Terms & Conditions
Carruba user terms and conditions
Carruba is the trading name of Carruba International FZE, a company incorporated in Creative City – Media free Zone, Dubai, United Arab Emirates. The company’s license number is 13378/2018 and its registered address is Fujairah – Creative Tower, PO Box 4422 Fujairah. Carruba International FZE maintains the website https://carruba.com/.
Although Carruba also operates through other companies in other territories, the United Arab Emirates is our country of domicile and the governing law is the local law.
Carruba also operates parts of its business through:
Appit Incorporated, a company incorporated under the RKK ICC Business Companies Regulations of Ras Al Khaimah Free Trade Zone, Dubai, United Arab Emirates. The company’s registered number is 20171731 and its registered address is Office 611, The Fairmont Dubai, Sheikh Zayed Road, Dubai, United Arab Emirates.
Carruba Technologies (SMC-Private) Limited, a company incorporated with the Securities and Exchange Commission of Pakistan. The company’s corporate universal identification number is 0120930 and its registered address is Office 1, First Floor, Ramzan Arcade, Main Peshawar Road, Ramazan Arcade, Peshawar Road, Rawal Town, Punjab 76000.
As appropriate Carruba means Carruba International FZE, Appit Incorporated or Carruba Technologies (SMC-Private) Limited.
Using the Carruba app
1.1 The use of the Carruba app requires installation of the software and registration of a user account. During the installation of the Carruba app, the mobile number of the Carruba service user is linked to the respective user account and added to the database.
1.2 When using the Carruba app, the user can choose whether he / she wishes to pay for the transportation service to the transportation service provider in cash or use other payment options through credit card, debit card or mobile payment.
1.3 Carruba will not trade with or provide any services to OFAC (Office for Foreign Assets Control is a financial and intelligence agency of the US Treasury Department) and sanctioned countries.
1.4 No-one under the age of 18 shall register as a user of the Carruba app and shall not transact or use the Carruba app.
1.5 Feedback and complaints can be sent to our support team via email to email@example.com or by telephone in English to +44 (0) 3300 419844 (United Kingdom) or in English or any other language to +92 (0) 51 567079 (Pakistan).
Carruba credit card, debit card and mobile payment conditions
(available only in certain countries, please follow instructions on your local application)
2.1 The user of the Carruba app can pay for the transportation service with a credit card payment or debit card payment which requires the prior activation of the credit card data or debit card data within the app and acceptance of Carruba terms and conditions.
2.2 Mobile payments can be made by a user of the Carruba app who has concluded a mobile payment agreement.
2.3 When making credit card, debit card and mobile payments, the receiver of the payment is Carruba, who forwards the received payment to the transportation service provider.
2.4 When making credit card, debit card and mobile payments, a service fee may be added in respect of each order of a transportation service, unless such a charge is prohibited by local laws. Such service fee may include payment commission fees and Visa / MasterCard / Amex service fees. The amount of the service fee is displayed in the Carruba mobile app. In the event that the mobile payment intermediary levies a fee for the use of the payment service, which has to be paid by the customers separately, then those fees are not included in the Carruba credit card, debit card and mobile payment fee.
2.5 The intermediation of credit card and debit card payments in the Carruba app is carried out pursuant to the conditions at www.carruba.com.
2.6 Carruba shall be responsible for the functioning of credit card, debit card and mobile payments and offers customers support in resolving problems and payment related disputes. Assistance can be obtained from the Carruba support team via email to firstname.lastname@example.org or by telephone in English to +44 (0) 3300 419844 (United Kingdom) or in English or any other language to +92 (0) 51 567079 (Pakistan). Carruba shall resolve all credit card and mobile payment related complaints and applications within two business days.
2.7 When offering credit card, debit cards and mobile payments, Carruba acts as the economic agent of transportation service providers by intermediating payments made in the Carruba app. The obligation of the transportation customer to pay the transportation service provider shall be considered fulfilled as of the moment when the payment order is made for the payment of funds into the Carruba bank account. Carruba shall not be responsible for the exercise of the transportation customer’s payment order.
2.8 The displayed price and currency selected by you in the Carruba app, will be the same price and currency charged to the specified credit card or debit card and printed on the transaction receipt and payment confirmation that will be sent to your specified email address. Emails will be sent immediately following receipt of payment, but please allow 24 hours for same to be received (and check spam / junk folders before raising a query with the Carruba support team).
2.9 Payment may be made with the Carruba app using Visa and Mastercard.
2.10 Payment can be made only in the following currencies: USD (United States Dollar), GBP (Great Britain Pound / British Pound), AED (Arab Emirates Dirham), INR (Indian Rupee), PKR (Pakistan Rupee) and EGP (Egyptian Pound).
Ordering or cancelling a transportation service
3.1 If the Carruba app user orders transportation and the transportation service provider has confirmed the receipt of service then the transportation is considered pre-ordered.
3.2 Cancelling the use of an ordered transportation is considered to be the situation where the transportation service provider has been notified about the receipt of an order and the Carruba app user waives the transportation service after receipt of the notice of booking acceptance.
3.3 Cancelling the use of an ordered transportation is also considered to be the situation where the user of the Carruba app or people whom the transportation was ordered for do not make themselves known to the transportation service provider within 5 minutes of them being notified about the arrival of the transportation at the specified pick-up address.
3.4 In case of cancelling the transportation service the Carruba app user has to pay a penalty fee, as advised in the Carruba app. In the event that the Carruba user cancels the transportation service at least 15 minutes before the pick-up time specified at the time of placing the booking request through the Carruba app, the user will not be charged the cancellation penalty fee. The consumer’s right of refund (withdrawal) is not applied to Carruba app orders, unless otherwise determined by Carruba and any such refund will be made back to the payment solution used initially by the customer. Please allow up to 45 days for the refund transfer to be completed.
3.5 Carruba has the right to revoke the right to use the Carruba app if the user has cancelled the use of transportation services on three successive instances in any 24 hour period. In that case the app notifies the user about the number of cancellations and after the third time, Carruba may suspend the user from using the app for up to six months. After the period of suspension the user can reactivate their user account by contacting the Carruba support team via email to email@example.com or by telephone in English to +44 (0) 3300 419844 (United Kingdom) or in English or any other language to +92 (0) 51 567079 (Pakistan).
Use of the Carruba app
4.1 Carruba is a mobile app enabling persons requiring a transportation service to find a suitable provider by sharing data of their geographic location.
4.2 The use of the Carruba app is based on a non-exclusive license issued by Carruba. The license agreement is valid for a non-limited period and is free of charge for the transportation customer. In case of any faults in the software, we shall endeavour to correct them as soon as possible, but please keep in mind that the functioning of the app may be restricted due to occasional technical errors and we are not able to guarantee unlimited faultless functioning of the app at all times. We shall also accept no liability for any losses incurred as a consequence of the Carruba app not functioning or not being usable in the desired manner. In the event that the transportation customer’s right to use the app is cancelled, the corresponding non-exclusive license shall also be rescinded.
4.3 As the Carruba app is a means of communication between transportation customers and transportation service providers, Carruba cannot influence or take any responsibility for the quality or defects of or in the service provided by the transportation service provider. For this reason, we are unable to guarantee consistently accurate and faultless provision of transportation services located via Carruba. For resolving complaints please contact our support team via email to firstname.lastname@example.org or by telephone in English to +44 (0) 3300 419844 (United Kingdom) or in English or any other language to +92 (0) 51 567079 (Pakistan).
4.4 The Carruba app does not constitute an offer or brokerage of transportation for customers. The Carruba app is not a means for organizing the provision of transportation services. It is also not an agency service for finding customers for transportation service providers.
4.5 Carruba will send an invoice to the user either upon the completion of the user’s journey or upon the cancellation of a transportation service, save that Carruba reserves the right not to issue an invoice if the user cancels a transportation service before a cancelation fee is payable.
4.6 The consumer’s right of refund (withdrawal) is not applied to Carruba app orders, unless otherwise determined by Carruba and any such refund will be done only through the original mode of payment. Please allow up to 45 days for the refund transfer to be completed.
By registering an account with Carruba, a transportation customer accepts the following conditions
5.1 The user confirms that they are at least 18 years of age and is the holder of any credit card or debit card they register with their Carruba mobile app.
5.4 Carruba shall be entitled to transfer the database of personal data to third parties without prior notification of the app users. In case of a transfer of the business or the database, the rights and conditions arising from this license agreement shall be transferred as well.
5.5 Carruba shall be entitled to forward personal data and bank data to credit card, debit card, mobile payment and payment gateway intermediaries.
Carruba has the right to send marketing messages and authentication codes through SMS messages.
The user is solely responsible for maintaining the confidentiality of his / her Carruba account.
Good practice of using the Carruba app
6.1 As Carruba is not a provider or broker of the transportation service, we are unable to guarantee the quality of the transportation service. Any issues with defects or quality of the transportation service shall be resolved in accordance with the rules and regulations of the transportation service provider or any relevant supervisory or regulatory authority.
6.2 Carruba is committed to providing quality transportation services. For this reason, we ask the transportation user to fill out a feedback form in the Carruba app. This enables us to offer suggestions to the transportation service providers for improving the quality of their service or, if necessary, to terminate their use of our services.
6.3 We expect that the users of the Carruba app use the app in good faith and are respectful of the transportation service providers who offer their services through Carruba.
6.4 Carruba shall make every effort to ensure that only drivers, who have integrity and are respectful of their profession and customers, use the Carruba app. However, we are in no position to guarantee that every provider of transportation services, located via the Carruba app, satisfies the aforementioned criteria at all times. If you experience an unacceptable standard of service, please notify the company responsible for the service, the relevant supervisory or regulatory authority for the transportation service provider or our support team team via email to email@example.com or by telephone in English to +44 (0) 3300 419844 (United Kingdom) or in English or any other language to +92 (0) 51 567079 (Pakistan).
Free rides referral campaign
7.1 Carruba may reward app users with a discount code for every new unique rider they invite to use the app. Carruba will notify app users of any such referral campaign and the terms and conditions of the campaign via the app.
7.2 The reward code will only be valid if the new rider uses Carruba mobile payments for the first ride.
7.3 Carruba has the right to void any discount codes and to block user accounts if it suspects any fraudulent activities and to charge the user for the damages caused.