Draft — These documents are awaiting review by an Oman-qualified lawyer, and company details shown in [brackets] are still to be completed.
Complaint & Dispute Policy
Effective date: [EFFECTIVE DATE] · Version 2026-09-29
How to complain, how we respond and where else you can go.
1. How to complain
- In the app: Profile → Privacy request, type "Complaint".
- By email: [SUPPORT EMAIL] (or [PRIVACY EMAIL] for privacy matters).
Please include your registered phone number, what happened, when, and what you would like us to do.
2. What happens nextRequires legal review
We acknowledge complaints within 2 working days and aim to give you a full answer within 14 days. If we need longer we will tell you why and when to expect a reply. You can see the status of complaints made in the app in Profile.
3. If you are not satisfiedRequires legal review
Ask for your complaint to be reviewed by a manager by replying to our answer. If you are still not satisfied you can contact:
- the Consumer Protection Authority of the Sultanate of Oman, for consumer matters;
- the competent authority responsible for personal data protection, for privacy matters;
- your card issuer, for payment disputes.
4. DisputesRequires legal review
We will try to resolve any dispute amicably first. Disputes are governed by the laws of the Sultanate of Oman and are subject to the jurisdiction of its competent courts.