This policy explains how to raise a problem with Yassir, what we need from you, how quickly we respond, who decides, and where you can go if you're still unsatisfied. It exists as a published commitment: the Saudi Ministry of Commerce expects e-commerce platforms to operate — and publish — a complaints-handling process, and this is ours.
1. What counts as a complaint
Anything you want fixed or reviewed, including:
- Session disputes — a session that didn't happen, started late, was cut short, or wasn't what the profile promised;
- Refund and payment issues — a refund you believe is due, a charge you don't recognise, a payout that hasn't arrived;
- Conduct — harassment, misrepresentation, pressure to go off-platform, or any Community Standards breach;
- Verification concerns — a credential you believe is false;
- Privacy — how your personal data has been handled (these follow the Privacy Policy's procedure and go to privacy@yassir.dev);
- The platform itself — bugs, errors, or our own service failures.
2. How to complain
Use the Report link on the booking page (for anything session-specific) or email complaints@yassir.dev. Include:
- The booking reference, or the email address on your account;
- What happened — brief, factual, in time order;
- What outcome you're asking for (refund, review removal, investigation…);
- Evidence (§4).
You'll get a case reference in the acknowledgement. One complaint per incident; you can add to it by replying.
3. Timelines
| Stage | Commitment |
|---|---|
| Acknowledgement, with case reference | Within 2 business days |
| Decision on session disputes | Within 7 business days of receiving the evidence |
| Decision on conduct or verification complaints | Within 14 business days — these can need both sides' input |
| Complex cases | We tell you the revised timeline and the reason before the original one lapses |
If we need something from you and hear nothing for 14 business days, we close the case and say so; you can reopen it within the dispute window by replying.
4. Evidence
We accept: booking and payment records; the platform's check-in timestamps; calendar invitations; messages and briefs exchanged through Yassir; screenshots of errors or technical failures; written statements from either party; confirmation both parties agree on what happened.
We do not accept covert recordings. Recording a session requires the knowledge and consent of everyone in it; a secret recording is itself a Community Standards breach, whatever it shows.
We weigh evidence sensibly: platform records outrank recollection, and contemporaneous messages outrank later summaries.
5. Who decides, and how
A team member with no involvement in the events reviews the records and both sides' accounts. The person complained about is never the decider. For session disputes the decision can: uphold or reverse an automatic outcome (session cut short, no-show), order a full or partial refund per the Cancellation policy, record an incident against either account, or decline the complaint with reasons. We give the decision in writing, with the reasoning.
6. Appeals
Reply within 14 business days of the decision, saying why it's wrong and adding anything new. A different reviewer examines it once, afresh. That second decision is final as far as the platform's own remedies are concerned. It does not limit your rights in §7.
7. If you're still unsatisfied
Nothing in this policy limits your legal rights:
- Ministry of Commerce — consumer and commercial complaints: mc.gov.sa, the MOC app, or the consumer line 1900 in Saudi Arabia;
- SDAIA — complaints about personal-data handling;
- The competent Saudi courts — as the Terms provide, after the 30-day informal-resolution period in Terms §20.
8. Our records
We keep complaint files — submissions, evidence, decisions, and reasons — for five years, so that decisions stay consistent and reviewable. Complaint records are personal data and are handled under the Privacy Policy.
9. No retaliation
Raising a complaint in good faith never counts against you — not in ratings, not in standing, not in future decisions. Knowingly false complaints, on the other hand, are a Community Standards breach.