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Terms & Condition

The rules and terms that apply when you use the Masar Rahaty website and apps.

Terms and Conditions
Last updated: 11 October 2026

These Terms & Conditions ("Terms") govern your use of the website and mobile apps of Masar Rahaty ("Masar Rahaty", "we", "us", "our"), including the passenger app and the driver/delivery partner app (the "Services"). By creating an account or using the Services, you agree to these Terms. If you do not agree, do not use the Services.

1. About the Services

Masar Rahaty is a technology platform that connects passengers and senders ("Customers") with independent drivers and delivery partners ("Drivers") for regular trips, scheduled trips and parcel delivery. We do not provide transportation or delivery services ourselves and are not a transport carrier. The transport or delivery service is provided by the Driver, who is an independent contractor and not our employee, agent or representative.

2. Eligibility and Accounts

  • You must be at least 18 years old and legally able to enter a contract.
  • You must provide accurate, current information and keep it updated.
  • You are responsible for all activity under your account and for keeping your password and OTP codes secure. Notify us immediately of any unauthorised use.
  • One person may not hold multiple accounts without our approval.

3. Customer Terms

  • Bookings: you may request a regular trip, schedule a trip, or order a parcel delivery through the app. A booking is confirmed when a Driver accepts it.
  • Fares: the fare or an estimated fare may be shown before or during booking and may depend on distance, time, demand, tolls, waiting time and applicable taxes. Where custom fare offers are enabled, the fare agreed in the app applies.
  • Conduct: treat Drivers respectfully, follow safety instructions, wear seatbelts, and do not damage the vehicle or cause a nuisance. Cleaning or damage fees may be charged.
  • Parcels: you must describe the parcel accurately and not send prohibited or dangerous items (see Section 6). You confirm you have the right to send the items.
  • Accuracy of details: you are responsible for correct pickup, drop-off and receiver details.

4. Driver Terms

  • You must hold a valid driving licence, vehicle registration, insurance and any permits required by local law, and pass our verification checks.
  • Your vehicle must be roadworthy, clean and match the details registered in the app.
  • You decide when to go online and which requests to accept. You are responsible for your own taxes, fuel, vehicle costs and insurance.
  • You must comply with traffic laws, not use the app while driving, and not drive under the influence of alcohol or drugs.
  • You must not discriminate, harass or mistreat Customers, and must handle parcels with care and deliver them only to the intended receiver.
  • We may suspend or deactivate your account for safety concerns, fraud, repeated cancellations, low ratings, complaints or breach of these Terms.

5. Payments, Wallet and Payouts

  • Payment can be made by the methods available in the app, such as cash, card or wallet. Fees may be shown in advance.
  • We charge Drivers a service commission as displayed in the Driver app. Earnings are paid out according to the payout schedule and methods shown in the app.
  • Wallet balances are used only for payments within the Services and are non-transferable. Unused balances are handled according to applicable law.
  • You authorise us and our payment providers to charge your chosen payment method for fares, fees, cancellation charges and damages.
  • Promotions, coupons, points, cashback and rewards (where available) are subject to their stated conditions in the app and may be withdrawn if misused.

6. Prohibited Items and Conduct

You may not use the Services to:

  • Carry or send illegal goods, weapons, explosives, drugs, hazardous or flammable materials, counterfeit goods, live animals (unless allowed), or any item prohibited by law.
  • Commit fraud, create fake accounts or bookings, manipulate ratings or abuse promotions.
  • Harass, threaten or harm others, or use the Services for any unlawful purpose.
  • Reverse engineer, copy, disrupt or attempt to gain unauthorised access to the platform.

7. Cancellations and Refunds

  • Customers may cancel a booking in the app. A cancellation fee may apply if a Driver is already on the way or has waited at the pickup point.
  • Drivers who repeatedly cancel accepted trips may face penalties or suspension.
  • If you believe you were charged incorrectly, contact support within 7 days of the trip. Refunds are reviewed case by case and, if approved, returned to the original payment method or your wallet.

8. Ratings and Reviews

Customers and Drivers can rate each other after a trip. Ratings must be honest and respectful. We may remove content that is abusive, false or unlawful.

9. Safety

Safety is a shared responsibility. Use the in-app tools to share trip details, contact support and report incidents. In an emergency, contact local emergency services first. We may share relevant information with authorities where required.

10. Intellectual Property

The Services, including the name, logo, software, design and content, belong to us or our licensors and are protected by law. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the apps for their intended purpose. You may not copy, modify, distribute or create derivative works from them.

11. Privacy

Your use of the Services is also governed by our Privacy Policy, which explains how we collect and use your personal information, including location data.

12. Disclaimers

The Services are provided "as is" and "as available". We do not guarantee that the Services will be uninterrupted, error-free or that a Driver will always be available. We do not control Drivers' or Customers' conduct and do not guarantee the quality, safety or timing of any trip or delivery.

13. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect, incidental or consequential damages, loss of profits, or loss or damage to items sent through the Services, arising from your use of the Services or from the acts or omissions of Drivers or Customers. Our total liability for any claim is limited to the amount you paid for the relevant trip or delivery. Nothing in these Terms limits liability that cannot be limited by law.

14. Indemnity

You agree to indemnify and hold us harmless from claims, losses and expenses (including legal fees) arising from your breach of these Terms, your misuse of the Services or your violation of any law or third-party right.

15. Suspension and Termination

You may stop using the Services and delete your account at any time. We may suspend or terminate your access immediately if you breach these Terms, create risk or legal exposure, or where required by law. Provisions that by nature should survive termination will continue to apply.

16. Changes to These Terms

We may update these Terms from time to time. The updated version will be posted here with a new "Last updated" date. Continued use of the Services after changes means you accept them.

17. Governing Law and Disputes

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any dispute will be subject to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia, unless local consumer law provides otherwise. We encourage you to contact support first so we can try to resolve the issue.

18. Contact Us

  • Email: info@masarrahati.sa
  • Website: www.masarrahati.sa
  • Phone: 00966555279677