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Terms of Use

Last updated: 24-10-2026

These terms explain the rules for using Ayla, whether you request rides as a rider or give rides as a driver. Please read them carefully. By creating an account or using our apps, you agree to them.

1. About Ayla and these terms

Ayla is a technology platform. Through our rider app and driver app, we connect people who need a ride (riders) with independent people who provide rides (drivers). In these terms, “Ayla”, “we” and “us” mean the company that operates the Ayla apps and website, and “you” means the person using them.

Ayla does not provide transportation itself and is not a transport carrier. Drivers are independent and are not our employees. The ride itself is an arrangement between the rider and the driver.

2. Your account

  • You sign in with your mobile phone number and a code we send you by SMS. Keep your phone and your code private.
  • The information you give us, such as your name and phone number, must be accurate and kept up to date. Your phone number is your sign-in, so it can’t be changed from inside the app.
  • You must be old enough to enter a binding agreement where you live. Drivers must also hold every licence and permit the law requires for the service they offer.
  • You are responsible for everything done through your account. If you think someone else is using it, tell us through Help & Support in the app.
  • Optional protections, such as the biometric lock, work on your phone. We do not receive your fingerprint or face data.

3. Using Ayla as a rider

  • You request a ride by choosing a pick-up point, a destination and a service. The app shows the estimated fare before you confirm.
  • Be ready at the pick-up point. Check the driver’s name, photo, car and plate shown in the app before you get in.
  • Treat drivers and other riders with respect. Do not damage the vehicle, carry anything unlawful, or ask the driver to break the law or drive unsafely.
  • You may leave a rating after a trip. Ratings must be honest.

4. Using Ayla as a driver

  • To drive, you must be approved. We may ask for documents such as your driving licence, your vehicle details and photos, and we may ask you to renew them.
  • Go online to receive ride requests. You can accept or decline each request. When a trip is nearly finished you may be offered one more ride to follow it.
  • Use only the vehicle and details registered on your account. Follow traffic laws, keep your vehicle safe and insured as the law requires, and do not use the app by hand while driving.
  • You are an independent driver. You decide when and whether to drive, and you are responsible for your own taxes, insurance, fuel and vehicle costs.
  • Your account can be signed in on one phone at a time. Signing in on another phone signs out the first.

5. Fares, fees and payments

The fare is calculated from a base fare, the distance and the time of the trip, with a minimum fare and any adjustments for the service chosen. The estimate shown before the trip is based on the planned route.

  • When a trip ends early or differently. If a trip ends well before the planned destination, or the route changes, the final fare may be adjusted to match the trip that actually took place. The final amount is shown to both rider and driver.
  • Paying. You can pay in cash or, where available, through the app. Cash is paid to the driver at the end of the trip.
  • Our fee. Ayla charges drivers a service fee on each trip. It is taken from the driver’s earnings or wallet as shown in the driver app.
  • Driver wallet. Driver earnings, fees and credits are recorded in the driver’s wallet. If the wallet balance falls below the minimum shown in the app, the driver may be taken offline until it is topped up.
  • Taxes and tolls. Amounts may include taxes or charges that apply by law.

6. Promo codes, gift cards and wallet credit

  • Promo codes and gift cards have their own conditions, which may include an expiry date, a limit on how many times they can be used, a limit per person, or a maximum discount. These are shown with the code.
  • They have no cash value, cannot be sold or transferred, and may be cancelled if they are misused.
  • When a promo code lowers a rider’s fare, the driver’s earnings from that trip are not reduced by the discount: the discount amount is credited to the driver as described in the driver app.

7. Cancellations

Riders and drivers can cancel a ride before it starts. Please cancel as early as you can and give an honest reason. If someone cancels very often, we may limit or suspend their account. Any cancellation charge that applies is shown in the app before you confirm.

8. Ratings and driver levels

Riders and drivers can rate each other. A driver’s rating, acceptance and trips can affect their level in the driver app and the perks that come with it. We may take action on accounts with consistently poor ratings or serious complaints.

9. Safety and conduct

  • Do not harass, threaten, discriminate against or endanger anyone.
  • Do not use the apps for anything unlawful, to cheat or defraud, or to interfere with how they work.
  • In an emergency, contact the emergency services first. The apps also provide an emergency (SOS) option and a way to reach support.
  • Report accidents, lost items and problems with a trip through Help & Support in the app.

10. Location, messages and calls

To work, the apps need your location. A rider’s pick-up point is shared with the driver. During a trip, the driver’s live location is shown to the rider. The driver app uses the driver’s location while they are online or on a trip, including when the app is in the background.

Riders and drivers can message each other in the app. A driver may choose to have messages read aloud. Please keep messages respectful and about the trip. Do not share another person’s details.

11. Our rights and your content

The Ayla apps, website, name and designs belong to us or our licensors. You may use them only as these terms allow. You keep ownership of what you give us, such as your photo and reviews, and you allow us to use it to run and improve the service.

12. Suspending or ending an account

  • You can stop using Ayla at any time. In the driver app you can delete your driver account from Profile → Account Actions.
  • We may suspend or close an account, with or without notice, if you break these terms, put others at risk, give false information, or if the law requires it.
  • When a driver account closes, any money owed between you and Ayla is settled according to the wallet balance and these terms.

13. Availability and our responsibility

We work to keep Ayla running, but we can’t promise it will always be available or error-free, or that a driver will always be nearby. We are not responsible for the actions of riders or drivers, or for their vehicles. Nothing in these terms limits any right you have by law that cannot be limited. To the extent the law allows, our responsibility for losses connected to the use of the apps is limited to the amount you paid for the trip concerned.

14. Changes to these terms

We may update these terms from time to time. When we do, we will change the date above and, for important changes, tell you in the app. Using Ayla after a change means you accept the new terms.

15. Governing law

These terms are governed by the laws of the Hashemite Kingdom of Jordan, and the courts of Jordan can hear disputes about them, except where the law of your country gives you the right to go to a different court.

16. Contact us

For questions about these terms, or to report a problem, use Help & Support inside the Ayla app, where you can chat with our team or call us.