Terms & Conditions

• “Platform” or “Qareeb”: the apps, website and services operated by Qareeb.
• “Customer”: anyone requesting a parcel delivery or a ride through the platform.
• “Captain”: the person who fulfils the request — an independent driver registered and approved on the platform.
• “Vendor”: a shop, restaurant or pharmacy offering products through the platform.
• “Request”: a parcel delivery, a ride, or an order from a vendor.

Qareeb is a technology intermediary: it connects customers with captains and vendors and provides the tools for requesting, pricing, tracking and paying. The platform is not a transport company, does not own vehicles, and does not employ captains. Captains and vendors are independent service providers responsible for what they accept.

The platform’s role is to enable the request, the matching, the pricing, the tracking, and dispute resolution within the limits of the records it holds.

• You must be at least 18 years old to create an account.
• Registration uses a valid phone number that belongs to you, verified with a code sent to it.
• Your details must be accurate and current; inaccurate details may lead to suspension.
• Your account is personal and must not be shared. You are responsible for everything done on it, and for protecting your device and the verification code sent to you.
• Captains have additional requirements: a valid driving licence, valid vehicle documents, and approval by the platform team before starting work.

• Set your pickup and drop-off points accurately. An incomplete or wrong address may cause the job to fail or incur additional charges.
• For a parcel, describe its contents honestly and flag it if it is fragile.
• Be present at the pickup or drop-off point at the agreed time, or nominate someone to act for you.
• Accepting a captain’s offer creates a commitment between you and them on the agreed price and service.

The platform may not be used to send or carry:

• Anything prohibited by law, including narcotics and controlled substances.
• Weapons, ammunition, and explosive or flammable materials.
• Cash, precious metals, and high-value collectibles, except by explicit prior arrangement.
• Live animals, hazardous materials, and medical waste.
• Prescription medicines without a valid prescription through the pharmacy service.

You also may not:

• Abuse or discriminate against captains, vendors, or the support team.
• Manipulate pricing, promo codes or the referral system, or create fake accounts.
• Attempt to access platform systems or other users’ data without authorisation.
• Use the service for any unlawful purpose.

You are responsible for what you send. Breaching this clause may mean immediate cancellation and account suspension, in addition to legal liability.

• Comply with traffic law and drive safely, and keep the licence and vehicle documents valid throughout.
• Complete an accepted job at the price offered, and update the request status truthfully and on time.
• Handle parcels with care, and never open them or interfere with their contents.
• Respect customer privacy: their data is used to complete the job only, and is not retained or used afterwards.
• Never use another captain’s account or let anyone else use theirs.
• Honour the commission due to the platform and the agreed settlement process.

• An estimated price is shown before you request, based on distance, the two zones, and the service class.
• In offer mode: captains submit offers and you choose one. The price you accept is final unless you change the service itself.
• In fixed zone-price mode: the approved matrix price between the two zones applies.
• Disclosed fees may be added (such as waiting time or extra stops); all of them appear in the invoice breakdown inside the app.
• Available payment methods: cash, wallet balance, or card where enabled. The active methods are shown to you before you confirm.
• Tips are optional and go to the captain in full.
• The platform charges a commission on the request value, payable by the service provider and shown to captains and vendors in their settlement.

• You can cancel free of charge before any captain has accepted.
• After acceptance, cancellation stays available during a grace period starting from the moment of acceptance. Cancelling after it — or after the captain has set off towards you — may incur a cancellation fee disclosed in the app.
• A captain may cancel for a legitimate reason (unable to reach you, wrong address, prohibited contents, abusive behaviour).
• The platform may cancel any request that breaches these terms.
• Amounts paid in advance for a request cancelled before fulfilment are returned to your wallet or to the original payment method, as applicable.

The ratings, reviews and messages you write remain yours, and you grant the platform the right to display and use them for operating and improving the service.

Content must be truthful and related to the service. Anything abusive, discriminatory, misleading, or exposing another person’s personal data will be removed.

We may suspend or terminate your account — temporarily or permanently — for a breach of these terms, suspected fraud, endangering someone’s safety, or where legally required.

Where possible we tell you why and let you appeal through support. Financial balances outstanding at the time are settled through the usual process.

You may end the relationship at any time by deleting your account.

Captains and vendors are independent providers. The platform does not guarantee the conduct of any of them or the quality of their service, although it provides ratings and complaints mechanisms and acts on breaches.

• The platform is not liable for indirect or consequential damages, or for lost profits.
• It is not liable for damage to or loss of parcels prohibited under clause 5.
• It is not liable for service interruption caused by matters outside its control, such as network or power outages or force majeure.
• Reasonable care is taken to keep the service available, but it is provided “as is” with no guarantee of uninterrupted operation.

Nothing in this clause limits any liability that applicable law does not permit to be excluded.

The platform relies on external services for maps, notifications, SMS and payments. By using the service you accept that those services are governed by their providers’ terms, and the platform is not liable for their failures.

We encourage resolving any disagreement through support first — every request has a record the team can review (route, statuses, messages, and fare breakdown).

If it is not resolved amicably, these terms are governed by the laws of Palestine and its courts have jurisdiction.

We may revise these terms. The “last updated” date at the top of this page changes accordingly, and where a change is material we notify you inside the app before it takes effect. Continuing to use the service after that date means you accept the revised version.

For any question about these terms, contact Qareeb:

• Or through the app: the “More” tab → “Support”.