Terms and conditions
Last updated: 31 October 2026
These terms govern your use of the SANAD app, website and business portal, operated by Sanad Go, Kingdom of Saudi Arabia. By creating an account or placing an order you accept them.
The service
SANAD connects you with tow truck drivers and roadside assistance providers in the Kingdom. Arrival times shown in the app are estimates and depend on traffic, distance and driver availability.
Your account
Your account is tied to your mobile number, which you verify by a code. Keep your details accurate and do not share your code or password. You are responsible for orders placed from your account.
Orders and prices
- The price appears before you confirm and includes 15% VAT.
- Some routes between cities have a fixed price. A travel fee may apply outside main cities, and it is shown before you confirm.
- A route without a listed price needs a quote. A quote stays valid for 24 hours, and it applies only after you accept it.
- Provide your exact location and correct vehicle details. If they are wrong, the driver may not be able to serve you.
- Order only for a vehicle you own or are authorised to move, and keep to the laws of the Kingdom.
Payment
You can pay by the methods shown in the app, through a licensed payment gateway, or from your wallet. Card details are entered directly at the gateway. An order that requires payment and stays unpaid for 15 minutes is cancelled automatically.
Cancellation and refunds
- You can cancel free of charge before a driver is assigned.
- If you cancel after a driver is assigned, a cancellation fee of 20 SAR applies. The app shows it before you confirm the cancellation.
- Amounts due back to you, after any cancellation fee, are credited to your wallet in the app.
- If SANAD or the system cancels the order, no fee applies.
Vehicle condition and complaints
Report any problem or damage to us as soon as possible through support, with your order number, so that we can review it with the driver. The photos and notes recorded on the order are part of that review.
Liability
We work to provide the service reliably, but it may be interrupted by matters outside our control. Nothing in these terms removes rights that cannot be waived under the laws of the Kingdom.
Suspending an account
We may suspend an account that misuses the service, gives false information, or harms drivers or other users.
Privacy
Our handling of your data is explained in the privacy policy.
Changes
We may update these terms and will publish the new version on this page with its date. Continuing to use the service after publication means you accept it.
Governing law
These terms are governed by the laws of the Kingdom of Saudi Arabia, and its competent authorities decide any dispute.