iHand Support

How does iHand work?

You book through the app or ihand.ae. iHand is a technology marketplace and services broker that matches you with an approved independent captain. Your delivery contract is directly with the captain who accepts it. iHand provides the platform and administers payment and support.

A job arranged directly with a captain outside the app or ihand.ae is not an iHand booking. Do not pay an extra amount or move an accepted iHand delivery off-platform.

Can I book through WhatsApp?

No. WhatsApp is for support only. Place every order through the iHand app or ihand.ae. Do not place an order through a captain's personal WhatsApp account.

Which areas are covered?

Within Al Ain only. Both pickup and drop-off must be inside the available service area. Intercity delivery is unavailable unless the booking screen expressly offers it.

What package sizes are accepted?

Motorbike: up to 5 kg. Sedan: over 5 kg and up to 25 kg, and small enough to fit safely in a sedan. See the prohibited-item rules.

The customer must accurately describe, safely seal and pack the package. A captain may refuse a prohibited, unsafe, leaking, damaged, misdescribed or incorrectly classified package.

How much does it cost?

The captain's fare depends on distance, class and vehicle and is shown before booking. The total includes a separate iHand service fee equal to 2% of the fare with a minimum of AED 2. VAT is included only where it legally applies to the relevant captain or iHand supply. The confirmed total is the amount you pay.

How can I pay?

Available methods may include card, Apple Pay or Google Pay through Ziina's hosted page, iHand Wallet, cash at handover, or an iHand-authorised Ziina card-at-door link. iHand does not receive your full card number.

What if my package is lost, damaged, delayed or handed to the wrong person?

Report it through iHand immediately so we can preserve records and help investigate. The captain is the delivery provider and is primarily responsible for the package after collection. Section 10 of the Terms explains responsibility. Your rights are not limited where UAE law does not allow a limitation.

Are packages insured?

iHand does not currently include or sell optional parcel insurance. This does not remove responsibility or compensation imposed by UAE law. Do not send prohibited items and make sure the package is correctly described, sealed and safely packed.

How do I cancel or request a refund?

Use the active order screen. Before confirmation, the app shows the amount retained and refunded. Refunds return to the original payment method. Fraud, handover or chargeback review and payment-provider processing times may apply.

How do I delete my account?

Use Settings → Account → Delete account. If you cannot access the app, follow the instructions at ihand.ae/delete-account.

How are captains paid?

The job offer shows the captain their Net Captain Earnings — what they will be paid — before they accept it. For an ordinary completed job iHand deducts a commission from the delivery fare at the rate set by iHand from time to time; that rate is fixed when the order is created, so it never changes a job already offered or accepted. Non-cash earnings accrue to the captain balance and cash orders are reconciled against it. Full rules are in section 8 of the Terms.