Service Delivery Policy

1. Scope

This policy applies to subscription-based digital employees, human digital services, custom automation projects, website agents, managed plans, and related add-ons.

The essential characteristics, price, timeline, and deliverables of each service are displayed before checkout. A specific quotation governs the agreed service scope where it differs from this policy, without limiting mandatory consumer rights.

2. When Work Starts

Work starts after payment confirmation or quotation acceptance, depending on the service, and after we receive the required information, permissions, and materials. We send an electronic confirmation stating the order number, service, total price including tax, expected timeline, and tracking channel.

Time spent waiting for customer information or approvals is excluded from the delivery timeline, and we notify the customer if the expected date changes.

3. Expected Timelines

Ready digital employees: normally 3–7 business days after setup information is complete. Human digital services: as stated on the package or order summary. Custom automation and website agents: according to the approved quotation milestones. Ready add-ons: as displayed before payment.

The timeline shown before checkout is the reference for that order. A material scope change starts only after the customer approves its price and timing impact.

4. Delivery and Activation Method

Delivery is digital through the customer portal, email, or activation on the agreed channel or system. Depending on the service, delivery may include access links, operating details, final files, a user guide, and a milestone completion notice.

Delivery is complete once the agreed output is made available and the customer is notified through their registered contact method, without prejudice to inspection and defect-remedy rights.

5. Customer Rights

Customers have the right to:

• Know the service description, total price, tax, timeline, and delivery method before payment
• Receive an electronic invoice and an order confirmation that can be retained
• Track delivery and receive notice of expected delays or material changes
• Inspect deliverables and request correction of non-conformity with the agreed scope
• Cancel or request a refund under Saudi e-commerce rules and our Refund Policy
• Submit a complaint or suggestion at no charge and receive a reference number

6. Customer Duties

Customers must:

• Provide accurate and complete information, materials, and permissions on time
• Have a lawful basis to share all data and content supplied to us
• Review milestones or drafts and respond within the stated period
• Use the service lawfully and not for prohibited or unlicensed activity
• Protect login credentials and promptly report suspected unauthorized use

7. Delay or Inability to Perform

If delay is expected, we notify the customer of the reason, updated date, and available options. If delivery is more than 15 days late from the contract date or agreed date, and the delay is not caused by force majeure or the customer, a consumer may cancel and recover amounts paid for the undelivered part under applicable law.

If we become permanently unable to deliver a service, we cancel the affected part and return its price and related VAT to the original payment method under the Refund Policy.

8. Inspection, Acceptance, and Revisions

The customer has the inspection period stated in the package or quotation to submit consolidated feedback. We correct errors or omissions that make the output non-conforming at no charge; scope expansions require a separately approved price and timeline.

Express acceptance or use does not prevent a claim for a latent defect discovered within the agreed warranty period.

9. Support and Warranty

Support, warranty, and service levels vary by product and are displayed before purchase or in the quotation. Warranty covers defects attributable to our implementation, not failures caused by customer changes, permissions, or third-party services outside our control.

10. Contact

For delivery questions, use the customer portal, Contact Us page, or info@jodfy.com and include the order number. For complaints, see the Complaints & Feedback Policy in the footer.