Terms of Service

1. Accepting these terms

These terms govern your relationship with PIXELAT ("NGEEZ", "we", "us"), the company that owns and operates the N-GEEZ brand, registered in the Republic of Yemen with its office in Aden, in respect of your use of the NGEEZ rider app, the NGEEZ Captain driver app, and the website ngeez.com — together, the "Service".

By creating an account or using the Service you confirm that you have read, understood and accepted these terms, together with our Privacy Policy, which forms part of them. If you do not agree with any part of them, do not use the Service.

2. What the service is

NGEEZ is a technology platform that lets you request transport or delivery from independent captains registered with us. We do not provide the transport ourselves, and we neither own nor operate the vehicles.

The Service covers car classes (economy, comfort and a larger car), motorbike rides, and small parcel delivery. Which classes are available depends on the city, the time of day and how many captains are online; we do not guarantee that a captain is available at any given place or moment.

We are launching in Aden. We may extend, reduce or suspend the Service in any area, in whole or in part, giving as much notice as is reasonably possible.

3. Who may use it

• You must be at least 18 years old and have full legal capacity to contract.
• A captain must additionally hold a valid driving licence of the appropriate class, drive a vehicle that meets registration, insurance and inspection requirements, and pass our verification checks.
• A minor may travel on a trip booked by an adult who stays with them and remains responsible for them throughout.
• You may not use the Service if your account has previously been terminated, or if your use of it would break the law.

4. Your account and the one-session rule

Your account is created with your phone number and activated by a code sent to it. You are responsible for the accuracy of the details you enter, for keeping them current, and for everything that happens on your account.

Only one session per account may be active at a time. Signing in on a new device automatically ends the session on the previous one. This is a deliberate security measure, not a fault.

You may not share your account, hold more than one account for the same person, or let anyone we have not approved drive on a captain account. If you suspect someone else has access to your account, tell us immediately at support@ngeez.com.

5. Fares and payment

• A fixed fare. The full fare is shown to you before you confirm the request. It is based on the expected distance and time, the service class, and conditions at the moment you book. Once confirmed it binds both sides and does not change — unless you change the destination, add a stop or ask the captain to wait longer, in which case the fare is recalculated and the difference is shown to you.
• Minimum fare. Each service class has a minimum fare. No trip costs less than that, however short it is.
• Waiting time. The captain waits free of charge at the pickup point for the period shown in the app. After that, waiting is charged by the minute and added to the fare.
• How you pay. In cash to the captain at the end of the trip, or from your in-app wallet. If you pay cash you must pay the full amount shown, and the captain must give you the correct change.
• The wallet. Wallet credit is a means of payment inside the Service only. It is not a bank deposit and earns no interest. We may freeze a wallet where we suspect fraud.
• Tips. You may tip your captain from inside the app after the trip. Tips are entirely optional and go to the captain in full, with no commission taken.
• Taxes and charges. The fare shown includes any taxes or charges due under applicable law, unless stated otherwise.
• Receipts. Every trip produces a receipt in the app, and by email if you have given us an address.

6. Cancellations and refunds

• The free cancellation window. You may cancel at no charge within the short window that follows a captain accepting your request. Its length is shown in the app when you cancel.
• Cancellation fee. After that window closes, or if you are not at the pickup point by the end of the waiting period, a cancellation fee becomes due, compensating the captain for their time and the distance already driven. The amount is shown to you before you confirm the cancellation.
• If the captain cancels or fails to arrive, you are charged nothing.
• Cancelling for good reason. No fee is due where the reason lies with the captain or the vehicle — the vehicle not matching what was shown, a serious delay, or unacceptable behaviour. Report it within 48 hours and we will review it.
• Refunds. Where an amount was charged that should not have been, we return it to your wallet or to the original payment method within a reasonable time of finishing our review. A challenge to a fare must be raised within 14 days of the trip.

7. Rider conduct

• Give an accurate pickup point and destination, and be there on time.
• Check the vehicle, plate number and captain's name against the app before you get in, and give the captain your ride PIN.
• Treat the captain and the vehicle with respect, obey traffic rules, wear a seat belt, and wear a helmet on motorbike trips.
• Do not use the Service for any unlawful purpose, and do not bring prohibited or dangerous goods into the vehicle.
• Do not smoke in the vehicle, and do not damage or unusually soil it. Where your conduct causes damage or requires exceptional cleaning, we may charge you the reasonable, documented cost.
• Do not exceed the number of passengers the service class allows.
• Pay the fare due, in full, by the method you chose.

8. Captain conduct

• Keep your driving licence, vehicle registration and insurance valid, and update them in the app before they expire.
• Drive only the vehicle registered and approved on your account, and never let anyone else use your account.
• Obey traffic law, never drive under the influence of anything that impairs you, and do not hold a phone while driving.
• Charge only the fare shown in the app. Never ask a rider for money outside it.
• Start the trip only after entering the correct ride PIN, and end it at the actual destination.
• Do not cancel accepted trips without good reason, and never refuse or treat a rider differently on discriminatory grounds.
• Hand anything left in your vehicle to support at the earliest opportunity.
• Pay the commission due to us, and settle cash collected according to the agreed settlement cycle.

9. Captains are independent partners

A captain is an independent partner contracting on their own account. A captain is not our employee, worker or agent, and nothing in these terms creates an employment relationship, partnership or joint venture between us.

It follows that the captain decides when to work, when to stop and which requests to accept; is responsible for the vehicle, its running costs and its insurance; is responsible for any taxes or charges due from them under applicable law; and is responsible for driving safely and for their own conduct during a trip.

Our role is to provide the technology that connects captains with riders, to calculate fares and commission, and to provide support.

10. Safety and emergencies

• Ride PIN. A trip starts only once the captain enters the four-digit PIN shown to the rider, which confirms you are in the right vehicle.
• Trip sharing. A rider can send a live link showing their location and trip details to anyone they choose.
• SOS button. The in-app SOS button alerts our safety team and sends them your location and trip details. It is not a substitute for calling the police or an ambulance when you are in immediate danger — call the emergency services first.
• Reports. We review every report of dangerous or unacceptable behaviour, and may suspend the account concerned immediately as a precaution while we do.
• Lost property. Tell support as soon as you can about anything left in a vehicle. We will try to reach the captain and help get it back, but we cannot guarantee its return.

11. Parcel delivery

Parcel delivery is subject to everything above, plus the following.

• The sender is fully responsible for the contents of the parcel, for those contents being lawful, for packing it adequately, and for the accuracy of the recipient's name, address and phone number.
• Prohibited items. You may not send cash, gold, jewellery or negotiable instruments; weapons or ammunition; narcotics or other controlled substances; flammable, explosive or corrosive materials; living creatures; perishable or strong-smelling goods; irreplaceable original documents; or anything that is unlawful.
• A captain may inspect a parcel before accepting it and may refuse to carry it where they suspect it breaches these rules. Doing so is not a breach on the captain's part.
• Proof of delivery. Delivery is recorded in the app against the recipient's name, together with a delivery code or a photo of the parcel handed over. If the recipient cannot be reached, the captain contacts the sender, and a return fare may become due.
• Our liability for a lost or damaged parcel is capped as set out in clause 13. Do not send anything worth more than that cap without a separate written agreement with us beforehand.
• A claim for damage or shortage must be raised within 24 hours of the recorded delivery time.

12. Suspension and termination

We may restrict, suspend or terminate your account, in whole or in part, where: you breach these terms; we have reasoned grounds to suspect fraud or abuse; you cancel repeatedly or attract serious complaints; there is a risk to anyone's safety; a captain's documents have expired; you owe us money that remains unpaid; or a competent authority orders it.

We will tell you why and how to appeal, unless a legal restriction or a safety consideration prevents us. Appeals go to support@ngeez.com.

You may stop using the Service and delete your account at any time, as described on the account deletion page. Termination by either side does not affect amounts already due, nor clauses that by their nature survive it, such as limitation of liability and governing law.

13. Limitation of liability

We will provide the platform with reasonable care. We do not warrant that it will be uninterrupted or error-free, that a captain will be available, that estimated arrival times will be accurate, or that third-party maps and routes will be correct.

Because the transport itself is provided by an independent captain, our liability for a captain's conduct, the condition of their vehicle or a road traffic accident is limited to what results from our own failure in selecting or verifying that captain.

Subject to the paragraph below, our total liability to you for any claim does not exceed the fare of the trip the claim concerns; for parcel claims it does not exceed ten times the delivery fare. We are not liable for indirect or consequential loss, such as lost profit or lost opportunity.

Nothing in this clause limits our liability for fraud or gross negligence, for death or personal injury caused by our fault, or for any liability that applicable law does not permit us to exclude or limit.

14. Governing law and disputes

These terms are governed by and construed in accordance with the laws of the Republic of Yemen.

If a dispute arises we will first try to settle it amicably: write to support@ngeez.com setting out the issue, and we will reply within 30 days. If an amicable settlement is not reached, the competent courts of the city of Aden have jurisdiction.

If any provision of these terms is held invalid or unenforceable, the rest remain in force, and the invalid provision is replaced by the closest valid equivalent.

15. Changes to these terms

We update these terms when the Service or the rules that apply to it change. The current version always lives on this page, with the effective date above updated.

Where a change is significant — how fares or cancellation fees are calculated, or the limits of liability — we will tell you in the app or by phone or email a reasonable time before it takes effect. Continuing to use the Service after that date means you accept it. If you do not, you can delete your account before then.

16. How to reach us

PIXELAT — N-GEEZ
Aden, Republic of Yemen
Email: support@ngeez.com
WhatsApp support: from inside the app, Menu → Help.