Terms of Service

iHand — same-day delivery within Al Ain

Last updated 28 September 2026

This agreement is between you and I HAND SERVICES BROKER, an Abu Dhabi Trader establishment licensed under licence CN-6423794, trading as iHand. In these terms, “iHand”, “we”, “us” and “our” mean that establishment. Contact us at info@ihand.ae or +971 50 122 7200.

These terms apply when you use the iHand mobile apps or place an order through ihand.ae. WhatsApp is a support channel only and is not an ordering channel. Captains also agree to the Captain Terms before accepting a first delivery and whenever those terms materially change.

1. The service and your contract

iHand is a technology marketplace and services broker. It enables a customer to request delivery and an approved independent captain to accept and provide it. The delivery contract is directly between the customer and the captain who accepts the booking.

The captain, not iHand, is the delivery provider and carrier. The captain is responsible for collection, custody, transport and handover. iHand does not employ the captain, own the vehicle or itself take custody of the package.

iHand supplies the platform, calculates and displays the proposed fare under these platform rules, matches the parties, facilitates communications, maintains the delivery record and administers payment, support and complaints. The captain accepts the displayed fare and delivery terms when accepting the job.

For electronic and Wallet payments, the captain appoints iHand as the captain's limited payment-collection agent. Payment to iHand for the captain's fare discharges the customer's payment obligation to the captain. iHand remains responsible for its own platform, payment and mandatory legal duties.

Any delivery arranged directly with a captain outside the app or ihand.ae is not an iHand booking. iHand does not set, collect, record or support an off-platform transaction and is not responsible for it except to the extent liability cannot lawfully be excluded.

2. Who may use iHand

You must be at least 18 and legally able to enter this agreement.
Give accurate information and use a phone number you control.
Use one personal account. Contact support if you need to change your phone number.
Do not share your account or use another person's identity.
The package must be handed to the named adult recipient. If the intended recipient is under 18, the customer must name an authorised adult to receive it.

3. Customer promises and responsibilities

When you book, you promise that:

you own the package or have the owner's authority to send it and the delivery does not violate any law or third-party right;
the contents, condition, value, weight, dimensions, addresses, coordinates, recipient and instructions are complete and accurate;
the package is sealed, labelled and packed to withstand ordinary road transport, handling and weather, without special handling or temperature control unless iHand expressly agrees otherwise in writing;
the recipient expects the delivery and you are authorised to give us the recipient's personal data; and
you will not use iHand for resale, unlawful activity, fraud, testing, scraping, reverse engineering, interference or abuse.

You bear the risk and cost caused by a false description, prohibited content, inherent defect, ordinary deterioration, leakage, inadequate packaging, an unsafe instruction, an incorrect address or lack of authority. You must reimburse iHand for direct loss, reasonable remediation cost, fines and third-party claims caused by your fraud, unlawful act or breach of these promises, except to the extent caused by iHand or its captain. This reimbursement does not remove a mandatory consumer right.

We may inspect the outside of a package, request information or evidence, refuse a booking, stop transport, return a package, surrender it to an authority or take another reasonable safety step if we suspect a breach. We do not have to open a package and acceptance does not confirm that its contents or packaging comply.

4. Service area, package class and timing

iHand currently accepts same-day deliveries within Al Ain only. Both pickup and drop-off must be inside the available service area shown before booking. Intercity delivery is unavailable unless the booking screen expressly offers it.

Motorbike: up to 5 kg.
Sedan: over 5 kg and up to 25 kg, and small enough to fit safely in a sedan.

You must select the correct class and accurately describe the contents, weight, size, pickup, drop-off and recipient.

Delivery times are estimates, not guarantees. They depend on booking cut-offs, package readiness, captain availability, traffic, weather, road restrictions, public holidays, emergencies and events outside reasonable control. We will tell you if we become aware of a material delay or failed delivery.

5. Prohibited and unsuitable items

You must not send:

illegal, stolen, counterfeit or controlled items;
alcohol unless its transport is expressly lawful and authorised;
weapons, ammunition, explosives, fireworks, or flammable, corrosive, toxic, radioactive or biological hazards;
prescription or controlled medicines, medical samples or bodily material unless iHand has expressly approved a lawful transport process;
tobacco or vaping products;
live animals or human remains;
cash, negotiable instruments, gold, jewellery or other high-value valuables;
food, medicine or other goods requiring temperature control that iHand does not provide, except a café, restaurant or shop order that the customer placed and paid for with the seller and that the seller has sealed or lidded for collection, which iHand carries as packed and without temperature control;
obscene or unlawfully discriminatory material;
waste or anything that may endanger a person, vehicle, property or the public; or
anything not safely packed, sealed and labelled for ordinary road transport.

You are responsible for the package's contents, description, weight, dimensions and packaging. A captain may refuse or stop a delivery and report it where the package appears prohibited, unsafe, damaged, leaking, incorrectly described or incorrectly classified. This does not allow the captain to open it.

6. Price, service fee, promotions and VAT

Before confirmation we show the captain's delivery fare, the separate iHand service fee, any promotion, VAT included where applicable, and the total you will pay.

The service fee is payable to iHand for the platform service and is 2% of the captain's fare with a minimum of AED 2. It is separate from the captain's delivery fare.

Displayed amounts are inclusive of VAT only where VAT legally applies to that supply. The captain's fare is not subject to VAT where the captain is not VAT-registered. VAT on iHand's service fee and captain commission is included where iHand is required to charge it. A fixed-total promotion is the final customer total unless you change the delivery details before confirming.

A promotion is personal, non-transferable, has no cash value and may be withdrawn or reversed where it was obtained or used through fraud, duplication, manipulation, breach or an obvious error. We may cancel and refund an order before pickup if a displayed price is an obvious technical error. We will not charge a higher corrected price without your agreement.

iHand issues an Arabic invoice or receipt for its service fee and a payment receipt for the captain's fare as the captain's collection agent. The receipt identifies the captain as the delivery provider. A VAT-registered captain must issue any required tax invoice or enter a separate compliant self-billing agreement.

7. Payment, Wallet, cancellation and refund

Card, Apple Pay or Google Pay: paid through Ziina's hosted page. iHand does not receive your full card number.
iHand Wallet: a limited prepaid credit usable only through iHand for captain delivery fares and iHand platform fees. It is not a bank account, cannot be transferred or withdrawn as cash and earns no interest.
Cash: the captain collects the entire confirmed total. The captain receives the delivery fare for the captain's own account and collects iHand's service fee as iHand's limited collection agent.
Card at the door: the captain presents an iHand-authorised Ziina link or QR code. iHand collects the captain's fare as the captain's limited collection agent and collects iHand's service fee for its own account.

You authorise iHand and its payment provider to collect the confirmed total, retain iHand's disclosed fees, remit the captain's net amount, process an agreed adjustment and administer a refund for the captain. A failed or reversed payment does not extinguish an amount due to iHand or the captain. An invalid chargeback, cash shortfall or other unpaid confirmed amount remains a debt to the person entitled to it. iHand may administer recovery, suspend the account and recover reasonable documented third-party collection cost, subject to mandatory law.

Refunds return to the original method unless that is impossible or prohibited. We will tell you before using another lawful method. Unused Wallet credit is returned to the original funding method where reasonably possible when an account is deleted, subject to identity verification, fraud checks, open deliveries, refunds, chargebacks, legal holds and other legal requirements.

Before confirming a cancellation, we show the amount retained and the amount refunded.

Before a captain accepts: full refund.
After acceptance but before collection: the captain's scheduled amount is zero. If the captain has materially begun the job, iHand may retain only a reasonable disclosed amount attributable to legally compensable work or expense.
Customer cancellation after collection: the captain receives 30% of normal Net Captain Earnings and the remaining customer payment is refunded, unless another lawful amount was clearly disclosed and accepted before booking.
Return after failed delivery: the captain receives 50% of normal Net Captain Earnings and the remaining customer payment is refunded.

We may withhold a refund while we reasonably investigate fraud, duplicate claims, a disputed handover, a chargeback or a legal restriction. Undisputed amounts will not be held longer than reasonably necessary. Payment-provider processing times apply.

8. Captain Terms

Version 2026-09-02-v4 · Captains accept this section electronically in the app.

8.1 Independent business relationship

You use iHand's platform as an independent delivery business and provide each accepted delivery directly to the customer. The customer, not iHand, is the recipient of your delivery service. You are not an employee, worker, partner or general agent of iHand and receive no guaranteed work, minimum income, salary, leave or employment benefits.

You decide when to use the app and which offered jobs to accept. You may ignore or decline a job before acceptance without penalty and may work for other people or platforms, including competitors. Once you accept a job, you must complete it or promptly report why you cannot.

Subject to the agreed pickup, delivery, safety and timing requirements, you choose your route and method. iHand does not control your hours or day-to-day driving.

8.2 Legal eligibility

You must be at least 18 and maintain a valid UAE driving licence, valid mulkiya, legal right and every work or freelance permission required for paid delivery, every required driver/vehicle/transport permit, and motor insurance expressly covering paid delivery and carriage for reward.

Provide current evidence when requested and tell us immediately if any requirement expires, is suspended or stops covering the service. Do not accept a job while anything is missing.

These are continuing warranties each time you go online and accept a job. Approval does not transfer your legal responsibility to iHand and does not mean iHand has independently verified every fact.

8.3 Vehicle, equipment and costs

You provide your approved vehicle, phone, data, fuel, maintenance, equipment and insurance. The vehicle must be roadworthy, safe, clean and suitable for the accepted class. You bear your operating costs, traffic fines, parking and taxes unless the job expressly says otherwise.

You must keep your own books and records and cooperate with a reasonable document, safety, payment or compliance audit relating to your iHand work.

8.4 Personal account and authority

Your account is personal. Do not share it, allow another person to use it, subcontract a job, or use an unapproved driver or vehicle.

You cannot bind iHand, vary the confirmed customer price, collect an additional charge, make a warranty for iHand or claim to be an employee. For a cash booking, your only authority from iHand is to collect iHand's displayed service fee. You appoint iHand as your limited agent to collect electronic and Wallet payments of your delivery fare.

8.5 Safety and conduct

Obey traffic and safety law. Stop safely before reading or operating the app. Harassment, threats, violence, theft, discrimination, intoxication, deliberate damage or unsafe driving may result in immediate suspension.

You must act professionally, follow lawful pickup, proof, handover and return instructions, and immediately report an accident, police contact, suspected illegal item, loss, damage, injury, cash discrepancy or security incident. You must not create a lien over, retain as leverage, use, consume, sell or dispose of a package.

8.6 Package custody

Check the outside condition of the sealed package at pickup and record visible damage, unsafe packaging or a mismatch before accepting custody. Never open it. Keep it secure and attended. Deliver only to the named adult recipient after the reasonable verification steps shown in the app.

Use pickup and delivery photographs only as evidence. Do not photograph faces, identity documents, payment cards or unrelated private material. If the recipient cannot be reached, report the issue and keep the package secure while iHand gives lawful retry, storage or return instructions.

As the delivery provider and carrier, you are responsible to the customer for the package from collection until lawful handover, subject to applicable UAE law and the customer-fault provisions in these terms. You must preserve the package and evidence, cooperate with an investigation and follow lawful instructions. You have no authority to settle or admit a claim on iHand's behalf.

8.7 Fare, iHand Commission and Net Captain Earnings

The job offer shows your Net Captain Earnings for that job — the amount you will be paid — before you accept it. The delivery fare and the iHand Commission that make it up are not shown on captain screens.

Ordinary completed job: you earn the quoted delivery fare less a commission to iHand on that fare, at the rate set by iHand from time to time, inclusive of any VAT chargeable on the commission. Your Net Captain Earnings are the amount shown on the job offer you accept, before the customer service fee. The rate applying to a job is fixed when that job is created and does not change afterwards, so a change to the rate never affects a job you have already been offered, accepted or completed.
Fixed-total promotional order: your Net Captain Earnings are the full promotional price shown to you, with no percentage deduction.
Completed return: 50% of normal Net Captain Earnings.
Customer cancellation after collection: 30% of normal Net Captain Earnings.
Cancellation before collection: scheduled amount zero.

You accept these scheduled amounts as full payment for the stated outcome, including time, travel and expense, unless the job summary expressly states otherwise or mandatory UAE law requires a different payment. There is no payment for a cancellation before collection. An admin bonus is discretionary unless it appears in the accepted job summary or has already been credited.

Your delivery fare is consideration for your service to the customer. iHand Commission is consideration for iHand's platform and brokerage service to you. Neither amount is a wage. You may dispute a manifest calculation error through support within 30 days after the ledger entry. Delay does not remove a non-waivable claim but may affect the evidence available.

8.8 Cash reconciliation and set-off

For cash, you collect your delivery fare for your own account and collect the iHand service fee for iHand. You owe iHand the service fee plus iHand Commission. Your balance is therefore debited by the total customer cash collected minus your Net Captain Earnings; it is not limited to the iHand Commission alone.

We show each credit, debit, adjustment and balance. You must pay any matured negative balance on demand and no later than seven days after notice. We may set it off against later Net Captain Earnings, bonuses, refunds or other sums payable to you. We may reverse duplicate or erroneous credits and place a reasonable temporary hold on an amount connected with suspected fraud, cash shortage, chargeback, customer claim or legal restriction while we investigate. We will release the undisputed balance when reasonably practicable and do not charge interest unless agreed or awarded by law.

8.9 Payouts

For non-cash orders, iHand collects your fare as your limited payment agent, deducts iHand Commission and credits your Net Captain Earnings to your balance. You may request payment when the balance reaches the admin-set minimum shown in the app, initially AED 100. Give accurate bank, account-holder and IBAN details. We process an approved payout by manual bank transfer within a reasonable time and show the transfer reference. Bank processing, verification, fraud review, a negative balance, chargeback, dispute or legal restriction may delay the affected amount. You bear bank charges imposed on your receiving account unless mandatory law requires otherwise.

8.10 Taxes and invoices

You are responsible for tax registration and tax on your delivery service to customers. If you are not VAT-registered, you must not state or charge VAT on your fare. If you become VAT-registered, tell us before your next job, provide your TRN and issue the customer any required tax invoice or enter a separate compliant self-billing agreement.

Where iHand is required to charge VAT, iHand Commission is VAT-inclusive and iHand issues you the required tax invoice for that commission. iHand separately accounts for VAT on the customer service fee where required.

8.11 Customer information and non-circumvention

Use customer and recipient details only to complete the job, resolve a related dispute or comply with law. Keep them confidential and delete personal copies when no longer needed. Do not use delivery information to solicit an off-platform transaction or avoid an iHand charge for that accepted job. You remain free to work independently using information lawfully obtained elsewhere.

Do not copy, scrape, sell or build a customer list from iHand data. Do not contact a customer or recipient after the delivery except through iHand for that delivery or where law requires. These obligations continue after your account ends.

8.12 Claims and indemnity

Report loss, damage, accident, injury, police contact or customer claim immediately and preserve the available evidence.

To the extent permitted by law, you must indemnify and reimburse iHand for direct loss, customer package claims, refunds paid on your behalf, chargebacks, cash shortages, fines, penalties, reasonable investigation and legal cost, and third-party claims caused by your fraud, wilful misconduct, negligence, unlawful act, traffic or safety breach, unauthorised charge, data misuse, tax failure, missing permit or insurance, or material breach of these Captain Terms. This includes death, injury or property damage caused by your driving or vehicle. You are not responsible to the extent caused by iHand, the customer, an inherent package defect or another cause for which you are not legally responsible.

You must notify iHand promptly, give reasonable assistance and not admit or settle an iHand claim without consent. iHand may control the defence of a third-party claim affecting it, while consulting you where your liability is involved.

To the extent permitted by law, iHand is not liable to you for lost profit, lost opportunity, anticipated jobs, vehicle downtime or indirect loss. iHand's aggregate contractual liability to you is limited to Net Captain Earnings finally collected and unpaid for completed jobs in the 30 days before the event, except for fraud, wilful misconduct, gross fault, death or personal injury, sums that cannot lawfully be limited, or Net Captain Earnings already due.

8.13 Review, suspension and appeal

We assess eligibility from verified documents, completed and failed deliveries, safety reports, substantiated complaints and ratings considered with their number and context. A rating alone does not automatically decide your status.

We may reject, limit, suspend or deactivate access immediately where we reasonably identify a safety, fraud, legal, insurance, document, cash, security, customer-protection or serious reputational risk; repeated failed or cancelled deliveries; a material breach; or a substantiated pattern of poor service. We may keep access suspended while we investigate. We provide the reason category unless law, safety, another person's rights or a confidential investigation prevents it.

You may appeal through support within 14 days and provide evidence. A person not responsible for the original decision reviews a permanent deactivation where reasonably practicable. An appeal does not restore access pending review. Undisputed Net Captain Earnings remain payable after lawful set-off.

8.14 Ending or changing the Captain Terms

You may stop accepting jobs at any time and close your account after completing or lawfully returning every package. We may end these Captain Terms on seven days' notice or immediately for serious breach, safety risk, fraud, loss of legal eligibility or legal requirement.

A change to fees, cancellation shares, payouts or another material term applies only to future jobs and only after you affirmatively accept the new version. Mere continued use is not acceptance of a material change.

A non-material operational change may take effect after notice. Each future job offer may state a different fare, commission, promotion or condition; accepting that job accepts its displayed terms. Ending your account does not affect package return, confidentiality, data, payment, set-off, indemnity, claims, evidence, law or court terms that by their nature continue.

9. Communication and user content

Use chat, calls, voice notes and phone numbers only for the relevant delivery. Do not harass, threaten, discriminate, impersonate, solicit, send unlawful content or request unnecessary personal information.

You may report and block another user. We may preserve, restrict or review reported content where reasonably necessary for safety, fraud, legal claims or enforcement, and may remove unlawful or abusive content. Use emergency services where someone is in immediate danger.

You are responsible for content you submit and promise that it is accurate, lawful and does not infringe privacy, confidentiality or intellectual-property rights. We may disclose relevant content to the other delivery participant, our providers, insurers, advisers or authorities where reasonably necessary or legally required.

10. Loss, damage, delay and liability

iHand does not currently include optional parcel insurance. This does not remove or reduce responsibility imposed by UAE law.

Report loss, damage, delay or delivery to the wrong person through iHand so we can preserve records and facilitate the claim. The captain is the delivery provider, carrier and primary person responsible for a package after collection. A package claim is therefore against the captain, although iHand may investigate, communicate and administer a refund or settlement on the captain's behalf.

iHand is not the carrier and does not accept custody of the package. iHand is responsible only for loss directly caused by iHand's own breach of its platform, payment or mandatory legal duties. Nothing excludes or limits liability for iHand's fraud, wilful misconduct, gross fault, death or personal injury caused by iHand, or a consumer right that cannot lawfully be excluded.

You remain responsible for loss caused by prohibited contents, inaccurate description, inherent defect, inadequate packaging or unlawful instruction to the extent it caused the loss.

To the extent permitted by mandatory law, neither iHand nor the captain is responsible for loss caused by the customer, recipient or another third party; an inherent defect, ordinary wear, evaporation or deterioration; inadequate or undisclosed special packaging; a prohibited item; an inaccurate address or instruction; a law-enforcement act; or force majeure. iHand is additionally not responsible for a payment, telecom, map or cloud-provider outage outside its reasonable control. Any responsibility is reduced to reflect the claimant's contribution.

A claimant must take reasonable steps to reduce loss, give prompt notice and provide the order number, proof of contents, ownership, condition and actual market value, and other reasonably available evidence. Late notice does not extinguish a mandatory right but may reduce recovery where delay caused prejudice.

To the extent mandatory law permits, neither iHand nor the captain pays sentimental or replacement-new value, lost profit, revenue, opportunity, business, goodwill or other indirect or consequential loss. Any parcel compensation payable by the captain is limited to proven direct loss and the package's actual market value immediately before the loss or damage, less salvage and amounts recovered elsewhere, with no double recovery.

Where UAE law permits a monetary limitation for iHand's separate platform service, iHand's aggregate liability arising solely from that service is limited to the greater of AED 500 or the iHand service fees the claimant paid during the preceding 12 months. This cap does not apply where such a limitation is prohibited.

iHand is not responsible for a captain's vehicle, operating cost, fine, injury or third-party liability except to the extent directly caused by iHand's legally attributable fault.

11. Your content

You retain ownership of content you provide. You give iHand a non-exclusive licence to host, process, reproduce and share it with the captain, recipient, service providers and authorities only as reasonably necessary to operate, secure and support the delivery, investigate reports, meet legal duties and exercise legal rights. The Privacy Policy governs personal data.

This licence is worldwide, royalty-free and lasts for as long as those purposes, retention duties or legal claims require. You warrant that you have the rights and permissions needed to grant it.

12. Account restriction

We may reject a booking or restrict, suspend or close an account where reasonably necessary for safety, fraud prevention, chargebacks, unpaid sums, legal compliance, operational integrity, an investigation or material or repeated breach. We may preserve evidence and prevent a new account intended to evade a restriction. We tell you the reason category and provide a review route unless law, safety, another person's rights or a confidential investigation prevents disclosure.

13. Availability and events outside control

We do not guarantee captain availability or uninterrupted apps, maps, messages or payments. We are not responsible for delay caused solely by an event outside reasonable control, but will take reasonable steps to reduce its effect, communicate with you and provide any remedy required by law.

Public-holiday, Ramadan, weather, road-closure and peak-demand conditions may change availability and estimates. App estimates and map routes are informational and do not create a guaranteed handover time.

14. Privacy and account deletion

The Privacy Policy explains our use of personal data. You may request deletion in the app or at ihand.ae/delete-account. Active deliveries, refunds, payouts and legally required records must first be handled as described there.

15. Changes

Changes apply prospectively. We give reasonable notice of a material change and request affirmative acceptance where law requires or where it affects price, payment, liability, captain remuneration or another material right. If you do not accept, you must stop using the affected service. Continued use after the effective date accepts a non-material change. No change reduces a right or payment already accrued.

16. Complaints

Email info@ihand.ae or call +971 50 122 7200 promptly with the order number, requested remedy and available evidence. We aim to acknowledge within two business days and respond within a reasonable time; this is a service target, not a guaranteed resolution time. This does not limit a complaint to a competent UAE authority.

17. Law and courts

These terms are governed by UAE federal law and applicable Abu Dhabi law. The competent Abu Dhabi courts have jurisdiction, but this does not prevent a consumer from using a mandatory complaint process, authority or court available under applicable law.

18. Notices and general terms

We may send operational and contractual notices through the app, email or SMS using your registered details. Formal notices to iHand may be sent to info@ihand.ae and our registered address.

To the extent permitted by law, iHand's booking, authentication, payment, message, location, proof, ledger, acceptance and server records are evidence of the recorded event and time. You may challenge a manifest error with contrary evidence.

These terms, the confirmed booking and applicable Captain Terms form the entire agreement about the service. If a provision is invalid, the remainder continues. Failure to enforce a term is not a waiver.

You may not assign or transfer this agreement, account, booking or Captain status. iHand may assign or transfer this agreement to a properly licensed affiliate, purchaser or successor and will give notice where required.

The Arabic version is controlling. Other languages are for convenience. An Arabic version must be supplied before public launch.

You consent to electronic contracting. Ticking an unchecked acceptance box identifies your intention to accept the displayed version. We retain the account identifier, authentication record, timestamp, version, language and an integrity record of the accepted text. You may request a copy.

Nothing in these terms overrides a mandatory right under UAE law.