Terms and Conditions

> This English text is a courtesy translation and is not the governing version. Clause 22.6 of these Terms provides that the Arabic version is the authoritative reference and that any translation is for guidance only. Where this text and the Arabic original differ, the Arabic governs.

Approved for publication · Markabat Jaser Company — brokerage platform for booking ground transport services

Introduction: company details and scope of this document

Licensed service provider

These Terms govern use of the ground-transport booking services that Markabat Jaser Company makes available through its application and website, and set out the rights and obligations of both the company and the customer. Completing a booking or using the service constitutes acknowledgement by the customer that they have read and agreed to be bound by these Terms, without prejudice to any rights afforded to them under the laws and regulations in force in the Kingdom of Saudi Arabia.

1. Scope

1. These Terms apply to transport services booked through the platform across all available vehicle categories: buses · vans · four-wheel-drive and family vehicles · luxury-class vehicles, and any category the company adds later.
2. They apply to two service types: - Scheduled booking: a trip or set of trips at a predetermined time. - On-demand request: a vehicle requested for immediate execution or within a short period.
3. These Terms do not apply to shared rides booked by individual seat, nor to motorcade services. Each is governed by separate terms issued by the company and presented to the customer before the booking is completed.
4. Where an agreement exists between the company and a corporate customer, that agreement prevails on the matters it addresses, and these Terms apply to matters it does not.

2. Definitions

1. The company: Markabat Jaser Company, which operates the platform and provides brokerage, coordination and booking services in ground transport under the licence identified above.
2. The customer: the natural or legal person who requests or books a transport service through the platform or any other means the company adopts.
3. The service provider (carrier): the licensed entity or person who supplies the vehicle and driver and actually performs the transport for the customer.
4. The platform: the Jaser application, its website, and the channels the company adopts for presenting services, receiving requests and completing bookings.
5. The vehicle: the bus, van, four-wheel-drive, luxury vehicle or any other vehicle used to perform the service.
6. The trip: the transport service performed under a confirmed booking.
7. Booking value: the amount payable for the service at the price presented to the customer when the booking is completed.
8. Cancellation policy: the policy set out in clause 7 of this document.

3. Nature of the relationship and the company's role

1. The company acts as an electronic intermediary and booking organiser between the customer and independent licensed service providers. Its services comprise: making the platform available, verifying providers' documents, receiving requests and matching them to providers, monitoring performance, collecting the booking value, and handling complaints.
2. Transport is actually performed by the service provider, and the vehicle and driver are its responsibility under the applicable regulations and requirements.
3. The customer acknowledges that the company does not necessarily supply the vehicle or driver itself; it receives the request, provides a suitable service provider and coordinates with them.
4. The company undertakes to exercise due care in selecting service providers, verifying that they meet regulatory requirements, and coordinating with them — without bearing responsibility for an independent act or omission by a service provider outside its control, and without prejudice to any statutory liability that may not be excluded by agreement.

4. Eligibility and account

1. To use the platform and complete a booking, the customer must have full legal capacity and be at least eighteen years of age.
2. A trip may be booked for minor passengers at the customer's responsibility, and the customer is responsible for accompanying them or arranging lawful supervision.
3. The account is created with a mobile number and verified by a code sent via SMS. The customer agrees to receive the messages and notifications necessary to perform the service on the registered number.
4. The customer is responsible for the accuracy of their account details, for keeping their access credentials confidential, and for everything done through the account.
5. The company may refuse to create, suspend or close an account where inaccurate information is provided, where the service is misused, or where these Terms are breached.

5. Requesting the service and confirming the booking

1. Requests are submitted through the platform or the means approved by the company.
2. The customer undertakes to provide accurate and complete information, including, depending on the service type: date and time of the trip, pickup point, destination, number of passengers, vehicle category and count, and any special requirements or equipment.
3. A request is not confirmed until the company accepts it and notifies the customer of the confirmation through the platform, SMS or email.
4. Acceptance depends on the availability of suitable vehicles and providers. The company may refuse a request where the service cannot be provided or its requirements cannot be met, in which case the customer is notified and refunded in full any amount paid.
5. Before the trip begins, or upon confirmation depending on the service type, the customer is provided with the vehicle and driver details and the means of contacting them.

6. Prices, tax, payment and invoicing

1. The customer undertakes to pay the booking value presented at the time of completion.
2. All prices shown are inclusive of Value Added Tax at the applicable statutory rate, unless expressly stated otherwise.
3. The booking value covers only the services set out in the booking details, and does not include additional services or expenses unless stated.
4. Payment is made through the electronic payment methods approved by the company and via a licensed payment services provider. The company does not retain card data; it is processed by the payment provider in accordance with approved standards.
5. The company collects the booking value and distributes it to the service provider after deducting its service fee, which the customer acknowledges.
6. The company issues the customer a compliant electronic tax invoice for the booking value.
7. Where the customer requests additional services after confirmation, the company may charge an additional amount and will inform the customer before performance where possible.
8. The customer bears any additional costs arising from their own requests, route changes, exceeding the waiting period, or increasing the number of vehicles or passengers, as set out in the booking details.
9. For on-demand requests, any value shown before confirmation is an estimate. The final value is calculated from the actual distance and duration within the pricing mechanism presented to the customer, who is notified of it at the end of the trip.
10. All payments are made through the platform exclusively. The company bears no responsibility for amounts paid to a service provider or driver outside it.
11. If payment fails or is charged back by the issuer, the company may suspend or cancel the booking after notifying the customer.
12. The customer may not withhold amounts due on a confirmed booking merely because a complaint has been filed; equally, the company may not collect any amount for a service that was not provided. Disputed amounts are handled under clause 17 and in a manner consistent with the regulations.

7. Modification, cancellation and refunds

The following applies to scheduled bookings unless expressly presented otherwise to the customer before the booking is completed:

1. Certain bookings of a special nature may be non-cancellable or non-refundable. This is made clear to the customer before the booking is completed and in a prominent manner.
2. Cancellation or modification requests are submitted through the platform or approved contact channels, and take effect only once the company confirms receipt.
3. No cancellation fee is charged to the customer where the cancellation is attributable to the company or the service provider.

8. Timing, waiting and no-shows

1. The customer undertakes to be present at the place and time specified in the booking.
2. If the customer is late, the service provider waits for the period stated in the booking details; additional waiting charges may apply beyond it, as set out there.
3. If the customer does not appear within the permitted period, the trip may be treated as cancelled by them and the cancellation policy applied.
4. If the service provider is late beyond the period stated in the booking details, the customer may cancel without charge and be refunded in full.
5. The company is not responsible for delays caused by circumstances beyond its control or the provider's, including traffic congestion, accidents, road closures, weather, government instructions and emergencies.

9. Change of vehicle or service provider

1. The company may — where operationally necessary or in an emergency — substitute the vehicle or service provider, provided the substitute is not below the agreed specification and meets the required purpose.
2. If the substitute is below the agreed specification, the customer must be notified before performance, and may then accept it with an adjustment of the price difference, or cancel and be refunded in full without charge.

10. The company's obligations

1. Making the platform available and operating it with customary professional care.
2. Receiving and processing requests according to available capacity.
3. Verifying service providers and their compliance with regulatory requirements before listing them, and providing a suitable provider matching the booking specification.
4. Providing the customer with the essential booking details and the vehicle and driver details.
5. Coordinating with the service provider on the time and place of the trip.
6. Receiving and handling complaints under clause 14.
7. Protecting the customer's data and using it within the scope of legitimate purposes related to providing the service.

11. The customer's obligations

1. Providing accurate and correct information when booking.
2. Adhering to the agreed meeting time and place.
3. Following the safety instructions of the driver and service provider.
4. Not using the vehicle for any unlawful purpose.
5. Not carrying prohibited, hazardous or flammable materials, or any material whose transport is prohibited by law.
6. Preserving the vehicle and the provider's property, and not damaging or misusing it.
7. Bearing the cost of damage caused by the customer, their agents or their accompanying passengers where responsibility is established.
8. Adhering to the agreed number of passengers and not exceeding the vehicle's permitted capacity.
9. Informing the company in advance of any special needs or requirements relating to the trip.

12. Safety and conduct in the vehicle

1. All passengers must follow safety instructions, including wearing seat belts where fitted.
2. The customer and passengers are prohibited from: - smoking inside the vehicle; - damaging or tampering with its components; - carrying hazardous or prohibited materials; - assaulting or abusing the driver, the company's staff or any passenger; - using the vehicle in a manner that endangers the safety of passengers or others.
3. The driver may take what is necessary to protect passenger safety in accordance with the regulations, including ending the trip where there is a serious danger or a grave breach. No refund arises where the trip is ended for a reason attributable to the customer or passengers.

13. Luggage and lost property

1. The customer is responsible for their luggage and personal belongings during the trip and must ensure they take everything with them at the end.
2. The company is not responsible for the loss or damage of personal belongings except within the limits prescribed by law or where its responsibility is established.
3. Property found in the vehicle is handed over and handled under the procedures approved by the company and the service provider, and the company undertakes to facilitate its return to its owner.

14. Accidents, insurance and liability

1. The service provider undertakes that its vehicles carry valid insurance as required by the regulations; the company verifies this on listing and periodically.
2. Where a traffic accident occurs during a trip, it is dealt with under the applicable official regulations and procedures, and the company facilitates communication and follow-up with the customer.
3. The service provider — as the party supplying the vehicle and driver and actually performing the transport — bears the responsibilities that fall to it by law.
4. Neither the company nor the service provider is responsible for damage arising from the act or negligence of the customer or a passenger.
5. No provision of these Terms shall be construed as exempting the company or the service provider from any liability that the law provides may not be excluded.

15. Limits of the company's liability

The customer acknowledges that the company provides brokerage, coordination and booking services, and that transport is performed by the service provider. Accordingly the company's liability — to the extent permitted by law — is limited to the services within its direct management and control, and does not extend to independent acts or errors of the service provider that it did not cause or participate in. This does not prejudice any rights or remedies afforded to the customer under the laws and regulations in force in the Kingdom of Saudi Arabia.

16. Force majeure

The company is not liable for failure to perform or delay in performing the service where caused by circumstances beyond its control, such as natural disasters, exceptional weather, accidents, road closures, unusual congestion, government decisions or instructions, or any other circumstance making performance impossible or impracticable, within the limits permitted by the regulations. In such a case the customer is refunded what they paid for the service not performed.

17. Complaints and claims

1. The customer may submit a complaint through the approved contact channels set out at the head of this document.
2. The complaint should include the booking details, its subject, and any supporting documents or images.
3. The company undertakes to acknowledge receipt, to examine the complaint and liaise with the service provider where needed, and to provide the outcome within five business days of receipt.
4. Filing a complaint does not in itself constitute an admission of liability by the company or entitlement to compensation.
5. None of the above prejudices the customer's right to refer the matter to the competent authorities.

18. Data protection and privacy

1. The company undertakes to handle customer data in accordance with the Personal Data Protection Law, its Implementing Regulations and related regulations.
2. Data is used to the extent necessary to perform the booking, provide the service, manage the relationship and meet regulatory obligations.
3. Booking data necessary to perform the trip is shared with the service provider only to the extent required.
4. The platform collects location data when the service is requested and performed — with the customer's consent through their device settings — for matching, tracking and safety purposes, and is not used otherwise.
5. Conversations on the platform between the customer and service provider may be reviewed where a complaint or report exists, or for safety purposes. Using them to exchange contact details in order to deal outside the platform is prohibited.
6. The customer may rate the service after each trip. Ratings and reviews are owned by the platform and may be displayed without disclosing the customer's identity.
7. The customer may exercise their statutory rights regarding their data through the approved contact channels.
8. Processing details are set out in the Privacy Policy published on the company's website and application, which is complementary to these Terms.

19. Use of the application and intellectual property

1. The customer undertakes to use the platform for lawful purposes only.
2. Use in a manner that disrupts or damages the platform, or attempts unauthorised access to its systems or data, is prohibited.
3. The company may suspend or close the customer's account for misuse or breach of these Terms, notifying them of the reason.
4. All content, systems, software and trademarks on the platform are owned by or licensed to the company and may not be used without prior written consent.

20. Right of withdrawal

Because the service provided is a transport service performed at a specified date and time, the right of withdrawal established under the E-Commerce Law and its Implementing Regulations does not apply to it, in accordance with the exceptions set out therein. The customer retains the right of cancellation and refund under clause 7 of these Terms.

21. Amendment of the Terms and versioning

1. The company may update these Terms as needed. Amendments apply to bookings made after their effective date, unless the regulations require otherwise.
2. Each version is published with a version number and effective date. The company keeps a record of previous versions, and the version in force at the time the booking is completed governs the relationship with the customer.
3. The company notifies customers of material amendments through the platform or the registered email a reasonable period before they take effect.

22. General provisions

1. Precedence: where these Terms conflict with the Privacy Policy, the cancellation policy or special service terms, the specific provision governs the matter it addresses.
2. Severability: if any provision is invalid or unenforceable, the remaining provisions continue in force.
3. Assignment: the customer may not assign their rights or obligations to a third party without the company's prior written consent.
4. No implied waiver: a party's forbearance in asserting a right is not a waiver of it.
5. Notices: notices to the customer are sent through the platform, SMS or the registered email, and take effect from the date of dispatch.
6. Language: the Arabic version of these Terms is the authoritative reference; any translation is for guidance only.
7. Electronic acceptance: the parties acknowledge the validity of electronic acceptance and electronic records under the Electronic Transactions Law.

23. Governing law and jurisdiction

These Terms are governed by the laws and regulations in force in the Kingdom of Saudi Arabia, and the competent judicial authorities in the Kingdom have jurisdiction over any dispute arising from them, unless a statutory provision requires otherwise.

24. Acceptance and acknowledgement

The customer's completion of a booking request, pressing the "I agree to the Terms and Conditions" button, or use of the service after these Terms have been made available, constitutes acknowledgement that they have read, understood and agreed to them. These Terms form an integral part of the service contract concluded between the customer and the company within the limits of the nature of the service provided.

The paper version of this document carries a "Customer Acknowledgement" form for bookings concluded outside the platform. Within the application, the recorded electronic consent stands in its place, and the company retains its record, its timestamp and the version number of the Terms accepted.

Markabat Jaser Company — CR 7054231555 · Transport General Authority licence 20/00001153 · Jeddah · MJ-2026-004