Terms & Conditions

Welcome to Mashaer Fleet — Saudi Arabia's premium chauffeur-driven transportation network. These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("Passenger", "you", or "your") and Mashaer Fleet ("we", "us", or "our") and apply to all use of our website, mobile application, and booking platform.

By accessing our platform, creating an account, or completing a booking, you acknowledge that you have read, understood, and agree to be bound by these Terms in full. If you do not agree, please refrain from using our services.

These Terms apply to all service categories offered by Mashaer Fleet, including airport transfers, Makkah–Madinah intercity routes, Hajj & Umrah pilgrim convoys, VIP chauffeur services, corporate travel accounts, and group transportation arrangements.

To book and use Mashaer Fleet services, you must meet all of the following criteria:

• Be at least 18 years of age, or have explicit parental or guardian consent if under 18.
• Provide accurate, complete, and current personal information at the time of booking.
• Hold a valid means of payment accepted by our platform.
• Comply with all applicable laws of the Kingdom of Saudi Arabia, including entry, residency, and Hajj or Umrah permit requirements.
• Not be prohibited from receiving our services under any applicable law or regulation.

For corporate accounts, the authorised signatory representing the organisation warrants that they have full legal authority to enter into this agreement on behalf of the entity.

Mashaer Fleet provides a technology-enabled platform that connects passengers with professional, licensed chauffeurs operating premium vehicles throughout Saudi Arabia. Our core service categories include:

• Airport Transfers — door-to-door pick-up and drop-off at King Abdulaziz International Airport (Jeddah), Prince Mohammad bin Abdulaziz Airport (Madinah), King Khalid International Airport (Riyadh), and all major Saudi airports.
• Makkah–Madinah Intercity Routes — scheduled and on-demand transfers along the holy corridor, available 24 hours a day, every day of the year.
• Hajj & Umrah Pilgrim Services — dedicated group and private convoys with Hajj-season surge capacity and Umrah year-round scheduling.
• VIP & Luxury Chauffeur — executive sedans, premium SUVs, and luxury minivans with meet-and-greet concierge at airports.
• Corporate Travel — managed accounts for businesses requiring recurring transportation with invoicing and reporting.
• Group & Event Transportation — coordinated multi-vehicle arrangements for conferences, seminars, and large pilgrim groups.

Mashaer Fleet operates as a transportation platform. We do not own or operate every vehicle in our network independently — some journeys may be fulfilled by vetted partner providers who meet our strict licensing, safety, and service standards. In all cases, Mashaer Fleet retains responsibility for your booking experience.

While we strive to maintain continuous availability, service may be subject to temporary interruptions due to Hajj and Umrah permit restrictions, government-mandated road closures, adverse weather, or force majeure events. We will communicate known disruptions via our platform and contact details on file.

All reservations with Mashaer Fleet are subject to vehicle availability and must be completed through our official website or application. Third-party booking portals are not authorised and Mashaer Fleet cannot guarantee service quality or fare accuracy for bookings made outside our platform.

When making a booking, you agree to:

• Provide a valid Saudi or international mobile number and email address for booking confirmations and driver coordination.
• Specify the exact pick-up address, destination, date, and time at the point of reservation.
• Select the appropriate vehicle class for the number of passengers and luggage you are travelling with.
• Ensure that all passengers are ready at the confirmed pick-up location at least 5 minutes before the scheduled departure time.
• Notify us of any special requirements (wheelchair-accessible vehicle, child seats, extra luggage) at the time of booking.

A booking is confirmed only upon receipt of a written confirmation reference sent to your registered email or phone number. Mashaer Fleet reserves the right to decline or cancel a booking if the submitted information is inaccurate, incomplete, or if no suitable vehicle is available for the requested route and time.

For Hajj and peak Umrah seasons, we strongly recommend booking a minimum of 72 hours in advance. Demand surges significantly during these periods and last-minute availability cannot be guaranteed.

Mashaer Fleet operates on a fixed-fare model. The total price displayed at the time of booking is the price you pay — there are no hidden surge charges, dynamic pricing algorithms, or undisclosed add-ons applied after confirmation.

All fares include:

• VAT (Value Added Tax) at the current rate applicable in the Kingdom of Saudi Arabia.
• Fuel, tolls, and standard route charges for your selected journey.
• Professional driver service and vehicle sanitisation between trips.
• Up to 15 minutes of complimentary waiting time at airport arrivals (after the actual landing time).

Additional charges may apply in the following circumstances:

• Waiting time beyond the complimentary 15-minute window — charged at a per-minute rate disclosed in the app.
• Significant route deviations requested by the passenger after journey commencement.
• Vehicle cleaning fees in cases of exceptional mess or damage caused by the passenger.
• Parking fees incurred at the passenger's request in excess of standard drop-off zones.

Accepted payment methods include credit/debit cards, Mada, Apple Pay, bank transfer (for corporate accounts), and cash (for select routes only, as indicated at checkout). All online transactions are processed through PCI-DSS-compliant payment gateways.

We understand that travel plans change. Our cancellation policy is designed to be fair to both passengers and our driver partners:

Eligible refunds will be returned to the original payment method within 5–10 business days, depending on your bank or card issuer. Corporate account credits are applied within 2 business days.

To cancel or modify a booking, log in to your Mashaer Fleet account and use the Manage Booking feature, or contact our support team directly using the details in Section 16. Verbal cancellation instructions given to a driver are not accepted as a formal cancellation.

During Hajj season and major public holidays in Saudi Arabia, cancellations are subject to a stricter 48-hour no-charge window. This restriction is communicated clearly at the time of booking for affected dates.

To ensure a safe, comfortable journey for all parties, passengers agree to the following obligations at all times while using Mashaer Fleet services:

• Wear the seatbelt provided at all times during the journey — this is both a legal requirement under Saudi traffic law and a personal safety obligation.
• Treat the driver, vehicle interior, and all Mashaer Fleet personnel with courtesy and respect.
• Refrain from consuming food, drinks, or any substance that may soil, damage, or leave odour in the vehicle without the driver's prior consent.
• Not request the driver to violate traffic laws, speed limits, or road safety regulations under any circumstances.
• Supervise children and minors in your care throughout the journey, including proper use of child seats where provided.
• Not engage in any unlawful, threatening, abusive, or discriminatory behaviour toward the driver or fellow passengers.
• Not smoke, vape, or use any tobacco or related product inside the vehicle.
• Declare any oversized, hazardous, or restricted items prior to travel — such items may be declined at the driver's discretion.

Mashaer Fleet reserves the right to terminate a journey immediately without refund and report conduct to the relevant authorities in the event of a serious breach of the above responsibilities.

Every driver operating under the Mashaer Fleet banner must satisfy the following minimum standards before being authorised to carry passengers:

• Hold a valid, current Saudi driving licence appropriate to the vehicle category being operated.
• Pass a comprehensive background check and driving record assessment conducted by Mashaer Fleet.
• Complete Mashaer Fleet's mandatory service orientation covering hospitality standards, route knowledge, and emergency protocols.
• Maintain the vehicle in a clean, roadworthy, and fully insured condition at all times.
• Observe professional dress standards — Mashaer Fleet uniform or smart-casual attire as required.
• Carry and present a valid Mashaer Fleet driver identity card upon passenger request.

All fleet vehicles undergo periodic safety and cleanliness inspections. If you have concerns about the condition of a vehicle or the conduct of a driver during or after your journey, please report them immediately via our in-app feedback system or through the contact channels in Section 16. We investigate every report and take appropriate action.

While Mashaer Fleet strives to deliver a flawless experience on every journey, the following limitations apply:

• We are not liable for delays caused by traffic congestion, road closures, adverse weather conditions, accidents involving third parties, or government-mandated restrictions — including Hajj season road access controls.
• We are not responsible for loss, theft, or damage to personal belongings, luggage, or valuables left in a vehicle before, during, or after your journey. Passengers are advised to check the vehicle upon exit.
• We do not guarantee a specific driver, vehicle model, or vehicle registration plate unless an explicit premium upgrade has been purchased.
• Our total financial liability for any single claim arising from a booking is limited to the full fare paid for that specific journey.
• We exclude all liability for indirect, incidental, consequential, or special damages arising from use of our platform or services, to the fullest extent permitted by Saudi law.

In the event of a vehicle breakdown or significant delay attributable to Mashaer Fleet, we will arrange an alternative vehicle at no additional cost and provide a fair remedy — which may include a partial or full refund at our discretion. Please contact our 24/7 support line immediately in such situations.

All content on the Mashaer Fleet website and application — including but not limited to the brand name, logo, colour scheme, typography, photography, written copy, route data, pricing structures, and software — is the exclusive intellectual property of Mashaer Fleet or its licensors, and is protected under applicable intellectual property laws.

You may not reproduce, copy, republish, distribute, modify, transmit, or commercially exploit any part of our platform or content without our prior written consent. Unauthorised use may result in legal action and claims for damages.

Your privacy matters to us. The personal data you provide when registering and booking — including your name, contact details, travel itinerary, and payment information — is collected and processed solely to:

• Confirm and fulfil your booking.
• Contact you regarding your journey, including driver details and real-time updates.
• Process payments and issue receipts or invoices.
• Improve our services through aggregated, anonymised analytics.
• Comply with legal obligations under Saudi Arabian law.

We do not sell your personal data to third parties. Data shared with driver partners and payment processors is limited strictly to what is necessary for service delivery. For full details on how we handle, store, and protect your information, please refer to our Privacy Policy.

These Terms & Conditions are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia, including applicable Royal Decrees, Ministry of Transport regulations, and the Saudi E-Commerce Law.

Any dispute arising from or in connection with these Terms that cannot be resolved amicably shall be submitted to the exclusive jurisdiction of the competent courts located in Makkah Al-Mukarramah, Saudi Arabia. We encourage passengers to first contact our customer support team to seek an informal resolution before initiating formal proceedings.

Mashaer Fleet reserves the right to revise these Terms at any time to reflect changes in our services, applicable law, or operational practices. When we make material changes, we will:

• Update the "Last updated" date at the top of this page.
• Send a notification to the email address registered on your account (for significant changes).
• Display a prominent notice on our platform for a minimum of 14 days following the update.

Your continued use of the Mashaer Fleet platform after any revision constitutes your acceptance of the updated Terms. If you do not agree with the amended Terms, you must discontinue use of our services and, if applicable, request account deletion by contacting us at the details below.

To protect every passenger and maintain consistent service standards, the following policy applies to all contact between passengers and Mashaer Fleet drivers.

A Mashaer Fleet booking is only valid — and only protected — when it has been confirmed through an official channel: our website, our official WhatsApp number, or our email address. Any arrangement made outside these channels is not a Mashaer Fleet booking.

When a driver's contact details are shared with a passenger for journey coordination purposes, those details must not be used to arrange future or private bookings. If a passenger chooses to contact a driver directly to arrange onward travel — or enters into any private agreement with a driver outside our platform — Mashaer Fleet bears no responsibility whatsoever for:

• Any journey, fare, or service agreed directly with the driver.
• Disputes, delays, cancellations, or no-shows arising from the arrangement.
• Payments made directly to a driver outside our payment system.
• Safety, conduct, or vehicle standards on any non-Mashaer Fleet trip.
• Any financial loss, personal injury, or property damage connected to an unofficial booking.

Only bookings made through our official channels receive:

• A written booking confirmation with a reference number.
• Our fixed-price guarantee — no fare changes after confirmation.
• 24/7 customer support and booking management.
• Full accountability under these Terms & Conditions.

If a driver solicits a private booking from you, or if you are approached by someone claiming to represent Mashaer Fleet outside our official channels, please report it to us immediately using the contact details in Section 16 below. We take such conduct seriously and will investigate every report.

If you have any questions, concerns, or feedback regarding these Terms & Conditions, our services, or a specific booking, our team is available around the clock:

Our customer support team operates 24 hours a day, 7 days a week, including Hajj and Umrah seasons. We aim to respond to all written enquiries within 24 hours.