Terms of Use for Riders and Account Holders

Last updated: 2026-10-19 · The Arabic text prevails if the two versions differ.

1. Who we are and what Ma'ay is

Ma'ay is operated by Muscat Investment Center LLC (CR 1299785) ("Ma'ay", "we"). Ma'ay is a platform that matches account holders (mothers and legal guardians) with approved, independent women drivers who run regular school, nursery, college and work trips.

Ma'ay does not itself drive. The transport service is provided by the driver under her own contract. Ma'ay vets drivers, manages matching, collects payment, supports the run and responds to safety events.

2. Accepting these terms

By creating an account you confirm you are an adult, you have read these terms and the Privacy Policy, and you accept them. We record the version you accepted and when. If we change the terms in a material way, we ask you to accept the new version before you continue. Arabic prevails.

3. Your account

• You sign in with your phone number and a one-time code sent by WhatsApp (email is a fallback). Keep your phone and code private. Tell us at info@maay.om at once if you suspect misuse.
• One phone number holds one app role: account holder or driver.
• Adding or replacing a saved card, or switching on auto-pay, needs a fresh one-time code. If you sign in on a new device we send a WhatsApp notice.
• Give true information and keep it current.

4. Riders and children

• You may add yourself and your children as riders. You confirm you are the parent or legal guardian of every child you add and that you consent to their data being used as the Privacy Policy describes.
• Eligibility: boys are eligible up to and including Grade 4 (age is recorded). Girls are eligible at any age.
• Maximum riders per trip: school 4; college and work 3; nursery 4.
• You must tell the driver and us about anything she needs to know to carry the rider safely (health, allergies, special help).

5. Choosing a driver

• Zones: requests are accepted only in enabled zones. A request outside them joins a waitlist and we tell you when the zone opens.
• Pro: up to 10 top-rated eligible drivers are invited; you compare up to 5 quotes within the acceptance window and may open each driver's profile. A quotation fee (default OMR 10, once per contract) is collected with the first payment.
• Standard: the system picks an eligible driver at random and sets the price at the route cap. You do not choose the driver. An admin fee (default OMR 5, once per contract) is collected with the first payment.
• Pilot: during the pilot (January to February) no quotation or admin fees apply.
• Quotation fee again: if a Pro rider wants a different driver, the fee is charged again, except where the change follows a complaint that operations upheld.
• The price is capped by a formula set by Ma'ay; a driver cannot quote above the cap.
• A quote or assignment that you do not accept in time expires.

6. Contract, price and VAT

• When you accept, a contract is created with the driver's name, vehicle, schedule, price and period. It is active once the first payment succeeds. You and the driver see each other's contact details only then.
• Contract types: monthly, per school term, or annual. Term and annual contracts may be paid as one sum or by instalments.
• Prices shown include VAT; VAT is shown separately on the tax invoice.
• The platform's gateway fee is carried by Ma'ay, not charged to you.

7. Payment

• Payment is made in advance for the whole contract period (or the first instalment), through our licensed payment gateway. No cash is handled in the app.
• Card details are entered only on the gateway's page. We keep a token reference, the brand, the last 4 digits and the expiry, never the full number or security code.
• Renewal is manual by default. Before a contract ends we remind you 7 days and 3 days before and on the end date. You renew in the app or through a WhatsApp link with a payment option. Links expire after 7 days.
• Auto-pay is optional. If you switch it on for a contract, we charge your saved card for that contract's invoices and instalments. You may switch it off or remove the card at any time.
• Failed instalments: we retry on day 0, day 2 and day 4. If still unpaid on day 7, service may be suspended.
• You may renew with the same driver at any time at no new fee while she has your seat free. If you skip a renewal (for example over summer) you may renew later with the same driver if she still has the seat.

8. Cancellation and refunds

• If you cancel, nothing already paid is refunded. Cancellation takes effect at the end of the paid period.
• Refunds happen only for bad service, with management approval. Send the complaint through the app or info@maay.om; supervisors investigate. If the complaint is upheld you can choose a new driver without the quotation fee, and management may approve a refund or credit in whole or part.
• Your own absence: if your rider will not travel, mark the absence in the app in advance. There is no compensation for your own absence.
• Driver absence: the driver must tell supervisors in advance. A backup driver covers the trip, or if none is available, management approves compensation.
• Nothing here limits any right you have under Omani consumer law.

9. During the trip

• The driver shares her live location with you during the run. You are notified when your rider boards, or is marked no-show, and when she is dropped off.
• Be ready at the agreed place and time. A no-show may still be charged under the contract.
• Please rate the driver at the end of a trip (1 to 5 stars and a comment). Be truthful and respectful.
• The driver may record behaviour notes about a rider. You are warned in the app that after more than 3 notes you cannot place new requests and amounts already paid are not refunded if the behaviour repeats. This block is applied automatically by the system; a supervisor may lift it, and you may ask for a person to review it.
• In-app chat with the driver is available only while the contract is active and is visible to our operations team.

10. Safety and SOS

• The SOS button is available to riders and drivers during an active run. When SOS is confirmed, the app dials 9999 (Royal Oman Police) immediately and alerts Ma'ay operations at the same moment, and sends the location, trip and people on board to operations and your trusted contacts. Operations opens an incident record.
• SOS is for real emergencies. Misuse may lead to suspension.
• Ma'ay is not an emergency service. Call 9999 in an emergency.
• Up to 2 trusted contacts can be added. You must have their consent.

11. Rules of conduct

You must treat drivers and staff with respect, not harass, threaten or discriminate, not share the driver's personal details outside the service, not ask a driver to break traffic law, and not use the app for anything unlawful. We may suspend or end an account that breaks these rules, and amounts paid are not refunded where the behaviour is serious or repeated.

12. Our responsibility

• Drivers are independent contractors, not our employees. We vet drivers (documents, police clearance, interview, vehicle and insurance checks) and monitor documents' expiry, but we cannot guarantee that every trip will be perfect.
• The driver's vehicle must carry insurance covering the driver and passengers.
• We are responsible for what the law makes us responsible for.

13. Your data

How we use your and your children's data is in the Privacy Policy. In short: your location is used at three moments only (the pickup point you set, the point you give if you join a zone waitlist, and your phone's position if you press SOS); the driver's location is shared during runs only; police certificates are never shown to you; marketing is off unless you opt in.

14. Changes, ending and law

• We may update the app and these terms; material changes need your acceptance.
• You may stop using Ma'ay at any time, subject to section 8. We may suspend or end your account for breach of these terms.
• These terms are governed by the laws of the Sultanate of Oman.

15. Contact

info@maay.om. Muscat Investment Center LLC, CR 1299785.