Terms & Conditions

For purposes of these Terms:

• Fetch, we, us, and our mean Fetch Mobility Software Solutions L.L.C.
• Platform means the Fetch Valet website (fetchvalet.com), web applications, admin tools, integrations, and related services.
• User means any authorized business customer, valet company, operator, tenant, venue, or other person accessing the platform.
• Customer means a vehicle owner or driver who uses a valet service operated by a valet company and who interacts with digital valet tickets, payments, and notifications.
• Services means the software, tools, communications, payment facilitation, ticketing, tracking, and operational features made available through the platform.
• Payment Provider means Paymob, the licensed third-party payment service provider integrated with the platform.

The platform is currently intended for business-to-business use by valet companies and their authorized personnel. Users must ensure that only authorized staff access the platform and that login credentials are kept secure. Customers interact with the platform solely to receive digital tickets, make payments, and verify vehicle handover; the handling of Customer personal data is governed by the Privacy Policy.

Fetch provides a digital valet management platform that helps businesses manage:

• Vehicle check-in and check-out workflows;
• Ticketless valet operations;
• WhatsApp-based customer communication;
• Real-time vehicle status tracking;
• Customer payment facilitation through the Payment Provider (Paymob);
• OTP-based vehicle handover verification; and
• Admin and operator account management.

Fetch may modify, improve, add, remove, or suspend features from time to time to maintain service quality, security, compliance, or operational stability.

Fetch's commercial model and applicable fees are set out in the commercial agreement or order form agreed in writing with each valet company, expressed in AED. Any additional services, implementation work, integrations, or custom requirements may be quoted separately in AED. Taxes, payment gateway charges, bank charges, or other third-party fees may apply depending on the transaction structure and jurisdiction.

Users are responsible for:

• Providing accurate and complete account information;
• Maintaining the confidentiality of login credentials;
• Ensuring their personnel follow internal access controls;
• Notifying Fetch promptly of unauthorized access or security concerns; and
• Using the platform only for lawful business purposes.

Fetch may suspend or terminate access where account information is inaccurate, credentials are compromised, or usage violates these Terms.

Payments are processed by the Payment Provider (Paymob), a licensed payment service provider. Each valet company holds, or is onboarded to, its own merchant account with the Payment Provider. Customer payments — including the valet service charge and any optional tip — are processed and settled by the Payment Provider directly to the relevant valet company's merchant account.

During the payment process, customers may optionally add a gratuity (tip) for valet staff. Tips are voluntary and are processed through the Payment Provider as part of the same transaction. The full amount of any tip settles directly to the valet company's merchant account; Fetch takes no portion of, and never holds, tip amounts. Distribution of tips to valet operators is carried out by the valet company through means outside the platform, and Fetch is not responsible for that distribution. Once processed, tips are non-refundable.

Users acknowledge that:

• Payment processing is performed by the Payment Provider and is subject to its rules and terms;
• Settlement timing may vary based on the Payment Provider, bank, and transaction status;
• Payment disputes, chargebacks, or failed payments are handled by the Payment Provider and may affect service availability and settlement;
• Fetch is not responsible for delays or failures caused by the Payment Provider or other third parties; and
• All payment information must be accurate and authorized.

Users understand that the platform supports operational workflows but does not guarantee the physical conduct of valet staff or the condition of any vehicle. Valet companies remain responsible for their own staff, venue operations, parking procedures, and vehicle custody.

Any estimated retrieval time shown by the platform is indicative only, based on operational logic and historical movement patterns, and is not a guaranteed service level agreement.

The platform uses OTP verification to validate vehicle handover. Customers receive an OTP after completing payment, which must be shared with the valet operator to confirm delivery. Users must keep OTPs confidential and use them only for the intended retrieval transaction. Fetch is not responsible for misuse of an OTP shared by an unauthorized person.

The platform depends on third-party services including, but not limited to, Paymob (payment service provider), WhatsApp Business API (customer notifications, ticket delivery, and status updates), hosting providers (AWS), analytics tools (Google Analytics, AWS CloudWatch), and license plate recognition systems. Fetch does not control those third-party services and is not responsible for outages, interruptions, errors, policy changes, or data handling practices of third parties, except where required by law.

In particular, delivery of WhatsApp notifications (including ticket links, status updates, OTPs, and receipts) depends on Meta/WhatsApp infrastructure. Fetch does not guarantee that messages will be delivered instantly or at all if WhatsApp services experience outages, message filtering, or policy-related restrictions.

Users must not:

• Misuse the platform or attempt unauthorized access;
• Interfere with system security, availability, or integrity;
• Upload unlawful, false, defamatory, or infringing content;
• Reverse engineer, copy, or exploit the platform except as permitted by law;
• Use the platform in violation of any applicable law or regulation; or
• Use the platform in a way that could harm Fetch, a valet company, a venue, or a customer.

Each user is responsible for the accuracy of the data they enter, including vehicle details, customer contact details, operational updates, and payment-related information. Fetch is not responsible for losses caused by incorrect, incomplete, or misleading information supplied by a user.

All rights, title, and interest in the platform, software, designs, content, trademarks, and related materials remain with Fetch or its licensors. Users receive a limited, non-exclusive, non-transferable right to use the platform only for the intended business purpose and only during the term of access.

Fetch is the data controller for personal data processed through the platform and handles such data in accordance with its Privacy Policy and applicable data protection law, including UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL).

Users must ensure that, before submitting any personal data through the platform, they have provided all required privacy notices to, and where necessary obtained the consent of, the individuals concerned — including customers, staff, and contacts — and that they have the legal right to submit that data to Fetch.

Fetch retains operational data (including vehicle records, ticket histories, dispute logs, and transaction records) for the period necessary to fulfil legal, audit, compliance, and operational obligations, as described in the Privacy Policy.

Fetch may suspend or terminate any account, service, or access immediately where required for security, legal compliance, fraud prevention, non-payment, or serious breach of these Terms. On termination, the user must cease using the platform and settle any outstanding charges.

The platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Fetch disclaims warranties of uninterrupted availability, error-free operation, and fitness for a particular purpose. Fetch does not guarantee that the platform will be free from defects, delays, or interruptions.

To the maximum extent permitted by law, Fetch will not be liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, loss of data, business interruption, or reputational harm, arising out of or related to use of the platform.

Users agree to indemnify and hold harmless Fetch from claims, losses, liabilities, damages, costs, and expenses arising from:

• Misuse of the platform;
• Breach of these Terms;
• Unlawful or negligent acts by the user or their personnel;
• Inaccurate data entered into the platform; or
• Disputes arising from the user's own valet operations, staffing, customer handling, or venue arrangements.

Fetch is not liable for any delay or failure to perform arising from causes beyond its reasonable control, including acts of God, natural disasters, war, civil unrest, governmental or regulatory action, telecommunications or internet failures, power outages, or failures of third-party services (including the Payment Provider, WhatsApp/Meta, hosting, or connectivity providers).

Users may not assign or transfer their rights or obligations under these Terms without Fetch's prior written consent. Fetch may assign or transfer these Terms in connection with a merger, acquisition, reorganization, or sale of assets.

These Terms, together with any commercial agreement or order form and the Privacy Policy, constitute the entire agreement between the parties regarding the platform and supersede prior understandings. If any provision is held to be invalid or unenforceable, the remaining provisions continue in full force and effect.

A failure or delay by Fetch in exercising any right under these Terms does not constitute a waiver of that right or of any other right.

Notices to Fetch must be sent in writing to the contact details set out below. Fetch may give notice to Users through the platform, by email, or via the registered account contact.

Fetch may update these Terms from time to time. The updated version will apply once posted on the website (fetchvalet.com), unless a different effective date is stated. Continued use of the platform after updates means the user accepts the revised Terms.

These Terms are governed by the laws applicable in the United Arab Emirates. Subject to any mandatory legal requirements, disputes shall be subject to the competent courts of Dubai, UAE.