General Terms and Conditions

QarGo Digital Solutions and Car Brokerage Platform

Welcome to QarGo. These General Terms and Conditions (“Terms”) govern your use of the QarGo website, applications and services of every kind and form a binding contract between you and QarGo Digital Solutions and Car Brokerage (“QarGo,” the “Company,” “we,” “us” or “our”). Please read them carefully before using any Service. Creating an Account, confirming a Booking, unlocking a Vehicle, requesting a Driver or otherwise using a Service constitutes your full and unconditional acceptance of these Terms and all their provisions and appendices.

This document has been prepared according to legal-drafting principles used by major international mobility and digital-service platforms and adapted to the Qatar Civil Code, Consumer Protection Law No. 8 of 2008 and legislation regulating the transportation sector in the State of Qatar.

Part One: Preliminary Provisions

Article 1: Definitions

“Company” or “QarGo” means QarGo Digital Solutions and Car Brokerage, licensed under the laws of the State of Qatar.

“Platform” means the website, mobile application and any other digital interface through which QarGo provides its services.

“User” or “you” means any natural or legal person who creates an account on the Platform or uses any of its services.

“Service” or “Services” means self-drive services, car-with-driver services, booking and payment services, and any other service provided through the Platform by QarGo or one of its Partners.

“Booking” means the process by which the User requests a Platform service, the legal effects of which arise when the booking is confirmed.

“Partner” means any independent natural or legal person that provides vehicles or transportation services through the Platform without an employment or agency relationship with the Company.

“Vehicle” means any car or means of transportation listed on the Platform, whether owned by the Company or by a Partner.

“Account” means the digital record created by the User to access the Services and linked to the User’s identity details and payment method.

“Rental Period” means the period beginning when a self-drive booking is activated and ending when the Platform officially confirms its completion.

“Tariff” means the schedule of prices and charges published on the Platform and updated from time to time.

“Force Majeure” means any sudden external event that could not reasonably be foreseen or prevented and that makes performance of an obligation impossible.

“Terms” means this document in its entirety and all appendices, including any policy or guideline expressly incorporated by reference.

Article 2: Acceptance and Scope

1. These Terms, together with the Privacy Policy, Acceptable Use Policy and any other appendix referred to in them, constitute the complete and binding agreement between QarGo and the User concerning use of the Platform and Services.
2. Creating an Account, confirming a Booking or actually using a Service in any manner constitutes the User’s express and unconditional acceptance of all provisions of these Terms.
3. A User who does not agree with any provision must immediately refrain from using the Platform and all Services.
4. These Terms apply to all Users regardless of whether the Platform is accessed through the mobile application, website or any other software interface.

Article 3: Changes to the Terms

The Company may amend these Terms at any time to reflect legal, operational or technical developments. The User will be notified of material amendments through the registered email address or an in-app notification at least seven days before they take effect, unless the law or an urgent circumstance requires otherwise. Continued use after the effective date constitutes implied acceptance. A User who does not accept an amendment must close the Account and cease using the Services.

Article 4: Legal Eligibility

1. The User must have full legal capacity to contract under Qatar law.
2. A self-drive User must, in particular, be at least twenty-one years old, hold a valid driving licence recognized in the State of Qatar, meet the relevant insurer’s eligibility requirements and successfully complete identity verification.
3. The Company may impose additional age, driving-experience or traffic-record requirements for certain vehicle categories or protection products.
4. The User represents that all registration information is true and accurate and bears sole legal and financial responsibility for any misrepresentation or concealment of material information.

Part Two: Account and Verification

Article 5: Registration and Account Creation

1. At registration, the User must provide true, accurate and complete information and update it whenever a material change occurs.
2. The Account is personal and may not be assigned, transferred or shared with any third party for any reason. The Company is not liable for damage resulting from breach of this obligation.
3. A User may not create more than one Account to circumvent a restriction imposed by QarGo or improperly benefit from a promotion.
4. The Company may reject registration or suspend or cancel an Account in its reasonable discretion, subject to the termination provisions in Article 33.

Article 6: Account Security and User Responsibility

The User is solely responsible for maintaining the confidentiality of Account credentials and verification methods, including passwords, verification codes and linked devices, and for all activity conducted through the Account, whether or not known to the User, unless the activity resulted from the Company’s gross negligence or fault. The User must immediately notify the Company through official support channels upon suspecting compromise or unauthorized use. The Company is not liable for a transaction completed before it receives that notification.

Article 7: Identity and Driving-Licence Verification

1. QarGo may verify identity documents, driving licences, residency status, payment details, personal photographs and other information necessary for safety, fraud prevention, insurance or legal compliance.
2. The Company may immediately suspend access to a Service if a required document expires, cannot be verified, or appears forged or altered, without liability arising from that suspension.
3. The User acknowledges QarGo’s right to retain copies of these documents for the necessary period specified in the Privacy Policy.

Part Three: Nature of the Service

Article 8: QarGo’s Role and the Contractual Relationship

1. QarGo provides a digital Platform connecting Users with Vehicles and Drivers, whether a Vehicle is owned directly by the Company or by an independent Partner.
2. Where a Partner provides the Service, QarGo’s role is limited to facilitating the contract through the Platform and primary contractual responsibility for performance rests with the Partner, without prejudice to any obligation QarGo owes the User under these Terms.
3. These Terms do not create an employment, agency, partnership or joint-venture relationship between QarGo and the User, or between QarGo and a Partner or Driver.

Article 9: Services Provided

Article 10: Service Availability and Limitations

QarGo does not guarantee uninterrupted Services, the availability of Vehicles or Drivers at every time or place, the accuracy of arrival estimates, or uninterrupted network or positioning coverage. Temporary interruptions may occur because of maintenance, telecommunications failures, weather, security incidents or other circumstances outside the Company’s reasonable control, without giving rise to liability on its part.

Part Four: Self-Drive Service

Article 11: Beginning and Ending a Booking

A self-drive Booking begins when the Vehicle is electronically unlocked or the Booking is activated through the Platform. It ends only when all prescribed return steps have been completed and the Platform officially confirms completion. Charges accrue throughout that entire period regardless of whether the Vehicle is actually moving, unless delay in completing the Booking is proven to have resulted from a technical fault in the Platform itself.

Article 12: User Obligations During Use

1. Inspect the Vehicle before use and document any visible defect or damage with clear photographs uploaded through the Platform; otherwise, the Vehicle will be presumed to have been received free of any visible defect.
2. Drive the Vehicle with the care expected of an ordinarily prudent person and comply with the traffic laws in force in the State of Qatar.
3. Do not allow any person who has not been authorized to drive the Vehicle.
4. Protect the Vehicle from misuse and immediately report any mechanical fault that arises during use.
5. Return the Vehicle within the Booking period, in the agreed condition and within the agreed geographic area.

Article 13: Prohibited Vehicle Uses

The following uses are prohibited, without limitation:

• racing, testing or driving off paved roads;
• towing another vehicle or carrying passengers for payment without a licence;
• any activity that violates law, public order or public morals;
• carrying hazardous or legally prohibited materials;
• driving outside the authorized geographic area without QarGo’s prior written approval;
• allowing an unauthorized person to drive;
• driving under the influence of alcohol, narcotics, or any substance or medicine that impairs driving ability, which constitutes a material breach and extinguishes entitlement to insurance coverage;
• tampering with positioning, telematics, camera, immobilization or other technical Vehicle systems; and
• smoking or using electronic smoking devices inside the Vehicle.

Article 14: Parking and Vehicle Return

The User must park the Vehicle only in spaces permitted by law and by the Platform. Parking in private, restricted, underground or unauthorized spaces, or outside the specified geographic area, is prohibited. The User bears all violation, towing, recovery, repositioning and administrative costs resulting from breach of this obligation.

Article 15: Fuel, Charging and Cleanliness

The Vehicle must be returned with the required fuel or charge level and in a reasonably clean condition. QarGo may charge for missing fuel or charge, excessive dirt, evidence of smoking, odors, stains, waste, pet-related cleaning or specialized cleaning in accordance with the Tariff published on the Platform.

Part Five: Car-With-Driver Service

Article 16: Booking and Performance

Car-with-driver Bookings may be immediate or scheduled, as selected by the User. Estimated arrival and journey-completion times are guidance only and do not constitute fixed contractual deadlines, as they are affected by traffic and operating conditions.

Article 17: Conduct and Safety Standards

The User must act politely and respectfully toward the Driver, follow safety instructions and refrain from conduct that violates law or public order. The User is liable for waiting, late-cancellation, traffic, parking, cleaning and damage charges where entitlement to those charges is established in accordance with the prices published on the Platform.

Part Six: Financial Provisions

Article 18: Prices and Charges

Prices are displayed on the Platform before confirmation and are binding on both parties unless the scope, route or duration of the Service changes. QarGo may apply dynamic pricing that varies according to demand, supply, time and location, provided the final price is displayed to the User before confirmation.

Article 19: Payment and Collection Authorization

The User irrevocably authorizes QarGo to collect from the registered payment method all sums due under these Terms, including fares, rental charges, waiting, fuel or charging costs, traffic charges, penalties, damage, cleaning, late-return charges and any other amounts duly disclosed.

Article 20: Temporary Payment Holds

The Company may place a temporary authorization hold on a payment method to secure potential obligations before or during a Booking. The hold will be released, or the amount due collected from it, upon completion of the Booking or final determination of a violation or damage.

Article 21: Cancellation and Refunds

1. Free-cancellation windows and late-cancellation charges are determined separately for each Service and displayed before confirmation.
2. Refunds due are returned to the original payment method within the period determined by the relevant financial institutions. QarGo is not responsible for delay caused by their procedures.
3. Before initiating a payment dispute with a payment provider, the User must contact support to allow QarGo to verify the matter and attempt an amicable resolution.

Article 22: Wallet Credit and Promotions

Promotional credit and wallet credit may not be transferred to another person or exchanged for cash and are subject to the conditions of use and validity disclosed when granted. The Company may cancel promotional credit resulting from a technical error or unlawful exploitation of an offer.

Part Seven: Legal Liability and Insurance

Article 23: Traffic Violations and Government Charges

The User is solely responsible for all traffic violations, fees, fines and government impoundment costs connected with the Vehicle during the Booking period. QarGo is authorized to disclose User information to competent authorities upon request and to collect the violation amount together with an administration charge set by the Company for follow-up procedures.

Article 24: Insurance and Allocation of Damage Responsibility

1. Insurance coverage and any additional protection product are subject to the exclusions, excess limits and conditions in the effective insurance policy, which the User acknowledges having reviewed.
2. Insurance coverage is forfeited and all damage becomes the User’s sole responsibility where the Vehicle was driven by an unauthorized person or under the influence of alcohol or narcotics, used unlawfully or in a manner prohibited by Article 13, where no official accident report was obtained, or where false or misleading information about the incident was supplied.
3. The User remains responsible for any excess or deductible under the insurance policy unless an additional protection product covering that amount was purchased.

Article 25: Accidents and Emergencies

If an accident or breakdown occurs, the User must first contact the competent authorities immediately, then notify QarGo without delay, remain at the scene where required by law, obtain an official report and refrain from admitting liability without authorization from QarGo or the insurer. Failure to comply may affect insurance coverage and the User’s financial liability.

Article 26: Limitation of Liability

1. To the fullest extent permitted by law, QarGo is not liable for indirect, incidental, consequential or punitive loss, including lost profits, lost opportunities, missed appointments or missed journeys.
2. This Article does not affect any liability that cannot lawfully be excluded or limited, particularly liability arising from fraud, gross negligence, wilful misconduct or bodily injury.
3. In all cases, QarGo’s aggregate liability to the User for any event or series of related events will not exceed the sums actually collected by QarGo from the User for the Booking giving rise to the claim during the three months preceding the event.

Article 27: Indemnity

The User must indemnify QarGo, its Partners, directors and employees against any damage, claim, fine or cost, including reasonable legal fees, arising from breach of these Terms, unlawful use of the Platform or Vehicle, infringement of third-party rights, or conduct during a Booking, except to the extent proven to have resulted from QarGo’s own established fault.

Article 28: Force Majeure

QarGo is not liable for delay or failure to perform an obligation under these Terms resulting from a Force Majeure event beyond its reasonable control, including natural disasters, epidemics, security or political disturbances, emergency government decisions or regulations, telecommunications-infrastructure failures, or a third-party service provider ceasing operations.

Part Eight: Technology and Intellectual Property

Article 29: Vehicle Technology and Operational Data

Vehicles may contain positioning, telematics, diagnostics, camera and remote-control systems. QarGo may use those systems for safety, fleet management, theft prevention, billing, incident investigation and enforcement of Booking provisions, as described in the Privacy Policy. Remote immobilization will not be intentionally activated while a Vehicle is moving except in extreme circumstances required for public safety.

Article 30: Intellectual Property and Usage Rights

1. All rights in the trade mark, logo, software, designs, databases and content displayed on the Platform are owned by or exclusively licensed to QarGo.
2. QarGo grants the User a limited, non-exclusive and non-transferable licence to use the Platform only for its intended personal or business purpose. No ownership right is transferred.
3. Without QarGo’s prior written approval, the User may not copy Platform content, extract its data, reverse engineer it, resell it or use it to train any automated system.

Article 31: Personal-Data Protection

QarGo processes User personal data in accordance with the approved Privacy Policy and Qatar Law No. 13 of 2016 on Personal Data Privacy Protection. The Privacy Policy forms an integral and complementary part of these Terms.

Part Nine: Conduct and Termination

Article 32: Community and Conduct Standards

Users, Drivers and Partners must treat one another with dignity and respect. Harassment, threats, discrimination, violence, fraud, abusive language and property damage are prohibited. The Company may investigate reports and restrict access or terminate Accounts to protect community safety, without prior notice in urgent cases.

Article 33: Suspension and Termination

1. The Company may immediately suspend or terminate a User’s Platform access without prior notice in urgent cases where these Terms are breached, amounts remain unpaid, a required document expires, fraud is suspected, complaints recur, or safety or legal-compliance requirements so demand.
2. The User may close the Account at any time through Platform settings or by written request to support. Closure does not release the User from a financial obligation due at the time of closure.

Article 34: Effects of Termination

Termination does not extinguish any financial obligation due from the User at termination. Provisions concerning liability, indemnity, limitation of liability, governing law and dispute resolution survive termination in relation to any event that arose before termination.

Part Ten: Final Provisions

Article 35: Disclaimer of Warranties

The Platform and Services are provided “as is” and “as available,” without any express or implied warranty, including implied warranties of fitness for a particular purpose or merchantability, to the fullest extent permitted by the laws in force in Qatar.

Article 36: Governing Law

The validity, interpretation and performance of these Terms are governed by the laws of the State of Qatar, without regard to conflict-of-laws principles that could lead to application of another country’s law.

Article 37: Dispute Resolution and Arbitration

1. The parties must attempt to resolve amicably, through the Company’s official support channels and within a reasonable period, any dispute arising from or connected with these Terms.
2. If an amicable resolution is not reached, the competent courts of Qatar have jurisdiction, unless the parties agree in writing after the dispute has arisen to refer it to arbitration under Qatar Arbitration Law No. 2 of 2017. The seat of arbitration will be Doha and the language Arabic unless the parties agree otherwise in writing.

Article 38: Notices

Notices from QarGo to the User are sent to the registered email address or through an in-app notification and are deemed received on the date sent. User notices to QarGo must be sent through the official contact channels stated in Article 40.

Article 39: General Provisions

1. Severability: If a provision is held invalid or unenforceable, the remaining provisions remain effective and the invalid provision will be replaced by one that achieves the same purpose as closely as possible.
2. No waiver: QarGo’s delay in asserting a right is not a waiver and does not prevent later enforcement.
3. Assignment: The User may not assign rights or obligations under these Terms without QarGo’s prior written approval. The Company may assign them to an affiliate or legal successor without the User’s approval.
4. Entire agreement: These Terms, the Privacy Policy and incorporated appendices constitute the entire agreement and replace all previous written or oral agreements and understandings.
5. Controlling language: If the Arabic text conflicts with a translation, the Arabic text prevails.
6. Headings: Part and Article headings are for organization only and do not affect interpretation.

Article 40: Contact

All official notices and correspondence concerning these Terms must be sent to info@qargo.qa or through the official support channels approved on the Platform.