These terms govern your use of the Faltah app, this website and the Faltah OS platform. By using the service you agree to them.
Last updated: 11 September 2026
Faltah is a technology platform that connects senders with individual travellers and licensed carriers. Faltah is not a transport company, owns no vehicles and does not employ couriers; a courier is an independent contractor. The platform's role is matching, pricing, holding the payment in escrow, verification, tracking and dispute resolution.
You must be 18 or over and provide accurate information. One account per person, and a verified identity is bound to exactly one account. Couriers must verify their official identity and hold a valid driving licence and valid vehicle insurance. You are responsible for keeping your credentials confidential.
Price is calculated automatically from distance and weight and shown in full before you confirm. The delivery fare is between 50 and 150 SAR by distance; the first 5 kg are included and each additional kilogram is 2 SAR up to 28 kg. A platform fee is added on top — 4 SAR for an individual sender, 3 SAR per fulfilled order for merchants — and it appears as its own line in the breakdown before you confirm. 15% VAT applies to the platform's taxable revenue. Payment is entirely electronic — we do not accept cash on delivery. Optionally you may add a Protection Guarantee: for 1% of the value you declare, capped at 15 SAR, Faltah compensates you up to that declared value if the parcel is lost or damaged in our care. This is a limited contractual guarantee provided by Faltah directly against the shipments it coordinates. It is not an insurance policy, it is not underwritten by an insurer, and it confers none of the rights of one.
The full amount is held by Faltah as soon as a shipment is accepted and is released to the courier only after delivery is confirmed by a QR scan from both sides. If the shipment is not delivered, or is cancelled before collection, the amount is returned in full to the original payment method. No single party can release the funds unilaterally.
You are responsible for describing the parcel, its weight and dimensions accurately, and for packaging it appropriately. The goods must be yours or authorised for you to send, and must not appear in the prohibited list below. Misdescribing weight or contents may lead to the shipment being refused, repriced or cancelled without refund of the platform fee.
The courier must keep the parcel safe, must not open it, must hand it to the named recipient against a delivery code scan, and must comply with traffic law. Location sharing is required during an active shipment. Communication takes place inside the app, which protects both parties.
The following may never be sent: narcotics and intoxicants; weapons and ammunition; flammable, explosive or radioactive materials; cash and precious metals; original official documents without a declared value; live animals; perishables without refrigeration; prescription medicines without a lawful prescription; counterfeit goods; and anything prohibited under the laws of the Kingdom. Breaching this results in immediate account suspension and referral to the competent authorities, and full legal responsibility rests with the sender.
Cancelled before any courier accepts: full refund. After acceptance but before collection: full refund of the delivery fare. After collection: treated as a dispute and decided on the evidence. Platform fees are never charged on cancelled orders or orders that never found a courier.
Disputes are raised inside the app with photographs attached within 48 hours of delivery. Faltah decides on objective evidence: the collection and delivery code scans, the parcel photographs, and the retained tracking record. Every dispute is reviewed and decided by a human — none is closed automatically. Compensation is limited to the parcel value declared at creation and to the ceiling published on the platform.
As an intermediary, Faltah is not liable for the acts or omissions of a courier or sender towards one another, nor for indirect, consequential or loss-of-profit damages. Nothing here limits liability that cannot be excluded by law.
Faltah may suspend or terminate an account for breach of these terms or on suspicion of fraud or misuse. You may delete your account at any time as described in the Privacy Policy, provided outstanding shipments and balances are settled first.
We may amend these terms and will notify you in the app before any material change takes effect. Continuing to use the service after it takes effect constitutes acceptance.
These terms are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any dispute arising from them falls under the exclusive jurisdiction of the competent judicial authorities in the Kingdom, and the Arabic text prevails in the event of any discrepancy in translation.
