HiGO Rides - Terms and Conditions

Last Updated: July 1, 2026
Effective Date: July 1, 2026

1. Acceptance of Terms

By accessing and using the HiGO Rides mobile application and website (collectively, the "Service"), you ("User," "You," or "Rider") acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions ("Terms") and our Privacy Policy. If you do not agree with any part of these Terms, you may not use the Service.

HiGO Rides ("Company," "We," "Us," or "Our") reserves the right to modify these Terms at any time. Your continued use of the Service following the posting of revised Terms means that you accept and agree to the changes. It is your responsibility to review these Terms periodically.

2. Eligibility and Account Registration

2.1 Age and Legal Capacity

You must be at least 18 years of age to use HiGO Rides
You must be a resident of the service area (currently Pakistan, with potential expansion)
You must possess the legal capacity to enter into a binding contract
Users under 18 may not access the Service

2.2 Account Creation

You are responsible for providing accurate, current, and complete information during registration
You must provide a valid phone number and email address
You agree to update your information if it changes
You are solely responsible for maintaining the confidentiality of your account credentials
You are liable for all activities conducted under your account
You may not create multiple accounts to circumvent policies or manipulate the platform

2.3 Authentication

HiGO Rides may require identity verification including government-issued ID, selfies, or additional documentation
Failure to provide or fraudulent information may result in account suspension or termination

3. Service Description

3.1 Ride-Hailing Services

HiGO Rides provides an on-demand transportation platform that connects riders with independent drivers ("Drivers"). The Service allows Users to:

Request rides to specified destinations
Receive fare estimates before booking
Track drivers in real-time
Rate and review completed rides
Access multiple ride categories (Mini, Executive, Premium, etc.)

3.2 Service Availability

HiGO Rides operates only within designated service areas
Service availability may be limited due to weather, traffic, driver availability, or technical issues
The Company does not guarantee continuous or uninterrupted service

3.3 Service Categories

Different ride categories are available with varying vehicle types and pricing:

Mini: Economy vehicles for budget-conscious riders
Executive: Standard sedans for comfortable rides
Premium: High-end vehicles for luxury travel

4. Rider Responsibilities and Conduct

4.1 Pickup and Destination

You are responsible for providing accurate pickup and drop-off locations
You must wait for the driver at the confirmed pickup location
If the driver cannot locate you or you are not present after 5 minutes, cancellation fees may apply
You are responsible for the accuracy of the destination address provided

4.2 Behavior and Conduct Standards

Users must NOT:

Engage in harassment, abuse, discrimination, or threats toward drivers or other users
Use the Service under the influence of alcohol or drugs
Violate any local, state, or national laws
Engage in illegal activities (trafficking, theft, etc.)
Use offensive language or make explicit gestures
Eat or drink in the vehicle unless permitted by the driver
Damage or vandalize vehicles
Leave personal belongings behind (Company is not liable for lost items)
Transport illegal substances or weapons
Bring pets unless the driver explicitly agrees
Film or photograph the driver without consent
Exceed vehicle capacity limits

4.3 Safety Protocols

You must comply with all traffic laws and regulations
You must ensure all passengers are securely seated with seatbelts fastened
You must not distract the driver during the ride
You must exit only when the vehicle has come to a complete stop
You must follow the driver's instructions regarding passenger safety

4.4 Cleanliness and Hygiene

You must maintain acceptable hygiene standards
You must not leave the vehicle in a dirty or damaged condition
You are liable for any damages caused to the vehicle during your ride
Drivers may refuse service to users who appear ill or unhygienic

5. Pricing and Payment Terms

5.1 Fare Calculation

Fares are calculated based on:

Base Fare: Fixed starting charge per ride category
Distance Charge: Per kilometer rate multiplied by actual distance traveled
Time Charge: Per-minute rate for time spent in traffic or waiting
Surge Pricing: Dynamic pricing during high-demand periods (1x to 3x multiplier)
Cancellation Fees: Applied if rider cancels after driver acceptance
Toll Charges: Actual toll amounts if applicable

5.2 Fare Estimates

Pre-ride fare estimates are approximations based on current conditions
Actual fare may vary due to route changes, traffic, tolls, or detours
Estimates are valid for 10 minutes; prices may change thereafter
Dynamic pricing may increase fares during peak hours

5.3 Accepted Payment Methods

Digital Wallet: Prepaid balance in the HiGO Rides wallet
Debit/Credit Card: Visa, Mastercard, and other supported cards
Mobile Wallets: JazzCash, EasyPaisa, and other supported digital wallets
Cash: Subject to availability and driver acceptance

5.4 Payment Processing

Payment is processed immediately upon ride completion
Receipts are sent to your registered email and available in your account history
Refunds for incorrect charges must be requested within 7 days
Payment disputes must be reported within 48 hours of the transaction

5.5 Currency and Pricing

All prices are displayed in Pakistani Rupees (₨)
Pricing may vary by location, time of day, demand, and vehicle type
Promotional offers and discount coupons may apply

5.6 Additional Charges

Wait Time Charges: Applied after 5 minutes of free waiting time (₨2 per minute)
Extra Charges: For unusual circumstances (traffic delays, route deviations, passenger requests)
Tolls and Taxes: Added to your bill as per government regulations

6. Cancellation Policy

6.1 Rider Cancellations

Before Driver Acceptance: FREE (no charge)
After Driver Acceptance (0-5 minutes): ₨50 cancellation fee
After Driver Arrival (5+ minutes): ₨100 cancellation fee
After Ride Start: Full fare applies; user forfeits refund

6.2 Driver Cancellations

If a driver cancels after accepting your ride, no charges apply
You may request an immediate rebooking without penalty
Repeated driver cancellations may trigger priority matching

6.3 System-Initiated Cancellations

HiGO Rides may cancel rides if:
- Technical issues prevent safe ride completion
- Driver becomes unavailable
- Safety concerns arise
- You violate conduct standards
No cancellation fee applies for system-initiated cancellations

6.4 Automatic Cancellation

If no driver accepts your ride within the specified timeout period, the ride auto-cancels with no charge
You will be notified via app notification and SMS

7. Scheduled Rides and Special Services

7.1 Scheduled Rides

Users can schedule rides up to 30 days in advance
A booking fee of ₨50 applies to scheduled rides
Scheduled rides must be confirmed 30 minutes before pickup time
Same cancellation policy applies; booking fee is non-refundable

7.2 Airport Transfers

Fixed fares apply for airport routes
Drivers may wait for up to 15 minutes at the airport for flight delays
Additional waiting charges apply beyond 15 minutes

7.3 Multi-Stop Rides

Users can add up to 3 additional drop-off locations
Fare for multi-stop rides is calculated cumulatively
Each stop adds travel time and distance

8. Driver Acceptance and Matching

8.1 Ride Matching

HiGO Rides uses an algorithm to match riders with available drivers
Matching criteria include proximity, driver rating, vehicle availability, and current demand
The Company does not guarantee specific driver selection

8.2 Driver Assignment

You cannot request a specific driver unless using the referral system
Drivers are assigned automatically by the matching algorithm
Driver ratings, vehicle details, and license plate are provided upon acceptance

8.3 Driver Verification

All drivers undergo background checks and document verification
Drivers must maintain valid driver's licenses and vehicle registration
Drivers must maintain minimum cleanliness and vehicle maintenance standards

9. Ratings and Reviews

9.1 Rating System

Both riders and drivers can rate each other (1-5 stars)
Ratings are based on behavior, cleanliness, communication, and overall experience
Ratings are mandatory for ride completion

9.2 Rating Standards

5 Stars: Excellent experience; rider or driver exceeded expectations
4 Stars: Good experience; minor issues
3 Stars: Satisfactory; notable concerns
2 Stars: Poor experience; significant issues
1 Star: Unacceptable experience; severe violations or safety concerns

9.3 Rating Impact

Riders with average ratings below 3.5 stars may be deprioritized in matching
Riders with ratings below 2.0 may be suspended after warnings
Drivers with low ratings may be deactivated

9.4 Review Comments

Reviews may include written comments (up to 500 characters)
Abusive, defamatory, or inappropriate comments may be removed
Fake or retaliatory reviews may result in account penalties

10. Complaints and Dispute Resolution

10.1 Complaint Filing

Users can file complaints for:

Incorrect fares or overbilling
Driver misconduct or unsafe driving
Vehicle cleanliness or maintenance issues
Lost or damaged personal belongings
Harassment or abuse
Service quality issues

10.2 Complaint Process

File complaint within 48 hours of ride completion via the app
Provide detailed description and supporting evidence (photos, screenshots)
HiGO Rides team reviews and investigates (3-5 business days)
Resolution is communicated via email and in-app notification

10.3 Refunds and Compensation

Refunds are issued for verified billing errors within 7-14 business days
Compensation for damages is assessed on a case-by-case basis
Maximum compensation per incident is limited to 3x the ride fare

10.4 Escalation

Unresolved complaints can be escalated to senior management
Complaints can be filed with local consumer protection authorities
Legal disputes are subject to arbitration (see Governing Law)

11. Safety and Security

11.1 Personal Safety Measures

Share your ride details with family or trusted contacts
Verify driver identity before entering the vehicle
Report unsafe driving or driver misconduct immediately
Keep valuables secure and do not leave items in the vehicle

11.2 Emergency Features

The app includes an emergency SOS button that alerts authorities and emergency contacts
Users can report safety issues in real-time during rides
Drivers with multiple safety complaints are subject to deactivation

11.3 Data Security

User data is encrypted and securely stored
Payment information is processed by PCI-DSS compliant providers
HiGO Rides does not sell user data to third parties

11.4 Privacy and Location Data

Real-time location sharing is limited to active ride duration
Location data is deleted within 30 days of ride completion
Users can opt out of non-essential data collection in settings

12. Refunds and Credits

12.1 Refund Eligibility

Refunds are issued only for valid billing errors or service failures
Cancellation fees are generally non-refundable
Promotional credits cannot be refunded as cash

12.2 Refund Processing

Refunds are processed to the original payment method
Processing time: 5-10 business days
A maximum of one refund per user per month applies

12.3 Wallet Credits

Wallet balance cannot be withdrawn as cash
Credits expire 12 months after receipt if unused
Promotional credits may have additional expiration terms

12.4 Disputed Charges

Users must report disputed charges within 48 hours
Disputes older than 48 hours may not be refundable
Proof of payment is required for investigation

13. Promotions, Discounts, and Referral Program

13.1 Promotional Offers

Discounts and promotional codes are valid only within specified periods
Promotions are non-transferable and not redeemable for cash
HiGO Rides reserves the right to modify or cancel promotions without notice

13.2 Referral Program

Users can share referral codes to earn credits (fixed or percentage-based)
Both referrer and new rider must complete first ride to earn rewards
Referral rewards are capped at ₨2,000 per user per month
Fraudulent referrals result in account suspension

13.3 Coupon Codes

Coupon codes are valid for specified ride types and time periods
One coupon per ride; coupons cannot be combined
Expired or invalid coupons cannot be redeemed

14. Liability and Disclaimer

14.1 Limited Liability

HiGO Rides is a marketplace platform connecting riders with independent drivers
HiGO Rides does not guarantee driver availability, service quality, or ride completion
The Company is not liable for:
- Delays due to traffic or weather
- Driver misconduct or negligence (drivers are independent contractors)
- Personal injuries during rides
- Lost or damaged personal belongings
- Accidents or traffic violations

14.2 Independent Contractors

Drivers are independent contractors, not Company employees
The Company does not control driver routes, vehicle condition, or speed
Drivers maintain their own insurance and vehicle maintenance
Riders assume all risks associated with rides from independent drivers

14.3 Warranty Disclaimer

The Service is provided "AS IS" without warranties
HiGO Rides does not warrant:
- Accuracy of estimated fares
- Availability of specific ride categories
- Uninterrupted service
- Compatibility with all devices

14.4 Third-Party Services

The Company uses third-party payment processors and mapping services
HiGO Rides is not responsible for third-party service failures
Users agree to third-party terms when using integrated services

15. Limitation of Liability

15.1 Cap on Liability

HiGO Rides' maximum liability is limited to the fare amount paid for the specific ride
In no event shall the Company be liable for:
- Indirect, incidental, special, or consequential damages
- Lost profits, data, or business opportunities
- Personal injuries or property damage

15.2 Exceptions

This limitation does not apply to:
- Gross negligence or willful misconduct by the Company
- Death or personal injury caused by Company employees
- Fraud or intentional misrepresentation

16. Prohibited Activities

Users agree NOT to:

Use the Service for illegal purposes or to violate local laws
Impersonate other users or provide false identification
Engage in harassment, abuse, or discrimination
Attempt to hack, modify, or reverse-engineer the app
Scrape data or use bots to access the platform
Post illegal, threatening, defamatory, or obscene content
Engage in money laundering or financial fraud
Use the Service to transport illegal substances or weapons
Commit credit card fraud or payment fraud
Solicit riders or drivers outside the platform

17. Intellectual Property Rights

17.1 Company Ownership

All content on HiGO Rides (logos, designs, code, text) is owned by the Company
The Service is protected by copyright, trademark, and patent laws
Users receive a limited, non-exclusive license to use the app for personal purposes

17.2 User Content

Users retain ownership of any content they submit (reviews, photos)
By submitting content, users grant HiGO Rides a license to use, display, and distribute it
The Company may use user reviews for marketing purposes

17.3 Restrictions

Users cannot reproduce, distribute, modify, or sell the Service
Unauthorized use of Company intellectual property is prohibited

18. Account Suspension and Termination

18.1 Suspension Grounds

HiGO Rides may suspend accounts for:

Violation of these Terms and Conditions
Engaging in fraud, harassment, or illegal activities
Providing false information during registration
Maintaining a rating below 2.0 stars
Multiple safety or conduct violations
Non-payment of outstanding balances

18.2 Termination Grounds

Accounts may be permanently terminated for:

Repeated violations after warnings
Serious safety violations
Criminal activity or fraud
At Company discretion for policy violations

18.3 Appeal Process

Users may appeal suspension within 14 days
Appeals are reviewed by the Company within 5-7 business days
Decision is final unless circumstances change materially

18.4 Account Deactivation

Users can voluntarily deactivate accounts anytime
Deactivation is effective immediately
Outstanding balances remain due

19. Governing Law and Dispute Resolution

19.1 Governing Law

These Terms are governed by the laws of Pakistan
All disputes are subject to arbitration in Islamabad, Pakistan
Users agree to resolve disputes through arbitration rather than court litigation

19.2 Arbitration

Disputes are resolved by a neutral arbitrator
Arbitration is binding and enforceable in courts
Users waive the right to jury trial or class action

19.3 Legal Jurisdiction

These Terms comply with Pakistani laws and regulations
The Company reserves the right to pursue legal action for breaches

20. Modification of Terms

20.1 Amendment Rights

HiGO Rides may modify these Terms at any time
Changes are effective 7 days after publication
Users will be notified via email and in-app notifications
Continued use of the Service constitutes acceptance of changes

20.2 Material Changes

For material changes, users may opt out within 7 days
Failure to opt out means acceptance of new Terms

21. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid.

22. Entire Agreement

These Terms, along with the Privacy Policy, constitute the entire agreement between the user and HiGO Rides regarding the Service. All prior agreements, communications, and understandings are superseded.

23. Contact Information

For questions, complaints, or feedback regarding these Terms and Conditions:

HiGO Rides (PVT) LTD
Email: [email protected]
Phone: +92-311-9968222
Address: [Company Address - To Be Updated]
Customer Service Hours: 24/7

24. Additional Provisions

24.1 Force Majeure

HiGO Rides is not liable for service disruptions due to natural disasters, wars, pandemics, or other unforeseeable events beyond reasonable control

24.2 Waiver

Failure to enforce any provision does not constitute waiver of that provision

24.3 Assignment

Users cannot assign their account or rights to other parties
HiGO Rides may assign rights to affiliates or partners

24.4 Notices

Legal notices must be sent to the address listed above
Notices are effective upon receipt

By using HiGO Rides, you acknowledge that you have read and agree to all Terms and Conditions outlined above.

Thank you for choosing HiGO Rides! Safe travels! 🚗