Terms and Conditions for Products and Services
Introduction
Inclusive Financial Solutions Company, a company licensed by the Saudi Central Bank to conduct payment activities, provides digital financial, payment, collection, and invoicing solutions for the business sector through the GoPay platform and its related products and services, including GoInvoice.
These Terms and Conditions govern the Client’s use of GoPay, GoInvoice, and related optional add-on services, including invoice and payment request uploads, tax/electronic invoice issuance, notifications, collection through SADAD, transaction monitoring, and financial settlements, in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia.
By registering for, using, or continuing to use the Services, the Client acknowledges that it has read, understood, and agreed to these Terms and Conditions.
These Terms and Conditions apply to the services actually used or subscribed to by the Client, including GoPay, GoInvoice, and any related optional add-on services, according to the selected package, service, commercial offer, or approved financial appendix. The inclusion of any service in these Terms and Conditions shall not be deemed an obligation on the Client unless such service is selected, activated, or subscribed to by the Client.
1. Definitions and Clarifications
1.1 For the purposes of these Terms and Conditions, the following terms shall have the meanings assigned to them below, unless the context requires otherwise:
1.2 Company: Inclusive Financial Solutions Company, the provider of payment services and digital financial solutions.
1.3 Client: Any legal or natural person, establishment, company, institution, or licensed independent professional using or subscribing to any of the Company’s Services, including its legal representative, authorized signatory, or users.
1.4 Platform: The website, dashboard, applications, electronic systems, APIs, or digital channels made available by the Company for the provision of its Services.
1.5 Services: GoPay, GoInvoice, and any related, optional, or add-on services provided by the Company from time to time.
1.6 GoPay Service: A payment and collection service that enables the Client to upload invoices and financial claims, generate payment references, notify its customers, collect amounts through SADAD or other available or approved payment channels, and monitor related settlements and transactions.
1.7 GoInvoice Service: A tax/electronic invoicing service that enables the Client to issue, store, and manage electronic or tax invoices through the Platform in accordance with applicable technical and regulatory requirements in the Kingdom of Saudi Arabia.
1.8 Package: The commercial offer, subscription, or pricing plan selected by the Client, which defines the validity period, transaction quota, notification quota, fees, operational limits, and any included or optional benefits or services.
1.9 Optional Add-on Services: Any services not included in the standard package and activated or purchased separately, including sender name, basic or advanced tax invoice, API integration, or any other services approved by the Company.
1.10 Notifications: SMS messages, emails, or any other electronic means used to notify the Client’s customers or users of transactions, invoices, financial claims, or service-related updates.
1.11 Post-Consumption Fees: Fees charged to the Client after the included transaction, notification, or benefit quota under the selected package has been exhausted, as specified in the applicable pricing page, financial appendix, or approved commercial offer.
1.12 Business Days: Sunday to Thursday from 9:00 AM to 5:00 PM, excluding official public holidays in the Kingdom of Saudi Arabia.
1.13 Reference to days, months, and years: Shall refer to the Gregorian calendar unless expressly stated otherwise.
2. Scope and Term of Application
2.1 These Terms and Conditions apply to the Client’s use of any of the Company’s Services, including GoPay, GoInvoice, and related optional add-on services.
2.2 Any Payment Account Opening Agreement, separate agreement, financial appendix, or approved commercial offer between the Company and the Client shall form an integral part of these Terms and Conditions.
2.3 In the event of any conflict between these website Terms and Conditions and the Payment Account Opening Agreement, any separate agreement, approved financial appendix, or approved commercial offer signed or accepted by the Company and the Client, the signed agreement, financial appendix, or approved commercial offer shall prevail, unless applicable laws or regulatory instructions require otherwise.
2.4 These Terms and Conditions shall remain in effect for as long as the Client uses the Services or the contractual relationship between the parties remains in force, and shall continue until the Service is terminated, the account is closed, or the contractual relationship ends in accordance with the applicable provisions.
2.5 Certain provisions shall survive termination where their nature so requires, including but not limited to confidentiality, data protection, record retention, outstanding financial obligations, limitation of liability, and dispute resolution.
3. GoPay Service
3.1 GoPay enables the Client to manage billing and collection operations through the Platform, including:
- • Uploading invoices or financial claims.
- • Generating payment references or payment details linked to invoices or claims.
- • Sending notifications to the Client’s customers via SMS, email, or any other available channel.
- • Collecting payments through SADAD or any other available or approved payment channels.
- • Monitoring transaction, collection, and settlement status through dashboards or available reports.
- • Matching transactions and settlements based on the Platform’s available technical capabilities.
3.2 The Company shall exercise reasonable care in operating the Service and enabling the Client to use it. The Company does not guarantee uninterrupted or error-free availability at all times, particularly where disruption results from matters beyond the Company’s control, including third-party systems, banks, payment networks, telecommunication providers, or governmental systems.
4. GoInvoice Service
4.1 GoInvoice enables the Client to issue, store, and manage tax/electronic invoices through the Platform in accordance with applicable technical and regulatory requirements in the Kingdom of Saudi Arabia.
4.2 Depending on the selected package, subscription, or service, GoInvoice may include:
- • Creating and issuing tax/electronic invoices.
- • Electronically storing invoices and related records.
- • Managing invoice and customer data.
- • Supporting electronic invoicing requirements in accordance with applicable technical and regulatory controls.
- • Providing basic or advanced options depending on the selected package or service.
- • Integrating with GoPay or other available services where included or separately agreed.
4.3 The Client shall be responsible for the accuracy, validity, and completeness of all data entered into invoices, including establishment information, tax number, end-customer details, description of goods or services, amounts, taxes, discounts, and any other legally required data.
4.4 GoInvoice does not constitute tax, accounting, or legal advice. The Company shall not be liable for errors resulting from incorrect, incomplete, or inaccurate data provided or entered by the Client.
4.5 The Client shall ensure that its use of GoInvoice complies with its legal, tax, and accounting obligations and should consult its legal, tax, or accounting advisers where required.
5. Client Eligibility and Registration Requirements
5.1 To use the Services, the Client must have the legal capacity to contract and use the Services, and must provide all data and documents required by the Company for registration, verification, KYC, compliance, account opening, or service activation purposes.
5.2 The Company may reject a registration request or suspend or terminate the Service if the Client does not satisfy legal, regulatory, operational, or documentation requirements, or if any information provided is incorrect, incomplete, or misleading.
5.3 The Client shall keep its information and documents updated and notify the Company of any material changes.
6. Company Obligations
6.1 The Company shall open a payment account for the Client where the applicable requirements are satisfied and shall exercise due care in executing the Client’s orders on the account within the limits of laws, regulations, rules, and payment customs. The Company shall not be liable for any damage arising from executing such orders unless the damage results from the Company’s gross negligence, willful misconduct, or failure to exercise due care.
6.2 The Company may collect specified fees from the Client in consideration of the Services provided, and may collect such fees directly without further reference to the Client, provided that such fees do not conflict with instructions issued by the Saudi Central Bank and that the Client is notified by email or any other means determined by the Company at least thirty days prior to the application or amendment of such fees, in accordance with the clause governing amendments to these Terms and Conditions.
6.3 If the Company is required to amend fees or charges due to emergency circumstances, regulatory requirements, or instructions from competent authorities, it may implement such amendment immediately, provided that the Client is notified through an approved channel and without prejudice to applicable laws and regulations.
6.4 The Company shall not increase fees or commissions payable by the Client after the Client has obtained the Service or signed the contract except in accordance with applicable laws and regulatory instructions and after notifying the Client within the required regulatory period. This shall not prejudice any fees or charges resulting from optional add-on services requested by the Client, additional usage, or fees imposed by external parties or governmental authorities.
6.5 The Company may send SMS messages, make phone calls, or send marketing materials to the Client regarding the services and products offered by the Company, unless the Client expresses a desire not to receive such messages or marketing materials.
6.6 The Company shall not be liable to the Client for any delay or failure to deliver bank transfers or collected amounts due to an error or malfunction in technical systems beyond the Company’s control, incomplete or unavailable Client information, or any other reason beyond the Company’s control, unless such delay or failure results from the Company’s failure to exercise due care or its gross negligence.
6.7 The Company may amend these Terms and Conditions from time to time, without prejudice to the instructions of the Saudi Central Bank, provided that the Client is notified of amendments thirty days prior to their effective date. The amendments shall apply after the expiry of such period from the date of publication on the website or notification to the Client, and the Client’s continued use of the Services shall constitute acceptance of such amendments.
6.8 The Company may suspend the authorities of authorized signatories or users if their identification documents expire, their information is not updated, or regulatory requirements are not satisfied.
6.9 The Company may close the account or suspend the Service if no orders or transactions are executed on the account for a period of ninety days from the account opening date, subject to notifying the Client by SMS or any other means sufficiently in advance where possible.
6.10 The Company shall maintain the confidentiality of all data and account information provided by the Client, except for disclosures made for specific professional and operational purposes or to competent governmental or regulatory authorities, including the Saudi Central Bank, in accordance with applicable laws and regulations.
6.11 The Company shall retain all documents and records related to the Client’s account and Services for a minimum of ten years from the date of termination of the contractual relationship or account closure, or for any other period required by applicable laws or competent authorities.
6.12 The Company shall transfer collected amounts within T+2 business days, unless otherwise agreed with the Client.
6.13 The Company may reject any payment service order or transaction, provided that the Client is notified of the rejection in a timely manner where possible, together with the reasons for rejection and the corrective process, in accordance with applicable laws and regulations. The Client shall not bear the transaction fee in case of rejection unless the contract, financial appendix, or approved commercial offer provides otherwise.
6.14 Where the Company is unable to execute any payment order or transaction for which it is responsible within the scope of the Services in a timely manner, the Company shall notify the Client and provide the expected execution time where possible, without prejudice to cases where the delay or non-execution is caused by banking channels, payment systems, SADAD, or any third party beyond the Company’s control.
6.15 The Company shall notify the Client in advance of any planned service interruption at least five business days prior to such interruption where possible, including the expected duration and any anticipated impact on the Service.
6.16 The Company shall acknowledge receipt of Client complaints within 48 hours and resolve them within 10 calendar days, or within any other period required by applicable laws or regulations.
7. Client Obligations
7.1 The Client is prohibited from using the account or Services for any unlawful purpose or activity. The Client shall notify the Company if it has any objection or suspicion regarding transactions on its account. The lapse of thirty days from the date of any transaction without objection shall be deemed approval and confirmation of its validity.
7.2 The Client shall bear any expenses, taxes, or governmental fees imposed by the state or competent authorities in relation to any services or products provided by the Company to the Client, whether currently imposed or imposed in the future.
7.3 The Client shall update its proof documents, including commercial registration, identity, or equivalent documents, as well as its information and the information of authorized signatories and users registered with the Company, whenever updated or changed. In case of breach, the Company may freeze the account or suspend the Service for compliance purposes.
7.4 The Client agrees that, for the purposes of opening and operating the account and complying with applicable laws, the Company may obtain updated proof document data and information through services provided by the National Information Center or any other reliable and independent entity.
7.5 The Client may terminate the agreement or contractual relationship within ten days from acceptance or fee payment, without incurring a cancellation penalty, and shall be entitled to recover any fees paid except for fees for Services actually provided or actual costs incurred by the Company upon the Client’s request.
7.6 The Client may terminate the contractual relationship for any reason by providing prior written notice not exceeding thirty calendar days to the Company by email or any approved channel.
7.7 If the Company breaches any material provision governing the contractual relationship and fails to remedy such breach within a reasonable period after being notified, the Client may terminate the relationship and recover any amounts recoverable under applicable laws and approved agreements.
7.8 If the Client wishes to cancel or add any authorized signatory or user, or amend any signature specimen or authority, such changes shall be made through the forms or channels approved by the Company. The Company shall rely on any transaction performed before receiving amendment or cancellation instructions, or dated prior to such instructions, and amendments shall be approved in accordance with the applicable operational procedures.
7.9 The Client shall provide accurate, current, and complete information and shall be responsible for failure to disclose any required information or for the inaccuracy of any information provided.
7.10 The Client shall maintain the confidentiality of login credentials, passwords, user accounts, verification codes, API credentials, and API keys.
7.11 The Client shall ensure the accuracy of all invoices, financial claims, data, and files uploaded or issued through the Platform, and shall not issue or upload false, incorrect, fictitious, or unjustified invoices or claims.
7.12 The Client shall comply with tax, regulatory, and accounting requirements related to electronic or tax invoices.
7.13 The Client shall pay all fees due for Services, packages, optional add-ons, and additional usage.
7.14 The Client shall not carry out transfers or transactions to unknown persons or entities or for unlawful purposes, and all transfers and transactions shall be to known persons and entities and for known, legitimate commercial purposes.
7.15 The Client shall read and understand any terms, conditions, appendices, commercial offers, or financial terms related to the Services or packages used or subscribed to.
8. Undertakings and Declarations of the Company and the Client
8.1 First: Undertakings and Declarations of the Company
8.2 The Company undertakes and declares to the Client the following:
- • To treat the Client fairly and equitably, and to adhere to the principles of disclosure and transparency.
- • To maintain the confidentiality of all data and account information provided by the Client, except for disclosures made for specific professional and operational purposes or to competent governmental authorities, including the Saudi Central Bank, in accordance with applicable laws and regulations.
- • To take all necessary technical and organizational measures to protect its information technology systems and customer data, and to exercise due care and reasonable efforts in establishing, maintaining, implementing, and following information technology, information security, cybersecurity, and data protection controls, policies, and procedures, including system access supervision and control, encryption, virtual and physical protection, business continuity plans, recovery plans, and security plans designed to protect against any breach, destruction, loss, disruption, alteration, or exploitation.
- • To acknowledge receipt of Client complaints within 48 hours and resolve them within 10 calendar days or within any period required by applicable laws or regulations.
8.3 Second: Undertakings and Declarations of the Client
8.4 The Client undertakes and declares, being of full legal capacity, the following:
- • The Client is not legally prohibited from dealing with the Company, and all data provided by the Client is accurate, reliable, and up to date.
- • The Client is responsible before the competent authorities for funds deposited in its account with its knowledge, and funds deposited in its account without its knowledge, whether or not the Client personally disposed of them, if the Client does not officially report them upon becoming aware of their presence in the account.
- • Funds deposited in the account or collected through the Services are derived from legitimate activities, and the Client is responsible for their validity. If the Company receives any illicit or counterfeit funds from the Client, the Client shall not be entitled to recover them or be compensated for them, without prejudice to any legal liability arising therefrom.
- • The Company has the right to freeze the account or any amounts credited to it and notify the competent authorities if there is suspicion that the amounts result from financial fraud or illegal operations, in accordance with applicable laws and instructions.
- • The Client is the true beneficiary of the account and Services, unless otherwise disclosed in accordance with regulatory requirements.
- • The Client is fully aware that transfers to unknown persons or entities are prohibited under applicable laws and instructions, and that all transfers or transactions made by the Client are to known persons and entities and for known and legitimate commercial purposes.
- • The Client has read and understood these Terms and Conditions, and shall read the terms and conditions related to the services, products, packages, and optional add-ons linked to the account and published on the Company’s website or included in any approved commercial offer or financial appendix.
9. Financial Terms for GoPay
9.1 If the establishment’s bank account is held with a bank other than Riyad Bank, the establishment shall bear any applicable SARIE, transfer, banking, governmental, or other charges, whether current or future.
9.2 Collected amounts from executed transactions and settled invoices or claims shall be aggregated and transferred to the bank account designated by the Client in accordance with the approved settlement mechanism.
9.3 Settlement and transfer of collected amounts shall be processed within T+2 business days, unless a different settlement period is agreed between the parties.
9.4 The limits applicable to invoice values and financial claims that the Client may issue or upload through GoPay shall be based on the disclosures provided in the Know Your Customer (KYC) form, and shall not exceed the maximum limit allowed under the selected package, approved commercial offer, or financial appendix.
9.5 In all cases, any successfully processed transaction, whether within the applicable limits or processed under an exception or special approval, shall be counted toward the transaction quota included in the package. Once the included transaction quota is exceeded, any additional transactions shall be subject to the approved post-consumption fees applicable to the selected package, financial appendix, or approved commercial offer.
9.6 Upon exhaustion of the included transaction or notification quota, the Service shall continue uninterrupted, and additional transactions or notifications shall be charged according to the approved post-consumption fees.
9.7 Package validity shall commence from the activation date and continue for the period specified in the commercial offer, pricing page, or approved financial appendix. Any unused transaction, notification, or benefit balance shall expire at the end of the package validity period.
9.8 All transaction fees, subscriptions, optional add-on fees, post-consumption fees, and any other charges are exclusive of Value Added Tax unless expressly stated otherwise.
9.9 The Client may request service cancellation within ten Business Days from the fee payment date. In such case, the Client shall be entitled to a refund of any prepaid fees for payment services not provided to the Client, excluding actual costs incurred by the Company for actions performed upon the Client’s request, including but not limited to verification, onboarding, activation, integration, or processing.
9.10 After the ten-Business-Day period, fees related to payment services already provided or actual costs incurred by the Company shall be non-refundable, and the Client shall remain entitled to a refund of any prepaid fees for services not provided to the Client, unless otherwise agreed in writing or required by applicable laws.
10. Financial Terms for GoInvoice
10.1 GoInvoice shall be subject to the fees, packages, and subscriptions specified in the pricing page, commercial offer, or approved financial appendix.
10.2 GoInvoice may be offered as a standalone service or as an optional add-on linked to a GoPay package, as specified in the commercial offer or pricing page.
10.3 The GoInvoice subscription period shall commence from the activation date or the date specified in the commercial offer and shall expire at the end of the defined subscription period unless renewed.
10.4 If the GoInvoice subscription expires and is not renewed, the Company may suspend the issuance of new invoices or disable certain Service functions, while retaining access to data or records to the extent permitted by applicable laws, operational policies, or any agreement between the parties.
10.5 The Client shall be responsible for maintaining any records, copies, or data that it is legally required to retain, unless storage or archiving is expressly included in the contracted Service.
10.6 All GoInvoice fees are exclusive of Value Added Tax unless expressly stated otherwise.
10.7 Subscription, activation, optional add-on, or API integration fees related to GoInvoice shall be subject to the cancellation and refund provisions set out in these Terms and Conditions, the commercial offer, or the approved financial appendix, without prejudice to applicable laws and regulatory instructions.
11. Optional Add-on Services
11.1 The Client may request activation of optional add-on services as made available by the Company, including but not limited to:
- • Sender name.
- • Basic tax invoice.
- • Advanced tax invoice.
- • API integration.
- • Any other services approved by the Company.
11.2 Optional add-on services shall be subject to separate fees, validity periods, and operating conditions as stated in the commercial offer, pricing page, or financial appendix.
11.3 Certain optional add-ons may require verification, technical approval, regulatory approval, or specific setup requirements. The Company shall not be required to activate such services unless all applicable requirements are satisfied.
12. Transaction Rejection and Authorization Suspension
12.1 The Company may reject any payment service order or transaction, provided that the Client is notified of the rejection in a timely manner where possible, together with the reason for rejection and the corrective process, in accordance with applicable laws and regulations.
12.2 The Client shall not bear the transaction fee in case of rejection, unless the contract, financial appendix, or approved commercial offer provides otherwise.
12.3 The Company may suspend or restrict the authorities of authorized signatories or users if their identification documents expire, their information is not updated, or regulatory requirements are not satisfied.
13. Information Security & Data Protection
13.1 The Company shall maintain the confidentiality of the Client’s data, accounts, and transactions in accordance with applicable laws and regulations, and shall not disclose such information except as required by law, regulatory instructions, competent authorities, operational service requirements, or the Client’s consent.
13.2 The Client agrees that the Company may process the Client’s data, user data, and end-customer data to the extent necessary to provide the Services, operate the Platform, comply with regulatory requirements, and improve the Services.
13.3 The Company shall retain logs and records necessary for security, fraud prevention, operations, audit, and regulatory compliance purposes for at least ten years or any longer period required by applicable laws, regulations, or regulatory instructions, including without limitation transaction records, system connection data, IP address information, access and authentication logs, and system activity records.
13.4 The Client shall obtain any required consents from its end-customers or users in relation to notifications, data processing, invoice issuance, or financial claims.
13.5 The Client shall securely maintain all login credentials, passwords, verification codes, API credentials, API keys, and any authentication details related to the Services. The Client shall not share, expose, embed, or store such credentials in insecure environments or make them available to any unauthorized party.
13.6 The Client shall not attempt to probe, scan, test, bypass, disrupt, interfere with, or compromise the security, integrity, authentication mechanisms, or availability of the Platform, systems, or related services, including any unauthorized access, misuse, or attempted security breach.
13.7 The Company may notify the Client through SMS, email, dashboard notifications, or any other electronic means regarding executed transactions, account status changes, suspension or modification of user or authorized signatory permissions, passwords, verification codes, security alerts, amendments to terms, fees, or Services, operational notices, or regulatory notices.
13.8 The Client shall immediately notify the Company of any suspected unauthorized use, breach, loss, leakage of login credentials or API credentials, account error, or unusual account activity.
13.9 The Client shall keep its contact information updated and may not claim lack of knowledge or non-receipt of notices if it fails to update such information.
14. Records and Data Retention
14.1 The Company shall retain records, documents, and data related to the Client’s account, Services, and transactions processed through the Platform for at least ten years from the end of the contractual relationship or account closure, or for any longer period required by applicable laws, regulatory instructions, operational requirements, or compliance obligations.
14.2 Such records and data may include, without limitation, Client information, KYC documents, transaction records, invoices and financial claims, settlement records, access logs, system connection data, IP address information, authentication records, and system activity logs.
14.3 Such records and data may be retained for operational, security, regulatory, audit, legal, fraud prevention, and compliance purposes.
15. Data Sharing and Compliance
15.1 The Client agrees that the Company may share its data, to the extent necessary, with regulatory authorities, competent government authorities, payment system operators, or operational partners where required for the provision and operation of the Services and compliance with applicable laws and regulatory instructions.
15.2 Such data may include, as applicable, the Client’s name, bank account details, commercial registration number or equivalent, tax certificate, mobile number, email address, and any other information required by applicable laws or competent authorities.
16. Marketing Communications and Opt-Out
16.1 The Company may send marketing messages, notifications, or materials to the Client regarding its services, products, offers, or related updates through SMS, email, phone calls, or any other available electronic means.
16.2 The Client may at any time request to stop receiving marketing messages or materials from the Company through the channels or mechanisms made available by the Company for this purpose.
16.3 An opt-out request for marketing communications shall not affect the Company’s right to send operational, regulatory, security, financial, or service-related notices that are necessary for providing the Services or complying with applicable laws and regulatory instructions.
17. Taxes
17.1 All prices, fees, subscriptions, and charges stated on the website, commercial offer, or financial appendix are exclusive of Value Added Tax unless expressly stated otherwise.
17.2 The Client shall bear VAT and any current or future governmental taxes or charges applicable to the Services, transactions, or fees.
18. Suspension, Discontinuation, and Termination
18.1 The Client may terminate the contract or contractual relationship or request account closure at any time, unless the parties agree on a termination notice period, provided that such notice period shall not exceed thirty calendar days, without prejudice to any fees or obligations due for services actually provided before the termination date.
18.2 The Company may suspend, discontinue, or terminate the Service in whole or in part in any of the following cases:
- • The Client breaches these Terms and Conditions.
- • The Client fails to pay due fees.
- • The Company suspects unlawful, fraudulent, or non-compliant activities.
- • The Client fails to complete or update KYC information or required documents.
- • Instructions are issued by competent authorities.
- • Operational, security, or regulatory risks require suspension or discontinuation.
- • No orders or transactions are executed on the account for 90 days from the account opening date, subject to prior notice where possible.
18.3 Suspension or termination shall not affect the Company’s right to collect any amounts or fees due prior to the suspension or termination date, nor shall it affect the Client’s right to a refund of prepaid fees for services not provided, in accordance with these Terms and applicable laws.
19. Limitation of Liability
19.1 The Company shall not be liable for indirect, consequential, loss of profit, loss of opportunity, or data-related damages arising from the use of, or inability to use, the Services, except to the extent required by applicable laws.
19.2 The Company shall not be liable for any error, delay, or interruption caused by third-party systems, banks, telecommunication providers, payment systems, governmental systems, or any matter beyond the Company’s control, unless caused by the Company’s gross negligence or willful misconduct.
20. Amendments to the Terms and Conditions
20.1 The Company may amend these Terms and Conditions, fees, or charges from time to time, provided that material amendments are notified to the Client at least 30 days prior to their effective date, unless immediate amendment is required due to emergency circumstances, regulatory requirements, or instructions from competent authorities.
20.2 Any increase in fees or commissions shall not apply retroactively to transactions or services performed before the effective date of such increase.
20.3 The Client’s continued use of the Services after the effective date of the amendments shall constitute acceptance of the amended Terms and Conditions.
21. Complaints
21.1 The Client may submit complaints through the Company’s approved channels.
21.2 The Company shall acknowledge receipt of the complaint within 48 hours and resolve it within 10 calendar days, or within any other period required by applicable laws or regulations.
22. Governing Law and Dispute Resolution
22.1 These Terms and Conditions shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.
22.2 In the event of any dispute arising out of or in connection with these Terms and Conditions or the Services, the parties shall first seek to resolve the dispute amicably. If no amicable resolution is reached, the competent courts in Riyadh shall have jurisdiction, unless applicable laws provide otherwise.
23. Governing Language
23.1 These Terms and Conditions have been prepared in Arabic, which shall be the authoritative language for interpretation and execution. An English version may be provided for translation or reference purposes. In case of any discrepancy between the Arabic and English texts, the Arabic text shall prevail.