Noorcom Terms&Conditions and Usage Policy – Customers

Introduction

This document constitutes a legally binding agreement governing the relationship between the user, in their capacity as the “Client”, and the Noorcom Platform (“the Platform”). Noorcom is a digital platform that enables Clients to book creative and beauty services provided by accredited Service Providers within the Kingdom of Saudi Arabia.

This Policy defines the rights and obligations of both the Client and the Platform, explains how to use the application and website, and clarifies the procedures related to booking, payment, cancellation, refund, data protection, complaint handling, and dispute resolution.

By using the Platform, creating an account, placing a booking, or making a payment through Noorcom, the Client is deemed to have read, understood, and fully agreed to all the terms set out in this Policy and any complementary policies, which together form an integral part of this document. If the Client does not agree with any of the terms, they must immediately stop using the Platform and any of its services.

This Policy is the sole legal reference governing the relationship between the parties and is subject to the laws and regulations of the Kingdom of Saudi Arabia, including the Personal Data Protection Law (PDPL), the E-Commerce Law, and all relevant regulations.

1. Definitions

For the purposes of this Policy, the following terms shall have the meanings assigned to them unless the context requires otherwise:

• Platform: The Noorcom mobile application and website, which connect Clients with independent Service Providers offering photography, beauty, hairstyling, and personal care services.
• Client: Any natural or legal person who uses the Platform to book a service.
• Service Provider: An individual or entity registered on the Platform to provide services to Clients.
• Booking: An electronic agreement made through the Platform for the provision of a service at a specific time and location.
• Booking Value: The total amount agreed upon for the selected service. The amount is displayed clearly to the Client before completing the booking and is paid through the electronic payment methods approved by the Platform.
• Commission: The percentage deducted by the Platform from the Booking Value (*********%) and subject to periodic updates.
• E-Wallet: A virtual financial account within the Platform used to store balances resulting from cancellations, refunds, or transfers between the Client and the Platform.
• Complementary Policies: All rules, documents, and notices published within the Platform that supplement this Policy, including the Cancellation Policy, Data Protection Policy, Service Provider Agreement, and Refund Policy. These documents form an integral part of this Policy.

2. Registration and Usage Requirements

2.1 Legal Capacity

The Client must have full legal capacity in accordance with the laws of the Kingdom of Saudi Arabia. The Platform may not be used by minors or persons who lack legal capacity to contract, unless they have the explicit permission of their parents or legal guardians. All actions performed through the Client’s account are considered valid, binding, and attributable to the Client.

2.2 Accuracy of Information

The Client must provide accurate, complete, and up-to-date information when creating an account or making a booking, including name, mobile number, email, and payment details. The Client is fully responsible for the accuracy of this information and must update it whenever changes occur. The Platform reserves the right to request additional documents to verify the Client’s identity or the accuracy of the information provided.

2.3 Account Privacy

The Client’s account is personal and may not be transferred, shared, or used by any third party. The Client is solely responsible for all activities conducted through their account or linked payment methods. If account sharing, misuse, or suspicious activity is detected, the Platform may suspend or permanently disable the account without prior notice.

2.4 Usage Obligations

The Client agrees to use the Platform in a lawful manner that does not violate public morals, intellectual property rights, or the commercial interests of the Platform or Service Providers. Any fraudulent, misleading, abusive, or unlawful use of the Platform is strictly prohibited and may result in immediate suspension, deletion of the account, or permanent restriction from the Platform.

2.5 Platform Authority Over Account Management

The Platform reserves the right to suspend, restrict, or terminate access to the Client’s account in any of the following cases:

• Providing false, inaccurate, or misleading information.
• Misuse of the services or violation of applicable laws or Platform policies.
• Failure to pay outstanding amounts due.
• Repeated complaints or unresolved disputes involving the Client.

The Client will be notified via email or in-app notifications. The Platform bears no liability for any consequences resulting from such suspension or termination.

3. Booking and Payment Process

3.1 Approved Payment Methods

All payments made through the Noorcom Platform must be completed exclusively via the authorized electronic payment methods, such as Mada cards, credit cards, digital wallets, or any other payment method licensed by the Saudi Central Bank. Cash payments or direct payments between the Client and the Service Provider outside the Platform are strictly prohibited. Any such action constitutes a serious violation of this Policy and may result in cancellation of the booking or suspension of the Client’s account.

3.2 Payment Options

The Platform may allow Clients to pay either the full amount or a partial amount depending on the nature of the service and the Service Provider’s terms. All payment terms are displayed clearly to the Client during the booking process. Completing an electronic payment through the Platform is considered a final acknowledgment and acceptance of the service terms. The Client may not revoke or modify the booking except in accordance with the Cancellation and Refund Policy outlined in this document.

3.3 Retention of Amounts

The Platform holds booking payments in a temporary financial account until the service has been successfully completed and confirmed, or the specified confirmation period expires. Payments are not transferred to the Service Provider until the service is verified as complete and no active dispute exists at the time of transfer.

3.4 Transfer of Amounts to Service Providers

After deducting the Platform’s commission and applicable operational fees, the Platform transfers the amounts owed to the Service Provider within seven (7) business days from the date the service is confirmed as completed. The Platform may delay the transfer if an open dispute or complaint exists between the Client and the Service Provider.

3.5 Financial Disputes and Cancellations

If a booking is cancelled or a financial dispute arises between the Client and the Service Provider, the refund process will follow the Platform’s approved Cancellation and Refund Policy. Amounts eligible for a refund will be processed using the original payment method or credited to the Client’s in-app wallet within a reasonable timeframe.

3.6 Receipts and Invoices

The Platform issues an electronic receipt after every booking or payment. Receipts are delivered automatically to the registered email address or via in-app notification. These electronic receipts serve as official documents compliant with the Saudi E-Commerce Law and replace traditional paper invoices.

4. Pricing and Commission

4.1 Pricing and Applicable Taxes

Service prices are determined and published directly by each Service Provider through the Platform. All prices must clearly include Value Added Tax (VAT) and any other government levies required by applicable regulations. Service Providers are fully responsible for accurately displaying their prices and may not impose any additional or hidden charges beyond what is shown on the booking page or payment screen.

4.2 Platform Commission

The Platform earns an operational commission in exchange for providing digital and technical services that facilitate bookings and payments. The commission rate is ( % ) of the total booking value (the exact percentage to be set by Noorcom) and is automatically deducted before transferring the remaining amount to the Service Provider. The Platform may modify the commission rate from time to time in line with operational costs or market conditions. Stakeholders will be notified of any changes before they take effect.

4.3 Additional Fees and Premium Services

The Platform reserves the right to impose additional fees for optional or premium features, such as promotional advertisements, profile boosting or highlighted listings, premium visibility, or other extra services offered within the application. All optional fees will be clearly displayed in the Service Provider dashboard or within promotional campaigns. Use of such features constitutes acceptance of the respective terms and costs.

4.4 Pricing Transparency

The Platform is committed to full pricing transparency. Clients have the right to view the full service price, any applicable additional fees, and (where displayed) the Platform’s commission before completing payment. No hidden charges or undisclosed costs may be enforced under any circumstance.

5. Cancellation and Compensation

5.1 Cancellation by the Service Provider

If the Service Provider cancels the booking more than (**) hours before the scheduled service time, the Client is entitled to a full refund of the booking amount. If the Service Provider cancels within (**) hours of the service time, the Client is entitled to a full refund plus compensation of (***)% of the booking value.

5.2 Cancellation by the Client

• If the Client cancels more than 24 hours before the scheduled time, they are entitled to a full refund or may receive the amount as in-app wallet credit.
• If the Client cancels less than 12 hours before the scheduled time, 30% of the service value will be deducted.
• If the Client cancels less than 6 hours before the scheduled time or after the service has started, no refund will be issued.

5.3 Cancellation Due to Provider’s Delay or Absence

If the Service Provider is significantly late or fails to attend, the Client is entitled to a full refund plus symbolic compensation of 10–20% in the form of a promotional coupon applicable to a future booking.

5.4 Force Majeure

Neither party shall be held liable for delays or failures caused by circumstances beyond their control, including natural disasters, major technical outages, government directives, or interruption of essential services. In such cases, the Platform will coordinate with the parties to reschedule the service or process applicable refunds as deemed appropriate.

5.5 Mutual Compensation Principles

Either party (Client or Service Provider) may be entitled to fair compensation depending on the proven damage after the Platform’s review:

• For the Client: Full or partial refunds, discount vouchers up to 80% of the booking value, or other remedies if the service was not delivered as agreed or was of poor quality.
• For the Service Provider: The full service amount if the Client cancels after the service has started or fails to confirm completion within the required timeframe without valid justification.

5.6 Full Policy Details

A detailed version of the Cancellation and Compensation Policy is published separately within the Platform. Viewing and agreeing to that Policy constitutes legal acceptance of all its terms. The Platform reserves the right to update or modify this Policy, and any changes will be announced within the application.

6. Service Delivery and Quality

6.1 Quality of Services

Noorcom is committed to ensuring that all services offered through the Platform are delivered by accredited and qualified Service Providers who meet the professional and technical standards approved by the Platform. The Platform continuously monitors performance and quality to ensure Client satisfaction, safety, and professionalism.

6.2 Observation Period

The Client has the right to submit comments, concerns, or objections regarding the service within 24 hours from the time the service is completed. Feedback must be submitted through the official support channels provided within the Platform. Failure to submit feedback within the specified period is considered an acknowledgment by the Client that the service was delivered satisfactorily.

6.3 Handling Shortcomings or Deficiencies

If the Platform verifies that the Service Provider failed to meet the agreed standards or specifications, the Platform may, at its discretion, take one of the following actions: (i) rectify the issue or arrange for the service to be re-delivered at no additional cost; (ii) issue a full or partial refund; or (iii) provide appropriate compensation (discount coupon or wallet credit), depending on the extent of the confirmed issue.

6.4 Actions Against Service Providers

If recurring complaints or repeated quality issues are confirmed, the Platform reserves the right to take escalating administrative measures, including warnings, temporary suspension, downgrading the Provider’s quality rating, or permanent account termination in cases of severe or repeated violations.

7. Complaints and Dispute Resolution

7.1 Submitting a Complaint

Both the Client and the Service Provider have the right to submit a formal complaint through the Platform within 24–48 hours of the incident in question. The complaint must include all relevant details and supporting evidence, such as photos, service timestamps, relevant communications, and any additional documentation.

7.2 Review Process

All complaints are reviewed by a specialized committee within the Platform, consisting of representatives from operations and field supervision, quality control, technical specialists for the relevant service category, and the legal department. The committee may request additional information from any party before issuing a final decision.

7.3 Decision Timeline

The Platform is committed to reviewing and resolving complaints within 7 business days from the date of receiving a complete submission. The parties will be notified of the final decision via email or in-app notifications. The committee’s decision is considered final and binding unless escalated to the competent judicial authorities.

7.4 Judicial Resolution

If the parties fail to reach an amicable resolution or if either party rejects the committee’s decision, the dispute shall be referred to the competent judicial authorities within the Kingdom of Saudi Arabia, in accordance with Section 14 of this Policy.

8. Data Protection

8.1 Compliance with Law

Noorcom is fully committed to complying with the Saudi Personal Data Protection Law (PDPL) and its executive regulations, along with all directives and guidelines issued by the Saudi Data & AI Authority (SDAIA) or any other relevant authority. The Platform ensures that all personal data is collected, processed, stored, and protected in a lawful, transparent, and secure manner.

8.2 Use of Personal Data

Client personal data is used solely for delivering requested services, improving user experience and Platform performance, ensuring operational quality, providing customer support, and meeting regulatory and compliance requirements. The Platform is strictly prohibited from using personal data for commercial or marketing purposes outside this scope without the Client’s explicit prior consent.

8.3 Client Rights

Clients have the right to access their personal data, request corrections or updates, request deletion, and obtain a copy of their data, within a reasonable timeframe, unless retaining the data is required to comply with legal, financial, or operational obligations.

8.4 Data Sharing

The Platform is committed to maintaining the confidentiality of Client data and will not share, transfer, or disclose personal information to third parties except: (i) when necessary to fulfill the service (e.g., sharing relevant data with the Service Provider); (ii) to comply with legal or judicial requirements; or (iii) with the Client’s prior written or electronic consent.

8.5 Data Retention

The Platform retains Client data for a period not exceeding five (5) years from the date of the last transaction, unless a longer period is required by regulatory authorities.

8.6 Information Security

The Platform implements comprehensive technical and organizational measures to protect personal data from unauthorized access, loss, alteration, misuse, or disclosure. Regular audits and security reviews are conducted to ensure continued adherence to best practices in digital security.

9. Intellectual Property

9.1 Ownership Rights

All intellectual property rights associated with the Noorcom Platform—including the Noorcom name and trademark, logo and branding, website and application design, source code, software, content, user interfaces, and databases—are the exclusive property of Noorcom and are fully protected under Saudi and international intellectual property laws. No content from the Platform may be copied, reproduced, republished, distributed, or used in any form without prior written permission from Noorcom.

9.2 Usage License

Clients are granted a limited, personal, non-transferable, and non-commercial license to use the Platform solely for browsing services, making bookings, and managing their accounts. This license does not constitute a transfer of ownership or intellectual property rights to the Client.

9.3 Prohibited Content

Clients are strictly prohibited from uploading, publishing, or sharing any content through the Platform that is illegal, offensive, infringing, defamatory, or in violation of the rights or privacy of others. The Platform reserves the right to delete prohibited content without prior notice and may take legal or administrative action where necessary.

9.4 Trademark Protection

The Noorcom trademark and brand identity may not be used in advertisements, marketing materials, social media, or any external channels without explicit written approval from the Platform’s management. Unauthorized use may result in legal action or account suspension.

10. Liability

10.1 Platform’s Commitment to Service Execution

Noorcom is responsible for ensuring that services booked through the Platform are executed in accordance with the specifications published by the Service Provider and at the agreed time and location. The Platform acts strictly as an intermediary between the Client and the Service Provider and monitors compliance and quality to provide a safe and reliable experience.

10.2 Limits of Platform Liability

The Platform shall not be held liable for damages or losses arising from incorrect use of the service by the Client, errors or negligence by the Service Provider, delays or interruptions caused by technical issues or force majeure, or any actions that violate this Policy. The Platform does not assume responsibility for end results delivered by third-party Service Providers and will not compensate for indirect damages.

10.3 Exclusion of Indirect Damages

Under no circumstances shall the Platform be liable for indirect, consequential, or incidental damages, including loss of profits, business opportunities, or reputation, whether or not the Platform has been advised of the possibility of such damages.

10.4 Maximum Liability Cap

In all cases, the Platform’s maximum liability, regardless of the cause of the claim, is limited to the actual amount paid by the Client for the service in dispute. The Platform is not responsible for any additional or punitive compensation beyond this amount.

10.5 Force Majeure

Neither the Platform nor the Service Provider shall be held responsible for delays or failure to perform due to circumstances outside their control, such as natural disasters, major technical failures, government orders, or communication outages. In such cases, obligations may be temporarily suspended or rescheduled in line with the nature of the event.

11. Account Suspension or Termination

11.1 Platform’s Right to Suspend or Terminate

Noorcom reserves the full right to suspend, restrict, or permanently terminate a Client’s account—without prior notice—in cases of violation of the Platform’s terms, misuse of services, provision of false information, involvement in fraudulent or illegal activities, or repeated disruptive behavior.

11.2 Financial Obligations

If an account is suspended or terminated, the Client remains responsible for settling all outstanding financial obligations, including pending payments, wallet balances, service fees, and any amounts owed under dispute resolutions or compensation arrangements.

11.3 Reactivation Requests

A Client may submit a request to reactivate their account after addressing the reasons for suspension. Approval is not guaranteed and is subject to the Platform’s internal review, the severity of the violation, and the Client’s history.

11.4 No Waiver of Legal Rights

Suspending or terminating an account does not prevent the Platform from pursuing legal action, seeking compensation, or enforcing any rights available under Saudi law.

12. Policy Amendments

12.1 Right to Modify the Policy

Noorcom reserves the right to update, amend, or revise this Policy or any of its clauses at any time, in line with regulatory requirements, operational needs, technical updates, or security requirements, provided such updates comply with Saudi laws.

12.2 Method of Notification

Amendments or updates will be communicated through announcements on the Platform, emails sent to registered email addresses, or other official communication channels adopted by Noorcom. Such announcements constitute sufficient legal notice.

12.3 Effective Date of Amendments

Unless otherwise stated, amendments become effective immediately upon publication on the Platform. Continued use of the Platform after the effective date constitutes full and unconditional acceptance of the updated Policy.

12.4 User Responsibility

Clients are responsible for reviewing this Policy periodically to stay informed of the terms applicable at the time of use. Failure to read updated terms does not exempt the Client from compliance.

13. Policy Duration and Termination

13.1 Policy Duration

This Policy becomes effective from the moment the Client creates an account or first uses the Platform and remains in force as long as the account is active.

13.2 Termination by Either Party

Either the Client or the Platform may terminate this Policy by closing the Client’s account or suspending services in accordance with the terms hereof. Termination does not relieve the Client from fulfilling any outstanding financial obligations.

13.3 Continuation of Obligations

Certain rights and obligations—including financial balances, legal compliance, intellectual property rights, data retention, and ongoing dispute resolution—shall continue even after account termination until fully settled.

14. Governing Law

14.1 Applicable Law

This Policy and all related rights, obligations, and relationships are governed exclusively by the laws and regulations of the Kingdom of Saudi Arabia, including the E-Commerce Law, the Personal Data Protection Law (PDPL), consumer protection regulations, and relevant executive directives.

14.2 Jurisdiction

If a dispute cannot be resolved amicably or via the Platform’s internal processes, it shall be referred to the competent judicial authorities in the Kingdom of Saudi Arabia, in the city where Noorcom’s headquarters are located, unless otherwise agreed in writing.

15. Evidence of Electronic Transactions

15.1 Legally Binding Digital Records

All electronic transactions conducted through the Platform—including bookings, payments, cancellations, confirmations, messages, and notifications—are considered legally binding records and have the same evidentiary force as written documents under Saudi law.

15.2 Validity of Electronic Communications

Electronic communications exchanged through the Platform or linked channels (email, SMS, in-app chat) constitute valid legal notices, official communication, and binding acknowledgments. Clients agree that such records may be presented as proof in legal or regulatory proceedings.

15.3 Authentication and Verification

The Platform reserves the right to verify the authenticity of electronic transactions and communications using login credentials, device identifiers, IP addresses, timestamps, and other digital verification tools. All such records are admissible as evidence in disputes or investigations.

16. Account Deactivation

16.1 Right to Deactivate Accounts

Noorcom may deactivate or restrict a Client’s account temporarily or permanently in cases of policy violations, fraudulent or illegal usage, abuse towards Service Providers or staff, repeated unjustified cancellations, or unresolved financial issues.

16.2 Notification

Where possible, the Platform will notify the Client by email, SMS, or in-app notification, explaining the reasons for deactivation and, if applicable, the steps required for reactivation.

16.3 Reactivation Requests

A Client may request account reactivation, but approval is subject to the Platform’s internal review of the violation’s nature, the Client’s history, and risk considerations. Reactivation is not guaranteed.

16.4 No Liability for Deactivation

The Platform bears no liability for direct or indirect losses resulting from account deactivation, including missed bookings, loss of offers, or communication disruptions. The Client remains responsible for outstanding financial obligations.

17. Complaints and Suggestions

17.1 Right to Submit Complaints

Clients have the right to submit complaints regarding service quality, delays or absence of Service Providers, payment issues, technical problems, or any violations of this Policy. Complaints must be filed within a reasonable time from the incident via the official channels.

17.2 Submission Channels

Complaints and suggestions may be submitted through the in-app support center, the official email, the customer support hotline, or the contact form available on the website or application.

17.3 Handling and Response

The Platform reviews all complaints and suggestions fairly and transparently. Trained specialists examine available evidence, coordinate with relevant departments, and respond within 3–7 business days, depending on case complexity.

17.4 Suggestions and Improvement

The Platform welcomes constructive suggestions aimed at enhancing customer experience, improving service quality, and expanding features. All suggestions are evaluated by management and development teams and may inform future improvements.

18. General Provisions

18.1 Entire Agreement

This Policy, together with all complementary documents published within the Platform, constitutes the entire agreement between the Client and Noorcom and supersedes any prior verbal or written understandings relating to the use of the Platform.

18.2 Severability

If any provision of this Policy is deemed invalid, illegal, or unenforceable by a competent authority, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced with a valid one that best reflects the original intent.

18.3 Non-Waiver

Failure by the Platform to enforce any right or provision shall not be considered a waiver of such right or provision. Any waiver must be explicit and in writing to be legally binding.

18.4 Language

This Policy is drafted in Arabic and translated into English for reference. In case of discrepancies or conflicts in interpretation, the Arabic version shall prevail as the official and binding text.

18.5 Communication

All official communications, notices, or updates from the Platform will be delivered through the application, website, email, SMS, or any other official channel approved by Noorcom. The Client is responsible for regularly checking their notifications and registered email.

18.6 Contact Information

For inquiries, support, complaints, or suggestions, Clients may contact Noorcom at: