Malmahi is committed to providing a clear and fair process for receiving and handling complaints, suggestions and disputes relating to services provided through the Platform. This Policy applies to customers and registered Providers and supplements the Terms & Conditions, Cancellation, Refund & Rescheduling Policy, Provider Agreement and Privacy Policy.
1. Who May Submit a Complaint?
- A customer or a registered Provider may submit a complaint or objection relating to use of the Platform, a booking, payment or service provided through Malmahi.
2. Types of Complaints
- A problem with performance of a service.
- Provider no-show or delay.
- Customer no-show or inability to access the service location.
- Objection to cancellation or travel fees.
- A problem with an amount charged or refunded.
- A problem with Provider earnings or settlements.
- A mismatch between the booked and delivered service or a quality concern.
- Inappropriate conduct by a customer or Provider.
- An objection to a rating or review.
- A technical issue affecting a booking or payment.
- A privacy or data-use concern.
- Any other dispute connected with use of Malmahi.
3. Complaint Channels
- In-app Help or Support Center.
- The “Contact Us” form on the website.
- Customer support email: support@malmahi.app.
- Any other official support channel announced by Malmahi.
- Where possible, a complaint relating to a specific booking should be submitted from that booking so it can be linked automatically to the booking reference.
4. Complaint Reference Number
- When technically available, the complainant will receive a reference or ticket number to track the complaint and related communications.
5. Information We May Request
- Booking number.
- Description of the issue.
- Date and time of the incident.
- Amount disputed, if applicable.
- Relevant photos or documents.
- Messages or other information that helps explain the issue.
- Users should not submit personal or financial information that is not necessary to process the complaint.
6. Initial Response Time
- Malmahi will send an acknowledgement of receipt where supported by the support system.
- Malmahi’s operational target is to provide an initial response within one business day of receiving the complaint.
- An initial response may acknowledge review or request additional information and does not necessarily mean that a final decision will be issued within the same period.
7. Complaint Resolution Time
- Malmahi aims to resolve complaints and communicate the outcome within no more than five business days after receiving all information reasonably required for review.
- Complex matters requiring additional review, payment-provider input or another third party may take up to ten business days. Where possible, the complainant will be informed that additional time is required and given a status update.
8. Urgent Complaints
- Priority is given to matters involving personal safety, harassment, threats, suspected fraud, unauthorized account access, misuse of personal data or unauthorized payment transactions.
- These matters will be handled according to severity and as quickly as reasonably practicable.
- Contacting Malmahi does not prevent any person from contacting law-enforcement or another competent authority where the situation warrants it.
9. Service Quality Complaints
- Where a complaint concerns service quality, it should preferably be submitted as soon as possible after the service and ideally within 48 hours, together with information or images that may assist review where appropriate.
- The passing of this preferred period does not waive any statutory right; prompt reporting simply helps verify the facts more effectively.
10. Reviewing a Customer–Provider Dispute
- Where a dispute arises between a customer and a Provider, Malmahi will seek to review the matter neutrally based on information available to it.
- Review may include booking details, service type and price, request acceptance time, trip start, arrival, service start and completion, cancellation or rescheduling records, booking communications, payment data, submitted images/documents, technical logs and other lawfully obtained relevant evidence.
- A decision will not be based solely on one party’s allegation where other information can reasonably be verified.
11. Resolution Measures
- Depending on the findings and nature of the complaint, resolution may include correcting a transaction error, refunding an amount due, issuing a partial refund, correcting an incorrectly applied cancellation or travel fee, correcting Provider earnings, rescheduling, removing a policy-violating review/content, taking an administrative action against an account, or another appropriate measure consistent with applicable policies and law.
- Submitting a complaint does not automatically create an entitlement to compensation or refund; the outcome is determined after review.
12. Financial Refunds
- Where a complaint decision results in an amount being due to a customer, the refund is processed in accordance with the Cancellation, Refund & Rescheduling Policy and the payment method supported by Malmahi.
- As a general rule, the refund is returned to the original payment method where possible.
13. Provider Earnings Disputes
- Where a dispute concerns Provider earnings, Malmahi may review the service price, Platform Fee applicable to the booking, travel fee, completion status, any refund and the payment/settlement records.
- Any proven error in Provider earnings will be corrected.
- Each booking is calculated using the Platform Fee rate that applied when that booking was accepted; later fee changes are not applied retroactively.
14. Requesting a Review of the Outcome
- A customer or Provider who disagrees with an outcome may request a further review and submit new relevant information or evidence.
- The review request must relate to the same complaint and explain the basis of the objection.
- Where operationally practicable, the review will be handled by a different support representative or support level.
15. Ratings and Reviews
- A review will not be removed merely because it is negative.
- A review may be reviewed or removed if it contains abuse or threats, personal data, is unrelated to the service, is shown to be fraudulent or fabricated, or contains content that violates law or Malmahi policies.
- Customers and Providers may challenge a review through the applicable support process.
16. Suggestions
- Malmahi welcomes suggestions relating to the app, services, pricing/options, booking experience, Provider experience, customer support and other aspects of the Malmahi experience.
- Suggestions may be reviewed internally, but submission does not create an obligation to implement the suggestion or respond individually.
17. Conduct During a Dispute
- All parties must communicate respectfully while a complaint is being handled.
- The complaint process must not be used for threats, extortion, false evidence or malicious complaints.
- Misuse of the complaint process may lead to appropriate account action without affecting any statutory rights.
18. Data Protection and Confidentiality
- Complaint information and documents are processed only to the extent reasonably necessary to investigate and resolve the matter in accordance with the Privacy Policy and applicable law.
- Necessary information may be shared with the other party where needed for a response, with the payment provider or relevant technical service providers, or with competent authorities where legally required.
- Information not necessary to resolve the dispute will not be disclosed.
19. Retention of Complaint Records
- Malmahi may retain complaint records, decisions and related information for the period reasonably required for operational, legal, accounting, fraud-prevention or dispute-resolution purposes, in accordance with the Privacy Policy and applicable law.
20. Competent Authorities
- Malmahi’s internal complaint process is intended to resolve issues quickly within the Platform, but it does not prevent a customer or Provider from exercising any statutory right or approaching a competent authority in the Kingdom of Saudi Arabia.
21. Policy Changes
- Malmahi may amend this Policy to reflect legal, operational or product developments.
- The updated version will be published through the website or app and the “Last Updated” date will be revised.
- A change to this Policy does not remove rights that arose before the change under the law or the policies applicable at the time of the event.
22. Contact
- In-app Support Center.
- “Contact Us” form on the website.
- Email: support@malmahi.app.
- Contact number: +966 55 866 9774.