TERMS AND CONDITIONS OF DELFIN CONCIERGE SERVICES
1. GENERAL INFORMATION
These Terms and Conditions are set forth by Delfin App Services–FZCO, a corporation legally established in the United Arab Emirates, with the company registration number DSO-FZCO-35301. The company's registered office is located at Dubai Silicon Oasis, Dubai, IFZA Dubai Area 341041, AE. Delfin App Services–FZCO owns and operates a concierge service platform DELFIN (hereafter referred to as the "Delfin").
These Terms and Conditions dictate the use of our website, www.delfin.app (hereinafter referred to as the "Website"), and form a legally binding agreement between Delfin App Services–FZCO (hereafter referred to as "Delfin," "we," "us," "our") and the Customer (hereinafter also referred to as "you," "your"). By accessing our Website, You acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions. Should you disagree with any part of these Terms and Conditions, you will not be authorized to receive our Services and must cease using Delfin immediately.
In addition to these Terms and Conditions, You are obliged to read, understand, and agree to our Privacy Policy and Refund Policy, which are an integral part of these Terms and Conditions and should be interpreted in conjunction with them. Accepting our Privacy Policy signifies your consent to the collection and processing of your personal information in accordance with general data privacy regulations and relevant state data privacy laws. Our Privacy Policy is available on our Website and provides detailed information on how we handle personal data.
For further details about our Services and policies, please refer to the specific sections on our Website or contact us directly for assistance.
2. DEFINITIONS AND INTERPRETATION
This section of the Terms and Conditions outlines the definitions of key terms used throughout the document and provides guidance on how these Terms and Conditions should be interpreted.
2.1. Definitions:
2.2.1. The headings and titles used in these Terms and Conditions are for convenience only and do not limit or otherwise affect the terms herein.
2.2.2. The singular includes the plural and vice versa, and any gender includes all other genders, unless the context requires otherwise.
2.2.3. References to "including" or any similar expressions are to be construed as without limitation, meaning that the examples given are not an exhaustive list of all the possible items or circumstances that are covered by the term they elucidate.
2.2.4. References to any legislation or regulation include all amendments to it, re-enactments of it, legislative provisions substituted for it, and all regulations and statutory instruments issued under it.
2.2.5. References to the "parties" mean the Company and the Customer, and "party" refers to either one of them, as the context requires.
2.2.6. These definitions and interpretations are intended to clarify the terms used throughout the Terms and Conditions and ensure that the document is understood consistently by all parties involved.
3. DELFIN’S SERVICES
3.1. Scope of the Services:
3.1.1. Delfin extends its concierge Services beyond the traditional boundaries, offering a wide array of Services aimed at enhancing your daily life and travel experiences. Our comprehensive suite of Services includes but is not limited to:
3.1.3. Our commitment is to put reasonable business efforts to identify, recommend, secure, and render the Services in good faith. You acknowledge and agree that all Services provided by us are based on availability and booked in accordance with the needs and specifications you communicate to us.
3.1.4. Services can be booked via Website through chat with our operators by selecting the desired services package or offer. Upon processing your request, we will provide you with all relevant details about the requested Services, including materials, specifications, itineraries, proposals, roadmaps, timetables, etc., as necessary for your information and/or the execution of your request.
3.1.5. The execution of your request is contingent upon the confirmation of the availability of the Services from the Primary Providers and in accordance with their established timetables, schedules, procedures, and conditions.
3.1.6. We encourage you to retain all communication, including hard and digital copies of all documents, for your records.
3.1.7. All communications from our Company will primarily be conducted via chat with operator or via email. However, based on the nature of the Services requested and the preferences of the selected Primary Providers, certain documents may be sent by postal mail or express courier when necessary.
3.1.8. For inquiries related to our Services and booking conditions, you may contact us via chat with operator or email at info@delfin.app. All requests should be directed to the chat with operator or email for prompt and efficient Services.
3.2. Services Booking and Confirmation:
3.2.1. Access to our comprehensive array of Services is available through the Website, where you can select from our extensive offerings. Due to agreements with our Primary Providers, we are unable to provide itemized pricing breakdowns. Please be aware that some special services, items, requests, and amenities may not be immediately available for purchase, setup, delivery, or rendering, especially on short notice. Additional charges may apply for special orders, purchases, and services beyond their trip package allowance or if requested on short notice.
3.2.2. The initiation of your request for Service will occur once payment has been received. You will be provided with necessary documentation provided to us from Primary Providers as confirmation of your booking.
3.2.3. We will detail the cost of your requested package and any applicable fees. You will be informed of any accommodations, arrangements, flights, hotels, and activities included in your package.
3.2.4. It is your responsibility to carefully review the commercial offer and confirmation invoices and other documentation. If you find any errors or inaccuracies, it is imperative that you notify us immediately, as corrections may not be possible at a later stage.
3.2.5. If all payments, including any applicable surcharges, are not received within the specified timeframe from the date of your booking, we reserve the right to assume you wish to cancel your booking.
3.2.6. If we delay cancellation due to a promised payment that fails to materialize, cancellation fees may apply.
3.2.7. The Company reserves the right to adjust special fees (such as reservation fees, trip planning fees, Service charges, and last-minute surcharges) at any time, for any reason, provided that we notify you in advance of any such changes.
3.3. Events and Activities Booking:
3.3.1. Delfin does not directly perform most events and activities but instead acts to arrange, facilitate, or prioritize the products and/or services of Primary Providers, as well as collect payments on their behalf. The Primary Provider is fully responsible for the quality, availability, and delivery of its products and/or services.
3.3.2. Our role is limited to coordinating and facilitating access to the Primary Provider's products and/or services, including the collection of payments on their behalf. The Primary Provider bears full responsibility for the quality, availability, and fulfillment of its offerings.
3.3.3. You acknowledge that tickets, accommodations, and invitations to special or sold-out events may be acquired at a price above face value and are non-refundable. While we make every effort to secure these for you, we cannot guarantee that the Primary Provider will honor access or that these offerings will be immune to cancellation, postponement, or other changes.
3.3.4. Upon your request for specific tickets, accommodations, invitations, experiences, or other services we will invoice you for the total cost plus a Service charge fee (5-30% of the purchase price, where applicable), along with any other reasonable fees incurred. If you decide accept our proposal you recognize that the Services and any information provided to you are provided "as is" and "as available". By paying for our proposal you are accepting and agreeing to the proposal conditions, this Terms and Conditions and Refund policy of Delfin. If an event, activity, or experience is cancelled or postponed, refunds will be governed by the Primary Provider's terms, except that our Service fee is non-refundable.
3.4. 24/7 Operator’s Support:
3.4.1. Delfin App Services provides round-the-clock operator support to ensure you have access to assistance and information whenever you need it.
3.4.2. Our 24/7 operator support is designed to offer both informational support and help with Services, ensuring a seamless and convenient experience for all our clients.
3.4.3. Whether you need guidance on using our platform, assistance with planning and booking, or have questions about payment options, our dedicated team is here to provide you with the support you require at any time of the day or night.
3.5. Primary Providers of Services:
3.5.1. In addition to these Terms and Conditions, you are required to read, understand, and accept the terms and conditions of Primary Providers involved in fulfilling your requests. This includes, but is not limited to, booking terms and conditions. By agreeing to these Terms and Conditions, you authorize us to accept the terms and conditions of Primary Providers on your behalf.
3.5.2. The Company is responsible to you only within the scope of Services provision as outlined in these Terms and Conditions and is not liable for the actions or omissions of Primary Providers or any third parties, nor for the quality of their products and/or services.
3.5.3. The Company is not liable for any potential violations, actions, or omissions outside its scope of competence, including those of Primary Providers (e.g., modifications, cancellations, delays of flights, trains, buses, changes in quality/composition of service or tourist product, loss or damage of luggage and personal belongings, etc.). Nevertheless, we commit to providing prompt assistance in resolving disputes or addressing urgent issues that arise in connection with the services or products of Primary Providers, whether before, during, or after the your use of those services or products.
4. PAYMENT METHODS AND OPERATOR SUPPORT
4.1. Delfin accommodates a diverse clientele by accepting payments in AED, USD, EUR and alternative kind of currencies
4.2. All payments are processed and facilitated through collaborations with reputable, licensed Payment Providers. This approach allows us to focus on delivering exceptional concierge Services while ensuring that your transactions are handled securely and professionally by trusted Payments Providers specialized in financial processing. Our partnership with these trusted entities underscores our commitment to security, convenience, and customer satisfaction.
4.3. The payments through bank wire transfers and credit cards, including but not limited Visa and MasterCard, are required to be made using a card that corresponds to the primary cardholder's name, address, contact details, and a valid form of identification such as an ID or passport. This ensures a secure and verifiable transaction process.
4.4. Upon your request, Delfin will issue detailed payment invoices for the Services according to the model established by law. These invoices serve as your official record of the Services requested and the agreed-upon prices, providing clarity and transparency in our financial dealings.
4.5. Recognizing the diverse preferences of our clients, we remain open to discussing and accommodating other permitted by law payment methods on a case-by-case basis.
4.6. To further enhance your experience, Delfin offers round-the-clock operator support. Whether you need assistance with payments, have questions about our Services, or require help with any other aspect of our offerings, our dedicated team is here to provide you with the support you need, anytime, anywhere. Our commitment to 24/7 support is a testament to our dedication to your satisfaction and peace of mind.
4.7. Please, note, the Emirati Dirham is the official currency of the UAE, abbreviated officially as AED. Since Delfin is registered in the UAE the monetary amount expressed in the tax invoice format UAE must be converted into dirhams (AED). This is based on the exchange rate accepted by the UAE Central Bank on the date of supply of Services.
5. ALTERATIONS
5.1. Alterations at Your Initiative:
5.1.1. Should you wish to make amendments to your request or Service after receiving the confirmation invoice, it is crucial that you notify us immediately through chat with operator or email at info@delfin.app. For urgent adjustments, we also recommend a follow-up via chat with operator as promptly as possible, and no later than 3 days from the date of your booking or Service confirmation.
5.1.2. Changes and cancellations made to your booking after the confirmation of your Services may incur charges and are subject to our Refund policy.
5.1.3. If you seek to modify any aspect of your request or Services after we have initiated execution, we will endeavor to assist you, acknowledging that you will be liable for any cancellation fees imposed for the originally booked arrangements. Additionally, you will be responsible for the costs of new arrangements and any expenses incurred by us and our Primary Providers or their partners and agents in efforts to cancel, secure, or amend arrangements.
5.2. Alterations by the Company’s or Third Party’s Initiative:
5.2.1. In response to local, government, and global policies and requirements, occasional changes and corrections to our Website and Service details may be necessary before and after bookings have been confirmed. While most changes are minor and unlikely to impact your requests or the quality of our Services significantly, there may be instances where we must make material changes or even cancel confirmed bookings, reserving the right to do so.
5.2.2. In the event of a material change or cancellation of any Services, we will endeavor to inform you as soon as possible. Should such changes affect the level and quality of the Service provided, we are committed to offering suitable accommodations. If time allows before the commencement of your trip or Service, you will be presented with the following options:
6. LIMITATION OF LIABILITY
6.1. Delfin undertakes to provide Services with reasonable care and skill, adhering to the principles of diligence in accordance with the requests and instructions received from you. In the selection and engagement of Primary Providers for the procurement of products and/or services, Delfin commits to employing a standard of care consistent with professional conduct. Notwithstanding, Delfin expressly disclaims all representations or warranties, whether express or implied, to the fullest extent permitted by the laws of the United Arab Emirates and applicable international law, including but not limited to warranties of quality, merchantability, fitness for a particular purpose, or non-infringement in relation to the goods or services provided by suppliers or any third parties.
6.2. The availability of Primary Providers is subject to change and may fluctuate without prior notice. In circumstances where a Primary Provider becomes unavailable, Delfin shall endeavor to identify a substitute supplier within its extensive network, employing reasonable efforts. It is acknowledged by you that Delfin shall bear no responsibility for the actions or omissions of its Primary Providers, who are independent entities.
6.3. Delfin shall not be held liable for any goods or Services provided, modified, or canceled by a Primary Provider. Any contractual relationships formed with suppliers, whether directly or indirectly through Delfin acting in any representative capacity, shall be deemed independent of the Terms and Conditions herein. To the maximum extent permitted by law, Delfin disclaims liability for any direct, indirect, or consequential loss or damage incurred by you as a result of any act or omission of any Primary Providers.
6.4. Under no circumstances will Delfin be liable for any consequential, indirect, special, punitive, or incidental damages arising out of or related to these Terms and Conditions, the provision of Services, or the performance thereof, whether arising under contract, tort, negligence, strict liability, or any other legal or equitable theory, and regardless of whether such damages were foreseeable or the company had been advised of the possibility thereof. This exclusion includes but is not limited to loss of profit, loss of business, business interruption, or loss of business opportunity.
7. INSURANCE RECOMMENDATIONS AND RESPONSIBILITIES
7.1. Insurance Advisory:
7.1.1. Insurance Recommendation: you are emphatically advised to secure comprehensive travel insurance coverage at the point of booking their luxury travel or event arrangements. Such insurance should encompass personal liability, personal accident, loss or delay of baggage, medical expenses, cancellation, and other relevant travel contingencies. This measure is crucial for safeguarding against unforeseeable events and financial losses during your travel or event participation.
7.1.2. Your Responsibility and Risk Acknowledgement: you bear sole responsibility for any losses, injuries, deaths, or damages incurred by themselves, their family members, guests, dependents, or pets in relation to their participation in any trip, travel, reservation, or event organized through us. It is the your duty to ensure adequate insurance coverage is in place to mitigate such risks and potential financial burdens.
7.1.3. Liability Disclaimer and Insurance Procurement Guidance: Delfin expressly disclaims all liability for your losses, claims, or legal actions arising from their travel or event participation. You are strongly encouraged to procure suitable travel insurance from a reputable insurer following the booking of their trip. This insurance should offer comprehensive protection for the you and all accompanying travelers for the duration of the trip. To facilitate seamless travel planning, you are requested to provide Delfin with a copy of their insurance policy and the declaration page, if feasible.
7.2. Legal and Prudent Considerations:
7.2.1. It is a legal and prudent consideration for you to thoroughly review their insurance policy details, ensuring the coverage meets all expected needs and comprehensively addresses potential risks associated with their travel and activities.
7.2.2. You should be particularly diligent in verifying that their chosen insurance policy provides adequate coverage for medical emergencies, trip cancellations, personal liability, and any specific activities or experiences planned during their travel that may carry inherent risks.
7.2.3. In the context of legal and financial preparedness, this insurance advisory underscores the importance of risk management in travel and event participation. You are reminded of the significance of being proactive in safeguarding their well-being and financial investment in their travel experiences.
7.2.4. This insurance section is formulated to provide you with a robust framework for understanding responsibilities and the protective measures recommended to ensure a secure and enjoyable travel experience, in accordance with the high standards of care and diligence espoused by Delfin.
8. FORCE MAJEURE CLAUSE
8.1. Definition and Applicability:
8.1.1. Non-Liability for Force Majeure Events: Delfin, alongside any engaged Primary Providers, shall not be held liable nor deemed to have breached these Terms and Conditions for any failure to perform obligations herein, where such failure results directly from an event of force majeure. Such non-performance shall not be considered a basis for compensation claims or termination of these Terms and Conditions by the affected party.
8.1.2. Characterization of Force Majeure: For the purposes of this Terms and Conditions, a force majeure event shall be construed as any event or circumstance that is beyond the reasonable control, and not attributable to the negligence or intentional conduct, of the party affected, rendering the performance of their obligations as herein described impossible, despite the exercise of due diligence to prevent or mitigate such event. Force majeure encompasses, but is not limited to, the following occurrences:
8.2.1. Burden of Proof: The party invoking a force majeure event as a reason for the suspension of performance under these Terms and Conditions bears the onus of proving the causative link between the force majeure event and the inability to perform their obligations. This includes demonstrating that all reasonable measures were taken to avoid or mitigate the effects of the event and that timely and adequate notice of the event's occurrence or potential occurrence was provided to the other party.
8.2.2. Notification Requirement: Prompt communication regarding the likelihood or actual occurrence of a force majeure event is imperative. Such notice shall detail the nature of the event, its anticipated impact on the ability to fulfill contractual obligations, and any measures being taken to resume normal performance.
8.2.3. Diligence and Mitigation: Affected parties are expected to exercise reasonable diligence in monitoring for potential force majeure events and, upon their occurrence, take all practicable steps to minimize disruptions to contractual performance and mitigate damages resulting from such events.
8.3. This Force Majeure Clause is crafted in compliance with the legal principles governing contractual obligations and liabilities, providing a clear framework for the suspension of duties under extraordinary circumstances beyond the control of the parties involved in these Terms and Conditions.
9. REQUIRED TRAVEL DOCUMENTS
9.1. Responsibility for Travel Documents: it is your responsibility to ensure that passports maintain at least 6-month validity beyond the date of return and that visas, inoculation certificates, ID cards, travel insurance, and other necessary travel documents are prepared before your travel commences. We accept no liability for your failure to comply with these prerequisites and reserve the right, if applicable, to charge you for any costs incurred by us or other agencies and suppliers due to your non-compliance.
9.2. Obligation for Timeliness and Documentation: you are also responsible for punctuality and presence for check-ins for your flights, transportation, and reservations, as well as ensuring you are at the correct location at the right time for all your travel arrangements. It is your duty to verify that you and all members of your party possess all necessary IDs, travel documents, vaccination certifications, health cards, and other certificates before departure.
9.3. Liability for Failure to Comply: we bear no liability if you fail to meet these requirements, and no credit or refund will be provided for missed reservations or flights, or for lost or mislaid air tickets or other travel documents and health certificates. You are expected to act with reasonable care and comply with all local, state, federal, and international laws, including health, security, and safety regulations while traveling. You accept full responsibility for any incident, injury, damage, or loss caused by you to any supplier, service provider, contractor, company, employee, hotel, etc. Immediate payment for any such incident, damage, or loss (estimated if not immediately known) must be made directly to the relevant accommodation owner, manager, company, or other supplier/service provider.
9.4. Adjustment of Payments for Damages: should the actual cost of the loss or damage exceed the initially estimated amount paid by you, you are required to settle the difference once known. Conversely, if the actual cost is less than the amount paid, the difference will be refunded to you.
9.5. Subsequent Liabilities and Insurance: your actions may also make you liable for any claims made against us, as well as all costs we incur (including our own and the other party's full legal costs). It is advisable that you have appropriate travel and other forms of insurance to cover yourself and your guests in such scenarios. Regarding arrangements made with Primary Providers, their terms and conditions will apply, potentially requiring you to sign liability waivers, acknowledgments, or other documents. It is your responsibility to request, read, and understand these documents.
10. CODE OF CONDUCT
We reserve the right to terminate our Services immediately and cancel your arrangements without a refund, or, if necessary, to contact authorities, law enforcement, and other security services due to behaviors including, but not limited to, the following:
11. INTELLECTUAL PROPERTY RIGTHS
11.1. Delfin’s Intellectual Property Rights:
11.1.1.You hereby acknowledge and agree that the content presented on our Website and through our Services, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, and software, is protected under copyright, trademark, patent law, and other applicable proprietary rights and laws. Unauthorized use, including, but not limited to, the modification, distribution, copying, reproduction, or creation of derivative works from any content of our site, is strictly prohibited without explicit authorization from Delfin. This prohibition extends to reverse engineering, decompiling, or disassembling the Website or its underlying technologies, except to the extent such activities are expressly permitted under applicable law.
11.1.2. All copyrights relating to content and compilations included on the Website, as owned by Delfin, are vigorously protected and enforced. All rights pertaining to such intellectual property are reserved. The trademarks, trade names, service marks, logos, and service names associated with Delfin, which appear on the Website, are owned by Delfin and are protected under copyright and trademark laws. Unauthorized use of these marks and identifiers is forbidden without the express prior written consent of Delfin.
11.1.3. Your compliance with these Terms and Conditions safeguards the intellectual property rights of Delfin and contributes to fostering an environment of respect and legal integrity in the use of digital content and Services.
11.2. Third-Party Content:
11.2.1. The Website may feature links to or promote websites, applications, and content that are not under the ownership or direct control of Delfin, including materials from Primary Providers. Delfin does not undertake exhaustive investigations or evaluations regarding the accuracy, authenticity, reliability, safety, or completeness of such third-party content.
11.2.2. Delfin hereby explicitly disclaims any and all liability or responsibility for the content made available through external sites or via links hosted on our digital platform. Interactions or commercial transactions that occur between you and any external providers of products or services happen independently of Delfin, and are exclusively managed and conducted between you and the respective third parties. As such, Delfin does not engage in the oversight of these transactions and shall not bear any liability or responsibility for the consequences, whether direct or indirect, that emerge from your engagements with third-party content or providers. This disclaimer is put forth to clarify the boundaries of Delfin's responsibility with regard to third-party content and to inform users of our Website about the extent of our liability in such matters.
12. WAIVER
The non-exercise or the failure to enforce any rights or provisions stipulated in these Terms and Conditions by Delfin shall not be construed as a waiver or relinquishment of the opportunity to assert or rely upon such right or provision at any future time. A waiver of any right or provision under these Terms and Conditions shall only be considered valid and binding if it is explicitly acknowledged and confirmed by Delfin through a written document, duly authorized by an official representative of Delfin. Such a waiver shall only pertain to the specific instance addressed in the written document and shall not be interpreted as a broad or ongoing waiver of any other rights or provisions that may exist under these Terms and Conditions.
13. APPLICABLE LAW, JURISDICTION, AND DISPUTE RESOLUTION:
13.1. The Terms and Conditions set forth herein, which constitute the binding legal agreement between you and Delfin, shall be exclusively governed by, and interpreted in accordance with, the laws of the United Arab Emirates (UAE). These Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates for the resolution of any disputes, claims, or controversies arising out of or in connection with these Terms and Conditions or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate.
13.2. Dispute Resolution:
13.2.1. Negotiation and Mediation: In the event of a dispute arising from or related to these Terms and Conditions, both parties agree to engage in good faith negotiations to resolve the dispute amicably before resorting to litigation. Should these negotiations fail to result in a resolution within thirty (30) days of initiation, the parties agree to attempt to resolve the dispute through mediation, under the auspices of a mutually agreed upon mediator, in accordance with the mediation rules of the Dubai International Arbitration Centre (DIAC).
13.2.2. Arbitration: If mediation does not resolve the dispute, the parties shall submit the dispute to binding arbitration under the Rules of Arbitration of the Dubai International Arbitration Centre (DIAC). The arbitration shall be conducted by a sole arbitrator selected in accordance with the DIAC rules. The language of the arbitration shall be English, and the location of arbitration shall be Dubai, United Arab Emirates. The arbitrator's decision shall be final and binding on both parties, and the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
13.3. Confidentiality: All negotiations, mediations, and arbitration proceedings conducted under this section shall be kept confidential by both parties, except as required by law or necessary to enforce the terms of any final settlement or arbitration award.
14. TERM OF AGREEMENT
Engaging in Services provided by Delfin constitutes your acceptance of these Terms and Conditions, thereby establishing a binding contractual relationship from the moment of your booking and the confirmation thereof. These Terms and Conditions remain in effect until it is terminated either through your cancellation request or upon Delfin's completion of the Services.
15. CONTACT AND COMMUNICATION
For any inquiries or requests concerning our Services or these Terms and Conditions, you are encouraged to contact us via chat with operator or email at info@delfin.app. We are committed to providing timely and helpful responses to all your questions and concerns.
These Terms and Conditions are set forth by Delfin App Services–FZCO, a corporation legally established in the United Arab Emirates, with the company registration number DSO-FZCO-35301. The company's registered office is located at Dubai Silicon Oasis, Dubai, IFZA Dubai Area 341041, AE. Delfin App Services–FZCO owns and operates a concierge service platform DELFIN (hereafter referred to as the "Delfin").
These Terms and Conditions dictate the use of our website, www.delfin.app (hereinafter referred to as the "Website"), and form a legally binding agreement between Delfin App Services–FZCO (hereafter referred to as "Delfin," "we," "us," "our") and the Customer (hereinafter also referred to as "you," "your"). By accessing our Website, You acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions. Should you disagree with any part of these Terms and Conditions, you will not be authorized to receive our Services and must cease using Delfin immediately.
In addition to these Terms and Conditions, You are obliged to read, understand, and agree to our Privacy Policy and Refund Policy, which are an integral part of these Terms and Conditions and should be interpreted in conjunction with them. Accepting our Privacy Policy signifies your consent to the collection and processing of your personal information in accordance with general data privacy regulations and relevant state data privacy laws. Our Privacy Policy is available on our Website and provides detailed information on how we handle personal data.
For further details about our Services and policies, please refer to the specific sections on our Website or contact us directly for assistance.
2. DEFINITIONS AND INTERPRETATION
This section of the Terms and Conditions outlines the definitions of key terms used throughout the document and provides guidance on how these Terms and Conditions should be interpreted.
2.1. Definitions:
- "Company" refers to Delfin App Services–FZCO, a legal entity incorporated under the laws of the United Arab Emirates, with its registered office located in Dubai Silicon Oasis, Dubai, IFZA Dubai Area, 341041, AE.
- "Customer" or "you"/ "your" refers to any individual or entity that accesses the Website, engages with the Company for the provision of Services, or enters into a separate customer agreement with the Company.
- "Primary Providers" refers to third-party entities such as aviation and railway companies, accommodation facilities, transport firms, tour operators, and any other individuals or entities responsible for providing the primary service or product utilized by the Company in the arrangement of Services.
- "Services" refers to the concierge and related services provided by the Company, including but not limited to, organize, coordinate and plan all aspects of the trip(s), making travel arrangements, booking and ticketing services, rental transport services through our partnership network, personal services, VIP holiday planning, and packages of services for various needs and occasions.
- "Website" refers to the online platform operated by the Company, accessible at https://delfin.app/, through which the Company offers its Services.
- "Terms and Conditions" refers to this document, which includes the agreement, policies, procedures, and any amendments or supplements to it, governing the use of the Website and the provision of Services by the Company.
- "Payment Service Provider" – means a legal person that has been licensed in accordance with the UAE law to provide Retail Payment Services and has been included in the Register as per Article (73) of the Central Bank Law.
2.2.1. The headings and titles used in these Terms and Conditions are for convenience only and do not limit or otherwise affect the terms herein.
2.2.2. The singular includes the plural and vice versa, and any gender includes all other genders, unless the context requires otherwise.
2.2.3. References to "including" or any similar expressions are to be construed as without limitation, meaning that the examples given are not an exhaustive list of all the possible items or circumstances that are covered by the term they elucidate.
2.2.4. References to any legislation or regulation include all amendments to it, re-enactments of it, legislative provisions substituted for it, and all regulations and statutory instruments issued under it.
2.2.5. References to the "parties" mean the Company and the Customer, and "party" refers to either one of them, as the context requires.
2.2.6. These definitions and interpretations are intended to clarify the terms used throughout the Terms and Conditions and ensure that the document is understood consistently by all parties involved.
3. DELFIN’S SERVICES
3.1. Scope of the Services:
3.1.1. Delfin extends its concierge Services beyond the traditional boundaries, offering a wide array of Services aimed at enhancing your daily life and travel experiences. Our comprehensive suite of Services includes but is not limited to:
- Personalized travel arrangements, including planning and coordinating of booking and issuing air tickets, railway tickets, and ensuring accommodations in hotels, apartments, and hostels through our partners network in order to meet your specific requirements.
- Planning and coordinating exclusive rental transport services, offering a range of options from car rentals of any class to yacht, boat, private jets, and helicopter rentals, tailored to your preferences.
- Personal services to enrich your lifestyle, such as assisting in and coordinating restaurant bookings, ticket purchases for various events, and organizing flower and gift deliveries to make every occasion special.
- Crafting VIP holiday experiences with planning complex travel arrangements, including selecting and booking top-class hotels, arranging business and premium class flights, and ensuring fast track services at airports.
- An extensive array of travel services, provided through our partner network including but not limited to booking hotels, apartments, air tickets, rail tickets, bus tickets, cruises, transfer services, excursions, guides, and taxi services. we also coordinate through our partners the registration of SIM cards, online visa applications, and processing, as well as registration of additional services.
- Tailored packages of services designed for visiting conference & business events, general travel, or adapting in a new country of residence, providing a seamless and hassle-free experience.
3.1.3. Our commitment is to put reasonable business efforts to identify, recommend, secure, and render the Services in good faith. You acknowledge and agree that all Services provided by us are based on availability and booked in accordance with the needs and specifications you communicate to us.
3.1.4. Services can be booked via Website through chat with our operators by selecting the desired services package or offer. Upon processing your request, we will provide you with all relevant details about the requested Services, including materials, specifications, itineraries, proposals, roadmaps, timetables, etc., as necessary for your information and/or the execution of your request.
3.1.5. The execution of your request is contingent upon the confirmation of the availability of the Services from the Primary Providers and in accordance with their established timetables, schedules, procedures, and conditions.
3.1.6. We encourage you to retain all communication, including hard and digital copies of all documents, for your records.
3.1.7. All communications from our Company will primarily be conducted via chat with operator or via email. However, based on the nature of the Services requested and the preferences of the selected Primary Providers, certain documents may be sent by postal mail or express courier when necessary.
3.1.8. For inquiries related to our Services and booking conditions, you may contact us via chat with operator or email at info@delfin.app. All requests should be directed to the chat with operator or email for prompt and efficient Services.
3.2. Services Booking and Confirmation:
3.2.1. Access to our comprehensive array of Services is available through the Website, where you can select from our extensive offerings. Due to agreements with our Primary Providers, we are unable to provide itemized pricing breakdowns. Please be aware that some special services, items, requests, and amenities may not be immediately available for purchase, setup, delivery, or rendering, especially on short notice. Additional charges may apply for special orders, purchases, and services beyond their trip package allowance or if requested on short notice.
3.2.2. The initiation of your request for Service will occur once payment has been received. You will be provided with necessary documentation provided to us from Primary Providers as confirmation of your booking.
3.2.3. We will detail the cost of your requested package and any applicable fees. You will be informed of any accommodations, arrangements, flights, hotels, and activities included in your package.
3.2.4. It is your responsibility to carefully review the commercial offer and confirmation invoices and other documentation. If you find any errors or inaccuracies, it is imperative that you notify us immediately, as corrections may not be possible at a later stage.
3.2.5. If all payments, including any applicable surcharges, are not received within the specified timeframe from the date of your booking, we reserve the right to assume you wish to cancel your booking.
3.2.6. If we delay cancellation due to a promised payment that fails to materialize, cancellation fees may apply.
3.2.7. The Company reserves the right to adjust special fees (such as reservation fees, trip planning fees, Service charges, and last-minute surcharges) at any time, for any reason, provided that we notify you in advance of any such changes.
3.3. Events and Activities Booking:
3.3.1. Delfin does not directly perform most events and activities but instead acts to arrange, facilitate, or prioritize the products and/or services of Primary Providers, as well as collect payments on their behalf. The Primary Provider is fully responsible for the quality, availability, and delivery of its products and/or services.
3.3.2. Our role is limited to coordinating and facilitating access to the Primary Provider's products and/or services, including the collection of payments on their behalf. The Primary Provider bears full responsibility for the quality, availability, and fulfillment of its offerings.
3.3.3. You acknowledge that tickets, accommodations, and invitations to special or sold-out events may be acquired at a price above face value and are non-refundable. While we make every effort to secure these for you, we cannot guarantee that the Primary Provider will honor access or that these offerings will be immune to cancellation, postponement, or other changes.
3.3.4. Upon your request for specific tickets, accommodations, invitations, experiences, or other services we will invoice you for the total cost plus a Service charge fee (5-30% of the purchase price, where applicable), along with any other reasonable fees incurred. If you decide accept our proposal you recognize that the Services and any information provided to you are provided "as is" and "as available". By paying for our proposal you are accepting and agreeing to the proposal conditions, this Terms and Conditions and Refund policy of Delfin. If an event, activity, or experience is cancelled or postponed, refunds will be governed by the Primary Provider's terms, except that our Service fee is non-refundable.
3.4. 24/7 Operator’s Support:
3.4.1. Delfin App Services provides round-the-clock operator support to ensure you have access to assistance and information whenever you need it.
3.4.2. Our 24/7 operator support is designed to offer both informational support and help with Services, ensuring a seamless and convenient experience for all our clients.
3.4.3. Whether you need guidance on using our platform, assistance with planning and booking, or have questions about payment options, our dedicated team is here to provide you with the support you require at any time of the day or night.
3.5. Primary Providers of Services:
3.5.1. In addition to these Terms and Conditions, you are required to read, understand, and accept the terms and conditions of Primary Providers involved in fulfilling your requests. This includes, but is not limited to, booking terms and conditions. By agreeing to these Terms and Conditions, you authorize us to accept the terms and conditions of Primary Providers on your behalf.
3.5.2. The Company is responsible to you only within the scope of Services provision as outlined in these Terms and Conditions and is not liable for the actions or omissions of Primary Providers or any third parties, nor for the quality of their products and/or services.
3.5.3. The Company is not liable for any potential violations, actions, or omissions outside its scope of competence, including those of Primary Providers (e.g., modifications, cancellations, delays of flights, trains, buses, changes in quality/composition of service or tourist product, loss or damage of luggage and personal belongings, etc.). Nevertheless, we commit to providing prompt assistance in resolving disputes or addressing urgent issues that arise in connection with the services or products of Primary Providers, whether before, during, or after the your use of those services or products.
4. PAYMENT METHODS AND OPERATOR SUPPORT
4.1. Delfin accommodates a diverse clientele by accepting payments in AED, USD, EUR and alternative kind of currencies
4.2. All payments are processed and facilitated through collaborations with reputable, licensed Payment Providers. This approach allows us to focus on delivering exceptional concierge Services while ensuring that your transactions are handled securely and professionally by trusted Payments Providers specialized in financial processing. Our partnership with these trusted entities underscores our commitment to security, convenience, and customer satisfaction.
4.3. The payments through bank wire transfers and credit cards, including but not limited Visa and MasterCard, are required to be made using a card that corresponds to the primary cardholder's name, address, contact details, and a valid form of identification such as an ID or passport. This ensures a secure and verifiable transaction process.
4.4. Upon your request, Delfin will issue detailed payment invoices for the Services according to the model established by law. These invoices serve as your official record of the Services requested and the agreed-upon prices, providing clarity and transparency in our financial dealings.
4.5. Recognizing the diverse preferences of our clients, we remain open to discussing and accommodating other permitted by law payment methods on a case-by-case basis.
4.6. To further enhance your experience, Delfin offers round-the-clock operator support. Whether you need assistance with payments, have questions about our Services, or require help with any other aspect of our offerings, our dedicated team is here to provide you with the support you need, anytime, anywhere. Our commitment to 24/7 support is a testament to our dedication to your satisfaction and peace of mind.
4.7. Please, note, the Emirati Dirham is the official currency of the UAE, abbreviated officially as AED. Since Delfin is registered in the UAE the monetary amount expressed in the tax invoice format UAE must be converted into dirhams (AED). This is based on the exchange rate accepted by the UAE Central Bank on the date of supply of Services.
5. ALTERATIONS
5.1. Alterations at Your Initiative:
5.1.1. Should you wish to make amendments to your request or Service after receiving the confirmation invoice, it is crucial that you notify us immediately through chat with operator or email at info@delfin.app. For urgent adjustments, we also recommend a follow-up via chat with operator as promptly as possible, and no later than 3 days from the date of your booking or Service confirmation.
5.1.2. Changes and cancellations made to your booking after the confirmation of your Services may incur charges and are subject to our Refund policy.
5.1.3. If you seek to modify any aspect of your request or Services after we have initiated execution, we will endeavor to assist you, acknowledging that you will be liable for any cancellation fees imposed for the originally booked arrangements. Additionally, you will be responsible for the costs of new arrangements and any expenses incurred by us and our Primary Providers or their partners and agents in efforts to cancel, secure, or amend arrangements.
5.2. Alterations by the Company’s or Third Party’s Initiative:
5.2.1. In response to local, government, and global policies and requirements, occasional changes and corrections to our Website and Service details may be necessary before and after bookings have been confirmed. While most changes are minor and unlikely to impact your requests or the quality of our Services significantly, there may be instances where we must make material changes or even cancel confirmed bookings, reserving the right to do so.
5.2.2. In the event of a material change or cancellation of any Services, we will endeavor to inform you as soon as possible. Should such changes affect the level and quality of the Service provided, we are committed to offering suitable accommodations. If time allows before the commencement of your trip or Service, you will be presented with the following options:
- An alternative arrangement, with any differences in cost covered by us.
- A partial or full refund for the specific Service that was changed or canceled.
- A future credit equal to the value of your original booking, applicable toward a future request or Service.
6. LIMITATION OF LIABILITY
6.1. Delfin undertakes to provide Services with reasonable care and skill, adhering to the principles of diligence in accordance with the requests and instructions received from you. In the selection and engagement of Primary Providers for the procurement of products and/or services, Delfin commits to employing a standard of care consistent with professional conduct. Notwithstanding, Delfin expressly disclaims all representations or warranties, whether express or implied, to the fullest extent permitted by the laws of the United Arab Emirates and applicable international law, including but not limited to warranties of quality, merchantability, fitness for a particular purpose, or non-infringement in relation to the goods or services provided by suppliers or any third parties.
6.2. The availability of Primary Providers is subject to change and may fluctuate without prior notice. In circumstances where a Primary Provider becomes unavailable, Delfin shall endeavor to identify a substitute supplier within its extensive network, employing reasonable efforts. It is acknowledged by you that Delfin shall bear no responsibility for the actions or omissions of its Primary Providers, who are independent entities.
6.3. Delfin shall not be held liable for any goods or Services provided, modified, or canceled by a Primary Provider. Any contractual relationships formed with suppliers, whether directly or indirectly through Delfin acting in any representative capacity, shall be deemed independent of the Terms and Conditions herein. To the maximum extent permitted by law, Delfin disclaims liability for any direct, indirect, or consequential loss or damage incurred by you as a result of any act or omission of any Primary Providers.
6.4. Under no circumstances will Delfin be liable for any consequential, indirect, special, punitive, or incidental damages arising out of or related to these Terms and Conditions, the provision of Services, or the performance thereof, whether arising under contract, tort, negligence, strict liability, or any other legal or equitable theory, and regardless of whether such damages were foreseeable or the company had been advised of the possibility thereof. This exclusion includes but is not limited to loss of profit, loss of business, business interruption, or loss of business opportunity.
7. INSURANCE RECOMMENDATIONS AND RESPONSIBILITIES
7.1. Insurance Advisory:
7.1.1. Insurance Recommendation: you are emphatically advised to secure comprehensive travel insurance coverage at the point of booking their luxury travel or event arrangements. Such insurance should encompass personal liability, personal accident, loss or delay of baggage, medical expenses, cancellation, and other relevant travel contingencies. This measure is crucial for safeguarding against unforeseeable events and financial losses during your travel or event participation.
7.1.2. Your Responsibility and Risk Acknowledgement: you bear sole responsibility for any losses, injuries, deaths, or damages incurred by themselves, their family members, guests, dependents, or pets in relation to their participation in any trip, travel, reservation, or event organized through us. It is the your duty to ensure adequate insurance coverage is in place to mitigate such risks and potential financial burdens.
7.1.3. Liability Disclaimer and Insurance Procurement Guidance: Delfin expressly disclaims all liability for your losses, claims, or legal actions arising from their travel or event participation. You are strongly encouraged to procure suitable travel insurance from a reputable insurer following the booking of their trip. This insurance should offer comprehensive protection for the you and all accompanying travelers for the duration of the trip. To facilitate seamless travel planning, you are requested to provide Delfin with a copy of their insurance policy and the declaration page, if feasible.
7.2. Legal and Prudent Considerations:
7.2.1. It is a legal and prudent consideration for you to thoroughly review their insurance policy details, ensuring the coverage meets all expected needs and comprehensively addresses potential risks associated with their travel and activities.
7.2.2. You should be particularly diligent in verifying that their chosen insurance policy provides adequate coverage for medical emergencies, trip cancellations, personal liability, and any specific activities or experiences planned during their travel that may carry inherent risks.
7.2.3. In the context of legal and financial preparedness, this insurance advisory underscores the importance of risk management in travel and event participation. You are reminded of the significance of being proactive in safeguarding their well-being and financial investment in their travel experiences.
7.2.4. This insurance section is formulated to provide you with a robust framework for understanding responsibilities and the protective measures recommended to ensure a secure and enjoyable travel experience, in accordance with the high standards of care and diligence espoused by Delfin.
8. FORCE MAJEURE CLAUSE
8.1. Definition and Applicability:
8.1.1. Non-Liability for Force Majeure Events: Delfin, alongside any engaged Primary Providers, shall not be held liable nor deemed to have breached these Terms and Conditions for any failure to perform obligations herein, where such failure results directly from an event of force majeure. Such non-performance shall not be considered a basis for compensation claims or termination of these Terms and Conditions by the affected party.
8.1.2. Characterization of Force Majeure: For the purposes of this Terms and Conditions, a force majeure event shall be construed as any event or circumstance that is beyond the reasonable control, and not attributable to the negligence or intentional conduct, of the party affected, rendering the performance of their obligations as herein described impossible, despite the exercise of due diligence to prevent or mitigate such event. Force majeure encompasses, but is not limited to, the following occurrences:
- Natural disasters such as fires, floods, earthquakes, storms, hurricanes, or other severe weather conditions;
- War, invasions, acts of foreign enemies, extensive military mobilizations;
- Global pandemics, significant disease outbreaks;
- Acts of terrorism, civil unrest, insurrection, riot, rebellion;
- Government actions, including sanctions, embargoes, nationalization, or seizure without fault of the affected party;
- Significant labor disputes affecting third parties unrelated to this contract;
- Extended outages of electricity, telecommunications, or essential utility services, not attributable to the affected party.
8.2.1. Burden of Proof: The party invoking a force majeure event as a reason for the suspension of performance under these Terms and Conditions bears the onus of proving the causative link between the force majeure event and the inability to perform their obligations. This includes demonstrating that all reasonable measures were taken to avoid or mitigate the effects of the event and that timely and adequate notice of the event's occurrence or potential occurrence was provided to the other party.
8.2.2. Notification Requirement: Prompt communication regarding the likelihood or actual occurrence of a force majeure event is imperative. Such notice shall detail the nature of the event, its anticipated impact on the ability to fulfill contractual obligations, and any measures being taken to resume normal performance.
8.2.3. Diligence and Mitigation: Affected parties are expected to exercise reasonable diligence in monitoring for potential force majeure events and, upon their occurrence, take all practicable steps to minimize disruptions to contractual performance and mitigate damages resulting from such events.
8.3. This Force Majeure Clause is crafted in compliance with the legal principles governing contractual obligations and liabilities, providing a clear framework for the suspension of duties under extraordinary circumstances beyond the control of the parties involved in these Terms and Conditions.
9. REQUIRED TRAVEL DOCUMENTS
9.1. Responsibility for Travel Documents: it is your responsibility to ensure that passports maintain at least 6-month validity beyond the date of return and that visas, inoculation certificates, ID cards, travel insurance, and other necessary travel documents are prepared before your travel commences. We accept no liability for your failure to comply with these prerequisites and reserve the right, if applicable, to charge you for any costs incurred by us or other agencies and suppliers due to your non-compliance.
9.2. Obligation for Timeliness and Documentation: you are also responsible for punctuality and presence for check-ins for your flights, transportation, and reservations, as well as ensuring you are at the correct location at the right time for all your travel arrangements. It is your duty to verify that you and all members of your party possess all necessary IDs, travel documents, vaccination certifications, health cards, and other certificates before departure.
9.3. Liability for Failure to Comply: we bear no liability if you fail to meet these requirements, and no credit or refund will be provided for missed reservations or flights, or for lost or mislaid air tickets or other travel documents and health certificates. You are expected to act with reasonable care and comply with all local, state, federal, and international laws, including health, security, and safety regulations while traveling. You accept full responsibility for any incident, injury, damage, or loss caused by you to any supplier, service provider, contractor, company, employee, hotel, etc. Immediate payment for any such incident, damage, or loss (estimated if not immediately known) must be made directly to the relevant accommodation owner, manager, company, or other supplier/service provider.
9.4. Adjustment of Payments for Damages: should the actual cost of the loss or damage exceed the initially estimated amount paid by you, you are required to settle the difference once known. Conversely, if the actual cost is less than the amount paid, the difference will be refunded to you.
9.5. Subsequent Liabilities and Insurance: your actions may also make you liable for any claims made against us, as well as all costs we incur (including our own and the other party's full legal costs). It is advisable that you have appropriate travel and other forms of insurance to cover yourself and your guests in such scenarios. Regarding arrangements made with Primary Providers, their terms and conditions will apply, potentially requiring you to sign liability waivers, acknowledgments, or other documents. It is your responsibility to request, read, and understand these documents.
10. CODE OF CONDUCT
We reserve the right to terminate our Services immediately and cancel your arrangements without a refund, or, if necessary, to contact authorities, law enforcement, and other security services due to behaviors including, but not limited to, the following:
- Public indecency, racial slurs, battery, and assault;
- Threatening behavior towards oneself or others, or harassment of our employees, contractors, hotel staff, and other business and service providers;
- Illegal activities such as drug distribution or usage, prostitution, endangerment of minors;
- Violations of local, state, or federal laws, rules, and regulations;
- Suspicious activities, terrorism, possession of firearms, weapons, explosives, or prohibited devices;
- Involvement in riots, theft, damage to hotels, public or private properties.
11. INTELLECTUAL PROPERTY RIGTHS
11.1. Delfin’s Intellectual Property Rights:
11.1.1.You hereby acknowledge and agree that the content presented on our Website and through our Services, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, and software, is protected under copyright, trademark, patent law, and other applicable proprietary rights and laws. Unauthorized use, including, but not limited to, the modification, distribution, copying, reproduction, or creation of derivative works from any content of our site, is strictly prohibited without explicit authorization from Delfin. This prohibition extends to reverse engineering, decompiling, or disassembling the Website or its underlying technologies, except to the extent such activities are expressly permitted under applicable law.
11.1.2. All copyrights relating to content and compilations included on the Website, as owned by Delfin, are vigorously protected and enforced. All rights pertaining to such intellectual property are reserved. The trademarks, trade names, service marks, logos, and service names associated with Delfin, which appear on the Website, are owned by Delfin and are protected under copyright and trademark laws. Unauthorized use of these marks and identifiers is forbidden without the express prior written consent of Delfin.
11.1.3. Your compliance with these Terms and Conditions safeguards the intellectual property rights of Delfin and contributes to fostering an environment of respect and legal integrity in the use of digital content and Services.
11.2. Third-Party Content:
11.2.1. The Website may feature links to or promote websites, applications, and content that are not under the ownership or direct control of Delfin, including materials from Primary Providers. Delfin does not undertake exhaustive investigations or evaluations regarding the accuracy, authenticity, reliability, safety, or completeness of such third-party content.
11.2.2. Delfin hereby explicitly disclaims any and all liability or responsibility for the content made available through external sites or via links hosted on our digital platform. Interactions or commercial transactions that occur between you and any external providers of products or services happen independently of Delfin, and are exclusively managed and conducted between you and the respective third parties. As such, Delfin does not engage in the oversight of these transactions and shall not bear any liability or responsibility for the consequences, whether direct or indirect, that emerge from your engagements with third-party content or providers. This disclaimer is put forth to clarify the boundaries of Delfin's responsibility with regard to third-party content and to inform users of our Website about the extent of our liability in such matters.
12. WAIVER
The non-exercise or the failure to enforce any rights or provisions stipulated in these Terms and Conditions by Delfin shall not be construed as a waiver or relinquishment of the opportunity to assert or rely upon such right or provision at any future time. A waiver of any right or provision under these Terms and Conditions shall only be considered valid and binding if it is explicitly acknowledged and confirmed by Delfin through a written document, duly authorized by an official representative of Delfin. Such a waiver shall only pertain to the specific instance addressed in the written document and shall not be interpreted as a broad or ongoing waiver of any other rights or provisions that may exist under these Terms and Conditions.
13. APPLICABLE LAW, JURISDICTION, AND DISPUTE RESOLUTION:
13.1. The Terms and Conditions set forth herein, which constitute the binding legal agreement between you and Delfin, shall be exclusively governed by, and interpreted in accordance with, the laws of the United Arab Emirates (UAE). These Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates for the resolution of any disputes, claims, or controversies arising out of or in connection with these Terms and Conditions or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate.
13.2. Dispute Resolution:
13.2.1. Negotiation and Mediation: In the event of a dispute arising from or related to these Terms and Conditions, both parties agree to engage in good faith negotiations to resolve the dispute amicably before resorting to litigation. Should these negotiations fail to result in a resolution within thirty (30) days of initiation, the parties agree to attempt to resolve the dispute through mediation, under the auspices of a mutually agreed upon mediator, in accordance with the mediation rules of the Dubai International Arbitration Centre (DIAC).
13.2.2. Arbitration: If mediation does not resolve the dispute, the parties shall submit the dispute to binding arbitration under the Rules of Arbitration of the Dubai International Arbitration Centre (DIAC). The arbitration shall be conducted by a sole arbitrator selected in accordance with the DIAC rules. The language of the arbitration shall be English, and the location of arbitration shall be Dubai, United Arab Emirates. The arbitrator's decision shall be final and binding on both parties, and the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
13.3. Confidentiality: All negotiations, mediations, and arbitration proceedings conducted under this section shall be kept confidential by both parties, except as required by law or necessary to enforce the terms of any final settlement or arbitration award.
14. TERM OF AGREEMENT
Engaging in Services provided by Delfin constitutes your acceptance of these Terms and Conditions, thereby establishing a binding contractual relationship from the moment of your booking and the confirmation thereof. These Terms and Conditions remain in effect until it is terminated either through your cancellation request or upon Delfin's completion of the Services.
15. CONTACT AND COMMUNICATION
For any inquiries or requests concerning our Services or these Terms and Conditions, you are encouraged to contact us via chat with operator or email at info@delfin.app. We are committed to providing timely and helpful responses to all your questions and concerns.
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