1. Introduction

Welcome to the ShipHub (SH for Logistics) app. ShipHub is a digital technology platform owned and operated by Green Hub (the “Company”). It aims to provide technology solutions that connect customers with transport and logistics service providers within the Kingdom of Saudi Arabia.

The app offers various services, including but not limited to:

• Furniture and furnishings transport.
• Electrical appliance transport.
• Furniture and appliance disassembly and installation services.
• Equipment and personal property transport.
• Water transport services using vehicles and tank trucks.
• Wastewater collection and transport services.
• Transport services using various types of vehicles and trucks, including flatbed tow trucks.

The app operates as a technology platform to facilitate communication and organize requests between customers and service providers, enabling services to be carried out through an organized digital process. By using the ShipHub app, creating an account, submitting a request, or performing any service through the app, the user acknowledges having read, understood, and agreed to comply with these Terms and Conditions, the Privacy Policy, and all applicable laws and regulations in the Kingdom of Saudi Arabia.

2. Definitions

For the purposes of these Terms and Conditions, the following terms shall have the meanings set out below:

• App: The ShipHub app and all associated electronic systems and platforms owned by Green Hub.
• Company: Green Hub, the owner and operator of the ShipHub app.
• Customer: Any individual or legal entity using the app to obtain available services.
• Service Provider: Any individual, establishment, or company registered on the app to provide transport or related services.
• Driver / Captain: The individual responsible for driving the vehicle and performing the service on behalf of the Service Provider.
• Vehicle: Any vehicle, truck, or tanker used to perform services and registered under the Service Provider.
• Order: A service request created by a Customer through the app and accepted by a Service Provider.
• Goods: All furniture, appliances, equipment, belongings, or materials transported or handled through the app.
• Service: All services offered through the app, including transport, disassembly and installation, water transport, wastewater collection, and any future services that may be added.

3. Nature of ShipHub's Operations

ShipHub operates as an electronic technology platform connecting Customers with Service Providers. The app is not a direct carrier of goods and does not own the vehicles used to provide services. It is not responsible for the day-to-day operations of Service Providers, except to the extent of managing and operating the platform. The Service Provider is responsible for:

• Performing the services it accepts.
• Ensuring vehicle safety.
• Ensuring the validity of documents.
• Complying with applicable regulations.
• Maintaining service quality.

3.1 Regulatory License

Green Hub operates under Electronic Freight Brokerage License No. 58/00000742, in compliance with the requirements and regulations of the Transport General Authority.

3.2 Waybill

A waybill is issued to both parties (the Captain and the Customer) upon receipt of the order, with its own unique reference number, in compliance with the requirements and regulations of the Transport General Authority.

4. Acceptance of Terms and Conditions

By using the app, the user agrees to:

• Comply with these Terms and Conditions.
• Comply with the Privacy Policy.
• Provide accurate information.
• Use the app in a lawful manner. Clicking the registration, order confirmation, or service acceptance button constitutes binding electronic consent under the applicable laws of the Kingdom of Saudi Arabia.

5. Registration and Account Creation

5.1 Customer Account

When creating an account, the Customer must provide accurate information, which may include:

• Full name.
• Mobile number.
• Email address.
• Address and geographical location.
• Any other information required to perform the service. The Customer is responsible for keeping their information accurate and up to date.

5.2 Service Provider Account

To activate a Service Provider account, all required information and documents must be submitted, including:

• National ID or residence permit (Iqama).
• Driver's license.
• Vehicle documents.
• Insurance policy.
• Bank account number (IBAN).
• Personal photograph. All documents must be valid and accurate.

6. Account Security

All users must maintain the confidentiality of their login credentials, including passwords and one-time passwords (OTPs). Sharing account information with any other person is prohibited. The Company shall not be responsible for unauthorized use resulting from the user's negligence or disclosure of account information.

7. Verification of Information

Green Hub reserves the right to:

• Review user information.
• Request additional documents.
• Reverify identity.
• Require immediate and periodic identity verification through facial recognition technology while using the app.
• Suspend an account where there are doubts regarding the accuracy of information. Approval of registration does not exempt users from any legal or regulatory responsibility.

8. Customer Terms and Conditions

8.1 Use of App Services

Customers may use ShipHub to request services available through the platform. Customers acknowledge that their use of the app is solely for lawful and legitimate purposes and agree to comply with all applicable laws and instructions in the Kingdom of Saudi Arabia. The platform and the services provided through it are subject to the E-Commerce Law and its Implementing Regulations issued by the Ministry of Commerce in the Kingdom of Saudi Arabia, to the extent consistent with the nature of logistics and transport services.

9. Customer Obligations When Placing and Receiving an Order

When requesting and receiving a service, the Customer must:

• Enter accurate and complete information, including pickup and delivery locations, a description of the goods, and vehicle type.
• Disclose any special circumstances that may affect service performance.
• Provide the Service Provider with the OTP sent to the Customer upon successful completion of the service, to confirm receipt and close the order in the system. The Customer is responsible for any delays or additional charges caused by inaccurate information or refusal to provide the order-closing OTP.

10. Customer Responsibility for Site Readiness

The Customer must provide a suitable and safe location, ensure easy access and the removal of obstacles, and obtain any required permits for private sites. Neither the Company nor the Service Provider shall be responsible for delays resulting from a site not being ready.

11. Description and Disclosure of Goods

The Customer must provide a complete and accurate description of the goods, including type, size, quantity, and weight. If there is a material discrepancy between the description and the actual goods, the Service Provider may adjust the price or refuse the service if it is unsafe.

12. Customer Responsibility for the Contents of Goods

The Customer must remove all personal belongings and valuables before transport. Neither Green Hub nor the Service Provider shall be responsible for the loss of any belongings left inside the items being transported.

13. Inspection of Goods Before Transport

The Service Provider may inspect the condition of the goods and document them with photographs to record their external condition before starting the service.

14. Pre-Existing Damage or Defects

The Customer is not entitled to claim compensation for any breakage, scratches, damage, or defects that existed before the Service Provider received the goods.

15. Transfer of Responsibility for Goods

The Service Provider's responsibility for the goods begins upon actual receipt and ends upon:

• Delivery of the goods to the Customer or their representative at the delivery location.
• Completion of the service and the Customer's confirmation of receipt by providing the Captain with the OTP to close the order. The Service Provider's responsibility is limited to damage directly resulting from its negligence during transport.

16. Packaging and Protection

The Customer must securely package the goods. Neither the Company nor the Service Provider shall be responsible for damage caused by improper packaging or failure to protect fragile components.

17. Disassembly and Installation Services

The Customer must disclose the condition of furniture and appliances before disassembly. The Service Provider shall not be responsible for damage caused by product deterioration or improper previous installations.

18. Cancellation by the Customer

Cancellations are subject to the cancellation policy in the app. If the Customer cancels after the Service Provider has arrived at the location, 10% of the order value will be deducted as a cancellation charge in accordance with the app's policy.

19. Customer No-Show

If the Customer does not appear or cannot be contacted after the Service Provider arrives, the Service Provider may update the order status, and waiting or cancellation fees may apply.

20. Customer Complaints and Claims

The Customer may submit a complaint through the official support channels. The Company will review the complaint and take an appropriate decision.

21. Terms and Conditions for Service Providers and Drivers (Captains)

21.1 Registration as a Service Provider

The Service Provider acknowledges that all information and documents submitted are accurate. No person may use another Service Provider's account.

22. Requirements for Activating a Service Provider Account

To activate a Service Provider account, the following documents must be submitted:

• A valid National ID or residence permit (Iqama), with at least 3 months of validity remaining.
• A valid driver's license appropriate for the vehicle type.
• Valid vehicle registration and insurance documents.
• A valid bank account number (IBAN).
• A clear personal photograph for identity verification.

22.6 Facial Recognition Verification (Biometric Verification)

To maintain the highest standards of safety and security, the app requires the Service Provider (Captain) to verify their identity through facial recognition (biometric verification) when using the app or receiving orders. The Service Provider expressly consents to the capture and processing of their facial biometric data to match their identity against the account information and registered personal photograph. Green Hub may immediately and permanently suspend or terminate the account if a mismatch occurs or if the account is found to be used by someone other than the Captain registered in the system.

23. Validity of Documents and Information

The Service Provider bears full responsibility for submitting valid documents. The Company may suspend or terminate the account if misleading information is provided or the expiry of documents is concealed.

24. Service Provider Responsibility for Vehicles and Insurance

The Service Provider is responsible for vehicle maintenance, roadworthiness, and compliance with safety requirements. The Service Provider (Carrier) must maintain insurance covering goods and transported property against transport risks in accordance with the requirements of the Transport General Authority. ShipHub, in its capacity as a freight broker, disclaims all responsibility for damage to or loss of transported goods.

25. Compliance with Laws and Regulations

The Service Provider and Driver must comply with all laws and regulations applicable in the Kingdom of Saudi Arabia, including traffic laws, Transport General Authority regulations, and requirements relating to work permits. The Service Provider acknowledges sole and personal responsibility for obtaining any licenses, operating permits, or work documentation required by government authorities to perform the activity. Green Hub (ShipHub app) disclaims all legal and financial responsibility for violations, fines, or claims arising from a Driver's failure to meet regulatory requirements for operating their vehicle or carrying out the work.

26. Prohibited Activities and Materials

Transporting prohibited or legally classified hazardous materials without the required permits is prohibited. The Driver alone bears all associated legal and financial responsibility, and the Company shall not be liable.

27. Acceptance and Fulfillment of Orders

Upon accepting an order, the Service Provider must:

• Review the order and confirm their ability to fulfill it.
• Arrive at the location and professionally update the order status.
• Not mark an order as complete in the app until the service has been fully performed, the goods have been delivered, and the Customer's OTP has been obtained to confirm receipt.

28. Service Provider Obligations Upon Arrival

The Driver must update their arrival status and document the goods. If there is a material discrepancy with the Customer's description, the Driver may take appropriate action.

29. Cancellation or Interruption by the Service Provider

29.1 Acceptable Reasons for Cancellation

An accepted order may only be canceled for compelling reasons, such as a safety risk or a mismatch between the order and its description.

29.2 Accidents During Transport

In the event of a traffic accident or emergency preventing the Driver from completing the transport, the Driver must immediately report the incident through the app. Upon receiving the report, the system will cancel the trip, search for another Driver from the departure point, and issue a new quotation to the Customer. In this case, the initial amount paid by the Customer will be fully refunded. The first Driver (who was involved in the accident) acknowledges that they are not entitled to claim any financial compensation or fees for that order.

30. Customer Cancellation After the Service Provider Arrives

The Service Provider will be compensated in accordance with the Company's approved mechanism, based on the order distance and time spent.

31. Account Suspension or Termination

The Company may suspend or terminate an account in cases involving expired documents, substantiated complaints, regulatory violations, or unprofessional conduct.

32. Service Provider Responsibility for Their Activities

The Service Provider (Captain) operates independently, and no employment or agency relationship is created between the Service Provider and the Company. Registered companies enter into a brokerage agreement with Green Hub; there is no direct contractual relationship between a company's Captain and the platform.

33. Service-Specific Provisions

33.1 Transport, Disassembly, and Installation Services

Service performance depends on the accuracy of the information provided. The Driver shall not be responsible for pre-existing damage or damage resulting from improper packaging or deteriorated furniture.

33.2 Water Transport and Collection Services

The Customer must ensure safe access to the location and provide accurate information. The Company shall not be responsible for infrastructure-related issues.

34. General Safety

All parties must maintain safety. The Service Provider may refuse any request that puts the vehicle or people at risk.

35. Payments and Fees

35.1 Price and Additional Charges

The final price may change if additional services are added, the destination is changed, or waiting fees apply.

35.2 Value Added Tax (VAT)

The price quoted by the Driver excludes VAT. The invoice issued to the Customer will include 15% VAT in accordance with the regulations of the Zakat, Tax and Customs Authority (ZATCA).

35.3 Company Commission

Before accepting an order, the Driver will be shown their net amount due after deduction of the Company's commission.

36. Driver Wallet and Payouts

Amounts due to the Driver are transferred once the minimum threshold of SAR 400 is reached. Transfers are completed within 1–3 business days, subject to the weekly withdrawal policies.

37. Compensation and Financial Claims

Claims are evaluated based on actual damage and the evidence submitted and do not constitute a fixed obligation on the Company.

38. Limitations of Green Hub's Liability

The Company is a technology-based brokerage platform and shall not be responsible for users' personal actions, regulatory violations by users, or circumstances beyond its control.

39. Force Majeure

Neither the Company nor the Service Provider shall be liable for non-performance caused by natural disasters, road closures, government decisions, or widespread technical outages.

40. Data Protection and Privacy

The Company is committed to protecting user data in accordance with the Personal Data Protection Law of the Kingdom of Saudi Arabia. Data collected may include names, mobile numbers, email addresses, addresses, geographical locations, uploaded photographs, biometric data such as facial recognition data for security verification, payment details, vehicle details, Service Providers' bank account information, and order histories. Such data is used to perform services, improve quality, and conduct security verification, and is only shared with necessary parties or government authorities pursuant to a lawful request.

41. Intellectual Property

All rights relating to the app, including its trade name, brand, design, and software, are owned by Green Hub. Copying any of these without permission is prohibited.

42. Amendments to the Terms and Conditions

The Company reserves the right to amend these Terms and Conditions at any time with notice to users. Continued use constitutes acceptance of the updates.

43. Governing Law and Jurisdiction

These Terms and Conditions are governed by and interpreted in accordance with the laws of the Kingdom of Saudi Arabia. Any disputes fall within the jurisdiction of the competent judicial authorities in the Kingdom.

44. Final Acknowledgment and Electronic Consent

By using the app, the user acknowledges having read, understood, and agreed to these Terms and Conditions and assumes full responsibility for their account. Clicking the registration button or using the app constitutes binding electronic consent.