MIDDLE EAST AND NORTHERN AFRICA

These guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to Users who use the Careem Rides Services offered by Careem Rides (as set out in Annex 1 to these guidelines) and Careem Captains. It also includes interactions you may have with Careem Rides employees and contractors.

Thank you for joining us to support and safeguard a welcoming environment.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to the Careem Rides Services. There will always be unforeseen events that may ultimately lead to you losing access to the Careem Rides Services—and we’ll update these guidelines regularly and provide the basis for behaviour we expect from all in the Careem Rides community. Not following any one of our guidelines can constitute a material breach or violation of the terms of your agreement with Careem Rides and may result in the loss of access to part or all of the Careem Rides Services… Please take a moment to read them.

Guidelines for all of us

Everyone who signs up for Careem Rides is required to follow these Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.

1. Treat everyone with respect

Our community is remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.

2. Help keep one another safe

We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written.

3. Follow the law

We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses our apps to do their part and adhere to applicable laws and regulations.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.

Treat everyone with respect

Treat your fellow Careem Rides users as you would like to be treated yourself: with respect.The actions you take while using the Careem Rides Service can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people when using the Careem Rides—just as you would in any public place.

For example, always try to be on time for your ride because nobody likes to wait. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself—whether it’s taking your rubbish home or cleaning up a spilt drink—you’ll help keep the car in good condition and help ensure the next person has a pleasant ride, too. Most importantly, remember that when you use Careem Rides you will meet people who may look differently or think differently from you. Please respect those differences. We believe that everyone should feel welcomed when they use the Careem Rides Services. That’s why we’ve created standards on physical contact, personal space and privacy, threatening and rude behaviour, unwanted contact, discrimination, and property damage

Physical contact

Don’t touch strangers or anyone you just met while using the Careem Rides Services. Hurting or intending to hurt anyone is never allowed.

Personal space and privacy

We all value our personal space and privacy. It’s okay to chat with other people.

Personal space and privacy should be respected. The following list provides examples of inappropriate conduct, but is not exhaustive.

• Behaviour and comments that could make people feel uncomfortable are not acceptable. Examples include nudges, whistles, and winks. Don’t touch or flirt with people you don’t know.
• Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance. Refrain from asking unrelated personal questions, such as “Are you in a relationship?” Avoid discussing your own or someone else’s private life or using explicit language.
• Physical contact is prohibited while using the Careem Rides Services, regardless of whether you know the person or they give you their consent.

Threatening and rude behaviour

Aggressive, confrontational, or harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening, or inappropriate. It is a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs.

Unwanted contact

Contact should end when the trip is complete, unless it’s to return a lost item or with mutual consent. For example, texting, calling, social media contact, visiting, or trying to visit someone in person after a trip has been completed is not allowed.

Discrimination

You should always feel safe and welcome. That’s why we don’t tolerate conduct we’ve determined to be discriminatory. Do not discriminate against someone based on traits such as their age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views or any other characteristic protected under relevant law.
For example, it is unacceptable to refuse to provide services based on characteristics like a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views or any other characteristic protected under relevant law. It is also unacceptable to rate another user—whether they’re a Careem Captain or user—based on these traits.

Careem Rides prohibits discrimination against users based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law. Such discrimination includes, but is not limited to, any user refusing to provide or accept services based on any of these characteristics. Any user found to have violated this prohibition will lose access to Careem Rides Services. Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of persons. In such jurisdictions, services provided in compliance with these laws and the relevant applicable terms are permissible under this clause.

Careem Captains using the Careem app must comply with all relevant laws governing the transportation of users with disabilities, including transporting wheelchairs and service animals.

Property damage and locking

Damaging property is never allowed. Some examples include damaging or tampering with the car requested through the Careem Rides Services; breaking or vandalising a phone or tablet; intentionally spilling food or drink; smoking in a car; or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear.

Help keep one another safe

Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age, and more.

Account sharing

Account sharing is not allowed, unless expressly permitted in our guidelines, terms, or other policies. To use the Careem Rides Services, you need to register and maintain your own active account. You should not let another person use your account, and never share your personal details, including username, password or biometric data, with anyone else. The bank account that is linked to your account must also be in your name.

People under the age of 18

You must be 18 years or older to have a user or Careem Captain account. Account holders are not allowed to request a ride for someone under the age of 18 who will not be accompanied by an adult during the ride. This section applies unless there is an express deviation in our guidelines, terms or other policies.

Extra passengers

When driving using the Careem Rides Services, no one other than a requesting user and the user’s guests are permitted in the vehicle.

When riding with the Careem Rides Services, each person on the trip is responsible for their own actions and omissions, however the account holder is ultimately responsible for the behaviour of all their guests. If you request a ride for another adult (if permitted in your area), you’re held responsible for their behaviour (and the behaviour of any child accompanying that adult) during their trip.

Vehicle information

For an easy pickup, the Careem Rides Services give users identifying information about the Careem Captains and their vehicles, including but not limited to their licence plate number, vehicle make and model, profile picture, and name. Inaccurate or outdated information creates confusion among users and can diminish their experience using the Careem Rides Services.
Careem Captains must take trips using only approved vehicles - this can be imperative to ensuring that Careem Captains, and Careem Rides are compliant with applicable laws and regulations. Careem Captains must ensure that Careem Rides always has accurate information about their vehicle.

Seat belts

Seat belt use can be the most effective way to save lives and reduce injuries related to car crashes. Every Careem Captain and user —including those in the back seat—should always buckle up. Users should always request a car that has enough seats for everyone in their party. Careem Captains and users should not take trips where the number of passengers exceeds the number of seat belts in the car, and must comply with all applicable seat belt laws. Careem Captains should decline a ride if there are not enough seats with seat belts for every passenger in their car.

Use of cameras or other video or audio recording devices

Anyone using the Careem Rides Services may choose to record all or part of a trip to the extent permitted by applicable laws, including to document an issue that they may wish to report to Careem Rides or a relevant authority. Applicable laws or regulations may require any individual using recording equipment to notify and/or obtain consent of anyone being recorded. Please check applicable laws and regulations to determine if these apply.
Broadcasting a person’s image, audio, or video recording is not allowed.

Be alert

Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road, being well rested, and watching for situations that may require quick action. We review reports of potentially unsafe driving behaviour.
Proper maintenance and upkeep
Pursuant to the terms of their agreement with Careem Rides, Careem Captains are expected to maintain their vehicles, including its brakes, seat belts and tyres, in good operating condition. This means maintaining your vehicle according to industry safety and maintenance standards and complying with all relevant laws and regulations.

Share the road

Safe roads means practising safe behaviour, which includes looking out for all travellers, regardless of how they get around.

Public emergencies

Careem Rides may take additional measures to try to preserve safety on Careem Rides Services during public emergencies, including but not limited to natural disasters, public health emergencies and public crisis situations.

For example, if Careem Rides receives notice from a public health authority that someone using the Careem Rides Services may present a potential for public harm, we may suspend the individual’s account until it is reasonably safe to allow the individual to resume using the Careem Rides Services. Similarly, we may prevent individuals in an entire city or region from using part or all of the Careem Rides Services in order to comply with guidance from authorities during a time of public health emergency, natural disaster or other public crisis situation, or when the continued availability of the Careem Rides Services might present a clear and present danger.

Follow the law

We have standards based on applicable laws and regulations that everyone must follow. For example, using the Careem Rides Services to commit or attempt to commit any crime—such as transporting drugs, money laundering, committing drug or human trafficking and breaching modern slavery laws—or to violate any other law or regulation is strictly prohibited.

Car seats

Careem Captains and users should comply with applicable laws when traveling with infants and small children. When riding with children, it’s the user’s responsibility to provide and fit a suitable car seat unless the law says otherwise.

Follow all laws

Everyone is responsible for knowing and obeying all applicable laws and regulations at all times when using the Careem Rides Services. This includes airport rules and regulations and the rules of the road, such as speed and traffic laws.

All relevant licences, permits and any other legal documents required of Careem Captains, and any other user of the Careem Rides Services, must be obtained and kept up to date. Anyone using a vehicle is required by law to maintain a valid driver’s licence and insurance. Careem Captains must also meet the applicable regulatory requirements in your area. We review reports of collisions or traffic offences that may have happened during a trip and other reports that may indicate poor, unsafe, or distracted driving while using the Careem Rides Services. Local rules about parking may limit where you can park your vehicle when waiting for users to arrive.

For users, let your Careem Captain handle the driving. For example, don’t touch the steering wheel, and don’t tamper with the gear stick or other knobs, buttons, or components that are used to operate a vehicle. Don’t ask a Careem Captain to speed or to make illegal stops, or maneuvers.
Following local rules of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction, and come to a complete stop at red lights and stop signs.

Service animals

Careem Captains must provide rides to anyone with a service animal where legally required to do so, even if the Captain has religious objections or a fear of animals. Knowingly refusing a user a trip because of their service animal will result in losing access to the Careem Rides Services unless legally permitted.

Drugs and alcohol

If you’re a Careem Captain, by law, you cannot drive while intoxicated. The law prohibits driving while under the influence of alcohol beyond the legal limits, drugs, or any other substance that impairs your ability to safely operate a vehicle. Users should not take open containers of alcohol, or be under the influence of drugs, on a trip. If you encounter a user who is too drunk or rowdy, you have the right to decline the trip for your own safety.

If you’re a user and you have reason to believe your Careem Captain may be under the influence of drugs or alcohol, ask the Careem Captain to end the trip immediately. Then exit the car and call your local authorities or emergency services. Once you have left the vehicle, please also report your experience to Careem Rides.

Firearms ban

Users and their guests, as well as Careem Captains, are prohibited from carrying firearms of any kind while using the Careem Rides Services. Our goal is to ensure that everyone has a safe and reliable ride. That’s why Careem Rides prohibits users and their guests, as well as drivers, from carrying firearms of any kind while using the Careem Rides Services. Anyone who violates this restriction may lose access to the Careem Rides Services.

Fraud
Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity (or allowing someone else to assume your identity), for example when signing in or undergoing a security check, isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing the Careem Rides Services, disputing charges or fees, and requesting credits. Only request fees, charges or refunds that you’re entitled to, and use offers and promotions only as intended. Don’t knowingly complete invalid transactions.

Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip for fraudulent purposes or otherwise; confirming trip without the intention to complete, including provoking users to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, confirming availability for, or completing fraudulent or falsified trips; actions intended to disrupt or manipulate the normal functioning of the Careem Rides Services, including manipulating the settings on a phone to prevent the proper functioning of the Services on the app, and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing fees or charges for fraudulent or illegitimate reasons; or creating improper duplicate accounts; or falsifying documents, records, or other data for fraudulent purposes.

Unacceptable activities

Careem Captains should never solicit or accept payment outside the Careem Rides Services, unless a user is utilising an option to provide payment by cash facilitated by Careem Rides.
Never use Careem Rides trademark or intellectual property without permission. If it’s required under local law to display Careem Rides-branded items, Careem Captains should only use Careem Rides-branded items that are obtained from Careem Rides Services. Careem Captains should return such Careem Rides-branded items to Careem Rides if they lose access to the Services. Careem Captains should not display Careem Rides-branded items when they are not accessing the Services. The use of unauthorised or third-party items—such as lights, placards, signs, or similar items bearing Careem Rides name or trademark—may confuse users.

Your feedback matters

If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. Please rate your experience at the end of each trip. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability helps create a respectful, safe environment. If an incident such as a traffic accident happens, you can swiftly access our support team. Simply look for the blue shield icon labeled “Safety” at the top-right corner of the screen, which opens the Safety Toolkit. From there, tap “Report Accident” for immediate support. If your ride has concluded but you have safety concerns, go to your past ride activities in the Careem App and select the ‘Report a Problem’ button.

In emergencies during an active ride, users and captains have quick access to critical resources. For users, tap on the blue shield icon at the top-right of the screen, opening the Safety Toolkit. Options include “Safety Center,” a comprehensive hub for safety information; “Share Ride Details” for live tracking; “Report Accidents” for immediate support; and “Emergency Help,” which connects you to local law enforcement. For captains, an alert button represented by a red information sign triangle at the bottom-right corner of the interface connects you to our Safety Operations Center (SOC) during an active ride.

In case of an emergency or if you find yourself in immediate danger, alert your emergency services and local authorities before notifying Careem Rides.

Ratings

After every trip Careem Captains and users may be able to rate each other on a scale of one to five stars, as well as give feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Careem Captains can see their current rating in the Feedback section of the app. Where applicable, users can see their rating displayed under their name by opening the app and touching the menu.

Where applicable, there is a minimum average rating in each city. These may vary between cities because there may be cultural differences in the way people in different cities rate each other. Careem Captains and users that don’t meet the minimum average rating for their city may lose access to the Careem Rides Services. If you lose access to the Rides Services as a result of your rating, we may share information that may help you improve your rating.

Where applicable, if you are a Careem Captain or a user, your rating is an average rating based on a specific number of rated trips determined by Careem.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Careem Rides Services. Careem Captains using the Careem Rides Services typically provide excellent service and most users are courteous and respectful, so most trips run smoothly. But we know that sometimes a trip doesn’t go well—that’s why your rating is an average rating.
If you believe an error caused you to lose access to the Careem Rides Services, you may contact the Careem Rides support team. If you lose access to your account, you may not be able to access the Careem Rides Services.

Trip confirmations

Careem Captains are independent and Careem Rides does not require anyone to log on or take any trips. If you’re a Careem Captain and you don’t want to confirm availability for trip requests, you can just log off. For Careem Captains, if you consistently decline consecutive trips in a row, our technology may assume you do not want to confirm availability for more trips or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in at any time you wish to begin confirming availability for trips again.

How Careem Rides enforces our guidelines

Losing access to the Careem Rides Services may be disruptive to your life or to your business. That’s why we believe it is important to have clear standards that explain the circumstances in which you may lose access to the Careem Rides Services. If you violate any applicable terms of use, terms of the contractual agreement you agreed to when signing up for use of the Careem Rides Services, or any of these Community Guidelines, you can lose access to the Careem Rides Services. And if you have more than one account, such as a user account and a Careem Captain account, violating the Community Guidelines could also lead you to lose access to all accounts.

Careem Rides receives feedback through a variety of channels, reviews reports submitted to our support team that may violate our Community Guidelines, and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. We may, at our sole discretion, put a hold on your account or turn your account inactive until our review is complete. There may be times, whether due to privacy reasons or as required by regulators or the police, that we are not able to share any information with you about why you may be temporarily unable to access the Careem Rides Services. We will do what we can to ensure that you are made aware of why your access has been restricted as well as resolving any investigation as quickly as possible.

Not following any one of our guidelines may result in the loss of access to all or part of the Careem Rides Services. This may include reported violations of our Community Guidelines and certain actions you may take outside of the app, including but not limited to information from other platforms, if we determine that those actions threaten the safety of the Careem Rides Services community, our employees, and contractors, or cause harm to Careem Rides brand, reputation, or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Careem Rides Services. Any behaviour involving violence, harassment, discrimination, or illegal activity while using the Careem Rides Services can result in the immediate loss of access to the Careem Rides Services. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our law enforcement guidelines.

Lastly, Careem Captains wanting to use the Careem Rides Services may undergo a screening process, including motor vehicle record check and background checks as applicable. A Careem Captain may lose access to the Careem Rides Services if any routine motor vehicle record or background checks uncover a violation of Careem Rides Community Guidelines or other criteria required by local regulators.

ANNEX 1

For trips taken in the Arabic Republic of Egypt, this Agreement establishes a contractual relationship between you and Car-eem Egypt for Smart Networks, a company established in Cairo, Egypt.

For trips taken in the Hashemite Kingdom of Jordan, this Agreement establishes a contractual relationship between you and Careem Networks Jordan PSC , a company established in Amman, Jordan.

For trips taken in the Islamic Republic of Pakistan, this Agreement establishes a contractual relationship between you and Careem Networks Pakistan (Pvt) Ltd , a company established in Karachi, Pakistan

For trips taken in the Kingdom of Bahrain, this Agreement establishes a contractual relationship between you and Careem Networks W.LL, a company established in Amwaj, Bahrain

For trips taken in the Kingdom of Saudi Arabia, this Agreement establishes a contractual relationship between you and Careem Transportation for Information Technology Ltd (One Person Company), a company established in Riyadh, KSA.

For trips taken in Baghdad, Republic of Iraq, this Agreement establishes a contractual relationship between you and Mishwar for Online Shopping Car Rental and Postal Services, a company established in Baghdad, Iraq.

For trips taken in the Kurdistan Region, Republic of Iraq, this Agreement establishes a contractual relationship between you and Aman Almishwar for Online Shopping, a company established in Kurdistan region, Iraq

For trips taken in the State of Kuwait, this Agreement establishes a contractual relationship between you and Careem Kuwait for Website Design and Management, Processing and Data Preservation; Providing services in the field of modern communications (SMS) SPC, a company established in Kuwait City, Kuwait.

For trips taken in the United Arab Emirates, this Agreement establishes a contractual relationship between you and Careem Networks FZ-LLC, a free zone limited liability company established in Dubai, United Arab Emirates.