Terms of Service

Last updated: August 29, 2026

1. Acceptance of Terms

By accessing and using CrewLink's services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by these terms, you are not authorized to use or access the service.

2. Service Description

CrewLink provides:

  • Professional crew transportation services in the UAE
  • Online booking platform for scheduled rides
  • Trip combination options for shared transportation
  • Connection between Emirates Group crew members and RTA-approved drivers

Our services operate within the UAE and are designed specifically for Emirates Group crew members and authorized personnel.

3. Payment Terms

Payment Processing

  • All payments are processed through Stripe, our secure payment partner
  • Payment is required in full at the time of booking
  • Accepted currencies: UAE Dirham (AED)
  • We accept major credit and debit cards
  • Payment authorization occurs immediately upon booking confirmation

Refund Policy

A 10-AED cancellation fee applies to all canceled bookings made less than 24 hours before the ride.

  • 50% refund on bookings canceled 12 hours before the ride
  • 20% refund on bookings canceled 6 hours before the ride

No refunds will be provided for any reason, including but not limited to:

  • Missed pickups or late arrivals by passengers
  • Flight delays, changes, or cancellations
  • Traffic conditions or route delays
  • Changes in personal travel plans
  • Weather-related disruptions
  • Personal emergencies or unforeseen circumstances

4. Pickup and Punctuality Policy

5-Minute Wait Rule

Drivers will wait a maximum of 5 minutes past the scheduled pickup time.

If you are not present at the pickup location within 5 minutes of the scheduled time:

  • The trip will be automatically cancelled
  • No refund will be provided
  • You will need to book a new trip at current rates
  • Driver compensation will be retained for their time

Your Responsibilities

  • Be ready at the pickup location at least 2 minutes before scheduled time
  • Monitor your phone for driver communications
  • Provide accurate pickup location and contact information
  • Account for security checks, building access, or other delays

5. Trip Combination Program

How It Works

Our trip combination feature allows passengers to share rides and receive future discounts:

  • Users can enable "Allow Trip Combination" during booking
  • When combination is disabled, a full fare rate is automatically applied
  • When other passengers join your combinable trip, you earn future booking discounts

Discount and Reward Terms

Your discount will be automatically applied on the next trip. All combination trip rewards are applied as credits for future bookings only.

  • No cash refunds or monetary reimbursements will be provided
  • Credits cannot be transferred between other users' accounts
  • Discount amounts are determined by CrewLink and may vary
  • Credits have no expiration date but cannot be withdrawn as cash
  • Combination participation does not guarantee future discounts

6. User Responsibilities and Conduct

By using CrewLink, you agree to:

  • Provide accurate and up-to-date personal and contact information
  • Treat drivers and other passengers with respect and professionalism
  • Follow all safety instructions provided by the Chauffeurs
  • Do not engage in illegal, inappropriate, or disruptive behavior
  • Do not consume alcohol or illegal substances during rides
  • Respect vehicle cleanliness and property
  • Report any issues or incidents immediately to CrewLink via the right channels

Violation of these terms may result in account suspension or permanent ban from our services.

7. Service Limitations and Disclaimers

Service Availability

  • Services are subject to driver availability and operational constraints
  • We reserve the right to cancel or modify bookings due to safety concerns
  • Service areas may be adjusted based on operational requirements
  • Emergencies may result in service interruptions

Liability Limitations

CrewLink is not liable for:

  • Missed flights, meetings, or appointments due to traffic or delays
  • Personal belongings left in vehicles
  • Weather-related delays or cancellations
  • Route decisions made by drivers for safety or efficiency
  • Third-party actions or circumstances beyond our control

8. Booking Modifications and Cancellations

Rescheduling Your Pickup Time

You may change the pickup date or time of an existing booking yourself from your account.

  • Rescheduling is allowed up to 1 hour before your scheduled pickup time
  • Once a booking is within 1 hour of pickup, the pickup time can no longer be changed online

Cancelling a Booking

Cancellations are not processed automatically. Requesting to cancel redirects you to contact CrewLink customer support, who will process the cancellation manually.

  • Cancellation requests must be made at least 2 hours before your scheduled pickup time
  • Once a booking is within 2 hours of pickup, it can no longer be cancelled through this option
  • Refunds for approved cancellations are calculated according to the Refund Policy in Section 3 above

9. Account Management

You are responsible for:

  • Maintaining the confidentiality of your account credentials
  • All activities that occur under your account
  • Immediately notifying us of unauthorized account use
  • Keeping your profile information current and accurate

10. Dispute Resolution

These terms are governed by the laws of the United Arab Emirates. Any disputes arising from these terms or your use of our services will be resolved through:

  1. Direct communication with CrewLink customer support
  2. Mediation if direct resolution is unsuccessful
  3. Binding arbitration under UAE law if mediation fails

All legal proceedings must be conducted in the UAE, and UAE law will govern these terms.

11. Changes to Terms

We reserve the right to modify these terms at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the new terms.

12. Contact Information

If you have questions about these Terms of Service, please contact us:

Email: contact@crew-link.ae
Website: www.crew-link.ae

By using CrewLink's services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.