1. Nature of the service
Musaid is a managed service: the customer describes their request, and the company's team carries it out with the relevant agencies — government or otherwise. 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 outside its control. The AI assistant inside the app helps organise and understand the request; it does not decide anything on the customer's behalf, and it never takes an automatic action without the team's review.
2. Eligibility, account, and sign-in
The app is for residents and citizens of Saudi Arabia who are 18 or older, or who use the app with a guardian's permission. Sign-in uses a mobile number and a verification code sent to it — we never ask for an email or a password. The code is entered only on the customer's own device, and no one on the team will ever ask for it under any circumstance. The customer is responsible for keeping their number and device secure, and for never sharing a verification code with anyone, including Musaid staff.
3. Requests and pricing
Every request receives a summary and a quote showing the service fee, any government or third-party fees, and the expected duration. No work begins before the customer confirms the quote. If the scope of the request changes, or a relevant agency's fees change during the work, an updated quote is sent for confirmation before work continues. Quotes are estimates based on the information available at the time and may change if the request turns out to need something not apparent at the start.
4. Payment and refunds
Payment happens inside the app through the payment methods available there, after the quote is confirmed. In some cases, the team may begin work before payment is completed, in which case an invoice is sent for payment during or after the work — this does not release the customer from the obligation to pay. If work has not started, the full amount is refunded on cancellation. If work started and then could not be completed for a reason unrelated to the customer, any unspent service fee is refunded with a clear statement of the reason. Government or third-party fees already paid to that agency are not refundable by the company, since they are not part of the service fee the company collects.
5. Customer responsibilities and acceptable use
The customer must provide accurate information and valid documents, and the request must be lawful and made in the name of, or with explicit authorisation from, the person it concerns. Requests that violate Saudi regulations are not carried out and are cancelled with a stated reason. The customer must never share bank or government login credentials, verification codes, PINs, passwords, or payment card details with the team, under any circumstance — no one on the team will ever ask for these, and any such request should be reported immediately. Any authenticated action (such as signing in to a bank or government account) is performed by the customer on their own device, with the team providing guidance only.
6. Intellectual property
All rights in the app, its name, logo, content, design, and software belong to the company or are licensed to it. The customer is granted a limited, personal, non-transferable licence to use the app under these terms only. Copying, reverse-engineering, decompiling, or disassembling the app, extracting its source code, or using automated tools (bots, scrapers) to access it is not permitted, except with the company's prior written permission or where applicable law expressly allows it.
7. Disclaimer and "as-is" service
The app is provided "as is" and "as available," without any express or implied warranty of uninterrupted or error-free operation. The company applies reasonable professional care in carrying out every request, but does not guarantee an outcome that depends on a decision by an external party (government, bank, or otherwise) outside the company's control.
8. Limitation of liability
The company's liability for any request stays limited to the service fee actually paid for that request. The company is not liable for indirect or consequential damages or loss of profit arising from use of the app, and is not responsible for a third party's delay, an outage on their end, or the outcome of a decision they make. This limit does not apply to any liability that cannot lawfully be excluded or limited, such as damages arising from the company's gross negligence or wilful misconduct, or death or personal injury caused by the company's negligence.
9. Indemnification
The customer agrees to indemnify the company and its staff against any claim, loss, or cost (including reasonable legal fees) arising from the customer's breach of these terms, unlawful use of the app, or provision of inaccurate information or documents, to the extent permitted by law.
10. Cancellation and service suspension
A request can be cancelled from inside the app before work begins. The company may suspend service or an account used in a way that violates these terms, is misleading, or shows signs of fraud, with notice to the customer of the reason wherever possible.
11. Dispute resolution and governing law
These terms are governed by, and interpreted under, the laws of Saudi Arabia. If a dispute arises, the company and the customer will first try to resolve it amicably through direct contact. Customers may also file a complaint with the Ministry of Commerce's consumer protection department at any time. If a dispute cannot be resolved this way, the competent courts in Riyadh have jurisdiction over it, without prejudice to any right the customer has under applicable Saudi consumer-protection regulations.
12. Changes to these terms
These terms may be updated from time to time to reflect how the service or applicable regulations evolve. Customers are notified of material updates inside the app, and continued use of the app after that notice means accepting the updated terms.
13. Contact
For any question about these terms, contact [email protected].
A question about a specific clause? The team can clarify it.
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