1. Introduction

Welcome to Sofred, Oman’s first shared mobility platform. We are committed to offering a safe, sustainable, and convenient transportation experience through our smart vehicles.

This User Guide outlines everything you need to know about:

  • Eligibility Criteria & Onboarding Steps

  • How to use Sofred vehicles responsibly

  • Prohibited Conduct (Misuse)

  • Safety Instructions

  • Responsibilities of the User

  • Incident Reporting & Emergency Procedures

  • Penalties & Enforcement Procedure

Using  Sofred vehicles implies full acceptance of this guide and the Terms & Conditions.


2. Eligibility Criteria & Onboarding Steps

To use Sofred vehicles, you must:

  • Be 18 years or older;

  • Have a valid ID or Driving License;

  • Register on the Sofred app and verify identity;

  • Agree to the Terms & Conditions;

  • Add a valid payment method

  • Pass any in-app tutorial or safety checklist.

For Use in Private And Special Areas (ex. Universities) , you must:

  • Follow the area special rules;

  • Get the special user permit and license.

Users found to be ineligible or violating the onboarding process may have their account suspended or terminated.





3. How to Use a Sofred Vehicles Responsibly 

To ensure a smooth, safe, and compliant ride, follow these steps:

Step 1: Locate a Scooter

  • Open the Sofred app to find available scooters nearby.

  • Use the app map to view scooter locations, battery levels, and designated parking zones.

  • Ensure the scooter is within an approved service area.

Step 2: Know the Permitted Riding Zones

  • Check the app for designated riding zones and no-go zones.

  • Do not ride into no-go zones, such as highways, inside buildings, pedestrian-only paths (unless allowed), or off-limits areas defined in the App.

  • Always stay within the authorized service perimeter shown on the app.

Step 3: Assess the Weather and Road Conditions

  • Avoid riding in adverse weather (heavy rain, high winds, sandstorms, heat, etc.).

  • Assess road visibility and surface conditions before and during your ride.

  • If the conditions are unsafe, do not ride.

Step 4: Inspect the Scooter Before Use

Before unlocking the vehicle, perform a basic safety check:

  • Brakes – responsive and firm

  • Tires – not flat or worn out

  • Lights – both front and rear lights functioning

  • Bell – working properly

  • Accelerator – smooth and responsive

  • Battery – has enough charge for your intended trip

  • Frame – check for visible damage

If any issues are found, do not ride the scooter and report it through the app immediately.

Step 5: Unlock the Scooter

  • Use the app to scan the QR code on the handlebar or display.

  • Wait for the confirmation that the vehicle is unlocked and ready to use.


Step 6: Ride Safely

  • Mount the scooter carefully and maintain a steady, balanced posture.

  • Follow all traffic laws and posted speed limits.

  • Avoid sidewalks unless they are explicitly marked for shared use.

  • Be extra cautious around pedestrians, intersections, and driveways.

  • Yield to others and use hand signals when needed.

  • Adjust your speed according to traffic, surroundings, and road conditions.

Step 7: End Your Ride Responsibly

  • Park the scooter in an authorized parking spot:

    • Do not block walkways, ramps, doors, or emergency exits.

    • Avoid parking in restricted areas or on uneven ground.

  • Use the app to:

    • Take a clear photo of the parked scooter.

    • Confirm ride completion.

  • Report any issues, damage, or incidents using the app or support contact.


4. Prohibited Conduct (Misuse)

To ensure the safety of all users, pedestrians, and property, the following behaviors are strictly prohibited while using Sofred vehicles. Any such action will be considered misuse, and may result in fines, account suspension, permanent ban, or legal action, including liability for damages.

4.1 Unsafe or Irresponsible Usage

  • Carrying passengers, including children, infants and pets.

  • Riding under the influence of alcohol, drugs, or any medication that impairs your ability to operate the vehicle safely.

  • Performing stunts, racing, or taking the scooter off-road or on unsuitable surfaces (e.g., gravel, grass, steep hills).

  • Operating the scooter during extreme weather conditions such as heavy rain, strong winds, sandstorms, or poor visibility.

4.2 Unauthorized Modifications or Interference

  • Tampering with any scooter component, including its battery, wiring, motor, ect..

  • Attempting to repair, disassemble, or modify the scooter in any way.

  • Using non-Sofred locking mechanisms or chains to restrict scooter access.

4.3 Violation of Operational and Parking Rules

  • Riding in restricted zones and areas marked as "no-go zones" in the Sofred app

  • Blocking sidewalks, entrances, driveways, emergency exits, or handicap access points when parking.

  • Parking in non-designated areas or outside the allowed service zone.

4.4 Improper Use of Account or App

  • Lending your account or active ride to another person.

  • Creating multiple accounts to bypass restrictions or penalties.

  • Ignoring in-app safety alerts, including low battery or maintenance warnings.

  • Attempting to evade payment, disable tracking, or exploit system vulnerabilities.

4.5 Overloading or Mishandling

  • Exceeding the scooter’s maximum weight limit of 200 kg, including rider and carried items.

  • Using mobile phones, headphones, or any device that distracts you while riding.

  • Failing to maintain hands on the handlebar and eyes on the road during operation.


5. Safety Instructions

Your safety—and the safety of others around you—is a shared responsibility. Please follow the guidelines below each time you operate a Sofred vehicle:

5.1 Personal Safety Guidelines

  • Wear a helmet: While not legally mandatory in all areas, Sofred strongly recommends wearing a certified helmet during every ride.

  • Dress appropriately: Wear flat, closed shoes and avoid loose clothing that could get caught in the wheels or brake system.

  • Ensure you are physically and mentally fit before starting a ride.

5.2 Comply with Traffic Laws

  • Obey all local traffic laws, signals, and road signs.

  • Ride in scooter lanes where available, or on the far right side of the road.

  • Yield to pedestrians, especially in shared zones or near crossings.

  • Do not ride in vehicle lanes with fast-moving or heavy traffic.



5.3 Operate the vehicle Responsibly

  • Avoid sudden braking, sharp swerves, or aggressive turns, especially on wet or uneven surfaces.

  • Use hand signals when making turns or changing direction.

  • Keep both hands on the handlebar at all times.

  • Do not multitask while riding—avoid using mobile phones, eating, or holding bags.

5.4 Night and Low Visibility Riding

  • Only ride at night if the front and rear lights are functioning.

  • Wear reflective clothing or accessories to increase visibility.

  • Avoid dimly lit or isolated areas for your own safety.

5.5 Hazard Awareness

  • Avoid riding:

    • In crowded pedestrian areas

    • Near construction sites, potholes, or uneven terrain

    • Through puddles, mud, or slippery surfaces

  • Be alert for:

    • Sudden opening of car doors

    • Turning vehicles

    • Children or animals entering the riding path

5.6 Report Issues Immediately

  • If the scooter feels unstable, noisy, or malfunctioning, end your ride immediately.

  • Report the issue using the Sofred app so the vehicle can be inspected and taken out of service.


6. Incident Reporting & Emergency Procedures

6.1 Minor Technical Issues

Examples: Vehicle won’t start, low battery, unusual noise.

  • End the ride if the vehicle cannot be used safely.

  • Tap “Report an Issue” in the Sofred app to notify the support team.

  • Move to a safe area and wait for instructions or find another vehicle.

6.2 Accidents or Injuries

If you're involved in an accident or injury:

  • Ensure personal safety first; move to a safe location.

  • If injuries occur, call emergency services immediately.

  • Report the incident via the Sofred app or by contacting Sofred Support directly.

If third-party property or individuals are involved:

  • Submit a full incident report to Sofred including:

    • Photos of the scene

    • Details of what occurred

    • Copy of the police report or official reference number

Failure to report an incident properly may result in loss of account access or further legal responsibility.

7. Responsibilities of the User

As a Sofred rider, you are solely responsible for:

  • Your own safety, actions, and behavior during the ride.

  • Compliance with all traffic laws, local regulations, and rules.

  • Conducting a pre-ride inspection to ensure the scooter is functional.

  • Parking in designated areas and ending your ride properly in the app.

  • Reporting hazards, misuse, or damages you observe.

  • Using only the Sofred app to start, end, or lock/unlock scooters.

Misuse, rule violations, or failure to follow this guide may result in financial charges, legal liability, or account suspension.

8. Responsibilities of the Operator (Sofred)

Sofred is committed to user safety, operational integrity, and regulatory compliance. As the service operator, Sofred is responsible for:

  • Providing vehicles that are regularly inspected and maintained to meet safety and roadworthiness standards.

  • Delivering clear usage instructions through the Sofred app, onboarding process, and support materials.

  • Offering responsive customer support, available for technical issues, safety incidents, and user inquiries.

  • Monitoring vehicle activity and user behavior, and taking action against misuse, safety violations, or operational risks.

  • Collaborating with authorities and entities to ensure safe, lawful, and accessible service delivery.

Disclaimer:

  • While Sofred conducts regular maintenance and safety checks, we cannot guarantee that every vehicle is free from defects or risks at all times.

  • The user is solely responsible for conducting a pre-ride inspection and following all safety instructions provided in the User Guide.

  • Sofred shall not be held liable for any damage, injury, or loss resulting from:

    • Improper or negligent use of the vehicle

    • Failure to report issues or follow safety protocols

    • Hazardous road, weather, or traffic conditions

    • Unauthorized repairs, tampering, or third-party interference

All users must acknowledge and accept these terms before using the service. Use of Sofred vehicles implies acceptance of risk and responsibility, as outlined in the Waiver of Liability and Terms & Conditions.


9. Contact & Support

If you encounter an issue or need help:

Support Hotline / WhatsApp: 00968 77498918

Email: admin@sofredmobility.com

In-App Report and Dispute pages

10. Acknowledgement & Legal Agreement

By using Sofred services, you confirm that you:

  • Have read and understood the Sofred User Guide.

  • Acknowledge the risks associated with using the services.

  • Accept full legal responsibility for your conduct while using the service.

  • Agree to the Full Terms & Conditions.

  • Understand that violations may result in:

    • Fines or fees

    • Legal claims or penalties.

    • Temporary or permanent suspension of service.

    • Reporting to responsible authorities.