Terms & Conditions

These Terms & Conditions (the "Terms") form a binding agreement between you ("you", "rider", "user") and Shaffl ("Shaffl", "we", "us", "the Company"), regarding your use of the Shaffl mobile application, website, customer support channels, ride booking features, and any transportation services arranged through Shaffl.

By creating an account, booking a seat, riding on a Shaffl-operated or Shaffl-partner vehicle, or using any part of the platform, you confirm that you have read, understood, and agreed to these Terms.

If you do not agree with these Terms, you may not use Shaffl.

Shaffl is a smart mobility and seat-reservation platform in Egypt. We help riders view available bus lines and schedules, reserve and confirm seats in advance, track vehicles in real time, and arrive more safely and predictably.

Shaffl is not an on-demand taxi service. It is a scheduled/shared seat service that operates on defined pickup and drop-off points, often in partnership with transport operators, companies, schools, or other institutions.

Through Shaffl you can also book flights with airlines (see Section 11), and ask our team to arrange a private ride: a vehicle just for you and your group. Private rides are arranged by our team and confirmed only after you accept a quote.

We currently operate in Egypt and are subject to Egyptian law.

You must be legally allowed to travel on public/contracted transport in Egypt.

If you are under 18, a parent/guardian or authorised institution (e.g. school) must approve your use of the service.

We may refuse service or suspend an account if we believe the account was created with false information, used abusively, or used in a way that risks safety.

You must provide accurate information (name, contact number, etc.) and keep it up to date.

You are responsible for all activity that happens under your account. Do not share your verification code or ride code with strangers.

You agree not to use another person's account without permission, not to impersonate someone else, and not to create fake or duplicate accounts for fraud.

You are responsible for arriving at the pickup point on time. The driver is not required to wait beyond the published/communicated waiting window.

A booking is only valid for the specific route, time, pickup point, and seat type shown in the app.

The driver or route supervisor may request to see your booking code or your name/phone to verify you're the correct rider.

Shaffl and the operator may adjust pickup times slightly due to traffic, road closures, police checkpoints, weather, or safety reasons.

You agree to follow all safety instructions given by the driver, Shaffl support, or route supervisor.

Harassment, verbal abuse, threats, physical intimidation, property damage, vandalism, smoking, consuming alcohol, carrying dangerous items, or any behaviour that endangers the driver or other passengers is strictly forbidden.

Prices will be shown in-app before you confirm a booking.

You agree to pay the fare shown at the time you confirm the booking.

Bus tickets are non-refundable once a booking is confirmed. If your plans change, contact us as early as you can — we will personally liaise with the operator and do our best to help, though an outcome cannot be guaranteed. Flight fares follow the airline's fare rules (Section 11). Full terms are set out in the Shaffl Cancellation & Refund Policy.

If a ride is cancelled by Shaffl or the operator, you are fully protected: you will be offered a free rebooking on the next available service or a full refund.

If you do not show up to the pickup point on time, the seat is treated as used and no assistance can be offered.

Some users access Shaffl under an agreement with a company, school, university, or other organisation. In those cases, the Institution may pay for or subsidise your seat.

For these routes, Shaffl may share attendance/usage confirmations with the Institution strictly for billing, safety, and service planning.

If your seat is funded by an Institution, that Institution may set its own internal rules. Breaching those rules may affect your eligibility to continue using that route.

We try to keep routes, schedules, and vehicles available and reliable. But service may change, be delayed, or be cancelled due to traffic, security checkpoints, breakdowns, strikes, weather, road closures, or instructions from authorities.

Shaffl does not guarantee that any route or time will always be available, or that estimated arrival times will always be accurate.

We may temporarily suspend part of the service for maintenance, safety, upgrades, or compliance with new regulations.

Shaffl processes personal data in line with Egyptian Personal Data Protection Law No. 151 of 2020, which requires explicit consent for data collection and processing.

By using Shaffl, you agree to our Privacy Policy, which explains what data we collect, why we collect it, who we share it with, how long we keep it, and your legal rights.

If you believe your data has been misused, you may contact us and/or file a complaint with the Egyptian Personal Data Protection Centre.

This section applies when you book a flight through Shaffl. Where it differs from Sections 6 and 7, this section applies to flights.

1. 1Our role: Shaffl is not an airline. We sell flight tickets as a booking intermediary: we book and issue your tickets with the airline through our flight booking supplier. Your flight is operated by the airline named on your booking.
2. 2The airline's rules: Your flight is subject to the airline's conditions of carriage and to the fare rules of the fare you booked, including baggage, changes, cancellations, refunds and no-shows.
3. 3Account: You need a Shaffl account to book a flight.
4. 4Price and payment: Flight prices are in Egyptian pounds and include taxes and airport fees. A price can change until you pay: we check the airline's live price before you pay and, if it has changed, show you the new price, and you decide whether to book. You pay by card on Kashier's secure payment page within the time shown (at most 20 minutes); nothing is booked with the airline before you pay. You can use your Shaffl Wallet balance (100 points = EGP 1); at least EGP 1 must be paid by card, and if any money is refunded, the balance you used goes back to your Wallet. Promo codes do not apply to flights.
5. 5Confirmation: After you pay, we book your flights with the airline. Your booking is confirmed when the airline issues your e-tickets; we then show it as confirmed and email your e-ticket to the contact email you gave. If the airline refuses the booking, or it can't be booked for another reason (for example, the airline's price has risen since you paid), our team either completes the booking manually or cancels it and refunds the full amount you paid to your card. A payment that reaches us after the time to pay has ended does not create a booking and is refunded in full.
6. 6Traveller details: You must enter each traveller's name exactly as it appears on their passport or National ID, in English letters, and give correct dates of birth, nationality and document details. Names cannot be changed after booking. We check these details against the airline's rules before you pay; the airline may still refuse a booking or boarding if they are wrong.
7. 7Travel documents: Each traveller is responsible for holding a valid passport or National ID, and any visa, permit or health document required by every country on the trip. On international trips we check that each passport is valid at least six months after each arrival (for an Egyptian arriving in Egypt, on the day of arrival); we do not check visas or entry requirements.
8. 8Check-in: You check in with the airline, online where it offers it or at the airport. The time the app shows to be at the airport (two hours before a domestic flight, three before an international one) is guidance; the airline's own check-in and boarding deadlines apply.
9. 9Changes and cancellations you ask for: A flight booking can't be changed in the app. You can ask our team: we'll check with the airline whether a change is possible and what it would cost, and nothing is changed or charged without your agreement. Once your e-tickets are issued, you can request a cancellation in the app before your first flight departs. Refunds follow the airline's fare rules and are set out in Section 13 of the Shaffl Cancellation & Refund Policy.
10. 10Changes and cancellations by the airline: Airlines may change flight times or cancel flights. If the airline cancels your flight, contact us with your booking reference. If you don't take an alternative the airline offers, we cancel your booking and refund the full amount you paid to the card you paid with.
11. 11No-show: If a traveller does not check in or board, the airline's fare rules decide what, if anything, can be refunded. Once the first flight of your booking has departed, a cancellation can no longer be requested in the app.
12. 12Liability: The airline is responsible for operating your flight, including delays, cancellations, denied boarding and baggage, under its conditions of carriage and applicable law.

You agree you will NOT:

• Use Shaffl for any unlawful purpose under Egyptian law.
• Interfere with or damage our systems (hacking, reverse engineering, injecting malicious code, scraping).
• Harass, threaten, or endanger drivers or other riders.
• Bring weapons, hazardous materials, or illegal substances on board.
• Use someone else's booking code to board.
• Provide misleading details to gain access to women-only, school, or restricted routes.

We may suspend, limit, or terminate your account immediately if you violate these Terms, create safety risk, engage in fraud or abuse, harass drivers/staff/riders, or damage vehicles.

We may also suspend or limit access if required by law, by a competent authority, or by an Institution that funds your seat.

You may stop using Shaffl at any time and request account closure. We may keep certain records as required by law.

Shaffl aims to work only with drivers/vehicles that meet Egyptian safety and roadworthiness requirements.

Traffic in Egypt is unpredictable. You understand and accept that delays may happen, estimated arrival times are not guarantees, and we are not responsible for indirect costs you incur due to delay.

You are responsible for keeping your personal belongings with you at all times.

Nothing in these Terms limits any non-waivable rights you have under Egyptian law, including the right to safe service, clear information, and fair treatment as a consumer.

If you have a service issue, contact Shaffl support first at support@shaffl.com or through the in-app support channel.

We will review your report and may follow up with the driver/operator.

If we cannot resolve your complaint, you may escalate to the relevant Egyptian authority. For billing disputes, you may submit a complaint to the Egyptian Consumer Protection Agency.

For privacy/data-related disputes, you may escalate to the Egyptian Personal Data Protection Centre.

SHAFFL for Smart, Tourism & Air Transport Technology Services

Legal & Compliance / Customer Support

Email: support@shaffl.com

Data Protection Officer: support@shaffl.com

Registered Address: Al-Munir Tower, Shaker St., Al-Estad, 2nd Tanta District, Gharbia, Egypt