Legal

Terms of Service

Effective: date on publicationLast updated: date on publication
Written for UAE law, including the Consumer Protection Federal Law No. 15 of 2020. Items highlighted like this are company-specific details to be completed by Tidii or UAE-qualified counsel before publishing. The vehicle-damage clause (Section 11) in particular must be finalised by counsel. This is not legal advice.

These Terms of Service ("Terms") govern your use of the Tidii mobile application and the car-wash and vehicle-care services booked through it (the "Service"). Please read them together with our Privacy Policy. They are written to comply with UAE law, including the Consumer Protection Federal Law No. 15 of 2020 and Cabinet Decision No. 66 of 2023.

1. Parties and acceptance (18+)

These Terms are an agreement between you and registered legal name (trade licence trade-licence number, registered at registered address) ("Tidii", "we", "us"). By creating an account or using the Service, you confirm you are at least 18 years old and accept these Terms. If you do not agree, do not use the Service.

2. The Service — Tidii as a first-party provider

Tidii provides on-demand car-wash and vehicle-care services. Tidii is a first-party provider: we are responsible for the quality of the services you book through the app. This is not a marketplace that merely introduces you to third parties — where a service we provide is defective, we stand behind it and offer the remedies in Sections 8 and 9.

3. Bookings, vehicle access, and no-shows

When you book, you select a service, a vehicle, an address, and a time slot. You agree to:

  • provide accurate vehicle and address details and ensure the vehicle is accessible to our technician at the booked time and place;
  • be reachable on the phone number on your account; and
  • remove valuables and personal items from the vehicle before service.

If our technician cannot access the vehicle, or you are not available, we may treat the booking as a no-show. A reasonable no-show fee may apply where the technician has already travelled to the location, as disclosed before or at booking.

4. Pricing, payment, and authorisation to charge

All prices are shown in UAE Dirhams (AED), inclusive of VAT where it applies, as stated at checkout. You can pay by card (processed by Stripe or Telr) or, where offered, by instalments via Tabby. By confirming a booking or subscription, you authorise Tidii (through its payment providers) to charge your selected method for the amount shown, including taxes and disclosed fees. If a payment fails, we may decline or cancel the booking.

5. Subscriptions and auto-renewal

We may offer subscription plans. Before you subscribe, we show you the plan price, billing period, that it auto-renews each cycle, the renewal price, and how to cancel. By subscribing, you authorise us to charge your card on file at each renewal until you cancel.

Subscription billing is handled by Tidii through Stripe — not by Apple, and it is not an in-app purchase managed by the App Store. You manage and cancel your subscription in the Tidii app. Cancellation takes effect at the end of the current paid period, and you keep access until that date.

6. Cancellations

  • Single bookings: cancel free of charge up until the cancellation window disclosed at booking (before the service begins). Cancelling within that window, or after the technician is dispatched, may incur a reasonable charge as disclosed.
  • Subscriptions: cancel any time, effective at the end of the current billing period — your plan stays active until then and does not auto-renew afterwards.

7. Wash credits and expiry

Where a subscription provides wash credits, each credit entitles you to one wash of the plan's service during the cycle. Unless stated otherwise, credits are valid until the end of the cycle in which they are granted and unused credits expire then. Credits have no cash value and are not transferable.

8. Refunds (Consumer Protection Law compliant)

Where a service has not yet been provided and you are entitled to a refund (an eligible cancellation, or a wash we could not deliver), we refund to your original payment method within a reasonable time. If a service is defective or not provided to the standard agreed, you are entitled, in line with UAE Consumer Protection Law, to have us redo the service, repair the issue, or refund you — we agree the right remedy with you. We do not treat payments as "non-refundable at our discretion".

9. Re-wash guarantee

As a first-party provider, we stand behind our work. If you are not satisfied with a wash for a reason within our control, contact us within re-wash window, e.g. 24 hours of the service and we will re-wash the vehicle at no additional charge, consistent with your remedies under UAE Consumer Protection Law. This guarantee is in addition to your statutory rights.

10. Your obligations and prohibited conduct

You agree to use the Service lawfully and not to: provide false information; book on behalf of a vehicle you are not authorised to present; misuse or interfere with the Service or attempt unauthorised access; resell the Service without consent; or use it in any way that harms Tidii, our technicians, or other users. We may suspend or terminate access for breach.

11. Vehicle damage and claims

Our technicians take care when handling your vehicle. So any claim can be assessed fairly, we may record the vehicle's condition (including photographs) before and after service. If you believe the Service caused damage:

  • Notify us within claim window, e.g. 24 hours of the service, using the in-app "Report a problem with this booking" flow or our support contact.
  • Provide reasonable evidence — a description and clear photographs of the affected area, so we can compare against our before/after record.
  • We investigate promptly and respond within response window, e.g. 7 days, handling valid claims under applicable UAE law and the remedies in Sections 8 and 9.
⚠ This clause (claim windows, evidence and inspection requirements, condition-record dispute process, and any exclusions such as pre-existing damage or items left in the vehicle) is the highest-risk clause and must be finalised by UAE-qualified counsel before publication.

12. Limitation of liability

To the maximum extent permitted by UAE law, Tidii is not liable for indirect, incidental, or consequential losses, and our total liability for any claim relating to a service is limited to the amount you paid for that service, save where a higher remedy is required by law. Nothing in these Terms excludes or limits liability that cannot be excluded under UAE law, including liability for death or personal injury caused by negligence, or for fraud or gross negligence. This does not affect your statutory consumer rights or the remedies in Sections 8 and 9.

13. Promotions and price changes

Promotional prices apply only for the stated period and terms. In line with UAE Consumer Protection Law and Cabinet Decision No. 66 of 2023, where we advertise a price reduction we honour the applicable rules — including, where required, maintaining the reduced price for at least one week and recognising a customer's right to the price difference within the period prescribed by law. We will not advertise misleading discounts.

14. Tabby (buy now, pay later)

Where you pay by instalments through Tabby, your instalment arrangement is a separate agreement between you and Tabby, subject to Tabby's own terms and eligibility checks. Tidii is responsible for the Service; Tabby is responsible for the financing. Missed instalments are governed by Tabby's terms.

15. Communications consent

By using the Service, you agree we may send transactional messages you need to use it (OTP codes and booking, payment, and subscription notices) by WhatsApp, SMS, push, or email. Marketing messages are optional and sent only with your consent, which you can withdraw any time without affecting the Service.

16. Suspension and termination

You may stop using the Service and delete your account at any time in the app. We may suspend or terminate access if you breach these Terms, if required by law, or to protect the Service or other users. On termination, the provisions that by their nature should survive — including payment obligations, Sections 8–13, and 17 — continue to apply.

17. Governing law, jurisdiction, and general terms

These Terms are governed by the laws of the United Arab Emirates, and you and Tidii submit to the jurisdiction of the Courts of Dubai (including, where appropriate, the Dubai consumer-protection authority). Confirm Tidii's licensing jurisdiction — mainland Dubai vs DIFC/ADGM — and adjust the governing law/forum accordingly.

General: If any provision is unenforceable, the rest remain in effect (severability). We are not liable for events beyond our reasonable control (force majeure). You may not assign these Terms without our consent; we may assign to a successor. These Terms with our Privacy Policy are the entire agreement regarding the Service. We may update them; for a material change we will update the Effective date and notify you before it takes effect, and continued use means acceptance.

Questions about these Terms? Contact [email protected].