Terms of Use

1. Definitions

• The Platform: the Request (مطلب) website and its apps, operated by [operator's legal name], Unified National Number [ ], VAT registration number [ ], National Address [ ].
• Contact: "Contact support" on the Platform, and the email support@requestsouq.com.
• User: anyone who registers an account on the Platform or browses it.
• Client: the user who orders a service or books a consultation.
• Provider: the user who offers a digital service and delivers it to the client.
• Consultant: the user who gives a non-medical professional consultation for a set fee and duration.
• Order: any agreement made through the Platform for a service or a consultation, whether from a package, a custom offer or an open request.
• Free order: an order at price zero created from a "try me for free" offer on a provider's or consultant's profile, carried out on the Platform with no payment.

2. Nature of the Platform

The Platform is a technical intermediary that connects clients with providers and consultants, and provides the tools for agreeing and communicating; it collects the amount on behalf of the provider or consultant and holds it until delivery. The Platform is not a party to the service or consultation, does not guarantee any particular result, and its liability is limited to what these terms state.

The Platform is for digital services and non-medical professional consultations. It does not offer on-site services, medical or therapeutic consultations, binding legal advice, or religious rulings.

3. Eligibility and accounts

• To create an account and place orders, users must have reached the age of majority (eighteen Hijri years) and have full legal capacity.
• Users must give accurate information and are responsible for everything done through their account.
• An account is personal: it may not be sold, transferred, rented or used by someone else, and its holder remains responsible for everything done through it.
• Users may not use, in their name, username or profile, a trade name or trademark they do not own or are not authorised to use.
• Sign-in is by a one-time code sent to the user's email, or by password; neither may be shared with anyone.
• The Platform may suspend or restrict an account that breaches these terms or is suspected of fraud, and will tell the user the reason where possible. Reasons include: attempting or repeating contact or payment outside the Platform, dishonest reviews or review manipulation, incorrect identity or bank account details, fake discounts, impersonation or using a trade name without right, abuse in chats, multiple accounts to get around the rules, and any breach of the prohibited services and conduct.
• Users may delete their account themselves from its settings once their open orders and withdrawals are finished; the privacy policy explains what is deleted and what is kept.

4. Orders and payment

• The price, delivery time and scope of work are set before payment, and a snapshot of the agreement is kept at the time of the order; later changes to the package do not affect it.
• Before paying, the client sees the total amount including any fees and VAT, and their right to withdraw as set out in the refund policy.
• By pressing "Confirm order and pay", the client places the order, commits to paying the displayed amount including VAT, and accepts the refund policy.
• Payments are made through a payment provider licensed by the Saudi Central Bank; the Platform does not store card details.
• Providers and consultants authorise the Platform to collect the order price from the client on their behalf through the licensed payment provider, and the client's payment to the Platform settles the price owed to them. The Platform holds the amount on their behalf until it becomes due under these terms, then transfers the net amount after fees to their bank account when they request a withdrawal.
• After payment, the order page shows the client an invoice that can be printed and saved, with the order details, its date, its amount and how it was paid.
• The amount is held and released to the provider or consultant only after the client confirms delivery, the announced review period passes without objection, or a dispute decision is issued.
• The Platform charges an announced percentage fee deducted from the provider's or consultant's earnings. The percentage is fixed on the order when it is created, so later changes do not affect existing orders, and providers are notified of any change seven days before it takes effect.
• A service fee at an announced percentage may be added for the client; it is shown separately before payment within the displayed amount, fixed on the order when it is created, and returned in full with any full refund.
• Prices are in Saudi riyals, and charging, invoices and refunds are in riyals. Amounts shown in other currencies when a user picks a display currency are approximate, at a daily exchange rate, for information only; the user's bank may add a conversion fee.
• Providers and consultants may buy optional paid services from their earnings balance, such as promoting a service and the Pro subscription, at prices and periods shown before purchase. Promotions are shown to clients marked "Promoted"; a subscription renews automatically while renewal is on and can be stopped at any time; amounts paid for them are refunded only by a decision of the Platform.

5. Communication on the Platform

To protect both parties, sharing phone numbers, email addresses, contact links or bank accounts in any text field or chat is prohibited, as is agreeing to pay outside the Platform. The Platform hides such details automatically, and repeated attempts may lead to account restrictions.

6. Dealing on the Platform only

• Agreement, delivery and payment all happen on the Platform. A provider or consultant may not ask the client to pay the Platform's fee or any extra amount outside the Platform, or to compensate them for it; the fee is part of their listed price.
• No user may act as an intermediary between the Platform and others: reselling others' services under their own name without doing the work, offering accounts or subscriptions belonging to others, or moving Platform orders to another party.
• The whole work is not delivered in the chat before an order is placed and paid; anything sent before payment is a preview or sample only, does not count as delivery and creates no financial rights through the Platform.
• Any agreement, delivery or payment outside the Platform is not protected by these terms or by the dispute process, and its parties alone bear the consequences.

7. Free offers, discounts and "free with the package"

• "Try me for free" offer: an optional card on a provider's or consultant's profile stating exactly what they offer for free, its delivery time and what it does not include, for a period set by the Platform and a number of clients set by them within the Platform's cap. A free order is once per client with the same provider, runs on the Platform like any order (chat, agreement, delivery, confirmation), holds no amount, has no refund or dispute, and either party may cancel it at any time. Its review is tagged "free order", and it may not be used to solicit reviews or to get around the payment rules.
• Discounts: a provider may set a discount at a percentage and for a period on their packages within the cap announced by the Platform, on a price that has really been listed on the Platform for no less than the period the Platform sets; the Platform keeps a history of package prices, and fake discounts are not accepted. The discounted price is what the order agreement records and what the fees are computed on.
• "Free with the package": a free extra a provider or consultant writes into a package (such as an extra revision or a follow-up question), with a number of times and a period after the order completes, becomes part of the order agreement and a commitment on them, and its delivery is recorded on the order page.

8. Delivery date and the fixed-price question

• A provider may request an extension of the delivery date with a written reason; the extension applies only when the client accepts it from the order page. The new date is recorded in the order history and becomes the agreed date.
• A "fixed-price question" is a package in which the consultant sets a price and an answer window; if no answer arrives within the window, the order is cancelled and the client is refunded in full automatically.

9. Obligations of providers and consultants

• Describe the service or consultation accurately, without exaggerating experience or results, and offer only what they are legally and professionally able to provide.
• Deliver within the agreed time and tell the client early about any obstacle.
• Hold the rights needed for the work they deliver and not infringe the rights of others.
• Give the Platform, when asked, accurate details of their identity and contact, and their commercial registration, freelance document or professional licence where they have one, and keep them up to date.
• Before their first withdrawal they upload a picture of their national ID or iqama so the finance team can match their name with the bank account holder; the picture is deleted after approval and only the verification record stays (last four digits and the approval date), and verification is repeated when the account holder name changes. Earnings are transferred only to a bank account in their name.
• They alone are responsible for complying with the laws that govern their work, including labour and licensing laws and the freelance licence where required, and for the authenticity of any certificates they upload to their profile.

10. Obligations of clients

• Describe the need clearly and give the provider what is needed to do the work.
• Review the delivered work within the review period, and request a revision or open a dispute for any material issue.
• Not use services or consultations for purposes that break the law.

11. Consultations

Consultations given through the Platform reflect the opinion of the consultant alone, do not replace consulting the competent authorities, and the Platform is not responsible for the consequences of acting on them. Both parties must keep the booked appointment or the one agreed in the order chat, and the cancellation rules in the refund policy apply.

12. Intellectual property

The economic rights in the final deliverables transfer to the client once the order is complete and paid, unless otherwise agreed in writing on the Platform before work begins; the provider may display the work in their portfolio unless the client asks otherwise before work begins. The Platform's marks, design and software remain the operator's property. Any rights holder may report content that infringes their rights through "Contact support" on the Platform, and the Platform may remove it. Users give the Platform a non-exclusive, free permission to display what they publish (services, images and portfolio) on the Platform, its apps and its search results, and to share links to it on the Platform's official accounts, for as long as it stays published; the content remains its owner's.

13. Reviews and content

Reviews must be honest and based on a real experience. The Platform may hide content that breaks the rules or is abusive or misleading, and records that in its log. An honest review based on a real order is not removed just because one party asks; the moderation team reviews any reported review, and anyone who manipulates reviews, and those who help them, may be suspended. The person reviewed may post one reply, shown under the review to everyone, reportable and subject to the same rules. Reviews are collected from the first day, and the Platform may delay showing them to visitors at the start of its operation until there are enough of them; the dispute resolution policy sets out when a review is hidden.

14. Limitation of liability

The Platform is not liable for indirect damages arising from services or consultations, and its liability for any order does not exceed the fees it received from that order, to the extent the law allows. This does not apply to fraud, gross negligence or harmful acts.

15. Complaints

• Complaints and feedback can be sent through "Contact support" on the Platform or to support@requestsouq.com, with the order number if there is one, and we reply through the same channel.
• A disagreement about an order before delivery is confirmed is handled by opening a dispute under the dispute resolution policy.
• This does not prevent users from complaining to the Ministry of Commerce or other competent authorities.

16. Changes to these terms

These terms are updated in a new version published on the Platform with its effective date, and registered users are notified at least seven days before it takes effect, except for changes required by law or in the user's favour, which apply once published. Users are asked to accept the new version when they sign in, a record of each acceptance is kept, and no change alters the agreement of an order placed before it.

17. Electronic contracting

Orders are placed and these terms are accepted electronically. Pressing the acceptance and confirmation buttons is binding acceptance, and the Platform's electronic records, including the agreement record, chats, order history and acceptances, are evidence under the Electronic Transactions Law.

18. Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts in the Kingdom have jurisdiction over any dispute arising from them. The parties first try to settle any disagreement about an order through the Platform's dispute process, which does not prevent either of them from going to the competent authorities. The Arabic text prevails in case of any discrepancy with this translation.