These "Captain Terms" govern your relationship with ROVO ("ROVO") when you use the ROVO Captain app to fulfil orders. They complete the general "Terms and Conditions" and the "Privacy Policy" and prevail in everything specific to captains. By registering as a captain you accept them by binding electronic consent; we record the date you accepted and the version.
1. The relationship
- You are an independent service provider, not an employee, worker or agent of ROVO, and no employment relationship arises between you and ROVO.
- You are fully free to choose when you work ("On duty" or "Resting"), to accept or decline offers, and to work with others.
- You alone bear the costs of your activity (fuel, maintenance, phone and data, licensing, insurance) and must pay any taxes or social-insurance contributions the law imposes on you.
2. Joining and verification
- You must be 18 or older and hold a valid national ID card, a valid driving licence suited to your vehicle, a valid vehicle licence, the compulsory insurance required by law, and any permit local authorities require for your type of vehicle (such as a tuk-tuk).
- Every document, photo and detail you provide must be true, genuine and your own. Any forgery, impersonation or use of another person's documents leads to permanent suspension and a report to the competent authorities.
- ROVO may review your documents at any time, ask you to renew them when they expire, and ask for a selfie to confirm that you are the one driving.
- Nobody else may use your account or drive the registered vehicle in your place; doing so leads to permanent suspension.
3. Vehicle and safety
- Your vehicle must be roadworthy, clean and match the registered details.
- Motorcycle captains: a helmet is mandatory, and you must provide one for your passenger.
- Do not exceed the permitted number of passengers or load, and do not carry goods in passenger vehicles contrary to the law.
- Stop working at once when tired, ill or in any condition that affects your ability to drive safely.
4. Complying with the law
- You comply with the Traffic Law No. 66 of 1973 as amended, the laws governing transport services that use information technology, and all applicable laws.
- Strictly prohibited: driving under the influence of drugs or alcohol, using your phone while driving except as the law allows, and speeding.
- You alone are responsible for any traffic violation, fine, accident or damage arising from your driving or vehicle.
5. Fulfilling orders
- When you accept an order, head to the pickup at once, carry it out honestly, professionally and respectfully, and contact the customer when needed.
- If you are far behind the arrival time you accepted with and still far from the pickup — or your location has gone silent — the order moves automatically to the nearest captain and a late mark is recorded against you.
- Backing out after accepting: the order moves straight to the nearest captain, a cancellation is recorded against you and your share of the cancellation fee may be deducted — all shown to you in the confirmation window before you back out. Exceeding the daily cancellation limit pauses your orders for the period the administration sets.
- Customer no-show: you may cancel as a no-show only after waiting at the correct point for the set time and trying to call the customer; a no-show compensation may be credited to you. Falsely reporting a no-show leads to suspension.
- Store orders: take an order only after scanning the pickup code on the store's device or entering the numeric code, and checking the order number. Keep the order closed and intact and never open it, pay the store any cash due as shown in the app, deliver it to the customer and photograph proof of delivery when required.
- Combined orders: collect from the stores in the order the app sets, then deliver everything to the customer.
- Open orders: buy only the listed items, from the named place if any, within the maximum purchase; keep and photograph the receipt; the customer repays the purchases as shown on it. Any tampering with receipts or prices is fraud and leads to permanent suspension and a report.
- Reserved scheduled trips: a reservation is a commitment; you are reminded before the time and must be On duty when it is assigned. You may give it back free until the period before the time set by the administration; after that it counts as a cancellation.
6. Fares, commission and wallet
- Fares follow the pricing rules published on the Platform; ROVO's commission is deducted automatically from your wallet after each cash trip or taken from electronic payments.
- Keep at least the minimum balance set by the administration to receive orders; top up only through approved methods.
- Withdrawals are subject to a published minimum, fees and daily limits, and go to a method you own.
- Bonuses, challenges and leaderboard prizes follow their published terms; ROVO may withhold or recover them if manipulation is shown.
- ROVO may change prices or commissions after notifying you before they take effect; you may then stop using the Platform.
- Any objection to a calculation or fare is raised through "Support" within 7 days of the trip.
7. Cash
- Collect only the amount shown in the app, with no surcharge, and give the customer the change.
- You are responsible for the cash you collect and for paying ROVO's commission and amounts due to stores.
8. Professional conduct and privacy
- Treat customers and stores with respect; harassment, discrimination or abuse of any kind is prohibited.
- You may not keep or use customers' numbers or data outside the order, contact them after it ends, or photograph or record them without their consent.
- Prohibited: asking for payment off the Platform, arranging trips outside it, creating fake trips, colluding with customers or captains, using location-spoofing software, or holding more than one account.
- Do not carry any passenger or item unrelated to the order while fulfilling it.
9. Location and data
- You agree to the collection of your precise location while On duty and during trips only, even with the app in the background, with a notification shown at all times. While Resting, tracking stops completely.
- Your location and trip data are used for dispatch, fares, safety and disputes, and are provided in full to the competent authorities on request in accordance with the law.
10. SOS button and emergency contacts
- The SOS button is for genuine emergencies only; it alerts ROVO's operations room at once and sends your location to the emergency contacts you added within the monthly limit set by the administration, after which the operations room contacts them.
- You confirm you have the consent of the people you add as emergency contacts.
- Misuse of the SOS button is recorded against you, and repeated misuse leads to permanent suspension.
- ROVO is not an emergency service; in danger call the police (122) or ambulance (123).
11. Quality and ratings
- Customers rate you after trips; ROVO may set minimum ratings, acceptance rates and other quality standards and suspend captains who do not meet them after a warning.
12. Liability and indemnity
- You alone are fully responsible, civilly and criminally, for: your driving and vehicle; accidents, injuries and damage during your activity; any loss of or damage to an order or items in your care (up to their value); and any breach of the law or these terms.
- ROVO provides no insurance for vehicles, passengers or goods unless it expressly announces it in written terms.
- You will indemnify and hold ROVO harmless against any claims, fines, damage or costs arising from your acts or breaches.
13. Cooperation with the authorities
ROVO provides all your data — identity, documents, trips, location history, payments and correspondence — to the competent judicial and security authorities on request in accordance with the law, preserves evidence and reports any crime, and you consent to this.
14. Suspension and ending the relationship
- ROVO may suspend your account temporarily or permanently for breaches of these terms or the law, low quality, suspected fraud, expired documents or at the request of a competent authority — immediately in matters of safety or fraud.
- On termination, mutual balances are settled after deducting any amounts owed to ROVO, customers or stores.
- You can appeal through "Support" within 14 days, and you can end the relationship and delete your account at any time after settling your balances.
15. General
Anything not covered here is governed by the general "Terms and Conditions", including governing law, disputes and changes to the terms. If the Arabic and English versions differ, the Arabic version prevails.
Contact: support@rovo.work — 0109 650 3343 — or "Support" in the app.