Version of 19.10.2026
1. General provisions
1.1. This document is a public offer of — (hereinafter "JOL") and sets out the terms of the user agreement on the use of the Service by passengers and delivery senders (the "Agreement").
1.2. The offer is accepted by registering in the Service and confirming consent to the terms of the Agreement. The Agreement is deemed concluded from the moment of acceptance. JOL records the fact, date and version of the accepted Agreement.
1.3. The Privacy Policy (https://api.jolapp.asia/legal/privacy) is an integral part of the Agreement. The terms for drivers and couriers are set out in the separate Public Offer for Drivers and Couriers (https://api.jolapp.asia/legal/driver_terms).
1.4. The Service may be used only by persons with full legal capacity aged 18 or over.
1.5. If you do not agree with the terms of the Agreement, do not use the Service.
1.6. The Agreement does not limit consumer rights provided for by the legislation of the Republic of Kazakhstan (the "RK").
2. Definitions
- Service — the "JOL" mobile app for iOS and Android, its web version and the website https://jolapp.asia, as well as the JOL software that makes them work.
- Passenger — a user who places an order for a ride or a delivery in the Service; when placing a delivery order, the Passenger is also the Sender.
- Driver — an independent person who receives orders through the "JOL Driver" app and performs rides and deliveries on their own. A Driver admitted to deliveries is a Courier.
- Recipient — the person to whom a parcel is delivered.
- Order — a Passenger's request for a ride or a delivery placed in the Service.
- Tariff — an Order category (Economy, Comfort, Business, Minivan, Delivery) with its own pricing and waiting terms.
- Price — the price of the Order shown in the Service.
- Bonuses — notional units of the JOL bonus program that give a discount on Orders.
- Account — a user's account in the Service.
3. The role of JOL
3.1. JOL is an information service that allows Passengers to find independent Drivers, pass Order details to them and exchange information while the Order is being performed.
3.2. JOL is not a carrier or a delivery service, does not provide services for the carriage of passengers, luggage or goods, and is not a party to the contract of carriage or delivery. The ride or delivery is performed by the Driver independently and under the Driver's own responsibility. The contract for the ride or delivery is concluded between the Passenger and the Driver at the moment the Driver accepts the Order.
3.3. JOL checks Drivers' documents when admitting them to the Service and requires them to comply with the legislation of the RK, including the requirements applicable to taxi carriers. Where the legislation of the RK imposes specific obligations on owners of internet platforms or mobile apps for ordering taxis (for example, regarding the admission and monitoring of Drivers), JOL fulfils them in the established manner.
3.4. Drivers are not employees, representatives or agents of JOL.
4. Registration and Account
4.1. Sign-in to the Service is done with a one-time code sent to your email, or with a Google or Apple account.
4.2. You undertake to provide accurate data and keep it up to date.
4.3. The Account is personal. Do not share access to your Account or sign-in codes with third parties. Actions performed using your Account are deemed to have been performed by you until you notify JOL of unauthorized access.
4.4. Creating several Accounts to obtain Bonuses or to circumvent a block is not allowed.
5. Placing an Order
5.1. To place an Order, the Passenger enters the pickup and destination addresses, chooses a Tariff and a payment method and, if needed, leaves a comment for the Driver.
5.2. The following Tariffs are available in the Service:
- Economy, Comfort, Business — rides in passenger cars of the relevant class;
- Minivan — rides in high-capacity vehicles;
- Delivery — delivery of documents and parcels weighing up to 20 kg; available only in the territory of the RK.
5.3. Before the Order is placed, the Service shows the Price. The Price is fixed for the route specified in the Order. Only the waiting charge under section 6 may be added to it.
5.4. A Passenger may have no more than three active Orders at the same time, for example to order a car for another person.
5.5. When placing an Order for another person, the Passenger:
- informs that person of the Order, Driver and car details;
- confirms that they are entitled to provide that person's data and that the person agrees to the ride and to the processing of their data to the extent necessary to perform the Order;
- is responsible for paying for the Order and for that person's compliance with the rules of conduct set out in section 11.
5.6. The Order is deemed accepted when a Driver accepts it in the "JOL Driver" app. The Passenger is then shown the Driver and car details and the car's position on the map.
5.7. JOL does not guarantee that a suitable Driver will be found. If no Driver is found within the search time, the Order may be cancelled automatically.
5.8. Before getting in, check the car's make, model, colour and registration plate against the details in the app. Do not get into the car if the details do not match.
6. Waiting
6.1. Free waiting starts when the Driver arrives at the pickup point. The number of free minutes depends on the Tariff and is shown in the app.
6.2. When the free waiting ends, paid waiting begins: the per-minute charge under the Tariff is added to the Price.
7. Cancelling an Order
7.1. The Passenger may cancel the Order in the app before the trip starts.
7.2. The Driver may cancel the Order before the trip starts. In this case the Order returns to search and is offered to other Drivers.
8. Payment
8.1. The Passenger pays the Driver directly using the method chosen when placing the Order:
- in cash to the Driver;
- by bank transfer to the Driver's own payment details (Kaspi, Halyk and other banks of the RK) using the phone number or the Driver's personal payment link shown in the app.
8.2. JOL does not accept payment for Orders, does not hold or transfer Passengers' money and does not process bank cards.
8.3. The amount payable is the Price including paid waiting, less the amount covered by Bonuses. The final amount payable is shown in the app when the Order is completed.
8.4. After paying, the Passenger taps "I've paid" in the app, and the Driver confirms receipt of the money. The Order is deemed paid once the Driver confirms it.
8.5. When paying by transfer, the Passenger checks the payment details before sending and transfers money only to the details shown in the app for that Order. JOL is not liable for transfers to other details or for erroneous transfers. The Passenger resolves such matters with the Driver and their bank; JOL support may assist with the exchange of information.
8.6. Documents confirming payment are issued by the Driver in the cases provided for by the legislation of the RK.
8.7. As of this version, JOL does not charge Passengers any fee or commission for using the Service. JOL may introduce such a fee in the future only after giving users prior notice and amending the Agreement. The new terms do not apply to Orders placed before they take effect.
9. Bonus program
9.1. All Passengers who have accepted the Agreement participate in the bonus program. Participation is free of charge.
9.2. For each completed and paid Order, the Passenger is credited with Bonuses equal to 3% of the amount paid in money (in cash or by transfer). No Bonuses are credited for the part of the Price paid with Bonuses.
9.3. Bonuses are credited after the Driver has confirmed receipt of payment. Bonuses are credited and redeemed in whole tenge, rounded down.
9.4. 1 Bonus equals a discount of 1 tenge. Bonuses may cover no more than 30% of the Order Price.
9.5. The Passenger chooses whether to use Bonuses when placing the Order. Bonuses are deducted when the Order is completed. If the Order is cancelled, Bonuses are not deducted.
9.6. The part of the Price covered by Bonuses is paid to the Driver by JOL. The Passenger pays the Driver only the remaining amount.
9.7. Bonuses are not money or electronic money. Bonuses cannot be withdrawn, transferred to another person or exchanged for money, and they are not inherited.
9.8. When the Account is deleted, all Bonuses are cancelled without compensation.
9.9. JOL may change the Bonus earning rate, the maximum share payable with Bonuses and other program terms, and may suspend or end the program, after notifying Passengers in the app in advance. Changes apply from the date stated in the notice.
9.10. JOL may cancel Bonuses obtained through abuse or fraud, including for fictitious Orders, Orders placed in collusion with a Driver, the use of several Accounts or other ways of circumventing the program rules.
9.11. The Bonus balance and history are shown in the app.
10. Delivery
10.1. The "Delivery" Tariff is intended for the delivery of documents and parcels weighing up to 20 kg that fit in a passenger car, within the RK.
10.2. When placing a delivery order, the Sender provides the Recipient's name and phone number and a description of the parcel. The Sender confirms that they are entitled to provide the Recipient's data and have informed the Recipient of the delivery.
10.3. The following may not be sent for delivery:
- money (cash), bank cards, securities;
- jewellery and precious metals;
- weapons, ammunition, explosives;
- narcotic drugs and psychotropic substances;
- alcoholic beverages and tobacco products;
- hazardous, flammable, poisonous and toxic substances;
- live animals;
- perishable food without packaging;
- items and substances whose circulation is prohibited by the legislation of the RK;
- parcels weighing more than 20 kg or not fitting in a passenger car.
10.4. The Sender is responsible for the contents of the parcel, their lawfulness and conformity with the description, and for proper packaging that keeps the parcel safe during carriage.
10.5. The Courier does not open parcels. The Courier may refuse a delivery if the parcel is obviously a prohibited item, does not match the description, is improperly packed or exceeds the weight and size limits.
10.6. The Sender ensures that the parcel is handed over to the Courier at the pickup point and that the Recipient can be reached at the phone number provided.
10.7. The Sender compensates for harm caused to the Courier, JOL or third parties as a result of sending prohibited items or improper packaging, in accordance with the legislation of the RK.
10.8. The Courier is responsible for the safety of the parcel during delivery in accordance with the legislation of the RK. JOL is not a party to the delivery contract and is not liable for the loss of, damage to or delay of a parcel, except where the harm is caused by the culpable actions of JOL.
11. Rules of conduct and safety
11.1. The Passenger undertakes to:
- comply with the legislation of the RK, including the Rules of the Road as they apply to passengers, and wear a seat belt;
- treat the Driver with respect and not damage the car;
- not carry items prohibited by the legislation of the RK and not demand that the Driver break the Rules of the Road;
- not use the Service for fraud, fictitious Orders or other abuse;
- use the chat only to discuss the Order.
11.2. During an active Order, the Passenger and the Driver can message each other in the in-app chat. The support chat is available in the app during and after the Order.
11.3. The "Share trip" feature lets the Passenger send friends or family a link with a live map of the ride, the Driver's first name, and the car's model and registration plate. The link stops working 30 minutes after the ride ends and may be revoked by the Passenger at any time.
11.4. In an emergency, call 112. JOL support is not an emergency service.
11.5. After the Order is completed, the Passenger and the Driver may rate each other on a scale from 1 to 5 and leave a review. Reviews must be truthful and must not contain insults.
12. Restriction of access and blocking
12.1. JOL may suspend or restrict access to the Service or block an Account in the event of a breach of the Agreement or the legislation of the RK, fraud, abuse of Bonuses, systematic unjustified cancellations, systematically low ratings, complaints about safety threats, and at the request of authorized government bodies.
12.2. The Passenger may appeal a restriction or block by contacting support.
13. Liability
13.1. The Driver is liable to the Passenger for performing the ride or delivery, the safety of the carriage and the safety of property in accordance with the legislation of the RK, including under the mandatory insurance provided for by the legislation of the RK.
13.2. JOL is responsible for the operation of the Service as an information system. JOL is not liable for the actions or omissions of Drivers, Passengers or third parties, or for the quality, timing and safety of the ride or delivery, except where the harm is caused by the culpable actions of JOL or the liability of JOL is expressly provided for by the legislation of the RK.
13.3. The Service is provided "as is". JOL strives to keep it running without interruption but does not guarantee the absence of failures, the accuracy of location and map data, or the availability of free Drivers.
13.4. The limitations of liability in the Agreement apply to the extent permitted by the legislation of the RK and do not limit liability for harm to life and health or consumer rights.
13.5. The Passenger compensates losses caused to the Driver or JOL by a breach of the Agreement in accordance with the legislation of the RK.
13.6. The parties are released from liability for failure to perform obligations due to force majeure.
14. Intellectual property
14.1. The exclusive rights to the Service, including the software, design and the "JOL" designation, belong to JOL or are used by it on lawful grounds.
14.2. JOL grants the Passenger a free, non-exclusive right to use the app for its intended purpose under the terms of the Agreement. Copying, modifying or decompiling the Service, and accessing it with automated means without the consent of JOL, are prohibited.
15. Personal data
15.1. JOL processes the personal data of Passengers, Recipients and persons for whom Orders are placed in accordance with the Privacy Policy (https://api.jolapp.asia/legal/privacy).
15.2. The Account can be deleted in the app (Profile → Delete account) or on the web page https://api.jolapp.asia/account/delete. The consequences of deletion are described in the Privacy Policy.
16. Changes to the Agreement
16.1. JOL may change the Agreement. The new version is published at https://api.jolapp.asia/legal/terms and in the app with its date.
16.2. JOL notifies users in advance, in the app or by email, of material changes, including the introduction of a fee for using the Service and changes to the bonus program terms. JOL may ask you to accept the new version in the app.
16.3. If you do not agree with the new version, you may stop using the Service and delete your Account. Continued use of the Service after the new version takes effect means acceptance of it.
17. Term and termination
17.1. The Agreement is valid indefinitely from the moment of acceptance.
17.2. The Passenger may terminate the Agreement at any time by deleting the Account.
17.3. JOL may terminate the Agreement when blocking the Account on the grounds set out in section 12.
17.4. Termination of the Agreement does not release the parties from obligations relating to Orders already performed.
18. Claims and dispute resolution
18.1. Claims are submitted via the support chat in the app or to support@jolapp.asia. JOL handles requests within the time limits established by the legislation of the RK.
18.2. Claims regarding the performance of a ride or delivery are made against the Driver. JOL assists in resolving them and provides Order information to the extent permitted by the legislation of the RK.
18.3. Disputes are resolved through negotiations and, failing agreement, in court in the manner established by the legislation of the RK.
18.4. The Agreement is governed by the law of the Republic of Kazakhstan.
19. Miscellaneous
19.1. The Agreement is made in Russian, Kazakh and English. In the event of discrepancies between the texts, the Russian text prevails.
19.2. If any provision of the Agreement is held invalid, the remaining provisions remain in force.
20. Company details
- Name: —
- BIN: —
- Address: —
- Email: support@jolapp.asia
- Phone: —
- Website: https://jolapp.asia