Terms of Use
Kingswell Services - FZCO
Last Updated: 18/5/2026
1. Introduction and Acceptance:
a. These Terms of Use / Terms and Conditions (“Terms”) govern access to and use of the
Platform and Services operated, managed, or made available by Kingswell Services -
FZCO (“Kingswell”, “we”, “us”, or “our”).
b. These Terms apply to all users accessing Kingswell through any channel, including
Kingswell’s website, Telegram mini app, WhatsApp service channel, social media,
referral links, QR codes, mobile/web application, checkout/payment interface, customer
support channel, or any other digital or communication channel.
c. By clicking accept, continuing past a Terms acceptance banner, accessing the Platform,
providing your phone number, submitting a Request, requesting a quotation, confirming
a Booking, making payment, communicating with Kingswell, receiving or using any
Services, or otherwise interacting with Kingswell through any Platform or
communication channel, you confirm that you have read, understood, accepted, and
agreed to be legally bound by these Terms and Kingswell’s Privacy Policy.
d. Your access to, continued use of, or receipt of any Services from Kingswell constitutes
your express acceptance of these Terms, whether such access or use occurs through the
website, Telegram mini app, WhatsApp service channel, payment link, referral link, QR
code, mobile/web application, social media channel, or any other Kingswell-approved
channel.
e. If you do not agree to these Terms, you must not access the Platform, submit requests,
make bookings, make payments, communicate service instructions, or use Kingswell’s
Services.
f. These Terms are intended to be legally binding and enforceable under applicable UAE
laws, including UAE civil, commercial, consumer protection, data protection,
cybercrime, electronic transaction, and relevant UAE regulatory principles.
2. Identity of Kingswell:
a. Kingswell is: KINGSWELL SERVICES - FZCO
Registered Address: DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, UAE
Licensed Activity: Services Provision Brokerage Via Electronic Media
b. Kingswell operates as a concierge, service coordination, and electronic services
brokerage platform based in Dubai, UAE.
3. Definitions:
a. “Platform” means Kingswell’s website, Telegram mini app, WhatsApp service channel,
mobile/web application, social media channels, QR codes, referral links,
checkout/payment flows, customer support systems, and related digital infrastructure.
b. “Services” means Kingswell’s concierge, electronic brokerage, marketplace,
coordination, facilitation, communication, request handling, booking management,
provider assignment, quality control, payment collection, provider settlement, customer
support, and related services.
c. “User”, “Client”, “you”, and “your” mean any person or entity accessing or using the
Platform, submitting a request, making a booking, paying for services, or receiving
services.
d. “Third-Party Provider” or “Service Provider” means any independent provider,
supplier, contractor, vendor, operator, technician, delivery provider, automotive support
provider, yacht operator, tour operator, cleaning provider, maintenance provider,
gift/flower provider, or other third party introduced, assigned, engaged, or coordinated
through Kingswell.
e. “Request” means a service inquiry, order, quotation request, booking request,
instruction, support request, complaint, amendment request, cancellation request, or
other communication submitted to Kingswell.
f. “Booking” means a service arrangement confirmed by Kingswell, the Third-Party
Provider, or the relevant service flow, subject to availability, payment, provider
acceptance, these Terms, and any service-specific conditions.
g. “Fees” means all amounts payable in connection with Services, including service
charges, provider charges, commissions, margins, mark-ups, deposits, prepayments,
cancellation charges, administrative fees, premium concierge fees, payment fees, delivery
charges, VAT, taxes, and third-party charges.
h. “Content” means any text, message, image, photograph, video, document, review,
feedback, instruction, attachment, complaint, evidence, or other material submitted or
shared by a User.
4. Platform Description:
a. Kingswell provides access to multiple service categories through a centralised digital
service platform.
b. The Platform may support:
i. client communication;
ii. service request handling;
iii. provider identification and assignment;
iv. booking management;
v. payment collection;
vi. provider settlement;
vii. service updates;
viii. customer support;
ix. quality control;
x. complaint escalation; and
xi. service workflow management.
c. Kingswell’s service categories may include:
i. Lifestyle Services, including flower and gift delivery, yacht bookings, luxury
experiences, tours, curated excursions, lifestyle arrangements, and concierge
support;
ii. Home Services, including cleaning, general maintenance, AC servicing and
maintenance, home repair, and property-related support services; and
iii. Automotive Services, including car selection and sourcing, vehicle registration
support, vehicle inspection coordination, vehicle-related documentation support,
and related coordination.
d. Kingswell may add, suspend, amend, limit, discontinue, or restructure service categories
at any time.
5. Kingswell’s Role as Intermediary and Coordinator:
a. Kingswell operates primarily as an intermediary, concierge, coordinator, facilitator,
service manager, payment handler, and electronic services brokerage platform.
b. Unless expressly stated in writing, Kingswell is not the direct provider of the underlying
services requested by Users.
c. Most underlying services are performed by independent Third-Party Providers.
d. Kingswell’s role may include receiving Requests, communicating with Users, sourcing or
assigning providers, coordinating provider availability, communicating instructions,
collecting payments, issuing invoices, monitoring service status, supporting quality
control, assisting with complaints, and settling providers.
e. Kingswell’s coordination, quality control, complaint support, or payment handling does
not convert Kingswell into the employer, agent, partner, insurer, guarantor,
representative, or principal of any Third-Party Provider.
f. Third-Party Providers are independent third parties and are not Kingswell employees,
agents, partners, joint venturers, representatives, or subsidiaries unless expressly
confirmed in writing by Kingswell.
g. Kingswell may assist in resolving complaints or arranging remedial action without
admitting liability and without assuming responsibility for provider acts, omissions,
negligence, delay, misconduct, regulatory non-compliance, poor workmanship, defective
service, property damage, or non-performance.
h. Kingswell shall not be responsible or liable for any behaviour, conduct, action, omission,
negligence, misconduct, delay, failure, breach, unlawful act, regulatory non-compliance,
damage, loss, injury, dispute, or other issue caused by, arising from, or attributable to
any independent Third-Party Provider, including its personnel, employees,
subcontractors, drivers, technicians, operators, agents, or representatives. The User
acknowledges that any such conduct remains the responsibility of the relevant
Third-Party Provider, and Kingswell’s coordination, payment collection, complaint
support, or quality control shall not constitute an assumption of liability by Kingswell.
6. Eligibility and Capacity:
a. By using the Platform, you confirm that:
i. you have legal capacity to enter into binding transactions;
ii. you are of legal age under applicable law;
iii. you have authority to act on behalf of any person, company, household, property
owner, vehicle owner, passenger, recipient, or entity for whom you request
Services;
iv. your use of the Platform is lawful; and
v. you will comply with these Terms and applicable UAE laws.
b. Kingswell may refuse, restrict, suspend, or cancel access or Services where it has reason
to believe that capacity, authority, lawful purpose, payment ability, or required approvals
are absent.
7. Access Through Digital Channels:
a. Users may discover or access Kingswell through Telegram, WhatsApp, social media,
referral links, QR codes, direct website access, mobile/web application functionality, and
other channels.
b. Access through Telegram, WhatsApp, Meta, payment gateways, browsers, app stores, or
other third-party platforms may be subject to third-party terms and policies.
c. Kingswell is not responsible for third-party platform outages, message delays, account
restrictions, blocked accounts, data handling practices, payment failures, system
changes, technical errors, or security incidents beyond Kingswell’s reasonable control.
d. Kingswell may change, replace, migrate, suspend, or discontinue any access channel or
functionality at any time.
8. Phone Number Requirement:
a. A valid phone number is required to proceed with most service flows.
b. Without a valid phone number, Kingswell may be unable to process your Request,
confirm service details, assign providers, send updates, issue payment links, process
payments, handle complaints, or provide support.
c. Where you provide a phone number through Telegram, WhatsApp, manual entry, or any
other method, you confirm that you own or are authorised to use that number.
d. Kingswell may rely on communications sent to or received from your provided phone
number.
9. User Information Accuracy:
a. You must provide accurate, complete, current, and non-misleading information.
b. This includes names, phone numbers, locations, delivery addresses, access instructions,
building approvals, payment details, vehicle details, property details, documents,
photographs, recipient details, booking details, complaint evidence, and special
instructions.
c. Kingswell and Third-Party Providers may rely on information provided by you without
independently verifying every detail.
d. Kingswell shall not be liable for failed services, delays, incorrect deliveries, additional
charges, rejected requests, missed bookings, authority rejection, payment issues,
provider errors, cancellation, or losses arising from inaccurate, incomplete, delayed, or
misleading information.
10. Service Requests and Booking Process:
a. The user journey may include:
i. discovering Kingswell through Telegram, WhatsApp, social media, referral links,
QR codes, or website access;
ii. entering the Telegram mini app, WhatsApp flow, website, or other digital
channel;
iii. accepting the Terms;
iv. viewing the main menu;
v. selecting a service category;
vi. providing a phone number;
vii. selecting a service;
viii. submitting service details;
ix. receiving a quotation, payment request, confirmation, or follow-up;
x. paying immediately or after service completion, depending on the service type;
xi. receiving updates through Telegram, WhatsApp, or other channels; and
xii. completing, amending, cancelling, rescheduling, or escalating the service where
applicable.
b. Submission of a Request does not guarantee acceptance, provider assignment,
availability, timing, price, booking confirmation, or successful completion.
c. A Booking is confirmed only when Kingswell, the Third-Party Provider, or the relevant
Platform flow confirms it and any required payment, deposit, prepayment, information,
documents, or approvals have been received.
d. Kingswell may reject, delay, amend, clarify, suspend, or cancel any Request where
information is incomplete, payment is pending, service is unavailable, risk exists,
provider approval is pending, required documents are missing, or the request is outside
Kingswell’s scope.
e. By submitting a Request, confirming a Booking, proceeding with a service flow,
communicating service instructions, or accepting services arranged through Kingswell,
you confirm that you are using Kingswell’s Services subject to these Terms and that you
agree to be legally bound by them.
11. Provider Assignment and Replacement:
a. Kingswell may select, assign, replace, suspend, remove, or reject Third-Party Providers
at its discretion.
b. Provider assignment may depend on availability, service type, location, timing, pricing,
capacity, quality history, provider acceptance, operational suitability, regulatory
requirements, and safety considerations.
c. Kingswell does not guarantee that any specific provider will be available or assigned.
d. Kingswell may replace a provider before or during service where reasonably necessary
due to provider unavailability, non-performance, delay, safety concerns, quality issues,
complaints, pricing changes, regulatory issues, or operational requirements.
12. Service Availability:
a. Services are subject to availability, provider acceptance, timing, location, weather, traffic,
access permissions, third-party stock, operator policies, regulatory requirements,
payment completion, and operational feasibility.
b. Kingswell does not guarantee that any service, provider, product, vehicle, yacht,
experience, flower arrangement, delivery slot, inspection time, registration support, or
quoted price will always remain available.
c. Kingswell may amend, suspend, delay, cancel, or refuse Services where performance
becomes unavailable, impractical, unsafe, unlawful, commercially unreasonable, or
outside Kingswell’s reasonable control.
13. Pricing and Quotations:
a. Prices displayed, estimated, quoted, or communicated may be indicative until final
confirmation.
b. Final pricing may depend on provider rates, service scope, urgency, location, access
requirements, materials, goods, spare parts, permits, parking, tolls, fuel, third-party fees,
timing, VAT, taxes, and client instructions.
c. Kingswell may revise pricing where third-party costs, provider charges, access
requirements, client instructions, service scope, regulatory requirements, or operational
conditions change.
d. Unless expressly stated otherwise, quotations do not include additional works,
variations, government charges, fines, third-party fees, VAT, taxes, payment processing
fees, parking, tolls, or cancellation charges.
e. Kingswell may, at its sole discretion, introduce, amend, or apply service fees,
commissions, mark-ups, margins, deposits, prepayments, subscriptions, corporate
account fees, premium concierge fees, administrative charges, payment-related charges,
and cancellation charges, subject to applicable law.
14. Payment Terms:
a. Depending on the service type, Kingswell may require:
i. full payment in advance;
ii. partial prepayment;
iii. deposit;
iv. payment through checkout;
v. payment by payment link;
vi. payment after service completion;
vii. corporate account billing;
viii. subscription payment; or
ix. direct payment to a Third-Party Provider where approved.
b. Kingswell may collect payment from Users and settle Third-Party Providers separately.
c. Where direct payment to a provider is permitted, such payment must not be used to
circumvent Kingswell’s fees, commissions, margins, or commercial rights.
d. You must pay all Fees when due without set-off, withholding, counterclaim, deduction,
or delay unless required by applicable law.
e. Failure to pay may result in cancellation, suspension, refusal of service, withholding of
support, account restriction, debt recovery, legal action, and recovery of costs.
f. Kingswell reserves the right, at its sole discretion, to amend, adjust, increase, reduce,
introduce, remove, or restructure any Fees, service charges, commissions, margins,
mark-ups, deposits, prepayments, administrative fees, cancellation charges, premium
concierge fees, subscription fees, corporate account fees, payment-related charges, or
any other charges applicable to the Platform or Services at any time, subject to applicable
UAE law. Any revised Fees shall apply to new Requests, Bookings, renewals,
subscriptions, service changes, or continued use of the Services after such revised Fees
are communicated, published, displayed, invoiced, or otherwise made available by
Kingswell.
g. By making or authorising any payment, deposit, prepayment, payment link transaction,
checkout transaction, or payment after service completion, you confirm your acceptance
of these Terms, the applicable service conditions, and any payment, cancellation, refund,
or provider-related conditions applicable to the relevant Service.
15. Payment Gateway Terms;
a. Online payments may be processed through Stripe or any replacement payment gateway
selected by Kingswell.
b. Payment processing may be subject to payment gateway terms, bank rules, card issuer
rules, fraud screening, compliance checks, and payment network rules.
c. Kingswell is not responsible for payment gateway outages, rejected payments, delayed
settlements, frozen funds, chargeback decisions, bank delays, card issuer decisions, fraud
screening, payment holds, or processing errors beyond Kingswell’s reasonable control.
d. You must not initiate false, abusive, or improper chargebacks.
e. Kingswell may suspend Services, recover Fees, claim costs, and take legal action in
connection with chargebacks, payment reversals, fraud, suspected misuse, or
non-payment.
f. Kingswell shall not be responsible or liable for any loss, delay, failed transaction,
duplicated charge, rejected payment, payment hold, settlement delay, frozen funds,
chargeback, refund delay, bank reversal, card issuer decision, fraud screening outcome,
account restriction, currency conversion difference, processing fee, technical failure,
system outage, unauthorised payment activity, or any other payment-related issue
caused by or attributable to any payment gateway, bank, card issuer, card network,
payment processor, third-party technology provider, or the User’s own payment method,
except to the extent such liability cannot be excluded under applicable UAE law. The
User remains responsible for ensuring that payment is successfully completed and
received by Kingswell in cleared funds.
g. Where any payment is reversed, disputed, charged back, withheld, delayed, cancelled, or
not received by Kingswell in cleared funds for any reason, Kingswell may, without
liability, suspend, cancel, refuse, delay, or withhold the relevant Services, recover any
outstanding Fees, deduct any applicable costs or charges, and pursue any legal or
contractual remedies available to Kingswell under these Terms and applicable law.
16. Invoicing and Electronic Records:
a. Kingswell may issue invoices, receipts, payment requests, confirmations, and notices
electronically.
b. You agree that electronic records, acceptance logs, chat messages, payment
confirmations, invoices, platform records, call records, and system records may be relied
upon as evidence of instructions, acceptance, bookings, payments, communications,
amendments, cancellations, and complaints.
c. You must promptly raise any invoice or payment query. Failure to raise a timely
objection may be treated as acceptance of the relevant invoice or charge, subject to
applicable law.
17. VAT and Taxes:
a. Fees may be subject to VAT, taxes, government charges, duties, levies, or similar charges.
b. Unless expressly stated otherwise, prices may be exclusive of VAT and taxes.
c. You are responsible for paying all applicable VAT, taxes, fines, penalties, government
fees, bank charges, provider charges, and third-party charges connected with your
Request.
18. Deposits, Prepayments, and Service Fees:
a. Kingswell may require deposits, prepayments, booking fees, service fees, administrative
fees, cancellation fees, or premium concierge fees.
b. These amounts may be used to secure provider availability, purchase goods, reserve
slots, procure materials, cover administrative work, cover payment fees, compensate
providers, or protect Kingswell from cancellation risk.
c. Deposits, prepayments, booking fees, and administrative fees may be non-refundable in
whole or in part depending on service type, timing, provider policy, costs incurred, and
Kingswell’s review.
d. For the avoidance of doubt, all deposits, prepayments, booking fees, service fees,
administrative fees, cancellation fees, premium concierge fees, and any other amounts
payable under this Clause 18 shall be treated as Fees for the purposes of these Terms and
shall be subject to Clause 14 (Payment Terms). Accordingly, Kingswell may, at its sole
discretion and subject to applicable UAE law, require, amend, adjust, increase, reduce,
introduce, remove, or restructure such amounts at any time, and the User shall remain
responsible for paying all such amounts when due.
19. Cancellation, Amendment, Rescheduling, and No-Shows:
a. Cancellation, amendment, rescheduling, and no-show rules depend on service category,
timing, provider policy, third-party costs, goods purchased, provider availability, and
Kingswell’s review.
b. You must submit cancellation or amendment requests as early as possible through
Kingswell’s official communication channel.
c. Kingswell may, at his sole discretion, reject, limit, or condition cancellation, amendment,
or rescheduling where:
i. a provider has been assigned;
ii. a provider is en route or has arrived;
iii. goods have been purchased;
iv. flowers, gifts, tickets, yacht slots, tours, or experiences have been reserved;
v. third-party costs have been incurred;
vi. the service is time-sensitive;
vii. provider policy restricts cancellation;
viii. administrative work has been completed; or
ix. payment gateway or bank charges have been incurred.
d. No-shows, late arrivals, failure to answer calls/messages, incorrect location details, lack
of access, missing documents, missing approvals, or refusal of service at the location may
result in cancellation without refund and/or additional charges.
20. Refund Policy:
a. Refunds are not automatic.
b. Refund eligibility is reviewed case by case and may depend on:
i. service category;
ii. cancellation timing;
iii. provider policy;
iv. costs already incurred;
v. goods purchased;
vi. work already performed;
vii. administrative work completed;
viii. payment gateway charges;
ix. bank charges;
x. service evidence;
xi. user conduct;
xii. complaint timing; and
xiii. Kingswell’s reasonable assessment.
c. Refunds may be issued as full refunds, partial refunds, credits, replacement services,
remedial support, or other commercially reasonable solutions at Kingswell’s discretion.
d. Kingswell may deduct provider charges, third-party costs, goods costs, administrative
fees, payment processing fees, cancellation fees, and any amounts already incurred.
e. Refund processing timelines depend on payment gateways, banks, card issuers, and
payment networks.
f. Kingswell shall have the sole discretion to determine whether any refund request is
applicable, approved, partially approved, rejected, reduced, conditioned, or replaced
with service credit, remedial support, replacement service, or any other commercially
reasonable solution. The User acknowledges that refunds are not automatic and that
Kingswell’s decision may take into account the service category, timing of the request,
provider policy, third-party costs incurred, goods or services already procured, work
already performed, payment gateway fees, administrative costs, User conduct,
supporting evidence, and any other circumstances Kingswell considers relevant.
21. Third-Party Provider Policies:
a. Certain services may be subject to Third-Party Provider terms, cancellation policies,
refund policies, safety rules, operator policies, access requirements, age restrictions,
identification requirements, insurance limitations, and regulatory rules.
b. You must comply with all applicable provider policies.
c. Kingswell is not responsible for provider refusal, cancellation, delay, misconduct,
negligence, non-performance, regulatory breach, defective performance, property
damage, poor workmanship, or failure, except to the extent liability cannot be excluded
under applicable UAE law.
22. Client Obligations:
a. You must:
i. provide accurate and complete information;
ii. pay all Fees when due;
iii. respond promptly to Kingswell and providers;
iv. provide lawful and safe access to locations;
v. obtain building, landlord, owner, community, management, security, RTA,
authority, or third-party approvals where required;
vi. secure valuables, fragile items, cash, jewellery, confidential documents, pets,
children, vulnerable persons, and sensitive property;
vii. disclose hazards, defects, risks, access issues, parking limitations, building rules,
or safety matters;
viii. ensure that instructions are lawful and clear;
ix. treat Kingswell personnel and providers respectfully;
x. avoid misuse of the Platform;
xi. avoid circumvention;
xii. comply with UAE laws, public order, morality, cybercrime, privacy, consumer
protection, and content restrictions; and
xiii. cooperate with complaints, investigations, and dispute handling.
b. You are responsible for losses, delays, cancellations, charges, claims, fines, complaints,
or legal issues arising from your breach of these obligations.
23. Home Services:
a. For home services, you must ensure:
i. accurate service location details;
ii. building/community access approvals;
iii. parking/access arrangements;
iv. safe working conditions;
v. availability of water, electricity, AC access, or utilities where needed;
vi. presence of an authorised adult where required;
vii. supervision of pets, children, and vulnerable persons;
viii. disclosure of pre-existing defects or risks;
ix. securing of valuables and fragile items; and
x. immediate reporting of complaints with evidence.
b. Kingswell is not responsible for lost valuables, unsecured items, undisclosed risks,
pre-existing defects, hidden defects, fragile items, lack of access, building refusal,
unauthorised entry issues, or user failure to prepare the location.
c. Delayed complaints may be rejected or limited where verification is no longer practical.
d. The User acknowledges and agrees that home services may be performed by independent
Third-Party Providers and that Kingswell’s role is limited to coordination, facilitation,
communication, payment handling, quality control, and complaint support. Accordingly,
Kingswell shall not be responsible or liable for any behaviour, conduct, action, omission,
negligence, misconduct, delay, failure, breach, damage, loss, injury, poor workmanship,
defective service, property damage, theft, unauthorised act, safety incident, or other issue
caused by, arising from, or attributable to any Third-Party Provider, including its
employees, cleaners, technicians, subcontractors, drivers, agents, representatives, or
personnel. The User further acknowledges and agrees that any issue, concern, complaint,
behaviour, misconduct, dispute, loss, or damage arising from or relating to a Third-Party
Provider shall remain the responsibility of that Third-Party Provider.
24. Automotive Services:
a. Kingswell is not a vehicle dealer, seller, buyer, broker regulated for vehicle sales, insurer,
bank, finance provider, RTA authority, testing authority, valuation authority, repair
garage, warranty provider, or guarantor of vehicle condition unless expressly agreed in
writing.
b. Automotive services may involve coordination, sourcing support, inspection
coordination, registration support, documentation support, and communication with
third parties.
c. Kingswell does not guarantee:
i. vehicle availability;
ii. vehicle condition;
iii. mileage accuracy;
iv. accident history;
v. valuation accuracy;
vi. registration success;
vii. RTA approval;
viii. insurance approval;
ix. finance approval;
x. absence of fines, encumbrances, hidden defects, mechanical faults, electrical
faults, or prior damage;
xi. seller honesty;
xii. suitability for purpose; or
xiii. future resale value.
d. Vehicle inspections may be limited in scope and may not identify every defect, hidden
defect, accident history, structural issue, mileage issue, electronic fault, flood damage,
repair history, or future maintenance issue.
e. You remain responsible for independent due diligence before purchasing, selling,
registering, insuring, or relying on any vehicle.
f. For registration-related services, you may be required to provide Emirates ID, driving
licence, Mulkiya, vehicle details, insurance information, and other documents. Missing
or inaccurate documents may result in delay, rejection, cancellation, or additional fees.
25. Yacht, Tour, and Luxury Experience Services:
a. Yacht bookings, tours, excursions, and luxury experiences may be provided by
independent operators.
b. Such services may be subject to operator terms, safety rules, weather, sea conditions,
availability, permits, tourism rules, passenger conduct requirements, and cancellation
policies.
c. Kingswell does not guarantee weather, sea conditions, route availability, operator
availability, vessel availability, itinerary completion, entry approvals, or third-party
permits.
d. Late arrival, unsafe behaviour, intoxication, passenger misconduct, missing
identification, capacity breaches, or breach of operator rules may result in refusal,
cancellation, early termination, or additional charges without refund.
e. The User acknowledges and agrees that yacht bookings, tours, excursions, luxury
experiences, and related activities may be operated, managed, controlled, or performed
by independent Third-Party Providers, including yacht operators, tour operators, venue
operators, transport providers, event providers, guides, crew, captains, drivers, security
personnel, and other third-party personnel. Kingswell’s role is limited to coordination,
facilitation, communication, booking support, payment handling, and complaint
support. Accordingly, Kingswell shall not be responsible or liable for any behaviour,
conduct, action, omission, negligence, misconduct, delay, cancellation, refusal of entry,
route change, safety incident, injury, loss, damage, accident, regulatory issue, permit
issue, weather-related issue, sea condition, operator decision, vessel substitution, service
disruption, or any other issue caused by, arising from, or attributable to any independent
Third-Party Provider, except to the extent liability cannot be excluded under applicable
UAE law.
f. The User further acknowledges and agrees that participation in yacht bookings, tours,
excursions, luxury experiences, marine activities, transport arrangements, venue access,
and related activities may involve inherent risks, including risks relating to weather, sea
conditions, movement of vessels, boarding and disembarkation, passenger conduct,
third-party safety procedures, operator rules, delays, cancellations, and regulatory
restrictions. The User accepts such risks to the maximum extent permitted under
applicable UAE law and agrees to comply with all safety instructions, operator rules,
capacity limits, age restrictions, identification requirements, dress codes, conduct
requirements, and applicable laws. Kingswell shall not be liable for any loss, injury,
damage, delay, cancellation, refusal, or additional cost arising from the User’s breach of
such requirements or from circumstances outside Kingswell’s reasonable control.
26. Delivery, Gift, and Flower Services:
a. Flower, gift, and delivery services are subject to stock availability, supplier availability,
seasonal variation, delivery timing, recipient availability, address accuracy, building
access, traffic, weather, and third-party delivery constraints.
b. Images may be illustrative only. Actual products, flowers, colours, packaging, size, brand,
or presentation may vary.
c. Kingswell may substitute unavailable items with reasonably similar items unless the
User expressly prohibits substitution before confirmation.
d. Kingswell is not responsible for failed delivery caused by incorrect address, recipient
unavailability, refusal to accept delivery, security refusal, restricted access, incomplete
instructions, traffic, weather, third party provider, or circumstances beyond reasonable
control.
27. Corporate Clients:
a. Corporate clients are responsible for all Requests, Bookings, Fees, cancellations,
instructions, and communications made by their authorised representatives, employees,
or users.
b. Kingswell may offer corporate accounts, credit terms, subscriptions, premium concierge
arrangements, service packages, or monthly invoicing at its discretion.
c. Separate corporate agreements may apply. If there is a conflict, the specific written
agreement approved by Kingswell will prevail to the extent of the conflict.
28. Prohibited Conduct:
a. You must not:
i. use the Platform unlawfully;
ii. submit false, misleading, abusive, obscene, defamatory, discriminatory, or
unlawful content;
iii. impersonate any person or entity;
iv. misuse payment links, referral links, Telegram, WhatsApp, or support channels;
v. interfere with Platform security or functionality;
vi. reverse engineer, scrape, copy, or commercially exploit the Platform;
vii. harass, threaten, abuse, defame, or intimidate Kingswell personnel or providers;
viii. request illegal, unsafe, immoral, or restricted services;
ix. avoid payment;
x. initiate improper chargebacks;
xi. circumvent Kingswell;
xii. upload malicious files;
xiii. breach UAE cybercrime, privacy, defamation, public order, morality, or consumer
protection rules; or
xiv. damage Kingswell’s reputation, systems, providers, or commercial interests.
b. Kingswell reserves the right, at its sole discretion and without liability, to suspend,
restrict, block, ban, permanently ban, terminate, or refuse access to the Platform or
Services to any User who breaches, attempts to breach, or is reasonably suspected of
breaching this Clause 28 or any other provision of these Terms, subject to applicable
UAE law. Kingswell may also cancel any pending Requests or Bookings, refuse future
services, retain relevant records for legal, compliance, evidence, and dispute-resolution
purposes, and pursue any remedies available under these Terms or applicable law.
c. The User shall be responsible and liable for, and shall compensate Kingswell for, any
losses, damages, claims, penalties, fines, costs, expenses, legal fees, regulatory action,
reputational harm, business interruption, investigation costs, service disruption,
provider claims, third-party claims, chargebacks, payment losses, or other liabilities
suffered or incurred by Kingswell arising from or relating to the User’s breach of this
Clause 28, misuse of the Platform, unlawful conduct, abusive behaviour, fraudulent
activity, false information, improper chargebacks, circumvention, or any other
prohibited conduct.
29. UAE Law, Public Order, Morality, and Cybercrime Compliance:
a. You must use the Platform in compliance with UAE law, public order, morality,
cybercrime laws, data protection laws, defamation restrictions, consumer protection
principles, telecommunications rules, electronic transaction rules, and all applicable
regulatory requirements.
b. Kingswell may refuse, suspend, cancel, restrict, report, or escalate any Request or
conduct that may expose Kingswell to legal, regulatory, reputational, security, payment,
or safety risk.
30. No Circumvention:
a. Users and Third-Party Providers must not bypass, circumvent, avoid, or interfere with
Kingswell’s commercial relationship after an introduction, assignment, referral,
connection, quotation, coordination, or communication through Kingswell.
b. You must not directly engage, solicit, contract with, pay, or receive services from a
Third-Party Provider introduced through Kingswell for the purpose of avoiding
Kingswell’s fees, commissions, margins, service fees, or commercial rights.
c. If Kingswell reasonably believes circumvention occurred, Kingswell may suspend access,
cancel services, claim unpaid fees, claim lost commissions, claim damages, recover legal
costs, and pursue any remedies available under applicable law.
31. Communications:
a. Kingswell may communicate with you through WhatsApp, Telegram, email, SMS, calls,
platform notifications, social media messages, invoices, payment links, and other
electronic channels.
b. You consent to receiving service communications, booking updates, payment reminders,
customer support messages, complaint communications, legal notices, marketing
communications where permitted, and operational updates through such channels.
c. Electronic communications may be relied upon as evidence of instructions, acceptance,
requests, bookings, payments, cancellations, amendments, complaints, and notices.
d. Where you continue to communicate with Kingswell, submit instructions, respond to
service confirmations, accept provider coordination, or proceed with a Booking through
WhatsApp, Telegram, email, SMS, calls, or any Platform notification after receiving or
being given access to these Terms, such continued communication and use shall
constitute acceptance of these Terms.
32. User Content and Uploaded Materials:
a. You are responsible for all Content you submit to Kingswell.
b. You confirm that your Content is lawful, accurate, relevant, non-infringing, and does not
violate confidentiality, privacy, intellectual property, defamation, cybercrime, public
order, or morality requirements.
c. You grant Kingswell a non-exclusive, worldwide, royalty-free licence to use, copy, store,
process, disclose, transmit, and share Content as reasonably necessary for service
coordination, provider assignment, payment processing, quality control, complaint
handling, legal compliance, dispute resolution, fraud prevention, and enforcement of
these Terms.
33. Reviews, Photos, Videos, and Feedback:
a. Kingswell may request or receive reviews, ratings, photographs, videos, comments,
complaints, and feedback.
b. Kingswell may use feedback for quality control, provider performance management,
training, service improvement, dispute handling, and marketing where permitted.
c. Kingswell may moderate, reject, remove, or decline to publish feedback that is false,
defamatory, abusive, misleading, unlawful, commercially harmful, irrelevant, or
inconsistent with these Terms.
34. Intellectual Property:
a. All intellectual property rights in the Platform, brand, logo, trade name, workflows,
software, interfaces, service flows, databases, content, graphics, text, designs, and
materials belong to Kingswell or its licensors.
b. You must not copy, reproduce, modify, distribute, sell, scrape, reverse engineer, frame,
mirror, or commercially exploit any part of the Platform without Kingswell’s prior
written approval.
c. No intellectual property rights are transferred to you.
35. Limited Platform Licence:
a. Subject to compliance with these Terms, Kingswell grants you a limited, revocable,
non-exclusive, non-transferable, non-sublicensable licence to access and use the
Platform for lawful personal or authorised business purposes.
b. Kingswell may revoke this licence at any time for breach, non-payment, misuse, security
risk, regulatory risk, reputational risk, or operational reasons.
36. Third-Party Links and Integrations:
a. The Platform may include links, integrations, redirects, payment interfaces, Telegram
functionality, WhatsApp functionality, maps, analytics, and third-party tools.
b. Kingswell does not control and is not responsible for third-party websites, platforms,
systems, content, terms, privacy policies, security, payments, decisions, or outages.
c. Your use of third-party integrations is at your own risk and may be subject to third-party
terms.
37. Platform Availability and Changes:
a. Kingswell may update, modify, suspend, restrict, replace, or discontinue any part of the
Platform or Services at any time.
b. Kingswell does not guarantee uninterrupted availability, error-free operation, full
compatibility, or permanent functionality.
c. Kingswell may conduct maintenance, upgrades, security reviews, emergency
suspensions, migrations, or system changes without liability.
38. Suspension, Refusal, Cancellation, and Termination:
a. Kingswell may suspend, cancel, refuse, restrict, or terminate access to the Platform or
Services where:
i. payment is not made;
ii. a chargeback occurs;
iii. fraud or suspected fraud exists;
iv. information is inaccurate or misleading;
v. required documents are missing;
vi. approvals are missing;
vii. the User breaches these Terms;
viii. the User abuses Kingswell or providers;
ix. regulatory risk exists;
x. safety risk exists;
xi. reputational harm may arise;
xii. provider availability changes;
xiii. circumvention is suspected;
xiv. technical or payment issues occur; or
xv. Kingswell reasonably considers suspension, refusal, cancellation, or termination
necessary.
b. Suspension, refusal, cancellation, or termination does not affect Kingswell’s right to
recover unpaid Fees, costs, damages, legal fees, or other amounts due.
39. Complaints and Dispute Handling:
a. Complaints must be submitted promptly through Kingswell’s official support channel.
b. Complaints should include booking details, date, time, service description, photographs,
videos, documents, payment records, and a clear explanation.
c. Kingswell may investigate complaints by reviewing communications, provider reports,
photographs, payment records, Platform records, and other evidence.
d. Kingswell may, without admitting liability, assist with remedial action, replacement
services, provider escalation, credits, partial refunds, or complaint resolution.
e. Delayed complaints, unsupported allegations, altered evidence, or complaints raised
after verification becomes impractical may be rejected or limited.
40. No Warranty
a. The Platform and Services are provided on an “as is” and “as available” basis to the
maximum extent permitted by applicable law.
b. Kingswell does not warrant:
i. uninterrupted Platform availability;
ii. error-free operation;
iii. provider availability;
iv. exact service timing;
v. specific service outcomes;
vi. third-party provider conduct;
vii. quality of every third-party service;
viii. suitability for a particular purpose;
ix. payment gateway performance;
x. vehicle condition or registration success;
xi. weather or operator suitability;
xii. delivery success in all circumstances; or
xiii. absence of hidden defects, provider errors, or third-party failures.
c. Nothing in these Terms excludes liability that cannot be excluded under applicable UAE
law.
41. Limitation of Liability:
a. To the maximum extent permitted under applicable UAE law, Kingswell’s total aggregate
liability arising out of or in connection with the Platform, Services, any Request,
Booking, payment, refund, cancellation, Third-Party Provider issue, service delay,
complaint, dispute, communication, quotation, invoice, or these Terms shall be strictly
limited to the amount actually paid by the User to Kingswell for the specific Service
giving rise to the relevant claim.
b. Where no amount was paid by the User to Kingswell for the specific Service giving rise to
the claim, Kingswell shall have no monetary liability to the User, to the maximum extent
permitted under applicable UAE law.
c. The liability cap in this Clause applies to all claims, whether arising in contract, tort,
negligence, civil liability, statutory duty, misrepresentation, restitution, unjust
enrichment, breach of consumer rights, breach of data obligations, service failure,
provider-related issue, or otherwise, except to the extent such liability cannot be limited
or excluded under applicable UAE law.
d. Kingswell shall not be liable for any claim, loss, damage, cost, delay, refund request,
complaint, chargeback, or dispute arising from or relating to any act, omission,
negligence, delay, misconduct, breach, non-performance, defective service, property
damage, injury, regulatory breach, unlawful act, or failure of any independent
Third-Party Provider, except to the extent such liability cannot be excluded under
applicable UAE law.
e. Kingswell shall not be liable for any loss, damage, delay, failure, cancellation, additional
cost, or service issue caused by the User’s act or omission, inaccurate information, late
response, failure to provide access, failure to obtain approvals, failure to provide
required documents, non-payment, chargeback, misuse of the Platform, breach of these
Terms, unlawful conduct, or failure to comply with provider instructions or applicable
laws.
f. Any claim against Kingswell must be notified to Kingswell in writing with reasonable
supporting evidence as soon as possible and, in any event, within a reasonable period
after the relevant service issue arises. Kingswell may reject or limit any claim where
delayed notification prevents proper verification, investigation, mitigation, or provider
escalation, subject to applicable UAE law.
g. The User acknowledges and agrees that the Fees charged by Kingswell are calculated on
the basis that Kingswell acts primarily as an intermediary, coordinator, facilitator, and
electronic services brokerage platform, and that the limitations and exclusions of liability
in these Terms are commercially reasonable, proportionate, and fundamental to
Kingswell’s ability to provide the Platform and Services.
42. Exclusion of Losses:
a. To the maximum extent permitted by law, Kingswell shall not be liable for:
i. indirect losses;
ii. consequential losses;
iii. incidental losses;
iv. special losses;
v. punitive losses;
vi. loss of profit;
vii. loss of opportunity;
viii. loss of business;
ix. business interruption;
x. reputational damage;
xi. emotional distress;
xii. loss of data;
xiii. loss of goodwill;
xiv. loss of expected savings;
xv. third-party claims;
xvi. missed appointments, flights, events, sales, registrations, tours, or opportunities;
or
xvii. losses arising from provider acts, omissions, delays, misconduct, negligence, or
failure.
43. Provider Liability Carve-Out:
a. Kingswell is not liable for any act, omission, negligence, delay, non-performance,
defective service, poor workmanship, property damage, misconduct, regulatory
non-compliance, failure to attend, hidden defect, cancellation, misrepresentation, fraud,
or breach by a Third-Party Provider, except to the extent liability cannot be excluded
under applicable UAE law.
b. Kingswell may assist in complaint resolution without assuming liability for underlying
provider conduct.
c. Claims relating to provider performance may be directed to the relevant provider, subject
to Kingswell’s complaint handling process.
44. Indemnity:
a. You agree to indemnify, defend, and hold harmless Kingswell, its shareholders,
managers, directors, officers, employees, contractors, affiliates, representatives,
technology providers, and partners from and against all claims, losses, damages,
liabilities, penalties, fines, complaints, regulatory action, costs, expenses, and legal fees
arising from or related to:
i. your breach of these Terms;
ii. misuse of the Platform;
iii. unlawful conduct;
iv. inaccurate or misleading information;
v. non-payment or chargebacks;
vi. circumvention;
vii. uploaded Content;
viii. property access issues;
ix. unsafe locations;
x. failure to secure valuables;
xi. failure to disclose risks;
xii. instructions given by you;
xiii. breach of third-party rights;
xiv. breach of UAE law, public order, morality, cybercrime, privacy, or defamation
rules; and
xv. claims by recipients, passengers, household members, employees, property
owners, vehicle owners, landlords, building management, or other third parties
connected to your Request.
45. Force Majeure:
a. Kingswell shall not be liable for delay, failure, interruption, cancellation,
non-performance, or additional costs caused by events beyond its reasonable control.
b. Force majeure events may include acts of God, extreme weather, floods, storms, fire,
pandemics, epidemics, war, armed conflict, terrorism, civil unrest, government action,
regulatory restrictions, transport disruption, labour disruption, provider unavailability,
payment gateway failure, banking disruption, cyber incidents, telecommunications
failure, internet outage, platform outage, supply shortage, fuel shortage, road closures,
accidents, marine restrictions, or any other event beyond Kingswell’s reasonable control.
c. Kingswell may suspend, reschedule, cancel, amend, or delay affected Services without
liability, subject to applicable law and refund review under these Terms.
46. Regulatory and Safety Compliance:
a. Certain Services may require approvals, permits, licences, documents, government
procedures, building permissions, identity verification, insurance, safety compliance, or
regulatory checks.
b. You are responsible for providing required documents, approvals, permissions, and
accurate information unless Kingswell expressly agrees otherwise in writing.
c. Kingswell may refuse or cancel any Service where required documents, approvals,
permissions, safety standards, or regulatory requirements are not satisfied.
d. Kingswell does not guarantee approval by any government authority, free zone authority,
building management, RTA-related body, insurer, bank, operator, venue, supplier, or
third party.
47. Privacy and Data Protection:
a. Kingswell processes Personal Data in accordance with its Privacy Policy.
b. By using the Platform or Services, you acknowledge and agree that Kingswell may collect,
process, store, share, and transfer Personal Data as described in the Privacy Policy.
c. Where Personal Data is required to provide Services, failure to provide such data or
refusal of required processing may result in suspension, cancellation, refusal, or inability
to provide the relevant Services.
48. Amendments to These Terms:
a. Kingswell may amend, update, replace, or revise these Terms at any time.
b. Amendments may reflect changes in law, regulation, service categories, provider models,
Platform functionality, payment methods, pricing structures, subscriptions, corporate
accounts, premium concierge services, risk controls, operational requirements, or
commercial strategy.
c. Updated Terms may be published on the Platform or made available through Kingswell’s
digital channels.
d. Updated Terms take effect from publication or from the date stated in the updated
version.
e. By continuing to access or use the Platform, submit Requests, make Bookings, make
payments, communicate with Kingswell, or receive Services after updated Terms become
available, you agree to be bound by the updated Terms.
49. Severability:
a. If any provision of these Terms is invalid, unlawful, or unenforceable, it shall be
interpreted, limited, or severed to the minimum extent necessary.
b. The remaining provisions shall remain in full force and effect.
50. Assignment:
a. You may not assign, transfer, novate, or delegate your rights or obligations under these
Terms without Kingswell’s prior written approval.
b. Kingswell may assign, transfer, novate, subcontract, or delegate rights or obligations to
an affiliate, successor, purchaser, investor, service provider, restructuring party, or third
party in connection with business operations, restructuring, merger, sale, investment, or
transfer of assets.
51.Entire Agreement:
a. These Terms, together with the Privacy Policy, service-specific terms, provider policies,
payment terms, quotation, invoice, booking confirmation, and any written agreement
issued or accepted by Kingswell, constitute the entire agreement between you and
Kingswell regarding use of the Platform and Services.
b. In case of conflict, any specific written agreement signed or expressly approved by
Kingswell shall prevail to the extent of the conflict.
52. No Waiver:
a. Failure or delay by Kingswell to enforce any right or provision shall not constitute a
waiver.
b. Any waiver must be in writing and applies only to the specific matter for which it is
given.
53. Governing Law and Jurisdiction:
a. These Terms and any dispute, claim, complaint, or controversy arising out of or relating
to the Platform, Services, Requests, Bookings, payments, refunds, providers,
communications, or these Terms shall be governed by the laws of the United Arab
Emirates as applicable in the Emirate of Dubai.
b. Subject to any mandatory applicable law, the courts of Dubai, United Arab Emirates,
shall have exclusive jurisdiction.
c. Kingswell may seek urgent, interim, protective, injunctive, debt recovery, or enforcement
relief before any competent court or authority where legally permitted.
54. Acknowledgement and Acceptance:
a. By accessing or using the Platform, accepting the Terms banner, providing your phone
number, submitting a Request, confirming a Booking, making payment, communicating
instructions, or receiving Services from Kingswell, you confirm that you have read,
understood, and accepted these Terms of Use and Kingswell’s Privacy Policy.
b. You further confirm that you agree to be legally bound by these Terms and that your
continued use of the Platform constitutes acceptance of any updated version published
by Kingswell, subject to applicable law.
55. Contact Details:
Contact: support@kingswell.ae