The steps for resolving a disagreement, and where to go if we cannot.
Start with us
Raise the issue from the booking in the app, or open a support ticket. We acknowledge within 24 hours. Most matters — a quality complaint, a charge you dispute, a payout query — are settled at this stage, and doing it in the app means the booking record, the messages and any photographs are already in front of the agent.
Review
If the first answer does not resolve it, ask for a review in the same ticket. A senior agent who was not part of the first decision looks at the case again and issues a written outcome, normally within 5 working days. Where the dispute is between a customer and a professional we hear both accounts before deciding.
Evidence
We decide on what the record shows: the booking and its scope, the in-app messages, completion evidence, photographs, and the timeline of the visit. This is one of the reasons the platform asks for the work to be documented, and why arrangements made outside the app cannot be adjudicated.
If we cannot resolve it
You keep every right the law gives you. A consumer may file a complaint with the Ministry of Commerce, including through its consumer-complaints channels, and may refer the matter to the competent court in the Kingdom. A professional may refer a contractual dispute to the competent court. Nothing in these documents requires you to give up a statutory right or a right of access to the courts.
Governing law
These documents and any dispute arising from them are governed by the laws of the Kingdom of Saudi Arabia.