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Terms and Conditions — EFAD GO

This is an English translation. The Arabic text is the governing version.

Operator: Efad Smart Information Technology Company
Version: 2.1
Last updated: 4 November 2026
Effective: 4 November 2026

This is the English translation of the Arabic terms. Where the two differ in
interpretation, the Arabic text prevails.

Important — please read carefully

By using the app or the Service, you confirm that you have read, understood and agreed to be bound by these Terms, including:

• the assumption of risk and release from liability in section 14;
• the limitation of liability in section 15; and
• the dispute resolution mechanism in section 26.

If you do not agree to any of these Terms, please do not use the Service.

1. The contractual relationship

Efad Smart Information Technology Company ("Efad", "the Company", "we") provides EFAD GO, a smart mobility service using electric wheelchairs, together with an app for booking, trip management and payment.

These Terms form a binding agreement between you ("the User", "you") and the Company, and govern your use of the app and the Service.

The Service includes, without limitation:

• The mobile app for booking, trip management and payment.
• The electric wheelchairs and their accessories.
• Approved handover and return points.
• Monitoring, support and customer service systems.
• Any additional features or services introduced later.

The Service is a mobility aid, provided in accordance with the laws of the Kingdom of Saudi Arabia. Any information shown in the app (estimated duration, availability, distance, instructions) is indicative and may vary with operating conditions.

2. Definitions

3. Eligibility

To use the Service you must:

• Be 18 years of age or older and have full legal capacity to contract.
• Be in a physical condition that allows safe use of the wheelchair, or be accompanied by a companion who is.
• Provide accurate, complete and up-to-date information.

Where the Service is used for a person with a disability or limited mobility, the companion confirms they are authorised to do so and assumes responsibility, together with the beneficiary, for safe use and compliance with these Terms.

4. Your account

• You must register with accurate, current details and verify your mobile number by one-time password (OTP).
• Accounts are personal and non-transferable. You may not hold more than one account without the Company's approval.
• You are responsible for protecting your credentials and device, and for all activity carried out through your account. Notify us immediately if you suspect unauthorised use.
• We may suspend or terminate an account where misuse, fraud or breach of these Terms is suspected — see section 21.
• You may delete your account at any time from app settings, as described in the Privacy Policy.

5. Booking, handover and return

1. Booking is made through the app only. A booking is not confirmed until the wheelchair is physically handed over and the trip begins.
2. Wheelchairs are collected and returned at approved handover points designated by the app or the field team.
3. The wheelchair is inspected at handover and at return, in the presence of the User or their companion, and the inspection is recorded in the system. Report any observation before starting the trip.
4. Availability may change with operating conditions and demand. We do not guarantee that a wheelchair will be available at a particular time or place.
5. We may decline handover or end a trip where use appears unsafe, or in breach of these Terms or field instructions.

6. Rules of use and safety

You agree to:

• Follow the safety instructions shown in the app and on the wheelchair, and the directions of the field team.
• Travel at a safe speed, keep to permitted routes and areas, and stay out of restricted zones.
• Not use the wheelchair under the influence of any substance affecting your ability to operate it safely.
• Not exceed the maximum load or the permitted number of occupants.
• Not tamper with the wheelchair's systems, battery or tracking devices, and not attempt to breach or gain unauthorised access to the app or our systems.
• Restrict use to the account holder who made the booking. Renting the wheelchair out, transferring its use, or allowing a third party to operate it without the Company's approval is strictly prohibited.
• Not use the wheelchair for any commercial purpose, to carry goods, or for any unlawful purpose.
• End the trip only by confirming it in the app and returning the wheelchair to an approved handover point.

In an emergency or breakdown, stop in a safe place and contact support through the app immediately.

7. Operating zone and field violations

The wheelchair must be used only within permitted areas, as defined by the app or the field team.

The following count as operational violations:

• Leaving the designated operating zone.
• Tampering with parking or charging stations, or with tracking systems.
• Attempting to disable safety features or location tracking.
• Leaving the wheelchair in an unauthorised location, or in a way that obstructs movement or endangers others.
• Transferring use of the wheelchair to a third party without approval.

Where a violation is detected, we may take one or more immediate actions: issue a warning, apply a violation fee per the tariff published in the app, end the trip remotely, suspend the account, or terminate it — in addition to claiming any actual damages arising from the violation.

8. Ending a trip and automatic charges

• You must end the trip through the app and return the wheelchair to an approved handover point.
• If the trip is not ended, or the wheelchair is left in an unauthorised location, operating charges continue to accrue automatically at the tariff published in the app, until the trip is ended or the wheelchair is recovered by the field team.
• We may apply service, transport or repositioning fees where needed, at the published tariff.
• We may end a trip automatically when the maximum usage period is exceeded or an operational violation is detected, without prejudice to our right to collect charges due up to that moment.

9. Accessories and personal belongings

• The wheelchair must be returned with all its accessories, in the condition in which it was received, allowing for normal wear.
• If an accessory is lost or damaged, we may charge the replacement value at the Company's approved price.
• You are responsible for your personal belongings. The Company is not liable for items lost or left in a wheelchair or at a handover point. Reasonable efforts are made to hold found items for a limited period and return them on proof of ownership.

10. Damage and loss

• If you damage the wheelchair or any accessory through misuse, negligence or breach of instructions, you are liable for the cost of repair or replacement, plus any associated operating costs (transport, downtime).
• If the wheelchair is lost entirely, or cannot be recovered for any reason connected to your use or negligence, you are liable to compensate the Company for the full value of the wheelchair at the Company's approved price at the time of the incident, plus any associated operating or legal costs.
• Damage is documented with an inspection report and photographic evidence. You are notified and may dispute it under section 12.
• You are not liable for technical faults or normal wear that do not result from your misuse.

11. Fees, payment and wallet

1. The tariff is displayed in the app before you confirm a booking and may include a start fee, time-of-use charges, additional operating fees, companion fees, or violation fees.

2. Payment is made through the payment methods approved in the app, from the wallet balance, or with gift cards issued by the Company.

3. Wallet balance and gift cards may be used for the Company's services only. Amounts added to the Wallet are final: the Wallet balance cannot be withdrawn, transferred to a bank account, or refunded to a card or any other payment method, and is not redeemable for cash, except where a mandatory provision of law requires otherwise.

4. Top-up offers and Bonus credit. The Company may run offers that add Bonus credit to your Wallet when you top up a qualifying amount; the amount, conditions and validity of each offer are shown in the app before you pay. Bonus credit:

   • (a) is a promotional benefit with no cash value, and is not redeemable, withdrawable or refundable in any form;
   • (b) may be used only to pay for wheelchair rental (bookings, extensions and the fees connected with a trip), and is used before the rest of your Wallet balance;
   • (c) cannot be transferred to another wallet, used to buy gift cards, donated or given as a tip;
   • (d) expires on the date shown in the app; any unused amount is then removed from the Wallet automatically, without compensation;
   • (e) if a booking or charge paid with Bonus credit is cancelled or refunded, the bonus portion returns to the Wallet as Bonus credit with its original expiry date, and is removed if that date has passed.

   The Company may change or end an offer at any time; this does not affect Bonus credit already granted.

5. A deposit or temporary hold may be taken from your Wallet balance when a trip starts; it is released back to the Wallet or settled when the trip ends, as shown in the app.

6. Prices include VAT where applicable, and a tax invoice is issued in the app for every transaction.

7. All charges are due when incurred, and we may suspend the Service where amounts remain unpaid.

8. We may change the tariff; the tariff displayed in the app at the time of booking applies to that trip.

12. Disputing charges and refunds

• You may dispute any charge within ten (10) working days of the transaction, through in-app support or by emailing support@efadgo.com.
• We will review the dispute and respond within a reasonable period, with reasons.
• Where a refund is due, it is credited to your Wallet balance. Refunds are not made to a card, bank account or any other payment method, except where a mandatory provision of law requires otherwise. Any portion originally paid with Bonus credit is returned as Bonus credit under section 11.
• Charges for a trip actually completed are non-refundable, unless an operational or technical error by the Company is established.

13. Disclaimer of warranties

The Service is provided "as is" and "as available". To the extent permitted by law, we make no express or implied warranty that:

• the Service will be uninterrupted, error-free or without delay;
• a wheelchair will be available at a particular time or place;
• indicative information in the app (estimated duration, distance, availability) is accurate; or
• the Service is fit for any particular purpose of yours.

The Service may be affected by technical, operational or regulatory factors outside the Company's control.

14. Assumption of risk and release from liability

14.1 Released Parties

The Company, its employees, directors, agents and service providers; the owners or hosts of the sites where the Service operates, within the limits of their role; and the payment and telecommunications providers connected to the Service.

14.2 Assumption of risk

You acknowledge that using a wheelchair carries inherent risks, including crowding, obstacles, variations in floor level and surface, weather conditions, technical faults, and network outages.

By using the Service you assume those risks to the extent permitted by law, and undertake to use the Service safely and in accordance with the safety instructions.

14.3 Release

To the extent permitted by law, you release the Released Parties from claims arising out of:

• breach of instructions or misuse;
• unsafe or unauthorised use;
• operating or environmental conditions beyond their control; or
• the acts of third parties.

This release does not cover wilful misconduct or gross negligence by the Company established at law, nor any right that cannot be waived under the laws of the Kingdom of Saudi Arabia.

15. Limitation of liability

To the extent permitted by law:

• The Company is not liable for indirect, consequential or incidental loss, such as lost opportunity, lost profit, or a missed appointment.
• The Company's total liability for any claim relating to a given trip is limited to the fees actually paid for that trip.
• These limits do not apply to wilful misconduct or gross negligence established at law, nor to liability that cannot be limited by law.

16. Indemnity

You agree to indemnify the Company and the Released Parties against any loss, claim, damage or expense — including reasonable legal fees — arising from your breach of these Terms or of the law, your misuse of the Service, or harm you cause to others while using it. This excludes anything arising from the Company's wilful misconduct or gross negligence.

17. Privacy

The Privacy Policy published in the app forms an integral part of these Terms and explains how your data is collected, processed and protected. By using the Service you confirm you have read it.

18. Intellectual property

The app, trade marks, logo, content, designs, software and databases are owned by or licensed to the Company. They may not be copied, modified, distributed or used for any purpose without prior written approval.

Use of the Service grants you no rights in that property, other than a limited, personal, non-exclusive, non-transferable licence to use the app for its intended purposes, ending when you stop using the Service or breach these Terms.

19. Devices and networks

You are solely responsible for providing a compatible device and a working internet connection, including any data charges or subscriptions imposed by your telecommunications provider.

The Company is not liable for service interruption or feature failure caused by poor network coverage, lack of internet connectivity, device incompatibility, or failure to update the app to a supported version.

20. User-submitted content

When you send feedback, photos, support attachments or ratings, you confirm you have the right to do so and grant the Company a non-exclusive licence to use them to operate the Service, handle your request and improve quality. Content that breaches the law or infringes the rights of others must not be submitted.

21. Suspension and termination

We may suspend or terminate an account, in whole or in part, where:

• these Terms or applicable law are breached;
• there is reasonable suspicion of fraud or misuse;
• public safety, the wheelchairs, or others are put at risk;
• amounts remain unpaid; or
• a legal or regulatory requirement applies.

We will notify you through approved channels wherever possible, with the reason and how to dispute it. You may stop using the Service at any time by deleting your account, without prejudice to amounts already due.

Provisions that by their nature survive termination continue to apply, including sections 10, 14, 15, 16, 18 and 26.

22. Force majeure

The Company is not liable for any failure or delay in performing its obligations caused by circumstances beyond its reasonable control, including natural disasters, exceptional weather, power or telecommunications outages, large-scale technical failures, government or regulatory decisions, closure of operating sites, or exceptional crowding.

23. Changes to these Terms

• We may amend these Terms from time to time; the "Last updated" date at the top changes with every revision.
• The updated version is published in the app, and users are notified of material changes before they take effect.
• Continuing to use the Service after a change takes effect constitutes acceptance of the updated version. If you do not agree, you may stop using the Service and delete your account.

24. Service suspension

We may suspend the Service or part of it temporarily for operational, technical or regulatory reasons, or for maintenance or safety, and will make reasonable efforts to give advance notice where possible.

25. General

• Severability: if any provision is invalid or unenforceable, the remaining provisions stay in force.
• No waiver: failure or delay in exercising a right is not a waiver of it.
• Assignment: you may not assign your rights or obligations under these Terms without the Company's written approval. The Company may assign them to a successor or affiliate.
• Entire agreement: these Terms, together with the Privacy Policy and the tariff published in the app, constitute the entire agreement between the parties regarding the Service and supersede any prior understanding.
• Notices: notices sent through the app, by SMS, or to the email address registered on the account are validly served.
• Language: these Terms are issued in Arabic and English. In the event of any discrepancy in interpretation, the Arabic text prevails.

26. Governing law and dispute resolution

1. Amicable resolution first: please contact us through the support channels so we can try to resolve the dispute amicably. We will review the complaint and respond within a reasonable period.
2. Governing law: the laws and regulations of the Kingdom of Saudi Arabia.
3. Jurisdiction: if the dispute is not resolved amicably, the competent courts in Jeddah, Kingdom of Saudi Arabia have jurisdiction, without prejudice to a consumer's right to approach the competent consumer protection authorities.

27. Support and contact

© Efad Smart Information Technology Company. All rights reserved.