These Terms & Conditions (Terms) govern your access to and use of the AI Concierge website, apps, and related services (collectively, the Platform). By accessing or using the Platform, you agree to these Terms.
If you do not agree, do not use the Platform.
1) Who we are
The Platform is operated by AI Concierge L.L.C-FZ, a company registered in the United Arab Emirates, with its principal place of business in Dubai (Meydan Freezone).
Contact: contact@aiconcierge.vip
Address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Trade license no.: 2539855
2) Changes to these Terms
We may update these Terms from time to time by posting an updated version and changing the Last updated date. If changes are material, we may provide additional notice (for example, via email or in-app notice). Continued use after changes take effect means you accept the updated Terms.
3) Eligibility and account security
You must be at least 18 to use the Platform. We may require age-verification information, including date of birth and account eligibility confirmations. We reserve the right to suspend, restrict or terminate any account where we reasonably believe the user is under the minimum age requirement.
You must have the legal capacity to enter into binding contracts under applicable law
You agree to provide accurate, current information and keep your account secure. You are responsible for activity under your account and must notify us of any unauthorised access.
If you create or use an account on the Platform on behalf of a business, employer, family office, or other entity (a Corporate Account), you confirm you have authority to bind that entity, and the entity is therefore the contracting party and is responsible for all access to and use of the Platform by its employees, contractors, and other authorised users (Authorised Users)
A Corporate Account may designate one or more administrators (Admins). Admins may (a) add, remove, or suspend Authorised Users; (b) assign roles and permissions; (c) configure travel policies, approval flows, and spend limits; (d) access booking history, invoices, reporting, and communications; and (e) manage payment methods and billing settings. You are responsible for ensuring that Admin designations and permissions reflect your internal governance.
Instructions, approvals, and other actions taken through a Corporate Account (including via an Admin or Authorised User) are deemed authorised by the entity. We may act on such instructions without further inquiry, and we are not responsible for internal disputes, unauthorised delegation, or misuse within the Corporate Account.
The entity agrees to indemnify and hold us harmless from claims arising out of (a) use of the Platform by its Authorised Users; (b) disputes among Authorised Users; or (c) the entity’s travel policy settings, approvals, or communications.
We are not responsible for internal fraud, misuse or unauthorised actions by authorised users.
These Terms are void where prohibited by law, and your right to use the Platform is revoked in such jurisdictions.
4) What the Platform does
AI Concierge may provide search, planning, comparisons, itinerary organisation, booking, and trip management features (e.g., changes, cancellations, alerts) depending on product and supplier availability.
AI Concierge acts solely as a technology platform and does not owe any fiduciary duty to users.
5) AI outputs disclaimer
Some Platform features use AI to generate recommendations, summaries, itineraries, or comparisons. AI outputs may be inaccurate, incomplete, or outdated.
AI outputs do not constitute legal, immigration, medical, tax, financial, or professional advice. You remain solely responsible for verifying compliance with visa requirements, health rules, fare conditions, and other travel obligations before booking or travelling.
Without limiting Section 5, you acknowledge that travel-related information is time-sensitive and may change without notice (including visa rules, entry/health requirements, sanctions restrictions, airline schedule changes, fare rules, and supplier inventory). You must independently verify all such information with the relevant authority or Supplier before booking and before travel.
You should not submit payment card information, passport details, national identity information, health information, or other sensitive personal information into free-text AI chat features unless expressly requested through a secure workflow provided by the Platform.
Some outputs may be based on third-party content or systems (including Suppliers and third-party integrations). We do not control third-party data and do not guarantee its accuracy, completeness, or availability.
You remain solely responsible for decisions made based on AI outputs. To the maximum extent permitted by law, we disclaim liability for reliance on AI outputs, including missed flights, denied boarding, visa refusal, itinerary disruptions, or losses arising from incorrect or outdated information.
The Platform and any assistance provided through it (whether automated or human‑assisted) are provided for information and facilitation purposes only and do not constitute legal, immigration, medical, tax, or other professional advice. You remain responsible for verifying all travel requirements directly with the relevant authorities and suppliers.
6) Bookings and supplier terms
6.1 Supplier is usually the contracting party
Travel products and services shown on the Platform are provided by third parties (Suppliers). In many cases, your reservation is made with a Supplier (not with us). We may either:
redirect you to a Supplier to complete the booking, or
collect booking information from you and pass it to the Supplier to facilitate the booking.
Unless we clearly state at checkout that we are the merchant of record (or reseller) for a specific booking, you acknowledge that:
the Supplier’s terms apply to that booking; and
we are not responsible for the Supplier’s performance of the booked travel services.
6.2 Booking Models and Who You Contract With
(a) Unless we expressly state otherwise at checkout/confirmation, travel products and services are supplied by Suppliers and your contract for the travel service is with the Supplier (Facilitated Booking). In a Facilitated Booking, we act as a facilitator/agent to transmit your booking details to the Supplier and to support communications where tools permit.
(b) For certain bookings, we may expressly state at checkout/confirmation that we are the merchant of record, reseller, or similar (MoR Booking). In an MoR Booking, you contract with us for the sale of the relevant travel component(s) as described at checkout, subject always to the underlying fare rules and Supplier conditions that apply to the travel service.
(c) Confirmation Controls. The booking confirmation, itinerary, invoice, or checkout screen will determine whether a booking is a Facilitated Booking or an MoR Booking. If there is an inconsistency, the document that most clearly identifies the merchant of record for that specific booking will control.
(d) Even where we are the merchant of record, Supplier rules (including fare rules, change/cancellation rules, no‑show rules, baggage rules, and supplier policies) apply to the underlying travel service and may limit refunds, changes, and remedies.
6.3 Changes and cancellations
Changes/cancellations are subject to Supplier rules, limitations, and fees. If a booking was made directly with a Supplier, you may need to contact that Supplier. If a booking was made within our Platform, we may use commercially reasonable efforts to help process the change/cancellation through the tools available—but the Supplier’s rules still govern.
You do not have an automatic right to cancel or change unless permitted by the Supplier. Fees may apply per traveller/ticket or per booking, and changes are repriced at the then-current price.
We do not guarantee that any change or cancellation request will be accepted by a Supplier, even if submitted on time.
6.4 Pricing accuracy
Pricing and availability can change quickly and may not include all taxes/fees until checkout. We try to keep pricing current but do not guarantee all displayed prices are final or error-free.
If we identify a pricing/availability issue, we may:
confirm at the corrected price,
offer alternatives, or
cancel and refund amounts actually collected for the affected booking (where applicable and required).
6.5 Service Fees; Our Fees vs Supplier Charges
(a) We may charge platform/service fees for planning, booking, ticketing, itinerary management, changes, cancellations, concierge support, or corporate administration (Service Fees). Service Fees, if any, will be disclosed before you confirm payment.
(b) Unless required by applicable law or expressly stated otherwise at checkout:
(i) Service Fees are non-refundable once the relevant service has been performed (for example, once a booking is confirmed/ticketed, an itinerary is delivered, or a change/cancellation request is submitted to a Supplier); and
(ii) Refunds of Supplier charges are governed by the applicable Supplier rules.
6.6 Refund Routing by Booking Model
(i) Facilitated Booking: refunds (if any) are issued by the Supplier (or its processor) in accordance with Supplier rules; we may assist as a courtesy but do not control refund timing or approval.
(ii) MoR Booking: where we collected the Supplier charge, we will process refunds approved under the applicable rules to the original payment method, net of any non-refundable amounts and Service Fees (unless prohibited by law).
6.7 Non-Refundable Items
Some taxes, fees, seat fees, baggage fees, insurance premiums, and third-party charges may be non-refundable or refundable only in part, as determined by the Supplier or the relevant provider.
7) Payments
7.1 Payment Processors
Where we process payments, we may do so via third-party payment processors, and you agree to be bound by their applicable terms (Payment Processor Agreements). We may not have direct access to your full payment details, depending on the processor setup.
You represent that you are authorised to use the payment method and will keep billing information up to date.
7.2 Chargebacks; Payment Disputes; Fraud Prevention
If you initiate a chargeback, payment reversal, or similar dispute (Chargeback), you agree to first contact us and provide reasonable details so we may attempt to resolve the issue. You authorise us to submit booking records, confirmations, communications, logs, and other evidence to the payment processor or financial institution in response to a Chargeback.
If a Chargeback is initiated for a transaction that was authorized, delivered, or otherwise validly incurred under these Terms or applicable Supplier rules, we may (i) suspend or terminate your account; (ii) re-charge the disputed amount where permitted; and/or (iii) recover our reasonable costs of handling the Chargeback (including processor fees) to the extent permitted by applicable law.
We may require additional verification (including identity, payment method verification, or KYC checks for Corporate Accounts) and may cancel or refuse any booking if we reasonably suspect fraud, unauthorised use, or a breach of these Terms.
You may not avoid fees, refunds rules, or Supplier policies by submitting repeated Chargebacks, creating new accounts, or otherwise attempting to circumvent platform controls.
7.3 Payment Authorisations and Additional Fees
You authorise us (and our payment processors) to charge your selected payment method for applicable amounts, including Service Fees, Supplier charges (where applicable), taxes, and adjustments permitted under these Terms. We may place pre-authorisations or security deposits to verify your payment method or to secure booking amounts; pre-authorisations may temporarily reduce your available balance.
Prices may be displayed or charged in different currencies. Your bank or card issuer may apply foreign exchange rates, conversion fees, or other charges, which are your responsibility.
If payment fails or is reversed, we may suspend or terminate access, cancel pending bookings where permitted, and seek recovery of amounts owed.
8) Taxes, fees, and destination charges
Taxes and fees vary by product and jurisdiction. You are responsible for any local taxes/fees charged at the destination (e.g., tourism fees) unless included at checkout.
9) Disruptions and third-party performance
Schedules and services may be disrupted due to events outside anyone’s control (weather, strikes, operational changes, government actions, supplier outages). Suppliers control the delivery of travel services. We are not responsible for third-party acts or omissions, but we may assist where tools and policies allow.
The Platform may contain links to, integrations with, or content from third‑party websites or services. We do not control and are not responsible for the availability, content, security, or practices of any third parties.
10) Force Majeure
AI Concierge shall not be liable for any failure, delay, suspension, or inability to perform any part of the Platform or Services where such failure or delay arises from events beyond its reasonable control, including but not limited to: acts of God; war (declared or undeclared); armed conflict; terrorism; civil unrest; riots; political instability; sanctions; embargoes; governmental or regulatory actions; border closures; airspace restrictions; strikes or labour disputes; epidemics or pandemics; natural disasters; power, telecommunications, or internet outages; or failures of third‑party suppliers or infrastructure (each a Force Majeure Event).
Where a Force Majeure Event occurs, AI Concierge may suspend, modify, or discontinue the affected Services for the duration of the Force Majeure Event without liability. To the maximum extent permitted by applicable law, no refunds, compensation, or damages shall be payable by AI Concierge in respect of any loss, disruption, cancellation, delay, or additional cost arising from a Force Majeure Event.
Any refunds, credits, or remedies (if available) shall be subject solely to the applicable Supplier’s terms and conditions and the booking model in place. Nothing in this clause shall limit any mandatory consumer rights that cannot be excluded under applicable law.
Geopolitical and Political Risk
You acknowledge that travel services are inherently subject to geopolitical, political, and security risks, including war, military activity, civil unrest, sanctions, border closures, and sudden regulatory or governmental actions. AI Concierge does not guarantee the availability, continuity, safety, or legality of any travel route, destination, supplier, or service in the event of such risks.
AI Concierge shall not be liable for any losses, damages, costs, delays, cancellations, denied boarding, refusal of entry, or inability to travel arising directly or indirectly from war, political tensions, sanctions, governmental actions, or security‑related events, whether foreseeable or unforeseeable, and whether occurring before or after a booking is made.
11) Travel documents and compliance
You are responsible for ensuring all travellers have valid passports, visas, permits, and meet entry/transit/health requirements
You represent and warrant that neither you nor any traveler, beneficiary, or payor involved in a booking (i) is a sanctioned or restricted person; (ii) is located in, ordinarily resident in, or acting on behalf of a restricted or embargoed jurisdiction; or (iii) will use the Platform in violation of applicable sanctions, export controls, anti-money laundering, or counter-terrorism financing laws.
We may screen transactions, accounts, and bookings for compliance and may request additional information. We may refuse, cancel, or suspend any booking or account if we reasonably believe it is required by law or necessary to manage compliance risk.
If we cancel a transaction for compliance reasons, refunds (if any) will be processed only to the extent permitted by applicable law and the relevant payment networks and Supplier rules.
12) Promotions (optional section)
If you offer promotions (cashback, credits, discounts), add:
eligibility rules,
one-per-user limits,
fraud/abuse consequences,
delivery timing,
expiration,
tax responsibility,
modification/termination rights. (This style is common in travel platforms.)
13) Acceptable use and prohibited activities
13.1 You agree not to:
misuse the Platform (fraud, hacking, abusive behavior, malware, credential harvesting),
upload unlawful or infringing content,
interfere with security or operations,
bypass restrictions if blocked.
You also agree not to use any robot, spider, scraper, or other automated means to access the Platform without our written permission, and not to use the Platform (or content from it) in connection with training machine learning or AI systems without permission.
You may not use the Platform, Content, AI outputs, or any data accessed through the Platform to train, fine-tune, evaluate, benchmark, or improve any machine learning models or AI systems (including by creating datasets), except with our prior written permission.
You may not access or use the Platform to develop, market, test, or support a competing product or service, including any competing travel concierge, booking, itinerary, or AI assistant service.
Automated means include bots, crawlers, scrapers, offline readers, scripts, browser extensions used for extraction, and any automated querying or harvesting tools. We may block, throttle, or restrict access where we detect automated behaviour or abnormal usage patterns.
14) Your content, data rights, and feedback
14.1 Your content and permissions
Where you share traveller information, booking information, trip details or other personal information relating to another individual through the Platform, you represent and warrant that you have all required permissions, notices and consents necessary to do so. We may record confirmations, permissions and authorisations provided through the Platform.
You grant us a worldwide, royalty-free license to host, use, reproduce, modify, and display such content as needed to operate, improve, and provide the Platform.
14.2 Feedback
If you send feedback or suggestions, you agree it is non-confidential and we may use it without compensation or obligation.
14.3 Data and regulated information
You are responsible for ensuring you have lawful rights to provide any personal data and that your use complies with applicable law. You should not submit regulated or highly sensitive information unless we explicitly support it and you have a lawful basis to do so. (This reduces compliance ambiguity in corporate contexts.)
14.4 Data Protection Compliance
AI Concierge processes personal data in accordance with applicable data protection laws, including UAE Federal Decree Law No. 45 of 2021 on the Protection of Personal Data. Further details regarding data collection, cookies, cross-border transfers, data retention, deletion requests, processing, storage and applicable privacy rights are set out in our Privacy Policy.
14.5 Platform Analytics; Cookies; Advertising Technologies; and Privacy Choices
(a) Platform analytics and improvement. We may collect and process account data, booking data, device and network information, usage data, interaction information, diagnostics, and other information described in our Privacy Policy to provide, secure, maintain, analyse, support, and improve the Platform, including for fraud prevention, performance monitoring, error diagnosis, research, testing, product development, customer support, and service-quality purposes.
(b) Analytics and similar technologies. We and third parties acting on our behalf may use cookies, SDKs, pixels, tags, web beacons, local storage, session-replay technologies, tracking links, scripts, device identifiers, and similar technologies. These technologies may collect information concerning your device, browser, approximate location, use of the Platform, interactions, navigation, referrals, campaigns, and transactions, as further explained in our Privacy Policy.
(c) Analytics providers. We may use third-party analytics providers, including Google Analytics, and may use additional analytics, measurement, attribution, advertising, marketing, or similar providers from time to time. Depending on the provider, configuration, contractual arrangement, and features enabled, such providers may process information solely on our behalf or may process certain information for their own purposes.
(d) Sale and sharing disclosures. We do not knowingly sell Personal Information in exchange for money. However, certain U.S. privacy laws define “sale”, “sharing”, targeted advertising, and similar concepts broadly. Accordingly, the collection or disclosure of Personal Information through certain analytics, advertising, marketing, conversion-measurement, attribution, retargeting, or similar technologies may be treated as a “sale”, “sharing”, disclosure for targeted advertising, or other regulated disclosure, even where we do not receive money in exchange for the information.
(e) Service-provider disclosures. Where a provider processes Personal Information solely on our behalf, for specified business purposes, and under contractual restrictions that prohibit it from retaining, using, disclosing, selling, or sharing the information for unauthorised purposes, the disclosure may qualify as a service-provider, contractor, processor, or business-purpose disclosure rather than a sale or sharing. Classification will depend on the provider’s actual processing activities, contractual terms, configuration, and applicable law.
(f) Consent for non-essential technologies. Where required by applicable law, non-essential analytics, performance, advertising, marketing, attribution, personalisation, and similar technologies will be activated only after the required consent has been obtained. Acceptance of these Terms does not by itself constitute consent to non-essential cookies or similar technologies where separate consent is legally required.
(g) Privacy choices and opt-out rights. Where applicable, you may withdraw consent or exercise rights to opt out of sale, sharing, targeted advertising, or similar processing through the Platform’s cookie preference tool, any “Do Not Sell or Share My Personal Information” control made available through the Platform, a recognised browser-based opt-out preference signal such as Global Privacy Control, or by contacting us using the details in the Privacy Policy.
(h) Effect of privacy choices. Your choices may affect our use of non-essential technologies but will not prevent our use of technologies that are reasonably necessary to provide, secure, maintain, or operate the Platform, process bookings or payments, prevent fraud, store privacy preferences, or provide functions specifically requested by you.
(i) De-identified and aggregated data. We may create and use de-identified and/or aggregated information derived from Platform usage for analytics, benchmarking, reporting, research, security, and product improvement, provided that such information is not reasonably capable of being linked to you or an identifiable traveller. We will not attempt to re-identify information that is maintained as de-identified, except where permitted by applicable law for the purpose of testing whether our de-identification processes are effective.
(j) Model improvement and Corporate Account content. Unless expressly stated otherwise in writing or through a product setting, we do not use Corporate Account Customer Content, including uploaded documents, corporate policies, traveller rosters, or confidential corporate materials, to train general-purpose AI models. Any use of consumer account information for model improvement, where offered, will be described in the Privacy Policy and/or applicable product settings and will be subject to applicable legal requirements.
(k) Privacy Policy controls. Full details concerning the categories of Personal Information collected, the relevant purposes, categories of recipients, legal bases, cookie and analytics practices, international transfers, retention, and available rights and choices are set out in our Privacy Policy. If there is any inconsistency between this Section and the Privacy Policy concerning our processing of Personal Information, the Privacy Policy will govern to the extent of that inconsistency.
15) Storage limits and retention
We may impose reasonable limits on storage, features, or usage (including transaction caps, message volumes, and retention periods) to protect security and platform performance.
Account data, booking records, travel history, AI interactions and other information may be retained in accordance with our Privacy Policy and data-retention practices. Certain booking and transaction records may be retained for up to seven (7) years for accounting, tax, audit, dispute-resolution and compliance purposes.
Account deletion requests may be subject to a temporary deactivation and recovery period before permanent deletion, as further described in our Privacy Policy. Subject to applicable law and our retention obligations, users may request deletion of their account through the Platform or by contacting support. Certain information may be retained following deletion where required for legal, accounting, tax, dispute-resolution, fraud-prevention, compliance, or security purposes.
Subject to applicable law and our legitimate business needs (including dispute, fraud, tax, and accounting requirements), you may request deletion of certain account data by contacting us. We may retain de-identified or aggregated analytics.
To the maximum extent permitted by law, we are not liable for deletion or failure to store data resulting from limits, suspension, termination, or technical failures.
Further details regarding data collection, cookies, cross-border transfers, data retention, deletion requests and applicable privacy rights are set out in our Privacy Policy.
16) Intellectual property
The Platform, its software, design, and branding are owned by us or our licensors and protected by IP laws. You receive a limited, non-transferable license to use the Platform for its intended purpose.
You may not copy, modify, distribute, reverse engineer, create derivative works or replicate AI outputs for competing services
17) Copyright complaints and takedown
If you believe content on the Platform infringes your copyright, send a notice to contact@aiconcierge.vip with:
identification of the work claimed infringed,
where the allegedly infringing content appears,
your contact details,
a statement of good faith belief,
and a statement the information is accurate.
We may remove content and, in appropriate circumstances, suspend repeat infringers.
18) Disclaimer of warranties
The Platform is provided “as is” and “as available.” We disclaim warranties to the maximum extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
19) Limitation of liability
To the maximum extent permitted by law:
We are not liable for indirect, incidental, special, consequential, or punitive damages.
Our total liability for any claims arising out of or relating to the Platform or any booking shall not exceed the greater of:
AED 5000; or
the total service fees paid by you to AI Concierge in the twelve (12) months preceding the event giving rise to the claim.
Some jurisdictions do not allow certain limitations; in those places, limitations apply to the fullest extent allowed by law.
In no event shall AI Concierge be liable for:
any indirect, incidental, consequential, special, punitive, or exemplary damages;
loss of profits, loss of business, loss of data, loss of goodwill;
travel disruption, missed connections, denied boarding, overbooking;
Supplier acts or omissions;
force majeure events.
The limitations in this section apply regardless of the legal theory (contract, tort, negligence, strict liability, or otherwise), even if AI Concierge has been advised of the possibility of such damages.
20) Indemnity
You agree to indemnify and hold us harmless from claims and expenses (including reasonable legal fees) arising from your misuse of the Platform, your violation of these Terms, or your infringement of third-party rights.
21) Dispute resolution
21.1 Informal resolution first
Before starting a formal proceeding, you agree to contact us at contact@aiconcierge.vip with a written notice describing the issue and the relief sought, and allow 60 days to attempt resolution.
21.2 Arbitration and class action waiver
To the extent permitted by law, disputes will be resolved by binding arbitration on an individual basis, and you waive the right to bring or participate in class or representative actions.
Arbitration forum: Arbitration shall be conducted under the Rules of the Dubai International Arbitration Centre (DIAC)
Seat: Dubai, UAE
Language: English
Number of arbitrators: One
If a court finds that if any part of the arbitration or class-action waiver is found unenforceable, the remaining arbitration clause will continue to apply. (severability).
21.3 Time limit to bring claims
Any claim must be filed within one (1) year after the claim arose, unless applicable law requires a longer period.
21.4 Injunctive / Equitable Relief
Notwithstanding the foregoing, either party may seek interim or injunctive relief in the courts of Dubai (or any court of competent jurisdiction) to protect its intellectual property, confidential information, data security, or to prevent unauthorised access, scraping, fraud, or misuse, without waiving arbitration.
21.5 Notices
Legal notices must be sent to contact@aiconcierge.vip (and, where applicable, by courier to the address listed in Section 1). Notices are deemed received (a) when delivered by email with no bounce-back; or (b) when delivered by courier with delivery confirmation.
22) Governing law
These Terms are governed by the laws of the United Arab Emirates, as applied in Dubai, unless mandatory consumer protection laws require otherwise.
23) Assignment and survival
You may not assign these Terms without our written consent. We may assign these Terms as part of a merger, acquisition, corporate restructuring, or sale of assets.
Sections that by their nature should survive termination will survive (including IP, disclaimers, limitation of liability, disputes, and indemnity).
24) Communications
By providing contact details, you consent to receive transactional communications related to your use of the Platform (including confirmations, reminders, alerts, security notices, and support messages) via email, phone, SMS, WhatsApp, or in-app messaging.
Where you opt in (or where permitted by law), we may send marketing messages. You may opt out of marketing emails via the unsubscribe link and may opt out of SMS/WhatsApp marketing by replying “STOP” (or equivalent), subject to lawful requirements and platform capabilities.
You represent that you have the right to provide any phone number and that any traveller contact details provided are shared with appropriate consent.
By providing contact details, you consent to receive transactional and service‑related communications necessary to operate your account and bookings, including confirmations, reminders, alerts, security notices, and support messages, via email, phone, SMS, WhatsApp, or in‑app messaging.
25) Termination
We may suspend or terminate access for security reasons, suspected fraud/abuse, or Terms violations. Termination does not affect bookings already made (which remain subject to supplier rules).
26) Contact
Support: contact@aiconcierge.vip
Legal notices: contact@aiconcierge.vip
Address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.