1. Payment Methods

Zahib offers several secure payment methods for our customers' convenience:

• Cash on delivery.
• Electronic payment via credit/debit cards, Mada, and Apple Pay through the secure HyperPay gateway.
• Saving a card for future payments, where only a secure token is stored — never the actual card data.
• In-app wallet balance, used to apply refunds and promotional credits to your orders.

2. Payment Procedures

When placing a laundry order through the app, a Zahib representative will automatically travel to the customer's location. After verifying and approving order details, the payment page will load automatically and the customer will choose their preferred payment method. If electronic payment is selected, the amount will be deducted from the customer's account upon order confirmation.

3. Prices and Fees

Prices displayed on the app include 15% VAT in accordance with ZATCA regulations (Company VAT Number: 3118249488), and represent service fees (washing, ironing, etc.) and delivery. Any additional fees will be communicated to the customer before order confirmation.

4. Order Cancellation Before Execution

Customers may cancel their order before the washing or pickup process begins. To cancel, the customer must do so via the app as soon as possible. If cancelled before service execution, a full refund will be issued if payment was made in advance.

5. Refund After Service Execution

In case of a service quality issue (such as damage or loss of clothing), the customer has the right to request a refund or service replacement, provided they notify the support team within 24 hours of receiving the service.

If a Zahib error is confirmed, the case is resolved by one of the following:

• Free clothing replacement or re-washing.
• A refund if the issue cannot be resolved.

How refunds are issued:

• Refund to wallet: The amount is added to your in-app wallet almost immediately and can be used on subsequent orders.
• Refund to original payment method: For card payments, the amount is returned to the same card within 7 to 14 business days, depending on the issuing bank.
• Cash-paid orders are typically refunded as wallet credit.

An order is only eligible for a refund if the service has not yet been performed, or a confirmed Zahib error exists. No refund is issued once the customer has received the item undamaged.

6. Non-Compensable Cases

Customers may review their item within 24 hours of receipt only. Compensation is not available in the following cases:

• Any loss or damage to an item that was not invoiced or registered in the system.
• Customer delayed collecting their item for more than 2 months.
• Damage caused by repair, alteration, or printing done by a third party or another company.
• When dyeing an item, we cannot guarantee 100% color matching or sufficient color fastness.
• Loss of item accessories such as the item's bag, locks, or other parts.
• If a recommended service was declined by the customer and the service was performed per their request.
• If the customer was informed a stain would not come out but insisted on cleaning.
• If the customer refuses the compensation value and does not collect the item, the Company disclaims further responsibility.
• The Company is not obligated to deliver an item not listed on the invoice.
• Any damage to clothing if the customer requests washing in a manner inconsistent with the proper method.
• Any accessories forgotten inside an item (pens, etc.) that cause damage during washing.
• Any cash or other accessories found will be reported to the customer immediately.
• No compensation if the item was damaged after the customer received it.

7. Dispute Procedures

In the event of any dispute between the customer and the Company, we will contact the customer to resolve the issue as soon as possible. If a mutually satisfactory resolution is not reached, the customer may file a complaint with the relevant authorities in accordance with consumer protection laws in the Kingdom of Saudi Arabia.

Contact us: support@zahib.sa or 9200 33138

8. Consumer Protection Policy

Zahib complies with all laws and regulations related to consumer protection in the Kingdom of Saudi Arabia, including laws governing consumer rights with respect to order cancellation, refunds, and product returns. For more details about consumer rights, you may refer to the Consumer Protection Executive Regulation issued by the Saudi Ministry of Commerce.