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.
• The price shown on the booking page is calculated from the experience you choose and any optional extras you add, and covers delivery, setup and teardown. The total and the amount due now are both shown before you press confirm.
• The first-booking discount (10%) is applied automatically to the first booking created with your mobile number, and is not combined with other offers unless stated otherwise.
• Payments are processed electronically through licensed payment providers. The methods actually available are shown on the booking page at checkout and may include: Apple Pay, Samsung Pay, mada and credit cards (Visa/Mastercard), and buy-now-pay-later services (Tabby, Tamara, Madfu). A method that is not enabled is labelled as coming soon and cannot be selected.
• When you complete a booking with online payment: paying by wallet or card captures a 20% confirmation deposit of the total at confirmation, with the remainder due once setup is complete at your venue. Choosing a buy-now-pay-later provider captures the full amount through that provider, which then splits it into four instalments under that provider's own terms — a relationship directly between you and them.
• If online payment is not available at the time of your request — which the booking page states explicitly — nothing is charged on submission. A Jawwak coordinator contacts you to confirm the details and arrange payment before the appointment, and you may withdraw at that point with no fee.
• A booking is confirmed once payment succeeds, or once the coordinator confirms the appointment with you in the case above. Refunds of the deposit or of any amount paid are governed by the cancellation policy in clause 6.
• Any change you request after confirmation that affects the price (a different experience, different extras, or a guest count beyond the service's limits) is shown to you before it is applied; no difference is charged without your agreement.
• 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.