Terms of Service

Version 2.1 · in effect from 2026-10-09

These terms are the agreement between you and UDrive ("we", "us") for your use of the UDrive app and services. By creating an account you accept them.

This English version governs. The Roman Urdu version is provided for convenience; if the two ever disagree, this one applies.

1. What UDrive is, and what it is not

UDrive is a marketplace. We connect people who want a ride, a tour or a hotel room with independent drivers and businesses who provide them.

We are not a transport company. We do not own the vehicles, we do not employ the drivers, and we do not carry you ourselves. The contract for the journey is between you and the driver. Our job is to introduce you, to give you the tools to agree a fare, to verify that the driver and the vehicle are real, and to keep a record of what happened.

This matters for what we are and are not answerable for — see section 13.

2. Who can use UDrive

• You must be 18 or older. We do not ask a customer for a date of birth, so this is something you confirm by using UDrive rather than something we check at sign-up. If we find out an account belongs to somebody under 18 we close it.
• You must give a real name and a mobile number that belongs to you.
• One account per person. Do not let anyone else use yours.
• Drivers must additionally pass verification (section 7).

Children may travel as passengers on a booking made by an adult, who is responsible for them throughout.

3. Your account

Your mobile number is your account. We send a 4-digit code to it on WhatsApp to sign you in. Anyone who can read that code can sign in as you, so keep your phone and your WhatsApp secure, and never pass the code to anybody — including anybody who claims to be from UDrive. We will never ask you for your code.

Tell us at once if you think somebody else has reached your account.

4. How a fare is agreed

UDrive prices a trip on the server and shows you a band: a minimum, a recommendation and a maximum.

• You offer a fare. You may offer the recommendation, or more, or less — but not below the minimum and not above the maximum. Whenever your app has the server's quote for that trip, those limits are enforced by us and cannot be worked around.
• Drivers nearby see your request and either accept your fare or answer with their own, which is held to the same limits.
• You choose an offer. That creates the booking and assigns that driver.
• The band is built from the distance, the time, the vehicle, the fuel price and the terrain of the route. It is not a bid for the lowest possible price: the floor exists so that a trip a driver cannot afford to make is never offered.

Fixed per-seat routes. Some Coster routes are sold at a published fare per seat. On those there is no bidding at all, by either side.

Tours are priced by each driver on their own vehicle, not by us.

The fare is what you and the driver agreed. Waiting time, extra stops, tolls or a changed destination are between you and the driver, and should be settled before they happen.

5. Paying

Rides are settled directly between you and the driver, normally in cash at the end of the trip. UDrive does not take your money for a ride and does not process card payments.

Tours require an advance of at least 20% of the total to confirm a booking. You may pay more. A confirmed tour booking may be cancelled free of charge within 5 minutes of the advance being paid; after that the tour operator's own cancellation terms apply.

Drivers pay us a commission, currently 10% of the fare, taken from the driver's commission balance when the trip starts. Drivers keep that balance topped up in the app. If the balance runs out, a driver simply stops being sent new requests — nothing is deducted from anybody's fare and trips already running are unaffected. We will tell drivers in the app before we change the commission rate.

Refunds, where they apply, are reviewed by our finance team against the booking record. A cancellation fee may be deducted where the cancellation caused a driver a real loss.

6. Cancelling

Cancelling a request before anyone has accepted costs nothing and needs no reason.

Cancelling a booking affects a driver who has committed and may already be driving to you. Do it as early as you can, and tell us why. Repeated late cancellations may cost you access to UDrive.

A driver who repeatedly accepts and then cancels may be suspended.

7. If you drive for UDrive

Verification. Before you can appear on any customer's map you must submit, and we must approve, your CNIC (both sides), your driving licence (both sides), a selfie, a selfie holding your CNIC, your vehicle's registration book (both sides) and photographs of the vehicle. Your driver record must be Approved and the vehicle Verified. What we do with those documents is in the Privacy Policy, and the short answer is: verification, and nothing else.

You confirm that

• Your licence is valid, current, and correct for the vehicle you drive.
• The vehicle is roadworthy, legally registered, and insured as the law requires.
• You have the right to use that vehicle commercially.
• You will tell us promptly if any of this stops being true.

You must not

• Let anybody else drive on your account.
• Carry passengers in a vehicle other than the one we verified.
• Ask a customer for more than the agreed fare.
• Cancel a trip in order to be paid outside UDrive.
• Drive while unfit, whether through tiredness, illness or anything you have taken.

You are an independent operator. These terms do not make you our employee, our agent or our partner, and nothing here creates a right to a minimum number of trips or to any income.

8. If you ride with UDrive

• Be at the pickup point at the agreed time, and give the driver the trip code when they arrive.
• Pay the agreed fare.
• Treat the driver and the vehicle with respect. Damage or cleaning caused by you is yours to settle.
• Do not carry anything illegal, and do not ask a driver to break the law for you.
• Do not smoke in a vehicle without the driver's agreement.

9. Things nobody may do

• Use UDrive for anything unlawful.
• Impersonate somebody else, or use a number that is not yours.
• Harass, threaten or abuse another user or our staff.
• Interfere with the app or our systems, or try to reach data that is not yours.
• Create fake bookings, fake ratings or fake accounts.
• Scrape, copy or resell any part of UDrive.

10. Tours, hotels and other listings

Tours are run by the driver who publishes them. Hotels and other businesses are run by their owners. We check what we reasonably can before a listing goes live, but we do not operate any of them, and the agreement for the tour or the room is between you and that operator.

If a listing turns out to be wrong or misleading, tell us — we will investigate and can remove it.

11. Safety

• The SOS button alerts your trusted contacts and our safety number with your name and position. Set your trusted contacts up before you need them.
• Share your trip with someone when it matters to you.
• In a real emergency, call the police or emergency services first. We are not an emergency service and cannot reach you the way they can.

12. Ratings and what you write

Rate honestly. A review must describe what actually happened. We may remove a review that is abusive, untrue, reveals somebody's private information, or has nothing to do with the trip.

What you write stays your own, but by posting it you allow us to show it inside UDrive.

13. What we are responsible for — and what we are not

We are responsible for running the platform with reasonable care: verifying drivers and vehicles before they appear, pricing trips the way this document says, keeping your data as the Privacy Policy describes, and dealing properly with complaints.

We are not responsible for the conduct of a driver, a customer, a tour operator or a hotel. They are independent. We are also not responsible for things outside our control — a road closure, weather, a landslide, a network outage, or a fault in your phone.

Nothing in this section limits liability for death or personal injury caused by our own negligence, for fraud, or for anything the law does not permit us to limit. Where we are liable for something else, our liability is limited to the fare of the trip in question.

14. Suspension and ending your account

We may suspend or remove an account that breaks these terms, that presents a safety risk, or that we reasonably believe is fraudulent. Where it is safe and fair to do so, we will tell you why and give you a chance to answer. A suspension for a safety reason takes effect immediately.

You can close your account at any time — Settings → Delete account. What happens to your data is in section 12 of the Privacy Policy.

15. Complaints

Raise it in the app first: Complaints & disputes, or a support ticket. We read the booking's own record of what happened before we decide anything, and we ask both sides. We will tell you the outcome and the reasoning.

If we cannot resolve it between us, section 16 applies.

16. Governing law

These terms are governed by the laws in force in Azad Jammu & Kashmir and, where applicable, the laws of Pakistan. The courts at Muzaffarabad, Azad Jammu & Kashmir have jurisdiction.

17. Changes to these terms

We will raise the version number and the effective date at the top, and tell you in the app before a change that matters takes effect. If you carry on using UDrive after that, you accept the new version. The current version is always readable in the app, without an internet connection, at Settings → Terms.

18. Contact

UDrive WhatsApp: 0335-6823975