Terms and Conditions

1. Company and scope

The platform is operated by CARVANA LUXURY MOTOR VEHICLES SERVICES L.L.C (“Carvana”, “we”, “us”). Contact: [email protected]. Carvana may provide passenger transport services itself where it holds the required current licences and approvals, and may also provide a booking platform through which an independently licensed merchant accepts and fulfils a service. The booking screen and confirmation identify the provider responsible for that booking. That identified provider is the service supplier for the trip.

A service or service category is available only when displayed as available in the app and when the provider holds all licences, permits, insurance and approvals required for it. App access does not itself authorise any person or business to provide transport or another regulated service. These Terms do not promise that every service shown in product designs or development materials is available.

2. Definitions and account roles

Customer means the person placing or using a booking.

Driver means a person authorised by a licensed transport operator or merchant to perform an accepted booking and given access to the driver app.

Merchant means a separately identified business that has been approved and contractually onboarded to receive or fulfil bookings through the platform.

Platform means the Carvana app, driver app, merchant portal, booking tools and related support channels.

A merchant’s agreement with Carvana governs its commercial relationship, fees and settlement. A driver’s employment, sponsorship, fleet or engagement agreement governs pay and work conditions. These Terms govern access to the platform and the conduct required while using it. If a mandatory law or a signed service-specific contract conflicts with these Terms, the mandatory law or signed contract controls to the extent of the conflict.

3. Customer account and eligibility

Customers must provide accurate contact, pickup, destination, passenger and luggage information; keep their login details secure; and promptly report suspected account misuse. Customers must be legally capable of entering a contract. An adult must place and supervise bookings for minors. Customers must not impersonate another person, create an account for an unlawful purpose, or use the platform in a way that endangers anyone.

The customer is responsible for activity through their account unless the account was used without their permission and they promptly notify Carvana. We may request reasonable verification for safety, service delivery, fraud prevention or legal compliance.

4. Booking, dispatch and trip changes

A request is only a request until the app confirms the booking. The platform may present a booking to eligible drivers in sequence and broaden the search for an available driver if no nearby driver accepts. A displayed arrival time or route is an estimate. The service provider remains responsible for confirming and performing the trip.

The customer must select the correct pickup and destination, passenger count, luggage and any offered service options. A standard ride may include up to three additional stops when the booking flow permits them. During a trip, a customer may request a stop or destination change through the app where available. A change is effective only when accepted and recorded; it may change the fare or timing if the app discloses that consequence.

The driver may refuse or stop a service where the request is unlawful, unsafe, materially different from the confirmed booking, exceeds confirmed vehicle capacity, or creates an unreasonable risk to a person or vehicle. The driver must tell the customer and merchant/operator as soon as reasonably safe and practical.

5. Hourly Chauffeur conditions

When Hourly Chauffeur is offered, it is available in Dubai only, includes a vehicle, has a maximum duration of eight hours, and must start between 07:00 and 24:00. Same-day bookings must be placed by 23:00. Scheduled Hourly Chauffeur bookings cannot be paid in cash. The app will show the available start times, duration, price and permitted payment method before the customer confirms.

6. Prices, payment and receipts

The app displays the fare, estimate or calculation basis before confirmation. A final fare may include only charges disclosed before confirmation or resulting from a customer-requested change accepted through the app. Any waiting, extra time, toll, parking, cancellation or no-show charge must be shown with its amount or calculation and trigger before the customer becomes liable for it.

Payment is made to the service provider using the method shown in the booking. Current app design supports cash or card collected by the driver using a separate payment terminal; the terminal is not integrated with the app. A driver’s manual in-app status is a driver report and does not prove that a card transaction settled. For card payment, the customer should rely on the terminal receipt or confirmation from the payment provider. Do not send card numbers, PIN or security codes through chat or support.

The supplier identified on the booking is responsible for the service charge, receipt and any refund or fare adjustment due for that service. Carvana may route or investigate a request and coordinate with that supplier. Nothing in this section removes a right or remedy required by law. The platform does not store full card numbers, CVV or PIN as part of the app payment-status record.

7. Cancellation, delay and service interruption

A customer may cancel or request a change through the app. A cancellation fee applies only if the fee and its trigger were displayed before the booking was confirmed and the charge is permitted by law. A driver may cancel before starting a trip only through the app or authorised support and must select a truthful reason. A driver must not ask a customer to cancel to conceal the driver’s cancellation or avoid platform records.

A provider may cancel or suspend a booking if a vehicle is unsafe or unavailable, a driver is not authorised, the service cannot lawfully be supplied, or an event outside reasonable control prevents completion. The provider will notify the customer as soon as reasonably practicable and handle any payment for service not supplied in accordance with the law and the booking terms.

8. Customer conduct and safety

Be ready at the confirmed pickup point and keep the registered phone reachable.

Wear seatbelts, follow lawful safety instructions and treat drivers, support staff and other passengers respectfully.

Do not threaten, harass, discriminate against, assault or sexually harass another person, damage a vehicle, carry unlawful or dangerous items, or ask a driver to break the law.

Do not misstate the number of passengers, baggage, accessibility needs, identity, payment or purpose of a booking.

For immediate danger, contact UAE emergency services first. Contact the provider or in-app support when safe.

9. Driver rules

Driver access is created by the merchant or licensed operator; the driver app is not open self-registration. A driver may perform a booking only when authorised by the operator responsible for that trip and using the assigned account and approved vehicle. The operator/merchant is responsible for verifying and maintaining the driver’s licences, permits, training, employment or engagement status, right-to-work documents, vehicle roadworthiness and insurance.

Use Arrived, Start and Finish accurately. Never record an event that did not happen.

At pickup, verify the booking discreetly and protect customer information.

Drive lawfully and safely, keep the vehicle clean and roadworthy, and do not use a handheld phone while driving. Stop safely before reading or responding to messages.

Follow the approved route unless the customer requests a permitted change or safety, traffic or lawful instructions require a detour. Record material changes where the app allows.

Do not accept cash for a scheduled Hourly Chauffeur booking. For card collection, use the assigned terminal and report the actual result, including a decline.

Do not share credentials, use another driver’s account, fabricate a trip, manipulate location or trip status, request off-platform payment or misstate a fare.

Report accidents, injuries, safety risks, lost property and serious complaints promptly to emergency services when needed and to the operator/merchant.

The driver app may show trip amounts and cash/card status for Today, 7 days, 30 days and the current month. These are trip records, not a promise of wages or settlement. Pay, commission, expenses, deductions, tips and settlement timing are governed by the driver’s separate agreement with the employer/operator and applicable law. Platform access does not by itself create or determine an employment relationship.

10. Merchant responsibilities

A merchant may accept bookings only after written onboarding approval and only for services and locations it is authorised to provide. The merchant is responsible for keeping its trade and transport approvals, insurance, vehicles, driver permissions and business information current. It must promptly notify Carvana of a suspension, expiry, material change, safety incident or loss of required approval.

Keep service listings, availability, vehicle category, capacity, service area and pricing accurate.

Accept or reject requests promptly and fulfil confirmed bookings with authorised drivers and suitable vehicles.

Supervise, train, engage and pay drivers; maintain vehicles and insurance; and investigate incidents involving its service.

Provide a customer complaint channel, respond fairly, correct inaccurate booking/payment records and fund refunds or adjustments for which it is responsible.

Use customer and driver information only to provide, support, secure and document the booking or as otherwise permitted by law and the merchant agreement. Protect the information and promptly report suspected data incidents.

Give portal access only to authorised staff, protect credentials and remove access when no longer needed. Access only the merchant’s own records; do not attempt to access another merchant’s data.

Do not divert customers to avoid agreed platform charges, alter a confirmed fare without an agreed disclosed basis, or submit false trip or payment statuses.

Carvana may pause a merchant listing or account where reasonably needed to address an immediate safety, licensing, security, legal or material contractual risk. A pause is not a finding of fault. Where practicable, the merchant will receive a reason and a route to request review. Commercial fees, invoicing and merchant settlements are governed by the merchant’s signed agreement and schedule, not these customer terms.

11. Support, complaints, lost property and reviews

For booking issues, contact [email protected] and include the booking ID, date and a concise description. Do not email passwords, one-time codes or full payment card details. For an urgent safety risk, contact emergency services first. Lost property should be reported promptly through support. Any return is subject to reasonable identity and safety checks.

Reviews and messages must be truthful, relevant and respectful. Do not post personal data, threats, discriminatory material, confidential information, spam or unlawful content. Carvana may hide or remove content that violates these Terms or law and may investigate related complaints.

12. Chat and communications rules

In-app chat is for coordinating a booking, pickup, vehicle identification, accessibility needs, route changes, safety issues and support. Do not use it to threaten, harass, discriminate, impersonate, stalk, expose another person’s private information, advertise, send spam or bypass the confirmed fare or merchant relationship. Do not send passwords, verification codes, card security data, passport scans or unrelated sensitive information.

Authorised support or safety personnel may review relevant messages when needed to resolve a complaint, investigate a safety or security issue, prevent misuse or comply with law. We may limit messaging or account access after a proportionate review. Chat is not an emergency service and may not be continuously monitored. A booking change, payment, cancellation or refund is not accepted until confirmed in the app or by authorised support.

13. Personal information

We process information needed to operate accounts and bookings, including contact and account details, pickup and destination, stops, booking and trip records, driver/vehicle assignment, location when needed for a requested feature or active trip, support and chat messages, payment status, and app/security logs. We use it to match and perform bookings, provide support, reconcile payment reports, investigate complaints, protect users and comply with law.

We share the information needed for a booking with the assigned provider, driver and authorised support staff. We may also use service providers for hosting, maps, messaging, security and technical support; share information with payment providers where relevant; and disclose it to competent authorities where required by law. We do not sell personal information. Some service providers may process information outside the UAE subject to applicable legal safeguards.

We keep personal information only as long as reasonably needed for the service, support, security, dispute resolution and legal obligations, then delete or de-identify it where appropriate. Subject to applicable law, an individual may request access, correction or deletion, or raise a privacy concern by emailing [email protected]. We may need to verify identity and may retain information required by law or to resolve a claim. Device location permission can be managed in device settings; disabling it may limit location-dependent features. Marketing messages can be opted out using the provided method.

The app is intended for adult account holders. A parent or guardian must place and supervise bookings for minors. We do not ask children to create their own customer accounts.

14. Availability, suspension and account security

The app may be unavailable or delayed due to maintenance, network failure, emergency, security response or circumstances outside reasonable control. We may temporarily restrict an account or feature to protect users, investigate suspected account compromise, address non-payment, comply with law or respond to a material breach. Where practicable, we will provide the reason and a review route. A system flag or automated signal alone is not a final finding of misconduct.

Users must not reverse engineer, interfere with, overload, probe or attempt unauthorised access to the platform, another user’s account or another merchant’s records. Report suspected vulnerabilities or account compromise to [email protected]. These Terms do not disclose internal security controls or fraud-detection thresholds.

15. Intellectual property

Carvana and its licensors own or control the platform, software, brand and content. Users receive a limited, personal, revocable, non-transferable right to use the app for its intended lawful purpose. No other ownership or licence is granted. Users must not copy, sell, modify or exploit the platform except as permitted by law or with written permission.

16. Liability

Each party is responsible for its own acts, omissions and obligations. The provider identified on a booking is responsible for supplying that service, including its drivers, vehicles and operational compliance. Carvana is responsible for its own platform and for any service it directly supplies. Nothing in these Terms excludes or limits a right or liability that cannot lawfully be excluded or limited, including mandatory consumer protections, fraud, wilful misconduct, or liability for death or personal injury where exclusion is prohibited.

To the extent permitted by law, Carvana is not responsible for a separate merchant’s driving, vehicle or service performance solely because the booking was placed through the platform. This does not limit any responsibility the law places on Carvana or any right a customer has against the actual supplier.

17. Changes, complaints and governing law

We may update these Terms to reflect a service or legal change. We will display the revised version and its effective date in the app or on an official Carvana website. Where law requires renewed acceptance, the app will request it. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

These Terms are governed by the laws of the United Arab Emirates as applicable in the Emirate of Dubai. Disputes are subject to the competent courts of Dubai, without limiting mandatory consumer rights or any forum required by law. Contact us at [email protected].

18. Entire terms and language

These Terms, the booking details displayed at confirmation, the applicable Privacy Notice and any signed merchant or driver agreement form the applicable platform rules for the relevant relationship. If the app provides a service-specific condition, it applies to that service if shown before confirmation and consistent with law. The English version is provided for convenience; if an Arabic version is required or published, both versions should be legally reviewed and reconciled before use.