Terms of Service

Acceptance of the Terms & Conditions

By using the Platform or any of its services, or by registering on it, you acknowledge and confirm that you have fully read and understood this Policy and agree to be bound by all of its terms and conditions. Such consent constitutes a binding electronic acceptance in accordance with the Electronic Transactions Law in force in the Kingdom of Saudi Arabia. If you do not agree with any part of this Policy, please stop using the Platform immediately.

The Platform reserves the right to amend or update this Policy at any time without prior notice. Your continued use of the Platform after such amendments are published constitutes implied acceptance of those amendments. Users will be notified of any material changes via in-app notifications or by email.

Lawful Use

The Platform and the services provided through it must be used only for lawful purposes, in compliance with the applicable laws, regulations, and directives in the Kingdom of Saudi Arabia, including but not limited to: the Anti-Cybercrime Law, the Consumer Protection Law, and the relevant transport regulations.

Users (customers and service providers) are prohibited from engaging in any activity that constitutes abuse, fraud, security breaches, infringement of intellectual property rights, violation of public morals, invasion of others’ privacy, or disturbance of public order.

The Owner has the right to suspend or terminate the account of any user who violates these terms without prior notice and without any liability.

Intellectual Property Rights

All rights related to the Platform—including designs, software, databases, content, trademarks, and logos—are owned by the Owner and protected under the intellectual property laws in force in the Kingdom.

No part of the Platform’s content or its technical or commercial components may be reproduced, distributed, modified, or adapted without the prior written consent of the Owner.

General Disclaimer (Platform’s Role as Intermediary)

The Platform’s services are provided “as is,” and the Owner does not guarantee the accuracy, completeness, or reliability of the content or the availability of the service at all times.

The Platform operates solely as an independent electronic intermediary to facilitate communication and linkage between customers and transport/delivery service providers.

The Platform is not a direct party to, nor a guarantor of, any agreement concluded between the customer and the service provider, and does not intervene in the details or terms of such agreements. Responsibility for performing the service, its quality, and any related obligations lies entirely with the service provider.

The Owner bears no legal or compensatory liability for any losses or damages arising from the direct or indirect use of the Platform or reliance on information displayed on it, nor for any disputes arising between customers and service providers (including, without limitation: damage, loss, theft, delay, or harm to goods or vehicles during transport or delivery operations).

The user (whether a customer or a service provider) is solely responsible for the accuracy of the data and information they enter through the Platform and is liable for any damages or consequences that may arise from entering incorrect or misleading information.

The Platform disclaims full responsibility for any acts, negligence, or misconduct by any users (customers or service providers).

Payment Mechanism, Financial Responsibility, and Refund/Cancellation Policies

Accepted Payment Methods

The Platform provides and facilitates secure electronic payment methods for services provided through it, including but not limited to: credit cards (Visa, MasterCard), Mada cards, and Apple Pay.

The user acknowledges and agrees that all payments related to the requested services are made fully and exclusively through the Platform using the available payment methods.

All prices displayed are final upon booking confirmation, unless otherwise stated.

User’s Financial Responsibility

The user is solely responsible for ensuring sufficient funds are available on the selected payment method to complete the transaction successfully.

The Platform disclaims responsibility for any issues arising from failed payments due to reasons related to the issuing bank, the payment service provider, insufficient funds, or any user errors.

Financial Disputes and the Platform’s Role

If there are any payment-related disputes, the Platform will provide technical support to help verify payment status and track the transaction.

However, the Platform is not a direct party to resolving refund disputes between the customer and the service provider unless such disputes result directly from a technical malfunction in the Platform’s payment system.

Fees and Commissions

The Owner reserves the right to impose or modify any fees or commissions on services provided through the Platform. Users will be notified of any fee changes before they take effect.

The service provider shall issue a tax invoice (if legally required) including all mandatory information: commercial details, trade name, tax number, and any other information required by applicable regulations, addressed to the consumer.

Refund (Refund Policy) and Cancellation

Cancellation by the Customer

• The customer may cancel the order at any time before the service provider accepts it, without any fees.
• If the customer cancels after the service provider has accepted the order and before the trip/delivery starts: a cancellation fee may be imposed by the Platform and clearly shown to the customer before confirming the cancellation. This fee will be deducted from any paid amount (if applicable) or added to the customer’s future account.
• If the customer cancels after the service provider has started the trip/delivery or arrived at the pickup location: the Platform may impose a higher cancellation fee that may include a portion of the total service cost or a fixed fee, to compensate the service provider for the service initiated and the time/distance traveled.
• If the customer is entitled to a refund (after deducting any applicable cancellation fees), the refund will be processed to the same original payment method used by the customer. Processing may take several business days depending on the issuing bank’s procedures.

Cancellation by the Service Provider

• The service provider may cancel the order after posting the bid (price) and before the customer pays for the service.
• If the service provider cancels after payment and before the trip/delivery starts without an acceptable justification (such as force majeure or inaccurate order information provided by the customer), the Platform reserves the right to take appropriate measures against the service provider, which may include: fines, account suspension, or termination, to ensure service reliability and protect customers.
• If the service provider cancels after the trip/delivery has started without an acceptable justification, the provider is liable for any damages or consequences arising from such cancellation, and the Platform reserves the right to take appropriate legal or contractual measures against them. In this case, any amount paid by the customer shall be fully refunded, if applicable.

Cancellation by the Platform

The Platform reserves the right to cancel any order in cases of suspected fraud, any violation of the terms of service, or for operational or security reasons, without any liability to the parties. In such cases, payments will be handled at the Platform’s discretion and in line with applicable regulations.

Refund Disputes

Any disputes concerning the refund amount or the customer’s eligibility for a refund will be handled by the Platform’s support team and may require the submission of evidence or details from both parties to reach an appropriate decision.

Delay Policy for Pickup and Delivery

If the Transport Company Delays Your Shipment

1. We monitor all shipments to ensure timely delivery. If an unjustified delay occurs (not caused by force majeure or by you) by our transport partner, we guarantee compensation.
   • A discount from the transport fare will be applied and returned to your account, calculated based on the duration of the delay. The calculation method will be clarified when your order is confirmed.

Your Responsibility for Receiving the Shipment (if you are late)

To ensure a smooth delivery process, please make sure you are present at the delivery location at the agreed time and respond to the truck driver’s calls.

If you are late or do not enable the transport partner to unload the shipment, additional waiting fees may be charged to you.

If delivery is completely impossible due to your non-responsiveness, the transport partner will return the shipment to their warehouse. In this case, you will be responsible for additional costs including: daily storage fees, the cost of the return trip, and the cost of scheduling a new delivery appointment.

By completing the order, you agree to bear these costs if you are the cause of the delivery delay.

User (Customer) Obligations

• Provide true, accurate, and complete information when registering and requesting the service, including details of the goods to be transported and accurate addresses.
• Treat service providers and Platform staff with respect.
• Do not request the transport of any prohibited or illegal items under the laws of the Kingdom of Saudi Arabia.
• Pay the full consideration for the service immediately upon completion, or as per the payment terms specified on the Platform.
• Bear full responsibility for any damages or losses resulting from inaccurate information or any breach of the Terms of Use.

Service Termination and Account Suspension

The Platform reserves the right to suspend or terminate the account of any user or service provider at any time, without prior notice, if:

• Any provision of this Policy or applicable laws and regulations in the Kingdom is violated.
• False or misleading information is provided.
• Any conduct is carried out that harms the Platform, its users, or its reputation.
• Repeated, substantiated complaints are received against the user or service provider.

The Platform bears no liability or compensation toward the user or service provider in the event of account suspension or termination in accordance with this Policy.

Additional Clarifying Provisions

1. Condition Documentation:
   To protect both parties’ rights and avoid disputes, it is recommended that both the customer and the service provider document the condition of the goods or the vehicle (in case of transport or delivery) with photos or videos before and after transport, at pickup and delivery.
2. Verification of Service Providers:
   The Platform makes reasonable efforts to verify the identity of service providers and essential documents (such as the licenses required to drive vehicles or to practice the transport activity) in accordance with applicable regulations.
   However, the Platform does not guarantee the quality of the service provided by service providers or their adherence to performance standards in every job, and assumes no responsibility for any failure by a service provider to meet such standards—the responsibility lies entirely with the service provider.
   Users are encouraged to review service providers’ profiles and ratings before confirming an order and to report any violations to help ensure service quality.

Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws in force in the Kingdom of Saudi Arabia.

The competent courts within the Kingdom of Saudi Arabia shall have jurisdiction over any dispute arising from this Policy or the use of the Platform.

Contact Us

For any inquiry, complaint, or request related to the Privacy or Usage Policy, please contact us at:

• Official Email: support@lorryapp.sa
• Official Phone Number: 920032581