SWVL CHARTER SERVICES TERMS & CONDITIONS FOR TRANSPORTATION RESERVATIONS
United States | Effective Date: 13/06/2026
This Terms & Conditions for Transportation Reservations agreement (the "Agreement") is entered into by and between Swvl Mobility Solutions Corp. ("Swvl," "we," "our," or "us") and you, individually and on behalf of any entity, group, or organization you represent ("Client," "you," or "your"). This Agreement governs your reservation and procurement, through Swvl's website (www.swvl.com), mobile applications, sales team, or any other Swvl-branded channel (collectively, the "Service"), of charter bus and group ground-transportation services (the "Charter Services") that are performed by independent third-party transportation companies (each, a "Charter Company" or "Provider") using their vehicles (each, a "Service vehicle"). Please read this Agreement carefully.
BY CLICKING "I AGREE," MAKING OR REQUESTING A RESERVATION, USING THE CHARTER SERVICES, OR OTHERWISE SIGNIFYING ACCEPTANCE, YOU REPRESENT AND WARRANT THAT: (A) YOU ARE AT LEAST 18 YEARS OLD AND HAVE FULL LEGAL CAPACITY AND AUTHORITY TO ENTER INTO THIS AGREEMENT FOR YOURSELF AND, IF APPLICABLE, FOR YOUR ORGANIZATION AND ALL PASSENGERS IN YOUR GROUP; (B) YOU AND YOUR ORGANIZATION CAN LAWFULLY ENTER INTO THIS AGREEMENT; AND (C) YOU HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THIS AGREEMENT. IF YOU DO NOT AGREE, DO NOT USE THE SERVICE OR THE CHARTER SERVICES.
You agree that you are fully responsible for the acts and omissions of yourself and all of your passengers, guests, and invitees (collectively, the "Passengers") aboard any Service vehicle. This Agreement contains a binding arbitration provision, a class-action waiver, a jury-trial waiver, and a one-year limitation on claims (Section 15), which affect your legal rights.
1. Role of Swvl; Intermediary Only
Swvl operates a technology platform and booking marketplace that arranges, coordinates, and processes payment for Charter Services. Swvl is not a transportation carrier, does not own or operate vehicles, and does not employ drivers. The Charter Company is the carrier of record and is solely responsible for operating the Service vehicle and performing the Charter Services.
When you book through the Service, you procure transportation from the Charter Company. Swvl acts as an intermediary that books and pays the Charter Company on your behalf and collects payment from you.
Vetting; no responsibility for performance. Swvl uses commercially reasonable efforts to engage Charter Companies that are licensed and otherwise qualified. Notwithstanding the foregoing, Swvl shall not be responsible or liable for the acts or omissions of any Charter Company or driver, including delays, late or non-arrivals, the condition or quality of any Service vehicle, driver performance or conduct, or any violation of applicable laws, rules, or regulations.
You understand and agree that payment for all Charter Services reserved through the Service is made payable to and collected by Swvl, without regard to the identity of the Charter Company that performs the Charter Services.
Swvl may, in its sole discretion and at any time, substitute any Charter Company or Service vehicle selected by or assigned to you. Such substitution may result in changes to pricing, equipment, or services, and Swvl is under no obligation to notify you of any such substitution.
Rates shown through the Service may differ (higher or lower) from rates offered by a Charter Company directly, and may include amounts retained by Swvl. Charter Company options presented to you may not include all available options and may be ranked based on factors within Swvl's sole discretion.
2. Eligibility, Authority & Accurate Information
You must be at least 18 years of age and legally capable of entering into a binding contract to make a reservation.
By making a reservation, you represent that you are authorized to enter into this Agreement on your own behalf and on behalf of every Passenger and any organization for which you are booking, and that all such persons are bound by this Agreement.
You agree to provide accurate, complete, and current reservation information, including pick-up and drop-off locations, dates and times, itinerary, Passenger count, and contact details. Inaccurate or incomplete information may result in delays, additional charges, re-routing fees, modified service, or treatment of the booking as a No-Show or cancellation under Section 5.
3. Reservations, Deposits & Confirmation
A reservation is binding on Swvl only when (i) confirmed by Swvl in writing (by email or in-app message) and (ii) the required deposit or full payment has been successfully received. Until then, the reservation, including pricing, equipment, and availability, is subject to change by Swvl.
Reservations made fourteen (14) days or fewer before the Date of Service require payment of the full Estimated Cost at the time of booking.
Balance due. Payment of the full Estimated Cost is due no later than fourteen (14) days before the Date of Service. If you fail to timely pay any deposit, balance, or other amount owed, Swvl may, in its sole discretion, (i) charge the payment method you provided for the amount due and/or (ii) cancel the reservation, in which case the cancellation charges in Section 5 apply.
Your responsibility to confirm. It is your responsibility to review all reservation details upon receipt and to notify Swvl promptly of any error or omission. Swvl is not responsible for any confirmation that is lost, blocked by a spam filter, or otherwise not received. If you do not receive a written confirmation, it is your responsibility to contact Swvl to obtain one.
Subject to the foregoing, all confirmed reservations are final, and all deposits and payments are non-refundable except as expressly provided in Section 5.
4. Rates, Payment & Additional Charges
Estimates; rate changes. Advertised and quoted rates are estimates based on the information you provide and are subject to change without notice prior to confirmation. Swvl may, up to the time of departure, notify you (by phone, text, email, or other reasonable means) of adjustments to quoted or confirmed prices or services ("Price/Service Adjustments") to accommodate itinerary changes you request or changes to the Charter Company, equipment, or services. Price/Service Adjustments are binding, and Swvl is not obligated to honor a previously quoted or confirmed price affected by such an adjustment.
Additional charges. The Estimated Cost may not include, unless clearly mentioned in official quotation, and you agree to pay, additional charges including taxes, payment-processing fees, tolls, parking, additional or extended stops, overtime, re-routing for incorrect addresses, damage to the Service vehicle, injury caused to a driver, and excessive cleaning.
Overtime. You are fully responsible for any overtime incurred. Time and charges begin when the Service vehicle arrives at the pick-up location. Overtime is charged in hourly increments at a rate determined by Swvl, plus applicable taxes and fees. Overtime availability is not guaranteed; you should build in time buffers and adhere to the agreed schedule.
Excessive cleaning. If a Service vehicle requires cleaning beyond ordinary use after your trip, you agree to pay an excessive-cleaning fee determined by Swvl in its sole discretion, with a minimum fee of $250.
5. Cancellations, Refunds & No-Shows
Cancellation tiers. Cancellation charges are calculated from the scheduled pick-up time on the Date of Service as follows:
How to cancel or change. All cancellation and change requests must be made in writing to support@swvl.com. Change requests made within seventy-two (72) hours of the scheduled start cannot be guaranteed and, if they reduce service during a non-refundable period, are subject to the cancellation charges above. Any cancellation or change charge is final and non-transferable.
No-Show. If the Service vehicle arrives at the scheduled pick-up location and the Client or designated contact cannot be located or reached within sixty (60) minutes of the scheduled pick-up time using the contact details in the reservation, the trip is treated as a No-Show, the reservation is cancelled, and you are liable for 100% of the Estimated Cost.
Refund requests / complaints. Any request for a refund or complaint regarding a completed reservation must be submitted to Swvl support within forty-eight (48) hours after the scheduled completion of the trip. Requests made after that window may not be considered, in Swvl's sole discretion.
Provider Performance Failure. If a Service vehicle breaks down or the Charter Company materially fails to perform (a "Performance Failure"), Swvl may, in its sole discretion, refund some or all of the amounts paid for the affected Service vehicle. A Performance Failure affecting one Service vehicle does not entitle you to any refund for other, unaffected Service vehicles in the same booking.
Force majeure exception. Swvl may, in its sole discretion, grant a limited cancellation exception for a Force Majeure Event (Section 10). To qualify, you must (i) demonstrate the Force Majeure Event; (ii) provide written evidence of a mandatory governmental order restricting activity; (iii) show that your pick-up, destination, or only available route is directly affected; and (iv) submit the request at least twenty-four (24) hours before scheduled departure.
6. Charter Services; Waived Conditions & Service Limitations
No independent verification. Images and information about Service vehicles are provided by the Charter Companies and may differ from the actual vehicle supplied. Swvl does not independently verify this information, and you agree that you are not relying on Swvl for it and that it is your responsibility to investigate the suitability of any Charter Company or vehicle.
Waived Conditions. You acknowledge and agree that Swvl does not guarantee, and you waive any claim against Swvl or right to a refund or to terminate this Agreement arising from, any of the following (collectively, the "Waived Conditions"):
Delays. You acknowledge that a Service vehicle and driver may arrive late or deliver Passengers later than scheduled, and you waive any claim against Swvl or the Charter Company arising from delay caused by a Force Majeure Event, including GPS malfunctions, incorrect routing information, road closures, or traffic. Route, speed, and trip-related operating decisions are made by the driver in the driver's sole discretion, subject to law.
Substitute equipment; replacement. In an Interference Event, Swvl will use commercially reasonable efforts to encourage the Charter Company to restore service or obtain a replacement Service vehicle as soon as practicable, but does not guarantee a replacement.
Special certifications. Unless agreed in writing at the time of reservation, neither Swvl nor any Charter Company is obligated to provide buses or drivers that are SPAB/school-certified, DOD-certified, or that hold special permits or certificates. Cancellation for the absence of such certification does not relieve you of cancellation charges under Section 5.
Driver hours of service. Drivers must comply with all U.S. Federal Motor Carrier Safety Administration ("FMCSA") Hours-of-Service ("HOS") regulations and other applicable laws, and may not be required to exceed them. HOS regulations generally limit driving time and on-duty time per day or shift, and remaining hours may vary, especially during peak periods. Unless agreed in writing at the time of reservation, a Charter Company is not obligated to provide more than one driver per Service vehicle. Swvl, the Charter Company, or the driver may terminate a trip without refund if any Passenger attempts to force a driver to exceed HOS limits or violate any law.
Lost items. Neither Swvl nor any Charter Company is responsible for any lost, stolen, or damaged personal items or luggage. Swvl may charge a reasonable fee for locating and returning items left on a Service vehicle.
Trip-completion confirmation. Where requested by the driver, you or your designated representative agree to enter the information requested in the Swvl application used by the driver to confirm the trip and its completion.
7. Passenger Conduct Requirements
General conduct. You are responsible for ensuring that all Passengers comply with all applicable laws, safety rules, and onboard conduct standards, and with any additional policies communicated by Swvl, the Charter Company, or the driver. Passengers must follow all reasonable instructions of the driver and Charter Company personnel.
Driver authority. The driver has full authority to address any Passenger behavior affecting safety, comfort, or compliance, including the authority to stop the vehicle or terminate the trip without refund if any Passenger conduct creates an unsafe or unlawful situation.
Prohibited conduct. Passengers may not endanger or disrupt the driver, other Passengers, or the vehicle, including through harassment, threats or abusive language, physical altercation, interfering with operation of the vehicle, moving about unsafely, or ignoring driver instructions.
Smoking and vaping. Smoking, vaping, and use of any electronic smoking device are strictly prohibited aboard all vehicles and may result in cleaning charges, fines, or termination of the trip without refund.
Illegal substances. Passengers may not possess, use, or consume any substance that is illegal under U.S. federal law or any controlled substance (other than lawfully prescribed medication for personal use), or bring any such material or contraband aboard. Violations may result in immediate termination of the trip without refund.
Alcohol. Alcohol may be consumed onboard only if permitted by applicable law and expressly allowed by the Charter Company. Where permitted, alcohol must be consumed responsibly inside the vehicle. Excessive intoxication or disorderly conduct is prohibited and may result in termination of the trip without refund.
Service and support animals. Service animals as defined under the Americans with Disabilities Act ("ADA") are permitted and must be under the handler's control and housebroken. A driver or Charter Company may require removal of an animal that becomes aggressive, uncontrolled, or unsafe. Emotional-support animals, comfort animals, and pets are not service animals under federal law and may be denied transport or allowed only at the discretion of Swvl and the Charter Company. You are responsible for any damage or cleaning costs caused by an animal in your group.
No Weapons. Firearms, ammunition, explosives, and weapons of any kind are strictly prohibited aboard all vehicles, regardless of permit. The driver may deny boarding or remove any Passenger in violation, without refund.
Damage and responsibility. Passengers must not damage, vandalize, or tamper with any vehicle, equipment, or property. You are financially responsible for the cost of repair, cleaning, or replacement, and for any losses, damages, claims, or liabilities resulting from Passenger misconduct or non-compliance with this Section 7.
8. Client Responsibilities
9. Chargebacks, Disputes & Fraud
No improper disputes. You agree not to dispute, charge back, or reverse any fee or charge that was made consistent with this Agreement, including cancellation charges, additional charges, and any amounts for which Swvl has disclaimed responsibility or that you have waived ("Improperly Disputed Amounts"). If you initiate such a dispute, you agree to pay any related financial-institution fees, reasonable attorneys' fees and expenses, court or arbitration costs incurred to enforce and collect the amount, and any other resulting damages to Swvl.
Fraudulent reservations. It is unlawful to make a reservation in a false name or with an invalid payment method with intent to defraud. If you knowingly submit false information in a reservation, including another person's identity or fabricated contact details, you agree to indemnify and be liable to Swvl and its affiliates for $10,000 per affected company, plus reasonable attorneys' fees, expenses, and court or arbitration costs. Fraudulent users may be prosecuted to the fullest extent of the law.
10. Warranties, Disclaimers & Limitation of Liability
Mutual warranties. Each party represents and warrants that it has full power to enter into and perform this Agreement, that this Agreement is a legal, valid, and binding obligation enforceable against it, and that this Agreement does not conflict with any other agreement of that party.
DISCLAIMER. EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT, THE SERVICE, THE CHARTER SERVICES, AND THE SERVICE VEHICLES ARE PROVIDED ON AN "AS IS," "AS AVAILABLE," AND "WITH ALL FAULTS" BASIS. SWVL EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, TITLE, AND ANY WARRANTY ARISING FROM COURSE OF PERFORMANCE, DEALING, OR TRADE USAGE. SWVL DOES NOT WARRANT THAT THE CHARTER SERVICES OR SERVICE VEHICLES WILL MEET YOUR REQUIREMENTS OR ACHIEVE ANY INTENDED RESULT.
EXCLUSION OF INDIRECT DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, SWVL SHALL NOT BE LIABLE TO YOU OR ANY PASSENGER FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOST PROFITS, LOST REVENUE, LOST BUSINESS, LOST DATA, MISSED CONNECTIONS, MISSED EVENTS, OR DOWNSTREAM TRAVEL OR LODGING COSTS, ARISING OUT OF OR RELATING TO THIS AGREEMENT, THE SERVICE, OR THE CHARTER SERVICES, UNDER ANY THEORY OF LIABILITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY.
LIABILITY CAP. TO THE MAXIMUM EXTENT PERMITTED BY LAW, SWVL'S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THIS AGREEMENT OR ANY BOOKING, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), WARRANTY, OR OTHERWISE, SHALL NOT EXCEED THE TOTAL AMOUNT YOU ACTUALLY PAID TO SWVL FOR THE SPECIFIC BOOKING GIVING RISE TO THE CLAIM.
Some jurisdictions do not allow certain limitations or exclusions, so some of the above may not apply to you; in such case, Swvl's liability is limited to the fullest extent permitted by law. You acknowledge that these disclaimers and limitations reflect a reasonable allocation of risk, form an essential basis of the bargain, and that Swvl could not offer the Charter Services on an economically reasonable basis without them. Nothing in this Agreement limits or excludes any liability that cannot be limited or excluded under applicable law.
Force Majeure. Neither Swvl nor any Charter Company is liable for any delay or failure to perform caused by circumstances beyond its reasonable control ("Force Majeure Events"), including traffic, mechanical breakdown, road conditions, acts or orders of governmental authority, civil or military authority, labor disputes, utility or communication failures, earthquake, fire, flood, other natural disaster, epidemic, pandemic, riot, civil unrest, or strike. Time for performance is extended for the duration of the event.
11. Indemnification
You shall indemnify, defend, and hold harmless Swvl and its affiliates, and each of their officers, directors, agents, contractors, subcontractors, licensees, and employees (collectively, the "Swvl Indemnitees"), from and against any and all third-party claims, demands, liabilities, damages, fines, penalties, losses, and costs of any kind (including reasonable attorneys' fees), whether arising from death of or injury to any person, loss of or damage to property, or otherwise, arising out of or in any way connected with: (a) any actual or alleged breach by you (including any of your employees, contractors, or Passengers) of this Agreement; (b) any violation of any law, rule, or regulation; (c) your use of the Service on behalf of yourself or any third party; (d) any failure to obtain the license rights described in Section 13; or (e) the acts or omissions of you or any of your Passengers, employees, or contractors. Swvl may, at its option, require you to assume the defense of any such claim with counsel reasonably acceptable to Swvl, or participate in the defense at your expense. Your obligations under this Section are in addition to any other liability you may have.
12. Insurance
You are encouraged to purchase travel and event insurance covering unforeseen disruptions, including cancellations, missed connections, medical emergencies, and weather-related delays. Swvl does not offer travel insurance and does not endorse any insurer. The Charter Company maintains the motor-carrier insurance required by applicable law; Swvl does not provide vehicle insurance and is not an insurer.
13. Intellectual Property & Event Marks
All content, software, and trademarks comprising the Service are owned by Swvl or its licensors and may not be used without permission.
Where you engage Swvl to provide Charter Services to an event you own, host, or sponsor (an "Event"), you grant Swvl a perpetual, fully paid, non-exclusive, royalty-free license to use your trade names, trademarks, logos, and other identifiers related to the Event (the "Marks") solely to advertise and promote that Swvl provided Charter Services to or in connection with the Event.
Where the Event is owned, hosted, or sponsored by a third party, you agree to obtain an equivalent license to that third party's marks for the same purpose, and you indemnify Swvl for any failure to do so.
14. Modifications to This Agreement
Swvl may amend this Agreement, its policies, or features of the Service at any time in its sole discretion. Updated terms will be published with a revised effective date, and material changes will, where practicable, be communicated to active Clients.
Continued use of the Service after updated terms take effect constitutes acceptance. If you do not agree to an update, your sole remedy is to discontinue use of the Service. The terms in effect at the time of your confirmed booking govern that booking.
15. Governing Law & Dispute Resolution
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT AND TO HAVE A JURY TRIAL.
Governing law. This Agreement and any dispute arising out of or relating to it, the Service, or the Charter Services are governed by the laws of the State of Nevada, without regard to its conflict-of-laws principles. This arbitration provision is governed by the Federal Arbitration Act.
Binding arbitration. Except as provided below, all claims between you and Swvl arising out of or relating to this Agreement or the Charter Services (whether or not involving a third party) will be resolved by final and binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, seated in Clark County, Nevada. Judgment on the award may be entered in any court of competent jurisdiction.
JURY-TRIAL WAIVER. EACH PARTY IRREVOCABLY WAIVES ANY RIGHT TO A TRIAL BY JURY IN ANY PROCEEDING ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE CHARTER SERVICES.
CLASS-ACTION WAIVER. YOU AND SWVL AGREE THAT EACH MAY BRING CLAIMS ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING, AND THE ARBITRATOR MAY NOT CONSOLIDATE CLAIMS OR PRESIDE OVER ANY CLASS OR REPRESENTATIVE PROCEEDING.
Judicial forum. If the agreement to arbitrate is found not to apply to a claim, that claim (other than a small-claims matter) must be brought exclusively in the state or federal courts located in Clark County, Nevada, and you consent to personal jurisdiction and venue there. Either party may seek injunctive or equitable relief to protect its intellectual property or confidential information in any court of competent jurisdiction.
Improperly filed claims. Any claim filed contrary to this Section is improperly filed. If you file such a claim and fail to promptly withdraw it after written notice from Swvl, Swvl may recover its reasonable attorneys' fees and costs up to $15,000.
One-year limitation. Any claim arising out of or relating to this Agreement or the Charter Services must be commenced within one (1) year after the claim accrues; otherwise it is permanently barred, to the extent permitted by applicable law.
This Section survives termination of this Agreement and your relationship with Swvl.
16. Miscellaneous
Severability. If any provision is found unenforceable, it shall be severed and the remainder of this Agreement shall remain in full force and effect.
No waiver. Swvl's waiver of any breach is not a waiver of any other or subsequent breach.
Assignment. You may not assign or transfer this Agreement without Swvl's prior written consent; Swvl may assign it without restriction. Any prohibited assignment is void.
Entire agreement. This Agreement is the entire agreement between the parties regarding the Charter Services and supersedes all prior understandings. Any modification must be in a writing signed by the party to be charged.
Independent contractors. No agency, partnership, joint venture, or employment relationship is created by this Agreement.
Notices. Notices to Swvl must be in writing and sent to legal@swvl.com or to Swvl's registered address. Notices to you may be sent to the contact information in your reservation.
Survival. Provisions that by their nature should survive termination will survive, including Sections 4, 5, 9, 10, 11, 13, and 15.
Contact & Support
Reservations & changes, or legal inquiries: support@swvl.com