Terms of Service

Effective date: 2 November 2026

These Terms of Service (“Terms”) are a legally binding agreement between you and SaferOnline (“SaferOnline”, “we”, “us”, or “our”) governing your access to and use of our websites, rider (customer) app, captain (driver) app, vendor portals, APIs, and related services in Pakistan (together, the “Services”).

By creating an account, verifying your phone number, tapping “I agree”, downloading our apps, or otherwise using the Services, you accept these Terms and our Privacy Policy. If you do not agree, do not use the Services.

1. Who we are and what we provide

SaferOnline is a technology platform that connects customers with independent captain partners and independent vendors. Through the Services you may:

Book bike rides and car/cab trips
Send parcels and arrange commercial freight / transport
Order from Food & Dhabas, Pharmacy, and Grocery Mart vendors
Use in-app wallet, promo codes, reward points, and referrals
Use safety tools such as live tracking, trip sharing, OTP handover, and SOS

SaferOnline is not a taxi operator, courier company, restaurant, pharmacy, grocery retailer, or insurer. Captains provide transport and delivery as independent partners. Vendors sell their own goods and prepared food. Except where we expressly say otherwise, we do not own, prepare, store, or inspect vendor products, and we do not employ captains as employees merely because they use the captain app.

2. Eligibility

You must be able to form a binding contract under applicable law (generally 18 years or older) to use the Services. By using the Services you confirm that:

The information you provide is accurate and current
You will keep your account credentials and OTP codes confidential
You will use the Services only in Pakistan and only for lawful purposes
If you use the Services on behalf of a business, you have authority to bind that business

We may refuse, suspend, or limit accounts that appear underage, fraudulent, abusive, or otherwise ineligible.

3. Accounts

You may need a verified mobile number (OTP login), and optionally an email, name, photo, and other profile details. You are responsible for all activity on your account. Notify us immediately if you suspect unauthorised use.

You must not:

Share your account, password, or OTP codes with anyone (including captains, vendors, or people claiming to be support)
Create multiple accounts to abuse promos, referrals, or cancellation rules
Impersonate another person or provide false identity or vehicle documents
Use another person’s payment method without authorisation

We may require additional verification (for example CNIC, vehicle papers, or store documents) before activating captain or vendor accounts.

4. Nature of bookings

When you place a booking, you enter a transaction facilitated by SaferOnline:

Rides and deliveries: a service arrangement between you and the assigned captain, on the fare, bid, or estimate shown in the app
Marketplace orders: a purchase from the vendor, on the prices, availability, and fulfilment terms shown at checkout

Fares, ETAs, and delivery times are estimates. Traffic, weather, vendor prep time, road conditions, and partner availability can change the actual time or amount. Where bidding or counter-offers apply, the amount you accept in the app is the amount you agree to pay, plus any taxes, tolls, waiting charges, or fees disclosed before confirmation.

5. Customer responsibilities (riders and shoppers)

When using the Services as a customer, you agree to:

Provide accurate pickup, drop-off, delivery, and contact details
Be ready at the pickup or delivery point at the scheduled time
Match the captain’s name, photo, vehicle, and plate with the app before boarding or handing over a parcel
Treat captains, vendors, and other users with respect
Not ask captains to break traffic laws, carry prohibited items, or go off-platform
Not consume illegal substances, weapons, or hazardous materials in a vehicle
Supervise children and belongings; SaferOnline is not a childcare or luggage-storage service
Pay the amount due through approved methods (cash where offered, wallet, or other in-app methods)

If you cause damage to a vehicle, parcel, or vendor property, you may be charged for reasonable repair, cleaning, or loss, and your account may be suspended.

6. Rides (Safer Bike and Safer Car & Cab)

Ride bookings are dispatched to nearby captains. You should wait at the pin you set. Changing the destination, adding stops, or taking a materially different route may change the fare.

For your safety:

Do not ride if the vehicle or captain does not match the app
Share live trip progress with trusted contacts where the feature is available
Keep the in-app SOS control accessible during the trip
Never share your trip OTP with anyone other than the assigned captain when the app asks for it

Helmets, seatbelts, and road-safety laws apply to you and the captain. Captains must follow our Safety Guidelines and applicable motor-vehicle laws.

7. Parcels and commercial freight

You must describe packages and cargo honestly, pack them securely, and be authorised to send them. The receiver may need to confirm handover with an OTP or signature shown in the app.

You must not send, among other things:

Illegal drugs, stolen goods, or counterfeit items
Weapons, explosives, or ammunition
Hazardous chemicals, flammable liquids, or biohazards
Cash, bullion, or uninsured high-value jewellery beyond any limit we publish
Live animals (unless a specific service expressly allows it)
Anything whose transport is restricted by Pakistani law or the destination city

SaferOnline and captains may refuse, inspect (where lawful), or abandon a shipment that appears unsafe, illegal, misdeclared, or unpaid. You are responsible for duties, permits, and claims arising from the contents of your shipment. Unless we expressly sell cargo insurance for a booking, shipments travel at the sender’s risk, subject to any limited protection we may offer in the app for that order.

8. Marketplace orders (Food & Dhabas, Pharmacy, Grocery Mart)

Vendors list their own menus, medicines, and products. Prices, photos, stock, and prep times are provided by the vendor. We may display platform recommendations, but we do not guarantee that any item is authentic, in date, allergen-free, or fit for a particular medical purpose.

Pharmacy: SaferOnline is not a pharmacy and does not prescribe medicines. Prescription-only and regulated items may be sold only by eligible vendors in line with applicable law. You must provide a valid prescription when required. We may cancel orders that appear non-compliant.

Food: Vendors are responsible for hygiene, ingredients, and labelling. Tell the vendor about allergies in the order notes; we cannot guarantee allergen control in third-party kitchens.

Delivery: A captain or the vendor may deliver your order. Check the order on arrival and report missing or wrong items promptly through the app.

9. Returns, refunds, and fare adjustments

Return and refund rules depend on the service:

Rides, parcels, and freight: Completed trips are generally not returnable. Fare disputes, overcharges, or quality issues can be raised in-app. We may adjust the fare or credit your wallet after review.
Marketplace orders: You may request a return where the app allows it (for example damaged, wrong, or missing items), subject to vendor and category rules. Perishable food, opened hygiene products, and medicines may be non-returnable except for quality or safety faults.
Pending shop orders: You may cancel while the order is still pending, as shown in the app. After the vendor accepts or the order is out for delivery, cancellation may be limited or refused.

Approved refunds are typically credited to your SaferOnline wallet. Bank or card refunds, where offered, follow the timelines of the payment provider. We may refuse refunds that appear abusive, delayed, or inconsistent with evidence (photos, GPS, captain/vendor reports).

10. Cancellations

Free cancellation may be available for a short grace period after a trip is dispatched, as shown in the app at the time of booking. After that, a cancellation fee may apply if the captain is already assigned or en route.

You may not be able to cancel once a ride or parcel is in transit; contact support instead. If a captain cancels, we will try to reassign another captain or cancel without charging you a rider cancellation fee.

Repeated late cancellations, no-shows, or fake bookings may lead to fees, promo removal, or account suspension. Captains who cancel without a valid reason may face penalties under their partner terms.

11. Payments, wallet, and promotions

Amounts are shown in Pakistani Rupees (PKR) unless stated otherwise. You authorise us to collect fares, order totals, tips (if offered), cancellation fees, tolls, waiting charges, and other disclosed amounts.

Wallet: Your in-app wallet is a prepaid balance for use on SaferOnline. It is not a bank account, deposit, or e-money licence product unless we separately tell you so. Wallet credit is generally non-transferable, has no cash value outside the platform except where we approve a withdrawal or refund, and may expire if the account is closed for abuse or inactivity as permitted by law.

Wallet top-ups may be made through supported methods (for example card processors or bank transfer / QR). Bank-transfer proofs are reviewed by operations staff. We may delay, reverse, or refuse credits that look fraudulent or mismatched.

Promos, points, and referrals: Offers are optional, limited, and may be changed or withdrawn. We may withhold or reverse rewards obtained through self-referrals, fake accounts, or other abuse. Referral rewards usually require a qualifying first ride, parcel, or shop order as described in the app.

You must complete bookings through the app. Asking a captain or vendor to pay or receive money off-platform to avoid fees is a breach of these Terms.

12. Captains (driver partners)

If you use the captain app, you also agree to any partner guidelines, commission schedule, and document checks we provide. In summary, captains:

Are independent partners, not SaferOnline employees (unless hired under a separate written contract)
Must hold valid driving licence, vehicle registration, fitness, and any city/route permits required for the service they offer
Must keep vehicle, documents, and profile information accurate and current
Must wear a helmet (bike) or seatbelt (car) and follow traffic and safety laws
Must not request off-platform cash, share rider personal data, or harass customers
Must not discriminate on the basis of religion, ethnicity, gender, disability, or similar protected grounds
Earn fares minus SaferOnline commission, taxes, and any adjustments shown in their ledger

We may deactivate a captain for safety incidents, fake GPS, document fraud, poor ratings, criminal allegations, or breach of these Terms. Background or document checks do not make SaferOnline a guarantor of a captain’s conduct.

13. Vendors

If you sell through Food & Dhabas, Pharmacy, Grocery Mart, or similar modules, you are responsible for:

Licences, tax registration, and (for pharmacies) qualified supervision required by law
Accurate prices, photos, allergens, expiry dates, and stock
Food safety, cold chain, and lawful sale of medicines
Packing, order acceptance, and timely handover to captains or customers
Handling return requests in good faith according to platform rules

Commission, payout cycles, and store visibility are set in your vendor agreement and admin settings. We may hide, suspend, or remove listings that are illegal, misleading, unsafe, or repeatedly late.

14. Acceptable use

You must not, and must not help others to:

Break Pakistani law, including cybercrime, anti-narcotics, traffic, and consumer-protection laws
Harass, threaten, stalk, or sexually exploit any user
Upload malware, scrape the Services without permission, or attack our systems
Manipulate GPS, fares, ratings, wallets, or promo mechanics
Use the Services for money laundering or unauthorised commercial resale of accounts
Post defamatory, obscene, or infringing content
Reverse engineer the apps except as allowed by mandatory law

We may remove content, withhold payouts, charge documented losses, and report conduct to authorities.

15. Ratings, content, and communications

After a trip or order you may leave ratings and comments. Feedback must be honest and not abusive. We may hide or delete ratings that appear fake or defamatory, but we do not undertake to moderate every comment.

You grant SaferOnline a non-exclusive licence to use content you submit (reviews, photos, support attachments, profile photo) to operate, improve, and promote the Services. You keep ownership of your content.

We may send transactional SMS, OTP, WhatsApp, email, and push notifications about bookings, wallet, and security. Marketing messages, where used, can be opted out where the law requires.

16. Safety and emergencies

Safety features (live tracking, emergency contacts, SOS, OTP handover, captain identification) are tools to reduce risk. They do not make SaferOnline an emergency service. In danger, contact local police or rescue services immediately, then use in-app SOS / support if you can.

We may share limited trip or account information with emergency contacts you added, with captains assigned to your booking, and with law enforcement when required by law or to protect someone’s safety. See our Privacy Policy and Safety Guidelines.

17. Intellectual property

The SaferOnline name, logos, apps, website design, and software are owned by us or our licensors. You receive a limited, revocable, non-transferable licence to use the apps for their intended purpose. You may not copy, sell, or build a competing service from our materials.

18. Third-party services

Maps, SMS, payments (for example card processors or banks), hosting, and similar providers are third parties. Their terms also apply. We are not responsible for outages or errors of those providers beyond what applicable law requires.

19. Disclaimers

The Services are provided on an “as is” and “as available” basis. To the fullest extent permitted by Pakistani law, we do not warrant that:

A captain or vendor will accept every request
ETAs, routes, or stock displays will be error-free
A trip or delivery will be uninterrupted or injury-free
Vendor food, medicines, or goods will meet a particular quality or medical need

Nothing in these Terms excludes liability that cannot be excluded by law, including liability for fraud or for death or personal injury caused by our own proven negligence where such a rule applies.

20. Limitation of liability

To the maximum extent permitted by law:

SaferOnline is not liable for captains’ or vendors’ acts or omissions, including accidents, delays, food illness, or incorrect medicines, except where a court finds we failed a duty we actually owe
We are not liable for indirect, incidental, special, or consequential loss, lost profits, or lost data
Our total liability to you for claims arising out of the Services in any twelve-month period is limited to the greater of (a) the amount you paid to SaferOnline in fees (excluding amounts passed through to captains or vendors) in that period, or (b) PKR 10,000

Some consumer-protection rights cannot be waived. If you are a consumer, those rights remain.

21. Indemnity

You agree to indemnify and hold harmless SaferOnline, its directors, employees, and affiliates from claims, losses, and reasonable legal costs arising from your breach of these Terms, your shipments or orders, your misuse of the Services, or your violation of law or third-party rights.

22. Suspension and termination

You may stop using the Services and request account deletion subject to our Privacy Policy. We may suspend or close accounts, withhold promo credit, or refuse bookings if we reasonably believe you have breached these Terms, created a safety risk, or engaged in fraud.

Outstanding fares, cancellation fees, and legitimate vendor/captain claims survive termination. We may retain records as required for tax, dispute, and legal purposes.

23. Changes to the Services and these Terms

We may add or remove cities, features, fares, commissions, and product categories. We may update these Terms from time to time. The effective date on this page will change when we do. Material changes may also be notified in the app or by SMS/email. Continued use after the update means you accept the revised Terms. If you do not agree, stop using the Services and request account closure.

24. Governing law and disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. Courts at Islamabad shall have exclusive jurisdiction, without prejudice to any mandatory consumer-protection forum that has jurisdiction over your claim.

Please contact support first so we can try to resolve the issue. You do not waive any right to seek legal remedies after a good-faith support process.

25. General

If a provision is held invalid, the rest of these Terms still apply.
Our failure to enforce a right is not a waiver.
You may not assign your account without our consent. We may assign these Terms in connection with a reorganisation or sale of the business.
These Terms, together with the Privacy Policy, Safety Guidelines, in-app policies, and any captain or vendor agreement, are the entire agreement between you and SaferOnline for the Services.
The English version of these Terms controls if there is a conflict with a translation.

26. Contact us

Questions about these Terms:

Email: support@saferonline.pk
Phone: +92 51 111 723 371 (24/7 helpline)
Address: Blue Area, Jinnah Avenue, Islamabad, Pakistan

Related documents: our Privacy Policy and Safety Guidelines.