Complaints & Suggestions Policy

1. Scope of This Policy

This policy applies to complaints and suggestions relating to the products and services of Madar Alamal Lilhulul Altiqnia Company (referred to hereinafter as "the Company"), now and in the future. All such complaints and suggestions are received through the channels described in this policy, and there is no separate complaints policy for each product.

Please direct a complaint about a service provided by another party through one of the Company’s products to that party; the Company receives complaints about how its products work.

2. Submitting Complaints and Suggestions

Please submit your complaint or suggestion through the requests and complaints page on our website, without the need to log in, or through the channels below.

When the form is submitted, the request number appears on the screen. Please keep the request number and quote it when contacting us about it.

Please state the name of the product or service to which the complaint or suggestion relates, where it can be identified, a description of the problem or suggestion, and any relevant details. Complaints and suggestions are received in Arabic.

Requests & complaints page

3. Initial Response and Business Days

The Company will give an initial response to a complaint or suggestion within a maximum of 3 business days of receiving the request. Business days are Sunday to Thursday, excluding official holidays. The time needed to handle a complaint varies with its nature and complexity. If handling a complaint takes longer than usual, you will be informed of this.

The appearance of the request number on the screen confirms receipt of the request only, and it is not an initial response from the Company.

The Company’s receipt of a suggestion creates no obligation to implement it.

This period applies to the initial response to complaints and suggestions submitted under this policy, and it does not replace the special periods set out in other policies and terms, such as the period for requests to exercise rights set out in the Company’s privacy policy.

4. Handling, Reconsideration, and Complaint Log

The Company reviews and handles the complaint, and the complaint and the steps taken to handle it are recorded in an internal log for follow-up and service-improvement purposes.

If you are not satisfied with the reply to your complaint, please contact us again through the same correspondence or through the channels below, quoting the request number if you have one. Your complaint will be reviewed again, and you will be informed of the result and its reasons.

5. Your Right to External Escalation

If your complaint is not resolved to your satisfaction, you retain the right to approach the competent authorities: the Ministry of Commerce for complaints concerning e-commerce and consumer rights, and the Saudi Data & AI Authority (SDAIA) for complaints concerning the processing of your personal data, under applicable law.

6. Updates to This Policy

This policy may be updated, and the date of the latest update will be indicated at the top of the page. Updates take effect from the date of their publication and do not affect subscriptions or contracts concluded before that date, and those subscriptions and contracts remain subject to their own terms.

7. Governing Law

This policy is governed by the laws of the Kingdom of Saudi Arabia, and the courts of the Kingdom have jurisdiction over any dispute arising from it.