Terms of Service

These Terms of Service govern your use of the Valuaire app and website and everything arranged through them. They apply to everyone: passengers, operators, concierges, service partners and brokers. Where a section addresses one group, it says so.

1. Who we are and what applies

The platform is operated by Valuaire Tech LTD, Innovation One, Level 2, Dubai International Financial Centre, Dubai, United Arab Emirates, registered with the DIFC Registrar of Companies under number 14107 ("Valuaire", "we").

These Terms come first. Alongside them apply the Commission Schedule (for providers), the Cancellation Policy (for passengers) and the Community Guidelines (for everyone). Where those documents cover the same ground, these Terms take precedence. How we handle personal data is set out in the Privacy Policy.

By creating an account or using Valuaire you agree to these Terms. If you do not agree, do not use Valuaire.

2. Definitions

• Passenger: anyone who searches, enquires or books as a guest.
• Provider: an operator, a concierge or a service partner.
• Operator: an air carrier holding an Air Operator Certificate that lists empty-leg flights or bids on charter requests.
• Concierge: a business that arranges travel and lifestyle services for a guest on the guest's instructions.
• Service partner: a business that delivers a service itself, such as chauffeur, catering, hospitality or crew services.
• Broker: a business that lists an operator's empty-leg flights on Valuaire with that operator's consent. A broker operates no aircraft and is not a provider.
• Listing: an empty-leg flight or a service offered by a provider on Valuaire.
• Request: a passenger's enquiry for a listing, a charter request or a service.
• Job: a request that a provider has accepted.
• Charter board: the open pool where qualified operators bid on a passenger's charter request.

3. What Valuaire is, and what it is not

Valuaire is a marketplace. We bring passengers and providers together, provide the app, the chat, the request flow and everything around the transaction.

The contract for a flight or a service is concluded between the passenger and the provider, not with us. We are neither a carrier, nor a travel agent, nor the provider's agent. We do not sell seats, we do not operate aircraft and we do not deliver services.

Valuaire does not handle money. A passenger pays the provider directly, using the payment details the provider has stored. We can see whether a provider confirmed a payment; we never hold it, and we do not process card payments.

4. Your account

• You must be at least 18 years old.
• Your details must be accurate and kept current. Company accounts are opened by people authorised to bind the company.
• You keep your login confidential and tell us immediately if you suspect someone else is using your account. You are responsible for what happens under your login until you have told us.
• One person, one account. Accounts are not transferable.
• You can close your account at any time in the app. Deletion takes effect after a grace period of 30 days, during which you can change your mind. Records we must keep by law, such as invoices, booking records and consent evidence, are retained for the statutory period and then removed.
• You can request an export of your data at any time from the app.

5. For passengers: searching and requesting

Empty-leg flights are listed by operators with route, time, aircraft, seats, price and currency. The price is the operator's price. Where a listing is shown anonymously, the operator's identity is disclosed to you as soon as the operator responds to your request, and always before your booking becomes binding. Until then you can withdraw your request free of charge.

Through the charter board you can post a charter request that every qualified operator can see. Operators respond with binding offers that stay valid until the request expires. You choose which offer to accept; nothing is booked until you do.

Concierge and service requests go to the provider you choose. A flight request that the operator has not answered within 24 hours lapses; a charter request stays open for the period shown when you post it.

6. For passengers: booking

A request becomes a binding booking when the provider accepts it in the app, or when you accept a charter offer. You then receive a confirmation in the app and by email from Valuaire, and the provider's own confirmation and travel details from the provider.

You pay the provider directly, on the terms and by the deadline the provider states. The provider confirms receipt in the app. A booking for which payment has not arrived by the provider's deadline may be cancelled by the provider.

Bookings arranged through Valuaire are completed through Valuaire. Taking a request off the platform to avoid the provider's commission is a breach of these Terms.

7. For passengers: what Valuaire costs you

Using Valuaire as a passenger is free of charge. You pay the provider's price to the provider, nothing to Valuaire. Valuaire earns a commission from the provider on completed jobs.

If we introduce a service fee for passengers, it will be shown as part of the total price before you send a request, will apply only to bookings made after the change, and will be announced as a change to these Terms in accordance with section 30.

8. For passengers: cancellation

Cancellations are governed by the Cancellation Policy, which you accept together with these Terms. In short: after a booking has been accepted, a cancellation more than 72 hours before departure or service costs 25% of the agreed price, between 24 and 72 hours 50%, and within 24 hours 100%. What counts is when the cancellation reaches the provider through the app. Amounts the provider retains are settled between you and the provider.

If the provider cancels, you owe nothing. The provider refunds what you have paid and, where possible, offers an alternative. Cancellations caused by weather, air traffic control, technical safety findings or other events outside the provider's control are handled as force majeure: no cancellation charge, and the provider refunds what you have paid.

9. For passengers: carriage and your obligations

The operator is the operating air carrier. The contract of carriage, and the operator's liability for delay, cancellation, baggage, injury or death, are governed by the operator's conditions of carriage and the applicable law, including the Montreal Convention and, where it applies, Regulation (EC) 261/2004. Claims of this kind are made against the operator.

You are responsible for:

• carrying valid travel documents, visas and health certificates for every passenger on the booking;
• complying with customs, immigration, security and dangerous-goods rules and with the crew's instructions;
• arriving on time. A no-show counts as a cancellation within 24 hours;
• the accuracy of passenger names, weights and special requirements you provide.

Concierges act on your instructions and pass on the terms of the providers they arrange, including their cancellation rules, unchanged. Whatever a concierge commits to in your name with your authority binds you.

10. For passengers: subscriptions

Passenger subscriptions (Blue, Silver, Noir) are bought through the Apple App Store or Google Play, not from us. Price, billing period, automatic renewal, cancellation and refunds follow the rules of that store and are shown there before you buy. A subscription renews automatically unless you cancel it in your store account at least 24 hours before the end of the current period.

Your tier determines the number of active flight alerts and concierge requests and any early access to new listings, as shown in the app. If we change what a tier includes, the change applies from your next billing period. Ending a subscription ends the benefits at the end of the period you have paid for.

11. For passengers: right of withdrawal

Using Valuaire as a platform is free of charge and you can end it at any time by closing your account.

Where you are a consumer with a statutory right of withdrawal, note that contracts for the carriage of passengers and for services on a specific date or within a specific period are excluded from that right by law; the Cancellation Policy applies to them instead. For subscriptions, the right of withdrawal is exercised through the store where you bought it, and it ends when the digital service begins with your express consent.

12. For providers: what you warrant

As every provider, you warrant that:

• you act commercially and are entitled to offer what you list;
• your details about yourself, your company and your services are accurate and current;
• you comply with the laws that apply to you, including tax, levies, invoicing, sanctions and consumer protection. Valuaire does not issue invoices on your behalf and does not check them;
• you do not share your account and only authorised people act on it.

As an operator, you additionally warrant that:

• you hold a valid Air Operator Certificate and every licence and permit required for the flights you list, and that they remain valid for each flight;
• every aircraft you list is registered, airworthy and maintained as required, and every crew member is licensed and rested as required;
• you carry liability insurance for passengers, baggage and third parties at least at the levels required by Regulation (EC) 785/2004 or the equivalent rules of your state of registration;
• you comply with aviation safety, security, customs and sanctions rules on every flight.

As a concierge, you additionally warrant that:

• you hold the permits your intermediary activity requires where you are based;
• you carry liability insurance for what you do;
• you present yourself to your guest openly as an intermediary, not as the provider of the service;
• you act on your guest's instructions and with their authority, and you pass on the provider's terms unchanged.

As a broker, you additionally warrant that:

• you hold the permits your brokerage activity requires where you are based;
• you list a flight only if the operator actually offers it, and you state registration, times and net price correctly;
• the operator's contact address comes from a business source and you are allowed to pass it on for this request;
• a listing goes live only once the operator has confirmed it, and your margin is shown to the guest as part of the price.

As a service partner, you additionally warrant that:

• you hold the permits and licences your category requires, such as passenger transport, hospitality or food safety approvals;
• you carry liability insurance appropriate to what you do;
• your staff are qualified and permitted to deliver the service;
• if you use subcontractors, you answer for them as for yourself and you tell your customer.

13. For providers: credentials

Some claims have to be evidenced: an Air Operator Certificate, an insurance certificate, a licence, a safety rating. You upload the documents, we review them and mark the credential verified or rejected. What becomes publicly visible is only the type of credential and its status, never the document and never the number in it.

When a credential expires it stops counting by itself. Without the credentials your role requires you are not shown in search and directories, and an operator cannot publish flights. Jobs already running are unaffected.

A credential you merely claim is not one. Do not list what you cannot evidence.

14. For providers: listings and offers

What you list, you must be able to deliver. Route, date and time, aircraft, seats, price and currency for a flight; category, service area, capacity, hours and prices for a service. Keep them current and withdraw what is no longer available.

Your currency is pre-filled from the country of your registered seat; you can change it in your payment details.

An operator may list a flight anonymously. Anonymity ends at the latest when the operator responds to a request, and always before the booking becomes binding. The operator's own duty to disclose the operating carrier before the contract of carriage is concluded remains with the operator.

You choose the cancellation terms that apply to each listing from the options the app offers. They are shown to the passenger before the request.

15. For providers: requests, the charter board and acceptance

Requests reach you in the app. Answer them; a request you leave unanswered lapses and counts against your response time.

Your acceptance of a request is binding. From that moment the passenger relies on it, and the Cancellation Policy applies to both sides.

On the charter board every qualified operator sees the passenger's request. An offer you submit is binding until the request expires, unless the passenger has accepted another offer first. The passenger's acceptance concludes the contract.

Requests you receive through Valuaire, you complete through Valuaire. Routing them around the platform to avoid the commission is a breach of these Terms and a ground for closing your account.

16. For providers: price, payment and commission

You name your price and your currency. The passenger pays you directly, into the account you have stored in your payment details. Before you can accept a request or submit an offer, payment details must be on file; otherwise your customer cannot see where to send the money.

You confirm receipt of payment yourself in the app. That confirmation is your statement, not our finding.

Every job placed through Valuaire carries a commission on the agreed price. The rate depends on your subscription tier and is set out in the Commission Schedule, which forms part of these Terms and is shown to you before you apply as a provider. When the commission becomes due, how cancellations affect it and how it is invoiced is set out there. Commission is invoiced to you monthly and treated as accepted after 30 days without objection.

A concierge may not take an additional placement fee from a provider for a job arranged through Valuaire without telling the guest. Whatever fee you agree with your guest is your business and stays between you.

17. For providers: completing a job

Once you have delivered, you report it in the app. The passenger is asked to confirm and reminded after 24 hours. If they do not confirm, the system closes the job itself 48 hours after your report. For flights, both sides confirm arrival.

Closing a job is not a judgement on whether the service was good, only a finding that the deadline passed. Disputes go through support, not through completion.

18. For providers: if you cancel

A job you have accepted, you deliver. If you must cancel, do it in the app as early as possible and offer an alternative where you can. The passenger owes nothing for a job you cancel, and you refund what the passenger has paid.

A cancellation on your side is recorded and may affect your rating and visibility; repeated cancellations are a ground for restriction under section 28. Cancellations caused by weather, air traffic control, technical safety findings or other events outside your control count as force majeure if you can evidence them.

19. For providers: customer data

You receive passenger names, contact details, travel details and, where needed, identity documents in order to carry out the job. You use them for that and nothing else: no resale, no marketing without separate consent, no retention beyond what the law requires of you. For this data you are an independent controller under data protection law.

A concierge passes guest data only to the providers who need it for the specific job, and only as far as that requires.

20. For providers: how you get found

Your placement in lists and search results follows how well you match the search, how complete and verified your profile is, how fast you respond, your reviews and how current your listings are. Passengers on higher subscription tiers see new listings earlier, up to 72 hours before everyone else. Featured placements are chosen editorially and are marked as such.

Subscription tiers affect your commission rate and early access, not whether you are found at all.

21. For providers: subscriptions

Provider subscriptions (Core, Plus, Black) are bought through the Apple App Store or Google Play. Price, billing period, automatic renewal and cancellation follow the rules of that store. Your tier determines your commission rate and the early-access window as shown in the Commission Schedule and in the app. A change of tier applies to jobs accepted after the change; running jobs keep their rate.

22. For providers: liability and indemnity

You are liable for the flight or service you provide. An operator is liable as the operating carrier under the applicable law. You indemnify Valuaire against claims a passenger or third party brings against us because of your flight, your service or a breach of these Terms by you.

23. For providers: independence

Nothing in these Terms creates an employment, agency, partnership or joint venture between you and Valuaire. You remain free to offer your services elsewhere; we do not require exclusivity.

24. Reviews

Passengers and providers can review each other after a completed job. Both reviews stay hidden for 14 days and then become visible together, or sooner once both have been submitted, so that nobody writes in reaction to what the other wrote. A review can be edited within 24 hours of submission and must contain at least 50 characters.

Reviews must be honest and based on your own experience. Offering or accepting anything in exchange for a review, reviewing your own listing or asking someone to do so on your behalf is prohibited. We remove reviews that breach these rules or the Community Guidelines and tell the author why.

25. Content, conduct and moderation

Whatever you post on Valuaire, such as listings, messages, reviews and photos, stays yours. You grant Valuaire a non-exclusive, worldwide licence to display it on the platform and in the app and website for as long as it is on Valuaire, and to keep it as evidence where the law requires.

You do not post content that is unlawful, harassing, abusive, hateful, defamatory, obscene or misleading, and you do not harass other users. The Community Guidelines set out the details.

Every listing, message and review can be reported from within the app. We look at every report, a person decides, and we tell the reporter and the affected user what we decided and why. Where we remove content or restrict an account, the affected user can appeal. Where a crime is involved, we work with the authorities.

26. Intellectual property

The Valuaire app, website, design, logos, texts and software belong to Valuaire or its licensors and are protected by intellectual property law. You may use them only to use Valuaire as intended. You may not copy, modify, reverse engineer, scrape or redistribute them without our written permission.

27. Prohibited uses

• using Valuaire for an unlawful or fraudulent purpose;
• creating fake accounts, listings, requests or reviews;
• attempting to reverse engineer, hack, overload or interfere with the app or its data;
• harvesting data or contacting users for purposes outside Valuaire;
• advertising other services in chats;
• taking a deal off the platform to avoid the commission.

28. Suspension, restriction and termination

We can hide a listing, disable a feature, restrict or close an account for breaches of these Terms, the Commission Schedule, the Cancellation Policy or the Community Guidelines, for false information, for missing credentials, for repeated cancellations, or where we are legally required to act.

We tell you the reason, and you can appeal from within the app. We aim to respond within two business days. If the suspension is about missing credentials, supplying them is enough.

For a provider, we give the reason for a permanent closure at least 30 days in advance, unless we are legally required to act immediately or the case involves repeated or serious breaches. Where safety is at stake we act immediately and explain afterwards.

29. Liability of Valuaire

Valuaire is liable without limit for intent and gross negligence and for injury to life, body or health.

For ordinary negligence we are liable only for the breach of obligations that are essential to these Terms, and then only for the typical, foreseeable loss. We are not liable for the flights and services of providers, for the conduct of other users, or for information they provide.

We do not owe uninterrupted availability of the platform, nor any particular number of requests or jobs. Nothing in this section limits liability that cannot be limited under the law that applies to you.

30. Changes to these Terms

When we change these Terms, we publish the new version in the app and on the website with a summary of what changed, and we notify you. Changes that affect your rights or obligations take effect no earlier than 15 days after notice. Until then the previous version applies.

If you do not accept a change, you can close your account. A provider who does not accept a change cannot take on new jobs; jobs already running stay on the previous terms. Purely editorial corrections are published without a new acceptance.

31. Term and termination

These Terms apply for as long as you have an account. You can end them at any time by closing your account. We can end them with 30 days' notice, and without notice for cause as described in section 28.

Jobs that have been accepted are completed, and commission accrued up to the end remains due.

32. Governing law and disputes

These Terms are governed by the laws of the Dubai International Financial Centre. The DIFC Courts have jurisdiction over disputes arising from these Terms.

If you are a consumer, the mandatory consumer protection rules of the country in which you have your habitual residence remain unaffected, and you may bring proceedings in the courts of that country. An agreement to arbitrate is not part of these Terms.

Before that, we talk. Complaints about a decision of ours go to support from within the app, and we respond within two business days. If that gets us nowhere, we are willing to mediate and to split the cost.

33. Final provisions

• If a provision of these Terms is invalid, the rest remains in force.
• You may not assign your rights under these Terms without our consent. We may assign them to a successor of the platform, with notice to you.
• These Terms, together with the documents named in section 1, are the entire agreement between you and Valuaire about the platform.
• The English version of these Terms is authoritative; translations are provided for convenience.
• Sections 19, 22, 24, 25, 26, 29, 32 and 33 survive the end of these Terms.