acknowledge and agree that:

The passenger transport contract is formed directly between you and the independent, third-party RTA-licensed limousine company (“Operator”) and its licensed driver.
Rexer acts solely as a commercial agent and intermediary enabling the booking, routing calculation, and payment collection on behalf of the Operator.
Limousine Operators and their drivers are independent third-party contractors and are not employees, agents, or representatives of Rexer.

Rexer is a technology intermediary. We operate a digital platform that connects you with RTA-licensed limousine operators and their drivers (collectively, “Operators”). Rexer is not a transport operator, does not own or operate vehicles, and does not employ drivers.

4. Account Registration

For a guest booking, enter the travelling passenger's name, mobile number, pickup and destination. If you pay, select a supported payment method through your account. If the guest pays, select cash. The booking account holder can view the journey information in the app and share the assigned driver and vehicle details, pickup information and starter OTP with the guest by SMS or WhatsApp. The driver contacts the guest using the number recorded for that booking.

Scheduled journeys: Where a driver has been assigned, Rexer sends the driver and vehicle details, starter OTP and a confirmation request 15 minutes before the scheduled pickup. Confirm or cancel the booking in the app. The applicable cancellation and waiting rules are set out in Section 9.

Register using a mobile number, email, Apple Account or Google Account. Complete the applicable verification or provider authorisation, review and complete the required profile information, accept these Terms, choose permissions and preferences, and complete or skip the tutorial before continuing to the home page.

You are solely responsible for maintaining the confidentiality of your account credentials and for all activities, bookings, and financial charges incurred under your account. You agree to notify Rexer immediately of any unauthorized access or suspected security compromise.

Starter OTP: Rexer sends the four-digit starter OTP only to the rider. The assigned driver enters the passenger-supplied code to verify the same Trip ID. After three unsuccessful OTP attempts, the driver can enter the last four digits of the travelling passenger's recorded mobile number, including the guest's number for a guest booking. Successful validation permits the journey start and records Mobile-number fallback verified, the failed attempts, driver and time. An unrestricted override is not available, and successful fallback alone does not automatically create a support case.

Customer Care: Riders and drivers access support within their apps. Request Support from a selected trip or transaction attaches its known details automatically; the Home Support chat route identifies the signed-in account and allows selection of the relevant record where necessary. Sending an issue creates one linked ticket. Notifications provide the ticket reference and access to the conversation, authorised documents, agent replies and status. Required follow-up is answered in that same chat. Ordinary support records are retained for 12 months after closure, subject to the Privacy Policy and lawful record-specific holds.

4.1 Ratings and Fair Feedback

Riders and drivers may rate each other from 1 to 5 stars after a completed journey, or skip. Reasons are required for 1–3 stars. Riders may rate within seven days; either party may change a submitted rating within 24 hours. Each Split Fare co-rider may rate the driver; the driver rates the main rider. For guest bookings, the booking rider obtains passenger feedback before rating and remains responsible for guest conduct.

Comments are optional. Feedback must concern service or conduct within the rated person's control. Product-only issues, invalid feedback and verified manipulation are excluded under the methodology. Quality decisions are based on evidence and do not penalise protected characteristics, disability, assistance needs, payment method or the absence of a tip.

Rexer uses an adjusted score combining the person's valid recent ratings with a separately calculated driver or rider platform average. At launch the platform baseline is 4.80 with a weight of ten ratings. Display minimums, windows, thresholds and actions follow the phased service-quality methodology in Platform Section Part D, Section 5. Skipped, invalid and product-only feedback does not reduce a person's score. No suspension or removal is decided by a score alone; authorised human review, notification and an appeal route apply. Immediate safety protection is reviewed within 24 hours.

Drivers see the rider's score to one decimal place or New on the request. Scores do not change the fare. A 1- or 2-star rating prevents rematching of that rider and driver. Ratings are released with a privacy delay; access, conduct and quality actions follow Platform Section Part D, Section 5, with reasons, human review and appeal rights.

5. Vehicle Classes

The Platform supports Go, Eco, Business, Premium, X-L, Van and Lady Driver, plus Family — Child Seat and Wheelchair Accessible — People of Determination. Family follows the selected vehicle category's normal fare without a child-seat surcharge. Wheelchair Accessible uses Go-equivalent pricing without an accessibility surcharge. All trips use eligible RTA-licensed limousine Operators and approved vehicles.

The Lady Driver vehicle class is operated in accordance with Dubai RTA regulatory standards to provide specialized female-chauffeur transport options.

6. Fares, Booking Fees and Pricing

Fare calculation. The final journey fare uses the selected service's base, actual distance and per-kilometre rate, and class multiplier, plus actual tolls. Journey duration is currently charged at AED 0 per minute. The class minimum applies. Paid pickup waiting, optional tips and payment-processing fees are separate disclosed items.

Fare estimate: The pre-booking estimate uses the planned route and expected tolls. The final fare uses actual distance and tolls incurred, applicable service rates and paid pickup waiting. Journey-time rate is AED 0. One rider-approved destination change or early completion updates the journey calculation. A longer actual route or extra toll gate can change the final fare. No surge pricing or additional stops apply at launch.

Fare Calculation Basis: Journey fare equals the greater of the class minimum and (base + actual distance × per-km rate + journey duration × AED 0) × class multiplier + actual tolls. Journey fare is payable to the fils. Calculated fractions of a fil are rounded once to two decimal places; no quarter-dirham or whole-dirham rounding applies. Paid pickup waiting, tips and card-processing fees are itemised separately.

No Surge Pricing: Rexer does not apply surge or demand-based pricing. If no driver accepts within the search time, no fare or cancellation fee is charged and the rider may try again at the same fare.

Minimum Fare: Each vehicle class has a minimum fare: AED 15 for Go, Eco and Lady; AED 16.50 for Business; AED 18 for Van; AED 18.75 for X-L; AED 19.50 for Premium. A trip of less than 1 km, or any trip whose calculated fare is lower than the minimum, is charged the class minimum fare.

Booking Fee and RTA Levy: The total fare includes the Rexer booking fee (AED 3 for trips up to 15 km, including minimum-fare trips; AED 5 for over 15 km up to 25 km; AED 7 over 25 km) and the AED 5 RTA levy for each completed trip. They are not added on top of the fare; they are deducted from the limousine Operator's share. Rexer charges no commission.

Operator Settlement: Company fare earnings equal journey charges including tolls and paid waiting, less the applicable Rexer booking fee and AED 5 RTA levy once per qualifying Trip ID. Tips are recorded separately and paid in full through the Operator to the driver without a Rexer deduction. The settlement transfer also accounts for cash already retained, prior balances and authorised adjustments. Rexer settles only with the Operator, which manages driver remuneration.

Taxes and Tolls: Quoted fares include applicable UAE VAT. Expected tolls on the planned route, including Dubai Salik and Abu Dhabi Darb tolls on intercity journeys, are included in the estimate at cost. The final fare reflects actual tolls, shown separately on the receipt and passed to the Operator as reimbursement. No toll is charged twice. Card payments carry a processing fee of 2.9% + AED 1, shown with the total before confirmation. No processing fee applies to cash or Rexer Wallet ride payments.

Early completion of a journey: You may request to end an active journey before reaching the planned drop-off destination. The driver will stop at the safe and permitted location and mark the journey completed. The final fare will be calculated up to the actual drop-off location. If the calculated fare is below the class minimum fare, the minimum fare applies.

Before you confirm early completion, the Platform will notify you that the minimum fare applies. After completion, you will receive an in-app notification confirming the early completion, actual drop-off location, final fare and payment status, including confirmation where the minimum fare has been applied.

Any amount already collected in excess of the final fare will be refunded to the original payment method, subject to the applicable payment-processing timelines. The request, completion, fare and payment adjustments will be recorded under the same journey ID and made available in your journey and transaction history. Rexer administration and the relevant Operator's administration will be notified.

Early completion is treated as completion of the journey, rather than cancellation, and remains available regardless of whether you have already used the permitted destination change.

7. Rexer Wallet (Prepaid Wallet) & Payment Terms

Rexer Wallet (also called Rexer Pass) is an optional in-app closed-loop prepaid balance feature.

Purchased Wallet Balances: Paid wallet funds are recorded separately from bonuses. An eligible refund excludes promotional credits and deducts the disclosed banking and payment gateway processing fee. If eligible unused paid funds do not exceed that fee, no refund is issued.

Promotional & Bonus Credits: Promotional credits, referral rewards, or bonus vouchers issued by Rexer possess no cash surrender value, cannot be redeemed for fiat currency or refunded, and are immediately forfeited upon account deletion or expiration.

Account Holder Liability: The registered Account Holder remains responsible for payments authorised under their account, including their own accepted split-fare share. Each accepted split-fare participant remains responsible for their own share; another participant's unpaid share is not automatically transferred to the booking Account Holder.

Single Wallet Limit: Customers are permitted to hold only one (1) active Rexer Wallet at any given time.

One-Time Withdrawal and Account Deletion: A customer may withdraw eligible unused paid funds once without deleting the account. The Withdraw action is available for 24 hours after the top-up while that entitlement remains unused. Confirmation immediately initiates backend processing. The one-time withdrawal request must be submitted within 24 hours of the top-up; it is not available after this period. After the entitlement has been used, further withdrawal requires permanent account deletion. Deletion automatically initiates an eligible refund review. Approved refunds are processed within seven working days after verification and receipt of required information; bank posting may take longer.

Refund Payment Routing: Refunds are initiated against the original funding transactions. If that route fails, Rexer verifies the customer and arranges an alternative supported by the payment provider, including the current primary card where supported. Merely changing the primary card does not redirect a refund. Refund completion is recorded separately from account closure.

Top-Up Options and Fees: Available top-ups are AED 200 with AED 10 bonus, AED 500 with AED 50 bonus and AED 1,000 with AED 150 bonus. Before authorisation, Rexer displays the top-up, bonus, applicable processing fee and total card charge. Paid funds, fees and bonuses are recorded separately. Ordinarily, 80% of the credited balance in the current funding cycle must be consumed before another top-up. An approved active-trip destination change that exceeds the available balance permits an earlier top-up for that journey.

Wallet-to-Wallet Transfers Prohibited: Peer-to-peer transfers are not supported. Misuse may result in a proportionate account restriction or termination after review. Legitimate unused paid funds remain subject to the refund rules above; promotional funds have no cash value.

8. Split Fare

Each accepted split-fare participant owes only their own share. Record cash received against the participant who paid and the same Trip ID. A short participant may authorise another supported payment method, or a friend may voluntarily pay the identified outstanding share with their own authorisation. If the balance remains unpaid, create the support case automatically and restrict new bookings only for that debtor's account until settled or corrected; support and safety remain available. Other participants are not charged or blocked automatically. A revised fare presents revised shares and obtains each affected payer's authorisation; pending approval keeps the original destination.

The Platform allows the Primary Rider initiating a trip to invite co-riders to split the total fare equally.

Each confirmed participant is individually liable for their proportionate share of the fare.

The Primary Rider is not liable for a co-rider's unpaid share if the co-rider's payment method fails; the co-rider will be prompted directly by the Platform to provide an alternate valid payment method.

For cash-settled trips, participants are solely responsible for settling individual cash contributions directly.

9. Cancellations, Waiting Time, and No-Shows

Cancellation Grace Period: Cancellation within five minutes of driver acceptance is free unless the driver's pickup ETA is two minutes or less or the driver has arrived. Otherwise AED 12 applies, subject to the monthly allowance and driver-attributable exceptions. The applicable charge or Free is shown before confirmation.

Waiting Time: The Rider is entitled to three (3) complimentary minutes of waiting. No waiting fee is charged during those three minutes. The effective waiting start is determined by the driver's confirmed arrival relative to the scheduled booking time, as follows:

Early Arrival: If the driver arrives prior to the scheduled booking time, the complimentary waiting period shall commence at the scheduled booking time.

Scheduled Arrival: If the driver arrives precisely at the scheduled booking time, the complimentary waiting period shall commence immediately upon the driver's arrival.

Delayed Arrival: If the driver arrives after the scheduled booking time, the complimentary waiting period shall commence immediately upon the driver's actual arrival at the pickup location.

Post-Complimentary Waiting Fees: Only waiting beyond the first three free minutes is charged, at AED 0.57 per minute. Chargeable elapsed seconds after that complimentary period are multiplied by AED 0.57/60 and the final waiting fee is rounded once to two decimal places. The counter shows elapsed waiting, free time remaining and any charge accrued after the three-minute period. Waiting ends at trip start or cancellation. The rider is notified of confirmed arrival and when paid waiting begins. Waiting charges are allocated to the Operator.

Chargeable Cancellation: Rexer records acceptance, approach/arrival and cancellation times when applying the AED 12 charge. Any waiting fee is calculated separately from the effective waiting start described above. The rider reviews the cancellation total before confirming. The monthly fee-free entitlement described below is applied where available.

Monthly Fee-Free Allowance: Each rider account receives one otherwise chargeable cancellation per calendar month without the AED 12 cancellation fee. Paid waiting is still charged after the first 3 free minutes. A free early cancellation or a cancellation attributable to the driver does not consume this allowance.

Driver-attributable cancellation: no AED 12 cancellation fee applies and no monthly allowance is consumed where the cancellation is attributable to the driver, including the recorded delay or failure to approach described in the cancellation rules.

No-Shows: Once ten minutes have elapsed from the effective waiting start, the driver may report a no-show after recorded call or chat attempts to reach the passenger. Timer expiry alone does not cancel the booking. The no-show charge is AED 12, plus any waiting accrued after the three free minutes. At the ten-minute point, seven paid minutes add AED 3.99, giving AED 15.99. The amount is settled through the Operator; completed-trip booking-fee and RTA-surcharge deductions do not automatically apply. For scheduled bookings, waiting begins no earlier than the booked time, or at actual arrival if later.

10. Payment & Card Processing

Payment processing services on the Platform are provided by Stripe, a PCI-DSS Level 1 certified payment processor. By registering a payment method, you authorize Rexer and its payment processor to charge the authorised debit/credit card or wallet for all completed fares, tolls, cancellation fees, cleaning/damage fees, and applicable taxes. Rexer does not store raw credit card numbers on its servers.

Failed Digital Payment: Cards are charged once, at the end of the trip; no amount is held on the card for a journey. Rexer reconciles the original charge before requesting another payment. If failure is confirmed, the rider must authorise another supported card, wallet or available payment method for the unpaid amount. An uncertain original result does not trigger a duplicate collection. A completed journey remains recorded even if payment is outstanding. New bookings may be restricted until the amount is settled or a reported discrepancy is resolved; payment, support and safety remain available.

Insufficient Cash and Outstanding Payment: If you select cash and cannot pay the final fare in full, the following will be applicable:

The driver will record the cash actually received through the Platform. Rexer will notify you of the total fare, cash recorded as received and remaining amount payable. You may confirm the recorded amount or report a discrepancy through Rexer support.

You remain responsible for any correctly calculated unpaid amount. You may settle the remaining amount through another supported payment method available on the Platform, including an authorised card or your Rexer wallet. Any alternative payment requires your authorisation through the Platform. Cash and any subsequent payment will be recorded against the same journey ID, and you will receive an in-app notification confirming successful settlement.

If the remaining amount is not settled, Rexer will record it as an outstanding balance and notify you through the Platform. Before you can make another booking, the Platform will display the outstanding amount and request settlement. Booking access may remain restricted until payment is completed or Rexer resolves a reported discrepancy. Access to support and safety functions will remain available.

Completion of the physical journey is not conditional on immediate settlement of the outstanding balance. Rexer administration and the relevant Operator's administration will be notified of the shortfall, payment status and subsequent settlement or correction. These records will remain available in your journey and transaction history.

11. Rider Conduct, Vehicle Care, and Cleaning Fees

You agree to comply with all applicable UAE laws and RTA transport rules during every trip. You agree not to:

Consume alcohol, smoke, vape, or consume prohibited substances inside any vehicle;
Cause physical damage, soil, or deface any vehicle;
Harass, threaten, abuse, or engage in discriminatory conduct toward any driver;
Solicit drivers to provide off-platform commercial rides or violate UAE transport regulations.

Damage and Cleaning Fees: You are financially liable for any physical damage or excessive soiling of an Operator's vehicle caused by you or your guests. If an Operator reports damage or required professional sanitization/cleaning resulting from your ride, Rexer reserves the right to charge your payment method up to AED 500 (or the verified repair/cleaning invoice amount) on behalf of the Operator.

12. Driver Verification & Right to Refuse Service

Independent limousine chauffeurs reserve the absolute legal right to:

Request valid Emirates ID verification to confirm the identity or age of any unaccompanied passenger;
Refuse carriage or terminate a ride immediately if a passenger exhibits unruly, abusive, or illegal behaviour, appears severely intoxicated, or endangers the safe operation of the vehicle.

13. Comprehensive Rider Indemnification

You agree to defend, indemnify, and hold harmless Rexer, its parent company, subsidiaries, affiliates, and their respective directors, officers, employees, and agents from and against any and all claims, demands, liabilities, damages, losses, fines, costs, and legal expenses (including reasonable attorney fees) arising out of or related to:

Your breach of these Terms, Community Guidelines, or applicable UAE laws and RTA regulations;
Your misuse of the Platform or transportation services booked through the Platform;
Any damage, physical injury, or property loss caused by your intentional misconduct, negligence, or breach of vehicle safety standards;
Any claims arising from unaccompanied minors travelling under your account.

14. Limitation of Liability & Exclusion of Damages

To the maximum extent permitted under UAE Federal Law No. 5 of 1985 (Civil Transactions Law):

Intermediary Status: Rexer operates solely as a digital intermediary connecting Riders with third-party limousine Operators. Rexer is not liable for the driving conduct, vehicle condition, safety, route selection, traffic delays, lost property, or acts and omissions of any third-party Operator or chauffeur.

Exclusion of Indirect Damages: In no event shall Rexer be liable for any indirect, incidental, special, punitive, exemplary, or consequential damages, including loss of profits, lost business opportunities, personal inconvenience, data loss, missed flights, or scheduled appointments, even if advised of the possibility of such damages.

Aggregate Liability Cap: To the maximum extent permitted by law, Rexer's total aggregate liability arising out of or in connection with the Platform, these Terms, or any booking shall not exceed the total fees paid by you to Rexer in the three (3) months preceding the incident, or AED 500 (whichever is lower).

Statutory Exceptions: Nothing in these Terms shall limit or exclude liability that cannot legally be excluded under UAE law, including liability for death or personal injury resulting directly from Rexer's proven gross negligence or wilful fraud.

15. Complaints, Incident Reporting, and Lost Property

Ordinary support records are retained for 12 months after ticket closure and then deleted or irreversibly anonymised. Financial, safety, legal and dispute records follow the applicable record-type schedule, with disposal suspended where an investigation or legal hold requires preservation. The Privacy Policy explains the applicable retention purposes and exceptions.

If you experience an issue regarding a trip, driver conduct, or fare dispute, you may submit a report via the in-app support center. Rexer will investigate the complaint and assist in liaising with the relevant licensed Operator.

Support response targets: P0 Critical safety — 60 seconds; P1 High — 4 hours; P2 Normal — 24 hours; P3 Low — 48 hours. These targets measure the first meaningful human response from receipt, not final resolution. An automatic acknowledgement does not count. The first-response clock does not pause while information is requested. A safety concern is escalated to P0. Rexer provides case updates while investigation or resolution continues.

Lost and Found: Riders may request support from the relevant journey. Drivers may report found items in the dedicated Lost and Found flow. Rexer creates a linked ticket, verifies ownership with the Operator and coordinates an agreed return with custody and handover records. Recovery cannot be guaranteed. Personal details are disclosed only to authorised recipients. No automatic return fee applies; a separate return service and price require prior express agreement.

Unresolved complaints. If Rexer cannot resolve your complaint after further review, you may contact the RTA through its published customer-service channels, quoting the Rexer ticket reference and Trip ID. Rexer cooperates with an RTA review and provides authorised records on request. Any authority-required electronic referral follows the applicable approved integration arrangements; automatic referral is not a current customer step.

16. Suspension, Deactivation, Account Termination and Deletion

Rexer reserves the right to immediately suspend or terminate your account and access to the Platform if you violate these Terms, engage in payment fraud, or exhibit behavior deemed abusive or hazardous to drivers or third parties.

Manage Your Account: My Account provides separate Deactivate Account and Delete Account actions. Deactivation reserves the same account and customer ID for up to two years, prevents bookings and ends sessions. It does not automatically refund paid wallet funds or use the one-time withdrawal entitlement. A verified request can reactivate the same dormant account before its recorded expiry; a mobile OTP alone is insufficient and additional original-account ownership checks apply. Optional promotional communications, survey invitations and usage-data sharing stop during dormancy and require renewed selection on reactivation. Deletion can be requested sooner through the verified process.

Dormant Expiry and Permanent Deletion: A 30-day pre-expiry reminder states the recovery deadline. At two-year expiry without reactivation, or after confirmed permanent deletion, the account cannot be reopened. The old customer ID is retired and not reassigned; future use requires a new account. Permanent closure automatically initiates eligible wallet-refund review under Section 7, excludes promotional value and deducts disclosed fees. Approved refunds are processed within seven working days once verification and necessary information are complete. Notification and refund obligations continue after access ends. Required records follow the Privacy Policy; a recovery window is not a promise to retain every record for two years or erase every financial record at expiry.

17. Intellectual Property

All software, user interfaces, branding, trademarks, logos, algorithms, and content embodied within the Rexer Platform are the exclusive property of Rexer Group L.L.C-FZ. You are granted a limited, personal, revocable, non-exclusive, non-transferable license to use the app for personal, non-commercial booking purposes. You may not copy, reverse-engineer, decompile, or extract source code from the Platform.

18. Governing Law and Dispute Resolution

These Terms and any dispute, claim, or controversy arising out of or relating to them shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and the local laws of the Emirate of Dubai.

Informal Resolution: In the event of any dispute, the parties agree to first attempt in good faith to resolve the dispute informally through written notice to support@rexer.group for a period of thirty (30) days.

Exclusive Jurisdiction: If unresolved, the dispute shall be submitted to the exclusive jurisdiction of the competent Courts of Dubai, United Arab Emirates, without prejudice to any mandatory administrative complaints process administered by the Dubai Roads and Transport Authority (RTA).

19. Changes to these Terms

Rexer reserves the right to modify these Terms at any time. Material changes will be communicated via the Platform or by email prior to their effective date. Your continued access or use of the Platform after such modifications constitutes your express agreement to the updated Terms.

20. Contact Information

For inquiries, support, or legal notices concerning these Terms, contact us at:

Email: support@rexer.group
Registered Address: Rexer Group L.L.C-FZ, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.