Terms and Conditions

Last Updated: August 26, 2025

1. Introduction

Welcome to Protocolo (“we,” “our,” or “us”). These Terms and Conditions (“Terms”) govern your use of the Protocolo application and website (collectively, the “Service”) operated by Protocolo (“Company”).

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of these terms, then you may not access the Service.

2. Acceptance of Terms

By creating an account, accessing, or using Protocolo, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. These Terms constitute a legally binding agreement between you and the Company.

3. Description of Service

Protocolo is a comprehensive service platform that provides taxi services, chauffeur services, door-to-door delivery, and car wash services through our mobile application and website. The Service allows users to book transportation, request delivery services, schedule car wash appointments, and manage service subscriptions.

4. User Accounts

4.1 Account Creation

  • You must provide accurate, current, and complete information during registration
  • You are responsible for maintaining the confidentiality of your account credentials
  • You must be at least 18 years old to create an account
  • One person or entity may not maintain more than one account without prior written consent

4.2 Account Responsibility

  • You are responsible for all activities that occur under your account
  • You must notify us immediately of any unauthorized use of your account
  • We reserve the right to suspend or terminate accounts that violate these Terms

5. Acceptable Use Policy

5.1 Permitted Uses

You may use Protocolo only for lawful purposes and in accordance with these Terms.

5.2 Prohibited Uses

You agree not to:

  • Use the Service for any unlawful purpose or to solicit unlawful acts
  • Violate any international, federal, provincial, or state regulations, rules, laws, or local ordinances
  • Transmit or procure the sending of any advertising or promotional material without our prior written consent
  • Impersonate or attempt to impersonate the Company, employees, other users, or any other person or entity
  • Use the Service in any manner that could disable, overburden, damage, or impair it
  • Use any robot, spider, or other automatic device to access the Service
  • Introduce any viruses, trojan horses, worms, logic bombs, or other malicious or technologically harmful material
  • Attempt to gain unauthorized access to any part of the Service or any other systems or networks

6. User Content

6.1 Content Ownership

You retain ownership of any content you submit, post, or display through the Service (“User Content”).

6.2 Content License

By submitting User Content, you grant us a worldwide, non-exclusive, royalty-free, transferable license to use, reproduce, distribute, prepare derivative works of, display, and perform your User Content in connection with the Service.

6.3 Content Standards

You are solely responsible for your User Content and warrant that it:

  • Does not violate any third-party rights
  • Does not contain unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, or otherwise objectionable material
  • Does not contain software viruses or any other computer code designed to interrupt, destroy, or limit functionality

6.4 Content Removal

We reserve the right to remove or modify any User Content that violates these Terms or is otherwise objectionable, without prior notice.

7. Privacy Policy

Your privacy is important to us. Our Privacy Policy explains how we collect, use, and protect your information when you use the Service. By using the Service, you agree to the collection and use of information in accordance with our Privacy Policy.

8. Subscription and Payment Terms

8.1 Service Fees and Subscriptions

We offer various services with different pricing structures including pay-per-use services and subscription plans. Current services and pricing are available in our application and website.

8.2 Payment

  • Service fees and subscription fees are charged according to the selected service or plan
  • Payments are processed through secure third-party payment processors
  • All payments are non-refundable except as required by Kuwaiti law or in cases of service failure
  • We reserve the right to change service fees and subscription rates with 30 days’ notice
  • Failure to pay fees may result in service suspension or account termination

8.3 Service Booking and Cancellation

  • Booking confirmations are subject to service availability
  • Cancellation policies vary by service type and are displayed at the time of booking
  • Late cancellations or no-shows may incur additional charges

9. Intellectual Property Rights

9.1 Our Rights

The Service and its original content, features, and functionality are owned by the Company and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

9.2 Trademarks

“Protocolo” and related logos are trademarks of the Company. You may not use our trademarks without our prior written permission.

9.3 DMCA Compliance

We respect intellectual property rights and will respond to clear notices of alleged infringement in accordance with the Digital Millennium Copyright Act.

10. Service Availability and Modifications

10.1 Availability

We strive to maintain Service availability but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or technical issues.

10.2 Modifications

We reserve the right to modify, suspend, or discontinue any part of the Service at any time with reasonable notice. We may also modify these Terms by posting updated versions on our website.

11. Termination

11.1 Termination by You

You may terminate your account at any time by following the cancellation process in your account settings or contacting us.

11.2 Termination by Us

We may terminate or suspend your account and access to the Service immediately, without prior notice, if you breach these Terms or for any other reason at our sole discretion.

11.3 Effect of Termination

Upon termination:

  • Your right to use the Service ceases immediately
  • We may delete your account and User Content
  • Provisions that should survive termination will remain in effect

12. Disclaimers and Limitation of Liability

12.1 Service Disclaimer

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

12.2 Limitation of Liability

IN NO EVENT SHALL THE COMPANY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM YOUR USE OF THE SERVICE.

12.3 Maximum Liability

OUR TOTAL LIABILITY FOR ANY CLAIMS RELATED TO THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SERVICE IN THE 12 MONTHS PRECEDING THE CLAIM.

13. Indemnification

You agree to indemnify, defend, and hold harmless the Company and its officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses, including reasonable attorney’s fees, arising out of or in any way connected with your use of the Service or violation of these Terms.

14. Dispute Resolution

14.1 Governing Law

These Terms are governed by the laws of the State of Kuwait without regard to conflict of law principles.

14.2 Dispute Resolution

Any disputes arising from these Terms or the Service shall be resolved through the competent courts in Kuwait, and all parties consent to the jurisdiction of Kuwaiti courts.

14.3 Class Action Waiver

You agree that any arbitration or legal proceeding shall be limited to the dispute between you and the Company individually, and you waive any right to participate in class actions.

15. General Provisions

15.1 Entire Agreement

These Terms constitute the entire agreement between you and the Company regarding the Service.

15.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

15.3 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.

15.4 Assignment

We may assign our rights and obligations under these Terms. You may not assign your rights under these Terms without our written consent.

15.5 Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control.

16. Contact Information

If you have questions about these Terms, please contact us at:

Protocolo
Email: support@protocolo.com.kw
Address: Kuwait – Sharq – Al Khalid Tower
Phone: +965 97005000

17. Updates to Terms

We reserve the right to update these Terms at any time. We will notify users of material changes by:

  • Posting the updated Terms on our website
  • Sending an email notification to registered users
  • Displaying a notice within the Service

Your continued use of the Service after any changes constitutes acceptance of the new Terms.

These Terms and Conditions are effective as of August 26, 2025.

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