الشروط والأحكام

1. Introduction & acceptance

Welcome to Jawwak (جوّك) — an online platform for booking home and rest-house services (such as hospitality and Arabic coffee service, private chefs, fire pits and grills, styling and lighting, and post-event cleaning) in the Kingdom of Saudi Arabia, available through jawwak.app and its mobile apps (together, the "Platform").

By using the Platform, creating an account, or completing a booking, you confirm that you have read, understood, and agreed to these Terms & Conditions, together with our Privacy Policy, which forms an integral part of them. If you do not agree to any of these terms, please stop using the Platform.

2. Definitions

• "Platform": the Jawwak website and apps and all services provided through them.
• "Customer": any person using the Platform to browse or book services and packages.
• "Provider" / "Partner": an independent party registered on the Platform who delivers home and rest-house services to Customers.
• "Package": a service or bundle of services listed on the Platform with a defined description and price.
• "Booking": a confirmed order for a Package at a time and place chosen by the Customer.

3. Nature of the service

Jawwak is a technology marketplace that connects Customers with independent Providers. Providers are not employees or agents of Jawwak, and they are responsible for delivering the booked service to the quality and schedule described in the service or Package listing. The Platform manages the booking, payment, and follow-up experience, and will step in to resolve disputes in accordance with these terms.

4. Eligibility & accounts

• You must be 18 years or older and have full legal capacity to use the Platform and complete bookings.
• You agree to provide accurate, up-to-date information when registering, including your name, mobile number, and address.
• Your account is personal. You are responsible for keeping your login details and verification codes (OTP) confidential, and for all activity under your account.
• The Platform may suspend or close any account that breaches these terms or is used fraudulently or abusively.

5. Bookings, prices & payment

• Prices are shown in Saudi Riyals and include VAT unless stated otherwise; any additional fees are shown before you confirm a booking.
• Payments are processed electronically through a licensed payment provider. Available methods include mada, credit cards (Visa/Mastercard), and Apple Pay.
• The Platform does not store full card numbers on its systems; payment data is processed by the payment provider under recognized payment-security standards.
• Nothing is charged when you submit a booking request. The price shown at that point is an initial estimate based on guest count and venue type.
• A Jawwak coordinator reviews the request and confirms the provider and the final price, after which a payment request is sent to you. A booking is confirmed once you accept the final price and payment succeeds.
• You may decline the final price with no obligation, and declining carries no fee.
• You agree to provide safe, suitable access to the venue at the scheduled time, and to the accuracy of the details you enter (address, guest count, notes).

6. Cancellation, changes & refunds

• Each Package's cancellation policy (permitted windows and any fees) is shown before you confirm the booking and is the governing reference.
• As a general rule, cancelling at least 6 hours before the appointment is free and refunded in full, while late cancellation or no-show may be non-refundable in whole or in part per the service or Package policy.
• Refunds are returned to the original payment method and may take up to 14 business days to appear, depending on your bank.
• If the Provider cancels the booking, or it cannot be delivered for reasons outside your control, you are entitled to a full refund or a free reschedule.

7. Provider (partner) obligations

• Joining the partner network is free; the Platform charges a commission on completed bookings under the Provider agreement signed at onboarding.
• Providers must deliver accepted bookings on time and to the advertised specifications, and must hold the licenses required for their activity.
• Providers must treat Customer data confidentially and must not use it outside fulfilling the booking.
• The Platform may suspend a Provider account for repeated service failures or breaches of these terms.

8. Prohibited use

The Platform must not be used for any of the following:

• Any activity that violates the laws of the Kingdom of Saudi Arabia or public morals.
• Impersonation, misleading information, or fake accounts.
• Attempting to bypass the payment system or take transactions off-platform to avoid commission.
• Any attempt to hack or disrupt the Platform, or to harvest users' data unlawfully.

9. Limitation of liability

The Platform makes reasonable efforts to ensure a quality booking experience; however, the services themselves are delivered by independent Providers. To the extent permitted by law, the Platform is not liable for indirect damages, and its total liability for any claim relating to a booking is limited to the value of that booking. Nothing in this section affects your statutory rights as a consumer.

10. Intellectual property

All intellectual-property rights in the Platform — including the "Jawwak / جوّك" name and marks, logos, designs, content, and software — are owned by or licensed to the Platform and may not be copied or used without prior written permission.

11. Changes to these terms

We may update these terms from time to time. Updates are published on this page with a revised "Last updated" date, and for material changes we will make reasonable efforts to notify you through the Platform. Continuing to use the Platform after a change takes effect constitutes acceptance of it.

12. Governing law

These terms are governed by and construed under the laws of the Kingdom of Saudi Arabia, and the competent authorities in the Kingdom have jurisdiction over any dispute arising from them, with an amicable resolution through our support channels sought first.

13. Contact us

For any questions about these terms, reach us through "Help & support" inside the app, or email support@jawwak.app.