Terms & Conditions, Privacy Policy, and Cancellation & Refund Policy

2.1 Nature of Service

The user acknowledges and agrees that NAYLAM operates as an electronic intermediary platform connecting customers with licensed transportation service providers, enabling users to make bookings, manage requests, and complete electronic payment transactions. The Platform's role is limited to technical, administrative, and organizational services only. It is not considered a direct provider of transportation services nor an operator of transport vehicles, unless expressly stated otherwise.

2.2 User Acceptance

Use of the website or mobile application, creating an account, or completing any booking or request shall constitute the user's explicit and final acceptance of these Terms & Conditions and all related policies. The user also confirms that all information provided is accurate and complete and shall bear full responsibility for any false, inaccurate, or misleading information.

2.3 Service Providers

Transportation services are carried out by independent and licensed service providers in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia. The service provider bears full responsibility for trip execution, service quality, safety, and adherence to schedules.

2.4 Booking & Payment

• Bookings may be made through the website or mobile application.
• Payments shall be made through approved electronic payment methods.
• Booking confirmation constitutes final acceptance of the displayed price and details.
• Users must review booking details before confirming the reservation.

2.5 Pricing & Fees

• All displayed prices include Value Added Tax (VAT), if applicable, unless otherwise stated.
• Prices may vary depending on time, distance, type of service, and provider availability.
• The Company reserves the right to amend prices or fees whenever necessary.

2.6 Platform Responsibility

The Platform's responsibility is limited to coordination, booking management, and electronic payment facilitation. The Platform shall not be liable for the actual execution of services or for any direct or indirect damages caused by the service provider. The Platform shall also not be liable for lost baggage or personal belongings. Users are responsible for ensuring they collect all personal items before leaving the vehicle.

2.7 Acceptable Use

Users are prohibited from using the Platform for any unlawful purpose or in violation of applicable laws, regulations, or public morals. The Company reserves the right to suspend or terminate accounts in cases of misuse or breach of these Terms.

2.8 Amendments

The Company reserves the right to amend these Terms & Conditions at any time. Continued use of the Platform after such amendments shall constitute acceptance thereof.

2.9 Governing Law

This document shall be governed by the laws and regulations of the Kingdom of Saudi Arabia, and any disputes shall be subject to the jurisdiction of the competent courts within the Kingdom.

3.1 Information We Collect

We may collect the following information:

• Full name
• Mobile number
• Email address
• Business / Company name (for commercial registration purposes)
• Address
• Booking and trip details
• Payment information as necessary to complete transactions
• Geolocation at the time of request
• Internet Protocol (IP) address
• Device type, browser type, and operating system

If you contact us directly, we may receive additional information such as message content, attachments, or any other information you choose to provide.

3.2 How We Use Your Information

We use collected information for the following purposes:

• Providing, operating, and maintaining the website and application
• Processing bookings and requests
• Improving and developing our services and platform features
• Analyzing platform usage and measuring performance
• Communicating regarding bookings or customer support
• Sending updates, alerts, and notifications
• Marketing promotions and offers (subject to applicable laws)
• Detecting and preventing fraud
• Compliance with legal and regulatory obligations

3.3 Log Files & Similar Technologies

The Platform uses log files, cookies, and similar technologies to improve performance, analyze usage, and personalize user experience. Such data may include:

• IP address
• Browser type
• Internet Service Provider (ISP)
• Visited pages
• Date and time of visit
• Number of clicks

Such information is generally not directly linked to personally identifiable information.

3.4 Sharing of Information

Information may be shared as necessary with:

• Transportation service providers for order fulfillment
• Electronic payment service providers
• Technical support, hosting, and IT service providers
• Governmental or regulatory authorities where legally required

3.5 Advertising Partners

Some partners or third parties may use cookies, analytics tools, or customized advertising technologies. NAYLAM does not directly control third-party cookies or related technologies.

3.6 Data Protection

The Company is committed to implementing appropriate technical and organizational measures to protect user data from unauthorized access, misuse, or unlawful disclosure, in accordance with the applicable laws of the Kingdom of Saudi Arabia.

3.7 User Rights

Users may request access to, correction of, update of, or deletion of their personal data, subject to applicable laws and regulations.

4.1 Cancellation

• Bookings may be cancelled before the trip begins.
• Cancellation fees may apply depending on cancellation timing and the service policy displayed at the time of booking.

4.2 Refunds

• Eligible refunds shall be processed within up to 7 business days, depending on the payment provider and bank.
• Refunds shall be returned to the same payment method used for the original transaction.

4.3 No Show

If the customer fails to appear at the agreed time and location, or cannot be contacted, the booking may be deemed fulfilled and no refund shall be due, subject to the Company's or service provider's discretion.