1. Nature of the service
Musaid is a managed service: the customer writes their request, and the company's team carries it out with the relevant agencies. The company is not a government body and does not represent one, and does not guarantee an outcome that depends on another party's decision. The assistant inside the app organises the request; it does not decide on the customer's behalf.
2. Account and sign-in
Sign-in uses a mobile number and a verification code sent to it. We do not ask for an email or a password. The verification code is entered only on the customer's own device, and no one on the team will ever ask for it. The customer is responsible for keeping their number and device secure.
3. Requests and pricing
Every request receives a summary and a quote showing the service fee, any government fees, and the expected duration. No work begins before the customer confirms. If the scope of the request changes, or an agency's fees change, an updated quote is sent for confirmation before work continues.
4. Payment and refunds
Payment happens inside the app after the quote is confirmed. If work has not started, the full amount is refunded. If work started and then could not be completed for a reason unrelated to the customer, any unspent fee is refunded with a clear statement. Government fees already paid to an agency are not refundable by the company.
5. Documents and privacy
Documents and information are used only to carry out the request they belong to, and are shared only with the agency required to complete the transaction. Deletion of a completed request's documents can be requested by writing to [email protected]. We do not sell customer data or use it for third-party marketing.
6. Customer responsibilities
The customer must provide accurate information and valid documents, and the request must be lawful and made in the name of, or with authorisation from, the person it concerns. Requests that violate applicable regulations are not carried out, and are cancelled with a stated reason.
7. Limits of liability
Professional care is taken in carrying out every request, and the company's liability stays limited to the service fee paid for that request. The company is not responsible for a third party's delay, a service outage on their end, or the outcome of a decision they make.
8. Cancellation and service suspension
A request can be cancelled from inside the app before work begins. The company may suspend service on an account used in a way that violates these terms or is misleading, with notice to the customer of the reason.
9. Changes and governing law
These terms may be updated, and customers are notified of material updates inside the app. These terms are governed by the laws of Saudi Arabia, and Saudi courts have exclusive jurisdiction over any dispute.
A question about a specific clause? The team can clarify it.
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