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In these Terms & Conditions ("Terms"), the following terms shall have the meanings set out below unless the context otherwise requires:
"Tensor", "we", "us", or "our" refers to Tensor Auto FZE, a company incorporated and registered in the Dubai International Financial Centre (DIFC), together with its subsidiaries, affiliates, and authorized representatives.
"Robocar" refers to the Tensor autonomous electric vehicle, including all variants, configurations, and trim levels offered by Tensor for sale through the Website.
"User", "you", or "your" refers to any individual or entity that accesses or uses the Website, creates an Account, places a Reservation, or submits an Order.
"Website" refers to the website located at tensor.auto, including all subdomains, mobile-optimized versions, and any successor websites operated by Tensor.
"Account" refers to the registered user account created on the Website by providing personal information and accepting these Terms.
"Reservation" refers to a non-binding expression of interest to purchase a Robocar, made by submitting the Reservation Fee through the Website.
"Reservation Fee" refers to the amount of AED 3,672 (three thousand six hundred and seventy-two UAE Dirhams) payable at the time of Reservation, which is fully refundable in accordance with Section 4.
"Order" refers to the submission of a binding commitment to purchase a Robocar, made by paying the Order Fee and accepting these Terms and the Vehicle Purchase Agreement.
"Order Fee" refers to the amount of AED 9,180 (nine thousand one hundred and eighty UAE Dirhams) payable at the time of Order placement, which is non-refundable except as set forth in Section 5.
"Vehicle Configuration" refers to the document describing your selected Robocar model, colour, options, features, and the associated pricing at the time of your Order.
"Final Price Sheet" refers to the document provided to you prior to delivery, setting out the final purchase price inclusive of all applicable taxes, fees, and charges.
"Vehicle Purchase Agreement" refers to the binding contract to purchase a specific Robocar, which incorporates these Terms by reference and is executed electronically at the time of Order placement.
"Purchase Price" refers to the total price payable for the Robocar as set out in the Final Price Sheet, inclusive of VAT and all applicable government fees.
"Delivery" refers to the physical handover of the Robocar to you at the designated delivery location, at which point risk and title transfer to you.
"Autonomous Driving System" refers to the hardware and software systems integrated into the Robocar that enable autonomous and semi-autonomous driving capabilities, including but not limited to sensors, cameras, LiDAR, radar, and onboard computing units.
"Connected Services" refers to the vehicle connectivity features, over-the-air software updates, telematics, remote vehicle management, and any subscription-based digital services provided by Tensor through the Robocar.
To use the Website, create an Account, place a Reservation, or submit an Order, you must satisfy all of the following conditions:
(a) You are at least eighteen (18) years of age, or the age of legal majority in your jurisdiction of residence, whichever is greater.
(b) You have the legal capacity to enter into binding contracts under the laws of your jurisdiction of residence and under the laws of the United Arab Emirates.
(c) You are not a person or entity subject to any trade sanctions, export restrictions, or other prohibitions imposed by the United Arab Emirates, the United Nations, or any other applicable authority.
(d) You are a resident of, or have a valid delivery address in, a jurisdiction where Tensor is authorized to sell and deliver the Robocar at the time of your Order.
If you are placing a Reservation or Order on behalf of a company, partnership, government entity, or other organization, you represent and warrant that you have the authority to bind that organization to these Terms. In such cases, "you" and "your" shall refer to that organization, and you personally agree to be liable if the organization fails to perform its obligations under these Terms.
The Robocar is sold exclusively for personal or authorized fleet use. You may not place a Reservation or Order for the purpose of resale, brokerage, export to a restricted jurisdiction, or any other commercial redistribution without Tensor's prior written consent. Tensor reserves the right to cancel any Reservation or Order that it reasonably believes has been made for the purpose of resale or unauthorized export, and to retain the Order Fee as liquidated damages in such circumstances.
Tensor may, at any time and in its sole discretion, require you to provide proof of identity, residency, or authorization in order to verify your eligibility. Failure to provide satisfactory verification within fourteen (14) days of a request may result in the suspension or termination of your Account, Reservation, or Order.
To place a Reservation or Order, you must create an Account on the Website. During the registration process, you will be required to provide certain personal information, including but not limited to your full legal name, email address, telephone number, and residential address. You agree to provide accurate, current, and complete information during registration and to update such information promptly if it changes.
You are responsible for maintaining the confidentiality of your Account credentials, including your password. You agree to notify Tensor immediately at support@tensor.auto if you become aware of any unauthorized access to or use of your Account. Tensor shall not be liable for any loss or damage arising from your failure to maintain the security of your Account credentials.
Each individual may maintain only one Account. Tensor reserves the right to merge, suspend, or terminate duplicate Accounts without prior notice. Corporate customers requiring multiple authorized users should contact Tensor to arrange appropriate account structures.
Tensor may suspend or terminate your Account at any time if:
(a) You breach any provision of these Terms.
(b) The information you have provided is inaccurate, incomplete, or misleading.
(c) Tensor reasonably suspects fraudulent, abusive, or unauthorized activity on your Account.
(d) Your Account has been inactive for a period exceeding twelve (12) consecutive months with no active Reservation or Order.
Upon termination of your Account, any outstanding Reservation Fees will be refunded in accordance with Section 4, and any outstanding Order Fees will be handled in accordance with Section 5. Tensor shall not be liable for any loss or inconvenience resulting from the suspension or termination of your Account in accordance with this Section.
By creating an Account, you consent to receive communications from Tensor related to your Account, Reservation, Order, and Delivery by email, SMS, or through the Website. Transactional communications (such as order confirmations, delivery notifications, and payment receipts) are not marketing communications and cannot be opted out of while you maintain an active Account, Reservation, or Order. For marketing communications, see Section 3.5.
Tensor will only send you marketing and promotional communications if you have provided your explicit, affirmative consent to receive such communications. You may withdraw your consent at any time by clicking the "unsubscribe" link in any marketing email, by adjusting your preferences in your Account settings, or by contacting us at support@tensor.auto. Withdrawal of marketing consent will not affect the processing of your Reservation or Order.
A Reservation is a non-binding expression of your interest in purchasing a Robocar. Placing a Reservation does not constitute an agreement to purchase, and does not guarantee or lock in any of the following:
(a) The Purchase Price or pricing of any specific configuration, option, or feature.
(b) A production slot, manufacturing sequence, or production timeline.
(c) A delivery date, delivery location, or delivery method.
(d) The availability of any specific configuration, colour, option, feature, or trim level.
Tensor will use commercially reasonable efforts to fulfil Reservations in the approximate order in which they are received, but reserves the right to adjust production and delivery sequencing based on manufacturing schedules, supply chain availability, logistics, regulatory requirements, and other factors beyond its reasonable control.
To place a Reservation, you must pay the Reservation Fee of AED 3,672. The Reservation Fee will be charged to your selected payment method at the time you submit your Reservation through the Website.
The Reservation Fee is fully refundable at any time prior to the conversion of your Reservation into an Order. To request a refund, you may cancel your Reservation through your Account dashboard or by contacting Tensor at support@tensor.auto. Refunds will be processed to your original payment method within five (5) to ten (10) business days of cancellation.
Reservations are assigned a priority based on the date and time the Reservation Fee is received. Priority determines the approximate sequence in which you may be invited to configure and place an Order for your Robocar, but it does not guarantee a specific delivery date or production slot.
Tensor may, in its sole discretion, offer priority access to certain configurations, features, or delivery windows to Reservation holders based on factors including but not limited to Reservation date, geographic location, and vehicle configuration.
When your Reservation reaches the front of the queue and a suitable production slot is available, Tensor will notify you via email that you are eligible to configure your Robocar and place an Order. You will have thirty (30) days from the date of this notification to complete your configuration and submit your Order. If you do not place an Order within thirty (30) days, Tensor may reassign your priority position, although your Reservation will remain active and your Reservation Fee will remain refundable.
Tensor reserves the right to cancel your Reservation and refund your Reservation Fee in full if:
(a) Tensor discontinues the Robocar model or configuration you have reserved.
(b) Tensor is unable to deliver the Robocar to your jurisdiction due to regulatory, legal, or logistical reasons.
(c) Tensor reasonably believes that your Reservation was made for the purpose of resale, export, or other unauthorized purpose.
(d) You fail to respond to Tensor's communications regarding your Reservation for a period exceeding ninety (90) days.
An Order is a binding commitment to purchase a Robocar. To place an Order, you must:
(a) Hold an active Reservation.
(b) Complete the vehicle configuration process on the Website, selecting your preferred model, colour, options, and features from those available at the time of configuration.
(c) Pay the Order Fee of AED 9,180.
(d) Review and accept these Terms and the Vehicle Purchase Agreement.
Upon submission of your Order, a Vehicle Configuration document will be generated confirming the specifications and pricing of your Robocar based on your selected options. The Vehicle Configuration document forms part of your Vehicle Purchase Agreement.
The Order Fee of AED 9,180 is payable at the time you submit your Order. Your Reservation Fee of AED 3,672 will be credited toward the Order Fee, and you will be charged the remaining balance of AED 5,508.
The Order Fee is non-refundable. By paying the Order Fee, you acknowledge and agree that the Order Fee constitutes a fair and reasonable pre-estimate of the costs and damages that Tensor would incur in the event you cancel your Order after submission, including but not limited to costs associated with production planning, supply chain allocation, logistics coordination, and administrative processing. The Order Fee shall be retained by Tensor as liquidated damages in the event of cancellation by you.
After submitting your Order, you may request changes to your vehicle configuration by contacting Tensor at support@tensor.auto. Tensor will use commercially reasonable efforts to accommodate configuration changes, subject to the following conditions:
(a) Changes may not be possible if your Robocar has entered the production process.
(b) Changes may result in an adjustment to the Purchase Price. If the pricing of your selected configuration has changed since your original Order date, the revised pricing at the time of the change will apply.
(c) Changes may affect your delivery timeline and priority position.
(d) Any options, features, or hardware released after your original Order date may not be available for your Robocar.
Tensor will confirm the impact of any requested changes on pricing and delivery before processing the change. You will be required to accept the revised terms before any change takes effect.
Tensor reserves the right to cancel your Order in the following circumstances:
(a) Resale or Bad Faith: Tensor reasonably believes the Order was placed for the purpose of resale, brokerage, unauthorized export, or in bad faith.
(b) Discontinuation: Tensor discontinues the Robocar model, configuration, feature, or option included in your Order.
(c) Unresponsiveness: You fail to respond to Tensor's communications, complete required documentation, or take any action necessary to progress toward Delivery within thirty (30) days of notification.
(d) Regulatory or Legal Impediment: Delivery to your jurisdiction becomes prohibited or impracticable due to changes in law, regulation, or government policy.
(e) False Information: You have provided false, inaccurate, or misleading information in connection with your Account, Reservation, or Order.
In the case of cancellation under subsection (b) or (d), Tensor will refund the Order Fee in full. In the case of cancellation under subsections (a), (c), or (e), Tensor may retain the Order Fee as liquidated damages. Nothing in this Section limits your statutory rights under applicable UAE consumer protection law.
The Purchase Price of your Robocar is the price shown in the Vehicle Configuration document at the time of your Order, subject to adjustment as set out in the Final Price Sheet. The Purchase Price shown in the Vehicle Configuration excludes:
(a) Value Added Tax (VAT) at the applicable rate.
(b) Vehicle registration fees payable to the Roads and Transport Authority (RTA) or equivalent authority.
(c) Vehicle insurance premiums.
(d) Any other government-imposed taxes, duties, levies, or fees applicable at the time of Delivery.
All applicable taxes, fees, and charges will be calculated closer to the Delivery date and itemized in the Final Price Sheet, which will be provided to you prior to Delivery. You must review and accept the Final Price Sheet before taking Delivery.
All prices are quoted and payable in United Arab Emirates Dirhams (AED). If you make a payment using a credit card or debit card issued in a currency other than AED, your card issuer will convert the transaction at the exchange rate applicable at the time of processing, and may charge additional fees for currency conversion. Tensor is not responsible for exchange rate fluctuations or conversion fees charged by your card issuer.
Tensor accepts the following payment methods:
(a) Credit and Debit Cards: Visa and Mastercard. Card payments are processed through Tensor's authorized payment service provider using industry-standard encryption.
(b) Bank Transfer: Wire transfers in AED to Tensor's designated bank account. Bank transfer details will be provided upon request.
(c) Certified Cheque: Certified or bank-guaranteed cheques drawn on a UAE bank, payable to Tensor Auto FZE.
Payment for the Reservation Fee and Order Fee must be made by credit card, debit card, or bank transfer. Payment of the remaining Purchase Price balance may be made by any of the methods listed above.
Payment for your Robocar is structured as follows:
Tensor may, at its discretion, offer financing arrangements through third-party financial institutions. Any financing arrangement will be subject to the terms and conditions of the relevant financial institution, including credit approval. Tensor does not act as a lender and makes no representations or warranties regarding the availability, terms, or approval of any financing arrangement.
If you choose to finance your purchase, the financing arrangement does not affect your obligations under these Terms. You remain responsible for the full Purchase Price in the event that your financing application is declined or your financing arrangement is terminated for any reason.
In compliance with UAE Federal Law No. 15 of 2020 (Consumer Protection Law) and Federal Decree-Law No. 14 of 2023 (E-Commerce Law), Tensor will not charge any fees, surcharges, or costs that are not clearly disclosed to you prior to payment. The advertised price of the Robocar shall be the price at which it is offered for sale, subject only to the adjustments set out in Section 6.1.
After you place your Order, Tensor will provide you with an estimated Delivery date. This estimate is provided for planning purposes only and is not a guaranteed commitment. The actual Delivery date may vary based on factors including but not limited to manufacturing schedules, supply chain availability, quality assurance processes, shipping logistics, customs clearance, and regulatory approvals.
Tensor will notify you of any material changes to your estimated Delivery date. A delay in Delivery does not entitle you to cancel your Order or receive a refund of the Order Fee, except where the delay exceeds six (6) months from the original estimated Delivery date, in which case you may cancel your Order and receive a full refund of all amounts paid, including the Order Fee.
When your Robocar is ready for Delivery, Tensor will send you a Delivery notification by email and through your Account. You must schedule and complete Delivery within fourteen (14) days of the Delivery notification.
If you do not take Delivery within fourteen (14) days of the first Delivery notification, Tensor may send a second notice providing an additional seven (7) day grace period. If you still fail to take Delivery after this grace period, Tensor may, at its discretion:
(a) Cancel your Order and retain the Order Fee as liquidated damages.
(b) Charge a storage fee of AED 200 per day for each day the Robocar remains undelivered after the expiration of the grace period, up to a maximum of thirty (30) days, after which Tensor may cancel your Order.
Delivery will take place at a Tensor delivery centre, authorized delivery location, or such other location as agreed between you and Tensor. Tensor may offer home delivery or delivery to a specified address for an additional fee, subject to availability in your area.
At the time of Delivery, you will be given an opportunity to inspect your Robocar. You should examine the vehicle for any visible damage, defects, or discrepancies with your Vehicle Configuration. By signing the delivery receipt or electronically confirming acceptance through your Account, you acknowledge that you have inspected the Robocar and accept it in its delivered condition.
Acceptance of Delivery does not waive your rights under the vehicle warranty or under applicable UAE consumer protection law. If you discover a defect after Delivery, you may make a warranty claim in accordance with the Warranty Policy or exercise your rights under UAE Federal Law No. 15 of 2020 (Consumer Protection Law).
Title to and risk of loss of the Robocar shall transfer to you upon your acceptance of Delivery at the delivery location. Until you accept Delivery, Tensor retains title to and bears the risk of loss or damage to the Robocar. Tensor shall maintain insurance coverage on the Robocar during any transit arranged by Tensor, at no additional cost to you.
Tensor may, at its discretion, assist you with the process of registering your Robocar with the relevant UAE authority (including the Roads and Transport Authority in Dubai). Registration assistance is provided as a convenience and does not create any obligation on the part of Tensor to complete the registration process. You remain ultimately responsible for ensuring that your Robocar is properly registered and insured in accordance with applicable law. Government registration fees and insurance premiums are your responsibility.
You may cancel your Reservation at any time prior to placing an Order. To cancel, you may either use the cancellation function in your Account dashboard or contact Tensor at support@tensor.auto.
Upon cancellation of your Reservation, Tensor will refund the Reservation Fee of AED 3,672 in full to your original payment method. Refunds will be processed within five (5) to ten (10) business days of cancellation. Actual receipt of the refund may take additional time depending on your financial institution.
You may request cancellation of your Order at any time prior to Delivery by contacting Tensor at support@tensor.auto. The following terms apply:
(a) Order Fee: The Order Fee of AED 9,180 is non-refundable and will be retained by Tensor as liquidated damages, representing a fair and reasonable pre-estimate of the costs and losses Tensor will incur as a result of your cancellation.
(b) Additional Payments: Any amounts paid toward the Purchase Price in excess of the Order Fee will be refunded to your original payment method within fifteen (15) business days of cancellation.
Tensor may cancel your Reservation or Order in the circumstances described in Sections 4.5 and 5.4. In the case of a Tensor-initiated cancellation:
(a) If cancellation is due to product discontinuation or regulatory impediment, Tensor will refund all amounts paid, including the Order Fee.
(b) If cancellation is due to suspected resale, bad faith, unresponsiveness, or provision of false information, Tensor may retain the Order Fee as liquidated damages. The Reservation Fee (if not already applied to the Order Fee) will be refunded.
In accordance with UAE Federal Law No. 15 of 2020 (Consumer Protection Law), if your Robocar is found to have a defect in materials or workmanship:
(a) Tensor will, at its discretion, repair the defect, replace the defective component, or replace the Robocar at no cost to you.
(b) If the same defect occurs three (3) times within the first year following Delivery, Tensor shall, at your election, either replace the Robocar with a new vehicle of equivalent specification or refund the full Purchase Price.
(c) Repair, replacement, or refund shall be provided at no cost to you, including transportation costs associated with returning the Robocar for repair or replacement.
Your rights under this Section are in addition to, and do not limit, your rights under the vehicle warranty or any other applicable law.
All refunds will be processed to the original payment method used for the transaction. Refund processing times are as follows:
The processing times set out above commence from the date Tensor initiates the refund. Actual receipt of funds may take additional time depending on your financial institution. Tensor is not responsible for delays caused by your bank or card issuer.urchase Price in the event that your financing application is declined or your financing arrangement is terminated for any reason.
The Website and all content, materials, information, software, products, and services included on or otherwise made available to you through the Website (collectively, "Content") are the proprietary property of Tensor and its licensors. The Content is protected by copyright, trademark, patent, trade secret, and other intellectual property laws of the United Arab Emirates and international treaties.
The Tensor name, the Tensor logo, the Robocar name, and all related names, logos, product and service names, designs, and slogans are trademarks of Tensor or its affiliates. You may not use such marks without the prior written permission of Tensor. All other names, logos, product and service names, designs, and slogans appearing on the Website are the trademarks of their respective owners.
Subject to your compliance with these Terms, Tensor grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Website for your personal, non-commercial purposes. This licence does not include any right to:
(a) Modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any Content.
(b) Use any data mining, robots, scraping, or similar data gathering or extraction methods on the Website.
(c) Use the Website or any Content for any commercial purpose or for the benefit of any third party.
(d) Reverse engineer, decompile, or disassemble any software or technology used on or in connection with the Website.
Tensor reserves the right to revoke this licence at any time, with or without cause, and with or without notice.
By submitting any content, feedback, suggestions, ideas, photographs, or other materials to Tensor through the Website, your Account, or any other channel (collectively, "User Content"), you grant Tensor a worldwide, royalty-free, perpetual, irrevocable, non-exclusive, transferable, and sublicensable licence to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such User Content in any media and for any purpose, including commercial purposes, without compensation to you.
You represent and warrant that you own or otherwise control all rights in and to any User Content you submit, and that such User Content does not violate the rights of any third party.
THE WEBSITE AND ALL CONTENT ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, TENSOR DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
Tensor does not warrant that the Website will be uninterrupted, error-free, secure, or free from viruses or other harmful components. Tensor does not warrant the accuracy, completeness, or reliability of any Content on the Website, including vehicle specifications, pricing information, availability, estimated delivery dates, or performance data.
Nothing in this Section excludes or limits any warranty that cannot be excluded or limited under applicable UAE law, including mandatory consumer protection warranties under Federal Law No. 15 of 2020.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TENSOR, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AFFILIATES, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH:
(a) Your use of or inability to use the Website.
(b) Any delay or failure in Delivery of your Robocar.
(c) Any defect, malfunction, or failure of the Robocar, except as covered by the vehicle warranty or mandatory provisions of applicable law.
(d) Any unauthorized access to or alteration of your transmissions or data.
(e) Any statements or conduct of any third party on the Website.
(f) Any other matter relating to the Website, the Robocar, or these Terms.
To the fullest extent permitted by applicable law, Tensor's total aggregate liability to you for all claims arising out of or in connection with these Terms, the Website, your Reservation, your Order, or the Robocar shall not exceed the total amount you have actually paid to Tensor under these Terms.
Nothing in these Terms shall exclude or limit Tensor's liability for:
(a) Death or personal injury caused by Tensor's negligence or the negligence of its employees or agents.
(b) Fraud or fraudulent misrepresentation.
(c) Any liability that cannot be excluded or limited under the laws of the United Arab Emirates, including but not limited to mandatory consumer protection rights under Federal Law No. 15 of 2020 and the Dubai Blue Book.
(d) Defective products, to the extent liability is imposed by mandatory provisions of applicable law.
The limitations and exclusions of liability set out in this Section shall apply to the maximum extent permitted by applicable law, regardless of whether Tensor has been advised of or should have been aware of the possibility of such losses.
Before initiating any formal dispute resolution proceedings, you agree to first contact Tensor at support@tensor.auto with a written description of your dispute, including all relevant facts, your desired resolution, and your contact information. Tensor will endeavour to resolve your dispute informally within thirty (30) days of receipt of your notice.
If the dispute is not resolved informally within thirty (30) days, either party may refer the dispute to mediation administered by the DIFC-LCIA Arbitration Centre in Dubai. The mediation shall be conducted in English, and the costs of mediation shall be shared equally between the parties unless the mediator determines otherwise.
If the dispute is not resolved through mediation within sixty (60) days of the commencement of mediation, either party may refer the dispute to binding arbitration administered by the DIFC-LCIA Arbitration Centre in accordance with the DIFC-LCIA Arbitration Rules then in force. The arbitration shall be conducted as follows:
(a) The seat of arbitration shall be the Dubai International Financial Centre (DIFC), Dubai, United Arab Emirates.
(b) The arbitration shall be conducted in English, with Arabic interpretation available upon request.
(c) The arbitration tribunal shall consist of a single arbitrator appointed in accordance with the DIFC-LCIA Arbitration Rules.
(d) The arbitrator's decision shall be final and binding on both parties, and judgment on the award may be entered in any court of competent jurisdiction, including the DIFC Courts.
(e) Each party shall bear its own costs and legal fees, unless the arbitrator determines that costs should be allocated differently based on the outcome.
Nothing in this Section prevents you from filing a complaint with the UAE Ministry of Economy, the Department of Economy and Tourism (DET) in Dubai, or any other competent consumer protection authority. These Terms do not waive or limit any rights you may have to seek redress through government consumer protection mechanisms, including the dispute resolution committees established under UAE Federal Law No. 15 of 2020.
To the fullest extent permitted by applicable law, you agree that any dispute resolution proceedings will be conducted on an individual basis only, and not as part of a class, consolidated, or representative action. If this class action waiver is found to be unenforceable as to a particular claim or request for relief, then that claim or request for relief shall be severed and may be brought in a court of competent jurisdiction.
Notwithstanding the foregoing, either party may seek injunctive or other equitable relief from the DIFC Courts or any other court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of intellectual property rights or confidential information.
These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of the Dubai International Financial Centre (DIFC) as applied by the DIFC Courts, without regard to conflict-of-law principles.
Where the DIFC law does not address a specific matter, the applicable provisions of UAE federal law shall apply, including but not limited to UAE Federal Law No. 15 of 2020 (Consumer Protection Law), Federal Decree-Law No. 14 of 2023 (E-Commerce Law), Federal Decree-Law No. 45 of 2021 (Personal Data Protection Law), and Federal Decree-Law No. 46 of 2021 (Electronic Transactions and Trust Services Law).
Subject to the arbitration provisions in Section 11, the DIFC Courts shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.
If any provision or part-provision of these Terms is or becomes invalid, illegal, or unenforceable, it shall be deemed severed from these Terms. The validity and enforceability of the remaining provisions shall not be affected. If a provision is deemed severed, the parties shall negotiate in good faith to agree a replacement provision that, to the greatest extent possible, achieves the intended commercial result of the original provision.
A waiver of any right or remedy under these Terms or by law is only effective if given in writing by the waiving party. A failure or delay by a party to exercise any right or remedy provided under these Terms or by law shall not constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.
These Terms, together with the Vehicle Purchase Agreement, the Vehicle Configuration, the Final Price Sheet, the Privacy Policy, the Cookie Policy, the Warranty Policy, and the Refund & Cancellation Policy, constitute the entire agreement between you and Tensor with respect to the subject matter hereof. These Terms supersede all prior or contemporaneous oral or written communications, proposals, representations, warranties, and agreements with respect to the Website, the Robocar, or the subject matter of these Terms.
Tensor may assign, transfer, or subcontract any or all of its rights and obligations under these Terms to any affiliate or successor entity without your prior consent, provided that such assignment does not materially diminish your rights under these Terms. You may not assign, transfer, or subcontract any of your rights or obligations under these Terms without the prior written consent of Tensor.
These Terms are drafted in English and will be translated into Arabic. Both language versions are intended to be equally authoritative. However, in the event of any discrepancy, inconsistency, or ambiguity between the English and Arabic versions, the Arabic version shall prevail to the extent required by applicable UAE law.
Tensor reserves the right to update, modify, or replace these Terms at any time by posting the revised Terms on the Website with a new "Last Updated" date. Changes will not apply retroactively to Reservations or Orders placed before the effective date of the change, unless required by law or regulation.
For material changes to these Terms that affect your existing Reservation or Order, Tensor will provide you with at least thirty (30) days' prior notice by email to the address associated with your Account. Material changes include but are not limited to changes to pricing terms, cancellation terms, refund terms, delivery terms, dispute resolution procedures, or governing law.
For material changes, Tensor will request your affirmative acceptance through your Account. If you do not accept the revised Terms within thirty (30) days of notification, Tensor may, at its discretion:
(a) Continue to apply the prior version of these Terms to your existing Reservation or Order until its completion.
(b) Cancel your Reservation or Order and refund all amounts paid, including the Order Fee.
For non-material changes (such as corrections of typographical errors, formatting changes, or clarifications that do not alter the substance of your rights or obligations), your continued use of the Website after the revised Terms are posted constitutes your acceptance of the changes.
In accordance with UAE Federal Law No. 15 of 2020 (Consumer Protection Law), any amendment to these Terms that has the effect of eliminating or restricting a consumer right guaranteed by applicable law shall be void and unenforceable, regardless of whether you have accepted such amendment.
For questions, concerns, or feedback regarding these Terms, your Account, your Reservation, or your Order, please contact us at:
Tensor Auto FZE
Email: support@tensor.auto
Website: https://tensor.auto
For disputes or complaints, please contact:
Email: support@tensor.auto
Please include "Dispute" in the subject line, along with your Account email, Order or Reservation number, a description of the dispute, and your desired resolution. Tensor will acknowledge receipt of your dispute within five (5) business days and will endeavour to provide a substantive response within thirty (30) days.
For inquiries related to your personal data, privacy rights, or data protection, please refer to our Privacy Policy at https://tensor.auto/privacy or contact us at:
Email: privacy@tensor.auto
If you are unable to resolve a dispute with Tensor directly, you may contact the following authorities:
UAE Ministry of Economy — Consumer Protection Department
Website: https://www.moec.gov.ae
Hotline: 600 522 225
Dubai Department of Economy and Tourism (DET) — Consumer Rights Section
Website: https://consumerrights.ae
Hotline: 600 545 555
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