1. Customer Privacy Policy

The Osraah application is committed to protecting the privacy of your data. This section explains how your information is collected, used, disclosed, and protected when you use the application as a customer.

1.1 Information We Collect from You as a Customer:

We collect your information to provide and improve our services to you:

Information you provide directly to us:

• When creating an account: Mobile number (for registration, login, and receiving access code), encrypted password, basic profile information (such as name).

Information we collect automatically when you use the App:

• Device Information: Device type, operating system, unique device identifiers, network information, screen size, and App version.
• Usage Data: How you interact with the App (e.g., products you view, stores you visit).
• Geolocation Information: We may request access to your location to improve searching for nearby stores, but this is always done with your explicit consent.

Osraah application reserves the right to save your personal information for registration purposes and others.

1.2 How We Use Your Information as a Customer:

We use the information we collect for the following purposes:

• Operating and providing Osraah services: Managing your account, displaying products and advertisements, facilitating communication with stores, and processing your orders.
• Improving and personalizing your experience: Understanding how you use the App and providing personalized recommendations based on your interests.
• Security and fraud prevention: Protecting your account, verifying information, and identifying suspicious behavior.
• Communicating with you: Sending notifications related to your orders or App updates, and responding to your support inquiries.
• Legal compliance: Adhering to legal and regulatory requirements.

1.3 How Your Information Is Shared as a Customer:

We are committed to not sharing your personal data with any third party without explicit consent, except as described below to provide our services.

We may share your information in the following circumstances:

• With stores and delivery representatives (as needed): Order information necessary to complete the purchase and delivery process (such as your name, delivery address, contact number).
• With essential third parties for service delivery: Such as delivery partners, technical service providers, and payment processors. They are only provided with the information necessary to perform their functions and are obligated to protect your data and its confidentiality.
• For legal and security purposes: In compliance with the law, in response to judicial orders, or to protect our rights.

1.4. Storage and Protection of Your Information (Information Security):

Data Privacy Global Standards We Follow

• General Data Protection Regulation (GDPR) (European standards)
• Personal Data Protection Law (PDPL) for Saudi Arabia

Accessibility & Acceptable Use

• The application frontend (if public-facing) is expected to follow WCAG guidelines (AA level).
• Terms of Service (ToS) and Acceptable Use Policy (AUP) will be published by the client or app owner.
• Google Cloud Platform's (GCP) terms also enforce acceptable usage, and the infrastructure adheres to those as a baseline.

The Infrastructure Currently Follows:

• GCP security best practices.
• Inherits compliance standards of the GCP platform.
• Prepares for zero-trust, least privilege, and data privacy by design.
• And provides a solid foundation to layer on further policies, audits, and legal documents as the product matures.

We implement security measures designed to protect your information (such as encryption and firewalls). You are responsible for maintaining the confidentiality of your account information, including your password.

1.5 Third-Party Links:

Our application may contain links to websites or applications of third parties. We do not control their privacy practices and are not responsible for them.

1.6 Your Rights as a Customer:

You have the right to access your information, correct it, delete it, withdraw consent, and object to its processing. To exercise these rights or for any inquiries, please contact us via Support@Osraah.com.

1.7 Changes to This Privacy Policy:

We may update this policy from time to time. We will notify you of any material changes by posting the new policy or through in-app notifications. Users will be alerted to these changes as soon as they occur

2. Customer Terms of Service

These terms constitute the legal agreement between the Osraah application and you as a customer.

2.1 Acceptance and License

• Acceptance of Terms: By using the App, you agree to these terms.
• Eligibility for Use: You must be legally eligible to enter into contracts (i.e., of legal age in Saudi Arabia).
• License: We grant you a limited license to use the App for your personal purposes as a customer.

2.2 User Accounts (Customers):

• Account Creation: Requires creating an account with accurate information
• Account Security: You are responsible for maintaining the confidentiality of your login information (mobile number and password). If you suspect any unauthorized use of your account, please contact us immediately

2.3 Products and Content

• Product Display: You can browse products displayed by various stores in the App.
• Product Quality: The store is committed to ensuring the quality of products and their conformity to the description and images displayed.
• Ratings: You can rate the store after receiving your order, and these ratings will be visible to other customers.

2.4 Orders, Payment, Delivery, and Pickup:

• Payment Mechanism: Payment is electronic only via the methods available in the App (Visa, Mastercard, Mada card, Apple Pay, STC Bank, STC Pay).
• Order Cancellation by Customer: You have the right to cancel an order within 5 minutes of completing the purchase. After this period, cancellation may not be available or may be subject to store terms.
• Order System: Once an order is placed, the store will be notified. The store has 5 minutes to accept or reject the order. If no response is received within this period, the order is automatically considered accepted if the store is "active."
• Damaged Order: If an order is damaged due to the delivery representative, the representative bears the full value of the order.
• Receipt Confirmation: Upon receiving your order, please confirm receipt via the App to ensure the completion of the process and the transfer of profits to the store.
• Delivery and Pickup Types: You can choose instant/scheduled delivery or instant/scheduled pickup from the store (if the store offers the pickup option).
• Store Location Privacy: The store's location is not shown to the client if delivery is chosen, but the estimated arrival time is shown. The store's location is only visible to you when the direct pickup option is enabled.

2.5 Messaging and Communication System:

An in-app messaging and communication system is available, allowing you to communicate with the store and the delivery representative regarding your orders. Please note that messages are only reviewed in case of a complaint to ensure communication safety

2.6 Prohibited Conduct:

Users must adhere to all applicable laws in the Kingdom of Saudi Arabia. As a customer, you are prohibited from:

• Providing false information.
• Publishing illegal or offensive content
• Fraud or deception.
• Violating the privacy or intellectual property rights of others.
• Abusing the in-app communication system.
• Harming the App or its services in any way

2.7 Disclaimer and Limitation of Liability:

Osraah is merely an intermediary platform aimed at facilitating buying and selling operations by connecting stores (sellers) with customers (buyers). Osraah does not own, sell, or directly provide any of the products listed. All products and services displayed on the app are supplied by independent stores (sellers).

The primary contractual relationship related to product quality, compliance with specifications, legality of sale, and return/exchange policies is directly between the store (seller) and the customer (buyer) without any direct involvement from Osraah.

Accordingly, Osraah disclaims full responsibility for any disputes, claims, losses, or damages that may arise between the seller and the buyer, whether related to product quality, delivery delays, payment disagreements, or any other matters. Each party bears responsibility for verifying the accuracy of the information and the agreements made between them.

We recommend all users verify product and seller details before completing any purchase and use the official communication channels available within the app to resolve any issues that may arise.

Service Provided "As Is":

Osraah and its services are provided “as is” and “as available” without any warranties of any kind, express or implied. We do not guarantee that the app will be error-free or that its operation will be uninterrupted.

Store Responsibility for Products:

The store is solely responsible for the quality of the products offered, their safety, compliance with specifications, and adherence to all applicable laws and regulations concerning the products it sells. Osraah bears no responsibility for any defects in the products or any damages resulting from their use.

Limitation of Osraah’s Liability:

To the fullest extent permitted by law, Osraah shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or data, resulting from your use of or inability to use the application. Our maximum liability, in any case, shall be limited to the commission fees paid to us by you in the three (3) months preceding the date the claim arose.

Customer Obligations Regarding Delivery

Commitment to Being Present at Delivery:

Customers are required to be present at the specified delivery address at the expected delivery time as shown in the order details within the Osraah app. Failure to be present or delayed receipt at the specified time constitutes a breach of the service terms.

Costs Resulting from Non-Presence:

If the customer is not present at the delivery location, does not respond to the delivery agent’s attempts to contact them, or refuses to accept the delivery without a valid reason, the customer will bear all related costs, including but not limited to:

• Re-delivery fees (if applicable)
• Any additional charges resulting from waiting time or rescheduling
• Possible cancellation of the order without refund according to the store’s policy

Accuracy of Information:

Customers are responsible for providing accurate and clear delivery information, including address and phone number. Osraah and the delivery agent bear no responsibility for delays or failures in delivery due to incorrect or incomplete information.

Responsibility After Receipt:

Once the customer receives the product and signs for it or confirms receipt via the app or other approved means, full responsibility for the product transfers to the customer. Osraah and the delivery agent hold no liability for the condition of the product after receipt.

Limitation of Osraah’s Liability:

To the fullest extent permitted by law, Osraah shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or data, resulting from your use of or inability to use the application. Our maximum liability, in any case, shall be limited to the commission fees paid to us by you in the three (3) months preceding the date the claim arose.

2.8 Account Termination:

Osraah application reserves the right to suspend or terminate your account if you violate these terms or any of our other policies

2.9 Changes to Terms

We may update these terms, and you will be alerted to these changes as soon as they occur via the App or email. Your continued use of the App after the changes are posted signifies your agreement to the modified terms.

2.10 Governing Law and Dispute Resolution:

These terms are governed by the laws of the Kingdom of Saudi Arabia. Saudi courts have jurisdiction over any disputes that may arise.

3. Customer Acceptable Use Policy

This policy complements the Terms of Service and clarifies the rules and standards that you, as a customer, must adhere to when using the App.

3.1 Content and Conduct Standards:

• Ratings and Reviews: When providing ratings or reviews for stores or products, these ratings must be honest and objective.
• Communication: Your communication with stores and delivery representatives via the in-app messaging system must be professional and respectful.

3.2 Specifically Prohibited Conduct for Customers:

• Ordering illegal or prohibited products.
• Delaying the receipt of orders.
• Causing damage to products after receiving them and then filing a complaint about them.
• Abusing stores, delivery representatives, or any other user.

3.3 Consequences of Policy Violation:

Osraah application reserves the right to take appropriate action if you violate this policy, including:

• Removing infringing content (e.g., abusive ratings).
• Suspending or terminating your account.
• Reporting illegal activity to the competent authorities.

3.4. Reporting Violations:

We encourage you to report any content or behavior that violates this policy or appears suspicious. You can do so via the dedicated complaints and support email: Support@Osraah.com.

4. Customer Order Management Policy and Procedures

These procedures define how your orders are processed, payment mechanisms, and delivery/pickup options.

4.1. Placing an Order:

• You can browse products and add them to your shopping cart.
• Upon completing the purchase, your order will be sent to the store.

4.2. Order Tracking:

• You will receive notifications about your order status (e.g., under review, order accepted, being prepared, in transit).
• You can communicate with the store or delivery representative via the in-app messaging system to track your order.

4.3. Payment:

• Payment is electronic only via the options available in the App.
• Ensure you select your preferred payment method before completing the order

4.4. Order Cancellation:

• You can cancel an order within 5 minutes of its completion.
• After this period, cancellation may not be possible, and there may be specific fees or conditions for cancellation depending on the store's policy or the order preparation status.

4.5. Receiving the Order:

• Delivery: If you choose delivery, the delivery representative will deliver your order to the specified address.
• Pickup from Store: If you choose pickup, you must go to the specified store location to pick up your order at the agreed-upon time.
• Receipt Confirmation: Once you receive the order, please confirm receipt via the App to ensure the completion of the process and the transfer of profits to the store

4.6. Handling Order-Related Issues:

• Damaged Order: If you receive a damaged order due to the delivery representative, the representative will bear its full value. Please report this immediately via the complaints system.
• Order Non-Conformity: If the order does not match the description or images, you have the right to file a complaint.
• Delayed Order: In case of unreasonable order delay, you have the right to claim compensation according to the complaints policy.

5. In-App Communication Policy for Customers

This policy explains how you, as a customer, can use the available messaging and communication system

5.1. Messaging and Communication System:

An internal messaging system is available, allowing you to communicate with the store and the delivery representative regarding your orders or inquiries. Communication must be respectful and professional. Messages are only reviewed in case of a complaint, to ensure safe communication and prevent misuse.

5.2. Communication Code of Conduct:

• Mutual respect among all parties.
• Professionalism in interaction.
• Prohibited from sending unsolicited messages (spam) or offensive content.
• Protection of your personal data and that of others.

6. Customer Complaints and Violations Management Policy and Procedures

These procedures explain how any complaints or disputes you may have as a customer are handled.

6.1. Types of Potential Complaints:

• Customer complaints against stores (e.g., product quality, non-conforming description, delay).
• Customer complaints against delivery representatives (e.g., mistreatment, damaged order).
• Disputes with Osraah application.

6.2. Steps for Submitting a Complaint:

• You can submit a complaint via the dedicated complaints and support email: Support@Osraah.com.
• Complaint Submission Deadline: The complaint email must be sent within 10 hours of the order execution time for order-related issues.
• Detailed information about the complaint must be provided, including the order number, problem description, and any available evidence (such as photos of the damaged product or screenshots of conversations).

6.3. Complaint Investigation Process:

Osraah management investigates the complaint immediately upon receipt of the email. The investigation includes gathering information from all involved parties (customer, store, delivery representative). If the order is found to be damaged due to the delivery representative, the representative bears its full value. The store is responsible for appropriate product packaging.

6.4. Response and Resolution Timeline:

The complaint will be responded to within a maximum of 7 business days. A response will be provided within a maximum of 5 business days from the date of receiving the complete complaint and required information.

6.5. Escalation Procedures and Legal Dispute Resolution:

You have the right to claim in case of delayed, damaged, or non-conforming orders. In case of an unsatisfactory resolution, you can resort to the competent legal authorities in the Kingdom of Saudi Arabia. Osraah application has the right to present conversations between parties to legal authorities in case of a violation or legal complaint.

7. Update and Amendment Policy

Osraah application management reserves the right to modify these policies and procedures at any time. You will be notified of material changes via the App or email. Your continued use of the App after the changes are posted signifies your agreement to the modified policies and procedures.

Customer Wallet Policy and Procedures in Osraah Application

We are pleased to introduce the new digital wallet feature in the Osraah application, which allows you to manage your funds with greater ease and flexibility within the App. This wallet is designed to make purchase transactions and money transfers between family members and friends within the Osraah community smoother and more secure.

1. Adding Balance to the Wallet

You can now add balance to your Osraah wallet to use it for purchasing various products from the available stores in the application.

Methods of Adding: You can add balance using the same electronic payment methods available for primary order payments, which include:

• Visa Card
• MasterCard
• Mada Card
• Apple Pay
• STC Bank
• STC Pay

Available Amounts: You can add specific amounts to your wallet, such as 50, 100, 150, 200, up to the maximum limit determined by Osraah application management. These options will be clearly displayed in the wallet interface.

2. Using Wallet Balance

Once you add balance to your wallet, you can easily use it for:

• Purchasing Products: You can use the balance in your wallet to pay for your purchases from any store within the Osraah application.
• Sending and Receiving Money (for family members/friends):
  • You can send amounts from your wallet to other Osraah users (such as family members or friends) using their user ID.
  • You can also receive money in your wallet from other users. This feature is designed to facilitate money exchange between relatives and acquaintances to support their purchases within the App.

3. Osraah Wallet Terms and Conditions

To ensure a fair and transparent experience for everyone, please pay attention to the following terms related to the wallet:

• Non-Refundable Balance: Once an amount is added to your Osraah wallet, it cannot be refunded in cash or transferred to an external bank account. This balance can be used exclusively for purchasing products and services within the Osraah application or sent to other users within the App.
• Maximum Balance Limit: The balance available in the wallet is subject to a maximum limit determined by Osraah application management to ensure transaction safety.
• User Responsibility: You are responsible for maintaining the security of your account and login information to protect your wallet balance. If you suspect any unauthorized activity, please contact us immediately.
• Send/Receive Transactions: When sending money, ensure the correctness of the user ID to whom you are sending the amount. Osraah will not be responsible for any incorrect transfers made due to incorrect information entered by the user

4. Protecting and Securing Your Wallet

We apply the highest security standards to protect your wallet balance and transactions:

• Encryption: All transaction data and payment information are encrypted for protection.
• Advanced Security Measures: We use firewalls and fraud detection systems to monitor suspicious activities.

5. Support and Assistance

If you have any questions or encounter any problems regarding your Osraah wallet, please do not hesitate to contact us via:

• Support Email: Support@Osraah.com

We hope the wallet feature adds value to your Osraah experience, making it more flexible and convenient.