Terms of Service

1. About Karagio

Karagio ("Karagio", "we", "us", "our") operates an on-demand car care platform in Lebanon, accessible through our mobile application and website at karag.io. Karagio connects vehicle owners ("you", "the user") with automotive service providers, and provides field agents who deliver on-site assistance, collect and return vehicles, and coordinate repairs on your behalf.

Karagio acts as a coordinating intermediary and service manager between you and the service providers. We take active responsibility for vehicles in our custody, as described in these Terms.

2. Eligibility & accounts

To use Karagio you must:

• Be at least 18 years old and legally able to enter into a contract.
• Register using a valid Lebanese mobile number, which we verify by SMS.
• Provide accurate, current and complete information about yourself and your vehicle(s).
• Keep your account credentials secure. You are responsible for activity that occurs under your account.

3. Requesting services

Through the app you may request on-site assistance, collect-and-return repairs, the government vehicle inspection service, replacement vehicles, and other services we offer from time to time. When you submit a request:

• You authorise a Karagio agent to attend your location or to collect your designated vehicle.
• You confirm you are the owner of the vehicle, or are authorised by the owner to request services for it.
• You agree to be present, or to arrange for an authorised person to be present, at the agreed time and place.

4. Cost approval

No chargeable work is performed on your vehicle without your prior approval. For collect-and-return and repair jobs:

• The service provider submits an itemised estimate (parts, labour and timeline) through the Karagio system.
• You review the estimate in the app and may approve it, reject it, or request a revised quote.
• Work begins only after your approval is recorded with a timestamp.
• If additional work is discovered during a job, the provider must pause and submit a supplementary estimate for your approval before continuing.

5. Fees & payment

Karagio charges a service fee for agent mobilisation, vehicle collection and return, and job coordination. This fee is shown to you upfront and is separate from the service provider's job cost.

• Service fees and replacement-vehicle rates are published in the app and on our website and may be updated from time to time.
• The provider's job cost is the amount you approved in the itemised estimate.
• Payment may be made through the app using the methods we support, or by other arrangements we offer.
• Replacement-vehicle rentals may require a refundable security deposit and a valid Lebanese driving licence.

6. Our responsibility for your vehicle

While your vehicle is in Karagio's custody — from the moment our agent collects it until it is returned to you — Karagio is responsible for it. We document the vehicle's condition with photographs at collection and return. Any damage that occurs while the vehicle is in our custody, and that is caused by our negligence, is our responsibility.

We are not responsible for: pre-existing damage or faults documented at collection; defects inherent to the vehicle; or issues arising from work you declined to approve.

7. Insurance coordination

Where your vehicle is insured and you provide your insurer details, Karagio will route repairs to a garage approved by your insurer where possible, to help protect your coverage. Karagio does not act as your insurer, does not guarantee that any claim will be accepted, and is not responsible for decisions made by insurance companies. You remain responsible for the accuracy of the insurance information you provide.

8. Government vehicle inspection

Our inspection ("Mécanique") service includes collecting your vehicle, performing a pre-check, carrying out approved repairs, submitting the vehicle for the official inspection, and returning it. If a vehicle prepared by Karagio fails the official inspection due to an error or omission on our part, we will cover the cost of rectification and re-inspection for that item. This guarantee does not cover faults that were outside the agreed scope of work, that you declined to repair, or that arose after the vehicle left our custody.

9. Service providers

Service providers are independent businesses vetted and contracted by Karagio. While we coordinate and stand behind the jobs arranged through our platform, the technical work is performed by the provider. Disputes about the quality of work are handled through our dispute-resolution process (Section 10).

10. Cancellations & disputes

• You may cancel a request before work begins. Cancellation after an agent has been dispatched may incur the service fee.
• If you are dissatisfied with a completed job, raise it through the app within 48 hours of completion.
• Karagio will review the job log, photographs and agent reports and mediate a resolution, which may include re-doing the work, a partial or full refund, or an independent assessment.

11. Acceptable use

You agree not to misuse the platform, including by providing false information, requesting services for vehicles you are not authorised to manage, attempting to circumvent Karagio to transact directly with providers introduced through the platform, or using the service for any unlawful purpose.

12. Limitation of liability

To the maximum extent permitted by Lebanese law, Karagio's total liability arising from any job is limited to the value of that job (the service fee plus the approved provider cost). Karagio is not liable for indirect or consequential losses, including loss of income or inconvenience, except where such limitation is not permitted by law. Nothing in these Terms excludes liability that cannot be excluded under Lebanese law.

13. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified through the app or by other reasonable means. Continued use of the platform after changes take effect constitutes acceptance of the updated Terms.

14. Governing law

These Terms are governed by the laws of the Lebanese Republic. Any dispute that cannot be resolved amicably shall be subject to the competent courts of Beirut, Lebanon.

15. Contact

For questions about these Terms, contact us at legal@karag.io.