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 12 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.

If you are not automatically logged in, tap “Login” on the home screen to go to the Login page.

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:

  • On the login page of the App, tap “Forgot Password?“.
  • Enter the Email or Phone Number associated with your account. We’ll send you a verification code.
  • Type the received verification code into the designated field, then press “Continue.”
  • Create a new password and re-enter the new password to confirm it.

Follow these steps, and you’ll quickly regain access to your SAFER account!

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” option within your profile settings.
  • Tap on the “Sign 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” 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.

To change your notification settings in the App, 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 section.
  • Once in the Profile section, tap on “Settings” to view various configuration options.

Within Settings, locate and select “Notification Settings.” Here, you have the option to change notifications according to your preferences.

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 “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, the App will automatically update and display all content in the chosen language.

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.

Please contact customer support by emailing info@safer-platforms.com if you wish to delete your account.

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 “Drive with SAFER” 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.
  • Make sure to add any preferences, such as whether pets are allowed, or any other specific requirements or conditions for your trip. This helps Passengers understand the conditions of the trip beforehand.

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 on the “Search” option in the menu bar.
  • Enter Trip Details:
  • Type in your desired destination.
  • Select the date you wish to travel.
  • Enter the number of people traveling with you.

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:

  • Enter the number of people traveling with you and provide their information.
  • Check the box if you want to reserve all the seats in the car for a Solo Trip.
  • Specify the size and number of luggage items you will be bringing.
  • Indicate if you will be traveling with a pet by selecting the appropriate option from the dropdown menu.
  • Add any specific message or requests for the Car Owner in the provided text box. This is optional but can help communicate any special needs or preferences.

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.

Choose an option from the dropdown list before requesting a trip.

  • Passengers can view and request trips that are scheduled within the next three months. 
  • Trips can be requested up to 3 hours prior to their scheduled start time.

This allows Passengers and Car Owners to plan their travel well in advance while also providing flexibility for last-minute trips.

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 “View Details” for 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 “View Details” for 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.

  • Check the box if you want to reserve all the seats in the car for a Solo Trip.

  • 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 from the dropdown menu.

  • Ensure your preferred payment method is available and set up for the transaction. Verify the payment details to avoid any issues.

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.
  • Once your trip is confirmed, it will be listed under “Upcoming Trips”.
  • 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.
  • You may receive a direct message from the Car Owner confirming your seat and providing additional details.
  • 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.” 

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 may also be sent via email.
  • The Car Owner may provide a reason for declining your request. Review this information to understand why your request was not accepted.
  • 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 function and look for another trip that suits your needs.
  • Adjust your search criteria if necessary to find more available trips.
  • If a reason for decline was provided, consider adjusting your preferences or providing additional information in future requests to increase your chances of acceptance.
  • 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.
  • Visit the “Trips” page on the bottom menu of the App;
  • Click on “As Car Owner” from the top of the page;
  • Choose the trip you wish to Accept or Decline Passengers for;
  • Scroll down to the bottom of the Trip Details page, you will find your requests there with options to Accept or Decline.

Car Owners are allowed to respond to Trip requests from Passengers either by accepting or declining, and they must respond to trip requests within the following time frames:

Requests Made More Than 24 Hours Before the Trip:

  • Car Owners must respond to these requests within 24 hours of receiving them.

Requests Made Less Than 24 Hours Before the Trip:

  • Car Owners must respond to these requests at least 2 hours before the trip’s start time.

In all cases, no trip requests can be accepted or declined less than 2 hours prior to the trip’s start time.

After these periods of time, the request will be canceled. If the Passenger still wishes to get a response, they may submit a new request if it’s still possible.

  • Visit the “Trips” page on the bottom menu of the App;
  • Click on “As Car Owner” or “As Passenger” from the top of the page;
  • Choose the trip you wish to start (it should show in the “Today’s Trips” section);
  • Follow the instructions on the page once you arrive at the meetup location.
  • Visit the “Trips” page on the bottom menu of the App;
  • Click on “As Car Owner” or “As Passenger” from the top of the page;
  • Choose the trip you wish to end (it should show in the “Today’s Trips” section);
  • Click on “End Trip” and follow the instructions.

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. Launch SAFER on your device.
  1. Select the “Profile” icon located in the bottom menu.
  1. Tap on “Legal”.
  1. Click on “Terms and Conditions” to view the full document.

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. Launch SAFER on your device.
  1. Select the “Profile” icon located in the bottom menu.
  1. Tap on “Legal”.
  1. Click on “Privacy Policy” to view the full document.

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 2 hours from the time of confirmation of their booking by the Car Owner to cancel their booking without being charged.

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.

If the Passenger receives a booking confirmation from the Car Owner and cancels the booking:

  • If the Trip is later completed with another User (or other Users) the Passenger will receive a full refund, excluding the service fee.
  • Otherwise, if the Trip is canceled by all Users or no other Users were assigned to the Trip and no Users join the Trip, the following rules will apply for every User that joined and canceled the Trip at any given time. If a Passenger receives a booking confirmation from the Car Owner and cancels the booking:
  • More than 72 hours before the planned start time of the Trip, they will receive a full refund, excluding the service fee. The Car Owner will not receive any compensation from that Passenger for this Trip.
  • Between 72 hours and 48 hours before the planned start time of the Trip, they will receive a 75% refund from the original Trip price, excluding the service fee and any applicable taxes. The Car Owner will receive 25% of the previously expected compensation from that Passenger for this Trip.
  • Between 48 hours and 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 and any applicable taxes. The Car Owner will receive 50% of the previously expected compensation from that Passenger for this Trip.
  • Less than 24 hours before the planned start time of the Trip and until 3 hours before the Trip, they will receive a 25% refund from the original Trip price, excluding the service fee and any applicable taxes. The Car Owner will receive 75% of the previously expected compensation from that Passenger for this Trip.
  • Within 3 hours of the Trip’s planned start time, they will receive no refund. The Car Owner will receive full compensation 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 the Car Owner cancels the Trip at any given time, the Passenger(s) will receive a full refund for the Trip.

If the Car Owner cancels the Trip and:

  • No passengers had booked the Trip:
  • The Trip is not counted towards the Car Owner’s canceled Trips.
  • At least one Passenger had booked the Trip:
  • It is counted towards their canceled Trips and could show on the Car Owner’s public profile.
  • In all cases, the Car Owner will have at least 1 hour from publishing time to cancel a published Trip without it being counted towards the “short notice cancellation” Trips.
  • If a Trip, published more than 24 hours before its planned start time, is canceled by the Car Owner: 
  • Less than 48 hours from the start of the Trip, the Car Owner may receive a warning by email, which will include the terms of SAFER’s cancellation policy.
  • Less than 24 hours from the start of the Trip, the Trip will be counted towards the “short notice cancellation” Trips.
  • If a Trip, published less than 24 hours before its planned start time, is canceled by the Car Owner:
  • The Trip will be counted towards the “short notice cancellation” Trips.

If the Car Owner has 10 or fewer completed Trips and the number of the “short notice cancellations” exceeds 2 Trips or has more than 10 completed Trips and the percentage of the “short notice cancellation” Trips exceeds 20%:

  • The Car Owner’s ability to publish Trips may be temporarily revoked for a period of 1 month.
  • Once the above mentioned period is over, the Car Owner should be allowed to publish Trips once again. If the Car Owner makes a “short notice cancellation”, the same limits mentioned above will apply and the User’s ability to publish Trips may be temporarily revoked for a new period of 3 months.
  • Once the Car Owner starts publishing Trips once again, if they reach the same limits mentioned above once more, the User’s ability to publish Trips may be permanently revoked.

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.

For the “No-Show” policy, time limits are counted from the Trip’s start time or from one of the two parties’ arrival time, whichever is later.

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.

In this case, if the late party is the Passenger, there will be no refund for the Passenger and the Car Owner should receive their full expected compensation from this/those Passenger(s) for the Trip. If the late party is the Car Owner, the Passenger will receive a full refund and the Trip will count towards the Car Owner’s “No-Show” Trips.

If the Car Owner has 10 or fewer completed Trips and the number of the “No-Show” Trips exceeds 1 Trip or has more than 10 completed Trips and the percentage of the “No-Show” Trips exceeds 10%:

  • The Car Owner’s ability to publish Trips may be temporarily revoked for a period of 1 month.
  • Once the above mentioned period is over, the Car Owner should be allowed to publish Trips once again. If the Car Owner makes a “No-Show”, the same limits mentioned above will apply and the User’s ability to publish Trips may be temporarily revoked for a new period of 3 months.
  • Once the Car Owner starts publishing Trips once again, if they reach the same limits mentioned above once more, the User’s ability to publish Trips may be permanently revoked.

In all cases, Passengers will have 2 hours from the time of confirmation of their booking by the Car Owner to make modifications to their booking.

Additionally, Passengers who booked a Trip more than 24 hours before its start time can make modifications to their bookings up to 24 hours before the planned start time of the Trip that they wish to modify.

The allowed modifications that do not need approval from the Car Owner are:

  • Removing Accompanying Travelers
  • Removing suitcases/bags
  • Removing the Solo Option
  • Removing accompanying pet

Modifications that need approval from the Car Owner are:

  • Adding Accompanying Travelers
  • Adding suitcases/bags
  • Adding the Solo Option
  • Adding accompanying pet

Car Owners are allowed to respond to modification requests from Passengers – either by accepting or declining – based on the following criteria:

  • For modification requests made over 24 hours before the Trip’s planned start time, Car Owners must respond within 24 hours of the request’s issuance or up to 2 hours before the Trip’s planned start time, depending on which time period is shorter.
  • For modification requests issued less than 24 hours before the Trip’s planned start time, Car Owners have the opportunity to respond any time up until 2 hours prior to the Trip’s planned start time.

After these periods of time, the modification request will be canceled. If the modification request is canceled and Passenger cannot join the Trip anymore, they may cancel the Trip and search for another one (Cancellation Policy will apply).

Trip prices are subject to change after any modifications.

Regarding modifications to the payment method used for a Trip, if the User wishes to change the payment method, they can only do so if their account was not yet charged for the Trip and if the App allows it.

If a Car Owner wants to make any modification to a Trip and no Passengers had booked it, they are allowed to make any wished changes. However, any modifications will automatically cancel all pending requests made by Passengers to join this Trip.

In all cases, Car Owners will not be able to make any modifications within 3 hours of the Trip.

If a Car Owner wants to remove a Passenger from a Trip, the following will apply:

  • If the Passenger sent the request to join the Trip more than 24 hours before its planned start time:
  • The Car Owner can remove the Passenger without any consequences up until 24 hours before the planned start time of the Trip.
  • If the Car Owner removes the Passenger within 24 hours of the Trip, it will count towards the “short notice modifications” on the Car Owner’s Profile.
  • If the request to join the Trip was made by the Passenger within 24 hours of the Trip’s start time:
  • The Car Owner will have 2 hours from the request confirmation time to remove the Passenger without any consequences.
  • If the Car Owner removes the Passenger after 2 hours from the request confirmation, it will count towards the “short notice modifications” and may appear on the Car Owner’s Profile.

If the Car Owner has 10 or fewer completed Trips and the number of the “short notice modifications” exceeds 2 Trips or has more than 10 completed Trips and the percentage of the “short notice modification” Trips exceeds 20%:

  • The Car Owner’s ability to publish Trips may be temporarily revoked for a period of 1 month.
  • Once the above mentioned period is over, the Car Owner should be allowed to publish Trips once again. If the Car Owner makes a “short notice modification”, the same limits mentioned above will apply and the User’s ability to publish Trips may be temporarily revoked for a new period of 3 months.
  • Once the Car Owner starts publishing Trips once again, if they reach the same limits mentioned above once more, the User’s ability to publish Trips may be permanently revoked.

If at least one Passenger had booked the Trip and has received a confirmation from the Car Owner and the last-mentioned wishes to make a different modification than the modifications mentioned above, the following will apply:

  • The Car Owner will be able to make any changes that will not affect the Passengers including the removal or addition of available seats. However, any modifications will automatically cancel all pending requests made by other Passengers to join the Car Owner’s Trip.
  • For changes regarding the time of the Trip, if there are more than 3 hours left until its planned start time, Car Owners can make the Trip up to 3 hours later compared to the originally planned time without the approval of the Passenger(s).
  • If the Car Owner wishes to make any other modification(s) to the Trip, they will be able to make them if there are more than 24 hours left until the planned start time of the Trip.
  • All the Passengers on the Trip will be notified and can either:
  • cancel the Trip and receive a full refund,
  • or accept the new modifications and stay on the Trip

In all cases, it is the Passengers’ responsibility to cancel a Trip. If they do not get removed from the Trip or cancel it themselves and do not show up at the time of the Trip, the Trip will be counted as a No-Show (No-Show policy will apply).

For the Trip to be completed successfully and for the Car Owner to get their full compensation, all modifications to the Trips need to be done through the App’s functionalities and not only between the Car Owner and the Passenger(s) via the App messages or any other external means.

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:

  • Total Trip Price:

Determined by various factors, including the trip’s distance, the car’s fuel consumption, the type of gasoline used by the car during the trip, and current fuel prices in Egypt.

  • Service Fee:

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

  • Governmental Taxes:

Any applicable governmental taxes, as per Egyptian tax regulations, including VAT.

Additional Considerations

  • Passengers should be aware that the Total Amount Due may include surcharges and that additional fees may also be added.
  • In the event that a Passenger requests a trip for more than one individual other than themselves, a Car Owner Convenience Fee may be applied.
  • In accordance with SAFER’s Lateness Policy, if applicable, Passengers may be subject to a late fee. 
  • Passengers may benefit from discounts for their trips, which can be in the form of promotional codes or vouchers. These discounts may be subject to specific terms.

If you have any questions or need further clarification regarding the Pricing for a trip, 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.

Factors Determining Compensation

  • Determined by various factors, including the trip’s distance, the car’s fuel consumption, the type of gasoline used by the car during the trip, and current fuel prices in Egypt.
  • In the event that a Car Owner accommodates multiple Passengers in the same trip, a Car Owner Convenience Fee may be included. This fee is particularly applicable when a Passenger books a trip for more than one individual.

Service Fee

  • Car Owners will be subject to a service fee, which will be deducted from their expected compensation. This fee helps cover the costs of maintaining and operating the App.

Payment Process

  • The compensation for the Car Owner will be credited to their App’s digital wallet following the completion of the trip.
  • Car Owners will have the option to withdraw their compensations from their App’s digital wallet in accordance with SAFER’s In-App Digital Wallet Policy.

Additional Responsibilities

  • Car Owners are expected to cover any potential toll fees throughout the trip.

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

SAFER accepts a range of payment methods to accommodate the diverse preferences of Users. At the time of booking, Passengers can easily select their preferred payment method. Here is an overview of the available payment options and important information regarding payments.

Accepted Payment Methods

  • Secure payments using your credit or debit card.
  • Convenient payments through supported digital wallet services.
  • For Passengers who prefer to pay in cash, SAFER supports certain third-party payment networks.

How to Add or Delete a Payment Method:

 

Maintaining Accurate Payment Information

Ensure all payment information provided to SAFER is accurate and up-to-date. Promptly update your card details, external digital wallet accounts, or any other payment method information in case of changes or expiration.

The In-App Digital Wallet (referred to herein as the “Wallet”) is a feature accessible to all Users without account limitations. This electronic closed wallet allows Users to handle digital transactions and manage funds within SAFER.

Adding and Withdrawing Funds

  • Users can add funds to their Wallet through various methods, such as bank transfers, credit/debit cards, or digital payment services.
  • Users have the option to withdraw funds from their Wallet through methods including, but not limited to, bank transfers.

Processing Times

  • The processing time for adding or withdrawing funds to your Wallet may vary depending on several factors, including the method used and the third-party processing service providers.

Transaction Limits and Fees

  • 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.

Adding or withdrawing funds from the Wallet may incur processing fees, determined by SAFER’s third-party payment providers. These fees may vary based on the type of transaction.

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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