Welcome to Shahin. These terms
explain how you can use the Shahin App. When you buy a charging package or
charge your car, you also agree to the terms of the charging company that sells
the package or runs the charger, set out in that company's annex to these
terms.
Last
updated: 15 October 2026.
1.1 Shahin
is Oman's national app for electric vehicle charging. Use it to find chargers,
check whether they are available, buy charging packages, and start and stop
charging where the operator supports it.
1.2 In
these terms, "Shahin", "we" and "us" mean the
Shahin App, provided by Hyve Online, and "you" means the person using
it. When you create an account, the app asks you to accept these terms, and by
using the app you agree to them.
2.1 The
chargers in the app are run by licensed charging companies
("operators"). Each operator sells its own charging packages and
provides charging under its own terms, in line with the rules set by the
Government of Oman.
2.2 Each
operator's terms are set out in a separate annex to these terms (the
"operator's terms"). The annexes currently included are:
•
Annex A: Electric Vehicles One LLC
(EVO)
2.3 An
operator's annex applies only when you buy a package from that operator or
charge at its chargers. Before your first purchase from, or charge with, an
operator, the app shows you its annex and asks you to accept it. Before each
purchase, the app also shows the operator's name, what the package includes and
its price.
2.4 Each
annex is a separate agreement between you and that operator. Shahin is not a
party to it and is not responsible for the operator's packages, prices or
charging. You buy packages from the operator, not from Shahin. The operator is
responsible for its packages and chargers, including prices, VAT, invoices,
validity, refunds, fair use and renewals. For questions about any of these,
contact the operator using the support details in the app.
2.5 Each
operator may update its own annex and tells its customers in the app before
important changes take effect. A change to an annex does not change these
terms.
2.6 These
terms cover the app. Each annex covers its operator's packages and charging. If
they differ on a package or a charge, the annex applies.
3.1 You
must be 18 or older to create an account.
3.2 Give
us accurate details when you sign up (your name, email, phone number and date
of birth) and keep them up to date in Settings. Changing your phone number or
email needs verification.
3.3 Your
account is for you only. Keep your login details safe and do not share your
account with anyone.
3.4 You
are responsible for what happens on your account, unless it is caused by us or
happens after you have told us about misuse. If you think someone else has used
it, tell us straight away at support@shahinev.com.
3.5 If
we learn that an account belongs to someone under 18, we may suspend or close
it.
4.1 Prices
are in Omani Rials. VAT is added at the applicable rate and shown before you
pay.
4.2 You
pay the operator directly, through the operator's own licensed payment provider
in the app. Shahin does not store your full card details.
4.3 Charging
packages are bought directly in the app and are not sold through the app store,
so the app store does not handle their payments or refunds.
4.4 The
operator issues a tax invoice in Arabic for every purchase and renewal.
5.1 You
can start and stop charging in the app at chargers that support it.
5.2 The
app uses your location to show chargers near you. Where an operator requires
it, the app also checks your location when you start a charge, to confirm that
you are at the charger (geo-fencing).
5.3 Charger
details such as availability, connector type, power and price come from the
operators. We work to keep them accurate, but we cannot guarantee that a
charger will be available or working when you arrive.
5.4 At
the charger, check that your car is compatible, follow the operator's
instructions and site rules, and move your car when charging is done.
5.5 If
you see a fault or anything unsafe, stop charging and report it in the app. In
an emergency, such as smoke, fire or sparks, move away and call 9999.
6.1 Where
available, you can use your account at chargers run by different operators.
Each charge follows the terms of the operator that runs the charger.
6.2 A
package can only be used where its operator's terms allow.
7.1 The
app may include an AI assistant to answer your questions.
7.2 Its
answers are generated automatically, may be wrong or incomplete, and are for
general guidance only. They are not legal advice or an official government
decision.
7.3 For
questions about regulations or official announcements, the assistant is set up
to use only content provided or approved by the Ministry of Transport,
Communications and Information Technology, but its answers may still be wrong.
Please check important matters through the Ministry's official channels.
7.4 Messages
you send to the assistant are processed by OpenAI to generate replies and are
not used to train AI models. Please do not share sensitive personal details in
the chat.
You must not:
•
use the app for anything illegal;
•
give false details, pretend to be
someone else or use another person's account;
•
try to access our systems without
permission, or interfere with the app, the chargers or their networks;
•
upload or spread viruses or
harmful code;
•
copy or collect data from the app
using bots or other automated tools;
•
reverse engineer or decompile the
app;
•
resell the app or exploit it
commercially without our written agreement (business use of an operator's
packages is fine where that operator agrees in writing);
•
harass or abuse other users or
staff.
9.1 The
app, its software, design and content, and the Shahin name and logo, are
protected by intellectual property rights that belong to their owners and
licensors.
9.2 We
give you a personal, non-transferable licence to use the app on devices you own
or control, as allowed by these terms and by the rules of the app store you
downloaded it from.
9.3 Operator
names and logos belong to the operators, and maps belong to the map providers.
9.4 If
you send us feedback, we may use it to improve the app.
10.1 Hyve
Online, which runs the app, is responsible for your personal data in the app
and protects it in line with Oman's Personal Data Protection Law (Royal Decree
6/2022). Our Privacy Notice explains in full what we collect and why.
10.2 What
we collect: your sign-up details (name, email, phone number and date of
birth), your location while you use the app, your vehicle details, details of
your charges (energy, time, power and battery level), your package and payment
records, your RFID card details if you use one, the messages you send to
support or to the AI assistant, and information about your device and how you
use the app (such as app version, crash reports and usage statistics).
10.3 Why:
to run your account, show you chargers and directions, manage your packages and
charging, help you when you contact us, prevent fraud, meet legal requirements
and improve the app.
10.4 Who
we share it with: the operator whose charger or package you use, which is
responsible for the data it uses for its own packages and payments; the
operator's payment provider; and the companies that host and support the app,
including analytics and AI service providers. We also share data with
government authorities where the law requires it.
10.5 Your
choices: we ask for your explicit consent where the law requires it, for
example for marketing, and you can withdraw it at any time. You can ask to see,
correct, update, block or delete your data, to get a copy of it, or to have it
sent to another organisation, by contacting our data protection officer at privacy@shahinev.com.
We reply within 45 days. If a data breach affects your data, we will tell you.
You can turn off location access in your phone settings, but some features will
not work without it.
10.6 How
long we keep it: while your account is open, and only as long as needed for
the purposes above; after that, only as long as needed to settle disputes,
prevent fraud or meet legal duties.
11.1 The
app uses services from other companies, such as maps, navigation and payments.
Their own terms and privacy policies apply when you use them, and you must
follow any third-party terms that apply to your use of the app, such as your
mobile data plan.
11.2 We
are not responsible for other websites linked from the app.
12.1 We
work to keep the app running smoothly, but we cannot promise that it will
always be available, free of errors or compatible with every device.
12.2 Charging
is provided by the operators. Their chargers, packages and charges are covered
by their terms, not by Shahin.
12.3 We
are not responsible for indirect losses, such as lost time, income or data.
12.4 Our
total responsibility to you for the app is limited to OMR 150.
12.5 Nothing
in these terms limits responsibility for death, injury or damage to your
property caused by our fault, for fraud, or for anything else that Omani law
does not allow to be limited, and nothing affects your rights as a consumer
under Omani law.
13.1 These
terms are between you and Shahin, not the app store. Shahin, not the app store,
is responsible for the app, its content, maintenance and support, and the app
store has no obligation to provide maintenance or support for it.
13.2 You
must also follow the terms of the app store you downloaded the app from. If
these terms conflict with the app store's terms on a matter that concerns the
app store, the app store's terms apply.
13.3 If
you downloaded the app from Apple's App Store and it does not work as these
terms describe, you can tell Apple, and Apple will refund the price you paid
for the app, if any. To the extent the law allows, Apple has no other warranty
obligation for the app, and any other claims, losses or costs from the app not
meeting a warranty are Shahin's responsibility, not Apple's.
13.4 Apple
is not responsible for any claim about the app, including product liability,
legal or regulatory compliance, consumer protection, privacy or intellectual
property claims. Shahin, not Apple, handles these, including investigating,
defending, settling and discharging any intellectual property claim.
13.5 You
confirm that you are not located in a country subject to a US Government
embargo or designated by the US Government as a "terrorist
supporting" country, and that you are not on any US Government list of
prohibited or restricted parties.
13.6 Apple
and its subsidiaries are third-party beneficiaries of these terms and may
enforce them against you.
14.1 You
can delete your account at any time in Settings > Delete Account, or by
emailing support@shahinev.com.
14.2 We
may suspend or close your account, without notice if necessary, if you break
these terms or the law, give false details, or put the app, the chargers or
other people at risk.
14.3 When
you delete your account, we delete your personal data within 30 days, except
what we must keep to settle disputes, prevent fraud or meet legal duties. Data
held by an operator, and any unused package, are covered by that operator's
terms.
15.1 We
may update the app, add or remove features, or pause it for maintenance or
security.
15.2 We
may update these terms. We will tell you in the app before important changes
take effect, and ask you to accept them where needed. The date at the top shows
the latest version. Operators update their own annexes, as described in Part 2.
16.1 For
help or complaints about the app, use the Help section in the app or email
support@shahinev.com, in Arabic or English.
16.2 For
help with a package, a payment or a charge, contact the operator using the
support details shown in the app.
17.1 These
terms are governed by the laws of the Sultanate of Oman, and the courts of Oman
deal with any dispute.
17.2 These
terms are available in Arabic and English. If they differ, the Arabic version
applies.
•
Email: support@shahinev.com
•
In the app: the Help section
This annex to the Shahin App
terms sets out the terms of Electric Vehicles One LLC (EVO). It applies only
when you buy an EVO package or charge at an EVO charger using the Shahin App.
Last
updated: 15 October 2026
1.1 EVO
is Electric Vehicles One LLC, Al Qurum, Bausher, Muscat, Sultanate of Oman. In
this annex ("these terms"), "EVO", "we" and
"us" mean EVO, and "you" means the account holder.
1.2 These
terms are a separate agreement between you and EVO. Shahin is not a party to
them. They apply to EVO packages and to charging at EVO chargers, alongside the
Shahin App terms. For anything about EVO packages or EVO chargers, these terms
apply.
1.3 The
app asks you to accept these terms before your first EVO purchase. By buying an
EVO package or starting a charge at an EVO charger, you agree to them.
2.1 The
app shows our current packages, with the price, VAT, what is included, how long
each package lasts and whether it renews automatically. The details shown when
you buy are the ones that apply.
2.2 There
are two kinds of package:
•
Energy packages let you use
up to the amount of charging energy shown in the app, over one or more charges,
while the package is active.
•
Unlimited packages let you
charge as often as you like while the package is active, within the fair use
limits in Part 6.
2.3 You
need an active EVO package to charge at EVO chargers, and packages can only be
used at EVO chargers.
2.4 A
package starts when you buy it and ends at the time shown in the app. Anything
you have not used by then expires.
2.5 For
energy packages, the app may show how far you can drive as an estimate1
2. The energy you receive is measured by the charger's meter.
2.6 You
can buy a package more than once, as the app allows.
2.7 Packages
are for your account only. They cannot be transferred, resold or exchanged for
cash.
2.8 From
time to time we may offer promotional packages. Any special conditions are
shown in the app.
3.1 Prices
are in Omani Rials. VAT is added at the applicable rate and shown before you
pay.
3.2 You
pay EVO the full price when you buy, through EVO's payment provider in the app.
3.3 Invoices
will be sent by email to the address registered on the customer's account.
3.4 We
may change our packages and prices at any time. Changes apply to new purchases
and to renewals, not to a package period you have already paid for.
4.1 A
package renews automatically when it ends if the app shows it as auto-renewing
or you turn on automatic renewal for it. The renewal is charged to the payment
method you saved with EVO's payment provider. Before you buy, the app shows the
price, how often the package renews and how to turn renewal off.
4.2 The
renewal is charged at the price shown in the app for that package on the
renewal date.
4.3 You
can turn off automatic renewal in the app at any time before the renewal date.
Your package then stays active until it ends. Deleting your account also stops
renewal and ends any active package. Refunds for any unused part follow Part 5.
4.4 If
the renewal payment does not go through, the package does not renew.
5.1 You
cannot cancel a package or get a refund because you change your mind. Any other
refund, credit, replacement package or extra time is at our discretion, except
as set out in 5.2 or required by law.
5.2 If
a fault at an EVO charger or in our systems means you do not get the charging
you paid for, contact EVO support. We will look into it and, where the fault is
confirmed, we will, as we choose, restore the energy, extend your package or
refund the affected part.
5.3 This
does not affect any refund rights you have under Omani law.
6.1 Packages
are for personal use only. They cannot be used for taxi, ride-hailing,
delivery, fleet or other commercial purposes unless you have a corporate
agreement with EVO.
6.2 Each
package is for one user, the account holder, and cannot be shared.
6.3 You
can only have one charge running at a time.
6.4 Each
unlimited package has a fair use limit for its package period. Charging under
the package must not go above the equivalent of1 2:
•
1 day package: 850 km
•
1 week package: 2,100 km
•
1 month package: 4,200 km
For a package longer than 1 month, the 1 month limit applies
to each 30 days of the package. If you reach the limit, charging under the
package may stop for the rest of that period, and we may also act under 6.7.
6.5 Charging
at EVO chargers starts through geo-fencing: your phone must be at the charger,
with location turned on, to start a charge.
6.6 When
your charge is finished, please move your car so others can charge. If you
repeatedly leave your car at a charger after charging has ended, we may suspend
your package or your access to EVO chargers.
6.7 If
we reasonably believe a package is being used against these rules, we may stop
a charge, suspend or cancel the package, or suspend your access to EVO
chargers. Any refund is at our discretion, subject to Omani law.
7.1 Check
that your car is compatible with the charger and connector, and follow the
instructions at the charger and in the app.
7.2 Charging
speed depends on your car, its battery level and temperature, the charger
model, and how many cars are charging at the same charger. We cannot guarantee
a particular speed, charging time or charge level.
7.3 Chargers
may sometimes be unavailable because of maintenance, faults, power supply
issues or other reasons outside our control. We cannot guarantee that a charger
will be available when you arrive.
7.4 Follow
the rules of the site where the charger is located, such as parking rules and
opening hours.
7.5 If
you see damage, a fault or anything unsafe, stop charging, do not use the
charger, and report it in the app or to EVO support. In an emergency, such as
smoke, fire or sparks, move away and call 9999.
7.6 You
are responsible for damage to an EVO charger caused by your misuse, negligence
or deliberate act.
8.1 We
are not responsible for damage to your car or property caused by an
incompatible car, misuse of the charger, or not following the instructions at
the charger or in the app.
8.2 We
are not responsible for indirect losses, such as lost time, income or
opportunity.
8.3 Our
total responsibility for a package is limited to the price you paid for it.
8.4 The
limits in 8.1 to 8.3 do not apply to death or injury caused by a fault in an
EVO charger or by our negligence, to fraud, or to anything else that Omani law
does not allow to be limited. The limit in 8.3 does not apply to damage to your
car or property caused by a fault in an EVO charger or by our negligence.
Nothing in these terms affects your rights as a consumer under Omani law.
9.1 EVO
protects the personal data it uses to provide your packages and take your
payments, in line with Oman's Personal Data Protection Law (Royal Decree
6/2022).
9.2 We
use it to provide your packages and charging, for billing and invoices, to help
you when you contact us, to apply fair use and prevent fraud, to improve our
network, and to meet legal requirements.
9.3 We
share it with the Shahin App, our payment provider, companies that support or
advise us (such as IT, audit and legal service providers), and authorities
where the law or an official directive requires it.
9.4 With
your consent, we may send you offers and news. You can opt out at any time.
9.5 To
see, correct or delete the data we hold about you, or to withdraw your consent,
contact support@evo.om. We reply within 45 days. We keep your data while you
use EVO packages, and after that only as long as needed to settle disputes,
prevent fraud or meet legal duties; for example, tax records are kept for 10
years.
10.1 We
may suspend or cancel a package, or your access to EVO chargers, if you break
these terms, misuse a charger, put people or property at risk, or give false
details. Any refund is at our discretion, subject to Omani law.
11.1 We
may update these terms. We will tell EVO customers in the app before important
changes take effect. Changes to these terms do not change the Shahin App terms.
11.2 Changes
will not reduce the benefits of a package period you have already paid for,
unless the law or an official directive requires it.
For help or complaints about EVO packages, payments or
charging at EVO chargers, contact EVO support:
•
In the app: Form & Chatbot
•
Phone or WhatsApp: +968 9198 6095
•
Email: info@evo.om
•
Hours: Daily from 8:00 am to 10:00
pm
13.1 These
terms are governed by the laws of the Sultanate of Oman, and the courts of Oman
deal with any dispute.
13.2 These
terms are available in Arabic and English. If they differ, the Arabic version
applies.
1
Distances are converted from the charging energy used, at 20 kWh per 100 km.
2
Actual driving range differs between vehicles and depends on the car, how it is
driven and the conditions. Fair use limits are measured on the charging energy
used, converted as in note 1, not on the distance your car actually drives.