Terms of Service

Introduction

These Terms of Service (the “Terms”) form a binding agreement between Sharaf Travel Services LLC and every business, individual or supplier that accesses or uses our B2B travel platform. Please read them carefully before registering or making any Booking.

Sharaf Travel Services LLC (“Sharaf Travel”, “we”, “our” or “us”) is a limited liability company registered in the Emirate of Dubai, United Arab Emirates, with its registered office at Sharaf Travel Building, Khalid Bin Al Waleed Street, Bur Dubai, Dubai, United Arab Emirates.

These Terms govern access to and use of our website, together with our mobile applications, agent portal, APIs, XML connections, software and related services (collectively, the “Platform” and, together with all booking and support services, the “Services”).

The Platform is intended for business use only, by:

• travel agencies, tour operators, sub-agents, consolidators and distributors, and their authorised personnel;
• corporate clients and their travel managers;
• suppliers (such as airlines, hotels, bed banks, DMCs and transport providers) using our distribution technology; and
• visitors browsing the public areas of the website.

The Platform is not a consumer booking channel. If you use the Services on behalf of travellers, you are responsible for lawfully collecting and sharing their information, obtaining all required consents, and informing them of the applicable terms, fare rules and policies.

These Terms should be read together with our Privacy Policy each published separately on the Platform and incorporated into these Terms by reference. Where there is a conflict, these Terms prevail, except the Privacy Policy prevails on the handling of personal data.

1. Definitions

In these Terms, the following words have the meanings below. Headings are for convenience only, and words in the singular include the plural and vice versa.

2. Acceptance, Eligibility and Accounts

2.1 Acceptance. By registering an Account, clicking “I agree”, making a Booking or otherwise using the Services, you accept these Terms. Your acceptance by electronic means is a valid and binding agreement. If you do not agree, you must not use the Services.

2.2 Eligibility. You may only use the Services if you are at least 18 years old, have full legal capacity to contract under Applicable Law and, where you act for a business, you are authorised to bind that business. Persons under 18 must not register or transact on the Platform in any capacity.

2.3 Business registration. Each Agent must be a duly incorporated and validly existing business. Agents operating in the UAE must hold a valid trade licence and, where required, a travel agency licence from the relevant authority. Agents outside the UAE must hold all licences required in their own jurisdiction. You must notify us immediately if any licence expires, is suspended or is revoked.

2.4 KYC and verification. Before opening or continuing an Account, we may require know-your-customer and know-your-business documents, including trade licences, memorandum of association, ultimate beneficial owner details, Emirates ID or passport copies of signatories, VAT registration certificates, bank references and IATA or other accreditation. We may also run credit and sanctions checks and request a security deposit or bank guarantee. We may approve, limit, suspend or refuse any Account at our discretion, subject to Applicable Law.

2.5 Accurate information. You must provide complete, accurate and current information and keep it updated. You represent that all information you give us about yourself, your business and any Traveller is true and accurate.

2.6 Credentials and security. You must keep all usernames, passwords, one-time passwords, API keys and multi-factor authentication secrets confidential. You are responsible for all activity under your Account, including Bookings made by any person using your credentials, until you notify us in writing of a suspected compromise.

2.7 Authorised Users. You must ensure that only your Authorised Users access your Account, that each has an individual login, and that each complies with these Terms. You are liable for their acts and omissions as if they were your own. You must disable access promptly when an Authorised User leaves your business.

2.8 Sub-agents. You may not create sub-agents, white-label the Platform or resell access to it unless we have agreed in writing. Where we agree, you remain fully responsible for your sub-agents’ compliance with these Terms.

3. Nature of the Services

3.1 Our role. Sharaf Travel provides travel search, booking, ticketing and related technology and intermediary services. Unless we expressly state otherwise for a specific product, we act as an intermediary between you and the Supplier. We do not own, operate or control any airline, hotel, transport, cruise, visa centre, insurer or other Supplier.

3.2 Supplier terms. Every Booking is subject to the Supplier’s Fare Rules, conditions of carriage, hotel policies and other terms, in addition to these Terms. The Supplier is solely responsible for delivering the travel product. You must read and accept the applicable Supplier terms before confirming a Booking and pass them on to your End Customers.

3.3 Content from Suppliers. Descriptions, photographs, star ratings, amenities, schedules and other content on the Platform are largely supplied by Suppliers or third-party content providers. We take reasonable care in displaying it but do not guarantee its accuracy or completeness.

3.4 API and XML connectivity. If we grant you API or XML access, you must: (a) use it only for your own licensed travel business; (b) comply with our technical documentation, look-to-book ratios, rate limits and certification requirements; (c) not cache, store or redistribute rates or content beyond the periods we permit; (d) display Supplier terms and mandatory notices to End Customers; and (e) keep your integration secure. We may charge fees for excessive search traffic or look-to-book breaches, and may throttle, suspend or withdraw API access at any time.

3.5 Supplier users. Suppliers that distribute products through the Platform are also bound by any separate distribution or content agreement signed with us. Where that agreement conflicts with these Terms, the signed agreement prevails.

3.6 Service level. Unless a separate written agreement provides otherwise, we provide the Services on a commercially reasonable efforts basis and do not commit to any specific uptime or response time.

4. Licence and Acceptable Use

4.1 Licence. Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable and non-sublicensable licence to access and use the Platform for legitimate travel business purposes during the life of your Account.

4.2 Prohibited conduct. You must not, and must ensure your Authorised Users and sub-agents do not:

• make fraudulent, speculative, duplicate, fictitious or test Bookings, including fake names or dummy PNRs;
• churn segments, abuse holds or ticketing time limits, or circumvent married-segment, point-of-sale or other airline controls;
• resell net, wholesale or restricted rates in breach of Supplier rules, or publish them to the public where the Supplier forbids it;
• bypass or attempt to bypass booking limits, credit limits, security features or access controls;
• scrape, crawl, data-mine, frame or mirror the Platform, or use bots or automated tools other than an API we have approved;
• copy, modify, decompile, reverse engineer or create derivative works from the Platform or its software;
• upload or transmit viruses, malware, corrupted files or any code designed to damage or interfere with any system;
• interfere with, overload or disrupt the Platform or the networks connected to it;
• access or attempt to access another User’s Account or data without authorisation;
• publish, post or transmit material that is defamatory, obscene, indecent, offensive to public morals, contrary to public order, or that infringes another person’s rights, including privacy and intellectual property rights;
• insult, defame, harass, threaten or abuse any person, including our staff;
• remove or alter any copyright notice, trademark or proprietary label;
• falsify the origin of any content or impersonate any person or business;
• advertise or offer unrelated goods or services, or send unsolicited messages, through the Platform; or
• use the Services for any purpose that is unlawful under Applicable Law.

4.3 Monitoring and enforcement. We may monitor use of the Platform to protect our systems, Suppliers and Users. If we reasonably suspect a breach of this clause, a pricing or availability error, or fraud, we may without prior notice suspend or restrict your Account, cancel or modify affected Bookings, withhold amounts due to you, and report the matter to Suppliers or the competent authorities.

5. Bookings, Fares and Pricing

5.1 Booking confirmation. A Booking is confirmed only when we issue a ticket number, confirmation number or voucher, and the corresponding payment has been received or charged to your Wallet or Credit Facility. A “hold”, “on request” or pending status is not a confirmed Booking.

5.2 Fare Rules. All Bookings are subject to the Supplier’s Fare Rules, inventory and conditions. Many fares and rates are non-refundable, non-changeable and non-transferable. You are responsible for reading the Fare Rules shown before booking and communicating them to the End Customer.

5.3 Dynamic pricing and availability. Prices, taxes, surcharges and availability change constantly and are not guaranteed until the Booking is confirmed. Currency conversion rates are indicative, and the amount charged is the amount shown at the point of confirmation.

5.4 Pricing errors. If a Booking is made at a price that is obviously wrong because of a technical, human or Supplier error, we may, within a reasonable time after we become aware of the error, either (a) offer you the Booking at the correct price, or (b) cancel the Booking and return the amount you paid for it. We will not be liable for any other loss arising from the error.

5.5 Traveller details. You must enter each Traveller’s name exactly as it appears in their passport, together with all other mandatory data (such as date of birth, nationality and passport details). Name changes, corrections and re-issues are subject to Supplier rules and fees.

5.6 Your markups. You may set your own selling price to End Customers, subject to Supplier restrictions and Applicable Law. You are solely responsible for your pricing, your invoices to End Customers and for disclosing any fees or charges you add. Our net rates are confidential and must not be shown to End Customers.

5.7 Commissions and incentives. Any commission, incentive or rebate we offer is governed by the commercial terms we notify to you in writing or on the Platform. We may change or withdraw them prospectively. Commission is not payable on cancelled, refunded or unused Bookings, and we may recover commission already paid on such Bookings.

5.8 Ancillaries and special requests. Seats, baggage, meals, upgrades, accessibility assistance, room preferences and other special requests are subject to Supplier confirmation and may incur extra charges. A request is not guaranteed unless the Supplier confirms it.

5.9 Hotel and land products. Hotel check-in times, deposits, city or tourism taxes payable locally , and resort fees are set by the Supplier or authority and may be payable by the Traveller directly on arrival.

5.10 Documents and reconfirmation. You are responsible for checking every ticket, voucher and itinerary immediately after issue and reporting any error to us within 24 hours. You must also reconfirm flight schedules with the Traveller before departure.

6. Payments, Credit and Taxes

6.1 Currency and methods. Unless we state otherwise, prices are quoted and payable in UAE Dirhams (AED). We accept payment by Visa and Mastercard credit or debit cards, bank transfer, Wallet top-ups and approved Credit Facilities, through payment gateways licensed or authorised in the UAE. We may add or withdraw payment methods at any time.

6.2 Card payments. If you pay by card, you confirm that you are authorised to use the card and will complete all verification steps, including 3-D Secure and one-time passwords. The cardholder must keep a copy of transaction records and of these Terms. We do not store full card details; card data is processed by our payment service provider in line with PCI-DSS standards.

6.3 Wallet. Wallet balances are prepaid funds held for the purchase of Bookings only. They do not earn interest, are not a deposit or stored-value facility, and may not be transferred to another Account. Unused balances are refundable on closure of your Account after settlement of all amounts you owe us.

6.4 Credit Facility. Any Credit Facility is granted at our sole discretion, on the limit, tenure and security terms we notify to you in writing. We may reduce, suspend or withdraw it at any time, including if your payment behaviour or financial position changes. All amounts under a Credit Facility must be paid in full by the due date shown on our invoice or statement, without deduction.

6.5 Security. We may require a cash deposit, bank guarantee, post-dated or security cheque or other security as a condition of any Credit Facility. We may apply that security to any overdue amount without further notice. Security cheques are held and presented in accordance with the UAE Commercial Transactions Law (Federal Decree-Law No. 50 of 2022).

6.6 Fees and charges. Service fees, payment-processing fees, bank charges and currency conversion costs may apply and will be shown before you confirm payment where possible. Bank charges on transfers to us are for your account.

6.7 VAT and other taxes. Prices are subject to UAE Value Added Tax under Federal Decree-Law No. 8 of 2017 and its Executive Regulation, as applicable to each travel product. We will issue tax invoices showing our TRN. You must provide your correct legal name, address and TRN (if registered) so that we can invoice correctly, and you are responsible for any taxes that apply to your own onward sales.

6.8 Late payment. If you fail to pay any amount when due, we may, without liability: (a) suspend your Account and any Credit Facility; (b) cancel unticketed or unused Bookings; (c) charge late-payment on the overdue amount from the due date until payment, to the extent permitted by the UAE Commercial Transactions Law; (d) recover our reasonable collection and legal costs; and (e) take legal action, including presenting any security cheque.

6.9 Set-off. We may set off any amount you owe us (including ADMs and chargebacks) against any amount we owe you, including Wallet balances, refunds and commissions.

6.10 Chargebacks. You are liable for all chargebacks, payment reversals and card fraud arising from cards or payment methods used through your Account, including those used by your End Customers. You must reimburse us immediately on demand for the chargeback amount and all related fees, penalties and costs.

6.11 Statements and disputes. You must raise any dispute about an invoice or statement in writing within 15 days of its date, giving full details. Undisputed amounts must be paid on time. If you do not dispute within that period, the invoice or statement will be treated as accepted.

6.12 Sanctioned countries. We will not trade with, or provide services to, persons or entities in countries or territories that are subject to sanctions applicable to us or to our payment providers (see clause 13).

7. ADMs, GDS and Supplier Penalties

7.1 Your responsibility. You are responsible for every ADM, debit note, penalty and pass-through charge issued by an airline, GDS, BSP or other Supplier that arises from Bookings made through your Account. This includes charges for churning, duplicate or speculative bookings, fictitious or test names, abuse of holds or time limits, incorrect re-issues or refunds, other-airline (OAL) violations, married-segment or point-of-sale abuse, no-show and inactive-segment penalties, and any other breach of Supplier booking policy.

7.2 Recovery. We may recover each ADM and related charge from you, together with a reasonable administrative handling fee per ADM, by invoicing you, setting it off under clause 6.9, or applying any security you have provided.

7.3 Disputes. If you believe an ADM is incorrect, you must tell us in writing within 7 days of our notice with supporting evidence. We will use reasonable efforts to dispute it with the Supplier, but the Supplier’s final decision binds you. Disputing an ADM does not suspend your obligation to pay it unless we agree otherwise in writing.

7.4 Survival. Your liability for ADMs survives the closure of your Account, because Suppliers may issue ADMs for up to 12 months or more after travel.

8. Changes, Cancellations and No-Shows

8.1 Supplier rules apply. Changes, cancellations and no-shows are governed by the Supplier’s Fare Rules. They may attract Supplier penalties and our service fees, or may not be permitted at all.

8.2 How to request. You must submit change and cancellation requests through the Platform (or the channel we specify) within the time limits in the Fare Rules. A request is effective only when we acknowledge it. For requests close to departure or check-in, you or the Traveller may need to contact the Supplier directly, as the Fare Rules require.

8.3 No-shows. If a Traveller does not use a Booking or any segment of it, the Supplier may cancel the remaining segments without refund. No-show charges are your responsibility.

8.4 Supplier changes. If a Supplier changes a schedule, cancels a service or overbooks, our role is to pass on the Supplier’s notice and any options it offers (such as re-accommodation, waivers or credits). Your remedies are against the Supplier, and we will reasonably assist you in pursuing them.

8.5 Refunds. Whether and when any refund is payable, and how it is processed, is governed by our by the Agreement with us. In any event, refunds are payable only once the Supplier has returned the funds to us, and after deducting Supplier penalties and our applicable fees.

9. Travel Documents, Visas and Traveller Compliance

9.1 Your responsibility. You must ensure, and advise each Traveller, that they hold a passport valid for the period required by the destination (typically at least six months), and all visas, transit permits, health or vaccination certificates, and other documents required for every country on the itinerary, including the UAE.

9.2 UAE visas. Where we process UAE visit visas or other visa services, applications are submitted to the competent authority. You must provide complete, genuine documents and must not submit false or misleading information. We act only as a facilitator.

9.3 No guarantee. Visa, immigration and entry decisions rest solely with the relevant authorities. We cannot influence or guarantee them. Visa fees and service fees are generally non-refundable once an application has been submitted, whatever the outcome.

9.4 Visa sponsorship and overstay. Where we act as sponsor or guarantor for any visa, you guarantee that each Traveller will comply with the visa conditions and leave the UAE before the visa expires. You are liable for, and must reimburse us on demand for, all overstay fines, absconding penalties, deportation costs and other losses arising from a Traveller’s non-compliance. We may require a deposit or guarantee for this purpose.

9.5 Travel advice. You must check official government travel advice, health requirements and entry restrictions before booking and before departure. Carriers may deny boarding to any Traveller without correct documents, and we are not liable for the consequences.

9.6 Indemnity. You will indemnify us against all fines, penalties, losses and claims arising from any Traveller’s failure to comply with immigration, customs, health or Supplier requirements.

10. Your Obligations to End Customers and Personal Data

10.1 Your relationship with End Customers. You contract with your End Customers in your own name and are solely responsible to them for your services, pricing, advice and the information you provide. You must not hold yourself out as our agent or representative, or use our name or brand to make commitments on our behalf.

10.2 Consumer protection. Where you sell to consumers, you must comply with all consumer protection laws that apply to you, including UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulation, and Federal Decree-Law No. 14 of 2023 on Modern Technology Trade where you sell online. In particular, you must provide clear pricing in the required currency, disclose all fees and Fare Rules before purchase, and issue proper invoices.

10.3 Personal data. You will share Travellers’ personal data with us so that we and Suppliers can fulfil Bookings. You confirm that you have a lawful basis, and all necessary consents and notices, for doing so under Applicable Law, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. You must share only the data needed for the Booking, keep it secure, and inform Travellers that their data will be passed to Suppliers and to authorities (such as immigration and airport authorities) that may be located outside the UAE.

10.4 Our Privacy Policy. Our handling of personal data, including the data of Agents, Authorised Users and Travellers, is described in our separate Privacy Policy.

10.5 Data incidents. You must notify us without undue delay, and in any event within 48 hours, if you become aware of any unauthorised access to your Account or to Traveller data connected with the Services, and must cooperate with us in dealing with it.

10.6 Complaints. You must handle End Customer complaints promptly and professionally. Where a complaint concerns a Supplier, we will reasonably assist you in escalating it to that Supplier.

11. Intellectual Property and Confidentiality

11.1 Ownership. The Platform and all software, databases, designs, text, graphics, logos, trademarks (including the “Sharaf Travel” name and marks) and other content on it are owned by us, our group companies or our licensors. They are protected by UAE and international law. You receive no rights other than the licence in clause 4.1.

11.2 Use of our marks. You may not use our name, logos or trademarks in any advertising, domain name, social media handle or other material without our prior written consent. Any permitted use must follow our brand guidelines and may be withdrawn at any time.

11.3 Your content. You keep ownership of content you upload, such as your logo for branded itineraries. You grant us a non-exclusive, royalty-free licence to use it as needed to provide the Services.

11.4 Feedback. We may use any suggestions or feedback you give about the Services without restriction or payment.

11.5 Confidentiality. Each party must keep confidential the other party’s non-public business information received through the Services, including our net rates, commission levels, commercial terms, API documentation and system architecture. Confidential information may be disclosed only to employees and advisers who need to know it, or where required by law or a competent authority. This obligation continues for 3 years after your Account is closed.

12. Platform Availability, Disclaimers, Liability and Indemnity

12.1 Platform changes and maintenance. We may modify, suspend or discontinue any feature, content, Supplier or product on the Platform, and carry out scheduled or emergency maintenance, without liability. We may also introduce security checks, rate limits and other controls to protect Users, Suppliers and our systems.

12.2 Disclaimer. To the fullest extent permitted by Applicable Law, the Services are provided “as is” and “as available”. We give no warranty that the Platform will be uninterrupted, error-free or free of harmful components, or that Supplier content is accurate. We are not responsible for the acts, omissions, insolvency or default of any Supplier.

12.3 Excluded losses. To the fullest extent permitted by Applicable Law, we are not liable for any indirect or consequential loss, or for any loss of profit, revenue, business, goodwill, data or anticipated savings, however arising.

12.4 Liability cap. To the fullest extent permitted by Applicable Law, our total aggregate liability arising out of or in connection with the Services, whether in contract, tort or otherwise, is limited to the lower of the total service fees actually received by us for the Booking(s) giving rise to the claim.

12.5 What we do not limit. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under UAE law, including liability for fraud, wilful misconduct or gross negligence, or for death or personal injury caused by our own harmful act, in line with the UAE Civil Transactions Law.

12.6 Time limit for claims. You must notify us in writing of any claim within 90 days after you became aware, or should reasonably have become aware, of the facts giving rise to it, to the extent permitted by Applicable Law.

12.7 Indemnity. You will defend, indemnify and hold harmless Sharaf Travel, its group companies and their directors, officers, employees and agents against all claims, losses, liabilities, damages, fines, penalties, costs and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms or Applicable Law; (b) your misuse of the Services or your Account; (c) inaccurate or incomplete data you provide; (d) chargebacks and payment disputes; (e) ADMs and Supplier penalties; (f) Traveller non-compliance under clause 9; and (g) any claim by an End Customer or Supplier arising from your acts or omissions.

13. Regulatory Compliance

13.1 Anti-money laundering. You must comply with the UAE’s anti-money laundering and counter-terrorist financing laws, including Federal Decree-Law No. 20 of 2018 (as amended or replaced) and its implementing regulations. You must not use the Services to conceal the origin of funds, and must provide promptly any information we reasonably request to meet our own compliance obligations. We may refuse or reverse any transaction we reasonably consider suspicious and report it to the competent authorities without notice to you.

13.2 Sanctions. You represent that neither you, nor any of your owners, directors, ultimate beneficial owners or Authorised Users, is listed on, or owned or controlled by a person listed on, the UAE Local Terrorist List, the United Nations Security Council Consolidated List, or any sanctions list applicable to us or our payment providers (including those maintained by OFAC, the EU and the UK). You must not use the Services for the benefit of any sanctioned person or in breach of Cabinet Decision No. 74 of 2020 or other applicable sanctions. You must notify us immediately of any change in your status.

13.3 Anti-bribery. You must not offer, give, request or accept any bribe, facilitation payment or improper advantage in connection with the Services, and must comply with the anti-bribery provisions of Federal Decree-Law No. 31 of 2021 (the UAE Crimes and Penalties Law) and any other applicable anti-corruption laws.

13.4 Cybercrime and content. You must not use the Platform in any way that breaches Federal Decree-Law No. 34 of 2021 on Combatting Rumours and Cybercrimes, including by unauthorised access, data interference, or publishing unlawful content.

13.5 Electronic records. You agree that electronic communications, Booking records, system logs and electronic signatures generated through the Platform are valid and admissible as evidence, in accordance with Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services and Federal Law No. 35 of 2022 on Evidence in Civil and Commercial Transactions. Our records are conclusive evidence of the transactions they record, unless you prove a manifest error.

13.6 Record-keeping. We may retain transaction and KYC records for the periods required by Applicable Law, including after your Account is closed.

14. Force Majeure, Suspension and Termination

14.1 Force majeure. Neither party is liable for any delay or failure to perform caused by events beyond its reasonable control, including natural disasters, extreme weather, epidemics, war, terrorism, civil unrest, strikes, government or regulatory action, airspace or airport closures, Supplier insolvency, and failures of utilities, telecommunications, GDS or payment networks. This does not excuse your obligation to pay amounts already due. Where performance becomes impossible, the consequences are governed by the UAE Civil Transactions Law and by the relevant Supplier’s disruption policy.

14.2 Suspension by us. We may suspend your Account, or any part of the Services, immediately and without liability if: (a) we reasonably suspect fraud, misuse or a security breach; (b) you fail to pay any amount when due; (c) you breach these Terms; (d) we are required to by a Supplier, a payment provider or a competent authority; or (e) continuing would expose us to legal, regulatory or reputational risk.

14.3 Termination by you. You may close your Account at any time by giving us written notice, subject to settling all amounts you owe.

14.4 Termination by us. We may terminate your Account: (a) immediately by notice if any event in clause 14.2 occurs, or if you become insolvent, enter bankruptcy or liquidation proceedings, or cease to hold a required licence; or (b) for convenience, on 30 days’ written notice.

14.5 Effect of termination. On termination: (a) your licence to use the Platform ends; (b) all amounts you owe us become immediately due; (c) confirmed Bookings remain subject to the Supplier’s terms, and we may cancel unticketed or unpaid Bookings; and (d) we will return any Wallet balance or security, less amounts owed to us, after all Bookings have been completed and the ADM period in clause 7.4 has passed.

14.6 Survival. Clauses on payments, ADMs, intellectual property, confidentiality, liability, indemnity, regulatory compliance, governing law and any other provision that by its nature should survive, will survive termination.

15. Governing Law and Dispute Resolution

15.1 Governing law. These Terms, and any dispute or claim arising out of or in connection with them or the Services (including non-contractual disputes), are governed by the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates as applied in Dubai. The United Arab Emirates is our country of domicile.

15.2 Amicable settlement. The parties will first try to resolve any dispute through good-faith negotiation between senior representatives within 30 days of written notice of the dispute.

15.3 Arbitration. Any dispute not resolved under clause 15.2 will be finally settled by arbitration administered by the Dubai International Arbitration Centre (DIAC) under the DIAC Arbitration Rules in force at the time, and in accordance with Federal Law No. 6 of 2018 on Arbitration. The seat of arbitration is Dubai, UAE (onshore). The tribunal will consist of a sole arbitrator, and the language of the arbitration will be English.

15.4 Debt recovery and interim relief. Despite clause 15.3, we may at our option bring proceedings before the Courts of Dubai to recover any undisputed debt (including by way of a payment order or cheque enforcement), and either party may apply to the Courts of Dubai for urgent interim or conservatory relief. The Courts of Dubai also have jurisdiction to enforce any arbitral award.

15.5 Language. These Terms are written in English. If we publish an Arabic translation and there is any inconsistency, the English version prevails to the extent permitted by Applicable Law. Where a court requires an Arabic translation, a legal translation of the English version will be used.

16. General Provisions and Contact

16.1 Changes to these Terms. We may amend these Terms from time to time. We will post the updated version on the Platform with a new “Last Updated” date and, for material changes, notify registered Agents by email or dashboard notice at least 15 days before they take effect, unless a change is required sooner by law or a Supplier. Your continued use of the Services after the effective date means you accept the updated Terms.

16.2 Entire agreement. These Terms, together with the Privacy Policy and any written commercial or credit terms we issue to you, and the Supplier terms applicable to each Booking, form the entire agreement between us about the Services.

16.3 Severability. If any provision is found invalid or unenforceable, it will be applied to the maximum extent permitted, and the remaining provisions will continue in full force.

16.4 No waiver. A failure or delay in enforcing any right is not a waiver of it.

16.5 Assignment. You may not assign, transfer or subcontract your rights or obligations without our prior written consent. We may assign or transfer them to any Sharaf group company, or in connection with a reorganisation, merger or sale of business.

16.6 Relationship. Nothing in these Terms creates a partnership, joint venture, franchise or commercial agency (within the meaning of UAE Federal Law No. 3 of 2022 on Regulating Commercial Agencies) between you and us. Neither party may bind the other.

16.7 Third-party rights. No person other than you and us has any right to enforce these Terms, except our group companies under clause 12.7.

16.8 Notices. We may give you notices by email to your registered address, through the Platform dashboard, or by posting on the Platform. You must give us legal notices in writing by email with a copy by courier to our registered office. You must keep your contact details up to date.

16.9 Contact and complaints. For questions or complaints about these Terms or the Services, contact:

We will acknowledge complaints within 5 business days and aim to resolve them within 15 business days, or within any shorter period required by Applicable Law.