User agreement

This English version is a courtesy translation; only the Kazakh and Russian texts have legal force.

Version of 16 October 2026

This User Agreement (the "Agreement") is a public offer by Qajet Corporation LLP, BIN 250740031749, address: 160A Raiymbek Avenue, Almaly District, Almaty 050061, Kazakhstan (the "Company"), within the meaning of Article 395 of the Civil Code of the Republic of Kazakhstan, and sets the terms for using the Qajet mobile app (the "App") to order a taxi. Drivers additionally accept the Information and Dispatch Service Agreement.

1. Definitions

• Service: the App and the Company's related software, through which a passenger orders a trip and a driver receives the order.
• User: an individual registered in the App. In one account a user can act as a passenger or a driver and switch roles in the menu.
• Passenger: a user who orders a trip.
• Driver: a user admitted by the Company to receive orders who independently provides taxi carriage of passengers and luggage (a taxi carrier).
• Order: a passenger's request for a trip with pickup and destination, tariff and payment method.
• Trip: carriage of the passenger by the driver under an accepted order.
• Tariff: the set of prices (base fare, per km, per minute, minimum fare) the Service uses to calculate the fare.

2. The Company's role

2.1. The Company provides information services: it lets a passenger place an order and a driver receive and accept it, passes the necessary information to both parties, calculates the fare and arranges card payment. The Company acts as a taxi information and dispatch service within the meaning of the Law of the Republic of Kazakhstan "On Automobile Transport".

2.2. The Company is not a carrier and does not provide carriage. The contract of carriage is made between the passenger and the driver when the driver accepts the order. The driver is responsible to the passenger for the carriage, the condition of the car, compliance with the Rules of the Road and the requirements for taxi carriers.

2.3. The Company passes orders only to drivers who have passed the document check in the App and, as the law requires, are entered in the register of individuals in platform employment or have filed a notice of starting business as a taxi carrier.

3. Acceptance

3.1. A user accepts the Agreement in full and without reservation by tapping the sign-in button in the App after reading it. The Agreement is concluded from that moment.

3.2. The Service is for persons aged 18 or over. A user who does not agree with the Agreement must not use the Service.

3.3. Using the App is free for passengers. The passenger pays only the fare.

4. Account

4.1. Registration and sign-in use a mobile phone number and a one-time code delivered by WhatsApp. The user is responsible for the number being theirs and for keeping access to their phone secure.

4.2. One number has one account. Accounts must not be passed to others.

4.3. A user may delete their account in the App (passenger: ☰ menu → "Delete account"; driver: the "Profile" tab at the bottom → "Delete account") or by writing to support (section 11) on WhatsApp +7 707 710 93 98 from the number the account is registered with. The ways to delete an account are described at https://taxi.qajet.online/delete-account. After deletion, data is kept for the periods stated in the Privacy Policy.

5. Orders and trips

5.1. The passenger enters the pickup and destination and chooses a tariff and payment method. The App shows the fare before the order is placed.

5.2. The fare is calculated by the tariff in force when the order is placed, from the route's distance and time: the greater of the minimum fare and the sum of the base fare, the per-km price and the per-minute price, rounded up to the next 10 tenge. The fare shown when ordering is final; a change of route agreed with the driver during the trip is not taken into account by the Service.

5.3. The Service offers the order to the nearest free drivers. The Company does not guarantee that a driver will be found; if none is found, the order is cancelled automatically at no charge.

5.4. Once the order is accepted, the passenger sees the driver's and car's details and the car's position on the map. The passenger must check that the car's make, colour and plate match the App and must not get into a different car.

5.5. The passenger must: come out to the car on time; wear a seat belt; not damage or soil the car; not carry prohibited or dangerous items; behave respectfully. Children are carried in accordance with the Rules of the Road; the passenger tells the driver in advance about travelling with a child.

6. Payment

6.1. The payment method is chosen per order:

1. Cash: the passenger pays the driver at the end of the trip.
2. Transfer: at the end of the trip the passenger transfers the fare to the driver's account (Kaspi or another bank) using the details shown in the App. The money goes directly to the driver; the Company does not receive it. The passenger must check the recipient's name in the bank app; the Company is not responsible for a transfer sent to other details. The driver confirms receipt in the App; if the driver reports that the transfer has not arrived, support contacts the passenger.
3. Bank card: the card is linked on the secure page of the payment provider [payment provider name] with 3-D Secure. The Company does not receive or store the card number or CVC. When the order is placed the fare is held on the card, taken when the trip is completed, and released if the order is cancelled. The Company accepts card payment in the name and for the benefit of the driver. [Lawyer: confirm the agency model and payments-law requirements.]

6.2. If the card charge fails, the passenger pays the driver in cash or by transfer.

6.3. A refund for a trip paid by card is made on a request to support, after review, to the same card. The time it takes to arrive depends on the passenger's bank.

6.4. Fiscal receipts and other payment confirmations are issued as the law of the Republic of Kazakhstan requires. [Lawyer: who issues the receipt, the driver or the Company as platform operator.]

7. Cancellation

7.1. The passenger can cancel an order in the App until the trip starts. No cancellation fee is charged at present. If the Company introduces a cancellation or waiting fee, it will announce it in the App in advance, and the amount will be visible before the order is placed.

7.2. A driver can cancel an accepted order until the trip starts. The Service may cancel an order if no driver is found or for safety reasons.

7.3. When a card order is cancelled, the hold is released. When the money becomes available is up to the passenger's bank.

8. Ratings and reviews

8.1. After a trip the passenger can rate it from 1 to 5 stars, pick ready-made tags and write a comment of up to 500 characters. A trip can be rated once.

8.2. The driver sees only their average rating and never which passenger gave which rating.

8.3. The Company uses ratings to monitor quality and may limit or end a driver's admission on their basis. Comments must not contain insults, threats, third parties' personal data or other unlawful content; the Company may remove such comments.

9. Liability

9.1. The Company is responsible for properly providing the Service's information services. The driver, as the carrier, is responsible under the law of the Republic of Kazakhstan for the carriage, the safety of luggage, and harm to the passenger's life, health and property during the trip. The Company helps the passenger: it passes the complaint to the driver, provides trip information and, on lawful request, provides it to public authorities.

9.2. The Company is not responsible for interruptions caused by failures of communication networks, mobile devices or third-party services (maps, WhatsApp, banks) or by force majeure, nor for losses caused by the passenger entering wrong addresses or payment details.

9.3. Nothing in this Agreement limits the passenger's rights as a consumer under the Law of the Republic of Kazakhstan "On Consumer Protection" and other laws, or releases the Company from liability that the law does not allow to be limited.

9.4. For items left in the car, the passenger contacts support and the Company helps reach the driver.

10. Intellectual property

10.1. The App, its design, texts and the Qajet trademark belong to the Company or are lawfully used by it. The user receives a simple non-exclusive right to use the App as intended. Copying, decompiling or modifying the App is prohibited.

10.2. Maps, address search and routes are provided by 2GIS on its own terms.

11. Support and complaints

11.1. Support: WhatsApp +7 707 710 93 98 (https://wa.me/77077109398), e-mail [e-mail].

11.2. A complaint about a trip or payment can be sent to support, or in writing to 160A Raiymbek Avenue, Almaly District, Almaty 050061, Kazakhstan, stating the phone number, date and route of the trip. The Company considers complaints within the time set by the law of the Republic of Kazakhstan [and no later than 10 calendar days].

12. Personal data

The Company processes users' personal data under the Consent to the collection and processing of personal data and the Privacy Policy, which form an integral part of this Agreement. Data is stored in the Republic of Kazakhstan.

13. Changes

13.1. The Company may change the Agreement. A new version is published in the App. The Company announces material changes in the App at least 7 calendar days before they take effect.

13.2. A user who does not agree with the new version stops using the Service and may delete their account. Continuing to use the Service after the new version takes effect means agreeing to it. Orders placed earlier are performed on the previous terms.

14. Governing law and disputes

14.1. The Agreement is governed by the law of the Republic of Kazakhstan.

14.2. Disputes are settled by negotiation, including by a complaint under section 11. If not settled, a dispute is heard by a court of the Republic of Kazakhstan under the jurisdiction rules set by law; a consumer may bring a claim in the court of their place of residence.

15. Language

The Agreement is made in Kazakh and Russian. This English text is a courtesy translation without legal force. [Lawyer: decide which text prevails if the Kazakh and Russian texts differ.]

16. Company details

Qajet Corporation LLP
BIN: 250740031749
Registered address: 160A Raiymbek Avenue, Almaly District, Almaty 050061, Kazakhstan
Bank details: Kaspi Bank JSC, BIC CASPKZKA, IBAN KZ09722S000047344410, KBe 17
E-mail: [e-mail]
Support: WhatsApp +7 707 710 93 98