Help Center

Our Help Center is here to support you! Whether you have questions about your account, need help with a service, or want to troubleshoot an issue, you’ll find clear answers and helpful resources right here and get the best possible experience using our App.

Topics

Getting Started

Download the App

Our App is easy to download and available on both iOS and Android devices. Here’s how you can get started:

For iOS Devices (App Store):

  • Open the App Store on your iOS device.
  • Type “SAFER Carpooling Service” into the search bar to find our App.
  • Tap “Get” to install the “SAFER Carpooling Service” App on your device.

For Android Devices (Google Play Store):

  • Access the Google Play Store on your Android device.
  • Enter “SAFER Carpooling Service” in the search field to locate our App.
  • Tap “Install” to add the SAFER App to your device. 

Please Note:

  • The App is available exclusively in Egypt, supporting our vision of enhancing intercity travel within the country.
  • Ensure your device meets the minimum software requirements: iOS 14 or later for Apple devices and Android 6.0 (Marshmallow) or newer for Android devices.
  • For the safety and comfort of all our users, SAFER enforces age restrictions. Only Adults above 18 can download and use the App.

To create your account on the SAFER Carpooling Service App, simply follow these steps:

Launch the App on your device.

Tap “Create Account“

Verify Phone Number:

  • Enter your phone number.
  • Enter the verification code sent via SMS.

Set Up Login Details:

  • Provide your email address.
  • Create and confirm your password.

Complete Your Profile:

  • Enter your first and last name, governorate, date of birth, and gender.
  • Indicate if you have any type of disability.

Check the box to agree to the Terms and Conditions and Privacy Policy.

Tap “Create Account” to complete the process.

You’re now ready to use the App.

To log in to your SAFER Carpooling Service account, follow these straightforward steps:

Start by launching the “SAFER Carpooling Service” App (short name: SAFER) on your device.

Not logged in automatically? Tap “Already a user? Login” on the Welcome screen.

On the Login page enter your Credentials:

  • Type in your registered Email or Phone Number.
  • Enter your password carefully in the provided field.

Tap “Login” to access your account.

You are now logged in and ready to explore the services offered by SAFER!

If you’ve forgotten your password, resetting it is simple:

  1. On the login page of the app, tap “Forgot Password?”
  2. Enter the email address associated with your account
  3. Check your email for a password reset link
  4. Tap the link to open a secure webpage
  5. Enter and confirm your new password

You’ll regain access to your SAFER account right away!

To sign out of your SAFER Carpooling Service account, follow these easy steps:

  • Tap on “Profile” on the main navigation menu of the App.
  • Select the “Account Settings” option within your profile page.
  • Tap on the “Log Out” option. 

You are now securely logged out of your account.

If you’re experiencing issues logging into your SAFER Carpooling Service account, try these troubleshooting steps to help resolve the issue:

  • Double-check that you’re entering the correct Email and password. Remember that passwords are case-sensitive.
  • Multiple unsuccessful login attempts may temporarily lock you out of your account as a security measure. If this happens, wait a few minutes before trying again.
  • Try to reset your password as outlined in our Forgot Your Password ? section. There, you’ll find a detailed guide on how to securely reset your password and regain access to your account.
  • It may be due to a possible suspension or deactivation of your account, often resulting from a breach of the Terms and Conditions or unusual activity. Please contact Customer Support to inquire about your account status.
  • Verify that you have a stable internet connection. If you’re using mobile data, consider switching to Wi-Fi, or vice versa, to see if that improves connectivity.
  • Make sure you’re using the latest version of the SAFER App. Check the App Store or Google Play Store for any available updates and install them.
  • SAFER operates exclusively in Egypt. Ensure you are located within a supported region where SAFER Carpooling Service is available.
  • Using a VPN can interfere with App functionalities. Try disabling your VPN and attempt to sign in again using your regular network connection.
  • Network restrictions or firewall settings imposed by workplaces or schools might block access to the App’s services. If possible, try using a different network or device to access the App.
  • Server downtime or technical issues, as well as occasional bugs or glitches within the App, can prevent access. If this happens, wait a few minutes before trying again.

Follow these steps to address common login issues and regain access to your SAFER Carpooling Service account. If the problem persists, please contact our Customer Support for further assistance. We are here to help!

If you’re encountering difficulties during the sign up process, try these troubleshooting steps to help resolve the problem:

  • If you receive a message indicating that there is already an account associated with your email or phone number, this means you might have previously created an account. Try logging in instead of signing up, and if you don’t remember your password, use the Forgot Your Password ? option to reset it.
  • Make sure you meet the age criteria specified in our Terms and Conditions during sign-up. If your entered date of birth does not comply with our age requirements, you will not be able to create an account.
  • Verify that you have a stable internet connection. If you’re using mobile data, consider switching to Wi-Fi, or vice versa, to see if that improves connectivity.
  • Make sure you’re using the latest version of the SAFER App. Check the App Store or Google Play Store for any available updates and install them.
  • SAFER operates exclusively in Egypt. Ensure you are located within a supported region where SAFER Carpooling Service is available.
  • Using a VPN can interfere with App functions. Try disabling your VPN and attempt to sign up again using your regular network connection.
  • Network restrictions or firewall settings imposed by workplaces or schools might block access to the App’s services. If possible, try using a different network or device to access the App.
  • Server downtime or technical issues, as well as occasional bugs or glitches within the App, can prevent access. If this happens, wait a few minutes before trying again.

Follow these steps to address common sign up issues and regain access to your SAFER Carpooling Service account. If the problem persists, please contact our Customer Support for further assistance. We are here to help!

If you do not receive the SMS or email needed for verification during sign-up or password reset, consider these troubleshooting steps:

  • Start by checking your spam or junk email folder. Sometimes, automated emails from new services can be mistakenly filtered there.
  • Double-check the email address or phone number you entered to ensure it is correct. Even a minor typo can prevent you from receiving the necessary messages.
  • Sometimes, there can be a delay in the transmission of SMS or email messages due to network congestion. Give it a few minutes and then check again.
  • If you are expecting an SMS, ensure that your mobile network is not experiencing issues. Poor signal or network outages can delay or block SMS delivery.
  • If expecting an email, check if any filters or rules are set up in your email account that might be redirecting the emails to another folder or blocking them altogether.

If you’ve tried all the above steps and still haven’t received the SMS or email, contact customer support for further assistance. They can verify whether there’s an issue on their end and help resolve it.

Account Settings

Update Profile information

To update your SAFER account profile information, simply follow these steps:

  • Tap the “Profile” option located in the bottom menu to open your profile page.
  • Once on your Profile page, tap on “Account Settings” and then select “Account Information.”
  • To change your “First Name,” “Last Name,” or “Date of Birth,” please reach out to our customer support team. These sensitive details require additional verification for changes.
  • You can update your “Email,” “Governorate,” or “Phone Number” by tapping the arrow next to each field. Note that you will be prompted to enter your password to authenticate these changes.
  • Ensure all modifications are correct, and then confirm the updates to finalize changes to your profile.

The App is available in both English and Arabic, allowing Users to choose their preferred language for a more personalized experience. 

Here’s how you can set your SAFER language preferences:

  • Open SAFER on your device.
  • Tap on the “Profile” icon located in the bottom menu.
  • In the Profile section, select the “Account Settings” option.
  • Tap on the “Language” option to view the available languages.
  • Choose either “English” or “Arabic” from the list.
  • After selecting your preferred language, tap “Save” to apply the changes.

To change your SAFER account password, follow these simple steps:

  • Launch the App on your device.
  • Tap on the “Profile” icon located in the bottom menu to access your personal profile.
  • Within your profile page, select the “Account” section.
  • Look for and tap on the “Change Password” option.
  • Enter your current password in the field provided.
  • Type in your new password, and then confirm it by entering it again in the designated field.

Once you have entered all the details, tap on “Save Password” to update your account with the new password.

To delete your account:

  • Go to your Profile page
  • Tap “Account Settings”
  • Select “Account Information”
  • Tap “Delete Account”
  • Follow the on-screen instructions to complete the process

Alternatively, you can contact customer support at info@safer-platforms.com to request account deletion.

Verification

How to get Verified

To become a SAFER verified user, follow these straightforward steps:

  • Launch the App on your device.
  • Tap on the “Profile” section in the menu bar.
  • Locate and tap on “Verify Account” within your profile page.
  • Provide the required documents and information accurately.
  • Once all fields are completed, tap “Submit Verification” to send your details for approval.

SAFER will review the submitted documents within 24 hours. Upon successful verification, Users will be notified by email and will receive a verified badge on their profile.

In the event of an unsuccessful verification, you will receive an email detailing the reasons for rejection. You may be required to resubmit any documents that were incorrect or unclear. If the issue persists after you have attempted to resubmit the necessary documents, please contact our customer service for further assistance.

By default, you’ll be logged in as a Passenger on SAFER. This allows you to search for trips. To switch from being a Passenger to posting trips as a Car Owner, follow these steps:

  • Tap on the “Profile” icon located in the bottom menu.
  • Tap on “Become a Car Owner” within your profile page.
  • After submitting all the required documents, allow some time for the SAFER team to review your information. This process typically takes up to 24 hours.
  • You will receive a notification once your documents have been verified and your Car Owner Profile has been approved.

Once verified, you can post your first trip. 

Please note that Car Owners must be at least 21 years of age with at least two years of driving experience to be eligible to post Trips on the App.

To become a SAFER verified User, whether as a Car Owner or a Passenger, you will need to provide specific documentation to ensure safety and trust within the community. 

Here are the details for each type of verification:

For Car Owners

To verify your account as a SAFER Car Owner, you need to submit the following documents:

  1. Take a live selfie through the App to confirm your identity matches the provided documents.
  1. Take an in-app picture of your National ID, ensuring all details are clear and visible.
  1. Take an in-app picture of your valid driver’s license to verify your driving eligibility.
  1. Vehicle’s License:
    • Take an in-app picture of the Vehicle’s registration document(s) for the Vehicle(s) you intend to use.
    • If the vehicle(s) is/are not registered in your name, Take an in-app picture of the Car Owner’s National ID for verification.

For Passengers

To verify your account as a Passenger on SAFER, you will need to:

  1. Take a live selfie through the App to confirm your identity matches the provided documents.
  1. Take an in-app picture of your National ID, ensuring all details are clear and visible.

If your verification request on the App is rejected, it can be due to several reasons. Understanding these reasons can help you rectify any issues and successfully complete the verification process. Here are common reasons why a verification request might be rejected:

Incomplete Documentation

  • The submitted documents may be incomplete or missing required information.

Unclear or Blurry Photos

  • Photos of your ID, driver’s license, or other documents may be unclear, blurry, or not fully visible.

Expired Documents:

  • Submitted documents may be expired or no longer valid.

Incorrect Information:

  • The information provided on the documents does not match the information entered during the verification process.

Insufficient Proof of Vehicle Ownership:

  • For Car Owners, the documents proving vehicle ownership may be insufficient or not clearly showing ownership details.

Non-compliance with SAFER’s Policies:

  • The provided documents or information may not comply with SAFER’s policies and guidelines.

Mismatch Between ID Picture and Live Selfie:

  • The ID picture does not clearly correspond to the person taking the live selfie, possibly due to an old or outdated photo, making it difficult to verify the individual’s identity.

Non-compliance of Vehicle with SAFER Requirements:

  • The vehicle does not comply with SAFER’s requirements and standards.

Trips

How to Post a Trip

To post a trip on SAFER, you must have a Car Owner’s profile. If you already have one, follow these steps:

  • Tap on the “Post” option in the menu bar.

  • Specify the following details:

    • Enter the starting location and your destination.
    • Determine the date and time for the trip.
    • Select the Car you intend to use.
    • Indicate the number of travelers accompanying you (your companions).
    • Specify the number of seats available for Passengers.

  • Set your trip pricing:

    • Adjust the fuel cost compensation percentage to determine how much Passengers contribute toward fuel costs.

  • Choose your trip options and preferences:

    • Select your preferences such as:
      • Whether pets are allowed
      • Music preferences (allowed/not allowed)
      • Smoking preferences (allowed/not allowed)
      • Conversation preferences (chatty/quiet)
      • Luggage allowance
      • Any other specific requirements or conditions for your trip
    • These preferences help Passengers understand the conditions of the trip beforehand.

  • Add any additional information:

    • You can include special notes or instructions for Passengers.
    • Mention any important details about pickup points, drop-off locations, or specific routes.
    • Add any restrictions or requirements that Passengers should be aware of.

Once you have filled in all the necessary details, tap on “Post Trip” to make your trip available to other Users.

To search for a trip on the App, follow these steps:

  • Launch the App on your device.
  • Tap “Search” in the menu bar.
  •  Enter your trip details:
    • Destination
    • Travel date
    • Number of travelers

Tap on the “Search” button to find available trips that match your criteria.

To choose your trip preferences on the App, follow these steps:

  • Tap on the “Search” option in the menu bar.
  • Click on “Advanced Search” to access additional trip preference options.

Specify Your Preferences:

  • Number of Travelers: Tap the icon to select how many people will be traveling
  • Luggage Amount: Choose from four visual categories:
    • Large luggage
    • Medium luggage
    • Small luggage
    • Special items (sports equipment, musical instruments, etc.)
  • Trip Options: Select your preferences using the pill-shaped buttons:
    • Pets: Choose from: No Pets, Cats Only, Dogs Only, Small Pets Only, or All Pets Welcome
    • Music: Specify if you prefer music during the trip
    • Smoking: Indicate smoking preferences
    • Conversation: Set your preference for chatting during the ride
  • Date and Time: Select your preferred departure date and time
  • Additional Notes: Add any extra information about your trip needs

After setting your preferences, tap on the “Search” button to find trips that match your criteria.

When planning your trip with SAFER, you can easily specify the amount of luggage you will be bringing along. This ensures that the Car Owner is aware of your needs and can accommodate your luggage appropriately.

Here’s how to add luggage when booking a trip:

  • Go to the “Search” page through the menu bar.
  • Enter your starting point and destination, along with the date of the trip and the number of Passengers.
  • Tap on the “Advanced Search” option to access additional trip preferences.
  • In the “Advanced Search” menu, locate the “Luggage” section.
  • Select the number and type of luggage items you will be bringing. The options include:
  • Large Bag/Suitcase
  • Medium Bag/Suitcase
  • Small Bag/Suitcase
  • Other Special Baggage (you will be prompted to specify)
  • Tap on the luggage icons to indicate the quantity of each type you will have.
  • Once you have specified your luggage details, ensure all other trip preferences are set.

Tap the “Search” button to find trips that match your criteria.

SAFER allows you to specify if you’re traveling with a pet, helping you find trips that accommodate your furry companion. You can add pet information in three places:

1. When Joining a Trip (Trip Details Page)

After finding a trip and opening its details:

  1. Scroll to the “Add pet” section
  2. Tap the “Add pet” button
  3. Select from five options:
    • No pets: You have no pets with you
    • Cat: You’re traveling with a cat
    • Small dog: You have a small dog
    • Large dog: You have a large dog
    • Other: You have a different type of pet (bird, rabbit, etc.)
  4. Your selection will be displayed as a pill-shaped button
  5. To change or remove your pet selection, tap the displayed pet button and choose a different option, or tap the X icon to remove it

2. In Advanced Search

When searching for trips that accommodate pets:

  1. From the search page, tap the advanced search icon
  2. Scroll to the “Pets” section
  3. Choose your pet preference using the pill-shaped buttons:
    • No pets
    • Cat
    • Small dog
    • Large dog
    • Other
  4. Tap “Save Parameters” to apply your search filters
  5. Search results will prioritize trips that match your pet preference

3. In Your Profile Preferences

Set your default pet preferences to automatically apply to all future trips:

  1. Go to Edit Profile
  2. Tap “Edit Preferences”
  3. Toggle to Passenger Preferences (person icon)
  4. Under “Travel Preferences”, find the “Pets” section
  5. Select your preference:
    • No Pets: You never travel with pets
    • Pets: You sometimes travel with pets
  6. Tap “Done” to save

Passengers may view and request trips scheduled within the next three months.

Trip requests can be submitted up to 4 hours before the scheduled departure time. This enables both passengers and car owners to plan their travel in advance while maintaining flexibility for last-minute arrangements.

Once you have searched for and found a list of available trips, it’s important to check the trip details to ensure that they meet your requirements.

Follow these steps to view detailed information about a trip:

  • From the list of available trips, tap on the trip that interests you to open the trip details page.
  • Verify the starting location and destination of the trip.
  • Check the date and time of departure to ensure it fits your schedule.
  • Look at the number of available seats to confirm there is enough space for you and your companions.
  • View the Car Owner’s profile, including their name, profile picture, and any previous trips they have hosted.
  • Check the car model, make, and year to know what type of vehicle you will be traveling in.
  • Review the estimated trip cost and any available discounts.
  • Look at the route details, including the distance and estimated travel time.
  • See who else is booked on the trip and check their profiles if available.
  • Verify the luggage allowance and whether pets are allowed on the trip.

Once you have reviewed the trip details and decided that it suits your needs, follow these steps to request to join the trip:

  • From the list of available trips, tap on the trip that interests you to open the trip details page.

  • Make sure you have thoroughly checked all the trip details including departure and destination, date and time, Car Owner information, trip cost, and any additional details.

  • Specify the number of seats you need for yourself and any companions.

  • Indicate the size and number of luggage items you will be bringing, if applicable.

  • Use the provided text box to write any specific messages or requests you have for the Car Owner (e.g., pick-up points, special needs, etc.).

  • Indicate if you will be traveling with a pet by selecting the appropriate option.

  • Ensure your preferred payment method is available and set up for the transaction.

Once you have filled in all the necessary information and are ready to proceed, tap on the “Request to Join Trip” button.

After you have requested to join a trip on the App, it’s important to know how to check if your trip is confirmed. Here’s how you can do that:

  • Once the Car Owner accepts your request, you will receive a confirmation notification through the App. This notification will appear in your App notifications and may also be sent via email.
  • Select the “Trips” tab in the bottom menu to access your trips information.
  • After your trip is confirmed, you’ll find it listed in “Upcoming Trips” in the passenger section.
  • Tap on the confirmed trip to review detailed information, including departure time, location, Car Owner’s details, and any specific instructions or messages from the Car Owner.
  • Use the in-app messaging feature to communicate with the Car Owner if you have any questions or need further clarification.
  • If your trip is still awaiting approval, it will be indicated with “Waiting for Car Owner’s Approval” status. 

If the trip is canceled by the Car Owner, it will be marked as “Trip Canceled by Car Owner.”

If your request to join a trip on the App is declined by the Car Owner. Here’s what happens and what you can do:

  • You will receive a notification through the App informing you that your trip request has been declined. This notification will appear in your App notifications and via email.
  • Select the “Trips” tab to access your trip information in the bottom menu.
  • Trips that have been declined will be marked as such, indicating that your request was not accepted.
  • Return to the search tab and look for another trip that suits your needs.
  • Adjust your search criteria if necessary to find more available trips.
  • Ensure that your profile is complete and up-to-date, including any preferences or special requests.
  • To avoid last-minute issues, try to request trips well in advance. This gives you more time to find alternative options if your initial request is declined.

As a car owner, you can review and respond to passenger join requests for your trips:

  • Visit the “Trips” page from the bottom menu of the app
  • Tap on “Car Owner” at the top of the page
  • Choose the trip you wish to manage
  • Scroll down to the bottom of the Trip Details page to find pending requests with options to Accept or Decline

Understanding Trip Indicators

When viewing your trips as a car owner, look for these indicators to identify trips with pending requests:

  • Person-add icon (blue, top corner): You have pending passenger requests waiting for your response. This indicator appears when passengers have submitted requests within the last 24 hours and the trip is still open for requests (more than 4 hours before departure)

  • People icon with number (bottom corner): Shows the number of confirmed passengers on your trip. The icon appears blue when you have passengers, and grey when no passengers are confirmed yet

Car owners must respond to passenger join requests by either accepting or declining them. The deadline for responding depends on when the request was made relative to the trip start time:

General Rule: Car owners have up to 24 hours from when a request is received to respond, but all responses must be submitted at least 2 hours before the trip’s scheduled start time, whichever deadline comes first. Examples:

  • Request made 3 days before the trip: Car owner has the full 24 hours to respond
  • Request made 10 hours before the trip: Car owner must respond within 8 hours (to maintain the required 2-hour buffer before trip start)
  • Request made less than 2 hours before the trip: Request cannot be accepted (insufficient time to respond)

What happens when deadlines pass: If the car owner does not respond before the deadline, the request will expire and be automatically canceled. If the passenger still wishes to join the trip, they may submit a new request if the trip is still more than 4 hours away from its start time. Payment Requirement: Once a car owner accepts a passenger’s request, the passenger must complete payment at least 1 hour before the trip’s start time to secure their spot. Failure to complete payment by this deadline may result in the passenger being removed from the trip.

Only the car owner can start a trip. Passengers cannot initiate the trip start process. Additionally, at least one passenger must be confirmed on the trip before it can be started.

As a car owner, you can start your trip within a designated time window. Understanding this window and how it operates is essential for a smooth trip experience.

The Trip Start Window

Every trip has a 4-hour window during which it can be started:

  • Window Opens: 1 hour before the planned trip start time
  • Window Closes: 3 hours after the planned trip start time
  • Total Duration: 4 hours

Example: If your trip is planned for 2:00 PM:

  • Window opens at 1:00 PM
  • Window closes at 5:00 PM
  • You can start the trip anytime between 1:00 PM and 5:00 PM

    How the Today’s Trip Widget Works

    The Today’s Trip widget appears on your Trips page and displays different states based on the current time:

    1. “Today’s Trip” (Before Window Opens)

      • Appears when your trip is scheduled for today but the start window hasn’t opened yet
      • You cannot start the trip during this time
      • Tap the widget to see exactly when the window will open

    2. “Ready to Start” (Window Open, Not Started)

      • Appears when the start window has opened and the trip hasn’t been started yet
      • You can now tap the trip to begin the journey
      • The window will remain open for the full duration (up to 3 hours after planned time)

    3. “Ongoing Trip” (Trip Started)

      • Appears when you’ve successfully started the trip
      • Shows trip progress and active passenger information

    Important: Automatic Cancellation for Trips Without Passengers

    If you are a car owner and the start window opens without any confirmed passengers, your trip will be automatically moved to “Previous Trips” and cannot be started. This ensures that trips only proceed when there are actual passengers to transport.

    Passenger Requirements:

    • Passengers must complete payment at least 1 hour before the trip start time (when the window opens)
    • Only passengers who have paid are counted as “confirmed passengers“
    • If passengers fail to pay by the deadline, they are removed from the trip

    What Happens When the Window Closes

    If the trip hasn’t been started by the time the window closes (3 hours after planned start time), the trip expires and can no longer be started. The trip will be marked as cancelled and moved to “Previous Trips.” 

    Steps to Start a Trip:

    1. Wait for the start window to open (1 hour before planned time)
    2. Ensure you have at least one confirmed passenger (if you’re a car owner)
    3. Open the app and tap on the “Today’s Trip” widget or navigate to the trip from “Trips” → “Car Owner”
    4. Tap the “Start Trip” button on the trip details page
    5. Confirm passenger arrivals as they join
    6. Begin your journey

    Tips:

    • Enable notifications to receive alerts when your start window opens
    • Check passenger payment status before the window opens
    • Start the trip promptly to avoid confusion with passengers
    • If you need to cancel, do so before the window opens to avoid penalties

 

Every participant in a trip (car owner and all passengers) must end the trip individually from their own device once they have reached the agreed destination. The trip can only be ended after the car owner has started it.

Steps to End a Trip:

  1. Arrive at the agreed destination
  2. Navigate to the ongoing trip from the “Trips” page or Today’s Trip widget
  3. Scroll to the “End Trip” button at the bottom
  4. Tap “End Trip” – the app will verify your location
  5. Confirm completion

Location Verification:

When you end the trip, the app checks your distance from the destination:

  • Within 2km: Trip ends normally with no flags
  • More than 2km away: You’ll see a warning showing your distance. You can still end the trip, but it will be flagged for admin review
  • Location unavailable: You can still complete the trip, but it may be flagged for review

Important Notes:

  • Press “End Trip” only after reaching the agreed destination
  • Each person must end the trip from their own device independently
  • Location verification does not prevent you from ending the trip – it only flags trips for review when needed
  • After ending, you’ll be prompted to rate your experience
  • For car owners, earnings are processed once all participants have ended the trip

Why Location Verification?

The location verification and flagging system is implemented for the safety and assurance of all our users. By verifying that trips are completed at the agreed destinations, we help ensure accountability, prevent potential misuse, and maintain the trust and security that make our carpooling community reliable for everyone.

Policies

Terms and Conditions

The Terms and Conditions are a crucial part of SAFER, outlining the rules and guidelines that all Users must follow. 

Purpose of the Terms and Conditions

  • They outline the responsibilities of both SAFER and its Users, ensuring that everyone understands their obligations.
  • They provide legal protection for both SAFER and its Users by clearly defining the terms of service.

Where to Find the Terms and Conditions in the App

  1. Open the app and navigate to the “Profile” tab from the bottom navigation menu
  2. Scroll down to find and tap “Legal” (الشؤون القانونية in Arabic)
  3. On the Legal page, tap “Terms and Conditions”
  4. The Terms and Conditions will open in the app’s built-in browser

Importance of Reading the Terms and Conditions

  • Understanding the rules helps you use the platform effectively and avoid any actions that could result in account suspension or termination.
  • By being familiar with the T&C, you can avoid common misunderstandings regarding cancellations, payments, and other critical aspects of using the App.

The Privacy Policy outlines how we collect, use, and protect the personal information of our Users.

Purpose of the Privacy Policy

  • It explains what types of personal information SAFER collects from Users.
  • It details how SAFER uses the collected information to improve the service and ensure user safety.

Where to Find the Privacy Policy in the App

  1. Open the app and navigate to the “Profile” tab from the bottom navigation menu
  2. Scroll down to find and tap “Legal”
  3. On the Legal page, tap “Privacy Policy”
  4. The Privacy Policy will open in the app’s built-in browser

Importance of Reading the Privacy Policy

  • Knowing how your data is collected and used helps you make informed decisions about using the platform.
  • Being aware of the privacy measures in place can help you feel secure about your personal information.

In all cases, Passengers will have a 2-hour window known as the “Grace Period” from the Time of Payment (not from the time of confirmation by the Car Owner) to cancel and receive a full refund of the Trip price, if already charged, excluding a cancellation fee.

Important: The “Time of Payment” is defined as:

  • If using “Auto-deduct from wallet”: the moment when the Car Owner accepts the Passenger’s request and the Passenger is officially added to the Trip
  • If using any other payment method: the moment the Passenger manually completes the payment through the App

If the Passenger decides to cancel a booking following a Trip modification by the Car Owner, they will receive a full refund if canceled within 12 hours (not 24 hours) after the modification has occurred.

Beyond the 2-hour Grace Period, the following rules apply:

If a Passenger cancels the booking:

  • More than 24 hours before the planned start time of the Trip, they will receive a full refund, excluding a Cancellation Fee. The Car Owner will not receive any compensation from that Passenger for this Trip.

  • Less than 24 hours before the planned start time of the Trip, they will receive a 50% refund from the original Trip price, excluding the service fee, the payment processing fee (if the User paid with a bank card), and any applicable taxes. The Car Owner will receive 50% of the previously expected compensation subtotal (before any fees and bonuses) from that Passenger for this Trip.

If a Passenger decides to remove a Traveler, the modification policy applies (it does not fall under the cancellation policy).

If a Passenger attempts to bypass the App by coordinating directly with a Car Owner outside of the App, no refund will be issued in the event of a cancellation, regardless of the circumstances.

If a Car Owner cancels a Trip at any time, all Passengers will receive a full refund, and the Car Owner will be responsible for a Cancellation Fee, unless SAFER decides, at its sole discretion, to waive or cover it.

A cancellation is considered a Short Notice Cancellation if it occurs less than 24 hours before the Trip’s original scheduled start time at the time the trip was published.

If a Car Owner cancels a Trip that has already been booked by at least one Passenger, it may affect their record and could be visible on their public profile.

Consequences for Repeated Short Notice Cancellations:

Repeated Short Notice Cancellations may lead to temporary suspension of the Car Owner’s ability to publish new Trips:

  • First Violation: Publishing may be suspended for a few days up to 1 month
  • Second Violation: Suspension period may extend up to 3 months
  • Third Violation: May result in permanent revocation of the ability to publish Trips

These limits apply if:

  • The Car Owner has 10 or fewer completed Trips and exceeds 2 Short Notice Cancellations, or
  • The Car Owner has more than 10 completed Trips, and Short Notice Cancellations exceed 20% of total completed Trips

SAFER reserves the right to evaluate each case and apply suspensions based on frequency, impact on Passengers, and other relevant factors, at SAFER’s sole discretion.

Any lateness is counted from the Trip’s start time or one of the two parties’ arrival time, whichever is later.

  • If the Passenger is 10 or more minutes late, a late fee may be added to the Trip’s total. Starting 15 minutes of lateness, if the Passenger does not show up, the Car Owner has the option to choose one of the following:
  • To abandon the Trip (refer to the No-Show policy)
  • To wait for the Passenger and potentially get an additional “bonus” fee to compensate for the time waited.
  • If the Car Owner is 10 or more minutes late, a late fee may be deducted from the Car Owner’s compensation. Starting 15 minutes of lateness, if the Car Owner does not show up, the Passenger has the option to choose one of the following:
  • To abandon the Trip (refer to the No-Show policy)
  • To wait for the Car Owner and potentially get an additional “bonus” discount to compensate for the time the Passenger waited.

A No-Show occurs when either the Passenger or Car Owner fails to arrive at the agreed pickup location within 15 minutes of the Trip’s scheduled start time without prior notice or communication, and does not respond via the App’s messaging feature.

Time Counting: Any lateness is counted from the Trip’s start time or one of the two parties’ arrival time, whichever is later.

Abandoning the Trip: If a party (Car Owner or Passenger) does not show up to the Trip after 15 minutes, the other party has the option to consider it as a “No-Show” and abandon the Trip.

Consequences:

If the Passenger is marked as a No-Show:

  • No refund will be issued for the Trip unless SAFER elects, at its sole discretion, to issue a partial or full refund
  • The Car Owner will receive their full expected compensation from that Passenger for the Trip
  • The No-Show may be recorded on the Passenger’s profile and could affect their standing on the App

If the Car Owner is marked as a No-Show:

  • The Passenger will receive a full refund
  • The Trip will count towards the Car Owner’s “No-Show” Trips
  • The No-Show may be recorded on the Car Owner’s profile

Consequences for Repeated No-Shows (Car Owners):

Repeated No-Shows may lead to temporary suspension of the Car Owner’s ability to publish new Trips:

  • First Violation: Publishing may be suspended for a few days up to 1 month
  • Second Violation: Suspension period may extend up to 3 months
  • Third Violation: May result in permanent revocation of the ability to publish Trips

These limits apply if:

  • The Car Owner has 10 or fewer completed Trips and exceeds 1 No-Show, or
  • The Car Owner has more than 10 completed Trips, and No-Shows exceed 10% of total completed Trips

SAFER reserves the right to evaluate each case and apply suspensions based on frequency, impact on Passengers, and other relevant factors, at SAFER’s sole discretion.

Passengers seeking to make any modifications to the trip (such as adding Travelers, suitcases/bags, or accompanying pets) must obtain explicit approval from the Car Owner through the App’s functionalities or through the App’s messaging feature if the App’s functionalities do not allow the desired modifications.

If the Car Owner declines the requested modification, the Passenger may choose to cancel the Trip and search for an alternative. In such cases, SAFER’s Cancellation Policy will apply.

If a Passenger brings additional individuals, pets, luggage, or any other items to the Trip without having explicitly communicated this through the App’s messaging feature and without having received clear approval from the Car Owner, the Car Owner has the right to refuse the Passenger from joining the Trip. In such cases, the Passenger will not be entitled to a refund, and SAFER reserves the right to take further action, including temporary or permanent suspension from the App.

Payment method modifications are currently not allowed unless the App’s functionalities explicitly allow them.

Trip prices are subject to change after any modifications.

Modifying Trips Without Confirmed Passengers:

Car Owners may modify a Trip that has not yet been booked by any Passengers, provided the modifications are allowed by the App’s functionalities. However, any such changes may result in the automatic cancellation of all pending join requests submitted by Passengers for that Trip.

Modification Deadline:

Car Owners are prohibited from making any modifications to a Trip within 3 hours of its scheduled start time.

Removing a Passenger from a Trip:

If a Car Owner removes a Passenger from a Trip, the following conditions will apply:

  • The Car Owner will be responsible for covering a Cancellation Fee, unless SAFER elects, at its sole discretion, to waive or cover the fee.
  • If the removal occurs within 24 hours of the Trip’s scheduled start time, it will be recorded as a “short notice modification” on the Car Owner’s profile and may affect their standing on the App.

Modifying Trips With Confirmed Passengers:

If a Car Owner wishes to make any other modification to a Trip that already has confirmed Passengers (such as changes to the scheduled time, vehicle, number of available seats, accompanying travelers, starting point, or destination) such modifications may only be made if permitted by the App. In these cases:

All confirmed Passengers will be notified of the modifications and given the option to either:

  • Cancel their booking and receive a full refund, provided the cancellation is made within 12 hours of the Car Owner’s most recent modification; or
  • Accept the modifications by remaining on the Trip without further action.

In all scenarios, it remains the Passenger’s sole responsibility to cancel the Trip if they no longer wish to participate. If a Passenger does not cancel, is not removed, and fails to appear at the scheduled start time, the Trip will be treated as a No-Show, and SAFER’s No-Show Policy will apply.

Cancellation Fee Responsibility:

If a Passenger cancels a Trip within 12 hours of a Car Owner-initiated modification, the Car Owner will be responsible for covering the Passenger’s Cancellation Fee, unless SAFER elects, at its sole discretion, to waive or cover the fee.

Compensation Requirements:

To ensure a Trip is considered successfully completed and for the Car Owner to receive full compensation, all modifications must be made through the App’s official functionalities or must be explicitly agreed upon with the Passenger(s) through the in-App messaging feature. Any changes made or agreed to through external channels will not be recognized by SAFER and may affect the Car Owner’s eligibility for compensation.

Consequences for Repeated Short Notice Modifications:

Car Owners who frequently make last-minute changes to their Trips may temporarily lose the ability to publish new Trips. This may happen if:

  • The Car Owner has 10 or fewer completed Trips and has made more than 2 short notice modifications, or
  • The Car Owner has more than 10 completed Trips, and over 20% of those Trips include short notice modifications.

If either condition is met, SAFER may temporarily revoke the Car Owner’s ability to publish new Trips for a period ranging from a few days to up to 1 month, depending on the severity and frequency of the behavior.

After the temporary suspension ends, the Car Owner may resume publishing Trips. However, if the limits are exceeded again, the publishing ability may be revoked for a longer period, up to 3 months.

If the same behavior continues after reinstatement, SAFER may permanently revoke the Car Owner’s ability to publish Trips on the platform.

Passenger Refund After Modification:

If the Passenger decides to cancel a booking following a Trip modification by the Car Owner, they will receive a full refund if canceled within 24 hours after the modification has occurred.

Payment

Understanding the Pricing

The pricing on the App is designed to be transparent and fair, taking into account various factors to determine the cost of a trip. Below is an explanation of the pricing structure to help you understand how trip costs are calculated.

Total Fee Payable by the Passenger (Total Amount Due)

The Total Amount Due includes several components:

1. Total Trip Price:

Determined by various factors, including:

  • The trip’s distance
  • The type of gasoline used by the car according to SAFER’s data
  • Current fuel prices in Egypt
  • Any surcharges or additional fees applied by SAFER

2. Service Fee:

A percentage fee charged to the passenger for using the platform to cover the maintenance and operational expenses of SAFER.

3. Payment Processing Fee (if applicable):

When paying with a debit/credit card or external payment methods (not the in-app digital wallet), an additional payment processing fee may be charged to cover transaction costs from our payment provider.

4. Governmental Taxes:

Value Added Tax (VAT) will be applied to the service fees and any surcharges charged by SAFER, in accordance with Egyptian tax regulations.

Additional Fees That May Apply

  • Car Owner Convenience Fee: May be applied when a Passenger requests a trip for more than one individual other than themselves.

  • Late Fee: In accordance with SAFER’s Lateness Policy, if a Passenger is 10 or more minutes late, a late fee may be added to the trip’s total.

  • Cancellation Fee: In accordance with SAFER’s Cancellation Policy, applicable cancellation fees may apply depending on when the trip is canceled.

Price Variations

Pricing may vary based on:

  • The number of individuals accompanying the Passenger in the trip
  • Peak demand times or special routes determined by SAFER

Discounts and Promotions

Passengers may benefit from discounts for their trips, which can be in the form of Promotions or “Promo Codes”. These discounts may be subject to specific terms and conditions. SAFER may introduce promotional campaigns or partnerships that allow Passengers to benefit from reduced trip prices.

Trip Receipts

Trip receipts will be sent to you by email and are accessible through the App. Please note that trip receipts may only be available for three months from the date of a trip’s completion. Requests for receipts beyond this period may not be accommodated.

For More Information

If you have any questions or need further clarification regarding pricing, please visit the Pricing section of the Terms & Conditions or contact our customer support team.

SAFER Car Owners will receive compensation for each trip they complete. The compensation structure is designed to be fair and transparent, taking into account various factors. Below is an explanation of how compensation is determined and processed for Car Owners.

How Compensation is Calculated

Your compensation is determined by various factors, including:

  • The trip’s distance
  • The type of gasoline used by the car according to SAFER’s data
  • Current fuel prices in Egypt

Additional Compensation

Car Owner Convenience Fee: If you accommodate multiple Passengers in the same trip (for example, when a Passenger books a trip for more than one individual), a Car Owner Convenience Fee may be included in your compensation.

Fees and Deductions

Platform Fees: For each completed trip, SAFER retains fees for the use of its platform and related services. The net amount after this deduction will be your base compensation.

Service Fee: A service fee will be deducted from your expected compensation. This fee helps cover the costs of maintaining and operating the App.

Payment Process

  1. Trip Completion Requirement: Compensation will be credited to your App’s digital wallet only after the trip has been completed by both you (the Car Owner) and the Passenger(s). This means all parties must end the trip from their respective devices.

  2. Crediting to Wallet: Once the trip is completed by all parties, your net compensation (after platform fees and service fee deductions) will be automatically credited to your in-app digital wallet.

  3. Withdrawal: You can withdraw (“Cash Out”) your earnings from your App’s digital wallet at any time in accordance with SAFER’s In-App Digital Wallet Policy, subject to operational timelines, minimum and maximum limits, and applicable processing requirements and fees.

Earnings Breakdown

After each completed trip, you will receive a detailed breakdown showing:

  • Your base compensation
  • Any additional fees received (such as Car Owner Convenience Fees, late fees, or bonus fees)
  • Platform fees retained by SAFER
  • Service fee deduction
  • Your final net earnings

For Cancellations or No-Shows: You will receive a detailed breakdown of your earnings or any amounts that you owe, depending on the circumstances and applicable policies.

Your Responsibilities

Toll Fees: You are expected to cover any toll fees incurred throughout the trip.

Tax Obligations: You acknowledge that you are the sole provider of the transportation services and are independently responsible for reporting and paying any applicable income taxes on the amounts you receive. SAFER does not withhold taxes on your behalf.

For More Information

If you have any questions or need further clarification regarding compensation, please visit the Pricing and Compensation section of the Terms & Conditions or contact our customer support team.

SAFER accepts a range of payment methods through our third-party payment provider, OPay Egypt for E-Payment Services, to accommodate your preferences when funding your wallet or paying for trips.

Available Payment Methods

  • Debit and Credit Cards issued by recognized networks
  • Electronic Wallets recognized by Egypt’s “Meeza” network
  • Bank Transfers from Egyptian-based banks
  • Cash Deposits made through approved OPay partner stores

Currency and Exchange Rates

All transactions are processed in Egyptian Pounds (EGP). If you use a foreign currency, the exchange rate applied will be determined by SAFER’s payment processing provider at the time of the transaction.

Your Responsibilities

You are responsible for ensuring the accuracy and validity of your payment details. SAFER and its payment processing providers are not liable for transaction failures caused by outdated, incorrect, or invalid payment credentials.

Updates to Payment Methods

SAFER reserves the right to update, add, or remove payment methods at any time, without prior notice.

For More Information

If you have questions about payment methods or need assistance, please visit the Payment Methods section of the Terms & Conditions or contact our customer support team.

The In-App Digital Wallet (the “Wallet”) is a feature available to all Users in good standing. The Wallet facilitates transactions within the App and operates solely for purposes related to SAFER’s services.

How the Wallet Works

The Wallet functions differently depending on whether you are a Passenger or a Car Owner:

For Passengers:

When you add funds to your Wallet, the balance is converted into non-withdrawable digital credits. These credits can only be used to book and pay for trips within the App.

Important: Passenger wallet credits cannot be withdrawn, refunded, or transferred outside of SAFER. All purchases of credits are final.

For Car Owners:

When you complete a trip, your Wallet is credited with compensation for that trip. These amounts are classified as withdrawable balances and may be cashed out through supported payout methods.

Adding Funds to Your Wallet

You can add funds to your Wallet through various methods, including:

  • Credit/debit cards
  • Bank transfers
  • Digital payment services
  • Approved cash deposit networks (such as physical OPay partner stores)

Processing Fees: Adding funds to your Wallet may incur processing fees. These fees are determined by SAFER’s third-party payment providers and may vary based on the type of transaction.

Withdrawing Funds (Car Owners Only)

Car Owners can withdraw their earnings through supported payout methods, subject to:

  • SAFER’s operational timelines
  • Minimum and maximum withdrawal limits
  • Applicable processing requirements and fees

Processing Times

The processing time for adding or withdrawing funds may vary depending on the method used and third-party service providers involved.

Transaction Limits

SAFER sets minimum and maximum limits for both adding funds to and withdrawing funds from the Wallet. These limits are established in line with operational requirements and will be clearly communicated within the App during the transaction process.

Consequences of Misuse: If SAFER suspects unauthorized access or attempts to alter your Wallet balance, we reserve the right to:

  • Freeze the affected Wallet
  • Reverse unauthorized transactions
  • Adjust the balance to reflect the accurate amount
  • Investigate and take appropriate legal action, including civil litigation or criminal prosecution

Important: Any attempts to compromise the Wallet’s security or operational integrity, including hacking or cyber intrusion, are considered as attempts to steal from SAFER and will be addressed with the utmost severity, including potential legal repercussions and permanent account suspension.

SAFER’s Operational Rights

SAFER may suspend, limit, or terminate the Wallet feature at any time for operational, regulatory, or security reasons. Where possible, Users will be notified and given reasonable instructions regarding existing balances.

For More Information

If you have questions about the In-App Digital Wallet, please visit the In-App Digital Wallet section of the Terms & Conditions or contact our customer support team.

SAFER offers a flexible refund policy to accommodate the needs of Passengers. Below are the options available for refunds, based on the payment method used at the time of booking:

Refund Options for Bank Card Payments

  • The refund can be issued as a credit voucher that can be used on any future trip within the App.

  • The refund can be sent to the same bank card used to pay for the trip. This process typically takes 5 to 10 business days, but it may take longer in some cases for the User to receive the money.

  • If the User wants to book another trip right away, the sum can be directly transferred to that trip as a temporary voucher.

  • If there is an excess amount (if the second trip is cheaper), the User can choose either a credit voucher or a refund to the same bank card.

  • If the new trip’s price is higher than the value of the temporary voucher, the User will need to select an additional payment method to cover the rest of the trip’s cost.

Refund Options for Digital Wallet Payments

  • If the User used the App’s Wallet or another external digital wallet, the refund will be directly credited to the App’s Digital Wallet.

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