Terms of Service

1. Acceptance of Terms

By accessing or using the Motorna platform at motorna.ae (the "Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Platform. Motorna reserves the right to modify these Terms at any time, and your continued use constitutes acceptance of any changes.

2. About Motorna

Motorna is a marketplace that connects vehicle owners ("Customers") with automotive service providers ("Garages") in the United Arab Emirates. We facilitate the discovery, booking, and payment process but are not ourselves a garage or automotive service provider.

3. Accounts

• You must be at least 18 years old to create an account.
• You are responsible for maintaining the confidentiality of your login credentials.
• You must provide accurate and complete information during registration.
• You are responsible for all activity that occurs under your account.
• We reserve the right to suspend or terminate accounts that violate these Terms.

4. For Customers

4.1 Bookings

When you book a service through Motorna, you enter into a service agreement directly with the Garage. Motorna facilitates this transaction but is not a party to the service agreement between you and the Garage.

4.2 Payments

• Payments are processed securely through our payment processor.
• At checkout you pay the quoted service price plus any applicable processing fees, which are shown to you before you confirm.
• Motorna holds your payment after you book — your funds are not released to the Garage at the time of booking. Payment is released to the Garage only after the Garage marks the service completed and you confirm completion, or it is automatically confirmed 24 hours after the Garage marks it complete if you do not respond.
• You agree to pay all charges associated with your bookings.

4.3 Cancellations and Refunds

Cancellation and refund terms are set by Motorna and apply uniformly across the Platform:

• 4 or more hours before the booking start time: cancel for a 100% refund of the amount paid.
• Less than 4 hours before the booking start time: the service amount is refunded less a AED 20 late-cancellation fee.
• No-show (you neither attend nor cancel): non-refundable.
• If the Garage cancels, fails to attend, or is unable to perform the booked service, you receive a 100% refund automatically, regardless of timing.

Refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank.

4.4 Service Quality and Refund Requests

If a service was performed but you are not satisfied with its quality, you may raise a complaint within 7 days of the service date. Motorna will review the matter with you and the Garage and resolve it on a case-by-case basis — by arranging a re-do of the service, a partial refund, or a full refund where the service was not delivered or materially failed to match what was booked. Motorna makes the final determination on the outcome. Requests raised more than 7 days after the service date may not be eligible.

4.5 Reviews

You may leave reviews and ratings for Garages after a completed service. Reviews must be honest, relevant, and not contain offensive, defamatory, or misleading content. We reserve the right to remove reviews that violate these guidelines.

5. For Garages

5.1 Listing Requirements

• You must hold all necessary licenses and permits to operate in the UAE.
• Service descriptions and pricing must be accurate and up to date.
• You must maintain the quality of service as represented on your listing.

5.2 Obligations

• Honor all confirmed bookings unless cancelled within the allowed policy.
• Provide services in a professional, safe, and timely manner.
• Respond to customer inquiries and booking requests promptly.
• Comply with all applicable UAE laws and regulations.

5.3 Fees and Payouts

Motorna charges a commission on transactions processed through the Platform. Your specific commission rate, payout schedule, and fee structure are detailed in your Garage agreement (Service Provider Agreement) with Motorna. Payouts are released after the booked service is marked complete and confirmed by the Customer (or auto-confirmed after 24 hours), in accordance with Section 4.2. Where a Customer refund is approved under Sections 4.3 or 4.4, the corresponding amount will not be paid out, or will be recovered from your payouts if already released.

6. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose
• Provide false or misleading information
• Interfere with the Platform's operation or security
• Scrape, crawl, or use automated means to access the Platform without permission
• Harass, abuse, or threaten other users
• Circumvent the Platform to arrange services or payments directly
• Create multiple accounts for fraudulent purposes

7. Intellectual Property

All content on the Platform, including the Motorna name, logo, design, and software, is owned by Motorna or its licensors. You may not copy, modify, distribute, or create derivative works without our prior written consent.

8. Limitation of Liability

Motorna acts as a marketplace facilitator and is not liable for the quality, safety, or legality of services provided by Garages. To the maximum extent permitted by UAE law, Motorna shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Platform.

9. Dispute Resolution

If a dispute arises between a Customer and a Garage, we encourage both parties to attempt to resolve it directly. Motorna may, at its discretion, mediate disputes but is not obligated to do so. For disputes with Motorna, the laws of the United Arab Emirates shall apply, and any legal proceedings shall be conducted in the courts of Dubai, UAE.

10. Indemnification

You agree to indemnify and hold harmless Motorna, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Platform or violation of these Terms.

11. Termination

We may suspend or terminate your account at any time for violation of these Terms or for any reason at our sole discretion. Upon termination, your right to use the Platform ceases immediately.

12. Contact Us

If you have questions about these Terms, please contact us at support@motorna.ae or through our Contact page.