Terms & Conditions

01 About these Terms

Welcome to Hailz. These Terms & Conditions ("Terms") are an agreement between you and Hailz (Pvt) Ltd (also referred to as "Hailz", "we", "us" or "our"), the operator of the Hailz mobile application and website.

By creating an account, booking a ride, or driving with Hailz, you confirm that you have read, understood, and agreed to these Terms, along with our Privacy Policy and Refund Policy. If you don't agree, please don't use Hailz.

We've tried to write these Terms in everyday language. If anything is unclear, message us on WhatsApp at +92 316 5025552 and we'll explain.

02 Who can use Hailz

To use Hailz you must:

• Be at least 18 years old.
• Have a valid Pakistani mobile number that you can verify by SMS or WhatsApp.
• Provide accurate personal details — fake names, fake CNICs, or other people's documents are not allowed.
• Have the legal right to enter a contract under Pakistani law.

Drivers must additionally hold a valid driving licence, valid vehicle registration, and any commercial permits required by Pakistani law. We verify your CNIC and licence before activating a driver account.

03 What Hailz is

Hailz is a Software-as-a-Service (SaaS) technology platform. Our app is the software service that connects riders who need transport with independent professional drivers who provide it. We are not a transportation company, taxi service, or employer.

This means:

• Drivers are independent contractors — they choose when and where to drive.
• Hailz does not own the vehicles or employ the drivers.
• The ride contract is between the rider and the driver. We simply facilitate it through our software.
• Drivers subscribe to the Hailz software on a flat monthly fee — the standard SaaS model. We don't take commission on individual rides.

Our vision

Hailz is built in Pakistan, for Pakistan. Our vision is to connect every Pakistani driver with every Pakistani passenger through a fair, transparent platform — and in doing so, transform the country's transport industry into a true industry-standard, world-class service that Pakistanis can be proud of. Zero commission. 100% earnings. Locally built, globally matched in quality.

04 Your account

You're responsible for keeping your account secure. Don't share your password or let anyone else use your Hailz account.

• Only one active account per person.
• You're responsible for everything that happens under your account.
• If you lose your phone or suspect someone else is using your account, contact us immediately.
• We may verify your identity at any time using CNIC, selfie, or other documents.

You can request account deletion anytime from the app or by emailing support@hailz.co. We delete personal data within 30 days, except where Pakistani law requires us to keep records longer (for example, financial records).

05 Booking a ride

When you book a ride through Hailz, you're agreeing to take that ride and pay the displayed fare. We show you the fare estimate before you confirm — there are no hidden charges or surprise surge fees added later.

The final fare may differ from the estimate if:

• You change the destination during the trip.
• You ask the driver to wait or take a longer route.
• There are extra stops or additional passengers.

Once you accept a fare and a driver is matched, a ride contract is formed between you and the driver. Cancelling after the driver has started moving toward you may incur a small cancellation fee — see Section 7.

06 Fares & payments

How fares are calculated

Fares are based on distance, estimated time, vehicle type (Economy, Premium, Bike) and the city's base rates. You see the price before booking. There is no surge pricing on Hailz.

How you pay

• Cash: pay the driver directly at the end of the trip.
• JazzCash / EasyPaisa: pay through your mobile wallet inside the app.
• Debit / credit card: saved cards charged automatically.

Negotiated fares (offer-your-fare)

On some ride types you can offer a fare and the driver can accept, decline, or counter. Once both sides agree, the agreed fare is final and binding.

Receipts & complaints

A receipt is available in your ride history. If you believe you were overcharged, please raise it within 7 days — see our Refund Policy.

07 Cancellation

Free cancellation

You can cancel for free if:

• You cancel within 2 minutes of booking.
• The driver is more than 5 minutes late from the ETA shown.
• The driver asks you to cancel.
• The driver's vehicle does not match the app.

Cancellation fee

A small cancellation fee (currently PKR 50) may apply if you cancel after the driver has been travelling toward you for more than 3 minutes. The driver receives this fee in full to cover their fuel and time.

Driver cancellation

Drivers who repeatedly cancel rides without good reason may be warned, suspended, or removed from the platform.

08 Driver rules

As a driver on Hailz, you agree to:

• Hold a valid driving licence and keep your vehicle insured and registered.
• Maintain your vehicle in clean, safe, roadworthy condition.
• Follow Pakistani traffic laws at all times.
• Treat passengers with respect — no harassment, abusive language, smoking in the vehicle, or refusal based on gender, religion, or appearance.
• Take the most direct safe route unless the rider requests otherwise.
• Not request additional payment outside of what the app shows.
• Not drive under the influence of alcohol, drugs, or anything that impairs your ability.

09 Rider rules

As a rider on Hailz, you agree to:

• Treat your driver with respect and behave appropriately during the ride.
• Pay the agreed fare promptly and in full.
• Wear a seatbelt and follow basic safety guidance.
• Not carry weapons, illegal drugs, or hazardous items.
• Not damage or dirty the vehicle. A cleaning fee may apply if you do.
• Not ask the driver to break the law (e.g. drive on the wrong side, exceed the speed limit, carry more passengers than seatbelts).

10 Safety

Hailz takes safety seriously. Drivers are CNIC-verified before activation, and rides are tracked in real time. You can share your trip with family or friends from inside the app.

If you ever feel unsafe, use the SOS button in the app or call your local emergency number (15 for Pakistan Police, 1122 for Rescue). We co-operate with law enforcement when there is a legitimate safety concern or court order.

11 Driver subscription

Hailz works on a zero-commission model. Drivers pay a flat weekly subscription to access the platform, and keep 100% of every fare they earn.

• Current rates: Bike PKR 350/wk · Rickshaw PKR 700/wk · Car Economy PKR 1,500/wk · Car Premium PKR 2,000/wk.
• The first 8 weeks are free for new drivers after their profile is approved.
• After the free period, the subscription is charged weekly in advance.
• Subscription rates are shown in the app before you start. We will give you at least 14 days’ notice before any rate change.
• If your subscription lapses, you can still complete in-progress rides but cannot accept new bookings until you renew.

For details on when subscription payments can be refunded, please see our Refund Policy.

12 Ratings & feedback

After every ride, both rider and driver can rate each other on a 1–5 scale and add a comment. Ratings help keep the community safe and respectful.

• Ratings must be honest and based only on the ride experience.
• Discriminatory or abusive comments are not allowed and will be removed.
• Drivers whose rolling rating falls below the minimum may be warned or removed.

13 Account suspension

We may suspend or close your account if you:

• Break these Terms.
• Provide false information or use someone else's identity.
• Behave in a way that is unsafe, abusive, or illegal.
• Repeatedly cancel rides or fail to pay fares.
• Try to manipulate fares, ratings, or referral rewards.

If you believe your account was suspended in error, contact us at support@hailz.co and we will review within 5 business days.

14 Our liability

Because drivers are independent contractors and Hailz is a platform, we cannot be held responsible for the personal actions of drivers or riders during a ride. However, we will always investigate complaints in good faith and take appropriate action.

To the maximum extent allowed by Pakistani law, Hailz, its directors, and employees are not liable for indirect, incidental, or consequential losses (such as missed flights, lost business opportunities, or emotional distress) arising from the use of the app.

Nothing in these Terms limits liability that cannot legally be excluded — for example, liability for fraud or gross negligence.

15 Changes to these Terms

We may update these Terms from time to time — for example, when we add new features or Pakistani law changes. We will notify you of meaningful changes through the app, by SMS, or by email at least 7 days before they take effect.

Continuing to use Hailz after an update means you accept the new Terms. If you don't agree, you can delete your account.

16 Governing law & disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any dispute that we cannot resolve directly will be handled by the courts of Lahore, Pakistan.

Before going to court, we encourage you to write to us first — most disputes can be resolved quickly through support.

17 Contact us

If you have any question about these Terms, please reach out:

• WhatsApp: +92 316 5025552
• Phone: +92 316 5025552
• Email: support@hailz.co
• Address: Hailz (Pvt) Ltd, Kick Start co-working space, 58-A2 Tipu Road, Block A-2, Gulberg III, Lahore 54000, Pakistan

Last updated: 14 May 2026. Version 1.0. Related: Refund Policy.