Suber app - Terms of services

Terms of use

These Terms of Use ("Terms") govern your rights and obligations regarding the use of the Suber app ("the app") and the service (referred to collectively as "the service") online or through mobile media. These Terms constitute a binding agreement between Ana Mosafer for Land Transport, LLC, the owner of all rights to and in the service. Therefore, it is recommended that you read these Terms carefully before accessing or using the Suber app. If you do not agree to abide by the terms and conditions of this agreement, you may not use the Suber app or access its services. By entering and using the Suber app, you consent to be bound by this agreement, which establishes a contractual relationship between you and Suber.

Scope of this Policy

The privacy policy of the Suber brand applies to individuals (both natural and legal persons, whether companies or civil society organizations, service beneficiaries, and vehicle owners such as drivers) anywhere they use our app and services to request transportation, delivery, or on-demand services. This policy does not apply to information we collect from other sources outside of our electronic products or through data service providers. If you benefit from the services, you are subject to the relevant data and privacy policies related to your various uses.

intellectual property

Copyright and all other intellectual property rights in all materials and content provided as part of the Suber website and app are owned by us. All visual interfaces, graphics, designs, information, content, computer code of the site, software used, and services, along with all other elements of the app, and all intellectual property and proprietary rights related to these elements, are exclusively owned by Suber platforms or entities licensed by Suber. Users may only use this material or content in the manner explicitly authorized by us in writing. The user and the company will not assist or facilitate others in copying, reproducing, broadcasting, distributing, adapting, commercially using, or creating derivative works from the material or content. If the user becomes aware of any distribution or commercial exploitation of any kind, they agree to inform the owning company directly.

What is Suber App?

Suber is an app that technically connects drivers (captains) of vehicles with passengers wishing to travel together between cities, sharing the travel costs at the lowest price and best quality, in accordance with distinguished global standards. This aligns with Saudi Arabia's Vision 2030, which aims to accelerate development and provide a better lifestyle by increasing individual income.

Registration on the Platform:

Registration Terms for the App: The app can be used by individuals who are 18 years of age or older. By entering the Suber app, you acknowledge and pledge that you are 18 years old or older. The captain has the right to refuse boarding to any passenger who provided false information during booking. The passenger who provided false information during booking will not be refunded or compensated for the booking fee or the contribution made during the booking. As a registered traveler in the service, you are entitled to make a group reservation so that other passengers can accompany you ("accompanying passenger"). By making a group reservation, your identity will be marked as the "responsible traveler for the group," and you will be required to pay the booking fee along with the full contribution for the funds requested by the app for the booked trip. The responsible traveler for the group may only have an accompanying passenger under the age of 18 if they are a parent or legal guardian.

How to Register and Use the App:

The platform allows captains to post details of their scheduled trips and display them to travelers through the Suber app. After verifying your mobile number entered in the app as the first step, a personal profile will be created for you. Once your profile is set up, you can view the trip details. However, you cannot post the details of any trip without first filling in the necessary fields in your profile to become a registered member.

The system also allows the traveler to schedule his trips.

Registration requirements for the platform

You must have read and accepted these Terms and Conditions and the Privacy Policy upon registration. Regardless of the method chosen, you agree to provide accurate and truthful information and to update it through your profile or by notifying Suber to ensure its relevance and accuracy throughout your contractual relationship with Suber. You are solely responsible for the use of your account by third parties unless you have notified Suber about hacking, account control, or fraudulent use by a third party. You agree not to create or use other accounts apart from the one initially created, either using your own identity or someone else's identity.

If you choose to be a traveler, you must adhere to the following terms:

To use most aspects of the services, you must register to obtain an active personal account for user services and maintain it. You must be at least 18 years old to be eligible for an account. Additionally, you must allow the app to inquire about all your data as required by relevant authorities in accordance with the regulations in force in the Kingdom of Saudi Arabia. This includes, but is not limited to, a clean criminal record check.

Registering an account requires you to provide certain personal information to Suber, such as your name, email address, mobile phone number, age, and at least one valid payment method (either a credit card or a Mada card). You agree to provide accurate, complete, and up-to-date information in your account and to maintain it. Failure to maintain accurate, complete, and up-to-date information in your account, including providing an invalid or expired payment method, may result in your inability to access or use the services or termination of these terms with you. You are responsible for all activities conducted under your account name, and you agree to keep your username and password secure and confidential at all times. You are not entitled to have more than one account.

Use of the Services

Booking a flight for the traveler:
Suber has created an electronic booking system for trips, either through the available trips listed on the app or by having the app search for a trip that matches the traveler's request. The traveler searches for a suitable trip (from, to, date, time, number of passengers, preferences). There is at least one mandatory preference (men only, women only, women with men) and optional preferences (Quran, music, animals, conversations, others, etc.). When the traveler's request matches a trip, to confirm the booking, they must pay the full amount of the trip to confirm acceptance of the booking request through the electronic payment method. Once the traveler pays the amount for the trip that matches their preferences, they will receive a booking confirmation notification, and the system will send a notification message to the captain.

The traveler can make modifications to their booking only regarding the number of additional passengers, as long as it aligns with the number of available seats in the vehicle. The Suber app also allows booking a trip for relatives and friends by entering the original account holder's details and then selecting (the trip for the account holder / the trip for the account holder's relatives or acquaintances). The account holder will then input the travelers' information, including ID number and activated mobile number. The account holder is responsible for the legal consequences of travelers booked through their account.

At the end of the trip, the traveler must click to confirm that they have not forgotten their personal belongings. After that, the captain is provided with a verification code to close the trip and then rate the captain. The traveler has a 24-hour period after the trip ends to submit a comment or complaint about the trip to Suber’s management through customer service.

If you choose to be a captain, you must adhere to the following terms during registration:

Having a valid driving license.
Age should not be less than (18) years and not more than (65) years.
Allowing the application to inquire about all the captain’s data according to the requirements of the relevant authorities in accordance with the regulations in force in the Kingdom of Saudi Arabia, for example, but not limited to: the criminal record being free of any previous convictions.
To be the actual driver of the vehicle or authorized to do so.
A valid bank account and add it to your profile to receive your dues.
A mobile device with this application, a Saudi mobile number and internet connection.
(This service is available to citizens or those who are treated as Saudis).
Valid driving license.
A liability insurance document covering third-party liability.
The vehicle must not be older than 4 years from the manufacturing date registered in the vehicle's registration form, with December 31st being considered the default manufacturing year.
There must be a valid and up-to-date periodic technical inspection.
The vehicle must be in good condition, free from visible dents, damages, and any brand logos or advertisements.
The vehicle must be equipped with the following tools and supplies: (a spare tire, a first aid kit, a fire extinguisher, a warning triangle, an air pump, and the necessary tools for changing tires), all of which must be in good working condition.
You agree to provide accurate, complete, and up-to-date information in your personal account and to maintain it. Failing to keep your account information accurate, complete, and current, including providing an invalid or expired payment method, may result in your inability to access or use the services or termination of these terms with you. You are responsible for all activities conducted under your account name and agree to maintain the security and confidentiality of your username and password at all times. You are not entitled to have more than one account.

If you choose to be a traveler, you must adhere to the following terms:

To use most aspects of the services, you must register to obtain an active personal account for user services and maintain it. You must be at least 18 years old to qualify for an account. Registering the account requires providing certain personal information to Suber, such as your name, email address, mobile phone number, age, and at least one valid payment method (either a credit card or a Mada card). You agree to provide accurate, complete, and up-to-date information in your account and maintain it. Failing to keep your account information accurate, complete, and current, including providing an invalid or expired payment method, may result in your inability to access or use the services or termination of these terms with you. You are responsible for all activities conducted under your account name, and you agree to maintain the security and confidentiality of your username and password at all times. You are not entitled to have more than one account.

Use of the Services

Posting Trip Details for the Captain:

You can create and publish the details of your trip on the Suber app by entering information about the trip you intend to take: dates/times, departure and arrival points, at least one mandatory preference (men only, women only, women with men), and optional preferences (departure range, Quran, music, smoking, animals, conversations, others, etc.). You acknowledge that you are solely responsible for the content of the trip details you post on the platform. Therefore, you represent and warrant the accuracy and truthfulness of all the information provided in your trip, and you agree to honor the trip according to the terms outlined when you submit it, in accordance with the terms and conditions. The trip details will be published through the Suber app and will be visible to travelers and all visitors—who must register first if they wish to book a trip—conducting a search on the app. Suber reserves the right, at its sole discretion and without notice, to not publish or remove any trip that does not comply with the terms and conditions or is considered damaging to Suber's image or the image of its services. You acknowledge and agree that the criteria used to rank and order the display of your trip among other trips are at Suber's discretion. Once you publish the details of your trip, you are obligated to complete the trip.

The traveler can only make modifications to their booking regarding the number of additional passengers, provided it matches the available seats in the vehicle. The Suber app also allows the booking of a trip for family and friends by entering the original account holder's details and then choosing (the trip for the account holder / the trip for the account holder's family or acquaintances). The account holder will then input the travelers' details, including their ID number and activated mobile number. The account holder is responsible for the legal consequences related to the travelers booked through their account.
At the end of the trip, the traveler clicks to confirm that they have not forgotten any personal belongings. Afterward, a verification code is provided to the captain to close the trip, and the traveler can then rate the captain. The traveler has a 24-hour period after the trip ends to submit a comment or complaint about the trip to Suber through customer service. Similarly, the captain will rate the traveler after the trip is completed.

Pricing and costing mechanism

Trip cost

This app follows a policy of providing services at an economical cost, where the cost is calculated based on the distance and time between cities according to Google Maps. Suber will determine the price of the trip using an artificial intelligence calculator that takes into account the distance traveled, time, vehicle category, and services—such as toll fees, for example—provided during the trip.

Service Fee

In the context of trips, Suber is required to collect a service fee for using the app after booking, which is calculated based on the trip cost. The service fee will be collected by Suber for each trip booked by the traveler. It is important to note that all prices are subject to change and updates, and they will only be announced on the app.

VAT Tax
According to the requirements of the Zakat, Tax, and Customs Authority, passenger transport services between cities are categorized as taxable services under the basic tax rate (15%). This tax will be added to the booking value of the trip and will appear in the total price of the trip.

Payment Methods and Policy
For the captain: Suber follows a policy of collecting the full trip amount from the traveler once their booking is confirmed through the Suber app. When the traveler reaches their destination, they will confirm they haven't forgotten any personal belongings and provide the captain with the trip completion code. Once the trip is completed, Suber will transfer the captain’s payment to their registered STC Pay account within 1 hour of the trip's completion. If the captain’s account is not in STC Pay, the payment will be transferred within 3 days, according to the bank's processing time.

Repair or cleaning expenses
Suber app or the passengers are not responsible for any repair or cleaning expenses resulting from the vehicle being exposed to dust, dirt, or malfunctions. The vehicle must be clean and in good condition to avoid affecting the captain's rating.

Terms and conduct of platform users.

All users of the Suber app commit to.
You acknowledge that you are solely responsible for complying with all applicable laws, regulations, and obligations related to your use of the platform.

Obligations of the passenger

To bring proof of the passenger's identity.
Do not attempt to bypass the app's booking system, especially by trying to send your contact details to another captain in order to make the booking outside the app and avoid paying the service fees.
Do not message another member, especially through the app, for purposes other than discussing matters related to the announced trip.
Wait for the captain at the pickup location for a maximum of 10 minutes after the agreed-upon time.
Commit to wearing the seatbelt.
Commit to keeping the car's interior clean, not damaging it, and not throwing dirt inside, while maintaining its cleanliness.
The traveler is solely responsible for the loss of their personal belongings (such as phone, wallet, keys).
Adhere to public morals and etiquette during the trip.
The transport or use of alcohol, drugs, or prohibited substances in the vehicle is prohibited.
The traveler is prohibited from carrying firearms, ammunition, swords, or knives.
It is prohibited for the passenger to transport explosives, incendiary materials, flammable substances, toxic materials, and gases of all kinds.
Full understanding that the captain's car may experience a breakdown on the road, and we will do our best to quickly resolve the issue and prevent it in the future.

Captain's Obligations

Maintaining the cleanliness of the vehicle both externally and internally.
Adhere to public morals and etiquette during the trip.
The captain reserves the right to refuse transporting anyone who violates the booking, appears to be underage, is in an unhealthy condition, or is found to be under the influence of alcohol, intoxicants, or similar substances.
Not stopping to refuel or for any other reason except in emergencies.
Adhering to the scheduled time for the trip.
Waiting for passengers at the agreed pick-up location for a maximum of 10 minutes.
You must verify the accuracy of the passengers' details before starting the journey.
Do not take more passengers than the seating capacity of the vehicle specified in the trip details during booking, unless the passenger modifies their reservation by adding or removing some passengers.
The captain is required to provide the car's trunk for loading passengers' luggage, ensuring that the luggage does not exceed the dimensions: (length 56 cm – width 36 cm – depth 23 cm), and it remains the captain's responsibility (except for the passenger's personal belongings, which are the responsibility of the passenger). The captain should be attentive when passengers disembark to avoid leaving any personal items behind. In case of any forgotten items, it is recommended that the captain contact the passenger to arrange the return of their belongings.
Ensure that you can be contacted by passengers via phone at the number registered in your profile.
The transport or use of alcohol, drugs, or prohibited substances in the vehicle is prohibited.
The traveler is prohibited from carrying firearms, ammunition, swords, or knives.
Passengers are prohibited from transporting explosives, incendiary materials, flammable substances, toxic materials, and gases of any kind.
Comply with the traffic regulations and driving laws applicable in the Kingdom.
Comply with precautionary measures in case of a malfunction or issue during the trip; the captain must notify the relevant official authorities accordingly.

Cancellation and Refund Policy

Cancellation of trips causes some inconvenience to both the captain and the passenger, so a mechanism and conditions have been established for both parties to understand their respective obligations as a result.

Flight cancellation by passenger
More than 24 hours: If the passenger cancels their reservation more than 24 hours before the departure time, a message will appear asking for the reason for the cancellation (I no longer need a captain, I was just testing the service, the captain requested the cancellation, I didn't like the captain's style).
24 hours or less: If the passenger cancels their reservation within 24 hours of the departure time, the priority is given to the captain over other captains to provide another passenger. If no other passenger is available for the captain, the captain will receive compensation from the app amounting to 80% of the fare. A message will appear for the passenger asking for the reason for the cancellation (I no longer need a captain, I was just testing the service, the captain requested the cancellation, I didn't like the captain's style).
Flight cancellation by captain
More than 24 hours: If the captain cancels their trip more than 24 hours before the departure time, they will be charged a cancellation fee equal to the fare opening fee, which will be deducted from their balance. A message will appear asking for the reason for the cancellation (I no longer need to do the trip, other), and this will serve as the captain's first warning. However, if the captain cancels the trip more than 24 hours before the trip starts and no passenger has been matched to their trip, there will be no cancellation fee.
Less than 24 hours: If the captain cancels their trip within 24 hours of the departure time, the captain will be charged the full fare of the trip. If no other captain is available for the passenger, the passenger will receive compensation from the app, covering the full fare of the trip plus the amount previously deducted from them. A message will appear asking the captain for the reason for the cancellation (I no longer need to do the trip, other), and this will serve as the captain's first warning. However, if the captain cancels the trip within 24 hours before the trip starts and no passenger has been matched to their trip, there will be no cancellation fee.
The captain can cancel the trip if the passenger violates the booking conditions, such as (the number of passengers).
Face Verification Feature: It is an AI-powered feature that identifies the captain's face before the start of any trip.
The captain must wait for a maximum of 10 minutes at the pickup location from the scheduled trip time. If the passenger fails to show up, the captain has the option to either wait for the passenger to board or cancel the trip. In case of cancellation, the captain will receive compensation from the app amounting to 100% of the meter start value if another passenger is not provided.
In some cases, the captain's or passenger's wallet balance may be negative due to unpaid dues, such as fines for canceling a reservation, being late, or not showing up at the scheduled time. Therefore, they must settle the negative balance by paying their debt through the available electronic payment methods before the balance exceeds 100 SAR. If the balance exceeds this amount, the account may be temporarily suspended and deactivated.
In case of a breakdown in the captain's vehicle that cannot be repaired within half an hour after notifying the passenger and the captain during the trip, the following will occur: The system will search for the nearest available captain, and the captain whose vehicle has broken down will bear the full cost of the passenger's trip as compensation for the inconvenience caused to the passenger. Additionally, the captain acknowledges in the terms of registration on the Suber app that if the captain is off-duty, they may be contacted (through an emergency group in the app or any other communication method, such as a notification on the mobile of assisting captains) to provide assistance to the stranded captain. The assisting captain will receive double the fare for the trip, and the passenger's trip will be free, with the passenger refunded the full amount of the journey.

Compensation

In the event of any injuries, illnesses, fatalities, losses, damages, expenses, costs, or any other claims, Suber will not bear any responsibility or provide compensation, as its role is to act as an intermediary between the passenger and the captain. The responsible party must indemnify Suber, its affiliates, partners, employees, directors, officers, and agents, and hold them harmless against any claims, demands, losses, liabilities, or expenses, including legal fees, arising from the above or in connection with your use of the Suber app and services, or goods obtained through the use of the app, your violation of this agreement, or infringement of the rights of others, including captains.

Application operation, functions and availability

Suber will make every effort to keep the application available 7 days a week, 24 hours a day. However, access to the platform may be temporarily suspended without prior notice due to technical maintenance, updates, interruptions, or network-related restrictions. Furthermore, Soooper reserves the right to modify or suspend all or part of access to the application or its features, at its discretion, either temporarily or permanently.

The captain and the passenger must also activate the location tracking feature during the trip for safety measures.

Modify Terms and Conditions

Suber has the right to modify or add any terms from time to time, or both, at any time without prior notice. The new version or update of the terms and conditions will be posted on the app, and by downloading the update or new version and continuing to use the app after these modifications, you are automatically agreeing to and accepting these modifications or changes.

Disclaimer

The services are provided as is and based on availability. Suber disclaims all representations and warranties, whether express or implied or statutory, that are not expressly stated in these terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Additionally, Suber makes no representations or warranties regarding the accuracy of schedules, quality, suitability, or availability of services, or regarding the uninterrupted or error-free nature of the services. Suber does not guarantee the quality, suitability, safety, or capability of the captains. You acknowledge that Suber does not provide transportation or logistics services and does not operate as a transportation company, and that all transportation or logistics services are provided by independent captains who are not employed by Suber or any of its affiliates. You agree that all risks arising from your use of the services in relation to this use remain solely with you to the maximum extent permitted by applicable law. You agree to indemnify Suber, its officers, directors, employees, and agents from all claims, losses, liabilities, and expenses arising from or in connection with your use of the Suber app and its services.

Limits of Liability

Suber serves as an online platform where members can create and publish the details of their trips for the purpose of sharing these trips with others. These trips can be viewed privately by other members to know the details of the trip and, thus, book a ride in the vehicle of the member who posted the trip details on the Suber app. By using the platform and accepting these terms and conditions, you acknowledge that Suber has no control over the behavior of the beneficiaries and users of the system. Suber does not own, operate, supply, or manage the vehicles or subjects of the trips, nor does it offer its own trips on the app. You acknowledge and agree that Suber does not control the legality or validity of the trips provided. As a ride-sharing intermediary, Suber does not provide transportation services and does not act as a carrier; Suber's role is limited to facilitating access to the app. Members (captains or passengers) act under their individual and full responsibility.

Our app collects location data to provide location-based services and improve user experience. We do not share this data with third parties except with your consent or as required by law. You can control location access via your device settings

Legal Notices and Communication Channels

The Suber app was launched by Ana Musafir for Land Transportation, a limited liability company registered with the Ministry of Commerce under commercial registration number (1010886647) in the Kingdom of Saudi Arabia.

If you would like to contact us at any time with your views on our privacy practices, or with any inquiries regarding your personal data, or any other inquiries, please use one of the following contact methods:

Via the "Contact Us" page through the Suber app.
Email address: [email protected]
Customer services : 920031371