1. Preamble & Definitions
This document ("Terms of Use" or "Agreement") constitutes a binding contract between Amjad IT Co. ("the Company", "we", or "Raqeb AI") and the subscriber using the Service ("Subscriber", "Establishment", or "you"). These Terms govern every use of the Raqeb AI application, the associated dashboard, and any sub-service it provides.
Key defined terms:
- "Service": the Raqeb AI platform and its applications, interfaces, data-extraction services, reports, and analytics.
- "Platforms": the delivery apps the Establishment connects (Jahez, HungerStation, Keeta, The Chefz, Ninja, and any future platform).
- "Subscriber Data": all data and content uploaded by the Subscriber or extracted on its behalf from the Platforms.
- "Sub-processor": any third party the Company engages to deliver the Service (hosting, AI, storage).
- "Business Day": any day other than Friday, Saturday, or official holidays in the Kingdom of Saudi Arabia.
2. Acceptance & Capacity
By using the Service or creating an account, you confirm that you have read, understood, and fully accepted these Terms. If you are using the Service on behalf of an establishment, you represent and warrant that you are legally authorized to bind it, and that you have full contracting capacity under the laws of the Kingdom of Saudi Arabia.
If you do not agree to any of these Terms, you must refrain from using the Service immediately.
3. Service Description & License Grant
The Company provides a Software-as-a-Service (SaaS) platform that enables the Establishment to document delivery orders with photos, inspect them with AI, extract complaint and payout reports from the Platforms, and prepare dispute packages to recover wrongfully deducted amounts.
Subject to these Terms, the Company grants the Subscriber a limited, non-exclusive, non-transferable, non-sublicensable, and revocable license to use the Service for the duration of the subscription. The license is conditioned on payment of subscription fees and compliance with the Acceptable Use Policy.
4. Account & Credentials Security
- You are fully responsible for the confidentiality of your credentials (username, password, 2FA codes) and for all activities conducted through your account.
- The data you provide (establishment name, branch, order numbers, Platform credentials) must be accurate, current, and lawfully provided.
- You must notify the Company immediately upon learning of any unauthorized access or security breach.
- The Company reserves the right to suspend an account immediately if it suspects compromise, to protect Subscriber data.
5. Acceptable Use Policy
The Subscriber must not use the Service for any of the following:
- Any unlawful purpose or activity violating the laws of the Kingdom of Saudi Arabia.
- Attempting unauthorized access to the Company's systems or to other subscribers' data.
- Reverse-engineering, decrypting, or attempting to extract the source code of the Service.
- Uploading photos or data unrelated to real delivery orders, or abusive or infringing content.
- Reselling the Service or granting access to any third party without the Company's prior written consent.
- Using the Service to harm a third party, send commercial spam, or distribute malware.
- Exceeding announced usage limits (document count, user count, branch count).
The Company reserves the right to suspend or terminate any account violating this policy immediately and without prior notice if the violation is material.
6. Subscription & Auto-Renewal
The Service is provided on an annual subscription model. The subscription begins on activation and continues for the agreed term, auto-renewing for similar terms unless the Subscriber cancels renewal at least seven (7) days before the renewal date.
Paid fees are non-refundable after the subscription period begins, except where Saudi law requires otherwise.
7. Fees, VAT & Payment
- All prices are in Saudi Riyal unless otherwise stated. Value-Added Tax (15%) is added to invoices unless inclusion is stated.
- The Company will issue tax invoices compliant with the requirements of the Zakat, Tax and Customs Authority (ZATCA).
- If payment is more than fifteen (15) days overdue, the Company may suspend the Service without further notice.
- The Subscriber must pay all amounts due and may not withhold payment on account of any unresolved dispute.
8. Price Changes
The Company reserves the right to modify Service prices with at least thirty (30) days' prior notice before the new pricing takes effect. New prices do not apply to the remaining current subscription period; they apply to the next renewal.
9. Service Level Agreement (SLA)
The Company will use commercially reasonable efforts to maintain Service uptime of no less than 99.5% per month, measured at the Company's own API surface.
Downtime excluded from the measurement: (a) announced maintenance windows, (b) third-party Platform outages, (c) Subscriber-side connectivity issues, (d) Force Majeure events.
If monthly uptime falls below the committed threshold, the affected Subscriber may request a Service Credit of up to 5% of the monthly subscription. This credit is the Subscriber's sole and exclusive remedy for SLA breach.
10. Beta Features
The Company may from time to time offer features explicitly labeled "Beta". These features are provided "as is", without any warranty, are not covered by the SLA, and may be withdrawn or modified at any time without notice.
11. Third-Party Integrations
The Service depends on integrations with delivery Platforms (Jahez, HungerStation, Keeta, The Chefz, Ninja, and others), which are independent third-party systems neither owned nor controlled by the Company.
The Subscriber acknowledges that any change, outage, or restriction in those systems may temporarily or permanently affect Service availability or data accuracy, that the Company does not guarantee continued technical compatibility with the Platforms, does not represent them, and is not in any formal partnership with them.
Compliance with each Platform's terms of use is the Subscriber's sole responsibility as the account holder.
12. AI Output Disclaimer
The Service uses AI systems and large language models (LLMs) to extract data from images and documents and to generate analytics and insights. These outputs are generated by probabilistic processes and may be inaccurate, incomplete, misleading, or outdated (a phenomenon known as "hallucination").
The Company makes no warranty — express or implied — as to the accuracy, completeness, or fitness for a particular purpose of these outputs. They do not constitute legal, accounting, tax, financial, or specialized operational advice.
The Subscriber alone is responsible for reviewing and verifying AI outputs before relying on them for any decision. The Company is not liable for any decision or action based on those outputs.
13. Subscriber Data Ownership
The Subscriber retains all ownership rights in the data and content it uploads to the Service. The Subscriber grants the Company a non-exclusive, worldwide, royalty-free, sublicensable (only to disclosed sub-processors) license to process the data to the extent necessary to provide, maintain, develop, and secure the Service.
The Company may collect aggregated and de-identified data derived from Service use (such that no reasonable means can re-link it to the Subscriber or any related person) and use it to improve the Service and for analytical/statistical purposes. This right survives termination of the Agreement.
The Company will not use Subscriber Data to train general-purpose AI models without prior written consent.
14. Personal Data Protection (PDPL)
The Company complies with the Personal Data Protection Law issued by Royal Decree (M/19) of 9 /2 /1444H and its Implementing Regulations issued by the Saudi Data and Artificial Intelligence Authority (SDAIA).
For end-customer data extracted from Platform accounts: the Subscriber is the "Controller" and the Company is the "Processor", acting on the Subscriber's documented instructions. Processing details are set out in the Privacy Policy published at /privacy, which is incorporated into this Agreement.
The Company will notify SDAIA within seventy-two (72) hours of becoming aware of any personal-data breach, and will notify the Subscriber as Controller without undue delay.
15. Sub-processors
The Company uses sub-processors to operate the Service (hosting, storage, AI, communications). A current sub-processor list is published in the Privacy Policy.
The Company will notify the Subscriber thirty (30) days before engaging any new sub-processor that touches personal data, and the Subscriber may object in writing on reasonable grounds.
16. Confidentiality
Each party will maintain strict confidentiality over the other party's confidential information and will not disclose it to any third party except as necessary to perform this Agreement, or pursuant to a final court order or a formal request from a competent Saudi government authority.
The confidentiality obligation continues for three (3) years after the Agreement expires or is terminated, without prejudice to perpetual confidentiality obligations imposed by law.
17. Intellectual Property
All intellectual-property rights in the Service (code, design, logo, copy, trademarks, patents, trade secrets) remain the exclusive property of the Company. No IP rights are granted to the Subscriber beyond the limited use license in Section 3.
The Company will defend the Subscriber against any third-party claim alleging that the Service — used in accordance with this Agreement — infringes that third party's IP rights, within the limits set out in the Indemnification section.
18. Warranties & Disclaimers
The Company's sole warranty is that it will exercise the reasonable care of specialists providing similar services. Otherwise, the Service is provided 'as is' and 'as available'.
The Company makes no warranty — express or implied — as to: (a) recovery of any amount on any specific complaint, (b) fitness of the Service for a particular purpose, (c) absolute error-freeness, (d) continued technical compatibility with the Platforms.
To the maximum extent permitted by applicable law, the Company disclaims all implied warranties.
19. Limitation of Liability
Without prejudice to mandatory statutory liabilities, and pursuant to the Civil Transactions Law (Royal Decree M/191 of 19 /5 /1444H):
- Each party's cumulative liability — across all claims and regardless of cause — shall not exceed the total amounts actually paid by the Subscriber for the subscription during the twelve (12) months preceding the claim event.
- Neither party shall be liable for indirect, consequential, special, incidental, or punitive damages, including loss of profits, loss of business reputation, loss of data, or business interruption, even if advised of the possibility.
- The above limits do not apply to: (a) fraud, (b) gross negligence, (c) willful misconduct, (d) breach of confidentiality obligations, (e) indemnification obligations, (f) liabilities under PDPL to the extent not legally excludable.
20. Mutual Indemnification
Company indemnifies Subscriber: the Company will defend and indemnify the Subscriber against any third-party claim alleging that the Service — used in accordance with this Agreement — infringes that party's IP rights, up to the final damages awarded or settlement amounts approved by the Company in writing.
Subscriber indemnifies Company: the Subscriber will defend the Company, its officers, and employees against any third-party claim arising from:
- Subscriber Data, content, or Subscriber's use of the Service in breach of this Agreement.
- Any breach of the Acceptable Use Policy or of the laws of the Kingdom of Saudi Arabia.
- Any PDPL violation relating to the Subscriber's end-customer data.
- Any dispute between the Subscriber and the delivery Platforms, ZATCA, or any other regulator.
Indemnification is conditioned on prompt written notice, granting the indemnifying party control of the defense, and reasonable cooperation.
21. Force Majeure
Neither party is liable for any breach or delay caused by an event beyond its reasonable control, including (without limitation): changes to Platform UIs or terms or their blocking of access, network outages, regulatory orders, pandemics, wars, and natural disasters — pursuant to Article 128 of the Civil Transactions Law.
22. Suspension & Termination
The Company may suspend or terminate the Service immediately if: (a) payment is more than fifteen (15) days overdue, (b) a material AUP breach occurs, (c) a competent regulator formally requests it, (d) account compromise is reasonably suspected.
The Subscriber may terminate this Agreement at any time by written notice via the official email. Termination before the end of a prepaid subscription period does not entitle the Subscriber to a refund.
23. Effect of Termination & Data Export
Upon termination for any reason: (a) the Subscriber has thirty (30) days to export data in a standard format, (b) Subscriber data is deleted from Company servers within sixty (60) days of the end of the export window, (c) excluded from deletion is data the Company must retain under Saudi tax and accounting laws.
The following sections survive termination: confidentiality, intellectual property, limitation of liability, indemnification, governing law and dispute resolution.
24. Notices
Formal notices to the Company are sent to support@amjad.sa, and for privacy matters to privacy@amjad.sa. The Company's notices to the Subscriber are sent to the email registered on the account or via the dashboard.
Electronic notices are deemed received twenty-four (24) hours after dispatch.
25. Governing Law & Dispute Resolution
This Agreement is governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Upon any dispute arising out of or relating to this Agreement, the parties will use good-faith efforts to resolve it amicably within thirty (30) days of one party's written notice.
If amicable resolution fails, the dispute will be finally settled by arbitration under the Rules of the Saudi Center for Commercial Arbitration (SCCA) in force at the time of filing. The arbitration seat is Riyadh, and the arbitration language is Arabic. The tribunal consists of one arbitrator if the claim value is below SAR 1,000,000, and three arbitrators otherwise.
Nothing in this section prevents either party from seeking urgent injunctive or interim relief from a competent court.
26. General Provisions
- Amendment: the Company may amend these Terms for a legitimate reason (regulatory change, new platform, feature expansion). Material amendments will be notified thirty (30) days in advance, and continued use after the change constitutes acceptance.
- Severability: if any provision is held invalid, the remaining provisions remain in effect, and the invalid provision is replaced by the closest valid provision reflecting the parties' intent.
- No waiver: a party's delay in exercising a right does not waive that right.
- Assignment: the Subscriber may not assign this Agreement to any third party without the Company's written consent. The Company may assign in connection with a merger, acquisition, or restructuring.
- Entire Agreement: these Terms, together with the Privacy Policy and the Digital Authorization, constitute the entire agreement between the parties and supersede all prior agreements or understandings.
27. Governing Language
These Terms were drafted in Arabic, and any translation into another language is for reference only. The Arabic version is the legally binding version in case of conflict.
28. Contact
For inquiries about these Terms or to report a violation: support@amjad.sa.
For data protection requests and PDPL rights: privacy@amjad.sa.
Version: v3.0 — Effective date: 2026-06-06.