Terms of Service

These Terms of Service ("Terms") govern your use of Ailoo's mobile applications, website, and all related services (collectively, the "Services") operated by Ailoo ("we," "us," or "our") in the Kingdom of Saudi Arabia.

By creating an account or using the Services, you agree to be bound by these Terms. If you do not agree, do not use the Services. These Terms apply to all users — riders, drivers, and visitors.

• You must be at least 18 years old to create an account
• You must have legal capacity to enter into binding contracts under Saudi law
• Drivers must hold a valid Saudi driving licence and vehicle registration
• Drivers must pass Ailoo's background check and identity verification
• You may only hold one active account per phone number
• Accounts are non-transferable

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to:

• Provide accurate and complete information during registration
• Keep your contact information up to date
• Notify us immediately at support@ailoo.co if you suspect unauthorised access
• Never share your account credentials with anyone
• Not use another user's account

We reserve the right to suspend or terminate accounts that violate these Terms, our Community Guidelines, or applicable Saudi law.

Taxi rides

On-demand rides across Ailoo's service areas. Fares are calculated based on base fare, distance, and time. No surge pricing — fares never increase based on demand.

Daily commute subscriptions

Fixed-route, fixed-schedule subscriptions for regular commuters. Subscribers are matched with a dedicated driver for the subscription period. Pricing is fixed for the entire subscription period.

Women-only mode

Female riders can opt into women-only trips, which match them exclusively with verified female drivers. Always-on audio recording is activated on these trips for safety. Recordings are encrypted and accessed only in the event of a dispute or emergency.

When using Ailoo as a rider, you agree to:

• Treat drivers with respect at all times
• Wear a seatbelt during all trips
• Not request rides for anyone under 18 without accompanying them
• Not ask drivers to violate traffic laws or take unsafe routes
• Not bring prohibited items into a vehicle (weapons, illegal substances)
• Not eat, smoke, or vape inside a vehicle without the driver's explicit consent
• Pay the full fare shown at booking — not attempt to renegotiate after a trip
• Rate your driver honestly after each trip
• Report genuine safety concerns immediately via the in-app safety button

Driver conduct is governed primarily by the Driver Agreement. Key obligations include:

• Maintaining a valid Saudi driving licence at all times
• Keeping your vehicle clean, roadworthy, and insured
• Arriving at the confirmed pick-up location on time
• Not cancelling accepted trips without a valid reason
• Not accepting cash payments outside the Ailoo platform
• Not discriminating against riders based on destination, nationality, or appearance
• Complying with all Saudi traffic laws
• Completing mandatory Ailoo safety training

See the Driver Agreement for full obligations, payout terms, and account suspension criteria.

Rider payments

• Fares are charged automatically to your saved payment method at trip completion
• Accepted methods: credit/debit cards, Apple Pay, Google Pay, Ailoo wallet credit
• All prices include VAT at the applicable Saudi rate
• Ailoo wallet credits are non-refundable and non-transferable
• Disputed charges must be raised within 14 days of the trip

Driver payouts

• Payouts are processed within 24 hours of trip completion to your registered bank account
• Daily commute subscription earnings are paid at the start of each subscription period
• Ailoo reserves the right to withhold payouts pending investigation of fraud or policy violations

Surge pricing

Ailoo does not apply surge pricing. Fares shown at booking are the fares charged. This applies to all ride categories and all times of day, including public holidays.

From time to time, Ailoo issues coupon codes, referral credits, and promotional offers ("Coupons"). Coupons are a discretionary marketing tool, not a right, and are governed by the specific terms shown at the time of issue in addition to this section.

General conditions

• Each Coupon is valid only for the service it was issued for — a ride Coupon cannot be applied to a daily commute subscription, and vice versa, unless explicitly stated
• Coupons have a fixed validity window (start and end date) and expire automatically once it closes — no extensions
• Coupons may set a minimum trip/order value before they can be applied
• Percentage-based Coupons may be capped at a maximum discount amount, shown before you confirm
• Coupons may be restricted to specific cities, countries, vehicle types, or payment methods — an ineligible booking will not accept the code
• Coupons may be restricted to new users only, existing users only, or both
• Unless stated otherwise, each Coupon may be redeemed once per rider account
• Only one Coupon can be applied per trip or subscription — Coupons cannot be stacked or combined with each other
• Coupons have no cash value, cannot be exchanged for cash, and cannot be transferred between accounts

Fraud prevention

To keep Coupons available for genuine riders, we actively monitor for abuse. Depending on the Coupon, this may include locking redemption to a single device, tracking the IP address used at redemption, and automatically disabling a code in real time once unusual usage patterns are detected.

• Creating multiple accounts to redeem the same one-per-user Coupon repeatedly is prohibited
• Using a Coupon in combination with a cancelled, staged, or otherwise non-genuine trip to extract its value is prohibited
• Sharing a private or invite-only code outside its intended recipients is prohibited
• Any Coupon applied through the above, or any other exploit, may be revoked before or after redemption, and the discount amount charged back to your saved payment method or wallet
• Accounts found abusing Coupons may have Coupon eligibility revoked, be suspended, or be terminated under the Termination section of these Terms

Cancelled or changed trips

• If a trip booked with a Coupon is cancelled before completion (by you, the driver, or automatically due to a driver no-show), the Coupon redemption is reverted and the code becomes available to use again, subject to its validity window and usage limit
• If a trip is modified in a way that no longer meets the Coupon's minimum value or eligibility criteria, the discount may be removed and the full fare charged
• The discount portion of a Coupon-applied trip is never itself refundable in cash — see the general no-refund policy below and our full Refund Policy

Ailoo reserves the right to modify, suspend, or withdraw any Coupon or promotional programme at any time, including after you have claimed but not yet redeemed a code.

Rider cancellations

• Free cancellation within 3 minutes of driver accepting your trip
• Cancellations after 3 minutes may incur a cancellation fee (displayed at cancellation)
• No-shows (rider not at pick-up after 5 minutes) incur a no-show fee
• Daily commute subscriptions are subject to the cancellation terms in your subscription agreement

Driver cancellations

• Drivers who cancel accepted trips without a valid reason receive a strike on their account
• Three strikes within 30 days result in temporary suspension
• Repeated cancellations may result in permanent deactivation

Ailoo is not liable for:

• Acts or omissions of independent drivers
• Delays, route changes, or cancellations caused by traffic, weather, or circumstances beyond our control
• Loss of personal property during a trip
• Indirect, incidental, or consequential damages
• Service interruptions due to maintenance, technical failures, or force majeure

Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

All intellectual property in the Ailoo platform — including the name, logo, app design, code, and content — belongs to Ailoo or its licensors. You may not reproduce, distribute, modify, or create derivative works without our prior written consent.

You grant Ailoo a non-exclusive, royalty-free licence to use any content you submit (such as reviews or photos) for the purpose of operating and improving the Services.

You can close your account at any time via Settings → Account → Delete account, or by contacting support@ailoo.co.

We may suspend or terminate your account immediately without notice if you:

• Violate these Terms or the Community Guidelines
• Engage in fraudulent activity
• Threaten or harm a driver, rider, or Ailoo employee
• Attempt to circumvent our platform or payment systems
• Receive sustained low ratings indicating unacceptable behaviour

Upon termination, your right to use the Services ceases immediately. Outstanding payments remain due. Data is retained per our Privacy Policy retention schedule.

These Terms are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the competent courts in Riyadh, Saudi Arabia.

We encourage you to contact us first to resolve any dispute informally before initiating formal proceedings.

• General support: support@ailoo.co
• Legal enquiries: legal@ailoo.co
• Address: Ailoo, Riyadh, Kingdom of Saudi Arabia