Terms and Conditions

Terms & Conditions
1) Parties, definitions, and application
1.1 These Invoice Terms & Conditions (“Terms”) apply to all services and/or resources supplied by ART Ambulance Services L.L.C. (“ART”, “Supplier”) to the entity billed on the invoice (“Client”).
1.2 “Services” includes (without limitation) medical bystanding/standby/event medical coverage, corporate medical services, medical transport/transfer (BLS/ALS or other levels), dispatch/coordination, medical staffing, equipment provision, consumables, documentation, and any ancillary work.
1.3 These Terms apply to every quotation, booking, confirmation, deployment, and invoice issued by ART. Any Client purchase order or other terms are rejected unless expressly accepted in writing by ART.

2) Indicative pricing; estimates; final Charges
2.1 All pricing provided by ART is indicative only and based on preliminary information supplied by the Client. Pricing may change due to factors including (without limitation): event size/duration/location/activities; patient condition; distance; service level required; escort requirements; timing; special equipment; access constraints; waiting time; and requirements imposed by authorities.
2.2 Final pricing is confirmed in writing upon (i) Client acceptance of quotation and (ii) ART issuing written confirmation that the booking/transport is “Booking Confirmed”.
2.3 Unless explicitly agreed as a fixed-price package in writing, Charges reflect actual resources deployed and time spent, including mobilisation, standby, waiting, demobilisation, and third-party costs reasonably incurred.

3) Deposits and prepayments
3.1 All deposits are non-refundable unless ART explicitly agrees otherwise in writing.
3.2 Where prepayment is required, ART has no obligation to reserve or deploy any personnel, vehicles, or equipment until prepayment is received in cleared funds within the stated timeframe. ART may allocate resources to other clients without liability.

4) Booking confirmation; no obligation until confirmed
A request is not binding on ART unless and until: (a) the Client accepts the quotation; and (b) ART issues written confirmation stating the booking/transport is “Booking Confirmed”; and (c) the Client has completed required prepayment(s).

5) Regulatory compliance; authority requirements; revision and cancellation
5.1 Services are provided subject to applicable regulations and oversight by relevant authorities (including, where applicable, DCAS).
5.2 Where authorities impose additional requirements (e.g., higher-level care, additional staffing/equipment/vehicles, revised site arrangements), ART may revise the quotation and invoice accordingly.
5.3 If ART cannot fulfil additional authority requirements due to availability or constraints, ART may cancel the booking without liability, without prejudice to ART’s right to invoice for costs incurred and Services already performed.
5.4 ART is not liable for delays or cancellations caused by inspections, interventions, restrictions, or directives by authorities.

6) Client and venue responsibilities (events/standby)
6.1 The Client and venue (where applicable) are jointly responsible for compliance with all laws, permits, licences, and safety requirements relevant to the event/site.
6.2 The Client/venue must allow authority access for inspections without obstruction and ensure clear/unrestricted access for ART vehicles and staff at all times.
6.3 The Client/venue must provide essential on-site support for the deployment, including at minimum: clean drinking water for ART staff; a shaded area; access to restrooms; and where appropriate: electricity and reasonable air conditioning.
6.4 The Client must accurately complete ART’s event risk assessment and any other required forms.
6.5 Failure to comply may result in delays, withdrawal, refusal to commence Services, and/or additional Charges. ART is not liable for disruption, injury, loss, fines, or claims arising from such failure.

7) Client responsibilities (medical transport/transfer)
7.1 The Client must provide complete and accurate information including: patient condition, relevant medical history, infectious diseases, mobility limits, required escort/equipment, exact pickup/drop-off locations and accessibility, and required documentation (e.g., discharge letters, approvals, ID).
7.2 The Client must ensure an authorised person is available to release/receive the patient at each location.
7.3 Inaccurate/omitted information or inaccessible/unsafe locations may result in delays, additional Charges, or refusal/withdrawal of the service without liability to ART.

8) Escort and companion policy
8.1 ART assigns medical escorts based on patient condition and regulatory requirements.
8.2 A companion may accompany only if space is available, the companion does not interfere with care, and complies with staff instructions.
8.3 ART may refuse companions in the interest of patient safety and operational efficiency.

9) Waiting time; delays; operational disruption
9.1 Delays caused by the Client, patient, venue, or facility may be billed as waiting time and may trigger rescheduling or rerouting at ART’s discretion.
9.2 For transport/transfer, ART may cancel the service (and charge up to 100% as per Clause 11) if delays exceed 30 minutes without notice or justification, or materially interfere with operations.

10) Extensions and overtime (events/standby)
10.1 If the event exceeds the scheduled end time by more than ten (10) minutes, the Client must sign ART’s Event Extension Form (or equivalent confirmation) with the on-site team leader.
10.2 Additional time is billed at a 25% surcharge hourly rate stated in the quotation (or, if not stated, ART’s prevailing rate) and subject to availability.
10.3 If the Client refuses or fails to extend formally, the Client assumes full responsibility for any incident, injury, claim, fine, or liability occurring after the scheduled end time and shall indemnify ART accordingly.

11) Cancellations, amendments, and short-notice changes
11.1 All cancellations must be in writing.
11.2 Event/standby: cancellation within 48 hours of deployment: ART may charge up to 100% of the total quoted fee (ART’s sole discretion).
11.3 Transport/transfer: cancellation within 24 hours of scheduled pickup: ART may charge up to 100% of the quoted fee. Rescheduling with less than 12 hours’ notice may incur additional Charges, subject to availability.
11.4 Any changes to time, location, activities, audience size, risk profile, pickup/drop-off details, patient condition, service level, escort/equipment, or documentation are material and may result in revised pricing/conditions or refusal due to availability.
11.5 Any adjustment to timings or additional requests made less than 48 hours before event deployment incurs an additional charge of 25% of the total fee (minimum AED 200), subject to availability.
11.6 Where scheduled time is reduced, no partial reimbursement or credit is issued.
11.7 ART is not responsible for any loss, penalty, inconvenience, or third-party costs arising from Client cancellations/rescheduling.

12) Invoicing and payment
12.1 Unless otherwise agreed in writing, invoices are due and payable immediately upon issue and receipt.
12.2 The Client may not withhold or set-off any amounts due.
12.3 Any invoice query must be raised in writing within 7 days of the invoice date, specifying disputed line items and reasons. Undisputed amounts remain payable immediately.

13) Late payment fees, interest, suspension, and recovery costs
13.1 For any invoice unpaid after its due date, ART may charge a fixed administrative fee of AED 400 per payment reminder and/or collection notice.
13.2 Overdue amounts shall accrue late payment interest at a rate of fifteen percent (15%) per annum, calculated on a simple (non-compounding) basis from the day following the due date until paid in full, or the maximum permitted by applicable law, if lower.
13.3 ART may suspend or refuse further services or bookings until all overdue amounts are paid, without liability to the Client. ART may require advance payment in full for future Services.
13.4 The Client shall pay all reasonable recovery costs incurred by ART (including legal fees, court fees, and external collection agency costs), to the extent permitted by law.

14) Standard of care; limitation of liability; exclusions; cap
14.1 ART will exercise reasonable care, skill, and diligence in performing the Services.
14.2 ART shall not be liable for any direct, indirect, incidental, consequential, punitive, or special damages (including loss of profit, business interruption, reputational damage, or third-party claims) except where resulting directly from ART’s proven gross negligence or wilful misconduct.
14.3 Without limitation, ART is not liable for injury, loss, delay, damage, or failure arising from: inaccurate/incomplete information; Client/venue non-compliance; denied access; inadequate site conditions; patient unavailability or facility hold-ups; traffic/road closures; environmental factors; vehicle breakdowns; inherent risks or pre-existing patient conditions; third-party actions/omissions (including hospitals/clinics/venue/security/Client contractors); delayed notification; or resource limitations outside ART’s reasonable control.
14.4 ART’s total aggregate liability for any single event or transport shall not exceed the total amount actually paid by the Client for that specific Service, excluding VAT and disbursements, unless otherwise agreed in writing.

15) Indemnity
15.1 The Client shall fully indemnify, defend, and hold harmless ART, its directors, officers, employees, agents, subcontractors, and representatives from and against all claims, demands, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
(a) breach of these Terms by the Client;
(b) errors, omissions, or misrepresentations in information provided to ART;
(c) incidents occurring at an event/site or during transport not caused solely and directly by ART’s proven gross negligence or wilful misconduct;
(d) third-party claims relating to the conduct, safety, management, or environment of the event/site/facility.

16) Force majeure
16.1 ART is not liable for delay, disruption, or failure to perform due to events beyond reasonable control, including natural disasters, government actions/restrictions, war/terrorism/civil unrest, pandemics/outbreaks, labour disputes, utility failures, transportation disruptions, traffic accidents, congestion, checkpoints, road closures, and authority response delays.
16.2 Any service levels, response times, penalties, or liquidated damages do not apply where impacted by force majeure. Parties will cooperate in good faith to reschedule or adjust scope.

17) Confidentiality and medical information
17.1 Non-public information (including event logistics, pricing, operational procedures, and communications) shall be kept confidential and used only for service execution.
17.2 Personal and medical information obtained during service delivery shall be treated as confidential and may be disclosed only if required by law/authority, authorised in writing by the Client/patient (as applicable), or necessary for clinical handover.
17.3 Confidentiality obligations survive completion/termination for six (6) months (commercial confidentiality) and for medical confidentiality as required by applicable law and professional standards.

18) Documentation, records, and media
18.1 ART may collect and retain internal service logs, incident records, patient report forms, and other documentation for regulatory, audit, quality assurance, and operational purposes.
18.2 ART may take general non-identifying photos/media for internal training/documentation/quality assurance. ART may use selected media for marketing/PR provided no identifying medical information is disclosed.

19) Right to refuse or withdraw Services
19.1 ART may refuse to commence, or may immediately suspend/withdraw Services without refund and without liability if:
(a) staff safety may be compromised (abuse/threats/unsafe conditions);
(b) the location is inaccessible/unsafe/not prepared;
(c) the patient condition is unsafe for the requested (non-emergency) transport level;
(d) required documentation/information is missing or inaccurate;
(e) the Client fails to comply with obligations; or
(f) the service would breach laws/regulations or involve unlawful/hazardous activity.
19.2 ART will notify the Client and may assist with alternative arrangements where feasible, without assuming liability.

20) Subcontracting
ART may subcontract part or all Services to licensed/qualified providers, who must comply with ART quality standards and applicable regulations.

21) Governing law and jurisdiction
These Terms are governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. Any dispute is subject to the exclusive jurisdiction of the Dubai courts.