Terms of Use and General Conditions

1 — Definitions

Jay / J

Dhad Cloud Company, which provides its services through the Jay electronic platform. Also referred to as "we," "us," or "the platform."

Platform

The website and the Jay application on smart devices, and all related digital services.

User / Customer

Any person who creates an account on the platform or uses any of its services. Referred to as "you" or "the user."

Store

Any restaurant, café, retail store, salon, maintenance center, clinic, or service provider affiliated with the Jay platform.

Order

Any purchase, booking, or service request made through the platform.

Self-Pickup

The user goes in person to the store to collect their order, with geolocation tracking to make the pickup process easier.

Booking

An advance reservation of a table at a restaurant, an appointment at a salon or service center, or a home-visit request — details are set out in the terms specific to the bookings section.

Delivery

Delivery of orders to users' addresses — a service currently under development that will launch soon.

Jay Wallet

A digital balance stored in the user's account inside the app, used only to pay for platform services.

Buy Now, Pay Later

A deferred-payment service offered exclusively through the licensed providers Tabby and Tamara, depending on each store's choice to activate it.

Force Majeure

Events or circumstances beyond the control of either party that prevent the performance of obligations.

Violation

Any act or omission that breaches these Terms or the applicable laws and regulations of the Kingdom of Saudi Arabia.

2 — Who Are We?

Jay is an electronic platform owned by Dhad Cloud Company, registered and licensed in accordance with the regulations of the Kingdom of Saudi Arabia. Jay acts as an electronic intermediary connecting users with stores and service providers, without being a direct party to the contract concluded between the user and the store regarding order preparation, product quality, or service performance.

Jay does not prepare, manufacture, or sell any product, and does not interfere with the content, pricing, or ingredients of store menus. Responsibility for the quality of products and services, and compliance with applicable health and regulatory requirements, rests exclusively with the relevant store or service provider.

3 — Jay Platform Services

Each booking and home-visit service has its own detailed terms, which are shown to the user the first time that service is used and form an integral part of these general Terms.

Jay reserves the right to add new services, modify existing services, or discontinue them at any time, with notice to users of any material changes.

4 — Order and Self-Pickup Mechanism

4.1 How does ordering work?

• The user browses the available stores and selects the required products or services.
• The user adds the items to the shopping cart and reviews the order details and invoice.
• Once the order is confirmed, the store must accept it within one minute of receiving it through its available portal. If it is not accepted within this period, the order is automatically cancelled and the full amount paid is refunded to the user.
• Once the store accepts the order, the contract is formed between the user and the store, and the user receives a notification confirming acceptance and the expected readiness time.

4.2 Geolocation Tracking for Easier Pickup

The Jay platform provides a geolocation tracking system that allows the store to see the user's location while heading to pick up their order. The purpose of this feature is to:

• Notify the store of the customer's approach so the order can be prepared at the right time.
• Reduce waiting times and improve the pickup experience.
• Enable the order to be handed to the customer without having to leave their vehicle, if they wish.

The user agrees to enable location services when using the self-pickup service. Stores cannot be browsed nor can any order be completed without enabling this permission. Tracking stops automatically once pickup is complete.

4.3 Special Requests and Notes

• The user may add notes or special requests to products before adding them to the cart.
• The store may charge additional fees for special requests, which are borne entirely by the user.
• All menu details and contents are the store's responsibility; Jay does not guarantee their accuracy or conformity with reality.

5 — Table Booking at Restaurants

• The platform allows the user to reserve a table in advance at participating restaurants.
• The booking is confirmed once the restaurant accepts it, and the user receives a notification accordingly.
• The user must arrive at the scheduled time. In case of delay or no-show, the restaurant may cancel the booking according to its internal policy.
• Jay acts only as an intermediary in the booking process; the restaurant is responsible for assigning the table and managing the full dining experience.

6 — Appointment Booking at Stores and Service Centers

6.1 Types of service providers

This service includes, but is not limited to: salons and beauty centers, maintenance centers, clinics, sports and fitness centers, and any store requiring a prior appointment.

6.2 Two service models

6.3 Provider obligations

The provider is responsible for: arriving at the scheduled time, service quality, providing qualified staff, and complying with applicable safety and licensing regulations. Jay bears no responsibility for any breach by the provider unless clear negligence on the platform's part is proven.

7 — Home Delivery Service

8 — User Eligibility Conditions and Commitments

8.1 Eligibility conditions

• The user must be at least 18 Hijri years old. Registration of persons under this age is not permitted under any circumstances, and Jay is entitled to immediately cancel the account upon discovery.
• Registration is done using a personal phone number only, linked to the national ID in accordance with the regulations of the Communications, Space and Technology Commission (CST). Registration with fake or shared numbers is not accepted.
• The user's account must not have been previously suspended or blocked by Jay.
• Use of the platform must be for personal, non-commercial purposes, unless otherwise agreed in writing.

8.2 User commitments

• Undertakes that all data and information entered is accurate and up to date.
• Undertakes to keep their account details confidential and not share them with any third party.
• Undertakes to notify Jay immediately upon becoming aware of any unauthorized access to their account.
• Undertakes to remain continuously connected to the internet while using the services until they are completed.
• Undertakes not to use the platform for unlawful purposes or in violation of public morals.
• Undertakes not to compromise the platform's security or attempt to hack or reverse-engineer it.
• Undertakes not to create fake or unreasonable orders for the purpose of manipulation or fraud to claim compensation or a refund.

9 — Acceptable Content Standards

The user must not publish, send, or upload through the platform any content that includes:

• Defamatory, obscene, racist, or inciting words, images, or media, or anything contrary to public morals.
• Any violation of the intellectual property rights of any party.
• Threats, harassment, or violation of others' privacy.
• False claims or misleading information that harms the reputation of stores or Jay.
• Content that promotes illegal activity or violates any applicable law or regulation.
• Malicious software, deceptive links, or fraud attempts.

Jay reserves the right to delete any violating content and suspend the responsible account without prior notice.

10 — Cancellation and Refund Policy

10.1 Order cancellation

10.2 Financial refunds

• The processing of due refund requests varies; it may occur immediately or within 3 business days through the payment gateway, depending on the type and nature of the claim and the outcome of resolving the claim or dispute.
• Service fees are non-refundable in cases of unjustified cancellation, except for orders that the store did not accept.

10.3 No returns / no exchanges

Jay does not provide a service for returning or exchanging received products, as this responsibility rests exclusively with the store. The user must contact the relevant store directly and follow its own policy.

11 — Prices and Payment

11.1 Prices

• The prices displayed on the platform are valid at the time the order is placed and may change without prior notice.
• Jay is not responsible for pricing errors in store menus, as responsibility for their accuracy rests with the store.
• Service fees may be added and will be clearly displayed before the order is confirmed.

11.2 Accepted payment methods

• Prepaid electronic payment: Mada · Apple Pay · STC Pay · approved credit cards — paid upon order confirmation.
• Jay Wallet: a balance stored inside the app that can be topped up and used for platform services.
• Buy Now, Pay Later: exclusively via Tabby and Tamara, according to each store's choice to activate this option.

11.3 Buy Now, Pay Later (Tabby / Tamara)

• This service is provided exclusively via Tabby and Tamara, two companies officially licensed in the Kingdom, which pay the amount on the user's behalf at the time of the order — maintaining Jay's adopted prepayment principle.
• This service is available at each store's discretion — it is not generally available across all stores; each store decides to activate it according to its own agreement with the service provider.
• Jay is only a technical intermediary in offering this option. Financing terms, installment scheduling, and installment-related responsibilities are governed exclusively by the independent terms and conditions of Tabby and Tamara, and the user acknowledges reviewing and accepting them when using this option.
• Jay bears no responsibility for disputes arising between the user and the financing company, and Jay has the right to suspend this option temporarily or permanently based on partnership policies.

11.4 Jay Wallet

• The wallet can be topped up via approved payment gateways and is used within the Jay platform only.
• The balance stored in the wallet cannot be converted to cash by any means — neither cash withdrawal nor transfer to a bank account — in line with Saudi regulations governing the use of points balances and digital wallets, except in cases expressly permitted by Jay.
• Jay reserves the right to freeze or temporarily suspend the wallet if it is suspected of being used for fraudulent or unfair purposes, or in case of violation of these Terms, until the necessary review is completed.
• In case of any dispute related to the wallet balance, the request must be submitted through support channels within 7 days of the disputed transaction date.

12 — Limits of Jay's Liability

12.1 What Jay commits to

• Providing a secure and reliable technical platform with high standards.
• Notifying the user of any material changes to the Terms or services.
• Processing submitted complaints and responding as soon as possible and within 5 business days of registration.
• Protecting personal data in accordance with the approved Privacy Policy and the Saudi Personal Data Protection Law.
• Notifying the user if their order cannot be accepted.
• Informing the user of any security breach affecting their data within 72 hours of Jay becoming aware of it, in accordance with the requirements of the Saudi National Cybersecurity Authority.

12.2 What Jay is not responsible for

• The quality of products, food, or services provided by stores or service providers.
• The accuracy of menu information (ingredients, allergens, calories) provided by stores.
• Delays resulting from store congestion or factors beyond Jay's control.
• Stores' non-compliance with applicable health and regulatory requirements.
• Damages resulting from the user entering incorrect information.
• Any third-party links or services connected to the platform that are not under Jay's control.
• Actions of third parties such as payment technology providers or financing partners (Tabby/Tamara).

13 — User Compensation Rights

13.1 Accepted compensation cases

The user is entitled to claim compensation exclusively in the following cases:

• The store not accepting the order within one minute of receiving it (automatically cancelled and refunded).
• Receiving a product different from what was ordered, or a missing or damaged product due to the store's error.
• The store rejecting the order after payment, with the amount not refunded to the same payment method used within 24 hours.

13.2 Compensation mechanism

• In the case mentioned in Clause 13.1, second point, the user may submit a compensation request or complaint within 15 minutes of service completion or order receipt, attaching a clear description of the problem with digital proof (photo or video).
• Complaints are processed and resolved within 3 business days of registration.
• Compensation is deposited via a reverse bank transaction to the same payment method used in the order subject to compensation.

14 — Jay's Powers

The user acknowledges that Jay has the following powers:

• Suspending, deleting, or temporarily or permanently blocking any account in case of a violation of these Terms, while reserving the right to pursue legal action.
• Deleting or hiding any content that violates the acceptable content standards.
• Suspending the service in whole or in part for maintenance or development purposes, with prior notice whenever possible.
• Amending the Terms and Conditions while notifying users of material changes.
• Retaining user data in accordance with the Privacy Policy and applicable regulations.
• Using aggregated non-personal data for service development and statistical research.
• Sharing data with government authorities when legally required.

15 — Ratings and Reviews

• The user may rate the store, service provider, and Jay's customer service after each completed service.
• Ratings must be honest, fair, and given by an actual user of the service. The acceptable content standards (Section 9) apply to all reviews.
• Reviews may not be made for competitive, misleading, or abusive purposes.
• Content ownership: Any review or written comment by the user becomes the property of Dhad Cloud Company, with the store granted access to it for service-improvement purposes.
• Content responsibility: Any destructive or abusive review, comment, or behavior by the user is their full personal responsibility. Jay bears no legal, civil, or criminal liability for content that violates regulations or harms stores or individuals, and Jay reserves the right to share the creator's data with regulatory and judicial authorities when required.
• Jay reserves the right to delete violating reviews and suspend abusive accounts without prior notice.

16 — Offers, Rewards, and Loyalty Programs

Jay launches promotional offers and rewards programs from time to time — including Jay points, cashback, and promotional partnerships (such as airline mileage programs) — for users of the services currently available on the platform.

• Each program or offer is subject to its own detailed terms published upon launch, which form an integral part of these general Terms.
• Cashback and loyalty points are added to the user's Jay wallet or points balance and cannot be converted to cash or withdrawn to a bank account under any circumstances, in line with the relevant Saudi regulations.
• Coupons and promotional codes may be used through the platform only and may not be traded, sold, or distributed through unofficial means.
• Jay reserves the right to monitor usage and take necessary action against any attempted fraud or unfair use of these programs, including freezing or cancelling the balance or suspending the account.
• Jay reserves the right to modify or cancel offer terms at any time. If an order is cancelled or not completed, there is no entitlement to any reward related to it.

17 — Intellectual Property

All intellectual property rights related to the platform — the trade name "Jay," logo, design, software, original content, and databases — are owned by or licensed to Dhad Cloud Company, and are protected under the Intellectual Property Law of the Kingdom of Saudi Arabia.

• Copying any content from the platform or republishing it for commercial purposes without prior written permission is prohibited.
• Reverse engineering the app or attempting to extract its source code is prohibited.
• Any content shared by the user through the platform (reviews, photos, comments) becomes the property of Dhad Cloud Company under Section 15 above.

18 — Privacy and Data Protection

Jay is committed to protecting users' personal data in accordance with the Saudi Personal Data Protection Law (PDPL) issued under Royal Decree No. M/19. Users are referred to the full Privacy Policy published on the platform, which forms an integral part of these Terms and Conditions. By agreeing to these Terms, you acknowledge that you have reviewed and accepted the Privacy Policy.

19 — Complaints and Suggestions

• Complaints are submitted via the "Contact Us" feature in the app, stating the order number and accurate details.
• Complaints are processed within two business days. Calls may be recorded for service-quality purposes.
• The user must communicate with the support team in a respectful manner. Acceptable content standards apply.
• The user has the right to escalate the complaint to the relevant regulatory authorities in the Kingdom if it cannot be resolved through Jay's channels.

20 — User Rights

• Being notified of material amendments to the Terms and Conditions or the services.
• Receiving an electronic invoice for every order.
• Requesting the deletion of their account and the cessation of data processing as provided in the Privacy Policy.
• Receiving a response to their complaints within a reasonable period.
• Exercising their rights guaranteed under the Personal Data Protection Law (access, correction, deletion, objection).
• Cancelling their account at any time after settling all pending financial obligations.

21 — Force Majeure

Jay shall not be considered in breach of its obligations if the performance of the service is prevented by circumstances beyond its will or control, such as natural disasters, government decisions, security disturbances, or telecommunications and power network failures. Jay will inform users of a force majeure event as soon as it becomes aware of it and will work to resume the service as soon as possible.

22 — Amendment of the Terms and Conditions

• Jay reserves the right to amend these Terms and Conditions at any time.
• Material amendments are communicated via an in-app notification and the registered email address.
• The user's continued use of the platform after amendments take effect constitutes implicit acceptance of them.
• The date of the last update is shown at the top of the document. Periodic review is recommended.

23 — Governing Law and Jurisdiction

These Terms and Conditions are governed by and interpreted in accordance with the laws and regulations of the Kingdom of Saudi Arabia, including the E-Commerce Law, the Personal Data Protection Law, the Electronic Transactions Law, and the Anti-Cyber Crime Law.

In the event of any dispute between the user and Jay, an amicable resolution will first be sought through support channels. If this is not possible, the competent Saudi courts shall have exclusive jurisdiction over the dispute.

24 — General Provisions

• If any provision of these Terms is deemed invalid or unenforceable, this shall not affect the validity of the remaining provisions.
• Jay's failure to exercise any of its rights shall not be considered a waiver of that right.
• These Terms and Conditions, together with the Privacy Policy and any special terms for a specific service (bookings, merchant registration, campaigns), constitute the entire agreement between the parties.
• Section headings are for organizational purposes only and do not affect the interpretation of the text.
• All official correspondence must be conducted through the electronic communication of the Jay platform, as announced on the company’s official website and application.