Rider Terms of Service

These Rider Terms of Service (the Terms) govern your use of the Karawi mobile application, website, support channels, and related ride, delivery, parcel, rental, and other mobility services that we make available (the Platform). By creating an account or using the Platform, you agree to these Terms.

1. The Platform

Karawi operates a technology platform that connects riders and customers with independent drivers, couriers, fleet operators, merchants, and other service providers. Unless we expressly state otherwise for a specific service, Karawi is not the transportation or delivery provider and does not employ the driver or courier.

Available services, service areas, vehicle types, prices, and payment methods may differ by location and may change over time.

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, keep your login and verification codes secure, and promptly update your details. You are responsible for activity performed through your account unless you promptly report unauthorized access.

One person may not create accounts to evade restrictions, fees, safety controls, or promotional rules. We may request identity or payment verification where reasonably necessary to prevent fraud, protect users, or comply with law.

3. Booking and service fulfilment

You must provide accurate pickup, destination, recipient, and parcel information. A request is not confirmed until the Platform shows that a driver or provider has accepted it. Estimated arrival times, routes, and trip durations are estimates and may change because of traffic, road conditions, weather, security restrictions, or other circumstances.

The driver may refuse or end a service where continuing would be unsafe, unlawful, materially different from the request, or outside the capacity of the selected vehicle.

4. Prices, bidding, and payment

Before confirmation, the Platform will show an estimated fare, quoted fare, or bidding process. The final amount may include the accepted bid, waiting time, tolls, parking, approved extra charges, cancellation fees, taxes, or other charges disclosed in the Platform. Where bidding is available, neither party is required to accept an offer.

You must pay the full amount using an available payment method. Cash remains payable directly to the driver or provider. Electronic payments, wallets, promotions, credits, or refunds are governed by any additional rules displayed for that payment method. Tips are voluntary unless clearly stated otherwise.

5. Cancellations, no-shows, and misuse

You may cancel through the Platform. A cancellation or no-show fee may apply when it is disclosed before confirmation or under a published cancellation policy, including where a driver has accepted, travelled toward the pickup point, arrived, or waited for the stated period. Cash cancellation debts may be recorded on your account and collected through a later ride or an available electronic payment method where permitted.

Repeated false requests, deliberate no-shows, abusive bidding, payment avoidance, or other misuse may lead to booking limits, suspension, or account closure. You may dispute a charge through support.

6. Rider conduct and safety

You must:

• treat drivers, couriers, other passengers, and support staff respectfully;
• follow reasonable safety instructions and applicable seat-belt, child-restraint, traffic, and public-order laws;
• not carry weapons, dangerous or prohibited materials, illegal goods, or items that the vehicle cannot safely transport;
• not damage, soil, obstruct, threaten, harass, discriminate against, or endanger any person or property;
• not ask a driver to speed, break traffic laws, use an unsafe route, or perform an unlawful act; and
• use emergency services, not the Platform, where immediate police, medical, or fire assistance is required.

You are responsible for companions, minors, animals, and items travelling under your booking, subject to applicable law.

7. Delivery and parcel requests

You must accurately describe the item, package it safely, and ensure that the sender and recipient are authorized to send and receive it. You may not send cash, illegal goods, weapons, controlled substances, hazardous materials, stolen property, or any item prohibited by law or by a service-specific rule. Inspection or rejection may occur where reasonably necessary for safety or compliance.

8. Communications and location

The Platform may use phone calls, in-app chat, push notifications, SMS, WhatsApp, or email for account verification, booking fulfilment, safety, receipts, support, and important service notices. Transactional messages are part of the service. Optional marketing communications are handled separately and can be changed through available settings or support.

Precise location may be required while arranging or taking a service. Location and trip information may be shared with the matched driver or provider as described in the Privacy Policy.

9. Ratings, content, and lost property

Ratings and reviews must be honest, relevant, and respectful. We may remove content that is unlawful, abusive, fraudulent, or unrelated. You retain ownership of content you submit but give us permission to host, display, and use it to operate and improve the Platform.

We may help riders and drivers communicate about lost property but do not guarantee recovery and are not responsible for items left in a vehicle, except where applicable law provides otherwise.

10. Suspension and termination

We may restrict or suspend access where reasonably necessary for safety, fraud prevention, unpaid amounts, repeated cancellations, false information, legal compliance, investigation, or a material breach of these Terms. Where appropriate, we will provide a reason and a way to contact support. You may stop using the Platform or request account deletion at any time, subject to lawful retention and unresolved transactions.

11. Disclaimers and liability

The Platform is provided with reasonable care, but uninterrupted availability, exact arrival times, and continuous third-party map, network, payment, or communication services cannot be guaranteed. Nothing in these Terms excludes liability that cannot lawfully be excluded. To the maximum extent permitted by law, Karawi is not responsible for indirect or consequential loss, or for acts of an independent provider outside our reasonable control.

12. Changes

We may update these Terms for legal, safety, operational, or product reasons. Material changes will be communicated through the Platform or another appropriate channel, and we may ask you to accept a new version before continuing to use affected services.

13. Governing law and complaints

These Terms are governed by the applicable laws of the Republic of Iraq. Disputes that cannot be resolved through support may be submitted to the competent Iraqi courts. Mandatory consumer rights remain unaffected.

Questions, complaints, or disputes can be submitted at https://taxi.karawi.net/ticket or by email to support@karawi.net.