Terms of Use

These Terms of Use (the "Terms") are the agreement between you and Savari for using the Savari app and the services offered through it. "Savari", "we" and "us" mean HUWAZ TECHNOLOGIES (SMC-PRIVATE) LIMITED (Corporate Unique Identification No. 0360301), a company incorporated in Pakistan under the Companies Act, 2017, with its registered office at Flat 2, First Floor, Plaza 5, Sector A, Bahria Enclave, Islamabad, which operates the Savari app and the Savari services. "You" means anyone who uses the app, whether as a passenger, a parcel sender, a driver or a courier.

By creating an account, or by using the app in any other way, you accept these Terms. If you do not accept them, do not use Savari.

Some parts of Savari have extra rules. They form part of your agreement with Savari, and every one of them is in the Legal section of the Savari app:

• the Savari Parcel Terms, for sending and delivering parcels with Savari Parcel;
• the InterCity Terms, for trips from one city to another;
• the License Agreement, for what you may and may not do with the app software itself;
• the Privacy Policy, which explains what information Savari collects, why, and what choices you have.

Where the Savari Parcel Terms or the InterCity Terms say something different from these Terms about their own service, the service-specific terms apply to that service.

Savari is a technology platform for Pakistan. It lets people who need a trip or a delivery find drivers and couriers nearby and agree a price with them directly. Every price in the app is in Pakistani rupees (PKR).

Savari offers three services:

• City rides: trips that start and end inside the same city;
• Savari Parcel: parcel delivery inside one city, with one or more drop-off points;
• InterCity: trips from one city to another, either in a shared seat or with the whole vehicle. Neighbouring cities that Savari treats as one connected area, such as Islamabad and Rawalpindi, count as one city for all three services: a trip or delivery between them is a City ride or a Savari Parcel delivery, and InterCity does not serve trips between them.

Savari does not drive vehicles or carry passengers or parcels itself. Drivers and couriers carry out the trips and deliveries in the vehicles they registered with Savari. They are independent service providers, not employees or agents of Savari, and they decide which requests to make offers on.

Savari runs the app: it shows requests and offers, suggests fares, handles in-app payments and wallets, and provides safety and support tools. The arrangement for each trip or delivery is between the passenger or sender and the driver or courier who carries it out. Savari is not a party to that arrangement, but both sides must follow these Terms while they use Savari.

To use Savari you must:

• be 18 or older;
• be able to make a binding agreement under the laws of Pakistan;
• have a mobile number that you control and that can receive a one-time code;
• give true and current information about yourself.

An account belongs to one person only. Do not share your account, do not let anyone else use it, do not open an account for another person, and do not open more than one account for yourself.

Drivers and couriers must also meet the requirements in section 5.

You sign up with your mobile number. Savari sends a one-time code to that number, and entering the code confirms that the number is yours. You then add your name.

After you sign in, the app keeps you signed in on that phone until you log out. Anyone who has your unlocked phone can use your account, so protect the phone with a screen lock, and remove the Savari app from it before you sell the phone or give it away. You are responsible for what is done through your account, unless it happened because of a fault on the side of Savari.

You can move your account to a new mobile number from the app. Savari sends a code to the new number; once you confirm it, the account moves to that number and the old number no longer signs you in.

One account can hold more than one role. Every account starts as a passenger account. After Savari approves you, the same account can also work as a driver, as a courier, or as both.

If you think someone else has used your account, tell us straight away through the Help section of the app. To delete your account, open Settings in the app and tap Delete my account; section 19 explains what happens next.

To drive with Savari you first register in the app. Registration is made of stages that you complete one after another, including:

• Vehicle: the type of vehicle, its brand, model, colour, production year, number plate and registration authority, a photo of the front, a photo of the back and photos of both sides of the vehicle registration card. If the vehicle is not registered in your name, you also add photos of both sides of the registered owner's CNIC and say how you are related to the owner.
• Ride modes: at least one ride mode (vehicle category) that you want to offer.
• Documents: every document the app marks as required, which today means both sides of your driving licence and both sides of your CNIC, photographed with the document camera in the app, and a live selfie taken in the app, where you look at the camera and blink and the app takes two photos that show only your face, one with your eyes open and one with your eyes closed, together with your licence number, issue date and expiry date.
• Submission: once everything is complete, you tap Submit for review.

The registration screens may ask you to complete other steps as well. Everything you type or upload is saved to your account as you go, so you can leave the app and later carry on from the first stage you have not finished. Until you submit, you can go back and change anything.

If an unfinished registration has no activity for 30 days, Savari deletes it completely, including the vehicle details, photos and documents you uploaded for it. You can start again at any time. While your registration is unfinished, Savari may send you a reminder of what is still missing.

Once you submit, nothing in your registration can be changed until Savari approves or rejects it. If Savari rejects one item, such as a document or a vehicle photo, only that item opens again so that you can correct it and send it back.

Savari checks what you submit with its own software, which reads your documents and vehicle registration card, confirms who owns the vehicle and checks that your live selfie is genuine and shows the same person as the photos on your CNIC and your driving licence. When every check passes, Savari can approve an item automatically. Anything that is not clear is reviewed by people on Savari's team, and you can ask for a person to review any decision through Support.

Savari approves each ride mode separately. Each ride mode has its own requirements for the vehicle and the driver, which the app shows. Savari Parcel work needs its own courier approval and a vehicle that is eligible for Savari Parcel.

You can have only one vehicle registered on Savari at a time, on one account only. A vehicle can be registered with only one driver at a time.

Keep your documents and vehicle details valid and true at all times. If a document or a vehicle is rejected, or a document expires, you cannot work on Savari until you upload a replacement and Savari approves it.

Approval by Savari means only that your documents looked valid when they were checked. You remain responsible for holding a valid driving licence, keeping your vehicle roadworthy, and having every registration, permit and insurance the law requires for your vehicle and your work.

When you ask for a City ride, you choose your pickup point, your destination and, if you want, stops on the way, up to the number of stops the app allows. The fare covers the whole route with every stop included.

Savari suggests a fare for the trip, based on things such as the distance and the type of vehicle. You can keep the suggestion or propose your own fare within the limits the app shows. While you wait for offers, you can raise your fare.

Your request is shown to eligible drivers nearby. They see your first and last name, your passenger rating and how many ratings you have received, your pickup point and your destination.

A driver who wants the trip can either accept your fare or send a counter-offer. A counter-offer cannot go above the limit the app sets, and every offer expires after a short time.

You decide which offer to take. With each offer you see the name of the driver, the driver photo where one has been added, the driver rating and number of trips, the make, model, colour, year and number plate of the vehicle, and how far away the driver is and how soon they can reach you.

You can switch on auto-accept. With auto-accept on, the app can take a suitable offer for you, and it never takes an offer above the fare you proposed.

As soon as you choose an offer, or auto-accept takes one, the trip is agreed at that price. The driver must not ask you for more than the agreed fare, and you must pay the agreed fare by the payment method you chose.

City rides stay inside the city where they start. If your destination or a stop is in another city, the app refuses the request, and you can book the journey with InterCity instead. Neighbouring cities that Savari treats as one connected area, such as Islamabad and Rawalpindi, count as one city for this check: a ride between them is a City ride, and InterCity does not serve it.

You can have one City ride request and one Savari Parcel request open at a time. While you have an open InterCity request, or an InterCity journey that departs today, you cannot start a City ride search.

Savari Parcel deliveries are booked in a similar way: you propose a fare, couriers make offers and you choose one. The Savari Parcel Terms describe the details. InterCity bookings are described in the InterCity Terms.

Once a trip is agreed, you can follow the driver on the map on the way to you and during the trip.

When the driver arrives, the app shows how long the driver is asked to wait for you. Be at the pickup point on time. If you need a moment, tap Coming in the app so the driver knows you are on your way. Savari does not charge a waiting fee.

Before you get in, check that the driver, the vehicle and the number plate match what the app shows. If they do not match, do not start the trip, and tell us through the Help section of the app.

The driver taps Start Ride once you are in the vehicle and ends the trip in the app when you reach the destination.

While drivers are online, the app shares their location with Savari. If Savari stops receiving a driver location for too long, Savari takes that driver offline automatically.

For City rides, Savari Parcel deliveries and InterCity trips, you choose one of these payment methods when you book:

• Cash: you pay the driver or courier in cash.
• Wallet: you pay from your Savari wallet.
• Mixed: you pay part of the fare from your wallet and the rest in cash.

Any part of the fare paid from your wallet is taken from the wallet when the trip or delivery is completed.

Card payments are not offered in the app. Use only the payment methods the app offers for your booking.

Passengers and parcel senders pay the agreed fare and nothing else to Savari: Savari charges them no commission and no booking fee.

Savari earns its income from a commission that drivers and couriers pay on the trips and deliveries they take through Savari.

The commission is a percentage of the fare, set by Savari. The rate in force when a trip is agreed applies to that trip. Savari may change the rate for trips agreed later.

The commission is paid from your driving balance, the prepaid balance in your driver wallet.

Before you make an offer, the app shows the commission amount for that fare and whether your driving balance covers it. You need enough in your driving balance to make offers, and the app warns you when it is running low.

Your driver wallet shows the commission on each trip and delivery, and what happened to it if the trip or delivery was cancelled.

InterCity has its own commission terms, set out in the InterCity Terms.

Your account has a Savari wallet for paying for trips and deliveries. Drivers and couriers also have a driver wallet with two parts: the driving balance, which pays the commission, and an earnings balance, which can be paid out.

You can add money to your Savari wallet or to your driving balance with the top-up options the app shows.

Money in your Savari wallet can be spent only on Savari services. The app does not offer a way to take your Savari wallet balance out as cash.

Drivers and couriers can request a payout of the earnings balance the app shows as available. A payout request needs the account holder name, the bank name and the account number, and may include the branch. Savari reviews each request, and an approved payout is sent to the account you entered, outside the app. The app shows the status of each request and the conditions for payouts.

Wallet balances are not bank deposits and earn no interest.

If a balance is wrong because of a technical error or a transaction that should not have happened, Savari may correct it. If you see a movement in any balance that you do not recognise, ask us about it through the Help section of the app.

Savari may run incentive plans for drivers and couriers. The app shows the target, the dates and the reward of each plan, and tells you when a reward has been added.

Fake trips, and trips arranged only to reach a target, do not count towards a plan, and Savari may reverse a reward obtained through them.

You can set a daily earnings goal in the app, and you may earn achievement badges. These help you follow your own progress; on their own they give no right to any payment.

Savari may give you cashback on City rides, Savari Parcel deliveries and InterCity journeys that you book. The app tells you when cashback has been added.

The wallet in the app shows your cashback. You can move your cashback into your Savari wallet and use it to pay for trips and deliveries. The app shows the conditions for moving it.

Savari may change or end cashback for future trips, and may refuse or reverse cashback gained through fake trips, fake accounts or any other abuse.

The passenger or the driver can cancel a City ride until the trip starts, including while the driver is on the way and after the driver has arrived. Once the driver has started the trip, it cannot be cancelled in the app.

When you cancel, you pick a reason from the list in the app. Some reasons also ask you for a short note.

Passengers pay no cancellation fee.

A Savari Parcel delivery can be cancelled only before the courier collects the parcel. After that, any problem goes through Report a problem in the app, and Savari settles it by completing the delivery, starting a return or closing the delivery. The Savari Parcel Terms give the details.

InterCity has its own cancellation rules, set out in the InterCity Terms.

Savari may itself cancel a City ride, for example for a safety reason, a suspected fraud or a technical fault.

Make and accept offers only for trips you mean to complete. Frequent cancellations waste the time of other users, and Savari may take them into account under section 19.

After a trip, the passenger and the driver can each rate the other from 1 to 5 stars and add a written review if they wish. Only the two people on the trip can rate each other. If you rate the same trip again, your new rating replaces the earlier one.

Your average rating is shown to the people you deal with through Savari. Passengers see the rating and number of trips of each driver who makes an offer, and drivers see the rating and number of ratings of the passenger with each request.

A driver rating can affect access to some ride modes, to InterCity and to some achievement badges.

Rate honestly, and only on how the trip went. Do not offer anything in return for a rating, do not pressure anyone about a rating, and do not write a review that is abusive or hateful or that reveals personal details about anyone.

The Savari app includes tools that help you stay safe. They support your own judgement; they do not take the place of the police or the emergency services.

• SOS: during an active trip, the SOS button sends an alert with your current location and the trip to the Savari operations team. The team sees the alert and acknowledges it, and the app lets you know when it has been acknowledged. SOS needs permission to use your location.
• Emergency numbers: the Safety and Emergency screens let you call Police (15), Rescue 1122 and the Fire Brigade (16) from your phone, and the Emergency screen also lists the Women Helpline (1043).
• Trip sharing: during a ride you can send your trip details, including the driver name, pickup point, destination, fare and expected arrival time, to anyone you choose through the sharing options on your phone.
• Live tracking: once a trip or delivery is agreed, the passenger or sender can follow the driver or courier on the map.
• Trusted contacts: you can save trusted contacts in the app and call them quickly from the Safety screen.

Pressing SOS does not make Savari contact the police, rescue services or your trusted contacts for you. The Savari operations team is not an emergency service and cannot promise to respond within any set time. If you or anyone else is in danger, call Police (15) or Rescue 1122 first.

Use SOS only in a real emergency. A false alert draws attention away from people who truly need help, and Savari may act on your account because of it.

Once a trip or delivery is agreed, the two people on it can send each other messages and make voice calls inside the app. Calls travel over the internet, so both phones need a data connection.

Chat and calls work only between the people on the same trip or delivery. For a City ride they close if the ride is cancelled, and for a Savari Parcel delivery they close when the delivery ends.

Savari stores the messages you send and a record of each call, such as who called whom, when, and for how long, so that it can run the service, look into complaints and investigate safety reports. Savari does not record what is said during a call.

Use chat and calls only for the trip or delivery. Do not use them to harass or threaten anyone, to make personal or romantic approaches, to ask for personal details, to arrange trips outside Savari, or to advertise anything.

Everyone who uses Savari must:

• treat other people with respect and courtesy;
• never treat anyone worse because of their religion, sect, ethnicity, language, caste, gender, disability, age or place of origin;
• never threaten, harass or hurt anyone, and never make unwanted physical, sexual or verbal advances;
• never bring anything illegal or dangerous into a vehicle;
• obey the law, including traffic law.

Drivers and couriers must also:

• use only the vehicle Savari approved, with the number plate registered in the app;
• carry out every trip and delivery themselves, and never let another person drive in their place or use their account;
• hold a valid driving licence and keep the vehicle safe, clean and roadworthy;
• never drive under the influence of alcohol, drugs or anything else that affects driving, and never drive when too tired to do so safely;
• follow a sensible route and never ask for more than the agreed fare;
• contact a passenger or sender after the trip only about that trip, for example to return a forgotten item.

Passengers and senders must also:

• be ready at the pickup point on time;
• pay the agreed fare by the payment method chosen;
• wear a seat belt where one is fitted and follow reasonable safety requests from the driver;
• treat the vehicle with care, since you are responsible under the law for damage you cause;
• never ask the driver to break the law or to carry more people than the vehicle safely holds.

You must not use Savari to:

• do anything illegal, or help anyone else to do so;
• open fake accounts, give false identity details, or upload documents that are not genuine or not your own;
• book or take fake trips, or in any other way manipulate fares, offers, ratings, cashback or incentive rewards;
• find passengers or senders through Savari and then carry out the trip outside the app to avoid the commission;
• send a false SOS alert or make a false report about another person;
• copy, scrape or collect data from the app or about other users;
• interfere with the app, its servers or its security, or use bots, scripts or altered versions of the app;
• sell, rent or hand over your account, or use the account or phone number of another person without permission.

The License Agreement sets out further rules about the app software itself.

Savari may suspend your account if we reasonably believe that you have broken these Terms or the law, put the safety of anyone at risk, committed fraud, or given false information or documents. A suspension can cover only booking rides and deliveries as a customer, only driving and delivering as a driver or courier, or your whole account. For the same reasons, Savari may withdraw a driver or courier approval or the approval of a ride mode.

A suspension is either temporary or permanent. A temporary suspension lasts for a set time and ends by itself when that time is over. A permanent suspension has no end date and lasts until Savari decides otherwise.

A customer can be suspended in particular for:

• repeatedly cancelling orders after a driver or courier has accepted them;
• false or inappropriate orders, such as advertising or profanity;
• many complaints from drivers;
• acting against Savari's service standards;
• any other serious breach of these Terms.

A driver or courier can be suspended in particular for:

• a safety or security violation, including suspected driving under the influence of alcohol or drugs, for which Savari has zero tolerance;
• several complaints about safety, security or service that Savari found valid;
• a high rate of cancelling trips after accepting them;
• poor ratings;
• letting someone else use the account;
• problems with documents;
• a serious incident;
• any other serious breach of these Terms.

Some suspensions happen automatically when limits set by Savari are reached, for example repeated cancellations of accepted orders, a high cancellation rate after accepting, a low average rating or several valid complaints. Savari may change these limits. The app usually warns you first that your account is at risk. Repeated automatic suspensions can last longer and can lead to a review of your account by Savari's team.

While a suspension is in force, the app shows its reason and how long it lasts, or that it is permanent, and Savari refuses what the suspension covers. You can still sign in, see and edit your profile, manage your sessions and contact Savari support. You cannot delete your account until the suspension has ended; if it is permanent, contact Savari support. If you are suspended during a trip or delivery, you may normally finish it so that nobody is left stranded; if the suspension is for a safety reason, Savari's team handles the trip instead. If you believe a suspension is wrong, contact Savari support and ask for the decision to be looked at again.

You can stop using Savari at any time, and you can delete your account yourself under Settings in the app. Deletion is complete, permanent and takes effect at once: you are signed out on every phone, the account cannot be restored, and your phone number can afterwards only open a brand-new account.

The app refuses the deletion while you have a ride, a delivery or an InterCity request or booking that is not finished, a payout that is still being processed, a bank transfer top-up that is still waiting for review, an emergency alert that is still open, a reported delivery problem that is still open or a suspension that is still in force. Finish or close these first, then try again.

Withdraw what you can before you delete your account. Any money left in your wallets when you delete it is lost and is not paid out afterwards, including balances that cannot be withdrawn. Deleting an account does not cancel anything you still owe under these Terms.

If your account is suspended when you delete it and you open a new account within one year, Savari's team may be told about it. The Privacy Policy explains what is removed when you delete your account, the sealed safety record Savari keeps for one year and when that record is destroyed.

The parts of these Terms that by their nature should continue, including those about money owed, responsibility for losses, disagreements and the governing law, keep applying after an account is deleted.

Your content is anything you put into Savari: your name and profile photo, your vehicle photos and documents, messages, ratings and reviews, cancellation notes and problem reports.

You keep ownership of your content. You allow Savari to store, copy, use, display and process it free of charge, for as long as it is needed to run, protect and improve Savari, to show it to the people you deal with through Savari (for example your name, photo and rating), to check your documents and to meet legal duties. The Privacy Policy explains how Savari handles personal information.

You confirm that you have the right to share your content and that it is true and lawful. Do not upload anything that belongs to someone else without their permission.

The Savari app, the Savari name and logo, the look of the app, its text, pictures and software, and the data Savari produces all belong to Savari or to those who license them to Savari. Nothing in these Terms makes you an owner of any of them.

You may use the app only as these Terms and the License Agreement allow. Do not use the Savari name or logo, or anything that could be confused with them, without written permission from Savari.

If you send Savari an idea or a suggestion, Savari may use it freely and owes you nothing for it.

Savari sends you notifications about your account, your trips and your deliveries, such as new offers, trip updates, payments, decisions on your documents and reminders about an unfinished driver registration. They are part of how Savari works.

Savari may also send you offers, promotions and news. You can switch these off under Notifications in the Settings of the app; ride and delivery alerts keep working.

Savari works to keep the app running and accurate, but cannot promise that it will always be available or free of errors, or that a driver or courier will be free when you need one. The app may be unavailable during maintenance or because of problems with networks, phones or services that Savari does not control.

Maps, addresses, distances, routes and arrival times come from Google Maps services and other sources and may be wrong or out of date. Always follow road signs, traffic rules and your own sense of what is safe.

The app depends on the location, internet connection and permissions of your phone. Some features, such as finding nearby drivers, SOS and live tracking, do not work without them.

Savari provides the app and its services as they are available from time to time. As far as the law of Pakistan allows, Savari gives no promise about them beyond what these Terms state.

Drivers and couriers are responsible for the trips and deliveries they carry out, including the way they drive and the condition of their vehicles. Passengers and senders are responsible for their own behaviour and for what they send.

As far as the law of Pakistan allows, Savari is not responsible for:

• indirect or knock-on losses, such as lost profit, lost business or a missed appointment;
• loss caused by what another user did or failed to do;
• loss caused by events Savari cannot reasonably control, such as network or power failures, road closures, severe weather, strikes or government action;
• loss caused by you breaking these Terms or the law.

Nothing in these Terms limits or removes any responsibility that the law of Pakistan does not allow to be limited or removed, including responsibility for death or personal injury caused by the negligence of Savari, or for fraud.

If Savari suffers a loss or faces a claim because you broke these Terms or the law, you must make good that loss to the extent you caused it.

If you have a problem with a trip, a delivery, a payment or another user, tell us first through the Help section of the app. Do it as soon as you can, and give us the trip details and as much information as possible.

Savari will look into it using the information it holds, such as the trip record, payment records, chat messages and call records, and will reply to you. Savari may help a passenger and a driver settle a disagreement between them, but it does not have to decide it for them.

If a disagreement between you and Savari cannot be settled this way, either of us may take it to the competent courts of Pakistan.

Nothing in this section stops you from going to the police or any other authority about a crime or a safety concern.

These Terms, and any disagreement about them or about your use of Savari, are governed by the laws of the Islamic Republic of Pakistan.

Savari may update these Terms, for example when it adds or changes a service, when the law changes, or to make the Terms clearer. The latest version is always in the Legal section of the app, with its effective date at the top.

For important changes, Savari will also let you know through the app before they take effect. If you keep using Savari after a new version takes effect, you accept it. If you do not accept it, stop using Savari and delete your account under Settings in the app.

Savari may also add, change or remove features of the app. Figures that Savari sets, such as the commission rate, rewards, the waiting time at pickup and the number of stops allowed, can change over time. The figures that matter to you are shown in the app when you need them, for example the commission amount before you make an offer.

These Terms, together with the documents listed in section 1, are the whole agreement between you and Savari about using Savari.

If a court decides that any part of these Terms is invalid, the rest of the Terms stays in force.

If Savari does not enforce a right straight away, it has not given that right up.

You may not transfer your account, or your rights under these Terms, to anyone else. Savari may transfer its rights and duties under these Terms to another organisation that takes over the running of Savari, as long as your rights under these Terms are not reduced as a result.

These Terms are available in English, Urdu, Turkish, Arabic and German. If the versions differ, the English version applies.

For a question about these Terms, a complaint or any other request, open the Help section of the Savari app and use Get help from Savari, or email support@getsavari.com. The Help section lists the support channels Savari offers at the moment, along with answers to common questions. To delete your account, use Delete my account under Settings in the app.

Savari's postal address is Flat 2, First Floor, Plaza 5, Sector A, Bahria Enclave, Islamabad, Pakistan.

When your message is about a particular trip or delivery, include its details so that we can find it quickly. If you open Help from the details of a trip and write to us, your message is linked to that trip so that our team can find it.