Terms and Conditions

2. User Eligibility

2.1 General Requirements

• You must be at least 18 years old to use Ailoo as a rider
• You must be at least 21 years old to register as a driver
• You must have a valid phone number for verification
• You must provide accurate and truthful information
• You must comply with all Saudi Arabian laws and regulations

2.2 Driver Requirements

• Valid Saudi Arabian driver's license
• Registered vehicle meeting Ailoo standards
• Valid vehicle insurance
• Clean background check
• Valid Iqama or Saudi national ID
• Tax registration (if applicable)

3. Fees, Commissions, and Service Charges

3.1 Taxi/Ride Hailing Services

Driver Commission:

• 0% commission on ride fares - drivers keep 100% of ride earnings
• Drivers pay a subscription fee (daily/weekly/monthly) to access the platform
• No hidden deductions from ride fares

Rider Service Fees:

• Service fee of SAR 2-10 per ride may be charged to riders
• Booking fee may apply for scheduled rides
• All service fees are NON-REFUNDABLE
• Fees displayed before ride confirmation

3.2 Daily Commute Services

Driver Commission:

• 15% commission charged on all daily commute fares
• Commission deducted automatically from earnings
• Commission applies to subscription and per-ride fares
• No refund of commission once ride is completed

Rider Service Fees:

• Subscription management fee may apply
• Route planning and optimization fees
• Service fees are NON-REFUNDABLE

3.3 Drive-Thru and Delivery Services

• Commission rates vary by merchant agreement (10-25%)
• Delivery fees may be charged to customers
• Service fees and commissions are NON-REFUNDABLE
• Platform fees apply to all merchants

3.4 Additional Fees

• Cancellation Fees: May be charged for canceled rides after driver acceptance
• Wait Time Fees: Charged for excessive wait times
• Payment Processing Fees: May apply for certain payment methods
• Cleaning Fees: Charged for vehicle damage or excessive mess (up to SAR 500)
• Toll Fees: Automatically added and paid by rider
• Airport Fees: Additional charges for airport pickups/drop-offs

3.5 VAT and Taxes

All prices are subject to 15% VAT as per Saudi Arabian law. Taxes are calculated and displayed before payment confirmation.

4. Payment Terms

4.1 Payment Methods

• Credit/Debit cards (Visa, Mastercard, Mada)
• Ailoo Wallet balance
• Apple Pay and Google Pay
• Corporate accounts (for businesses)

4.2 Wallet Terms

• Wallet top-ups are NON-REFUNDABLE
• Wallet funds can only be used for Ailoo services
• Wallet balance does not expire while account is active
• Ailoo reserves the right to hold wallet funds in case of suspected fraud or policy violations
• No withdrawal of wallet funds to bank accounts

4.3 Promotional Credits

• Promotional credits have expiration dates
• Cannot be transferred or sold
• Non-refundable and non-exchangeable for cash
• May have usage restrictions

4.4 Payment Authorization

By using Ailoo services, you authorize us to charge your selected payment method for all fees, including ride fares, service fees, subscriptions, and any applicable charges. All transactions are processed securely through our payment partners (Stripe, Tap Payment).

5. Wallet Hold and Suspension Policy

5.1 Reasons for Wallet Hold

Your wallet funds may be held for up to 24 months if:

• You violate community guidelines or Terms of Service
• Suspected fraudulent activity or payment disputes
• Harassment, discrimination, or abusive behavior
• Multiple account violations or complaints
• Safety violations or reckless driving
• False information or identity misrepresentation
• Attempted manipulation of ratings or reviews
• Any behavior deemed harmful to Ailoo or its users

5.2 Hold Duration and Resolution

• Initial hold period: Up to 90 days pending investigation
• Extended hold: Up to 2 years for serious violations
• Funds released only after: Complete investigation, issue resolution, and Ailoo approval
• Ailoo's decision on fund release is FINAL
• Permanent bans may result in forfeiture of held funds

5.3 Account Suspension

During wallet hold periods, your account may be suspended or restricted. You will not be able to use services or withdraw held funds until the matter is resolved to Ailoo's satisfaction.

6. User Conduct and Prohibited Activities

6.1 Prohibited Conduct

You agree NOT to:

• Violate any laws, regulations, or third-party rights
• Engage in fraud, deception, or manipulation
• Harass, abuse, or discriminate against other users
• Create multiple accounts to abuse promotions
• Attempt to manipulate ratings, reviews, or pricing
• Use automated systems to access services
• Reverse engineer or copy our technology
• Interfere with platform operations
• Share account credentials
• Accept payment outside the app

6.2 Consequences of Violation

• Immediate account suspension or termination
• Wallet fund hold for up to 2 years
• Loss of promotional credits and benefits
• Legal action for fraud or criminal activity
• Permanent ban from creating new accounts
• Reporting to authorities if applicable

7. Service Availability and Modifications

7.1 Availability

• Services are provided "AS IS" without guaranteed availability
• We may suspend services for maintenance or updates
• Service availability varies by location and time
• No guarantee of driver availability
• Features may change without notice

7.2 Right to Modify

Ailoo reserves the right to modify, suspend, or discontinue any service at any time without liability. We may change pricing, features, commission rates, and policies with reasonable notice.

8. Cancellation Policy

8.1 Rider Cancellations

• Free cancellation before driver acceptance
• Cancellation fee applies after driver accepts (typically SAR 5-15)
• Cancellation fees are NON-REFUNDABLE
• Multiple cancellations may result in account restrictions

8.2 Driver Cancellations

• Excessive cancellations may result in account deactivation
• No penalty for canceling before arriving at pickup
• Valid reasons for cancellation will not affect rating

9. Ratings and Reviews

• Both riders and drivers can rate each other after trips
• Ratings are confidential and cannot be edited once submitted
• Consistently low ratings may result in account deactivation
• Manipulation of ratings violates these Terms
• Reviews must be honest, relevant, and non-abusive
• Ailoo reserves the right to remove inappropriate reviews

10. Liability and Disclaimers

10.1 Platform Role

IMPORTANT: Ailoo is a technology platform that connects users with independent service providers. We do NOT:

• Employ drivers or control their behavior
• Guarantee quality, safety, or legality of services
• Assume responsibility for driver or merchant actions
• Guarantee availability of services
• Warrant fitness for particular purposes

10.2 Limitation of Liability

Our maximum liability for any claim shall not exceed the amount you paid to Ailoo in the 6 months preceding the claim or SAR 1,000, whichever is less.

11. Indemnification

You agree to indemnify, defend, and hold harmless Ailoo, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use or misuse of services
• Violation of these Terms
• Violation of any laws or third-party rights
• Content you provide or actions you take
• Disputes with other users

12. Dispute Resolution and Arbitration

12.1 Mandatory Arbitration

Any dispute arising from these Terms or use of services shall be resolved through binding arbitration in Saudi Arabia according to Saudi arbitration laws. You waive the right to participate in class actions.

12.2 Governing Law

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any disputes shall be resolved in Saudi courts or through arbitration in Riyadh, Saudi Arabia.

13. Account Termination

13.1 Your Right to Terminate

• You may delete your account at any time through app settings
• Deletion does not entitle you to refunds
• Wallet funds may be held if there are pending issues
• Some data may be retained for legal compliance

13.2 Ailoo's Right to Terminate

• We may suspend or terminate accounts at our discretion
• Immediate termination for serious violations
• No refunds upon termination for cause
• Wallet funds may be held per our hold policy
• You may be prohibited from creating new accounts

14. Intellectual Property

All content, features, and functionality of Ailoo services, including software, text, graphics, logos, and trademarks, are owned by Ailoo and protected by intellectual property laws. You may NOT:

• Copy, modify, or create derivative works
• Reverse engineer or decompile software
• Use Ailoo branding without permission
• Extract data using automated tools
• License, sell, or transfer any rights

15. Privacy

Your use of services is subject to our Privacy Policy, which explains how we collect, use, and protect your information. By using our services, you consent to our privacy practices.

16. Changes to Terms

Ailoo reserves the right to modify these Terms at any time. Changes are effective immediately upon posting. Continued use of services after changes constitutes acceptance. Material changes will be communicated via email or in-app notification.

17. Miscellaneous

17.1 Entire Agreement

These Terms, along with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Ailoo.

17.2 Severability

If any provision is found invalid, the remaining provisions remain in full effect.

17.3 No Waiver

Failure to enforce any right does not constitute a waiver of that right.

17.4 Assignment

You may not assign these Terms. Ailoo may assign its rights without restriction.

18. Contact Information

For questions about these Terms: