Last updated: 26 July 2026

SSM Chauffeurs LLC is committed to treating customers fairly and protecting their rights in accordance with applicable consumer-protection laws in the United Arab Emirates.

This page explains what customers can expect when requesting, booking or using our chauffeur services.

Right to Clear and Accurate Information

Customers have the right to receive clear information about the requested service before confirming a booking.

We aim to provide accurate information regarding:

• The type of chauffeur service requested.
• Pickup and drop-off details.
• The selected vehicle or vehicle category.
• The scheduled date and time.
• The quoted price and known additional charges.
• Important booking, cancellation and refund conditions.

Customers should review their quotation and booking confirmation and ask for clarification if any information is unclear.

Right to Transparent Pricing

Customers have the right to know the price of the service before making payment.

Our quotations may be based on the journey distance, duration, pickup time, selected vehicle, number of passengers, luggage, waiting time, additional stops and special requirements.

Any additional charge resulting from a customer-requested change should be communicated before it is added whenever reasonably possible.

Right to Choose

Customers have the right to review the available service and vehicle options and make an informed choice without misleading information or unfair pressure.

Vehicle availability is subject to confirmation. If a material change is required after confirmation, we will communicate the available options whenever reasonably possible.

Right to Quality and Professional Service

Customers have the right to receive a service that reasonably matches the confirmed booking description.

SSM Chauffeurs aims to provide:

• Professionally coordinated chauffeur services.
• Clean and well-maintained vehicles.
• Courteous and respectful customer service.
• Reasonable care for passenger comfort and safety.
• Timely communication concerning significant booking changes.

Journey times may be affected by traffic, weather, road closures, airport procedures or other circumstances outside our reasonable control.

Right to Fair and Respectful Treatment

Every customer should be treated fairly, respectfully and without unlawful discrimination.

Customers may request reasonable assistance when making a booking or communicating their travel requirements. We will make reasonable efforts to accommodate requests based on availability, operational capability and applicable safety requirements.

Right to Privacy

Customers have the right to expect their personal information to be handled responsibly.

Information submitted through our website, booking forms, email, telephone or other communication channels will be handled according to our Privacy Policy and applicable UAE data-protection requirements.

Customers can review our Privacy Policy and Cookie Policy for more information.

Cancellation and Refund Rights

Customers may cancel a booking according to our Cancellation & Refund Policy:

• A cancellation made at least 24 hours before the scheduled pickup time is eligible for a full refund.
• A cancellation made less than 24 hours before the scheduled pickup time is normally non-refundable.
• Approved refunds are processed within seven calendar days, although bank or payment-provider processing times may vary.

These conditions do not limit any additional rights that may apply under mandatory UAE law or the Customer Satisfaction Guarantee below.

Customer Satisfaction Guarantee

In addition to the customer’s rights under UAE law and our general booking terms, SSM Chauffeurs provides an additional Customer Satisfaction Guarantee.

When the vehicle and chauffeur arrive for pickup, the customer may decline to begin the journey if:

• The customer is not satisfied with the vehicle presented.
• The vehicle is materially different from the confirmed vehicle or category.
• The customer is not comfortable with the assigned chauffeur.
• The vehicle has a cleanliness, condition, mechanical or safety issue.
• Another significant service issue prevents the journey from being provided as reasonably expected.

The customer may choose either:

• A suitable replacement vehicle or chauffeur, where one is available; or
• Immediate cancellation of the affected booking with a full refund.

If the customer chooses to cancel for one of these reasons before the journey begins, the customer will receive a full refund regardless of the normal 24-hour cancellation deadline.

If a vehicle problem or serious service issue arises after the journey has started and SSM Chauffeurs cannot provide a reasonable replacement, in this case, the customer may end the journey and request a full reimbursement for the affected booking.

The customer should report the concern immediately at pickup or as soon as the issue becomes apparent. This allows our team to document the concern and offer an appropriate solution.

If the customer accepts a replacement vehicle or chauffeur and the journey is completed, the booking will be considered fulfilled unless another service issue occurs.

Approved reimbursements will be returned to the original payment method within seven calendar days. The customer’s bank or payment provider may require additional time for the funds to appear.

Right to Raise a Complaint

Customers have the right to raise a question, concern or complaint about their booking or service.

To help us investigate, please provide:

• The customer’s full name.
• The booking reference / Invoice number.
• The date and details of the journey.
• A clear description of the concern.
• Any relevant supporting information.
• The preferred resolution.

Email: ride@ssmchauffeurs.ae
Telephone: +971 56 190 8059
Website: https://ssmchauffeurs.ae

We will review complaints fairly and aim to respond as promptly as reasonably possible.

Right to Seek Further Assistance

If a concern cannot be resolved directly with SSM Chauffeurs, the customer may contact the appropriate consumer-protection authority in the United Arab Emirates.

The UAE Government’s official consumer-protection information lists the Ministry of Economy and Tourism consumer-support number as 800 1222. Customers may also contact the relevant local consumer-protection authority for their emirate.

Customer Responsibilities

To help us provide the confirmed service, customers are responsible for:

• Providing accurate booking and contact information.
• Reviewing the quotation before confirming.
• Arriving at the agreed pickup location on time.
• Informing us promptly about changes or cancellations.
• Reporting vehicle or chauffeur concerns immediately.
• Following reasonable safety instructions.
• Treating chauffeurs, staff and vehicles respectfully.

Applicable Law

Nothing on this page is intended to exclude or limit any consumer right that cannot legally be excluded under UAE law.

If any part of this page conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.