Hala Terms of Use

Who we are and acceptance

Hala is owned and operated by Zahra Dijla Company for Delivery and Passenger Transport Services, LLC, based in Baghdad, Republic of Iraq. The company directly provides passenger transport services and manages their delivery through Hala's passenger and driver apps, website, and connected services.

By creating an account or using any part of the service, you agree to these terms and our Privacy Policy. If you do not agree, do not use the service.

Eligibility and accounts

• Account holders must be at least 18 years old and legally capable of agreeing to these terms.
• You must provide accurate, current information and must not create an account in another person's name.
• You are responsible for protecting verification codes and your device, and for activity through your account.
• Notify us promptly if you suspect unauthorised account use.
• We may request additional documents or information for identity, safety, and compliance checks.

Booking and completing rides

• Passengers select pickup, destination, ride type, and payment method before requesting a ride.
• Ride availability and arrival time depend on vehicle supply, traffic, location, and operating conditions.
• Displayed arrival times, routes, or fares may be estimates and may change if the destination, route, waiting time, or actual conditions change.
• Passengers must be present at pickup, respect the vehicle, and avoid endangering the driver or others.
• A ride may be refused or ended where there is danger, abusive conduct, or an unlawful request.
• Hala uses vehicle locations during trips, without the driver’s name or phone number, to improve maps and calculate traffic congestion.

Fares, payments, and wallet

• The app displays the available estimated or final fare, currency, and payment method.
• Fares may account for distance, time, waiting, demand, and disclosed charges or adjustments.
• Payment may be made by cash, wallet, or an available electronic method. Card payments are also subject to the gateway's and issuing bank's terms.
• A wallet top-up is credited after the transaction is confirmed as successful. A return page alone is not final proof of payment success.
• Promotional or gift credit is not cash-withdrawable unless an offer expressly says otherwise.
• We may correct duplicate, mistaken, or fraudulent balances or transactions and document the reason.

Cancellation, no-show, and refunds

A request may be cancelled in the app while that option remains available. A disclosed cancellation, waiting, or no-show fee may apply depending on the reason and the stage reached by the ride.

Ride and wallet top-up refund requests are reviewed against the transaction status, payment gateway records, and applicable banking and legal requirements. Any amount due may be returned to the original method or Hala wallet, depending on the case, and processing time may depend on the payment provider.

Driver obligations

• Provide accurate and valid identity, driving licence, vehicle, and approval documents.
• Follow traffic laws, safety instructions, company policies, and professional conduct requirements.
• Use an approved, roadworthy, safe, and clean vehicle and never allow an unauthorised person to perform a ride.
• Do not use a phone dangerously while driving, discriminate, harass, or abuse.
• Report accidents, security issues, or expired documents immediately.

These terms do not replace a driver's separate contract, operating instructions, or employment or contractual obligations.

Safety and prohibited use

You must not use Hala for:

• Illegal activity or transport of prohibited or dangerous materials.
• Fraud or manipulation of fares, rides, balances, or payment methods.
• Abuse, threats, harassment, discrimination, or damage to people or property.
• Hacking, disrupting, copying, or accessing another person's account or data without permission.
• Submitting false documents or content that infringes another party's rights.

In an emergency, contact the relevant authority first; the app is not a substitute for police, ambulance, or emergency services.

Notifications, ratings, and support

We may send operational notices about accounts, rides, payments, and safety. Ratings and complaints must be truthful and respectful. We may review them, investigate incidents, and remove abusive or misleading content. Support communications may be recorded as needed to resolve requests and protect rights.

Suspension and termination

We may restrict, suspend, or close an account for breach of these terms, suspected fraud, safety risk, a lawful authority request, or a driver's failure to meet requirements. Where appropriate, we will explain the reason and provide an appeal route. Outstanding amounts, obligations, and records that must be retained survive account closure.

Intellectual property and third parties

Hala's name, marks, app, designs, software, and owned content are protected. Using the service does not grant a right to copy, modify, or commercially exploit them without written permission. Certain features depend on third-party maps, communications, and payment gateways; their components may also be governed by their relevant terms and policies.

Liability and events beyond control

We will provide the service with reasonable care and in accordance with law. Traffic, networks, payment systems, official action, and events outside reasonable control may affect the service. Nothing in these terms excludes liability that cannot lawfully be excluded or affects mandatory consumer rights.

Users should mitigate loss, report problems promptly, and provide information needed to investigate. Responsibility for proven direct loss will be determined according to the incident and applicable law.

Law, complaints, and updates

These terms are governed by the laws of the Republic of Iraq. The competent Iraqi courts have jurisdiction over disputes not resolved amicably, without limiting any mandatory jurisdiction under law.

We may update these terms when services or laws change. The revised version and effective date will be published here, with appropriate notice of material changes. Continued use after the effective date means you accept the updated terms.