Terms of use

1. The service

The service is provided by Laffa Egypt ("Laffa"). Laffa is a technology platform that connects passengers with independent, verified TukTuk captains. Laffa is not a transport company, does not employ captains and does not own the TukTuks.

2. Eligibility and accounts

• You must be 18 or older to create an account.
• Accounts are created with an Egyptian mobile number and a one-time code. You are responsible for your device and for everything done from your account, and must tell us immediately about any unauthorised use.
• One account per person. Accounts may not be transferred or shared — in particular a captain account: nobody other than the verified captain may drive the TukTuk on Laffa trips.
• Laffa may suspend or block accounts that breach these terms or harm others, with the option to appeal through support.

3. Booking and fares

• Laffa Now: the system sets the fare from a base fare, per-kilometre and per-minute rates, a minimum fare, the service zone, time of day, a demand multiplier and promotions. The fare is shown before you confirm, and the pricing rules used are stored with every trip.
• Laffa Offer: the passenger proposes a fare and the captain may accept, decline or counter-offer. The agreed fare binds both parties once the passenger confirms.
• The final fare may differ from the estimate when the destination changes, stops are added or waiting exceeds the allowance, under rules published in the app.
• The currency is the Egyptian pound (EGP).

4. Trip PIN and execution

A trip PIN is generated after a captain is assigned. The trip does not start until the system verifies the PIN. Both parties agree to meet at the agreed pickup point and to behave respectfully throughout the trip. A captain may not start a trip without the PIN, and a passenger may not give the PIN to anyone other than the assigned captain.

5. Cancellation

• Either the passenger or the captain may cancel before the trip starts. A cancellation fee may apply after the captain has arrived or after a grace period published in the app.
• Repeated or abusive cancellations are reviewed and may lead to account suspension.

6. Payments

• Payment methods: cash, bank card, mobile wallet, Laffa wallet.
• Online payments are processed by payment providers licensed by the Central Bank of Egypt; Laffa treats a payment as successful only when the provider confirms it.
• Refund requests are handled through support under the refund policy published in the app.

7. Captains: sign-up and verification (KYC)

• To take trips you must complete sign-up: personal details, national ID photos (front and back), a selfie, a valid driving licence, the TukTuk licence and government papers, TukTuk details and four photos, settlement details, and acceptance of these terms.
• The captain confirms that every document is genuine, valid and their own, and that the TukTuk is licensed and insured as the law requires. Forged documents lead to rejection or a permanent block and may be reported to the authorities.
• The operations team reviews the application and may approve it, ask for a document to be re-uploaded, or reject it with a reason. Going online before approval is not possible.
• The captain must renew every document before it expires. An expired mandatory document automatically pauses new trips until the new document is uploaded and approved.
• Laffa may ask for re-verification periodically or after a report, and may suspend the account during the review.

8. Captains: availability and location

• States: Offline, Online, On a trip. While Online or On a trip the app continuously sends your location — including in the background — through a service with a persistent notification; this is necessary for matching and to show your position to the passenger, and stops when you tap Offline.
• Background location permission is requested with a clear explanation before you first go online, and you can withdraw it in the device settings; you then cannot go online until it is granted again.
• Location manipulation (mock-location apps or GPS spoofing) and automated tools for accepting trips are prohibited.
• With every request the captain sees the pickup distance, estimated distance and time, the passenger rating and the fare — and decides to accept, decline or counter-offer. Offers expire automatically after a published period.

9. Captains: commission and wallet

• The Laffa commission is a percentage of each fare published in the app (for example 15%) and shown before any request is accepted. It may change with prior notice in the app.
• Cash trips: the captain collects the full fare in cash from the passenger and the commission is charged to their wallet. Online-paid trips: the captain share (fare minus commission) is credited to the wallet once the payment provider confirms.
• The captain wallet is a ledger that is never edited: top-ups, cash commissions, online earnings, bonuses, penalties with a stated reason, refunds, withdrawals and adjustments. Every entry can be traced to its trip.
• When the balance falls below the published minimum, cash trips may be paused until a top-up, with prior warning.
• Wallet errors must be reported to support within 30 days of the entry; they are corrected with a documented adjustment entry, never by editing the record.

10. Captains: withdrawals and settlement

• Withdrawals go to the settlement method registered in the captain own name (bank account, mobile wallet or InstaPay) after verification and may take several working days. One withdrawal request may be in progress at a time.
• Withdrawals may be held during a dispute, a suspicion of fraud or a request from a competent authority until the review ends.
• The captain is responsible for the tax obligations on their income.

11. Captains: conduct, vehicle and passengers

• The captain must comply with traffic and safety law, must not carry more passengers than the licensed seats, must not drive under the influence of any substance, and must keep the TukTuk safe and clean.
• The captain must take the passenger from the pickup point to the agreed destination without collecting any amount above the fare shown in the app, and must not ask to cancel or complete the trip outside the app.
• Contacting passengers for purposes other than the trip, keeping their data or sharing it is prohibited.
• Repeated low ratings or serious reports lead to an account review that may end in suspension or a block, with the option to appeal.

12. Conduct and safety for everyone

Harassment, discrimination, violence, fraud and any unlawful use of the service are prohibited. Laffa investigates reports and may share information with the competent authorities where required. Safety tools (SOS, trip sharing, trusted contacts) may only be used for their intended purpose, and misuse of the SOS button leads to a block.

13. Ending and deleting your account

You can delete your account at any time from inside the app (Profile → Settings → Delete account) or from the account-deletion page on this site (/en/delete-account/). A 30-day grace period applies, and the final deletion of a captain account is deferred until any balance or trip in progress is settled. Trip and financial records are kept in anonymised form for as long as the law requires. Details are in the privacy policy.

• Account deletion page
• Privacy policy

14. Liability

The service is provided as is. To the extent permitted by Egyptian law, Laffa is not liable for indirect damages arising from use of the service, nor for the acts of captains or passengers as independent parties. Nothing in this section limits any liability that cannot be excluded by law.

15. Intellectual property

The Laffa name, logo, apps and content belong to Laffa or its licensors and may not be used without written permission. Laffa grants you a personal, non-exclusive, non-transferable licence to use the apps under these terms.

16. Governing law

These terms are governed by the laws of the Arab Republic of Egypt. The competent courts of Cairo, Egypt have jurisdiction over any dispute, after an attempt at amicable resolution through support. The Arabic text is authoritative and prevails over the English translation in case of conflict.

17. Changes

We may update these terms. Captains are asked to accept the current version in the app before continuing to work, and passengers are notified of material changes before they take effect. The version number and effective date are at the top of this page.