Terms and Conditions
Transparent Terms for Hassle-Free Rides: Cancellations, Fees & Subscriptions Explained
1. Cancellation Policy
Aimed at ensuring reliability and commitment from both passengers and drivers, with a strict 1-hour free cancellation window for subscription trips.
1.1 Passenger Cancellations
One-Time Trips (On-Demand)
Free Cancellation:Allowed within 5 minutes of requesting a ride, before driver assignment.
Post-Assignment:Cancellation: 5 SAR fee applies once the driver is assigned.
No-Show If the passenger doesnt appear within 10 minutes of driver arrival:
Trip is marked as completed.
Full offered price charged (e.g., 28.25 SAR for a 15 km trip).
Driver receives 80% of the trip price (after commission).
Subscription Trips (Scheduled)
Free Cancellation:Must be at least 1 hour before the scheduled pickup time.
Late Cancellation:Within 1 hour of pickup, 50% of the trip’s price is charged (e.g., 8.50 SAR for a 17.00 SAR trip).
No-Show:Not appearing within 10 minutes deducts one trip from the subscription package. Driver receives 80% of the trip value.
Unused Trips: Expire after:
10 days for weekly packages
20 days for 2-week packages
40 days for monthly packages Note: Trips are non-transferable.
1.2 Driver Cancellations
One-Time Trips (On-Demand)
Permissible Cancellation:Before arrival, for emergencies or safety, with passenger notification within 5 minutes of acceptance — no penalty.
Late Cancellation or Excessive Frequency:
After arrival or more than 2 cancellations/week: 30 SAR fine + warning.
Further offenses within 30 days: 7-day suspension.
Subscription Trips (Scheduled)
Permissible Cancellation:Allowed with 24-hour advance notice for emergencies, vehicle issues, or safety concerns.
Late Cancellation (within 24 hours):
Requires support approval.
Without approval or more than 1/week: 30 SAR fine + warning.
Subsequent offenses within 30 days: 7-day suspension.
No-Show Failure to arrive within 10 minutes:
Trip is canceled.
Passenger receives replacement or no deduction.
Driver fined 100 SAR; repeated incidents may lead to suspension.
Impact on Subscription:Subscription trips canceled by the driver do not deduct from the package. A replacement trip is scheduled.
1.3 Force Majeure
One-Time Trips (On-Demand)
Permissible Cancellation:Before arrival, for emergencies or safety, with passenger notification within 5 minutes of acceptance — no penalty.
Late Cancellation or Excessive Frequency:
After arrival or more than 2 cancellations/week: 30 SAR fine + warning.
Further offenses within 30 days: 7-day suspension.
Subscription Trips (Scheduled)
Permissible Cancellation:Allowed with 24-hour advance notice for emergencies, vehicle issues, or safety concerns.
Late Cancellation (within 24 hours):
Requires support approval.
Without approval or more than 1/week: 30 SAR fine + warning.
Subsequent offenses within 30 days: 7-day suspension.
No-Show Failure to arrive within 10 minutes:
Trip is canceled.
Passenger receives replacement or no deduction.
Driver fined 100 SAR; repeated incidents may lead to suspension.
Impact on Subscription:Subscription trips canceled by the driver do not deduct from the package. A replacement trip is scheduled.
2. Refund Policy
Designed to balance passenger protection and fairness to drivers.
One-Time Trips (On-Demand)
Full Refund:For cancellations within 5 minutes, before driver assignment.
No Refund:For post-assignment cancellations or no-shows.
Subscription Trips (Scheduled)
Partial Refunds:For unused trips within validity, prorated with a 10% processing fee (e.g., 102 SAR for a 1,020 SAR package).
Full Refunds:Within 24 hours of purchase if no trips were used.
No Refunds:For expired packages.
Driver Cancellations:Full refund for one-time trips; replacement for subscriptions.
Processing:Time: 5–7 business days.
Disputes: Resolved through app logs and escalated to support if needed.
3. Ride Request and Scheduling Policy
Accommodates both on-demand and scheduled services.
One-Time Trips (On-Demand)
Instant Request:Driver assigned based on proximity.
Pickup Time:5–15 minutes estimated.
Pricing:
Passenger offers price within min/max range (e.g., 22.75–33.75 SAR for 15 km).
App suggests average (e.g., 28.25 SAR).
Driver accepts/declines within 5 minutes.
Price is fixed once accepted.
Subscription Trips (Scheduled)
Scheduling:Minimum 24 hours in advance, up to 30 days ahead.
Package Types:
Two trips/day.
Flexible timing.
Pricing:
Passenger offers price (e.g., 15.93–23.63 SAR for 15 km monthly one-way).
App suggests average (e.g., 19.78 SAR).
Driver accepts/declines within 24 hours.
Schedule Changes: Allowed up to 1 hour before pickup (no fee unless >20 km distance change).
Driver Assignment:
Assigned 12 hours before.
Immediate assignment.
Preferred drivers allowed for subscriptions.
4. Payment Policy
Ensures secure and timely financial transactions.
Methods:Credit/debit cards, STC Pay, bank transfers.
One-Time Trips:Charged upon completion, at offered price.
Subscription Packages:
Full upfront payment required.
Auto-renewal unless canceled 48 hours prior to expiration.
Failed payments: Subscription canceled, slot reassigned.
Taxes:15% VAT included and shown at checkout.
5. Driver Conduct Policy
Drivers are expected to maintain professionalism and safety standards.
Eligibility
Valid Saudi driver’s license.
Background check.
Licensed, insured vehicle under 5 years old.
Document Management
Notifications sent 7 and 1 day before expiry (e.g., license).
Failure to update results in suspension until renewal.
Behavior Expectations
Be punctual.
Maintain vehicle hygiene and safety.
Respect cultural norms (e.g., privacy for female passengers).
Prohibited Actions
No smoking, eating, or using the phone for non-navigation.
Penalties: Warnings, 50–200 SAR fines, or suspension.
Ratings
Rated 1–5 stars by passengers.
Below 3.5 stars after 50 trips triggers review or deactivation.
Safety Compliance
Obey traffic laws.
Report incidents within 1 hour.
6. Passenger Conduct Policy
Passengers must ensure a respectful and safe experience for all.
Behavior Expectations
Be ready at pickup.
Show respect to drivers and vehicles.
Avoid disruptive actions (e.g., littering, loud music).
Prohibited Actions
No smoking, alcohol, or illegal items.
Violations:Trip termination, possible suspension.
Ratings
Rated 1–5 stars by drivers.
Below 3.5 stars after 50 trips triggers restrictions.
7. Car Change Policy
Passengers may request a change for any reason.
Driver-Related Issues
E.g., misconduct, safety.
Free replacement trip, no deduction from subscription.
Verified by support within 24 hours using logs or reports.
Other Reasons
E.g., disliking the car.
Trip is deducted from package.
Must rebook via app with a new price.
If no trips remain: New package required.
Process
Request via app.
Subject to driver availability.
8. Safety Policy
Safety remains the top priority.
Driver Training:Mandatory emergency and defensive driving.
Vehicle Inspections:Every 6 months.
Emergency Features:
SOS button.
Real-time tracking for contacts.
Incident Reporting: Must be done within 24 hours.
Female Safety:
Female passengers may request female drivers.
Can opt out of shared rides with male passengers.
9. Dispute Resolution Policy
Ensures fair, transparent resolution of issues.
Process:Submit evidence-based complaints.
Response Time:Within 48 hours.
Resolution Time: Within 7 days.
Common Issues:Pricing, conduct, cancellations, car changes.
Outcomes: Refunds, credits, or account actions.
Escalation:To supervisor or Saudi consumer authorities if unresolved.
10. Account Management Policy
Safeguards account security and regulatory compliance.
Registration:Valid ID, contact info, payment method.
Drivers:Must provide licensing and vehicle documentation.
Suspension/Termination:
For violations, expired documents, or misconduct.
Permanent bans for severe offenses (e.g., endangering safety).
Data Privacy:
Compliance with Saudi laws.
Data used solely for service delivery.
11. Subscription Package Terms
Outlines the rules for trip-based subscriptions.
Trip Limits
Weekly:5 one-way or round-trips.
2-Week:10 one-way or round-trips.
Monthly:30 one-way or round-trips.
Non-transferable.
Trip Types
Round-Trip:Two trips per day.
One-Way:Flexible within validity period.
Expiration
Weekly:10 days.
2-Week:20 days.
Monthly:40 days.
No rollovers or refunds.
Renewal
Auto-renewed unless canceled 48 hours in advance.
72-hour reminder notifications sent.
Conclusion
These policies emphasize commitment, fairness, and efficiency:
Strict 1-hour cancellation window for subscription trips.
Driver penalties for frequent cancellations (30 SAR fines, 7-day suspensions).
Auto-cancellation for late payments, with reassignment of subscription slots.
Passenger protection via car change policy (free trip for safety issues).
Systematic document management for driver compliance.
Transparent pricing via passenger offers and fixed prices upon driver acceptance.
Policy framework designed to strengthen the subscription model, ensure service reliability, and support market competitiveness in Saudi Arabia’s ride-hailing ecosystem.
