Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of the Pyro platform, mobile applications, websites, and related services (collectively, the "Service") operated by Pyro ("Pyro", "we", "us"). The Service is offered in Saudi Arabia (KSA), the United Arab Emirates (UAE), Egypt, Kuwait, Qatar, Bahrain, Oman, Jordan, and other jurisdictions listed at sign-up. By creating an account or using the Service you agree to be bound by these Terms.

1. Eligibility

You must be at least 18 years old and have full legal capacity to enter into contracts under the laws of your country of residence. Organizations must be duly registered and represented by an authorised signatory.

2. Definitions

Homeowner — an end user who requests home services. Provider — a registered organization offering services through Pyro. Technician — an individual dispatched by a Provider. Booking — a confirmed service request. Wallet — the Provider's accrual and payout ledger held on the Service.

3. Nature of the Service

Pyro is a technology marketplace that connects Homeowners with independent Providers. Pyro is not the provider of the underlying home services and is not a party to the service contract formed between the Homeowner and the Provider. Providers are independent contractors and are solely responsible for the quality, safety, legality, and timing of the services they deliver.

4. Account registration & verification

You must provide accurate identity and contact details, verify your phone number and email, and keep your credentials confidential. One natural person may hold one account. Providers must additionally complete KYC verification (commercial registration, trade licence, VAT/TRN/Tax Card, and identity of the authorised representative) as required by their country of operation.

5. Homeowner obligations

You agree to provide accurate service addresses, ensure safe access to the site, disclose known hazards, be present (or nominate an authorised adult), and use the Service only for lawful, non-commercial residential purposes unless otherwise agreed.

6. Provider obligations

Providers must hold and maintain a valid Commercial Registration or equivalent (CR in KSA/BH/OM, Trade Licence in the UAE, Commercial Registry in Egypt, Commercial Licence in Kuwait, CR in Qatar, Trade Registration in Jordan), any applicable tax registration (VAT/TRN/Tax Card/NTN), and all licences, permits, and insurance required by local law. Providers are responsible for wage compliance, occupational safety, sub-contractor conduct, and employer-of-record obligations for their technicians.

7. Bookings, quotes & cancellations

A Booking is formed when a Provider accepts a Homeowner's request or when a Homeowner accepts a Provider's quote. Cancellations made outside a Provider's stated free-cancellation window, and no-shows, may attract a fee disclosed at booking. Rescheduling policies are displayed inside the Service.

8. Payments, VAT & platform fees

All prices are shown inclusive of applicable indirect taxes:

• KSA: 15% VAT (ZATCA e-invoicing)
• UAE: 5% VAT (FTA)
• Bahrain: 10% VAT (NBR)
• Oman: 5% VAT (Tax Authority)
• Egypt: 14% VAT / Tax Card invoicing (ETA)
• Jordan / Qatar: local sales tax or tax-ID invoicing where applicable
• Kuwait: no VAT currently levied

Pyro charges a platform commission and, where disclosed, an app fee. Both are itemised on the invoice. Payments are processed by a PCI-DSS compliant payment service provider; Pyro does not store full card data.

9. Escrow, refunds & disputes

Where escrow is enabled, funds are released to the Provider after service completion and expiry of the review window. Refund requests must be raised inside the Service within the disclosed window. Disputes are mediated by Pyro's support team; unresolved disputes may be escalated to the courts or arbitral forum identified in Section 17.

10. Workmanship warranty

Providers warrant their workmanship for the minimum period required by local consumer-protection law or the period displayed at booking, whichever is longer. This warranty is provided by the Provider, not by Pyro.

11. Ratings, reviews & user content

You grant Pyro a worldwide, royalty-free, non-exclusive licence to host, display, and moderate content you submit (photos, reviews, messages) for the purpose of operating the Service. You must not submit unlawful, defamatory, or infringing content.

12. Prohibited uses

You must not use the Service to commit fraud, launder money, evade sanctions, engage in illegal work, harass another user, or circumvent security controls. Providers must not solicit off-platform payments to avoid platform fees for Bookings originated on Pyro.

13. Intellectual property

The Pyro name, logo, and platform software are owned by Pyro and protected by trademark and copyright law. No rights are granted except the limited licence to use the Service in accordance with these Terms.

14. Suspension & termination

We may suspend or terminate accounts that breach these Terms, present a fraud or safety risk, or that we are required to close by law or regulator order. You may close your account at any time; statutory retention periods (Section 15 of the Privacy Policy) will still apply.

15. Liability

To the maximum extent permitted by law, Pyro's aggregate liability arising out of or relating to the Service is limited to the platform fees paid by you to Pyro in the three (3) months preceding the event giving rise to the claim. Pyro is not liable for indirect, incidental, or consequential loss. Nothing in these Terms excludes liability for gross negligence, wilful misconduct, fraud, or death or personal injury caused by negligence, which cannot lawfully be excluded under KSA, UAE, Egyptian, or other applicable law.

16. Indemnity & force majeure

You agree to indemnify Pyro against third-party claims arising from your breach of these Terms or your use of the Service. Neither party is liable for delays caused by events beyond reasonable control (natural disaster, war, government act, network outage).

17. Governing law & venue

The governing law and forum are those of your country of residence at account creation:

• KSA — Laws of the Kingdom of Saudi Arabia; competent commercial court in Riyadh.
• UAE — UAE federal law; onshore Dubai courts, or DIFC Courts where the parties agree in writing.
• Egypt — Egyptian law; Cairo Economic Court.
• Kuwait — Kuwaiti law; Kuwait Courts.
• Qatar — Qatari law; Qatar International Court (QICDRC) or onshore courts of Qatar.
• Bahrain — Bahraini law; Bahrain Chamber for Dispute Resolution or Bahraini courts.
• Oman — Omani law; Muscat Primary Court.
• Jordan — Jordanian law; Amman Court of First Instance.
• Other jurisdictions — English law; arbitration under LCIA rules seated in London, in English.

18. Consumer rights (non-waiver)

Nothing in these Terms waives mandatory consumer-protection rights granted to you under local law, including the KSA Consumer Protection Law (implemented by the Ministry of Commerce), UAE Federal Law No. 15 of 2020 on Consumer Protection, Egyptian Consumer Protection Law No. 181 of 2018, Bahrain Consumer Protection Law No. 35 of 2012, Qatar Consumer Protection Law No. 8 of 2008, Omani Consumer Protection Law (Royal Decree 66/2014), Jordanian Consumer Protection Law No. 7 of 2017, and Kuwaiti Consumer Protection Law No. 39 of 2014.

19. Changes to these Terms

We will give at least 30 days' notice of material changes by email or in-app notice. Continued use after the effective date constitutes acceptance.

20. Language

These Terms are published in English. An Arabic translation is available on request from support@pyro-app.io; where both versions are provided and there is a conflict, the Arabic version prevails in KSA, UAE, Egypt, Kuwait, Qatar, Bahrain, Oman, and Jordan.

21. Miscellaneous

If any provision is held unenforceable, the remainder remains in effect. These Terms, together with the Privacy Policy, constitute the entire agreement between you and Pyro regarding the Service.

22. Contact

Questions and legal notices: support@pyro-app.io.

This document is provided by Pyro for informational purposes. For binding Arabic-language versions or country-specific enquiries, contact support@pyro-app.io.