Complaints and Disputes Policy
Response time: 3 hours
We answer any complaint within 3 hours during customer service hours (daily, 08:00–22:00). A complaint arriving outside those hours is counted from the start of the next working period.
How to raise a complaint
- WhatsApp or phone: 0532716303
- Email: [email protected]
- In the app: the “Support” screen inside your account
Give the order number and a description of the problem, with a photograph if the complaint concerns a product. You receive a complaint reference to follow it with.
Stages
- Stage: First reply and acknowledgement — Time: within 3 hours
- Stage: Handling and resolution — Time: within one business day
- Stage: Complaints needing investigation (weight differences, repeated damage, a disputed amount) — Time: within 3 business days, with progress reported to you
Escalation
If no reply arrives within the stated time, or the resolution does not satisfy you, ask for the complaint to be escalated to platform management through the same channels, quoting the complaint reference. Escalated complaints are reviewed by management and answered within one business day.
Disputes over a paid amount
- Where the dispute concerns an amount paid online, contact us first: a direct refund is faster than a bank chargeback.
- We will provide the records of the order, the delivery and the amounts on request.
- If you open a chargeback with your card issuer, we co-operate with the bank and the payment gateway and submit documents within the periods they set.
Official bodies
If a dispute is not resolved with us, you may approach the competent authorities in the Kingdom, including the Saudi Business Center and the Ministry of Commerce through the “Commercial Report” app. This does not affect your right to go to court.
Business details and contact
- Legal name: Mawasim Al-Hana Trading Est., trading as “Jomla Al-Jomla”
- Licence 25/01/461021/590 — public markets activity, licensed by the Ministry of Environment, Water and Agriculture
- Mobile and WhatsApp: 0532716303
- Email: [email protected]
- Customer service hours: daily, 8:00 to 22:00
