Terms of Service شروط الخدمة

• "Platform" refers to the FASTER mobile application, website (fasterfm.com), and all related services.
• "Customer" or "You" refers to any individual or entity who registers for or uses our services.
• "Service Provider" or "Technician" refers to independent professionals who provide services through our platform.
• "Services" refers to home and facility services available on our platform, including but not limited to cleaning, AC maintenance, plumbing, electrical work, car washing, carpentry, and hospitality.
• "Booking" refers to a confirmed request for a service through the platform.

To use our services, you must:

• Be at least 18 years of age
• Be a resident of or have a valid address in the Kingdom of Saudi Arabia
• Have the legal capacity to enter into a binding agreement
• Provide accurate and complete registration information
• Maintain the security of your account credentials

• You must register an account to book services. Registration requires a valid Saudi mobile number for OTP verification.
• You are responsible for all activities that occur under your account.
• You must not share your account credentials with others or allow unauthorized access.
• You must notify us immediately if you suspect unauthorized use of your account.
• We reserve the right to suspend or terminate accounts that violate these Terms or are used fraudulently.

Service Availability

• Services are currently available in Riyadh, Jeddah, and Dammam, Kingdom of Saudi Arabia, with plans to expand to additional cities in the future.
• We strive to provide services 24/7, but availability depends on service type and technician availability in your area.

Booking Process

1. Select the desired service category and specific service
2. Choose your preferred date, time, and provide the service location
3. Review the price estimate and confirm the booking
4. A booking confirmation will be sent via SMS and in-app notification

Service Execution

• A qualified technician will be assigned to your booking
• You must provide accurate address details and ensure access to the service location
• You or an authorized representative must be present during the service
• Additional charges may apply if the scope of work differs from the original booking

• Transparent Pricing: Service prices are displayed before booking confirmation. Prices include applicable VAT (15%) as required by Saudi tax regulations.
• Payment Methods: We accept credit/debit cards (Visa, Mastercard, mada), Apple Pay, Google Pay, STC Pay, bank transfer, and wallet balance. All payments must be completed online prior to service.
• Price Estimates: Some services provide estimates that may vary based on actual conditions at the service location. Any price adjustment will be communicated before proceeding.
• Promotional Offers: Discounts and promotional codes are subject to specific terms and expiry dates. They cannot be combined unless explicitly stated.
• Invoicing: Digital invoices compliant with ZATCA e-invoicing requirements will be provided for all transactions.

Rescheduling

• Free rescheduling: Bookings can be rescheduled free of charge up to 2 hours before the scheduled service time.
• Late rescheduling: Rescheduling requests made less than 2 hours before the service may incur a fee of up to 25% of the service price.
• You may reschedule through the app or by contacting customer support.
• Each booking may be rescheduled a maximum of 2 times.

No-Show

• If the technician arrives and cannot access the location, the booking will be marked as a no-show.
• A no-show fee of up to 50% of the service price may apply.
• Repeated no-shows may result in account restrictions.

Refunds

• If you are dissatisfied with the service quality, you may request a re-service or refund within 48 hours of service completion.
• Refund requests are reviewed on a case-by-case basis. Photo or video evidence may be requested.
• Approved refunds will be processed within 5-14 business days to the original payment method.

As a customer, you agree to:

• Provide accurate information when booking services, including correct address and contact details
• Ensure a safe and accessible environment for the service provider
• Treat service providers with respect and dignity
• Not request service providers to perform tasks outside the booked service scope
• Secure valuable items and personal belongings before the service
• Report any issues or damages within 48 hours of service completion
• Not attempt to hire FASTER technicians directly outside the platform

You may not use the platform to:

• Provide false or misleading information
• Harass, threaten, or discriminate against service providers
• Use the platform for any illegal or unauthorized purpose
• Attempt to circumvent the platform to avoid fees
• Create multiple accounts for fraudulent purposes
• Interfere with the platform's operation or security
• Copy, modify, or distribute any platform content without authorization
• Use automated systems or bots to access the platform

• FASTER provides a service quality guarantee. If you are not satisfied with the service, report it within 48 hours.
• We will arrange a free re-service or provide a refund at our discretion depending on the nature of the complaint.
• Warranty does not cover issues caused by customer misuse, pre-existing conditions, or circumstances beyond our control.
• Specific warranty terms may vary by service category and will be communicated at the time of booking.

• The FASTER name, logo, trademarks, and all content on the platform are owned by FASTER Facility Services or its licensors.
• You may not reproduce, distribute, or create derivative works from our content without prior written consent.
• By submitting reviews, photos, or feedback, you grant FASTER a non-exclusive, royalty-free license to use such content for marketing and improvement purposes.

• FASTER acts as a platform connecting customers with independent service providers. While we vet and train technicians, we are not liable for the direct actions of service providers.
• To the maximum extent permitted by Saudi law, FASTER's liability for any claim arising from the use of our services shall not exceed the total amount paid by you for the specific service in question.
• We are not liable for indirect, incidental, special, or consequential damages, including but not limited to loss of profits, data, or business opportunities.
• We are not responsible for delays or failures caused by circumstances beyond our control, including natural disasters, government actions, or force majeure events.

• Customer Support: For any service-related disputes, please contact our customer support team first via the app or at support@fasterfm.com.
• Escalation: If the issue is not resolved through customer support, you may escalate to our dispute resolution department.
• Governing Law: These Terms are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia.
• Jurisdiction: Any disputes that cannot be resolved amicably shall be submitted to the competent courts in Riyadh, Kingdom of Saudi Arabia.

You may delete your account and associated data at any time:

1. Open the FASTER app and navigate to Settings > Account Settings
2. Tap "Delete Account" and verify your identity via OTP
3. Confirm the deletion request

You may also request deletion by emailing privacy@fasterfm.com.

If you have any questions or concerns about these Terms of Service, please contact us: