Terms & Conditions

These Terms & Conditions (the "Terms") form a binding agreement between you ("you", "rider", "user") and SHAFFL ("SHAFFL", "we", "us", "the Company"), regarding your use of the SHAFFL mobile application, website, customer support channels, ride booking features, and any transportation services arranged through SHAFFL.

By creating an account, booking a seat, riding on a SHAFFL-operated or SHAFFL-partner vehicle, or using any part of the platform, you confirm that you have read, understood, and agreed to these Terms.

If you do not agree with these Terms, you may not use SHAFFL.

SHAFFL is a smart mobility and seat-reservation platform in Egypt. We help riders view available bus lines and schedules, reserve and confirm seats in advance, track vehicles in real time, and arrive more safely and predictably.

SHAFFL is not an on-demand taxi service. It is a scheduled/shared seat service that operates on defined pickup and drop-off points, often in partnership with transport operators, companies, schools, or other institutions.

We currently operate in Egypt and are subject to Egyptian law.

You must be legally allowed to travel on public/contracted transport in Egypt.

If you are under 18, a parent/guardian or authorised institution (e.g. school) must approve your use of the service.

We may refuse service or suspend an account if we believe the account was created with false information, used abusively, or used in a way that risks safety.

You must provide accurate information (name, contact number, etc.) and keep it up to date.

You are responsible for all activity that happens under your account. Do not share your verification code or ride code with strangers.

You agree not to use another person's account without permission, not to impersonate someone else, and not to create fake or duplicate accounts for fraud.

You are responsible for arriving at the pickup point on time. The driver is not required to wait beyond the published/communicated waiting window.

A booking is only valid for the specific route, time, pickup point, and seat type shown in the app.

The driver or route supervisor may request to see your booking code or your name/phone to verify you're the correct rider.

SHAFFL and the operator may adjust pickup times slightly due to traffic, road closures, police checkpoints, weather, or safety reasons.

You agree to follow all safety instructions given by the driver, SHAFFL support, or route supervisor.

Harassment, verbal abuse, threats, physical intimidation, property damage, vandalism, smoking, consuming alcohol, carrying dangerous items, or any behaviour that endangers the driver or other passengers is strictly forbidden.

Prices will be shown in-app before you confirm a booking.

You agree to pay the fare shown at the time you confirm the booking.

Refund / cancellation rules will be displayed in the app or provided by your organisation if you are on a corporate/institutional route.

If a ride is cancelled by SHAFFL or the operator for operational reasons, we may issue a credit, voucher, or refund.

If you do not show up to the pickup point on time, that may count as a used seat and may not be refundable.

Some users access SHAFFL under an agreement with a company, school, university, or other organisation. In those cases, the Institution may pay for or subsidise your seat.

For these routes, SHAFFL may share attendance/usage confirmations with the Institution strictly for billing, safety, and service planning.

If your seat is funded by an Institution, that Institution may set its own internal rules. Breaching those rules may affect your eligibility to continue using that route.

We try to keep routes, schedules, and vehicles available and reliable. But service may change, be delayed, or be cancelled due to traffic, security checkpoints, breakdowns, strikes, weather, road closures, or instructions from authorities.

SHAFFL does not guarantee that any route or time will always be available, or that estimated arrival times will always be accurate.

We may temporarily suspend part of the service for maintenance, safety, upgrades, or compliance with new regulations.

SHAFFL processes personal data in line with Egyptian Personal Data Protection Law No. 151 of 2020, which requires explicit consent for data collection and processing.

By using SHAFFL, you agree to our Privacy Policy, which explains what data we collect, why we collect it, who we share it with, how long we keep it, and your legal rights.

If you believe your data has been misused, you may contact us and/or file a complaint with the Egyptian Personal Data Protection Centre.

You agree you will NOT:

• Use SHAFFL for any unlawful purpose under Egyptian law.

• Interfere with or damage our systems (hacking, reverse engineering, injecting malicious code, scraping).

• Harass, threaten, or endanger drivers or other riders.

• Bring weapons, hazardous materials, or illegal substances on board.

• Use someone else's booking code to board.

• Provide misleading details to gain access to women-only, school, or restricted routes.

We may suspend, limit, or terminate your account immediately if you violate these Terms, create safety risk, engage in fraud or abuse, harass drivers/staff/riders, or damage vehicles.

We may also suspend or limit access if required by law, by a competent authority, or by an Institution that funds your seat.

You may stop using SHAFFL at any time and request account closure. We may keep certain records as required by law.

SHAFFL aims to work only with drivers/vehicles that meet Egyptian safety and roadworthiness requirements.

Traffic in Egypt is unpredictable. You understand and accept that delays may happen, estimated arrival times are not guarantees, and we are not responsible for indirect costs you incur due to delay.

You are responsible for keeping your personal belongings with you at all times.

Nothing in these Terms limits any non-waivable rights you have under Egyptian law, including the right to safe service, clear information, and fair treatment as a consumer.

If you have a service issue, contact SHAFFL support first at support@shaffl.app or through the in-app support channel.

We will review your report and may follow up with the driver/operator.

If we cannot resolve your complaint, you may escalate to the relevant Egyptian authority. For billing disputes, you may submit a complaint to the Egyptian Consumer Protection Agency.

For privacy/data-related disputes, you may escalate to the Egyptian Personal Data Protection Centre.

SHAFFL

Legal & Compliance / Customer Support

Email: support@shaffl.app

Data Protection Officer: privacy@shaffl.app

Registered Address: [Cairo, Egypt]