Last updated: 5 November 2026
These terms apply when you use the Rawaana app or website. Rawaana is a ride-hailing service operating in Pakistan, run from Islamabad. By creating an account or using Rawaana you agree to these terms and to our Privacy Policy. If you do not agree, please do not use Rawaana.
1. What Rawaana does
Rawaana connects passengers with drivers. Passengers offer a fare for a trip, and nearby drivers can accept it or make their own offer. Rawaana provides the app that makes this possible. The trip itself is carried out by the driver.
2. Who can use Rawaana
- You must be at least 18 years old.
- The information you give us must be true and kept up to date, including your name, phone number and any identity documents.
- You are responsible for your account and your password. Do not share your account or let anyone else use it.
3. Your account and your phone
- A passenger or driver account can be signed in on one phone at a time. If you lose your phone, sell it, have it stolen or forget to sign out of it, call our helpline on +92 308 0959997 and we can sign it out for you.
- Location must stay on while you are signed in. Rawaana cannot be used without it.
- You can delete your account at any time. See Delete your account. Some records are kept as explained in our Privacy Policy.
4. Fares
- The app shows an estimated fare before you book. It depends on the ride class, distance, time and fuel prices. You offer a fare, and the final fare is the one you and the driver agree in the app.
- Peak factor: where many passengers want a ride and few drivers are available, or in an area Rawaana has marked as busy, the estimate can be raised by up to two times the normal fare. The app tells you before you book.
- While waiting for a driver, a passenger can raise their offer. Neither a passenger's raised offer nor a driver's counter-offer can go above the limit shown in the app, which is twice the normal fare for the trip.
5. Payment and commission
- Passengers pay the agreed fare directly to the driver at the end of the trip.
- Rawaana charges drivers a commission on each completed ride, at the rate in force when the ride was booked. It is deducted from the driver's Rawaana balance, and the balance can go below zero.
- Drivers top up their balance through the options in the app and may need to do so to keep receiving ride requests. Any joining bonus is offered at our discretion.
6. Cancellations
A passenger who cancels may owe a fee, which goes to the driver:
| When the passenger cancels | Fee |
|---|---|
| Before a driver is confirmed, or within 80 seconds of a driver accepting | None |
| Driver has accepted but has not moved | None |
| Driver is on the way | 5% of the fare (up to PKR 100) plus PKR 20 per km the driver has driven, up to PKR 150 in total |
| Driver has arrived at the pickup | 20% of the fare |
| Trip has started | 30% of the fare |
- Fees you owe stay on your account. If you owe PKR 500 or more, you must clear them before booking again.
- Repeated cancellations can lead to a warning or to your account being suspended.
- Drivers do not pay a fee for cancelling, but must give a reason. Repeated or unfair cancelling can still lead to action on their account.
- If Rawaana ends a ride, for example for safety or support reasons, no cancellation fee is charged.
7. Drivers
- Drivers must have a valid CNIC and driving licence, and a roadworthy vehicle that matches the details on their account. They must follow the traffic laws and any other laws that apply to them.
- Verified drivers are asked to take a new selfie every 5 days, which becomes their profile picture. It is compared with the photo they registered with. They cannot take rides in the app until it is done, unless they are already on a ride.
- Rawaana checks drivers' documents before approving them. If a CNIC or licence expires, the driver cannot go online or take rides until Rawaana has verified the renewed one. We send reminders before this happens.
- Drivers choose which requests to accept and when to work. Drivers are independent and are not employees of Rawaana.
- Drivers must not ask for more than the fare agreed in the app.
8. Rawaana Pink and parcels
- Rawaana Pink (beta) lets female passengers ask for female drivers. Female drivers are only matched with female passengers, and don't drive vans or take parcel deliveries, so Rawaana Pink isn't offered for Van or Parcel Delivery. A driver may not always be available.
- Parcels: where parcel delivery is offered, the sender is responsible for what is sent. Do not send anything illegal, dangerous or that the driver cannot safely carry. A driver may refuse a parcel they believe breaks this rule.
9. How we expect you to behave
You must not:
- Harass, threaten, discriminate against or harm anyone, or damage a vehicle.
- Give false information, use another person's identity or documents, or create fake accounts or rides.
- Carry out or ask for anything illegal during a ride.
- Misuse another person's phone number or details shared for a ride.
- Interfere with the app, copy it, or try to get around its rules or limits.
10. Safety
The app has safety features, including quick access to the police and our helpline during a ride. They do not replace the emergency services. In an emergency call the police on 15. Please tell us about any safety problem through Complaints in the app or our helpline.
11. Suspending or closing accounts
We may warn, suspend or close an account if these terms are broken, documents are invalid or expired, we suspect fraud, or it is needed for someone's safety or by law. If your account is suspended, you can contact our helpline or use Complaints in the app to ask us to review it.
12. Our responsibility
We work to keep Rawaana running well, but it may sometimes be unavailable or inaccurate. For example, maps, arrival times and estimates can be wrong, and a driver may not always be available. As far as the law allows, Rawaana is not responsible for indirect losses, or for losses caused by events outside our reasonable control. Nothing in these terms removes any right or responsibility that cannot be removed under the law of Pakistan.
13. Changes to these terms
We may update these terms. We will change the date at the top, and tell you in the app if the changes are significant. If you keep using Rawaana after a change, the new terms apply.
14. Governing law
These terms are governed by the law of Pakistan. Please contact us first so we can try to resolve any dispute. Disputes that cannot be resolved go to the courts of Islamabad.
15. Contact us
Email info@rawaana.online or call our helpline on +92 308 0959997.