Complaints & Feedback Policy
We accept complaints and suggestions in Arabic or English at no charge, issue a reference number, and investigate fairly and transparently within published timelines.
Submit a Complaint or Suggestion
You receive a reference number immediately, and we acknowledge complaints within one business day.
1. Submission Channels
Submit through the form on this page, the customer portal, Contact Us page, info@jodfy.com, or WhatsApp at 0555873878. To protect your data, never include passwords, verification codes, or full card details.
The form is the fastest channel because it immediately provides a reference number. Public feedback may use the social channels in the footer; complaints containing private information are moved to a secure channel.
2. Information to Provide
To speed up handling, please provide where possible:
- Your name and a valid contact method
- Order, invoice, or subscription number, if any
- A clear description, date, and related service
- The outcome or remedy you expect
- Any non-sensitive evidence, with passwords and card data removed
3. Response and Resolution Times
We acknowledge a complaint and issue its reference number within one business day. An initial response follows within two business days, identifying the responsible team and next steps.
We aim to close complaints within 10 business days. If a matter is complex or needs a third-party response, we notify the customer before the deadline with the reason and expected date, and provide an update at least every five business days.
4. Handling Process
The relevant team reviews the complaint impartially and examines the related order, contract, invoice, and communications. We may request necessary additional information; the handling period pauses while awaiting information without which the review cannot continue.
The final decision is sent in writing through the registered contact channel and states the outcome, action taken, any rejection reasons, and escalation route.
5. Internal Escalation
If the customer is not satisfied, they may request escalation within 10 business days of the decision. A person not involved in the first decision conducts the review, and we respond within five business days after all information is complete.
6. Privacy Complaints
Personal-data complaints are referred directly to the privacy function and handled under the Saudi PDPL and our Privacy Policy. If a data subject is not satisfied or receives no response within the statutory period, they may complain to the competent Saudi data-protection authority.
7. Competent Authorities
This policy does not limit any consumer right to approach the competent authorities. Commercial reports may be submitted to the Ministry of Commerce through 1900 or the Commercial Report app, and data-protection complaints to SDAIA through its official channels.
8. Fairness and Confidentiality
We charge no fee and do not treat a customer adversely for exercising their right to complain. Complaint data is used only for investigation, resolution, improvement, and legal obligations, with access limited to those who need it.
9. Suggestions and Improvement
We welcome suggestions about services and user experience and review them periodically. Submission does not require us to implement a suggestion and creates no payment or ownership right unless agreed otherwise in writing.