Terms of service

Hamelha is a technology platform operated by Hamelha — Part of RENTOLIC TECHNOLOGIES EST. · TL No. 1573261 that matches senders with independent, ID-verified drivers who carry parcels along their routes. Hamelha acts as a broker and payment facilitator: we do not ourselves transport parcels, and drivers are independent contractors, not employees or agents of Hamelha.

By creating an account or booking a delivery you agree to these terms. Drivers are additionally bound by the separate Hamelha Driver Agreement accepted during driver onboarding.

• You must be 18 or older and provide accurate information.
• Senders and drivers complete identity verification before their first delivery. We may suspend accounts that fail verification or misuse the platform.
• Keep your sign-in and delivery codes to yourself — the two-code handover only protects you if the codes stay private.

You may not send anything illegal, dangerous or restricted, including (without limitation): cash and bearer instruments, weapons, drugs and controlled substances, flammables and hazardous materials, live animals, counterfeit goods, and items whose transport requires a permit the sender does not hold. The full, current prohibited-items list is shown in the app at booking and forms part of these terms. Drivers may refuse and report any parcel they reasonably suspect breaches this section.

• The full price is shown before you confirm a booking. Payment is taken in-app and held: the driver is not paid out until pickup is confirmed with your code.
• Intercity deliveries start from AED 35; the exact price depends on route, size and timing.
• Payments are processed by our payment service provider; Hamelha does not store card numbers.

Hamelha's aggregate liability for loss of or damage to a parcel is capped at AED 500 per parcel, unless a higher declared value with additional cover was purchased at booking. We are not liable for the contents of parcels, for indirect or consequential loss, or for delay caused by traffic, weather or events outside our control. Nothing in these terms excludes liability that cannot be excluded under UAE law.

Cancellation fees follow a ladder based on how far the delivery has progressed:

• Before a driver is assigned — free, full refund.
• After assignment, before the driver departs — a cancellation fee of AED 10 applies.
• While the driver is en route to pickup — a higher fee of 50% of the fare plus the return fee applies to compensate the driver.
• After pickup — the delivery cannot be cancelled; the full fare is payable and the parcel is returned or delivered as arranged with support.

The exact amounts in force are shown in the app before you confirm a cancellation. Drivers who cancel are subject to the ladder in the Driver Agreement.

• Report loss, damage or a delivery problem within 24 hours of the recorded delivery (or of the scheduled delivery time, if the parcel did not arrive) via the app or the tracking page. Claims raised after the 24-hour window may be declined.
• Pickup and handover photos, code confirmations and tracking history are the primary evidence in any dispute.
• We aim to resolve disputes within 5 business days; approved claims are refunded to the original payment method.

We may suspend or close accounts used fraudulently, abusively, to send prohibited items, or to move deliveries off-platform to avoid fees or protections. You can close your account at any time in the app.

These terms are governed by the laws of the United Arab Emirates. Courts of Dubai have jurisdiction over disputes that cannot be resolved through our support process.

Hamelha — Part of RENTOLIC TECHNOLOGIES EST. · TL No. 1573261 · Dubai, United Arab Emirates · info@hamelha.com