Terms & Conditions

Last updated: 10 October 2026

Welcome to Masar, a taxi-hailing service in the Sultanate of Oman that connects riders with independent, verified captains through the Masar rider app, the Masar Captain app and our website. These terms govern your use of the platform, whether you ride or drive. By using the platform you agree to these terms, to the Privacy Policy and to the Cancellation & Refund Policy, which form part of them. If you do not agree, do not use the platform.

1. Definitions

• Platform: the Masar and Masar Captain apps, the website and all related services.
• Company or “Masar”: [full trade name, commercial registration number and registered address in the Sultanate of Oman].
• Rider: a person who requests a ride through the Masar app.
• Captain: an independent driver approved by the platform who provides transport in their own car through the Masar Captain app.
• Ride: transporting the rider from the pickup point to the destination set in the app.
• Fare: the amount the rider pays for a ride in Omani rials (OMR), including any fees described in these terms.

2. The platform’s role

• Masar is a technology platform for requesting rides, dispatching them to the nearest available captain, collecting fares and handling support. The platform operates under the licence issued by the competent land transport authority in the Sultanate of Oman [licence number and issuing authority].
• Captains are responsible for driving safely, obeying traffic law and keeping their licence, vehicle registration and insurance valid. We check these documents before approving a captain and track their expiry, but verification is not a guarantee of anyone’s conduct.
• The platform may occasionally be unavailable or delayed because of maintenance, connectivity or third-party services (maps and messaging); we work to restore it as quickly as possible.

3. Account and sign-in

• You sign in with an Omani mobile number and a 6-digit verification code sent to you on WhatsApp — no password. Never share the code: you are responsible for everything done through your account.
• Each mobile number can hold one rider account and one captain account, and you agree to give accurate information and keep it up to date.
• You must be 18 or older to create an account. A parent or guardian may request a ride for a minor they accompany or take responsibility for.
• You can delete your account at any time in the app or on the website’s “Delete account” page, unless you have an active or scheduled ride. The Privacy Policy explains what is deleted and what is kept.

4. Ride types and fares

The following ride types are currently available; we may add or change them, and what the app shows when you book applies:

• Economy: affordable everyday rides, 2 to 4 riders.
• Comfort: newer cars and extra legroom, up to 4 riders.
• Family / XL: room for family and bags, up to 6 riders.
• Premium: top-rated captains and luxury cars, up to 4 riders.
• Airport Transfer: a fixed price shown before booking (currently OMR 6.000 in Muscat), with help with luggage.
• Fares for the other ride types are calculated from a base fare, distance, time and a booking fee, are never below the ride type’s minimum fare, and are rounded to the nearest 100 baisa. A temporary increase may apply at times of high demand; it is included in the estimated fare before you confirm.
• The estimated fare is shown before you book. The final fare may differ if you change the destination during the ride, if waiting goes beyond the free time, or if you ask for a stop or a different route.
• Promo codes are subject to their published conditions and cannot be exchanged for cash.

5. Requesting and taking a ride

• Your request is sent to the nearest available captain; you then see their details (first name, car, colour, plate and rating) and their location until they arrive.
• Check the car and its plate before getting in, then give the captain your 4-digit pickup PIN. The ride only starts once it is entered.
• Rides can be scheduled at least 30 minutes and up to 7 days in advance; we start looking for a captain shortly before the pickup time. We cannot guarantee a captain for every scheduled ride and will tell you if none is found.
• The destination can be changed up to 3 times during a ride, and the estimated fare is recalculated for the new route.
• Rides cannot be requested from some locations, such as places where stopping is not allowed. In some congested areas we may suggest, or at busy times require, that you walk to a nearby pickup point the captain can reach faster. The app shows this on the map before you book and marks the nearest allowed point with the walking route to it. If you are inside a restricted area yourself, you cannot request a ride until you have walked out of it to the pickup point.
• Riders and captains must treat each other with respect, respect the number of seats, wear seat belts and not carry prohibited or dangerous items. A captain may refuse or end a ride that puts their safety or anyone else’s at risk.

6. Cancellations, no-shows and waiting

The values below apply at the time of writing and may change; the app always shows the applicable fee before you confirm a cancellation:

• Cancelling is free before any captain accepts the request, and within 2 minutes of acceptance.
• Cancelling is also free if the captain is more than 5 minutes later than the estimated arrival time shown when they accepted.
• After that, or once the captain has arrived at the pickup point, the cancellation fee is the higher of:
• a flat fee by ride type: Economy OMR 0.500, Comfort OMR 0.700, Family OMR 0.800, Premium OMR 1.000, Airport Transfer OMR 1.000;
• a fee for the distance the captain drove toward you, once it exceeds 500 metres: your ride’s price per kilometre (its estimated fare divided by its distance) for each kilometre driven. It never exceeds the ride’s own fare, and distance beyond the expected route to you is not counted.
• 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: Economy OMR 0.030, Comfort OMR 0.040, Family OMR 0.050, Premium OMR 0.070, Airport OMR 0.050 per minute.
• If the free waiting time ends and the rider has not arrived, the captain may mark the ride as “rider no-show” and end the request, and a no-show fee applies: Economy OMR 0.500, Comfort OMR 0.700, Family OMR 0.800, Premium OMR 1.000, Airport Transfer OMR 1.500.
• If the captain cancels, the rider pays nothing and we look for another captain.
• Repeated cancellations or no-shows, by riders or captains, may lead to a temporary restriction of the account.

7. Payment and wallet

• You can pay the captain in cash at the end of the ride, or from your Masar wallet balance. Card payments are not available yet and will be announced when enabled.
• The wallet is an OMR balance held by the platform that pays for rides and tips and receives refunds. It does not earn interest.
• Cancellation and no-show fees on cash rides are recorded on the wallet as an amount owed and settled from your next ride. If the amount owed exceeds OMR 5.000, booking is paused until it is paid.
• Tips are optional, paid from the wallet after the ride, and go to the captain in full.
• You receive a receipt with the details of every ride in the app. Dispute any amount within 14 days of the ride by reporting an issue or contacting us.

8. Ratings and conduct

• Riders and captains rate each other after the ride, within 7 days. We use ratings to improve the service, and a consistently low rating may lead to an account review.
• Harassment, abuse, discrimination and any unlawful use of the platform are prohibited; we may suspend an account immediately and inform the competent authorities where required.
• Whoever causes deliberate damage to a car bears the cost of repair in accordance with the law.

9. Safety

• The SOS button on the trip screen calls the emergency number 9999 and records an alert with your location for the Masar team.
• You can share your ride live with a tracking link, or turn on automatic sharing with emergency contacts you choose.
• Report any behaviour that puts safety at risk through the app immediately.

10. Lost items

We help riders and captains get in touch to recover forgotten items, but the platform and the captain are not responsible for their loss. Report the item from the ride details as soon as possible.

11. Terms specific to captains

• Captains must hold a valid Omani driving licence and a civil ID or resident card, and drive a 4-door car from 2018 or newer (newer for some ride types) with a valid vehicle registration (Mulkiya) and insurance; they upload these documents in the app and renew them before they expire. Captains cannot receive rides with an expired document.
• The platform currently keeps a 15% commission on each fare; the captain keeps the rest (85%) and all tips. On cash rides the commission is recorded on the captain’s wallet.
• Captains’ earnings due are paid weekly to their registered bank account [payout method and schedule to be completed].
• Captains are independent and not employees of the company [the contractual relationship must be reviewed against the Labour Law and land transport regulations].
• Captains may mark a rider as a no-show once the free waiting time has ended, and receive the no-show fee after commission.

12. Limitation of liability

• The platform is provided “as is”. The company is not liable for indirect damage or for events beyond its control, to the extent permitted by the Consumer Protection Law and the other laws in force in the Sultanate of Oman.
• Nothing in these terms limits rights that the law grants you and that cannot be waived.

13. Suspension and termination

We may suspend or restrict any account that breaches these terms or the law, or to protect safety, and will tell you why unless the law prevents it. You may stop using the platform and delete your account at any time.

14. Changes to these terms

We may change these terms. We will notify you of material changes in the app before they take effect, and continuing to use the platform afterwards means you accept them.

15. Governing law

These terms are governed by the laws of the Sultanate of Oman, and the courts of [Muscat] have jurisdiction over any dispute arising from them, after an attempt to resolve it amicably through support.

16. Contact

For questions and complaints: the “Contact us” page on the website, or the Help menu in the app [official support email and phone number].