Third-Party Claims Procedure
How a person who is not a SYIBE rider — a pedestrian, another road user, a property owner or a business — reports injury, damage or obstruction involving a SYIBE vehicle, and how that claim is received, investigated and answered.
- Dependency class
- C · Jurisdiction-dependent
- Needs Syrian/local legal review or country-specific adaptation.
- Consent
- Not a consent document
- Not revocable while the account is active
Version 0.1-draft · v1 Working Draft — frozen
Version & effective date
No effective date while the status is working draft. On approval the version becomes 1.0, an effective date is set at least 14 days ahead for material rider-facing changes (immediate where a change is legally required or purely clarifying), and the previous version stays archived with its own effective window.
Jurisdiction & city applicability
Applies in every city SYIBE operates. Claim handling, limitation periods and any compulsory insurance route are jurisdiction-specific and are confirmed per city before the procedure is published there. [REGULATORY CONFIRMATION REQUIRED]
CMS integration
- Published as a public document with a claim-intake form; the intake channel address and response times are CMS fields, not hard-coded text.
- No consent surface: a claimant is usually not an account holder, so no account or consent record is required to submit a claim.
Draft clauses
Third-Party Claims Procedure
- 01
Who may claim: any person who is not the rider and who suffered personal injury, property damage, or an obstruction of access caused by a SYIBE vehicle, including a claim made by their legal representative or insurer.
- 02
Intake: a claim can be submitted through the public claims form on the SYIBE website, by email to claims@syibe.com, or by telephone to the support line; no SYIBE account is required, and a claim is never refused because the claimant does not use the service.
- 03
Minimum information: date, approximate time and location of the event, the vehicle identifier if visible, a description of what happened, the nature of the injury, damage or obstruction, and contact details for the claimant.
- 04
Acknowledgement: SYIBE issues a written acknowledgement with a claim reference within two business days of receipt. [COMMERCIAL DECISION REQUIRED] on the final acknowledgement and substantive-response service levels.
- 05
Investigation: the operations team reconstructs the event from vehicle telemetry, ride records, parking evidence, incident reports and any material the claimant provides, and may contact the rider concerned to obtain their account.
- 06
Data minimisation in claim handling: the claimant is told the outcome and the factual basis for it, but is not given the rider's identity, contact details, account history or precise route data; disclosure of rider identity happens only where a lawful obligation or a valid legal process requires it, under the Law-Enforcement and Government Data Request Policy.
- 07
Third-party evidence is retained separately from the rider's account record, kept only for the period needed to resolve the claim and to meet any statutory limitation period, and is then deleted in line with the Data Retention Schedule.
- 08
Outcome: SYIBE responds in writing with one of three outcomes — the claim is accepted and referred onward for resolution, the claim is not accepted with stated reasons, or the claim requires further information; every outcome states the route for escalation or review.
- 09
Insurance referral: where an insurance programme exists, accepted claims are referred to the insurer and the claimant is given the referral reference. Until an insurance programme is confirmed this document must not state or imply that third-party cover exists. [LEGAL REVIEW REQUIRED]
- 10
Nothing in this procedure limits a claimant's right to pursue any remedy available to them under applicable law, and using this procedure is not a precondition to doing so.
- 11
Internal record: every third-party claim is logged in the incident register with its reference, category, city, status and resolution date, and the aggregate figures feed the safety review without identifying individuals.
Open questions for legal review
- Whether a third-party liability insurance programme will exist at launch, and its limits and excess — currently unconfirmed.
- Statutory limitation periods for injury and property claims under Syrian law, which set the evidence-retention floor.
- Whether a goodwill resolution route exists before insurance referral, and who authorises it.
- Whether claim intake must be available in a non-digital form (walk-in or postal) for a permit condition.
These documents are professional working drafts prepared for the SYIBE operating model. They are not legal advice and are not approved production legal language. Before public launch, every jurisdiction-sensitive document must be reviewed by qualified local legal counsel once the corporate entity, regulatory classification, municipal permissions, insurance structure, payment provider, KYC provider and hardware structure are finalised.