سياسة الشكاوى وتسوية النزاعات

Complaints and Dispute Resolution Policy

Version 1.0 · Effective 1 November 2026 · Published 21 October 2026

1 · How to complain

• Email us at the address at the end of this page, or use Account → Contact us.
• Include the order reference shown on the receipt (for an order), the place, what happened and when, and what you are asking for (replacement, refund, correction or other). You may attach a photo.
• You do not need an account to complain; we only ask for enough to confirm the order is yours.

2 · Who handles it

• Product and order: quality, mistakes, missing items, defects, delays, price, refunds, cashback and rewards. These are the responsibility of the place as seller, supplier and loyalty provider. We forward your complaint with the order record, follow up until it responds, and tell you its answer.
• Platform: app or site faults, account and sign-in, automatic refunds through the payment provider, notifications, and unlawful content on a place’s page. We handle these directly.
• Personal data: access, correction, erasure, withdrawal of consent and objections. We handle these under the Privacy Policy.
• Merchant complaints: a place may complain to us about the platform or a customer’s conduct (fake orders or abuse), handled under the Merchant Agreement.

3 · Time limits

• We acknowledge a complaint within two business days with a reference number.
• We aim to resolve platform complaints, and obtain the place’s response, within ten business days; if more time is needed we tell you why and when to expect an answer.
• Personal data requests are answered within thirty days, extendable by thirty more where exceptional effort is needed, with notice and reasons.
• Complaints about a wrong or defective order should be made as soon as possible and within seven days of the order at most, as in the Cancellation and Refund Policy.

4 · Customer–place disputes

• We facilitate contact between both sides and provide the order record we hold (items, prices, times, payment and refund status) to both where needed.
• Rasla is not a party to or arbiter of the sale and does not decide refunds for the place except in the automatic cases set out in the Cancellation and Refund Policy.
• If the dispute is not settled amicably the customer may approach the Ministry of Commerce through its official channels or other competent authorities.

5 · Disputes with Rasla

We seek to settle any dispute with us amicably within thirty days of written notice. Failing that, the competent judicial authorities of the Kingdom of Saudi Arabia have jurisdiction under its laws. For your personal data you may also complain to the Saudi Data and AI Authority (SDAIA).

6 · Complaint records

We keep each complaint and the action taken to follow it up and improve the service, and provide it to competent authorities on lawful request. We never use it for marketing.