Terms of Service

1. Who we are and what these terms cover

These Terms of Service ("Terms") are an agreement between Moto Deliveries, a delivery service operating in Kabul, Islamic Emirate of Afghanistan, with its office in Kabul ("Moto", "we", "us"), and every person who uses the Moto service, whether to send an item or book a ride ("Sender") or to carry items or passengers ("Rider").

Moto is a WhatsApp-based service that connects people who need something delivered or a ride within Kabul with independent riders and drivers nearby. By sending a message to Moto's WhatsApp number, registering as a Rider, or using the Moto website, you accept these Terms. If you do not accept them, do not use the service.

2. Definitions

• Order: a request placed by a Sender for a delivery, a multi-package cycle, or a passenger ride.
• Offer: a message from Moto to a Rider proposing an Order. An Offer is open for 60 seconds.
• Accepted Order: an Order a Rider has accepted through the service.
• Pickup Code: the four-digit code Moto gives to both parties; the Sender enters it to confirm that the package was handed over.
• Platform Fee: the amount Moto charges the Rider per completed delivery, shown on every Offer and deducted from the Rider's prepaid credit.
• Credit: prepaid balance a Rider holds with Moto, from which Platform Fees are deducted.
• Attempt Fee: the fixed amount, shown in the service, that a Rider earns when a delivery is completed to the door but refused or unpaid by the recipient.
• Return Protocol: the process in Section 9 by which a Rider brings an undelivered item back to the pickup point.

3. Moto is a platform, not a carrier

Moto provides the technology that connects Senders with Riders, calculates prices, passes messages between the parties and keeps records. Moto does not itself transport goods or people, does not employ Riders, and is not a party to the transport agreement that forms between a Sender and a Rider when an Order is accepted.

Riders are independent, self-employed persons who decide when to be online, which Offers to accept and how to carry out an Accepted Order, using their own vehicle. Nothing in these Terms creates an employment, agency, partnership or joint-venture relationship between Moto and any Rider or Sender.

Because Moto is an intermediary, Moto's responsibility is limited to running the platform with reasonable care, keeping accurate records and applying the rules in these Terms fairly. The Rider is responsible for the safe carriage of the item or passenger; the Sender is responsible for what is sent and for the accuracy of the information given.

4. Accounts and eligibility

1. You must be at least 18 years old and legally able to enter into a contract.
2. Your account is your WhatsApp number. You are responsible for everything sent from it. Tell us at once if your phone or number is lost or stolen.
3. One account per person. Accounts may not be sold, lent or transferred.
4. Riders must complete Moto's application, provide the documents requested (identity document, driving licence where the vehicle requires one, vehicle details, a photograph) and be approved by Moto before receiving Offers. Moto may refuse or withdraw approval at its discretion, subject to the appeal in Section 11.
5. You must give true, complete and current information and keep it updated. A Rider whose vehicle, phone number or documents change must update the profile through the service before continuing to work.
6. Moto may suspend or close an account that breaks these Terms, that is used unlawfully, that is inactive for a long period, or where required by law.

5. Terms for Senders

1. Accurate orders. You must give the correct pickup and dropoff locations, a truthful description and weight category of the item, a photograph of the package when asked, and any notes a Rider needs to find you. Prices depend on this information; a wrong weight category may lead to a re-quote or cancellation.
2. Pickup code. Hand the package to the Rider only after you have entered the Pickup Code the Rider gives you. Entering the code confirms that the package left your hands. Never share the code before the Rider is in front of you.
3. Be reachable. Keep your phone on during the Order. If the Rider arrives and cannot reach you within a reasonable time, the Order may be cancelled and a cancellation charge may apply (Section 9).
4. Recipient. You are responsible for the recipient being present and able to receive and, where the Order is cash on delivery, pay for the item. If the recipient refuses or cannot pay, the Return Protocol applies and the Attempt Fee is payable.
5. Passenger rides. The Rider will confirm arrival and the start of the trip through the service. Fares are paid to the Rider in cash at the end of the trip unless another method is offered. You must not ask the Rider to carry more passengers than the vehicle is licensed for, to drive dangerously or to break the law.
6. Multi-package orders. When you send several packages in one trip, number each package as instructed. One Pickup Code releases all packages to the Rider. Each package is delivered and paid for separately; a refused package is returned under the Return Protocol.
7. Prohibited items. You must not send anything listed in Section 7. You are responsible for any loss, fine or penalty that results from sending a prohibited item.
8. Declared value. Unless you have told Moto in writing before the Order and Moto has accepted the higher value, the value of any item is treated as no more than the limit in Section 10.
9. Fraud. If you believe a Rider is behaving suspiciously you may report it through the service (the FRAUD command). Reports are reviewed by Moto. Knowingly false reports break these Terms and may lead to suspension.

6. Terms for Riders

1. Independent work. You are self-employed. You choose when to go online and which Offers to accept. You are responsible for your vehicle, its roadworthiness, its documents and insurance, your driving licence where required, your safety equipment, fuel and all costs of your work, and for your own tax and other legal obligations.
2. Location. To receive Offers you must share a current location and be genuinely at or near that location. Moto matches Orders to the nearest suitable Rider; sharing a false location is a serious breach.
3. Accepting an Offer. An Offer is open for 60 seconds. When you accept, you agree to go to the pickup point promptly and carry out the Order as described. Do not accept an Offer you cannot fulfil. Ignoring or declining Offers is allowed and has no penalty; repeatedly accepting and then cancelling does (Section 11).
4. At pickup. Tell the Sender your Pickup Code and wait for the Sender's confirmation through the service before taking the package. Check that the package matches its photograph and count. Do not accept an item you believe is prohibited (Section 7); cancel through the service instead.
5. Carriage. Carry the item safely and directly to the dropoff. Do not open, use, delay, hand to anyone else or divert an item. For passenger rides, drive lawfully and with care, and follow the passenger's reasonable route requests.
6. At delivery. Confirm delivery through the service and collect the cash amount shown, no more. If the recipient refuses the item or cannot pay, do not leave the item: report it through the service and follow the Return Protocol (Section 9). You earn the Attempt Fee.
7. Credit and Platform Fee. Moto charges a Platform Fee on each completed delivery, shown on every Offer. The fee is held from your prepaid Credit when you accept and deducted when the delivery is completed; it is released if the Order is cancelled before pickup or if a return is confirmed. You cannot accept Offers when your available Credit is below the fee. Credit is topped up through the payment methods Moto makes available; top-ups are confirmed by Moto before they appear in your balance. Credit is not a deposit account, earns no return and is refundable only as set out in Section 15.
8. Conduct. Treat Senders, recipients and passengers with respect. No harassment, no unsafe driving, no demands for extra payment, no contact with a Sender or recipient after an Order except through the service or for a purpose related to that Order.
9. Your own compliance. You are responsible for complying with all Afghan laws that apply to your work, including traffic law, any licence or permit required for commercial carriage, and any tax obligations arising from your earnings.

7. Prohibited items and conduct

The following may never be sent through Moto. Moto may cancel any Order, refuse any Rider, and report to the authorities where required.

• Narcotics, psychotropic substances and drug paraphernalia.
• Weapons, ammunition, explosives, fireworks and their components.
• Alcohol, and any goods whose sale, possession or transport is prohibited under Afghan law or contrary to Islamic principles.
• Stolen goods, counterfeit goods, and goods without a required permit (for example medicines that require a prescription or licence, or goods subject to customs control).
• Cash, gold, jewellery, precious stones, bearer instruments and other high-value items above the Section 10 limit, unless agreed in writing beforehand.
• Hazardous, flammable, corrosive, radioactive or biological materials; live animals; human remains.
• Any item that a reasonable Rider could not safely carry on the vehicle type booked.

Prohibited conduct includes using the service for any unlawful purpose, harassment or abuse of any person, attempts to bypass the service (for example arranging a private deal with a Rider met through Moto in order to avoid fees), false reports, interfering with the platform, and creating accounts for others.

8. Prices, fees and payment

1. Quotes. Before an Order is placed, Moto shows the full price of the Order. The price shown at confirmation is the price of the Order, unless a re-quote is needed because no Rider of the priced vehicle class is available, in which case the Sender is asked to accept the new price before the Order continues.
2. Payment for deliveries. Unless another method is offered in the service, the delivery price is paid in cash by the recipient to the Rider at delivery. The Rider keeps the price and pays Moto the Platform Fee from Credit.
3. Payment for rides. The fare is paid in cash by the passenger to the driver at the end of the trip.
4. Platform Fee. The current Platform Fee and the Credit rules are shown to Riders in the service and may change with notice under Section 15.
5. Receipts. The service provides a receipt for every completed Order, available for 30 days.
6. Taxes. Prices are shown inclusive of any tax that Moto is required to collect. Riders are responsible for taxes on their own earnings.

9. Cancellations, refusals and returns

Return Protocol. When an item cannot be delivered, the Rider brings it back to the pickup location and confirms the return in the service; the Sender then confirms receipt. The Sender must be reachable at the pickup location for the return within the deadline shown in the service. A Sender who is unreachable for the return may be charged the Attempt Fee and a storage or second-attempt charge published in the service.

10. Lost or damaged items and limits of liability

1. Rider responsibility. From the moment the Sender confirms the Pickup Code until delivery is confirmed, the Rider is responsible for the item. A Rider who loses, damages or fails to return an item is liable to the Sender for its value up to the limit below, and Moto may deduct amounts owed from the Rider's Credit and pursue recovery.
2. Value limit. Unless a higher value was declared and accepted in writing before the Order, the maximum recoverable value of any item is 5,000 AFN per Order. Items worth more should not be sent without prior written agreement.
3. Moto's liability. Moto is not liable for the acts or omissions of Riders, Senders, recipients or passengers, for the contents of any package, for delays caused by traffic, weather, security conditions, road closures or events outside Moto's control, or for indirect losses such as lost profit or lost business. Where liability cannot be excluded by law, Moto's total liability to any person for all claims in a calendar year is limited to the Platform Fees Moto received in connection with that person's Orders in that year.
4. Claims. A Sender must report loss or damage through the service or to the contact in Section 15 within 48 hours of the scheduled delivery, with the receipt and photographs. Moto will investigate using its records (codes, timestamps, locations, photographs) and will facilitate settlement between the parties.
5. Passenger rides. Drivers are responsible for lawful and safe driving and for any insurance required for carrying passengers. Moto is not liable for injury, loss or damage arising from a ride.

11. Ratings, reports, suspension and appeals

1. Ratings. Senders may rate each completed Order. Moto reviews Riders' ratings in batches and may issue a warning or pause a Rider's account when ratings fall below the standard published in the service. Paused Riders cannot receive Offers until the pause is lifted.
2. Reports and flags. Cancellations with a reason, refused returns, fraud reports and rating reviews create records on the accounts involved. Moto's rules (published in the service) apply automatically: for example, a Rider who receives three reports within five Orders is suspended pending review, and a Sender with repeated no-shows or payment refusals may be blocked. False reports count against the reporter.
3. Suspension and blocking. Moto may suspend or block an account immediately where it reasonably believes there has been fraud, theft, violence, harassment, a prohibited item, a false location, or a legal requirement. Moto will tell the person the reason through the service unless the law prevents it.
4. Appeals. Any person whose account is paused, suspended or blocked may appeal within 14 days by sending APPEAL in the service or by submitting the appeal form on the Moto website. Moto will review the full record and reply within 7 working days. One appeal per decision. The decision on appeal is final within Moto, without prejudice to Section 14.
5. Credit on suspension. A suspended Rider's unused Credit is held until any open cases are closed, then refunded under Section 15 less any amounts owed.

12. Privacy and data

1. What we collect. Your WhatsApp number and name; for Riders, the application details and documents, vehicle details and photographs; for every Order, pickup and dropoff locations, notes, package photographs, codes, timestamps, messages exchanged with the service, ratings and reports; for Riders, location updates while online and Credit transactions.
2. Why. To run the service: matching, pricing, confirming handovers, paying and charging, resolving disputes, safety, and complying with law. Location is used to match Orders and to estimate arrival times; a Rider's location is shared with a Sender only as an arrival estimate, never as a live map.
3. Sharing. A Sender sees the Rider's name and vehicle; a Rider sees the Sender's name, locations, notes and package photograph, and for rides the passenger's number. Data is processed by the service providers Moto uses to operate (messaging, mapping, hosting, database), which may be located outside Afghanistan. Moto does not sell personal data.
4. Retention. Order records and receipts are kept for 30 days in the service and thereafter in Moto's archive for as long as required for accounting, disputes and legal obligations. Rider application documents are kept while the account is active and for a period after closure required by law.
5. Your choices. You may ask Moto what data it holds about you, ask for corrections, and ask for your account to be closed. Some records must be kept after closure for legal or dispute reasons.

13. Compliance with law and cooperation with authorities

1. Moto complies with the laws and regulations of the Islamic Emirate of Afghanistan, including licensing, tax and any rules applying to delivery and transport services in Kabul.
2. Moto will respond to lawful requests from competent authorities for records relating to an Order, an account or an incident, and will report incidents where the law requires it. Users agree to this.
3. Users must not use the service in any way that breaks Afghan law or that is contrary to public order or Islamic principles. Moto may refuse, cancel or report any such use.
4. Moto will publish the service in Dari, Pashto and English. In case of any difference in meaning, the Dari version prevails.

14. Disputes and governing law

1. These Terms and every Order are governed by the laws of Afghanistan.
2. Any complaint should first be raised through the service or with Moto's support contact. Moto will try to resolve it within 14 days using its records.
3. If a dispute between a Sender and a Rider, or between a user and Moto, is not resolved, the parties agree to try mediation in good faith before any other step.
4. Failing that, the competent courts of Kabul have jurisdiction.
5. Nothing in these Terms limits any right that cannot be limited by law.

15. Changes, termination, general

1. Changes. Moto may update these Terms and its published fees and rules. Material changes will be announced through the service at least 7 days before they take effect; continuing to use the service after that date is acceptance. The current version is always available on the Moto website with its date.
2. Closing your account. You may stop using the service at any time. A Rider may ask for unused Credit to be refunded when closing the account; Moto will refund within 30 days by the method the Credit was paid, less any amounts owed and any open penalties. Promotional or bonus credit is not refundable.
3. Service availability. Moto aims to keep the service running at all times but does not guarantee it. WhatsApp, mobile networks and mapping services are provided by third parties and may fail.
4. Whole agreement. These Terms, the rules and fees published in the service, and the Privacy section are the whole agreement between you and Moto. If any part is found invalid, the rest continues to apply.
5. Contact. Moto Deliveries, Kabul · WhatsApp: the number shown on motodeliveries.com · email bd.inquiries2026@gmail.com · website https://motodeliveries.com.

16. Short-form acceptance texts

These are the sentences shown at the moment of acceptance. They must link to the full Terms and be recorded with the date, time, language and version accepted.