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How we handle your complaint
We receive your complaint
We log it with our team so it is followed up.
We reply to you
In writing, confirming receipt and telling you who is handling it.
We look into it
We review your project, payment, and ticket history, and may ask you for details.
We tell you our decision
A resolution or a reasoned answer, with what we will do next.
We reply to every complaint in writing through the channel it reached us by, and when we receive it we tell you who is handling it.
What to include in your complaint
- The email registered to your account, and the project name if the complaint is about a project.
- The ticket number, or the date and amount of the payment, if there is one.
- What happened, in detail, and the resolution you want.
Data requests and account deletion
To delete your account, send a request from the My account page, and our team will contact you before anything is deleted. To request a copy of your data or to correct it, use a ticket from inside your account. The details are in the privacy policy.
If your complaint is not resolved
Ask our management to review your complaint through the same channel, and quote its number. If you are not satisfied with our final reply, you may contact the competent authority:
- Purchase and service complaints: The Ministry of Commerce.
- Personal data complaints: The Saudi Data and Artificial Intelligence Authority (SDAIA).
Reporting a security vulnerability
If you find a vulnerability in the platform, report it to us with a ticket from inside your account, with the steps to reproduce it. Do not access other people’s data or disrupt the service while testing. We thank everyone who reports responsibly, and we reply to every report.