PASSENGER BOOKING CONTRACT

1. Purpose and scope

1.1 This Passenger Booking Contract (the “Booking Contract”) governs each private hire or chauffeur booking accepted by Dawa Exec Ltd (“Dawa”, “we”, “us” or “our”). Dawa Exec Ltd is the legal contracting entity and a Transport for London licensed private hire operator.

1.2 The Booking Contract applies whether the Service is marketed under Dawa Exec, Dawa Exec Chauffeurs, Dawa Cars or another Dawa Exec Ltd trading or service name.

1.3 This document is focused on the legal relationship for an individual Booking. It is read together with the Dawa Exec Ltd Terms & Conditions, Cancellation & Refund Policy, Payment & Billing Information, Privacy Policy and any expressly agreed client-specific or journey-specific terms.

2. Customer, Passenger and responsibility for the Booking

2.1 The “Customer” is the person or organisation that makes or takes responsibility for the Booking. The “Passenger” is the person travelling and may be different from the Customer.

2.2 A company or other organisation may make a Booking for an employee, client, guest or other Passenger. An individual may also make a Booking for another person.

2.3 Unless Dawa expressly agrees otherwise, the Customer remains responsible for the Booking, the fare and the accuracy of the booking information even where another person is the Passenger.

2.4 The Passenger must comply with the conduct, safety and lawful journey requirements that apply while using the Service.

3. When a Booking is formed

3.1 A quote, availability indication or booking request is not itself an accepted Booking.

3.2 For a secure-payment Booking, where payment succeeds and the Dawa booking system then displays or issues “Booking Confirmed”, Dawa accepts the Booking and the Booking Contract is formed at that point.

3.3 For Book on Account, manually arranged or other non-secure-payment Bookings, the Booking Contract is formed when Dawa issues a Booking Confirmation or otherwise expressly confirms acceptance through an authorised Dawa channel.

3.4 A failed, incomplete or abandoned payment does not create a confirmed Pay Now Booking unless Dawa separately confirms acceptance.

3.5 Before acceptance, Dawa may decline a request where the Service is unavailable, unlawful, outside Dawa’s operating capability, based on materially incomplete or inaccurate information, or affected by an obvious system or pricing error.

4. Booking Confirmation and Customer checks

4.1 The Booking Confirmation records the material details of the accepted Booking. The Customer must check it promptly and notify Dawa as soon as reasonably possible if anything material is incorrect.

4.2 The Customer is responsible for providing accurate passenger name and contact details, pickup and destination, date and time, additional stops, flight or train information, vehicle requirements and any relevant special instructions.

4.3 Where a Customer books for another Passenger, the Customer should provide only the Passenger information reasonably necessary for the journey and should make the Passenger aware that their information has been provided to Dawa.

5. What Dawa commits to after confirmation

5.1 Once the Booking is confirmed, Dawa will perform or arrange the Service as the contracting private hire operator in accordance with the Booking Confirmation and the applicable Dawa legal documents.

5.2 Dawa will arrange an appropriately licensed Chauffeur and a suitable Vehicle for the confirmed Service and will use reasonable care in dispatching and managing the Booking.

5.3 Dawa may substitute the originally allocated Chauffeur or Vehicle where reasonably necessary for availability, safety, service continuity, breakdown, illness or another operational reason.

5.4 Where reasonably practicable, a substitute Vehicle will be of the same or a suitable equivalent service class. If a material downgrade occurs, Dawa will deal with the effect on the fare fairly where an adjustment is justified.

5.5 Unless expressly guaranteed by Dawa in writing, a Booking does not guarantee one named Chauffeur, one exact Vehicle registration or an exact journey duration.

6. Chauffeur and Vehicle details before the journey

6.1 A confirmed Booking does not give the Customer an immediate contractual right to the identity or personal contact details of a Chauffeur who may only be provisionally allocated.

6.2 Chauffeur and Vehicle details are normally released when the Chauffeur moves to the On My Way stage, before the journey begins.

6.3 At or before that stage, Dawa will provide the Passenger or booker with the identifying information required for the Booking, including the Chauffeur’s first name, the Vehicle registration, the Chauffeur’s TfL/PCO Private Hire Driver Licence number and, where the communication channel can receive it, a photograph of the Chauffeur. Dawa will also provide details of how the Passenger can speak to Dawa’s operating centre during the journey, and may provide permitted Chauffeur contact options.

6.4 If the Chauffeur or Vehicle is substituted, Dawa may update the identifying details to those of the replacement.

7. Pickup, arrival and ordinary waiting

7.1 The Passenger must be ready at the confirmed pickup location at the agreed time and should remain reasonably contactable using the contact information supplied for the Booking.

7.2 For ordinary non-airport pickups, the standard included waiting period is 15 minutes where that rule is stated as applicable to the Booking or Service. This 15-minute period is a Dawa service rule and is not presented as a statutory or TfL waiting-time requirement.

7.3 If the Passenger has not appeared by the end of the applicable included waiting period, and no additional waiting has been agreed, the Chauffeur may leave and the Booking may be treated as a customer no-show under the Cancellation & Refund Policy.

8. Airport flight-arrival pickups

8.1 For a flight-arrival pickup where Dawa has the relevant flight details, the standard included airport waiting period is 90 minutes from the aircraft’s actual recorded landing time. This is a Dawa service rule and is not presented as a statutory or TfL requirement.

8.2 If the flight lands earlier or later than scheduled, the 90-minute period runs from the actual recorded landing time.

8.3 A flight delay does not by itself make the Passenger a no-show where Dawa is aware of the relevant flight delay.

8.4 If the Passenger has not appeared by the end of the 90-minute included period and no additional waiting has been agreed, the Chauffeur may leave and the Booking may be treated as a customer no-show.

9. Additional waiting

9.1 Included waiting does not create an entitlement to unlimited waiting.

9.2 Before the Chauffeur leaves, the Customer or Passenger may ask Dawa for additional waiting time.

9.3 Additional waiting is only provided where the Chauffeur is willing and able to remain, Dawa confirms a defined additional waiting period and price, and the Customer pays that additional amount upfront unless Dawa expressly agrees another arrangement.

9.4 An agreed additional waiting period is for the defined period only. A further extension requires a further agreement. If no further extension is agreed, the Chauffeur may leave when the agreed period ends.

9.5 Book on Account does not automatically accumulate waiting-time charges merely because the Chauffeur remains at the pickup point. Any additional waiting outside the included period must be specifically agreed in accordance with this section.

10. Changes requested after the journey starts

10.1 A Passenger may request an additional stop, destination change, material route change, journey extension or another change after pickup, but the request is not automatically accepted.

10.2 The Chauffeur will refer a material change to Dawa where the change affects price, timing, legal driving constraints, Vehicle suitability, the Chauffeur’s availability or another Booking.

10.3 Dawa will decide whether the change can be accepted and, where reasonably possible, will confirm any additional price or revised arrangement before the additional service is provided.

10.4 The Chauffeur is not authorised to independently negotiate a new Dawa fare with the Passenger.

10.5 For a non-account Customer, a material additional service that requires extra payment will normally be paid upfront before it is provided unless Dawa expressly agrees another arrangement.

11. Completion of the Service

11.1 A journey is normally completed when the Chauffeur has transported the Passenger to the confirmed final destination, including any additional stops or changes expressly accepted by Dawa.

11.2 The Service may also be treated as completed where the Passenger asks to end the journey early, leaves the Vehicle before the final destination by choice, or the Service has otherwise been fully performed in accordance with the confirmed Booking.

11.3 Completion does not prevent later handling of a complaint, refund review, lost property, invoice or payment issue, incident investigation or another obligation that naturally continues after the journey.

12. Dawa cancellation or inability to perform

12.1 If Dawa cannot provide the confirmed Service, Dawa may first try to arrange a suitable replacement Chauffeur, Vehicle or approved Partner Operator.

12.2 If Dawa still cannot perform the Booking, Dawa will inform the Customer as soon as reasonably possible and cancel the Booking.

12.3 Where the Service has not been provided at all, the Customer will not remain liable for the unperformed journey. Any applicable Pay Now payment will be refunded and an unperformed Book on Account journey will not be invoiced as a completed journey.

12.4 Where only part of the Service has been performed, any fare adjustment or refund will be considered fairly by reference to the part of the Service actually provided and the circumstances.

13. Safety, passenger conduct and early termination

13.1 Dawa and the Chauffeur may refuse to start or may end a journey early where continuing would create a genuine safety, legal or serious conduct problem.

13.2 This may include violent, threatening or abusive behaviour, harassment or discriminatory abuse, serious intoxication affecting safety, unlawful activity, dangerous or prohibited items, interference with safe driving, deliberate or serious Vehicle damage, refusal to comply with lawful and reasonable safety instructions, or passenger numbers or luggage exceeding safe or legal capacity.

13.3 Where reasonably possible, the Chauffeur will notify Dawa before terminating a journey unless immediate action is necessary for safety.

13.4 Where the journey is terminated because of serious passenger conduct, the Customer is not automatically entitled to a refund. The financial outcome depends on the Service already performed, the reason for termination and the applicable Cancellation & Refund Policy.

14. Partner Operators and subcontracted fulfilment

14.1 Dawa may arrange for another appropriately licensed Partner Operator to perform all or part of a Booking where reasonably necessary for availability, service continuity, geographic coverage, specialist vehicle requirements or operational disruption.

14.2 Dawa remains the original contracting operator unless the Customer expressly agrees a different contractual arrangement. Dawa remains responsible for its own operator and contractual obligations to the extent required by law and the agreed contract.

14.3 Dawa may share with the Partner Operator the minimum Passenger and Booking information reasonably necessary to perform the Service.

14.4 Use of an approved Partner Operator does not by itself increase the agreed Customer fare.

15. Cancellation, no-show, payment and refunds

15.1 Customer cancellations, no-shows, Dawa cancellations and refunds are governed by the Dawa Exec Ltd Cancellation & Refund Policy and the applicable Booking Confirmation.

15.2 The detailed cancellation time bands and financial consequences are not repeated here. Where client-specific cancellation terms have been expressly agreed in writing, those terms apply to the relevant client or Booking to the extent they conflict with the default policy.

15.3 Payment, invoicing, Pay Now and Book on Account arrangements are governed by the Payment & Billing Information, the Booking Confirmation and any applicable client-specific account terms.

16. Relationship with the Terms & Conditions

16.1 This Booking Contract must be read with the Dawa Exec Ltd Terms & Conditions.

16.2 If there is a genuine conflict concerning the private hire Booking relationship, this Booking Contract takes precedence over the general Terms to the extent of that conflict, subject to any expressly agreed client-specific or journey-specific terms that rank above it under the legal-document hierarchy.

16.3 The Terms & Conditions continue to govern matters not specifically dealt with in this Booking Contract, including liability, privacy, account suspension, governing law and general legal provisions.

17. Company and regulatory information

17.1 Legal company: Dawa Exec Ltd.

17.2 Company number: 17265271.

17.3 Registered office: 4 Forbes Street, London, E1 1PF, United Kingdom.

17.4 Transport for London private hire operator licence: 12015.

17.5 VAT registration: GB 521 5818 03.

17.6 ICO registration: ZC168060.

17.7 Website: https://dawaexec.com.

17.8 Email: info@dawaexec.com.

17.9 Telephone: +44 (0)20 3679 1998.

17.10 24/7 booking / journey support: +44 (0)7417 514014.

Document status: Current published Version 1.0. Effective 14 September 2026.