Complete terms governing the use of Swvl’s services and reservations.
Effective Date: March 01, 2026
Welcome to Swvl. By accessing or booking through our website (www.swvl.com), mobile applications, partner integrations, or any other Swvl-branded channel (collectively, the “Service”), you agree to these Terms & Conditions (“Terms”). These Terms form a legally binding agreement between you (“Customer,” “you,” or “your”) and Swvl Mobility Solutions Corp. (“Swvl,” “we,” “our,” or “us”). Please read them carefully. If you do not agree to these Terms, you may not access or use the Service.
1. About Swvl
• Swvl operates a technology platform that arranges and coordinates ground transportation services.
• Swvl does not own vehicles or directly employ drivers. Transportation services are performed by licensed third-party service providers (“Providers”) operating under Swvl’s standards.
• When you book through the Service, you enter into a direct service agreement with the Provider for the actual transportation. Swvl coordinates, dispatches, monitors, and supports that service, but does not itself transport passengers.
2. Eligibility to Book
• You must be at least 18 years of age and legally capable of entering into a binding contract to book through the Service.
• By booking, you represent that you have the authority to enter into these Terms on your own behalf or on behalf of any passenger or organization for which you are booking.
• You agree to provide accurate, complete, and current booking information, including passenger names, pick-up and drop-off locations, flight or train details where applicable, and contact information. Inaccurate information may result in service delays, additional charges, or cancellation.
3. Reservations and Confirmation
• A reservation is considered confirmed only after full payment has been successfully processed and a confirmation has been issued by Swvl (by email, in-app message, or both).
• It is the Customer’s responsibility to review all reservation details upon receipt of the confirmation and to notify Swvl promptly of any errors or omissions.
• Errors in booking information that are not corrected before the scheduled service time may result in service delays, modified routing, additional charges, or the trip being treated as a No-Show under Section 5.
4. Luggage Policy
• Each passenger is permitted one standard checked piece of luggage and one carry-on, unless otherwise specified for the vehicle class booked.
• Oversized, fragile, or special items — including sports equipment, musical instruments, mobility devices beyond a standard folding wheelchair, and large strollers — must be declared at the time of booking. Failure to declare may result in the Provider being unable to accommodate the items at pick-up.
• Swvl and its Providers are not liable for loss, theft, or damage to luggage or personal items left in the vehicle or carried during the trip, except where such loss or damage is caused by the gross negligence or willful misconduct of the Provider.
5. No-Show and Waiting Policy
Swvl recognizes that travel is not always predictable. To balance Customer flexibility with Provider efficiency, the following grace periods apply from the scheduled pick-up time:
• Airport pick-ups: 45 minutes from the actual flight arrival time (as confirmed by flight monitoring) for the Customer to meet the driver at the designated meeting point.
• All other pick-ups (hotels, residences, offices, venues, ports, stations): 15 minutes from the scheduled pick-up time.
If the Customer cannot be located, has not contacted Swvl, and has not boarded the vehicle by the end of the applicable grace period, the trip will be treated as a No-Show and the full booking amount will be charged. Customers are encouraged to contact Swvl support immediately in the event of any delay.
6. Flight Monitoring
• For airport pick-ups, Providers monitor flight status using publicly available flight data and adjust the pick-up time accordingly, at no additional cost to the Customer.
• Flights that are cancelled, diverted to an alternate airport, or otherwise materially changed after the booking is confirmed are treated as a No-Show under Section 5 unless the Customer notifies Swvl in advance and the booking is modified or cancelled in accordance with Section 10.
• Swvl is not responsible for delays in the publication of flight data by third-party providers.
7. Service Fulfillment
• The vehicle category booked is guaranteed. If the originally assigned vehicle becomes unavailable, the Provider will substitute a vehicle of the same or higher class at no additional cost to the Customer.
• In the event of a vehicle breakdown, accident, or other operational issue during the trip, the Provider will arrange a replacement vehicle to complete the journey. Swvl will coordinate with the Customer to minimize disruption.
• Photographs of specific vehicles displayed on the Service are illustrative. The exact make, model, and year of vehicle may vary within the category booked.
8. Customer Responsibilities
• Be ready at the scheduled pick-up location at the scheduled time, with all luggage and travel documents.
• Treat drivers, vehicles, other passengers, and Swvl personnel with courtesy and respect. Swvl reserves the right to refuse or terminate service for abusive, threatening, intoxicated, or unsafe behavior, without refund.
• Comply with all applicable laws while in the vehicle, including seat-belt requirements, prohibitions on smoking or open alcohol, and any vehicle-specific rules communicated by the driver.
• Be responsible for any damage caused to the vehicle by the Customer or accompanying passengers (including minors), beyond ordinary wear and tear. The Provider may invoice for such damage at cost.
9. Limitations of Service
• Swvl and its Providers shall not be liable for delays, interruptions, or failures of service caused by circumstances beyond their reasonable control, including but not limited to traffic congestion, road closures, accidents along the route, severe weather, natural disasters, civil unrest, strikes, government action, or third-party system outages (collectively, “Force Majeure Events”).
• Estimated travel times displayed at the time of booking are good-faith estimates only and are not guaranteed.
• Customers are advised to book pick-ups with sufficient time buffer to reach onward connections (flights, trains, events, ceremonies). Swvl is not responsible for missed connections caused by Force Majeure Events.
Mutual understanding of these policies ensures a smooth and reliable transportation experience for all parties involved.
10. Cancellations and Refunds
• Cancellations made more than 30 days before the scheduled pick-up time are eligible for a full refund of the booking amount, less any non-refundable third-party fees clearly disclosed at booking.
• Cancellations made less than 30 and more than 15 days before the scheduled pick-up time are eligible for 50% refund, except where Swvl, in its sole discretion, determines that exceptional circumstances apply.
• Cancellations made less than 15 days before the scheduled pick-up time are ineligible forrefund, except where Swvl, in its sole discretion, determines that exceptional circumstances apply.
• No-Shows under Section 5 and bookings impacted by flight diversions under Section 6 are non-refundable.
• Refunds, when issued, are processed to the original method of payment within 7–10 business days. Bank or card processor timing may extend this window.
11. Liability
• Swvl acts solely as an intermediary platform connecting Customers with licensed third-party Providers. Swvl is not itself a transportation carrier and does not directly perform the transportation Service.
• To the maximum extent permitted by applicable law, Swvl’s aggregate liability arising out of or related to any booking shall not exceed the amount paid by the Customer for that specific booking.
• In no event shall Swvl be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to lost profits, lost revenue, missed connections, lost opportunities, or loss of data, even if Swvl has been advised of the possibility of such damages.
• Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable law.
12. Modifications to These Terms
• Swvl reserves the right to amend these Terms, its policies, or features of the Service at any time, in its sole discretion.
• Updated Terms will be published on the Swvl website with a revised effective date. Material changes will, where practicable, be communicated to active Customers by email or in-app notification.
• Continued use of the Service after updated Terms become effective constitutes acceptance of the updated Terms. If you do not agree to any update, your sole remedy is to discontinue use of the Service.
13. Governing Law and Dispute Resolution
• These Terms and any dispute arising out of or related to them or the Service shall be governed by, and construed in accordance with, the laws of the State of Nevada, without regard to its conflict-of-laws principles.
• Any dispute, claim, or controversy arising out of or relating to these Terms or the Service shall be resolved by final and binding arbitration administered in Nevada under the then-current Commercial Arbitration Rules of the American Arbitration Association (AAA).
• Each party waives any right to a trial by jury in any such dispute.
• Each party waives any right to participate in a class action, collective action, or representative proceeding. Disputes shall be resolved only on an individual basis.
• Notwithstanding the foregoing, either party may seek injunctive or equitable relief in a court of competent jurisdiction to protect its intellectual property or confidential information.
Swvl reserves the right to amend these Terms, its policies, or features of the Service at any time. Updated Terms will be published on the Swvl website (www.swvl.com) with a revised effective date. Customers are responsible for periodically reviewing the Terms to remain informed of any changes.
Customers are encouraged to purchase travel insurance to cover unforeseen disruptions, including but not limited to flight cancellations, missed connections, medical emergencies, and weather-related delays. Swvl does not offer travel insurance directly and does not endorse any specific insurance provider.
1. Help Center
Find answers to common questions about bookings, payments, and these Terms at www.swvl.com/help.
2. Report an Issue
If you experience an issue at pick-up, drop-off, or during the trip, contact Swvl support immediately through the in-app chat, by email at support@swvl.com, or by phone at the number listed on your booking confirmation. Timely reporting allows us to assist most effectively.
3. Modify a Booking
To update reservation details — including pick-up time, destination, vehicle class, or passenger information — use the Swvl app or website dashboard, or contact support. Modifications are subject to availability and may incur additional charges or be treated as a cancellation under Section 10.
4. Legal Inquiries
For legal inquiries, including questions about these Terms or the privacy of your data, contact our legal team at legal@swvl.com.
Swvl is committed to transparency and fairness in service delivery. As a Customer of the Service, you have the following rights:
• A direct service agreement with a vetted, licensed Provider for each booking.
• Reasonable data privacy protections in accordance with Swvl’s published Privacy Policy.
• Fair and transparent cancellation and refund procedures as set out in Section 10.
• The vehicle class you booked, or an upgrade at no additional cost, as set out in Section 7.
• The right to a replacement vehicle in the event of an in-trip breakdown or operational issue.
Intermediary Role
Swvl is a technology platform connecting Customers with licensed Providers. Swvl is not itself a transportation carrier. The Provider is the carrier of record and is responsible for the operation of the vehicle during the trip.
Cancellation Policy
To remain eligible for a full refund, cancellations must be made at least 24 hours in advance of the scheduled pick-up time. Cancellations within 24 hours are non-refundable, except as noted in Section 10.
Liability Limits
Swvl’s liability for any booking is strictly limited to the amount paid for that booking. Swvl is not liable for indirect or consequential damages, including missed connections or downstream travel costs.