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Terms & Conditions

Effective from 6 July 2026. The same documents are available inside the app.

Udhë Sh.p.k. Version 2.0. Effective 6 July 2026. This version replaces version 1.0.

These Terms & Conditions (“Terms”) are an agreement between you and Udhë Sh.p.k., the operator of the Udhë mobile application. Please read them carefully. By creating an account or using the app, you accept these Terms. They include real money rules that affect your account: the Platform Fee, penalties, and debt limits, including a new 30-day overdue-debt rule (Section 7.4).

1. Acceptance of Terms

1.1. You accept these Terms when you tick the consent box at the end of registration. By continuing to use the Service after that, you confirm your acceptance.

1.2. These Terms are versioned. This is version 2.0, which replaces version 1.0. We record which version you accepted and when. If we make material changes, we will notify you in the App and ask you to accept the new version (see Section 15). If you do not accept a new version, you must stop using the Service.

1.3. If you do not agree with these Terms, do not use the Service.

1.4. In these Terms:

  • “Udhë”, “we”, “us”: Udhë Sh.p.k., the operator of the Udhë application.
  • “App” and “Service”: the Udhë mobile application and the features it provides.
  • “Driver”: a user who publishes a ride offering seats in their vehicle.
  • “Passenger”: a user who reserves a seat on a published ride.
  • “Ride”: a trip published in the App by a Driver.
  • “Wallet”: your in-app balance in euro (EUR), described in Section 7.
  • “Platform Fee”: the fee described in Section 7.
  • “Debt”: a negative Wallet balance.

2. The Service

2.1. Udhë is a digital intermediary. The App connects Drivers who have free seats with Passengers travelling the same way, so they can share the costs of a trip.

2.2. Udhë is not a transport company. We do not provide transport, we do not own or operate vehicles, we do not employ Drivers, and we do not act as a carrier, travel agent, or transport broker. Drivers are private individuals sharing the costs of their own trips, not commercial transport providers.

2.3. Every Ride is a private cost-sharing arrangement made directly between the Driver and the Passenger. Udhë is not a party to that arrangement. We only provide the technology that lets you find each other, communicate, and organize the trip.

2.4. Payment for the Ride itself is made in cash, directly between Passenger and Driver, outside the App. Your Udhë Wallet is used only for Platform Fees, penalties, and credits (Section 7). The App does not process the ride fare.

2.5. Drivers set their own price per seat, in steps of EUR 0.50, within the minimum and maximum limits shown in the App. A price of zero (a free ride) is allowed. Udhë does not set ride prices and does not select or assign Drivers or Passengers.

2.6. Rides can be published up to 14 days in advance. Selecting several dates creates one separate Ride per date. You cannot publish a Ride that sits too close in time to another Ride you already hold; the spacing rule in Section 8.1 applies to publishing exactly as it does to reserving. The App may apply technical limits, such as a maximum price per seat and a maximum number of seats, shown at the time of posting.

2.7. The App includes an optional live location feature: during a Ride you take part in, you can choose to share your live position with the other participants of that Ride, so they can see you approaching the meeting point. Sharing is off by default, works only while the App is open, can be stopped at any time, and ends automatically shortly after the Ride’s departure time. How this data is handled is described in the Privacy Policy.

3. Eligibility and Registration

3.1. You must be at least 18 years old to use the Service. You must provide your real date of birth during registration. Misrepresenting your age is a serious breach of these Terms and leads to closure of the account.

3.2. You sign in with a Google, Facebook, or Apple account. There is no separate password for Udhë.

3.3. You may hold one account only. Your account is personal and non-transferable. You may not share it, sell it, or let anyone else use it. Each phone number and each email address can be linked to only one account.

3.4. You must provide accurate, current information (including your real name) and keep it up to date.

3.5. You are responsible for everything done through your account. Keep your sign-in provider account secure, and contact us immediately at merrudhe@gmail.com if you suspect unauthorized use.

4. Verification

4.1. Phone verification is mandatory. We send a 6-digit code to your phone number via WhatsApp. Each code is valid for 10 minutes, and you may request at most 3 codes in any 24-hour period. You cannot complete registration, and may not be able to use your account, without a verified phone number.

4.2. Email verification works the same way (6-digit code, valid 10 minutes, at most 3 codes per 24 hours). If the email you enter matches the email of your sign-in provider, it is treated as verified automatically. Email verification is optional.

4.3. Identity verification is optional. You may photograph an identity document in the App. Our team reviews it manually and approves or rejects the request. Approved users receive a verified badge. To protect the integrity of the badge, verified users can no longer edit their name or gender in the App; contact us if a correction is needed.

4.4. We may ask Drivers to provide additional documents (for example a driving licence or vehicle documents) before or during their use of the Service, and we may refuse or revoke any verification at our discretion.

4.5. Verification is not a guarantee. A verified badge means we reviewed a document; it does not guarantee a user’s identity, character, driving ability, or conduct. Always use your own judgment when travelling with people you do not know.

5. Driver Obligations

As a Driver, you must:

  • Hold a valid driving licence for the vehicle you use.
  • Use a vehicle that is registered, roadworthy, and covered by the mandatory vehicle (third-party liability) insurance required by law, including cover for passengers. Udhë provides no insurance of any kind.
  • Offer Rides only as private cost-sharing. You may not use the Service to run a commercial or licensed transport business, and your price should reflect a sharing of trip costs, not a profit.
  • Honor the posted price. You may not demand any payment above the price per seat shown on the Ride, and you may not add charges of any kind.
  • Be at the published meeting point at the published time and carry out the Ride as posted.
  • Notify your Passengers promptly through the App if you must cancel, following the cancellation rules in Section 8.
  • Obey all traffic laws, drive only when fit to drive (never under the influence of alcohol or drugs), and never carry more passengers than the vehicle has seat belts for.

6. Passenger Obligations

As a Passenger, you must:

  • Be at the meeting point on time.
  • Pay the Driver the posted price in cash, unless you and the Driver agree otherwise.
  • Respect the Driver’s stated rules and restrictions for the Ride, including women-only rides (a safety feature available to verified female users).
  • Cancel your reservation in the App as early as possible if your plans change, and let the Driver know through the ride chat.
  • Behave respectfully and never endanger the safety of the Driver or other passengers.

7. Wallet, Platform Fee and Debt

7.1. The Wallet

  • Your Wallet is an in-app balance in EUR. New accounts start at 0.00 EUR.
  • The Wallet is used only to pay Platform Fees and penalties and to receive credits from Udhë. It is not a bank or e-money account. Wallet funds cannot be withdrawn, transferred to other users, or exchanged for cash, and they earn no interest.

7.2. Top-ups

  • You can top up your Wallet by card (Visa or Mastercard, processed by Procard) or by bank payment (processed by Paysera). Each top-up must be more than 0 and at most 1,000 EUR.
  • Your Wallet is credited only after the payment provider confirms the payment to us. You then receive an invoice by email.
  • A top-up that is started but not completed is cancelled automatically, normally within 3 to 4.5 hours. You can also cancel your own pending top-up in the App.
  • Top-ups are not refundable, except where the law requires a refund or where we confirm that a payment error occurred.

7.3. The Platform Fee

  • Udhë charges Drivers a Platform Fee of 15% of the total value of each completed Ride. The total value is the posted price per seat multiplied by the number of reserved seats. Passengers are never charged a Platform Fee.
  • Example: 3 reserved seats at EUR 4.00 each make a total of EUR 12.00, so the Platform Fee is EUR 1.80.
  • The fee is deducted automatically from the Driver’s Wallet approximately 1 to 2 hours after the Ride’s scheduled departure time. The Driver receives a notification for every deduction.
  • If a Ride departs with no reserved seats, no fee is charged.
  • Seats the Driver reserved for off-app passengers count as reserved seats when the fee is calculated. A Driver can remove an unused off-app seat in the App until 10 minutes before departure, and no fee is then charged for that seat. If a fee was already charged for such a seat that went unused, the Driver can request reimbursement of that portion of the fee through the App by stating the reason; the Udhë team verifies the request manually and, if approved, credits the Wallet.
  • The fee is charged even if the Wallet balance is insufficient. In that case the balance goes negative and becomes a Debt.

7.4. Debt and access restrictions: read this carefully

Two independent rules restrict your access while you have a Debt:

Rule 1: the -10 EUR limit. If your Wallet balance is at or below -10 EUR, you cannot publish Rides and you cannot reserve seats until the Debt is fully paid.

Rule 2: the 30-day limit (new in version 2.0). If your Wallet balance has been negative, by any amount, for more than 30 days, you are blocked from publishing Rides and reserving seats in exactly the same way, even if your Debt is less than 10 EUR.

  • The 30 days count from the moment your balance first went negative.
  • A partial top-up that leaves your balance negative does not restart the 30 days.
  • Access is restored immediately when a top-up clears the full Debt and your balance is back at or above zero. Nothing less than full repayment restores access.
  • You receive a notification when your Debt becomes overdue.

While your balance is negative, the minimum top-up amount in the App equals your full outstanding Debt, so that one completed top-up always clears it.

7.5. Wallet records and adjustments

  • Your Wallet history shows every top-up, Platform Fee, penalty, and credit, with its date, amount, and status.
  • Udhë may adjust your Wallet to correct errors, apply verified penalties (Section 8), or apply credits. Every adjustment appears in your payment history and triggers a notification. Notifications about fees, penalties, and credits are always sent and cannot be disabled.
  • Persistent failure to pay a Debt may also lead to suspension under Section 12.
  • The Platform Fee percentage and the Debt thresholds stated above are the values in force at the effective date of these Terms. Changes are made under Section 15.

8. Reservations, Cancellations and No-shows

8.1. Reservations

  • Reservations are instant; there is no Driver approval step. A reservation is a binding commitment to appear at the meeting point.
  • You cannot hold two Rides that are too close together in time. The rule applies whether you are the Driver or the Passenger, and to publishing a Ride just as much as to reserving a seat.
  • Rides in the same direction need a gap of at least 2 hours. A route takes roughly an hour each way, so repeating the same trip sooner than that is not a journey anyone can actually make. Example: with a Prishtina to Prizren Ride at 14:30, you cannot reserve or publish another Prishtina to Prizren Ride departing between 12:30 and 16:30.
  • Every other Ride needs a gap of at least 60 minutes. This covers the return leg and any unrelated route. Example: with that same 14:30 Ride, you can take a Prizren to Prishtina Ride back at 15:30, but not at 15:00.
  • A Ride stops counting against you 10 minutes before it departs, the point at which its passenger list is already fixed. So if a Driver never arrives, you are free to book a replacement instead of staying blocked by a Ride that is not going to happen.
  • You cannot reserve a Ride that is full, that is restricted to a group you do not belong to, or whose Driver has blocked you.
  • If you reserve within the final 60 minutes before departure, you must confirm a warning, and you then have 5 minutes to cancel that reservation.

8.2. Cancellations

  • You may cancel a reservation, and a Driver may delete a Ride, at any time up to 60 minutes before departure.
  • Within the final 60 minutes, cancellation in the App is not permitted, with one exception: any reservation or Ride may be cancelled within 5 minutes of being made (a short grace period for mistakes). Cancellation within this grace period is not treated as a late cancellation.
  • When a Driver deletes a Ride, all reserved Passengers are notified automatically.
  • A Driver may remove a Passenger from a Ride (through the report flow) until 10 minutes before departure. If the removal happens within the final 60 minutes and the Passenger had confirmed their attendance, responsibility for the cancellation falls on the Driver.

8.3. No-shows and penalties

Failing to appear without a valid reason harms other users. The following penalties apply. They are not automatic: the Udhë team first reviews the evidence (ride chat, ride data, and reports) and applies a penalty to the responsible user’s Wallet only after verification.

  • Driver no-show or late cancellation. A Driver who does not show up, who deletes a Ride within the final 60 minutes before departure, or who is responsible for a late removal under Section 8.2, can be charged a penalty of up to the full value of the Ride, meaning the price per seat multiplied by the number of seats reserved at the time.
  • Passenger no-show without notice. A Passenger who does not show up and did not notify the Driver can be charged up to the full price of the seat or seats they reserved.
  • Passenger who gave notice. A Passenger who notified the Driver through the ride chat and was removed from the Ride can be charged up to half the price of the seat or seats they reserved.

The Udhë team sets the exact amount within these limits based on the circumstances of each case. Penalties appear as entries in your Wallet history and may create a Debt subject to the rules in Section 7.4.

8.4. Refunds and reimbursements

  • Reimbursements (for example a wrongly charged fee, an unused Driver-reserved seat, or compensation following a verified no-show report) are reviewed manually by the Udhë team and, if approved, credited to your Wallet within a reasonable time.
  • Credits are applied to the Wallet; they are not paid out in cash.

8.5. Evidence

Rides cancelled close to departure with confirmed Passengers may be archived, including the ride chat, so the team can review responsibility and apply Section 8.3 fairly.

9. Prohibited Conduct

You must not:

  • Provide false identity information, create fake accounts, create more than one account, or use the Service while under 18.
  • Transport, or ask anyone to transport, illegal goods or substances.
  • Use the Service to operate commercial or licensed passenger transport disguised as cost-sharing.
  • Arrange Rides found through the App outside the App in order to avoid the Platform Fee, misuse seats reserved for off-app passengers to hide real passengers, or otherwise circumvent the platform.
  • Publish Rides you do not intend to carry out, or reserve seats you do not intend to use.
  • Harass, threaten, discriminate against, or harm other users, or share their personal data without permission.
  • Misuse the reporting or blocking tools (see Section 11).
  • Advertise other services, send spam, or share external links in ride chats. Chats are screened by an automated filter; messages containing non-map links or content promoting off-platform arrangements are removed automatically and archived for review.
  • Scrape, copy, probe, overload, or attack the App or its infrastructure, reverse engineer the App, or use modified clients or other technical means to bypass restrictions in the App (including the Debt gates and cancellation windows). A rule stated in these Terms binds you even where the App does not technically prevent the action.

Violations can lead to content removal, verified penalties, suspension, or account closure. We report illegal activity to the authorities where required.

10. Content and Reviews

10.1. You are responsible for the content you submit: profile information, photos, Ride posts, chat messages, reports, and reviews. It must be accurate, lawful, and respectful.

10.2. You grant Udhë a non-exclusive licence to host, store, and display your content as needed to operate the Service.

10.3. After a Ride, each participant may rate the other participants from 1 to 5 stars, from 30 minutes until 14 days after the Ride, once per Ride. Ratings are stored anonymously as an aggregate; only your average rating and rating count are visible on your profile. Reviews must be honest; manipulating ratings (including exchanging ratings for anything of value) is prohibited.

10.4. We may remove or moderate content that violates these Terms, including through automated chat filtering.

11. Reporting, Blocking and Moderation

11.1. You can report a user from a Ride, chat, or review screen, choosing a reason (driver no-show, passenger no-show, inappropriate behavior, fake account, or other) and describing the issue in 25 to 500 characters. Reports are reviewed manually by the Udhë team.

11.2. False or bad-faith reports may lead to action against your account.

11.3. A Driver may remove a Passenger from their Ride and may block them. A blocked user cannot reserve that Driver’s Rides. Users can view and unblock their blocked users in Settings.

11.4. Blocking Passengers without a valid reason is prohibited. Unjustified blocking, especially close to departure, is reviewed by the Udhë team and may result in penalties, and in suspension or account closure for repeated cases.

11.5. We may restrict features or suspend an account while an investigation is ongoing.

12. Suspension and Termination

12.1. Udhë may suspend, restrict, or terminate your account if you breach these Terms, endanger other users, commit fraud, leave a Debt unpaid, repeatedly fail to show up or cancel late, block Passengers without a valid reason, or where the law requires it. Where practical we will give notice; in serious cases (safety, fraud) suspension may be immediate and without notice.

12.2. A suspended user sees a notice in the App and can contact us at merrudhe@gmail.com.

12.3. You may stop using the Service at any time and may request deletion of your account as described in the Privacy Policy.

12.4. Termination does not erase obligations that arose before it: outstanding Debts and verified penalties remain payable, and Sections 13, 14, and 16 survive termination.

13. Intellectual Property

The App, the Udhë name and logo, and all content created by Udhë are our property or licensed to us. We grant you a limited, non-exclusive, non-transferable licence to use the App for its intended personal purpose. You may not copy, modify, distribute, or create derivative works from the App or its content, except as the law permits.

14. Disclaimers and Limitation of Liability

14.1. The Service is provided “as is” and “as available”. We do not guarantee that the App will always be available or error-free, that Rides will be available, or that users will behave as promised.

14.2. Because Udhë is only an intermediary (Section 2), and to the maximum extent permitted by law, Udhë is not liable for:

  • traffic accidents, injury, or death occurring before, during, or after a Ride;
  • the acts or omissions of Drivers or Passengers, including no-shows, delays, cancellations, and misconduct;
  • loss of or damage to property;
  • the accuracy of information users provide about themselves, their vehicles, or their Rides;
  • disputes between users, including disputes about the cash fare.

14.3. Udhë provides no insurance. The only insurance covering a Ride is the Driver’s own mandatory vehicle insurance. Verify that it exists and is valid; travelling is at your own risk.

14.4. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for intent or gross negligence.

14.5. We are not liable for failures caused by events beyond our reasonable control, including outages of third-party providers (sign-in, hosting, messaging, and payment services).

15. Changes to the Terms

We may change these Terms. Each new version carries a new version number and effective date. We will notify you in the App of material changes and ask you to accept the new version. Changes to the Platform Fee percentage, Debt thresholds, or penalty rules are always material changes. If you do not accept a new version, you must stop using the Service; your existing obligations (including Debts) remain. You can request earlier versions of these Terms from us by email.

16. Governing Law, Disputes and General Provisions

16.1. These Terms are governed by the laws of the Republic of Kosovo. Disputes that cannot be resolved amicably fall under the jurisdiction of the competent courts of the Republic of Kosovo. If you are a consumer, mandatory consumer protection rules of your country of residence remain unaffected.

16.2. Before starting any proceeding, please contact us; most issues can be resolved directly.

16.3. If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force, and the invalid provision is replaced by a valid provision that comes closest to its purpose.

16.4. You may not assign or transfer your rights or obligations under these Terms. We may assign these Terms to a legal successor operating the Service; we will notify you of any such change.

16.5. These Terms, together with the Privacy Policy and the rules displayed in the App, form the entire agreement between you and Udhë concerning the Service.

17. Contact

Udhë Sh.p.k. Email: merrudhe@gmail.com

We aim to answer all messages within a reasonable time.