Zameera Customer Terms & Conditions

1.1 These Customer Terms and Conditions (the "Terms") are a binding agreement between you and Zameera L.L.C-FZ, a limited liability company registered in Dubai, United Arab Emirates, with its registered office at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. ("Zameera", "we", "us", or "our").

1.2 These Terms govern your access to and use of the Zameera website, mobile applications, and related services that allow you to discover and book luxury activities, tours, and experiences worldwide (together, the "Zameera Platform").

1.3 By accessing or using the Zameera Platform, creating an account, or making a booking, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Zameera Platform.

1.4 Separate terms may apply to suppliers who list experiences on Zameera and to other partners. Those terms do not form part of these customer Terms.

2.1 Zameera operates as a luxury travel marketplace. We connect you with independent third party providers of activities, tours, and experiences (the "Suppliers"). Examples include yacht operators, aviation providers, tour companies, restaurants, hotels, and other local partners.

2.2 When you book an experience through the Zameera Platform:

• The contract for the experience itself (including its quality, safety, and delivery) is between you and the relevant Supplier (the "Supplier Contract").
• The contract for the use of the Zameera Platform and payment processing is between you and Zameera under these Terms.

2.3 Zameera acts as the merchant of record for your payment. This means we are the entity that charges your chosen payment method, issues the booking confirmation, and collects funds through our payment providers on behalf of the Supplier. The Supplier remains solely responsible for providing the experience to you.

2.4 Unless stated otherwise in mandatory law, Zameera is not a tour operator, travel agency, or provider of the experiences you book. We do not own or operate the experiences listed on the platform, and we do not supervise or manage Suppliers on the ground.

3.1 The Zameera Platform allows you to:

• browse and search curated luxury experiences
• view descriptions, photos, availability, and pricing provided by Suppliers
• make and manage bookings
• leave ratings and reviews after your experience.

3.2 These Terms apply to all use of the Zameera Platform and to all bookings of experiences made through Zameera by consumers for personal, non-commercial purposes.

3.3 These Terms currently do not govern:

• any future membership programmes, subscription services, or concierge services that may be launched by Zameera
• gift cards or vouchers, unless expressly stated in a dedicated gift card policy.

Separate terms may be introduced for those services in the future.

4.1 You must be at least 18 years old and have the legal capacity to enter into a binding contract to:

• register an account on the Zameera Platform
• make a booking
• accept these Terms.

4.2 Minors under 18 may participate in an experience only if:

• participation by minors is permitted by the Supplier and any age restrictions published in the listing are satisfied, and
• they are accompanied and supervised by a parent, legal guardian, or another responsible adult who made the booking and who is fully responsible for them.

4.3 You must provide accurate, complete, and current information when creating an account or making a booking. You are responsible for keeping your account credentials secure and for all activity that occurs under your account.

4.4 You must not create accounts using false identities or on behalf of others without their permission, and you must not share your login credentials with any third party.

5.1 When you select an experience, choose your dates and options, provide required information, and proceed through checkout, you make a booking request.

5.2 A binding booking is formed when you receive a booking confirmation from Zameera by email or through the Zameera Platform. At that point:

• a Supplier Contract arises between you and the Supplier, based on the experience description, Supplier-specific terms (including cancellation policies), and any other information provided at checkout, and
• a contract between you and Zameera arises for the Zameera Platform services and payment handling under these Terms.

5.3 The information displayed on the Zameera Platform (including availability, descriptions, photos, and prices) is provided primarily by Suppliers. We seek to ensure that information is accurate and up to date, but we cannot guarantee that errors will never occur. Obvious errors or mistakes (including typographical errors) are not binding.

5.4 You are responsible for reviewing all details of the experience and the applicable Supplier policy before confirming your booking.

6.1 Prices shown on the Zameera Platform are set by Suppliers and may be shown inclusive or exclusive of applicable taxes, fees, and charges. The breakdown will be presented during checkout where possible.

6.2 Depending on your location and the Supplier's location, additional local taxes, resort fees, or mandatory charges may apply and may be payable directly to the Supplier at the time of the experience. Where we are aware of such charges, we will seek to display them, but ultimate responsibility for compliance with local tax and fee obligations lies with you and the Supplier.

6.3 Currency: Prices may be displayed in different currencies for convenience. The currency in which you will be charged will be indicated at checkout. If your payment method is issued in a different currency, your bank or payment provider may apply currency conversion and fees.

6.4 Promotional codes and discounts may be subject to additional terms, including validity windows, minimum spend, or restrictions on eligible experiences.

7.1 Full payment at booking. The full amount of the booking, including any applicable taxes and charges shown at checkout, is due and payable at the time you complete the booking.

7.2 Payment providers. We use third party payment service providers, including Stripe Connect, to process payments. By providing your payment details, you authorise Zameera and our payment providers to charge your selected payment method for the total amount due and to collect, hold, and distribute funds in accordance with these Terms and the applicable Supplier policies.

7.3 Funds flow.

• Zameera charges your payment method as merchant of record at checkout.
• The transaction is processed through Stripe or another authorised provider, where funds are held and then allocated between the Supplier and Zameera.
• The Supplier receives the agreed portion of the booking amount.
• Zameera receives its commission and applicable fees.

7.4 You confirm that you are authorised to use the payment method provided and that the payment information is correct. If a payment is declined, you may not be able to complete the booking.

7.5 Zameera may, in its discretion or in cooperation with payment providers, implement fraud prevention measures, including temporary holds, verification steps, or cancellation of bookings suspected to involve fraud or unauthorised activity.

8.1 Supplier policies govern. For now, all cancellations, changes, and refunds are governed by the specific cancellation and change policy of the Supplier for that experience. This policy will be presented during the booking process and referenced in your booking confirmation.

8.2 It is your responsibility to:

• read and understand the applicable Supplier policy before you book, and
• ensure that the policy fits your needs, especially for non-refundable or partially refundable rates.

8.3 If you wish to cancel or change a booking, you must follow the instructions set out in your booking confirmation or in your Zameera account. In many cases, cancellations and changes must be made directly through the Zameera Platform in order to be valid.

8.4 Whether you are entitled to a refund, and in what amount, depends on:

• the Supplier's cancellation and change policy
• the timing of your request, and
• any non-refundable elements disclosed during booking.

8.5 Zameera may assist in communicating with the Supplier, but the decision on whether a refund is due, and in what amount, is ultimately determined by the Supplier policy, unless mandatory consumer law requires otherwise.

8.6 Unless expressly stated, there is no separate legal "cooling off" period for travel and leisure services booked for a specific date or period.

9.1 If you fail to appear at the agreed time and location without cancelling per the applicable policy, you may be treated as a no show. In this case:

• the Supplier is entitled to retain the full price of the booking in accordance with its policy, and
• you are not entitled to a refund unless the Supplier's policy provides otherwise or mandatory law requires it.

9.2 You are responsible for verifying:

• the meeting point and time
• any local transport or access requirements, and
• any documents, tickets, or confirmations you must present.

9.3 If you anticipate that you will be late, you should contact the Supplier and Zameera (where possible) as early as you can. Any accommodation of late arrival or rebooking is at the Supplier's discretion and subject to availability.

10.1 Suppliers may, on occasion, need to cancel or significantly alter an experience due to reasons such as:

• weather conditions
• safety considerations
• operational or technical issues
• local regulations, or
• force majeure events beyond reasonable control (for example natural disasters, strikes, terrorism, or significant political events).

10.2 If a Supplier cancels your booking or cannot deliver the experience as booked, the default remedies will be:

• a full refund of the total amount you paid through Zameera for that booking, including any Platform Service Fee, or
• a rebooking to another date or a similar experience of comparable value, where available and acceptable to you.

10.3 Any additional compensation, credits, or alternative arrangements beyond this are at the sole discretion of Zameera and/or the Supplier and are not guaranteed.

10.4 Zameera is not liable for any costs that are not directly related to the booking itself, such as flights, accommodation, visas, or other arrangements you have made in connection with the experience.

11.1 On top of the price set by the Supplier for the experience you book, Zameera may charge you a platform service fee of 5% of that price (the "Platform Service Fee").

11.2 The Platform Service Fee is charged by Zameera as consideration for your use of the Zameera Platform, including:

• access to curated luxury experiences and content
• secure payment processing, and
• customer support relating to your booking.

11.3 The Platform Service Fee will be clearly displayed during checkout before you confirm the booking.

11.4 Unless required by law or unless explicitly stated otherwise, the Platform Service Fee is non refundable, even where the Supplier's own price is refunded, except in cases where the entire booking is cancelled by the Supplier or Zameera and no part of the experience is delivered. In those cases, the Platform Service Fee will also be refunded as part of the full refund described in section 10.2.

12.1 Zameera charges Suppliers a commission on each completed booking. As of now, the standard commission is 10% of the price set by the Supplier for that booking (excluding the Platform Service Fee), payable by the Supplier.

12.2 The commission is deducted from the booking proceeds held by our payment provider and is not charged as an additional fee to you beyond the Platform Service Fee described above.

13.1 You must comply with all:

• instructions, rules, and conditions set by the Supplier
• safety guidelines and health restrictions, and
• any local regulations or requirements applicable to the experience.

13.2 You are responsible for ensuring that you, and any participants included in your booking:

• are physically and mentally fit to participate in the experience
• meet all minimum age, height, weight, skill, or certification requirements
• bring any required documentation (for example identification, tickets, confirmation emails, visas, licences), and
• have appropriate insurance coverage where relevant (for example travel, health, or sports insurance).

13.3 If a Supplier reasonably believes that your behaviour, condition, or non compliance with requirements creates a risk to you, other guests, staff, or property, they may refuse participation or remove you from the experience. In such cases, you may not be entitled to a refund.

13.4 You are responsible for any damage you intentionally or negligently cause to property or equipment belonging to a Supplier or to third parties during the experience.

14.1 Many experiences are highly visual and it is natural to want to capture them. However, content creation must respect Supplier rules and local laws.

14.2 Unless expressly prohibited by the Supplier, you may take personal photos and videos during an experience, provided you do not:

• interfere with safety or operations
• disturb other guests, or
• violate privacy, cultural norms, or local regulations.

14.3 Bringing additional photographers, videographers, or influencers to an experience is normally treated as adding extra participants. They must:

• be included in the booking and paid for at the applicable rate, or
• be expressly agreed in writing with the Supplier in advance on terms they approve.

14.4 If an experience listing or a Supplier expressly forbids photography or recording, or restricts it to certain areas or times, you must comply. Suppliers may enforce these rules, including by asking you to stop recording or to delete sensitive content.

15.1 After an experience, you may be invited to leave a review, rating, or other content on the Zameera Platform ("User Content").

15.2 By submitting User Content, you grant Zameera a worldwide, non exclusive, royalty free, transferable, and sublicensable licence to use, reproduce, modify, translate, distribute, display, and publish that content in connection with the Zameera Platform and our business, including for marketing and quality control, in any media, for as long as the content is available on our systems.

15.3 You remain responsible for your User Content and you confirm that:

• it is accurate and based on your genuine experience
• you have all necessary rights to post it, and
• it does not infringe any third party rights, contain unlawful, harmful, defamatory, or offensive material, or breach confidentiality.

15.4 Zameera may, but is not obliged to, monitor, edit, or remove User Content that we consider to be inappropriate, misleading, in breach of these Terms, or harmful to Zameera, Suppliers, or other users.

16.1 You may use the Zameera Platform only for personal, non commercial purposes and in compliance with these Terms and applicable laws.

16.2 You agree not to:

• use the Zameera Platform for any unlawful purpose or to arrange illegal activities
• resell, deep link, or commercially exploit any part of the Zameera Platform or any experience without our prior written consent
• make speculative, false, or fraudulent bookings
• scrape, copy, or harvest content, prices, or data using automated means, except where expressly allowed by us
• interfere with the proper functioning or security of the Zameera Platform
• circumvent any restrictions or controls implemented by Zameera or our partners
• impersonate any person or misrepresent your affiliation with Zameera, Suppliers, or other users.

16.3 We may suspend or terminate your access to the Zameera Platform, cancel bookings, or take other appropriate action if we reasonably believe that you have breached these Terms, engaged in fraud or abuse, or caused harm to Zameera, Suppliers, or other users.

17.1 You are solely responsible for meeting all travel related requirements necessary to take part in an experience, including:

• visas, passports, and entry permits
• health certificates, vaccinations, or tests
• compliance with customs, immigration, and security regulations.

17.2 If you are denied entry, boarding, or participation because you have not met these requirements, you are not entitled to a refund from Zameera, unless the Supplier policy or applicable mandatory law provides otherwise.

18.1 All content on the Zameera Platform, including design, logos, trademarks, text, images, videos, software, and other materials, is owned by or licensed to Zameera or its licensors and is protected by intellectual property laws.

18.2 You are granted a limited, non exclusive, non transferable, revocable licence to access and use the Zameera Platform for personal, non commercial purposes only, in accordance with these Terms.

18.3 You must not:

• copy, reproduce, modify, distribute, or publicly display any part of the Zameera Platform or its content, except as permitted under these Terms or by law
• use any Zameera trademark or branding without our prior written consent.

19.1 The Zameera Platform and all content are provided on an "as is" and "as available" basis, without any warranty that they will be error free or uninterrupted.

19.2 To the maximum extent permitted by law, Zameera:

• does not warrant, endorse, or guarantee the quality, safety, suitability, legality, or availability of any experience, and
• is not responsible for acts, errors, omissions, representations, warranties, breaches, or negligence of any Supplier or third party.

19.3 You acknowledge that participation in certain experiences (for example aviation activities, water sports, adventure activities, motor sports, or other physically demanding services) may involve inherent risks. You accept these risks and agree that your participation is voluntary.

19.4 Nothing in these Terms excludes or limits any warranties or rights that cannot be excluded or limited under applicable mandatory consumer protection laws.

20.1 To the maximum extent permitted by law, Zameera and its directors, officers, employees, and affiliates shall not be liable for:

• any indirect, incidental, special, punitive, or consequential damages
• loss of profits, revenue, business, goodwill, or data
• any injury, death, property damage, or other losses arising out of or in connection with an experience, which remain the responsibility of the Supplier.

20.2 Subject always to mandatory law, the total aggregate liability of Zameera to you, whether in contract, tort (including negligence), or otherwise, arising out of or in connection with a booking or your use of the Zameera Platform, is limited to the total amount you paid through Zameera for the specific booking giving rise to the claim.

20.3 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused directly by our gross negligence
• fraud or fraudulent misrepresentation, or
• any other liability that cannot lawfully be excluded or limited.

21.1 To the extent permitted by law, you agree to indemnify and hold harmless Zameera and its directors, officers, employees, and affiliates from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising out of or in connection with:

• any breach by you of these Terms or of Supplier policies
• any misuse of the Zameera Platform, or
• any violation of the rights of a third party by you or by any person using your account.

22.1 Your personal data is processed in accordance with our Privacy Policy, which explains what data we collect, how we use it, and your rights.

22.2 By using the Zameera Platform and making bookings, you consent to the collection, use, and sharing of your personal data as described in the Privacy Policy, including:

• sharing relevant booking data with Suppliers to fulfil your booking, and
• sharing necessary information with payment providers, fraud prevention services, and authorities where required by law.

23.1 The Zameera Platform may contain links to websites, apps, content, or services provided by third parties. These are provided for your convenience and do not represent an endorsement by Zameera.

23.2 Zameera has no control over, and is not responsible for, the content, privacy practices, or services of third party sites or providers. Your use of those sites or services is at your own risk and subject to their terms and policies.

24.1 Zameera may modify, update, or discontinue parts of the Zameera Platform from time to time, including features, content, and availability.

24.2 We may update these Terms to reflect changes in law, our services, or our business. When we do so, we will post the updated Terms on the Zameera Platform and update the "Last updated" date at the top.

24.3 Where required by law, or where changes are material, we may also notify you by email or through the Zameera Platform. Continued use of the Zameera Platform after the updated Terms become effective constitutes your acceptance of the revised Terms.

25.1 These Terms and any dispute or claim arising out of or in connection with them, your use of the Zameera Platform, or any booking made through Zameera, shall be governed by the laws of the Dubai International Financial Centre (DIFC), Dubai, United Arab Emirates, without regard to conflict of laws principles.

25.2 Subject to any mandatory consumer rights you may have in your country of residence, the courts of the DIFC shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms or your use of the Zameera Platform.

25.3 All proceedings shall be conducted in the English language.

25.4 If you are a consumer resident in a country where local consumer protection laws require that disputes may also be brought before the courts of your place of residence, you may be entitled to bring claims in those courts.

26.1 If any provision of these Terms is found to be invalid or unenforceable, that provision shall be applied to the fullest extent permitted by law and the remaining provisions shall remain in full force and effect.

26.2 Our failure to enforce any right or provision under these Terms shall not constitute a waiver of that right or provision.

26.3 You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Zameera may assign or transfer its rights and obligations under these Terms, in whole or in part, to an affiliate or in connection with a merger, acquisition, corporate reorganisation, or sale of assets.

26.4 Headings are for convenience only and do not affect interpretation.