Terms and Conditions

1. TERMS AND CONDITIONS

Last Updated: 01-Apr-2023

Please read these terms and conditions carefully before using the website and any of the services offered by Miles Automobiles.

Miles Automobiles (here after referred as “Miles”) owns and maintains the website (www.miles.qa), all of the contents (texts and photos) in it, the software applications, the backend platforms and the services offered. By using the website or any of the services offered by Miles, you agree to abide by the entire Terms and Conditions listed below. If you do not agree to any of the terms, we recommend not to continue using the website.

Any reference to “user”, “customer”, “you” or “your” is any individual or company using this website and the services offered by Miles. Our head office is located in Qatar and we may extend the services to other countries in the future. Your data collected from the respective country will be maintained only for the use of the specific country purposes and will not be shared with other countries.

The website and all the services are only offered to persons above 18 years old. Minors are not allowed to register or use the services.

1.1.Governing Law & Jurisdiction

In exchange for accessing, browsing and/or using the website and the services offered for any purpose, you agree to be bound by these terms and to comply with all applicable laws and regulations, including without limitation to Qatar law concerning the Protection of the Intellectual Work and Rights of the Author and the Implementing Regulations thereof. You represent you have the legal authority to accept these website Terms of Use on behalf of yourself or your heirs or any party you represent. Use of the Site is unauthorized in any jurisdiction that does not give effect to these website Terms of Use, including without limitation this paragraph.

Any dispute or claim arising out of or in connection with this terms of use, shall be subject to the exclusive jurisdiction of the courts of the Qatar, unless the service is provided in a different country, in which case it will be governed by that respective country's law and any dispute or claim arising out of or in connection with it shall be subject to the exclusive jurisdiction of the courts of the country we operate in.

1.2.Revisions

Miles may require to revise or withdraw certain contents, in whole or part, from Terms and Conditions from time to time, without prior notice. In case of any major updates that require notification to customers as part of the Government/Legal regulations, you will be notified of the change through email communication. The latest Terms & Conditions will be available on the website, which we advise you to review the same on time to time basis.

1.3.Our Contacts

Should you require us to reach us to enquire about the Terms & Conditions set out here, or to raise any dispute or complaints, please visit the Contact Us section on the website at https://www.miles.qa/contact-us

1.4.Data Collection

We collect 2 types of data from the website – Cookies and Personal Identifiable Information (PII). We will also be collecting data during our visit to collect to your vehicle or information related to your vehicle when in Garage. Data other than cookies are only collected to provide the services to our customers and will not be shared or used for any other purposes outside the Miles services offered. All PII collected are encrypted and securely stored, with limited and need to know access to Miles staff members.

Certain data, like information about your vehicle, including but not limited to, insurance information, will need to be shared with the Garage to carry out the service and as per the directions of the government regulations.

1.4.1.Personal Identifiable Information (PII)

In order to use the services offered by Miles, you will be required to register an account to keep track of your vehicles as well as the service history. During the registration, we will collect your PII, that includes:

Your name
Email address
Mobile number
Your location (only the location from where the vehicle should be picked)

These data will only be used for providing the service from Miles and will not be shared to any third party. Should you chose to use Tow Truck service, your name, mobile number and location will need to be shared with the Tow Truck service provider, which will be done with your knowledge

1.4.2.Cookies

We will be storing 2 types of cookies when you are accessing the website.

General Cookies: In order for the website to function normally and to provide you a better experience, we will need to use General cookies to store your session or actions. These cookies will not contain your PII
Analytics/Tracking Cookies: We will be using cookies for tracking your behaviour on the website and from third party advertisement platforms like Google, Facebook, to track our advertisements and performance. These cookies do not contain any PII and will only be used for tracking purposes for Miles.

1.5.Consent and Opting out

Miles will not send any marketing messages via Email or SMS, without your consent. During registration or while using the service, we will request your permission (Consent) to send marketing communications. You can always opt out from these marketing communications by logging into your account and disabling the consent. Once opted out, we will remove your details from our future communications within 48 hours.

We will be using reputable third party platforms to send email marketing communications, where your email address will be uploaded. For SMS, we will be using the operator services where your mobile number will be uploaded.

1.6.Prohibited Content

You are prohibited from posting or transmitting to or from the website any unlawful, threatening, libellous, defamatory, obscene, scandalous, inflammatory, pornographic, or profane material, or any other material that could give rise to any civil or criminal liability under the law. You agree (i) not to use the website to upload or distribute in any way files that contain viruses, corrupted files, or any other similar software or programs that may damage the operation of another's computer; (ii) not to interfere or disrupt the website or any networks connected to the website; (iii) not to use any device, software or routine or attempt to interfere with the proper functioning of the website or any transactions being offered at the website (iv) not to use the website to collect or export personal information, including, without limitation, financial information, about other participants at the website; (v) not to use the services, products associated with the website for illegal purposes, and (vi) to comply with all regulations, policies and procedures or networks connected to the website.

1.7.Copyright and Restrictions on use of Content

Miles retain the copyright along with the rightful owners on all text and graphic images that are used on this website and services offered. You acknowledge, that the Content is protected internationally by a variety of laws, including but not limited to, copyright laws and treaty provisions, trademark laws and other proprietary rights laws (collectively 'Rights'). You are hereby granted permission to access the Content from the website in whole or in part, (and except where otherwise specified or provided by Miles, print a single copy of the information for your own personal use) but only for purposes of viewing and browsing through the website or ordering services from the website if applicable. You are also hereby granted permission to the store files on your computer for your own personal use; reference hypertext documents on the website from your own documents. However, these permissions terminate automatically if you breach any of the Terms and Conditions mentioned here. All other use of Content from the website, including, but not limited to modification, publication, transmission, participation in the transfer of sale of, reproduction, creation of derivative works from, distribution, performance, display, incorporation into another website, reproducing the website (whether by linking, framing or any other method), 'mirroring' the website or in any other way exploiting any of the Content, in whole or in part, or downloading and using software repeatedly for uses other than those expressly permitted may not be made without Mile’s prior express written consent.

2. REGISTRATION FOR YOUR ACCOUNT

By registering with Miles – online or offline through our agents – you agree to the following terms.

Your Name, Email Address, Mobile Number, Location (Address) and other relevant details will need to be provided.
You agree that Miles can use these data while providing its services.
Miles will be communicating using your email or mobile number for any updates and notifications related to the services you have booked. Hence it is important that you provide accurate information during registration. Miles will not be responsible beyond its capacity, if you are not receiving communication through the provided channels, due to the incorrect information you shared or you do not have any more access to the email or mobile number you provided.
Miles will not share your PII with any external parties, unless required for Government or Legal requirements. All your data will be securely stored on Miles servers, with limited access to select staff members of Miles
Your personal information will need to be shared with Tow Truck service providers and Garages on need basis and based on the service requested.
You will always have the ability to delete your account from Miles at any time. Deleting an account will erase all your data and history of the services that you have used.
During registration or at any other time, if you have opted to receive marketing messages, Miles have the right to send you Email or SMS marketing communications within the allowed duration and legal requirements. You can opt out from or opt in to these marketing messages any time you require, by logging into your account.
For Corporate customers, Miles team will create your account from the backend, once the agreements are signed. You agree that Miles team has the right to update the information necessary on your account. You will be informed in advance of any major updates. Minor updates can be done without prior approvals.
It is your responsibility to set strong passwords and ensure to update regularly. Miles will not be responsible if your credentials are compromised and misused, unless it is not due to Miles system or personal actions.
Sharing your credentials with others will be your sole responsibility and Miles will not be responsible for any action done by the third party on your behalf.
In case your account is compromised, you should contact Miles team immediately.
Once registered and until you have manually deleted your account, your details will be available with Miles permanently with all the history.
You are responsible to update or inform Miles in case of any change in your Email address or Mobile number. All our communications will be using the latest data available in your account.
When using public machines or internet, we recommend you to Logout after using the Miles services.

3. USING OUR VEHICLE SERVICES

We provide services to Individuals and Corporates as listed on the website. You will be able to book for any service online or by reaching to your Account Manager (only for corporates). By availing the service from Miles, you agree to the following terms.

3.1.Agents and Partners

Agents collectively refers to Miles team of Supervisors, Drivers or Account Managers. These are employees or consultants, who are under the supervision of Miles.

The term Partners refers to Miles approved Garages, Spare Part dealers, Tow Truck service companies, Tyre Repair companies, Battery Service providers, and any other external company/service provider that will be used by Miles to provide the service to your Vehicle. These Partners are all vetted by Miles team, for quality and safety.

3.2.Vehicle Insurance

It is your responsibility to ensure that the vehicle is under valid insurance period when it is provided for Service to Miles and its Partners. Miles will not be responsible to check the insurance documents or for any insurance related fines during the possession of the vehicle with Miles, Agents or its Partners.

Agents have the right to refuse to collect your vehicle if your insurance is not valid. In such situations, reimbursements of any advance payment you have done will be subject to Miles’ further verification.

3.3.Services, Charges and Job Card

3.3.1. Services

Miles is committed to provide all the services as listed on the website or in the agreement for Corporate Customers. Miles may add or remove certain services depending on the availability of Partners. You can avail multiple services at the same time, and Miles will ensure all the services are carried out, even if it involves multiple Partners.

During the initial inspection or while the vehicle is being serviced, if there are any other issues that are noted by our Partners, Agents will communicate the details with you and provide the estimate. These issues will only be attended post your confirmation and approval on charges, if any.

It is the responsibility of Agents to ensure all the information are shared with you and prior approvals are obtained before any major works are carried out. Agents are also trained to ensure that the Partners do not carry out unnecessary works that are not mandatory.

Miles will provide the details of the Partner, should you wish to visit them and see the progress of your work. During the visit, you are not allowed to provide any approvals or discuss about charges with the Partners directly. In such a situation, Miles do not take the responsibility of the work done by the Partners and may cancel the services and return your vehicle without any refund.

3.3.2. Charges & Tax

All the charges mentioned on the website are only estimates based on certain vehicle make and model. Final charges, based on the services you avail, will be provided by Miles once the estimates are taken from respective Partners. By booking the services, you agree that the charges displayed are not final and may vary once the estimates are obtained. You will have the option to agree on the final estimate or reject the request completely. For reimbursements of payments done in advance when rejecting/cancelling a service request, please check the below section for “Refunds and Cancellations”.

All the charges mentioned are excluding VAT/Tax. Should there be any VAT/Tax requirement for the services or in the near future as per Government regulations, Miles will add the VAT/Tax to your estimate and invoices. You are responsible to pay the VAT/Tax wherever applicable.

In the event that the customer does not approve the work recommended by Miles after an inspection of the vehicle by Miles or Partners, an inspection fee of 150 QAR will be charged to cover the cost of the inspection. You acknowledge and agree that the inspection fee is necessary to cover the cost of the time, labor, and materials required to perform the inspection, and that the fee is non-refundable. Miles will provide you with a detailed report of the inspection findings and any recommended repairs or services. You will have the option to approve or decline the recommended work. If approved, the inspection fee will be waived.

3.3.3. Job Card

For any service booking that requires Vehicle to be taken to the Garage, Miles will create a new Job Card with all the details related to the Services you have opted for. You are required to provide digital signature on the Job Card when our Agents collect the vehicle or when you are delivering the vehicle in the Garage.

By signing this Job Card, you acknowledge and agree to the terms and conditions set forth below and authorize MILES Automobiles, to perform the services described on the Job Card.

Miles is only responsible to provide the services listed on the Job Card
Job Cards will be updated based on further investigation of the vehicle and based on your approval on carrying out additional works
Job Card will be available under your account against the Vehicle details. You can view the status of the Job Card at any time. Miles will try its level best to update the Job Card on regular basis, based on the inputs obtained from the Partners.
Payment for services rendered by Miles is due at the time of completion or during the course of service depending upon the type of works. The customer agrees to pay all charges for services rendered, including any applicable taxes and fees.
The customer authorizes Miles to perform the services described on the Job Card, and to replace or repair any parts necessary to complete the services. The customer also authorizes Miles to test drive the vehicle for quality control purposes.
Miles will not be liable for any damages or losses incurred by the customer as a result of the services provided, except for damages or losses resulting from the automobile service centre’s gross negligence or wilful misconduct.
The customer is responsible for the vehicle and its contents. Miles is not responsible for any lost or stolen items left in the vehicle.
Miles and its Partners will make every effort to complete the services within the estimated time frame, but is not responsible for delays beyond its control. Miles will keep you informed in case of any unforeseen delays.
This Job Card represents the entire agreement for the selected services between you, Miles, and its Partners, and supersedes all prior negotiations and understandings.
The Job Card is considered as Closed once you receive your vehicle and sign on the delivery note.
Any work that arises post Job Card completion, but is related to the same service, will be considered as a separate Job Card. Miles will carry out the job as part of the Warranty or guide you on the estimates.

3.3.4. Estimations & Invoicing

Before commencing any work, Miles will provide you an estimate highlighting the service details and costs. By accepting this work estimate, you acknowledge and agree to the terms and conditions set forth below and authorize Miles and its Partners to perform the services described in this estimate.

Miles will perform the services described in this work estimate to the best of its ability, using reasonable care and skill in accordance with industry standards.
The estimated cost of the services is based on the information you provide, visual inspections and is subject to change based on any additional work or parts required, when the work commences. Miles will inform you in advance of any changes to the estimated cost prior to performing any additional work.
An invoice will be generated post completion of all the works mentioned in the estimate. You are required to make the payments in advance (for individual customers) or as per the agreement (for Corporate customers), before the vehicle is collected or delivered to you.
For Individual customers, the Invoice will be addressed to your name as per your account. For Corporate customers, the invoice will be addressed to the Finance department of your company.
All invoices are to be paid on or before the due date mentioned in the invoice. For corporate customers, delay in payment will lead to late payment fees as per the agreement. For individual customers, delay in payment will lead to additional storage fees.

3.4.Payments

Payment for services rendered by Miles is due at the time of completion or during the course of service depending upon the type of works. The customer agrees to pay all charges for services rendered, including any applicable taxes and fees.

For individual customers, all payments are to be made in advance before commencing the job. You can make the payments online using our secure Credit/Debit Card payment gateway.

For Corporates the payments will be based on the terms agreed in the contract. You can make the payment via online, Bank Transfer or issue Cheque. Payments should be done towards Miles Automobiles.

3.5.Storage Fees

If the customer fails to pick up the vehicle within 24 hours of notification of completion, Miles and its Partners will need to charge a storage fee of up to QAR 50 per day. Payment of the Storage fees has to be done in advance before collecting the vehicle.

3.6.Collection and Delivery

Miles may offer optional vehicle pick up and drop services. If you are opting for this service, Miles will arrange for a driver to pick up the vehicle from your preferred location and drop it off at the same location after completing the services. You agree to provide accurate information about the pick-up and drop-off location and to ensure that the vehicle is accessible at the agreed-upon time. Miles will not be liable for any delays or damages incurred during the pick-up or drop-off process. You acknowledge and agree that the optional pick-up and drop-off services are provided solely as a convenience. In case of any accidents during the pick-up or drop-off by Agents, Miles will be responsible to repair your vehicle, where your vehicle Insurance policies shall prevail in the event of any accidents.

If your vehicle is to be towed away, you will need to pay additional charges based on the distance and vehicle type. Miles will arrange the Tow Truck service using one of the available Partner. Miles will not be responsible for any damages caused during the loading, unloading, and transportation of your vehicle by the Tow Truck service provider.

For Corporate customers, Pickup service is only based on the Agreement and availability of our Agents. As per our policy, all fleets are to be driven to the Garage by your own driver. Tow truck services can be offered at additional charges.

3.7.Spare Parts & Accessories

Miles will source any parts and accessories that will be required as part of the services to be carried out. Miles always recommend using Genuine parts as recommended by your manufacturers. Unless otherwise specified, Miles will always use Genuine parts that are sourced from reliable Partners.

Parts are supplied to the Garage partners based on the requirement. You agree that payment for special parts are to be done in advance and based on the availability, there can be delays in completing the work as per the estimated deadline.

3.8.Warranty

Miles provides a limited warranty for its services and parts & accessories sourced by Miles. You acknowledge that the warranty is only covered as per the below terms:

Warranty details will be mentioned in the final invoice or provided separately along with the invoice.
Warranty for services (excluding parts and accessories) covers defects in workmanship, where the same problem recurs within the warranty period.
Wherever applicable, all the parts and accessories sourced by Miles, will come with a Warranty that will be mentioned in the final invoice. Miles is responsible to repair or replace these parts and accessories during the warranty period, without any additional cost, provided it meets the conditions mentioned here.
Warranty does not cover wear and tear of the Parts and Accessories.
Warranty period with end date will be mentioned along with the warranty details.
Electrical failures or damages to Parts and Accessories due to electrical failures are not covered in the warranty.
Warranty is void if any modifications are done to the work done by Miles and Partners or Parts were repaired or damaged.
Any parts supplied by you will not be covered under warranty.
Miles will provide complimentary pick-up and drop-off for any repairs related to warranty period. In case the complaints are out of the warranty terms or not related to the services or parts provided by Miles, additional charges may occur for pick-up and drop-off along with inspection charges.
Miles is not responsible to provide alternate vehicle during the warranty related repair period.

3.9.Speeding Fines and Accidents

Miles is responsible for Speeding fines, traffic fines and accidents, during the possession of your vehicle by Miles or Partners. For fines issued, Miles is only responsible from the time the vehicle is picked up or you dropping at the Garage, till the time it is dropped at your location or you picking from the garage.

You agree to email the details of the fines during this period with proof, to accounts@miles.qa. Miles agree to settle the fines within 10 working days of receiving the email and after verifying the details.

In case of accidents, during the time of vehicle possession under Miles, the company will be responsible to get your vehicle repaired using Insurance (if fully covered) or at Miles’ own expense (if only third party is covered), under the condition that the police report confirms Miles, as the party who committed the mistake. It is not mandatory for Miles to provide a replacement vehicle during this repair period.

3.10. Rent a Car

When servicing your vehicle with Miles, you can avail Rent a Car service by opting for the service at the time of booking. Miles will arrange the vehicle of your choice as per the availability at the time of pick-up. You will be required to provide the credit card details and advance (if applicable) to the Rent a Car partner.

Final invoicing and payment for Rent a Car will need to be settled with Miles prior to your vehicle delivery. In case you are stopping the Rent a Car service prior to the specified duration, additional charges may apply.

You agree that you are responsible for any fines, damages or accidents of the Rent a Car vehicle when in your possession. You also agree that you will carry out thorough inspection of the vehicle before it is collected.

3.11. Cancellations and Refunds

3.11.1. Cancellations

You may request changes or cancel the work at any time before the work has commenced. Miles reserves the right to charge a cancellation fee for any work cancelled after it has commenced, in addition to the inspection fee.

You agree that you are responsible to pay in full for the parts and accessories that are purchased, before cancelling a job. Miles will leave all parts and accessories in your vehicle.

You agree that you will need to pay for the cost to cover the time, effort and transportation for Miles, should the cancellation is being done at the time of pick-up.

3.11.2. Refunds

Refunds are only allowed if you are cancelling the booking 5 days in advance from the booking date. You agree that Miles reserves the right to withhold the full amount if the cancellation is not within the 5 day period.

If the payments are done online, all refunds will be added as credits to your account that you can use for your next service booking. These refunds will be valid for a period of 6 months from the date of reimbursement.

Refunds for Service packages purchased will be at the sole discretion of Miles and based on the services used.

For corporate customers, refunds will be based on the agreement.