1. Acceptance, License, and Eligibility

1.1 Acceptance of the Agreement:

Your use of the Osraah application as a Store, your registration for a Store account, or your display of any products through the platform constitutes your full acceptance of this Agreement. If you do not agree to any term of these conditions, you may not use the App as a Store.

1.2 Eligibility for Use:

• To register as a Store and use Osraah's services, you must be: A natural person at least 18 years old, or a legally licensed commercial entity.
• Capable of entering into legally binding contracts according to the laws of the Kingdom of Saudi Arabia.
• Able to provide and present any or all required valid licenses in the Kingdom of Saudi Arabia, such as:
  • Commercial Register .
  • Maroof document (if you operate as an individual).
  • Freelance Work document.
  • Health certificate (especially for food products). We reserve the right to request additional documents in the future depending on the nature of the activity or updates to applicable regulations and laws.

1.3 License Granted by Osraah:

Under this Agreement, we grant you a limited, non-exclusive, and revocable license to use the Osraah application to display and sell your products, manage your orders, and communicate with customers and delivery representatives, in accordance with the terms and conditions stipulated herein.

2. Store Account and Data Security

2.1 Account Creation:

Your use of the Osraah application as a Store requires creating a dedicated Store account and providing accurate, complete, and up-to-date information. This includes:

• Store name.
• Detailed store address.
• Contact information (primary mobile number , and may include email or additional phone number).
• Valid required licenses (mentioned in Clause 1.2), which will be verified manually by Osraah management.
• Correct bank account details for receiving profits.

2.2 Account Security:

You are solely responsible for maintaining the confidentiality of your account login information (mobile number and encrypted password) and for all activities that occur under your account. You must notify Osraah immediately of any unauthorized use of your account or any breach of information security.

2.3 Store Responsibility for Activation and Availability:

The Store is responsible for providing internet connectivity and sufficient device charging to ensure the Store remains "active" and receives orders. The Store is also responsible for ensuring the availability of sufficient quantities of products displayed in the App.

2.4 Information Accuracy:

The Store is responsible for the correctness and accuracy of all data and information it provides (including store information, products, licenses, and bank account details). In case of proven fake or inaccurate data, Osraah management reserves the right to suspend the account or terminate the service permanently, while taking necessary legal actions.

3. Product and Content Management

3.1 Adding Products:

Stores can add new products to the App with precise and complete information for each product, including:

• High-quality images of the product.
• Detailed description of the product.
• Price.
• Category (e.g., pizza, popular traditional food).
• Available inventory information.
• Discounts (if any).

3.2. Osraah Management Product Approval:

All products added by the Store are subject to review and approval by Osraah application management to ensure quality and compliance with acceptable use policies. The product is automatically placed in "Under Review" status after being added.

3.3 Product and Image Acceptance Criteria:

• Product Quality and Conformity: Products must be of high quality and accurately match the description and images displayed in the App.
• Image and Description Quality: Images must be high-quality and clear , and the description must be accurate and complete. Osraah application reserves the right to reject products or stores with low-quality photography, with the option to refer them to a third party for image editing services. The product is approved after it is presented in a good manner .
• Appropriate Packaging: The Store must choose appropriate packaging for the order type, ensuring no product leakage or damage (for example, thermal packaging for hot products, cardboard packaging for fragile products). The Store bears full responsibility in case of non-compliance, leading to order damage or a poor experience.
• Category Compliance: The product must be categorized correctly.
• Compliance with Acceptable Use Policy: Products must comply with all our Acceptable Use Policy standards (Clause 5).

3.4. Product Rejection or Removal:

Osraah application reserves the right to reject any product or remove any product without the Store's consent if there is a compelling reason, such as:

• The product does not meet quality standards or description.
• The product violates the acceptable use policy or applicable laws.
• Unacceptable image or product description quality.
• Lack of necessary licenses for the product. In such cases, the Store's account may also be suspended or other actions taken depending on the severity of the violation.

3.5. Product Management After Approval:

The Store has the right to modify, delete, or temporarily hide a product. However , substantial modifications (such as changing main images or essential product descriptions) may require re-review and approval from Osraah management.

3.6. Intellectual Property Rights:

You warrant that you have all necessary rights and licenses for all content you upload or publish on the App (including images, descriptions, and logos). You grant Osraah a non-exclusive, worldwide, royalty-free, and sublicenseable license to use, reproduce, modify, adapt, publish, and promote your content to operate and promote the App (as explained in the Privacy Policy).

4. Orders, Payment, Delivery, and Profits

4.1. Order Reception and Processing System:

• The Store receives an instant notification when a new order arrives.
• Order Acceptance/Rejection Time: The Store has only 5 minutes to accept or reject the order after receiving it.
• Automatic Acceptance: If the order is not responded to within 5 minutes and the Store's status is "active" (available to receive orders), the order is considered automatically accepted.

4.2. Handling Product Unavailability or Order Rejections After Acceptance:

• If the Store is "active" and accepts the order , but then it turns out that the products are unavailable or not prepared, the Store bears the full or partial value of the order as compensation to the customer for inconvenience and loss.
• Permitted Rejections and Consequences of Exceeding Limits: The Store is allowed to reject a maximum of 3 orders per week (the week starts on Sunday). If the Store exceeds this number of rejections in a week, its account will be put on "temporary hold" and referred for investigation by Osraah management to understand the reasons and apply appropriate measures. This also includes repeated non-acceptance of orders, rejection of orders after acceptance, or frequent product unavailability.

4.3. Order Cancellation:

• The customer has the right to cancel an order within 5 minutes of completing the purchase.
• The Store also has the right to cancel an order within 5 minutes of receiving it in case of unavailability or a valid reason for cancellation before acceptance.

4.4. Payment Mechanism and Payment Fees:

• Payment is electronic only via the payment gateways available in the App (Visa, Mastercard, Mada card, Apple Pay, STC Bank, STC Pay).
• The Store bears any additional fees imposed by electronic payment gateways for payment processing.

4.5. Profit Transfer to Stores:

Store profits (after deducting Osraah's commission and any applicable fees) are received directly once:

• The customer receives the order .
• The customer confirms that the order meets all its conditions and quality.

4.6. Delivery and Pickup Types:

The Store can specify the delivery and pickup options available for its products:

• Instant / Scheduled Delivery: Delivery is via Osraah delivery representatives or the Store's private delivery representative.
• Instant / Scheduled Pickup: Allows the customer to pick up the order directly from the Store's location.

4.7. Delivery Range:

The delivery range served by the Store is determined based on the Store's physical location and the specified and approved geographical ranges by Osraah management.

4.8. Store Location Privacy:

• For Delivery: The Store's physical location is not displayed to the customer. The customer only sees the estimated arrival time of the product. The location is only visible to the delivery representative.
• For Pickup: The Store's location is only visible to the customer when the Store enables the "Direct Pickup" option. Any approval to update the Store's location requires providing a new national address and its verification.

4.9. Order Preparation Responsibility:

Stores must commit to preparing the order within the pre-defined time upon account activation or when a specific preparation time for the product is set.

4.10. Store Policies for Scheduled Orders (Delivery and Pickup):

• Preparing the Order on Time: The Store is committed to starting the preparation of the order at a time that ensures its complete readiness for delivery or pickup at the scheduled time for scheduled orders.
• Sending Notification to Delivery Representative Upon Starting Preparation: When the Store begins preparing a scheduled delivery order , it must send an immediate notification to the delivery representative via the App to enable the representative to coordinate their arrival.
• Store Responsibility for Delay or Unreadiness: In case the Store delays preparing the scheduled order , or it is not ready for the delivery representative at the specified pickup time, or not ready for the customer at the scheduled pickup time, the Store bears full responsibility for any consequences that may arise from this delay. This may include imposing delay fees on the Store or temporarily suspending its account in accordance with order management policies.
• Commitment to Product Availability: The Store must ensure the availability of all products in scheduled orders at the time of preparation and delivery. In case one or more products in a scheduled order are unavailable after it has been accepted, the policy regarding Store responsibility for product unavailability mentioned above (Clause 4.2) applies.

5. Acceptable Use Policy (AUP) for Stores

This policy complements the Terms of Service and clarifies the rules and standards that all Stores must adhere to.

5.1. Content and Product Standards:

• Product Quality and Conformity: Products must be of high quality and accurately match the description and images displayed in the App.
• Transparency in Information: All information provided about products (ingredients, price, inventory, expiry dates) must be clear , accurate, and not misleading.
• Legal Compliance: All products must be legal for sale in the Kingdom of Saudi Arabia and must not violate any laws or regulations, including consumer protection laws, health, and safety standards.

5.2. Prohibited Conduct for Stores:

The Store is prohibited from doing any of the following:

• Offering or selling illegal, dangerous, or unlicensed products.
• Offering or selling products that violate public morals or religious customs, or promote any racist, sectarian, or other prohibited content.
• Providing false, misleading, or inaccurate information about the Store or its products.
• Fraud or manipulation of the order or payment system.
• Violating the intellectual property rights of others (e.g., selling counterfeit products or using trademarks without permission).
• Causing annoyance, abuse, or threat to any customers, delivery representatives, or Osraah staff.
• Attempting to communicate with customers or delivery representatives outside the App's messaging system to circumvent Osraah's commission or to conduct transactions outside the App.
• Harming the App or its services in any way (e.g., using malware, hacking the system).
• Uploading inappropriate, obscene, or defamatory content.

5.3. Consequences of Policy Violation:

Osraah application reserves the right to take the following actions in case of violation of this policy:

• Removing infringing content or products.
• Temporary suspension or permanent termination of the Store's account.
• Imposing financial penalties (in cases of damage or financial losses resulting from the Store's negligence).
• Reporting illegal activity to the competent authorities.
• Withholding or suspending profit transfers until the issue is resolved.

5.4. Reporting Violations:

We encourage all users, including Stores, to report any content or behavior that violates this policy via the dedicated complaints and support email: Support@Osraah.com.

6. In-App Communication Policy

6.1. In-App Messaging and Communication System:

The App contains a messaging and communication system that allows communication between the Store, the customer , and the delivery representative. This system must be used only for purposes related to orders and services. Messages within the App are subject to monitoring to ensure communication safety and prevent misuse. However , these messages are not reviewed except in case of a complaint or necessity for investigation of a violation.

6.2. Communication Code of Conduct:

• Mutual Respect: Communication must be conducted in a professional and respectful manner with all parties.
• Professionalism: Avoid using abusive, threatening, or inappropriate language.
• Spam Prohibition: Sending unsolicited or promotional messages unrelated to the order is prohibited.
• Personal Data Protection: No personal information of customers or delivery representatives should be requested or shared beyond what is necessary to complete the order .

6.3. Process for Adding a Private Delivery Representative for the Store:

• The Store can add its own private delivery representative via the App.
• This representative is subject to Osraah's review and approval.
• The Store bears full responsibility for the behavior and performance of its private delivery representative and is responsible for any damages or violations caused by this representative.
• A separate application exists for delivery representatives, and registration requirements will be clarified in the Osraah Driver App Terms.

7. Store Profile Management Policy

7.1. Creating and Managing the Basic Profile:

The Store must provide accurate and complete information when creating its profile, including its name, address, and contact information. Licenses are verified manually by Osraah.

7.2. Options for Displaying Store Geolocation:

• The Store's physical location is not displayed to the customer if delivery service is chosen. The customer only sees the estimated arrival time of the product. The location is only visible to the delivery representative.
• The Store's location is only visible to the customer when the Store enables the "Direct Pickup" option from the Store. Any approval to update the Store's location requires providing a new national address and its verification.

7.3. Updating Store Information:

The Store is responsible for ensuring the correctness and accuracy of all its data and information registered in its profile. In case of proven fake or inaccurate data, Osraah management reserves theright to suspend the account or terminate the service permanently, in addition to any other legal actions.

8. Complaints and Violations Management Policy and Procedures

8.1. Types of Potential Complaints and Disputes:

This policy covers complaints filed against Stores by customers or delivery representatives, as well as disputes that may arise between the Store and the Osraah application.

8.2. Steps for Submitting a Complaint Against a Store:

Customers or delivery representatives can file a complaint against the Store via the dedicated complaints and support email: Support@Osraah.com.

• The complaint must be sent within 10 hours of the order execution time for order-related issues.
• Detailed information about the complaint must be provided with any available evidence (such as product photos, screenshots of conversations).

8.3. Complaint Investigation Process:

Osraah management investigates the complaint immediately upon receipt. The investigation includes gathering information and communicating with all concerned parties (Store, customer , delivery representative).

• Store Responsibility for Packaging: The Store is responsible for providing appropriate packaging for products to ensure they arrive in good condition. Any damage resulting from poor packaging is the Store's responsibility.
• Delivery Representative Responsibility for Damage: If the order damage was caused by the delivery representative, the representative bears the full value of the order.

8.4. 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.

8.5. Escalation Procedures and Legal Dispute Resolution:

• Osraah application has the right to remove any product without the Store's consent if there is a compelling reason, or suspend the account, or take other actions based on the investigation outcome.
• In case a satisfactory resolution to the complaint is not reached, parties may resort to the competent legal authorities in the Kingdom of Saudi Arabia.
• Osraah application has the right to provide conversation records and transaction-related data to legal authorities in case of a legal dispute.

9. Update and Amendment Policy

Osraah application management reserves the right to modify these policies and procedures at any time and without prior notice. Stores will be notified of material changes via the App or email. The Store's continued use of the App after the changes are published signifies its agreement to the modified policies and procedures. It is the Store's responsibility to review this Agreement periodically to stay informed of any updates.

10. Disclaimer and Limitation of Liability

10.1. Service Provision "As Is":

The Osraah application 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.

10.2. Store Responsibility for Products:

The Store is solely responsible for the quality, safety, conformity to specifications of the products displayed, and compliance with all laws and regulations related to the products it sells. Osraah bears no responsibility for any product defects or any damages resulting from their use.

10.3. Limitation of Osraah's Liability:

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

11. Governing Law and Dispute Resolution

11.1. Governing Law:

This Agreement is governed by and shall be construed in accordance with the laws of the Kingdom of Saudi Arabia.

11.2. Dispute Resolution:

In the event of any dispute or claim arising from or related to this Agreement, both parties agree to first attempt to resolve the dispute amicably through direct communication. If an amicable resolution is not reached, the dispute shall be referred to the competent courts in the Kingdom of Saudi Arabia.