Customer Inquiry

1 - What types of tow trucks are available in the app?
We offer two types of tow trucks:

• Standard Tow for regular vehicles.
• Luxury & Sport Tow for high-end and sports cars with safe, full-down flatbeds.

2 - How is the towing cost calculated?
The cost is calculated based on distance and tow type. The price is shown before confirming the request.

3 - Can I pay by cash or electronically?
Yes, you can pay by cash or electronically through Apple Pay, Google Pay, or debit/credit cards.

4 - How long does it take for the driver to arrive?
Driver arrival time depends on your location—usually between 10 to 30 minutes.

5 - Are there any additional fees for using the Mosaada app?
Yes, a 10% service fee is applied to each request, with a maximum charge of AED 25.

6 - What if no driver is found?
If no drivers are available, a message will notify you, and you can try again later.

7 - Can I cancel the request after confirming it?
Yes, you can cancel before the driver arrives. Cancellation fees may apply based on our policy.

8 - How can I contact customer service?
You can reach our customer service through the in-app live support or by email:
📧 support@mosaada.ae

9 - What should I do if I face an issue with the app?
If you face any issue with the app, please try updating it first. If the issue persists, contact our technical support.

10 - Is the app available across all Emirates?
The app is currently available in Abu Dhabi and Al Ain, with plans to expand to other Emirates soon.

11 - I forgot my password. What should I do?
Click on “Forgot Password” on the login screen and follow the steps to reset it.

12 - Can I update my phone number or email after registration?
Yes, you can update your personal details from the settings inside the app.

13 - Is your support team available 24/7?
Yes, our support team is available 24/7 to assist you anytime.

 Driver Partner Inquiries 

14 - How do I register as a driver on the Mosaada app?
Open the app, select "Register as a Driver", and fill in your details. Upload required documents such as ID, driver’s license, and vehicle registration.

15 - What documents are required for registration?
- Copy of Emirates ID
- Valid driver’s license
- Vehicle registration
- Profile photo
- IBAN number (mandatory for bank withdrawals)

16 - Is registration free?
Yes, registration is 100% free. No subscription fees.

17 - What is the app's commission?
A 10% commission is deducted per trip, with a maximum of AED 25.

18 - When will I receive my earnings?
The electronic payments are transferred to your bank account weekly, within two business days from the end of the accounting period.

19 - What happens if a driver has an outstanding balance and their account reaches -100 AED?
If a driver’s outstanding balance reaches -100 AED or more, their account will be temporarily suspended until the owed amount is settled. The driver is required to transfer the outstanding amount to the company’s account on the accounting period closing date. The driver will not be able to use the app or receive new requests until the full amount is paid.

20 - Does the app allow cash payments?
Yes, the customer can choose to pay in cash or electronically. You receive cash directly from the customer.

21 - Can I use more than one vehicle?
Yes, but each vehicle must be registered separately with its documents.

22 - What happens if I cancel a ride?
If a ride is cancelled after acceptance, a AED 10 penalty is deducted.

23 - Can I rate the customer?
Yes, you can rate the customer after each trip. The rating affects their account.

24 - Can the customer rate the driver?
Yes, and they can report unprofessional behavior, which may lead to account suspension.

25 - Are there any conditions for using the app?
Yes, drivers must maintain professionalism, safety, and respect. Violations may result in account suspension.

26 - How do I contact technical support?
Via the app or by email:
support@mosaada.ae

27 - Can I work in more than one Emirate?
Yes, you can receive requests from any Emirate in the UAE based on your location.

28 - How can I get more ride requests?
• Stay online consistently
• Be present in busy areas
• Maintain a high rating
• Respond quickly to requests

29 - Is the app available 24/7?
Yes, the app is available 24/7. You can work anytime.

30 - Can I pause my account temporarily?
Yes, you can choose "offline" to not receive ride requests.

31 - Can I register a company with multiple vehicles?
Yes, we offer fleet solutions with a control panel. Contact us for details.

32 - Is there technical support available?
Yes, our support team is available 24/7.

33 - I forgot my password, what should I do?
Tap "Forgot Password" on the login screen and follow the instructions.

34 - Can I update my information?
Yes, through the app settings or by contacting support.

35 - Is there a rewards system?
Yes, a rewards program is launching soon for:
• Most active drivers
• High ratings
• Consistent performance

36 - Can I view trip details?
Yes, each trip includes full details before acceptance and a full history afterward.

37 - Can my account be suspended?
Yes, if there are complaints or violations of the app's policies.