Terms & conditions

These Terms and Conditions (the "Terms") govern your use of the ROVO apps, website and services (the "Services") provided by ROVO ("ROVO", "we"). They are completed by the "Privacy Policy", the "Captain Terms" for captains and the "Store Terms" for stores; together they form one binding agreement between you and ROVO.

By creating an account or using the Services you accept these Terms by binding electronic consent under the Electronic Signature Law No. 15 of 2004; we record the date you accepted, the version of the Terms and the device used. If you do not agree, do not use the Services.

1. Definitions

Platform: the ROVO apps (customer, captain, store), website and systems.
Customer: anyone who orders a ride, delivery, move, store order or "open order".
Captain: an independent service provider who uses their vehicle to fulfil orders through the Platform.
Store: any business offering its products on the Platform — restaurants, supermarkets, pharmacies, shops and others — including its branches and staff.
Order: any ride, delivery, move, store order, combined order or open order created on the Platform.
Wallet: a prepaid balance on the Platform used for ROVO services under these Terms.
User: anyone who uses the Platform — customer, captain or store.

2. Eligibility and account

You must be 18 or older and have full legal capacity to contract.
Your details must be true, complete and current, and the phone number must be yours or lawfully used by you.
One account per person; you may not create several accounts, or transfer, sell or share an account.
You sign in with a code sent to your phone the first time, then with your password. You are responsible for keeping your password and codes secret and for all activity on your account, and must tell us at once of any unauthorised use.
ROVO may ask you to re-verify your identity or number at any time to protect the account and other users.

3. What the Services are, and ROVO's role

ROVO is a technology intermediary platform that connects customers, captains and stores and organises orders, prices, payments and support.
Captains and stores are independent providers, not employees, agents or representatives of ROVO. ROVO does not own the vehicles and is not the seller, maker or preparer of stores' products.
ROVO takes reasonable care verifying captains and stores and monitoring quality, but does not guarantee that the Services are available at all times and places, that a captain is available, or that every user complies with the law and these Terms.
The current service area is Sohag Governorate and may change with notice.

4. Orders

Rides, deliveries and moves: set the pickup and destination accurately, be at the place on time, respect the passenger and load limits, and follow safety instructions (seat belt or helmet, depending on the vehicle).
Store orders: the store prepares the order and hands it to the captain after checking the order number and pickup code; the captain delivers it to you.
Combined order: an order from several stores collected by one captain in turn.
Open order: you ask a captain to buy a list you set from a place you choose (or the captain chooses), and you agree to pay the purchases as shown on the shop receipt plus the service fare, within the maximum purchase set by the administration.
Scheduled trips: booked for a later time; a captain may reserve one in advance, and the search for a captain starts ahead of the time as set by the administration.
ROVO may refuse or cancel any order that breaks the law or these Terms, or that raises a suspicion of fraud or a safety risk.

5. Prices and fees

You see the estimated or fixed price before you confirm. For metered rides and open orders the final price follows the actual distance and time under the published pricing rules.
Waiting fees apply to rides only, after the free waiting minutes, and are shown to you while you wait.
Stores set their own product prices and are responsible for them; delivery, service or combined-order fees may apply and are shown clearly before you confirm.
Promo codes and offers follow their published terms, cannot be exchanged for cash or gamed, and may be cancelled and recovered when abused.
ROVO points are a promotional reward with no cash value except as the published programme allows; they are not transferable, may expire and may be cancelled when abused.
Tips are entirely optional and go to the captain in full.
Prices include taxes where the law imposes them.

6. Payment and wallet

The payment methods shown on the Platform (such as cash and wallet) are available, and you must pay the full amount due for each order.
The wallet is a prepaid balance for ROVO services; it is not a bank account or deposit, earns no interest and cannot be transferred to another user.
Top-ups and withdrawals follow the limits, fees and procedures shown in the app; withdrawals go to a method owned by the account holder.
Unpaid amounts (such as an earlier cancellation fee) are added to your next order or deducted from your balance, and we may pause new orders until they are paid.
Any amount due to you is returned to your wallet by default, or to the original payment method where possible.

7. Cancellations and refunds

Before any captain accepts: cancelling is free.
After a captain accepts and before the trip starts: a cancellation fee may apply; it is shown to you exactly in the confirmation window before you cancel. It does not apply if the captain is far behind the arrival time he announced.
No-show: if the captain waits at the pickup for the set time and you do not come, he may cancel and a no-show fee may be charged to you as his compensation.
If the captain backs out after accepting: your order is not cancelled — it moves immediately to the nearest available captain, at no cost to you.
Store orders: cancelling is free until the store accepts. Once the store starts preparing, cancelling in the app is closed so that food or goods made for you are not wasted; contact support about any problem. If the store is late past its preparation time by the period the administration sets, cancelling becomes free.
Open orders: once the captain has bought the list it cannot be cancelled in the app; any disagreement is handled by support and you pay the purchases as shown on the receipt.
Problems with an order (missing, wrong or damaged item, or poor service): report it to support from the order page within 24 hours, with photos where possible. We investigate and may refund you fully or partly to your wallet, charged to the party responsible.
None of the above limits your rights under the Consumer Protection Law, bearing in mind that perishable goods (such as food) and services already performed cannot by their nature be returned unless defective.
Malicious or repeated unfounded reports, and attempts to obtain refunds fraudulently, lead to suspension and recovery of amounts paid without right.

8. Code of conduct — zero tolerance

No user may:

harass anyone in any form, use violence, threats or abuse, or discriminate on any ground;
damage a vehicle, store or property, or smoke or use drugs or alcohol in a vehicle;
order a service for an unlawful purpose, or use the Platform for any crime, fraud or money laundering;
impersonate anyone, or use an account, phone or payment method that is not theirs;
create fake orders, or manipulate offers, codes, points or ratings;
ask for or agree to complete a trip or payment off the Platform to avoid fees;
record or photograph anyone without their knowledge and consent, or publish their data or images;
misuse the SOS button or support;
game the systems: bots, data scraping, reverse engineering or location spoofing.

Breaches lead to temporary or permanent suspension, and ROVO may report them to the competent authorities.

9. Prohibited items

The following may not be ordered, carried, delivered or bought through the Services, and a captain may refuse them:

narcotics and psychotropic substances, and restricted medicines without a prescription issued to the recipient;
weapons, ammunition, explosives, fireworks and any dangerous tool;
flammable, toxic or hazardous materials (such as unsecured gas cylinders, fuel and chemicals);
stolen, counterfeit or smuggled goods, and anything whose trade is prohibited by law;
alcoholic drinks;
cash, precious metals, official documents and high-value items beyond the limits the administration allows;
live animals, except as the administration expressly allows and on its terms;
anything too large or heavy for the vehicle.

Whoever orders a prohibited item bears full civil and criminal responsibility, and ROVO will report it.

10. Ratings and content

You are responsible for any content you provide (ratings, comments, photos, voice notes, store data); it must be true, lawful and not offensive.
You grant ROVO a non-exclusive, free licence to use that content to run and improve the Services and resolve disputes.
We may remove any content that breaks these Terms, and you can report offensive content or behaviour through "Support".
Ratings go both ways: the customer rates the captain and the captain rates the customer after every trip; a comment is shown to the other side on their later trips without its author's name, and we may hide any comment that is offensive or not about the trip.
The trip chat is for communicating about the order only; using it to abuse, annoy, harass or share inappropriate content is prohibited, and the code of conduct in section 8 applies to it.

11. Safety and emergencies

ROVO is not an emergency service. In danger, call the police (122), ambulance (123) or civil protection (180) at once.
Safety features (the SOS button, emergency contacts, trip sharing, the operations room) are aids we provide with reasonable care; we cannot guarantee they work in every circumstance (for example without network coverage or battery).

12. Liability and disclaimer

Every user — customer, captain or store of any kind (restaurants, supermarkets, pharmacies, shops and others) — is solely and fully responsible, civilly and criminally, for their own acts, statements, products, vehicle and compliance with the law, and ROVO bears no responsibility for users' acts, omissions or breaches.
ROVO is not responsible for: traffic accidents and their damage (borne by whoever caused them, under the law and the vehicle's insurance); the quality, safety and ingredients of stores' products; personal items left in vehicles; delays caused by traffic, weather or causes beyond our control; or indirect or consequential damage or loss of profit.
The Services are provided "as is" and "as available". To the fullest extent the law allows, ROVO's total liability for any claim is limited to the value of the order concerned.
Nothing above excludes liability that cannot lawfully be excluded, such as fraud or gross negligence, or limits consumers' statutory rights.

13. Indemnity

You will indemnify and hold harmless ROVO, its officers and staff against any claims, damage, fines or costs (including legal fees) arising from your breach of these Terms or the law, from content you provide, or from your dealings with another user.

14. Cooperation with the authorities and preservation of evidence

ROVO cooperates fully with the competent judicial, security and regulatory authorities and provides all the data they request — including identity and account data, trips and orders, location history, payments and correspondence — in accordance with the law.
ROVO keeps Platform records for the periods the law sets, preserves related evidence when it learns of an incident that may be a crime, and may report crimes or imminent dangers on its own initiative.
You consent to this, and acknowledge that these records may be used as evidence in any investigation or dispute.

15. Suspension and termination

ROVO may suspend an account temporarily or permanently, or restrict features, for a breach of these Terms or the law, a safety risk or suspected fraud, or at the request of a competent authority; in urgent cases this may happen without prior notice.
You can appeal a suspension through "Support" within 14 days; appeals are reviewed by people.
You can delete your account at any time from "Account" ("My store" in the store app), after settling any outstanding amounts. Terms that by their nature survive termination (liability, indemnity, record keeping, governing law) continue to apply.

16. Intellectual property and licence

The Platform, its design, logos, content and software belong to ROVO or are licensed to it.
ROVO grants you a personal, limited, non-exclusive, non-transferable licence to use the apps for lawful purposes under these Terms.
You may not copy, modify, decompile or resell the Platform or use its trademarks without written permission.

17. Third-party services

The Services may include maps, payment methods and messaging or verification providers belonging to others; they have their own terms, and ROVO is not responsible for failures outside its control.

18. Changes to these Terms

We may change these Terms. The date of the last update is shown at the top; material changes are announced in the app and require your acceptance before you continue. Continuing after non-material changes means you accept them.

19. Governing law and disputes

These Terms are governed by the laws of the Arab Republic of Egypt.
Before going to court, you agree to raise any dispute with "Support" and give ROVO thirty days to try to settle it amicably.
The courts of the Arab Republic of Egypt have jurisdiction, without prejudice to your right to complain to the Consumer Protection Agency.

20. General

These Terms, the Privacy Policy and the terms for your account type are the entire agreement between you and ROVO.
If any provision is invalid, the rest remain in force.
ROVO not exercising a right is not a waiver of it.
ROVO may assign this agreement in a merger or transfer of the business; you may not assign it without our consent.
ROVO is not liable for failures caused by force majeure or circumstances beyond its control.
Notices are given in the app or by message to your registered number or e-mail and count as received when sent.
If the Arabic and English versions differ, the Arabic version prevails.

21. App store terms (Google Play and App Store)

This agreement is between you and ROVO only, not Google or Apple; ROVO alone is responsible for the apps and their content.
Google and Apple have no obligation to provide maintenance or support for the apps.
ROVO — not Google or Apple — is responsible for addressing any claim relating to the apps, including product claims, legal compliance and intellectual-property claims.
For the iOS apps, Apple and its subsidiaries are third-party beneficiaries of this agreement and may enforce it against you.
You confirm you are not located in a country subject to an embargo that prevents use of the apps, and are not on any list of prohibited parties.
You comply with applicable third-party terms when using the apps (such as your carrier's).

22. Contact us

ROVO — Sohag Governorate, Egypt

E-mail: support@rovo.work — Phone: 0109 650 3343 — or "Support" in the app.