Complaints & Feedback Policy

Last updated: 11 August 2026

1. How to complain

• Email: info@jodfay.com.sa
• Phone and WhatsApp: +966 55 587 3878
• The online contact form or an official Jodfay social account listed in the footer.

Complaints are accepted in Arabic or English and are free to submit.

2. Information to include

For prompt handling, include your name and contact method, proposal or invoice number if available, a brief description and date, supporting records, and the outcome requested. Never send passwords or card details.

3. Response and resolution times

1. We acknowledge receipt and provide a reference number within two business days.
2. We review the records and may request missing information through your registered contact channel.
3. We target a decision or resolution within 10 business days after the information is complete.
4. For complex matters, we explain the delay and expected date and provide reasonable updates.

4. Escalation

If you are not satisfied, ask for management escalation through the same channel. You retain the right to report the matter to the Saudi Ministry of Commerce through its official channels, including 1900 and the Commercial Violation app, or to approach another competent authority.

Personal-data complaints may be escalated through SDAIA's National Data Governance Platform.

5. Privacy and retention

Complaint data is used only to verify and resolve the matter, communicate with you and meet legal obligations. Access is limited to authorised staff. Records are kept for the legally required period or to defend rights, then securely destroyed. See our Privacy Policy.