اتفاقية التاجر

Merchant Agreement

Version 2.0 · Effective 1 November 2026 · Published 21 October 2026

The previous version (1.0) applies until this version takes effect on 1 November 2026: read it

1 · Parties and Rasla’s role

This agreement is between you — the owner of the place or its representative (“merchant”, “place”) — and Rasla (“we”), whose details are at the end of this page. Rasla is an e-commerce platform acting as an intermediary under Article 18 of the Implementing Regulations of the E-Commerce Law: it lists the place and its menu, enables accepting orders and payment, and provides management tools, screens, pickup calling and loyalty. The place is a “service provider” under the Law and the actual seller and supplier of what it sells; the sale contract is between the place and the customer.

2 · Acceptance and authority

• You accept this agreement and the Privacy Policy by ticking the consent box when registering the place; we keep a record of your consent, its version, time and channel.
• If you accept on behalf of a business, you confirm you are authorised to bind it.

3 · Business details and verification

• The platform is legally required to request each merchant’s details, contact data and commercial registration status, store and update them, and provide them to the Ministry of Commerce on request (Implementing Regulations, Art. 18/2/d).
• You therefore provide: the business’s legal name, commercial registration or freelance certificate number, municipal licence number and expiry, VAT number or a declaration that you are not VAT-registered, the place’s address, and the authorised person and their contact.
• You keep these accurate, update them within thirty days of any change, and tell us if a licence expires or is suspended.
• The business details you enter appear on customer receipts as the actual supplier. We may delay listing in the Rasla directory or enabling advance payment until they are complete.

4 · The service

A cloud service for places: listing the place and its menu in the Rasla directory for pre-ordering and pickup, menu display screens, pickup calling on the customer’s phone, loyalty cards and cashback, and a management dashboard with analytics, reports and alerts. It works from the Rasla app and the browser and needs internet and devices you provide. We may develop, add to or change features; if we remove a core feature from your plan we tell you thirty days in advance.

5 · Account and team

• Sign in with email and a verification code, a permanent passcode you set, or available smart sign-in methods. You are responsible for protecting your sign-in methods.
• You add team members, set their permissions and pair devices with a temporary code you confirm. You are responsible for what your team and devices do and may revoke any of them at any time.
• You must tell us as soon as you learn of any unauthorised access.

6 · Free tier, the full plan and limits

• Creating an account and the basic menu are free. Paid services include ordering and calling, loyalty, analytics, offers, kitchen, team and devices, according to the entitlement shown in your account.
• Each branch has its own subscription managed under the same account. A branch plan includes 3 devices and 10 team accounts including the owner; customers are not counted. The price of any extra capacity is shown before purchase.
• If a trial of paid services is offered, its length and terms are shown before it starts, and it never becomes a paid subscription without your explicit purchase confirmation.

7 · Subscription, payment and renewal

• Merchant subscriptions inside iOS are bought through Apple. Periods, price, currency and the total are shown in Apple’s store before confirmation, and the full period is paid upfront. Rasla adds no payment fee on top of what Apple confirms.
• Apple subscriptions renew automatically unless you cancel renewal with Apple before it is due. No purchase is triggered by signing in or creating an account, and we never receive your card details.
• Manage the subscription and restore purchases in the owner’s Subscription screen. Apple purchases are refunded by Apple under its procedures.
• The digital subscription is separate from the price of the food and drink you set and collect from your customers.

8 · Advance payment and commission

• There is no commission on orders paid at pickup.
• Advance payment is optional and provided by a payment service provider licensed by the Saudi Central Bank, with which the place is a sub-merchant; the provider verifies the place and settles its share under its terms. Rasla does not hold places’ funds.
• Each payment is split at the time of payment: Rasla’s commission at the rate shown in your dashboard (Store page → Commission and bank account) before you enable it, and the place’s share is the rest. Gateway fees come from the place’s share. Refunds reverse both parts, so there is no commission on declined, expired or refunded orders.
• You authorise Rasla to carry out automatic refunds through the provider in the cases in the Cancellation and Refund Policy: customer cancellation before you accept, your decline, timeout and payment mismatch.
• Any change to the commission rate is notified before it takes effect under section 18 and never applies to past orders.

9 · Your obligations as seller and supplier

• Prices: set by you alone, including VAT, matching what you charge and never added at the till. Never show a misleading price.
• Information: you are responsible for the accuracy of names, descriptions, calories, allergens, availability and opening hours.
• Licences: you hold and keep valid your commercial registration, municipal licence, staff health certificates and every licence your activity requires.
• Offers and discounts: before announcing any discount or offer you obtain any licence the Ministry of Commerce requires and clearly show the rate and the price before and after. Every price, offer or cashback you announce on Rasla binds you (Article 10 of the Law).
• Invoices: if VAT-registered you issue your tax invoice from your own system. Rasla’s receipt is an order receipt naming you as supplier, not a tax invoice.
• Orders: accept or decline within the time limit, honour what you accept, and tell the customer of any expected delay.
• Complaints and refunds: you handle complaints about your products, decide replacements and refunds, and answer complaints we forward within three business days, under the Complaints Policy.

10 · Photos, content and licence

• You confirm you own, or are licensed to use, every photo, logo and text you upload, including images designed to match your real products.
• You grant Rasla a non-exclusive, royalty-free licence for the term of this agreement to use, copy, resize and display that content in the app, site, screens and Rasla directory to provide the service and present your place in it. The licence ends with the agreement and the deletion of your data.
• You bear any third-party claim about content you uploaded.

11 · Cashback and rewards

• Cashback, loyalty cards and codes are programmes you offer your customers, funded by you alone; you honour what your customers earn under the Cashback and Rewards Terms.
• You never make any reward conditional on location, notifications or any device permission.
• If you stop cashback, balance holders are notified and you honour their balances for ninety days from the notice.
• Balances are never cashed out or transferred; Rasla keeps the ledger and holds no money against it.

12 · Listing standards, review and content removal

• No place appears in the Rasla directory without photos: a storefront photo and a photo for every listed item.
• The directory face of the place (name, logo, photos, sections, items and prices) is reviewed by the review committee before it appears and when it changes, usually within 24 hours; the approved version stays visible until a change is accepted. Removals and hiding from the directory are approved automatically.
• We may reject what breaches the listing standards with reasons, and remove any unlawful, misleading or infringing content (Implementing Regulations, Art. 18/2/e).

13 · Customer data

• From an order you receive the customer’s optional name and note, items, payment status and expected arrival time. You only see their phone number if the customer explicitly chose to share it, and that ends when they withdraw it.
• You are an independent controller of what you receive and must comply with the Personal Data Protection Law: use it only to fulfil the order, never market to the customer without their permission and in line with the law, never sell or pass it on, and protect it from unauthorised access.
• Tell us immediately, and within one day at most, of any breach you learn of affecting customer data received through Rasla.
• Your menu, orders and settings are yours and you can download a full copy any time from your dashboard. We process your customers’ data under the Privacy Policy, and may use aggregated figures that reveal no place or person to improve the service.

14 · What we keep about you and your team

Email, name, role and permissions, sign-in and activity history in your dashboard (for account security and change review), the network address temporarily against abuse, business and settlement details (IBAN sealed) and billing without card data. These stay while the account exists and are deleted with the place’s data, except payment records the law requires us to keep and the record of your acceptance of this agreement, kept three years under a pseudonymous identifier. Details in the Privacy Policy; you can download, correct and delete your account data from Account.

15 · Acceptable use

You may not use the service to break the law, publish misleading or offensive content, send marketing to customers who have not agreed, try to breach, overload or access others’ data in the service, or resell it without a written agreement.

16 · Suspension and termination

• We may suspend the place’s listing, ordering or account, after telling you why and giving a reasonable time to fix it, if you provide false or outdated details, a required licence expires or is suspended, you breach the E-Commerce Law, consumer protection rules or this agreement, serious complaints repeat without being addressed, or you misuse customer data.
• We may suspend immediately for fraud, a risk to customers or the platform, or at the request of a competent authority.
• You may end this agreement at any time by deleting your account or closing your place. Cancelling Apple renewal is separate; deleting a Rasla account does not cancel it automatically.
• We may end this agreement with thirty days’ notice, refunding any unused paid period paid to us directly.
• After closure the service stops, you may download a copy of your data, and the place’s data is deleted after thirty days, except what the law requires us to keep: payment records, and the anonymised order contract records for three years from each order.

17 · Availability, support and limitation of liability

• We take reasonable care to keep the service running and publish its status on the status page. It may stop for maintenance or failures at infrastructure or connectivity providers. Support is by the email below and the help centre.
• To the extent permitted by law we are not liable for lost profits, data or indirect damage, and our total liability for any claim does not exceed what you paid us in the three months before it. This does not limit liability that cannot legally be limited.
• As the seller you bear responsibility for your product, price, licences and what you announce, towards customers and competent authorities.

18 · Changes to this agreement

We announce any material change to this agreement or the services at least seven days before it takes effect, with a banner shown to your account in the Rasla app and site, showing the effective date and linking to the new version, and keep previous versions in About Rasla. Removing a core feature from your plan is announced thirty days ahead. Continuing after the effective date means accepting the change; you may end the agreement before it.

19 · Governing law

This agreement is governed by the laws of the Kingdom of Saudi Arabia. Disputes are first settled amicably; failing that, the competent judicial authorities in the Kingdom have jurisdiction.

Merchant subscriptions inside Apple’s app

Apple merchant subscriptions offer the same services for one month, three months or one year. Apple displays the actual storefront price and charges the full period upfront. Subscriptions auto-renew unless cancelled with Apple before renewal. Monthly equivalents are comparisons, not monthly instalments. Restore and manage purchases in the Subscription screen. Cancellation retains access until the paid entitlement ends; refunds and revocation follow Apple’s status. Account deletion does not cancel Apple renewal and is not blocked on cancellation. Physical café orders are separate.