Privacy & Policies

All payments made through Karoo are final and non-refundable, except in limited cases defined below.

Karoo operates as a technology intermediary platform, and refunds are granted solely at Karoo's discretion.

Refunds will not be issued in the following situations:

• Customer cancels after a driver has been assigned
• Driver arrives at pickup location and the customer:
  • Is unavailable
  • Refuses to proceed
  • Provides incorrect information
• Incorrect address or contact details provided by the user
• Shipment violates platform policies (e.g. prohibited items)
• Customer dissatisfaction with price agreed directly with the driver
• Delays caused by traffic, location issues, or external factors

Refunds may be considered only if:

• No driver is assigned and the order is cancelled
• Payment was charged successfully but no service was initiated
• A verified system error occurred
• A driver cancels after accepting the order without valid reason

All refund requests are subject to internal review and approval.

Karoo may, at its sole discretion, issue:

• Partial refunds
• Wallet credits instead of cash refunds

This depends on the nature of the issue and operational assessment.

• Approved refunds are processed through:
  • Original payment method
  • Or Karoo wallet
• Processing time:
  • 5 to 10 business days (may vary depending on payment provider)

All refund requests must be submitted through Karoo support.

Karoo reserves the right to:

• Investigate all cases
• Request additional information
• Make the final and binding decision on all refund claims

Karoo reserves the right to:

• Deny refunds in cases of suspected abuse or fraud
• Suspend or terminate accounts engaging in repeated refund claims or misuse

Karoo is a technology platform that connects users with independent drivers for delivery services across Egypt.

Karoo does not perform deliveries directly and does not take possession of any shipments.

Karoo operates within the Arab Republic of Egypt.

Service availability may vary depending on:

• Location
• Driver availability
• Operational conditions

• Users submit a delivery request through the platform
• Drivers may accept or reject the request
• Pricing is proposed by the driver and confirmed by the user
• A 25% confirmation fee is required to initiate the order

• All deliveries are provided on a best effort basis
• Estimated delivery times are not guaranteed

Delays may occur due to:

• Traffic conditions
• Weather
• Location accessibility
• Driver-related factors

• Drivers are fully responsible for:
  • Inspecting shipments before transport
  • Accepting or rejecting delivery requests
  • Handling and transporting goods
• Drivers have the right to:
  • Refuse shipments that violate platform policies
  • Cancel deliveries if safety or compliance issues arise

Once a shipment is accepted, full responsibility lies with the driver.

Users must:

• Provide accurate pickup and delivery details
• Ensure availability at both locations
• Properly package items

Failure to comply may result in:

• Cancellation
• Loss of fees
• Delays or failed delivery

The following items are strictly prohibited:

• Illegal goods
• Fragile or high-value items
• Hazardous or dangerous materials

A delivery is considered failed if:

• The customer is unavailable
• Incorrect information is provided
• The customer refuses to proceed

In such cases:

• The confirmation fee is non-refundable
• Additional charges may apply if applicable

Karoo may provide real-time tracking features.

However:

• Tracking accuracy is not guaranteed
• Temporary interruptions may occur

Karoo is not responsible for:

• Lost shipments
• Damaged goods
• Improper handling

All responsibility lies with:

• The driver
• The user

• Allowed before driver assignment
• After driver dispatch:
  • Fees may apply
  • Confirmation fee is non-refundable

Karoo is not responsible for failure or delay due to events beyond control, including:

• Natural disasters
• Government actions
• System outages

Pricing on Karoo is calculated based on:

• Distance (in kilometers)
• Price per kilometer (EGP/km)

The total delivery price is determined using the following formula:

• The price per kilometer may vary depending on:
  • Total delivery distance
  • Pickup and drop-off locations
  • Driver availability
  • Demand conditions
• Drivers have the right to propose a price based on these factors
• Customers may:
  • Accept the proposed price
  • Reject and wait for another offer

Karoo does not enforce fixed pricing.

• A delivery is only confirmed when:
  • The customer accepts the driver's price
  • The 25% confirmation fee is successfully paid
• Once accepted, the agreed price is considered final for that order

Karoo:

• Does not set or control delivery prices
• Does not guarantee price fairness or competitiveness
• Acts only as a facilitator between user and driver

Pricing may also be influenced by:

• Traffic conditions
• Urgency of delivery
• Special handling requirements (if accepted by driver)

Platform fee structure:

• Karoo retains applicable service fees
• Remaining amount is allocated to the driver wallet

Users acknowledge that:

• Pricing is agreed directly with the driver
• Karoo is not responsible for pricing disputes
• Karoo is not liable for:
  • Overpricing
  • Underpricing
  • Perceived value issues

Karoo is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your information when you use the Karoo platform in Egypt.

By using Karoo, you agree to the terms of this Privacy Policy.

Karoo collects the following types of data:

We use collected data to:

• Facilitate and manage deliveries
• Match users with drivers
• Enable real-time tracking
• Process payments and transactions
• Improve platform performance and routing
• Provide customer and driver support
• Prevent fraud and misuse

Karoo may share data only as necessary:

Karoo retains data:

• As long as your account is active
• As required for operational, legal, and security purposes

Karoo may retain certain data even after account deletion where required by law or to resolve disputes.

Karoo implements reasonable technical and organizational measures to protect your data.

However, no system is completely secure, and Karoo cannot guarantee absolute security.

Users are responsible for:

• Keeping account credentials secure
• Not sharing sensitive information unnecessarily

Karoo is not responsible for data exposure caused by user negligence.

By using Karoo, you agree that:

• Your location may be tracked during active deliveries
• Location data is necessary for service functionality

Karoo provides in-app communication tools (including chat) between users and drivers to facilitate delivery coordination.

By using Karoo, you acknowledge and agree that:

• Messages exchanged through the platform may be stored, processed, and reviewed
• Karoo may monitor communications for:
  • Safety and abuse prevention
  • Fraud detection
  • Dispute resolution
  • Service quality improvement

Karoo reserves the right to:

• Access chat records
• Use communication data as evidence in disputes
• Restrict or disable communication features in cases of misuse

Users must not use the chat feature for:

• Harassment, abuse, or threats
• Illegal activities
• Sharing prohibited content

Karoo may provide in-app communication tools between users and drivers.

Users agree that:

• All communications may be recorded and monitored
• Such communications may be used for dispute resolution and enforcement

Users are solely responsible for the content of their communications.

Karoo reserves the right to:

• Review messages
• Restrict or suspend accounts
• Take appropriate action in case of violations

Karoo shall not be liable for:

• Any messages exchanged between users and drivers
• Any outcomes resulting from such communications

You may:

• Request access to your data
• Request correction of inaccurate information
• Request account deletion (subject to legal and operational limitations)

Requests can be made through customer support.

Karoo may integrate with third-party services (e.g. payment providers).

Karoo is not responsible for the privacy practices of those services.

Karoo is not intended for use by individuals under 18 years of age.

Karoo may update this Privacy Policy at any time.

Continued use of the platform constitutes acceptance of updates.

For privacy-related inquiries:

• Email: support@karoo-transport.com
• Location: Egypt