Frequently asked questions

Open the Masar app, enter your destination, choose a ride type and a payment method, then tap “Request”. We send your request to the nearest available captain, and you see their details and location as soon as they accept.

Yes. You see the estimated fare in OMR before you book, based on the base fare, distance and time for each ride type. The final fare can change if you change the destination during the ride or if waiting goes beyond the free time. Airport transfers have a fixed price.

Yes. You can schedule a ride at least 30 minutes ahead and up to 7 days in advance; we start looking for a captain shortly before the pickup time.

Some places don’t allow stopping, and some are so congested that the captain would take far longer to reach you. There the app marks the nearest allowed or faster pickup point on the map, with how many minutes’ walk it is, and moves your pickup there in one tap.

We operate in Muscat, Sohar, Nizwa, Salalah and Sur, and we are expanding to more wilayats step by step.

Cancelling is free before a captain accepts, within 2 minutes of acceptance, and if the captain is more than 5 minutes later than their estimated arrival. After that, or once the captain has arrived, a cancellation fee applies by ride type (currently 0.500 – 1.000 OMR), or by the distance the captain drove toward you if that is higher (at your ride’s price per km, never more than its fare), and the app shows it before you confirm.

Waiting is free for 5 minutes from the captain’s arrival (15 minutes for airport transfers); after that, waiting is charged per minute and added to the fare.

If the free waiting time ends and you have not arrived, the captain may mark the trip as “rider no-show”, and a no-show fee applies by ride type (currently 0.500 – 1.500 OMR).

You are not charged anything, and we automatically send your request to another nearby captain.

Pay the captain in cash at the end of the ride, or use your Masar wallet balance. Card payments are coming soon.

It is an OMR balance in your account that pays for rides and receives refunds. If you owe a cancellation or no-show fee on a cash trip, it is recorded on your wallet and settled on your next ride.

Yes, after the ride when you rate it. The tip is paid from your wallet balance and goes to the captain in full.

A 4-digit code shown in your app. Tell it to the captain once you have checked the car and its plate; the ride only starts when they enter it, so you never get into the wrong car.

Tap the SOS button on the trip screen to call 9999. The alert is recorded with your location for the Masar team to follow up immediately.

On the trip screen choose “Share trip” to send a link that shows the captain’s location, the route and the estimated arrival — without phone numbers or your pickup PIN. The link stops working 60 minutes after the trip ends.

Yes. We check every captain’s civil ID, driving licence, vehicle registration and insurance before approval, keep track of document expiry, and every trip is rated when it ends.

Open the trip from your trip history, choose “Report an issue” then “Lost item”, or contact us directly. We reach out to the captain to arrange getting it back to you.

From the trip details in the app, or through the Contact page. We usually reply within one working day.

In the app: Account → Delete account, or from the “Delete account” page on this website with a code we send you on WhatsApp.

Download the “Masar Captain” app, sign up with your mobile number, add your car and upload your documents. We usually review them within 24 hours.

A valid Omani driving licence, a civil ID or resident card, a 4-door car from 2018 or newer, and a valid vehicle registration (Mulkiya) and insurance.

You keep 85% of every fare, and tips are yours in full. Earnings are paid weekly to your bank account, and you can follow them live in the app.