OTNZA Platform User Terms of Use

1. Acceptance and Scope

These Terms govern account creation, use of OTNZA websites, applications and services, and purchases of goods offered through the Platform. Creating an account, clicking acceptance, or placing an order constitutes electronic acceptance of the version displayed at that time. Future services are excluded unless launched under separate terms. Mandatory Saudi law prevails.

The Arabic version of this document is the original, authoritative and governing version for interpretation and application. The English version is provided for convenience only. In the event of any conflict, inconsistency or ambiguity between the two versions, the Arabic version shall prevail to the extent permitted by the laws and regulations of the Kingdom of Saudi Arabia.

2. Platform Role and Seller Identity

OTNZA is an electronic marketplace connecting users with independent merchants. The merchant identified on the product page, order summary and invoice is ordinarily the seller and legal supplier, unless OTNZA is clearly identified as the direct or deemed supplier under applicable law. Collection of payment on a merchant's behalf does not alone change the supplier.

3. Eligibility

Users must be at least 18 and legally capable. A minor may use the Platform only through and under the responsibility of a legal guardian and may not maintain an independent account unless permitted by law and supported by an appropriate verification process.

4. Account Creation and Verification

Users must provide accurate, complete and current information, avoid impersonation or circumvention through multiple accounts, and promptly update changes. OTNZA may verify contact details, identity or payment method when reasonably required for security, performance or compliance.

5. Account Security

Users must protect credentials and verification codes and promptly report unauthorised access. A user is not responsible for a transaction shown not to result from their act or negligence. OTNZA may temporarily suspend or re-verify an account to protect it.

6. Permitted and Prohibited Use

Use is personal, limited and non-transferable. Fraud, fictitious orders, payment misuse, security circumvention, unauthorised scraping, reverse engineering, malware, unlawful content, fake reviews, and infringement of privacy or intellectual property are prohibited.

7. User Content

Reviews, images and comments must reflect genuine experience and must not be defamatory, unlawful or disclose third-party personal data. Users retain ownership and grant OTNZA a non-exclusive royalty-free licence to host and display the content while published for Platform operation. Non-compliant content may be removed while necessary evidence is retained.

8. Products, Prices and Tax

Material product characteristics, final price, taxes, fees and delivery charges are shown before confirmation. Merchants remain responsible for product information. VAT is not charged on the supply of a non-registered merchant merely because it is sold through the Platform; tax follows the supplier identity, transaction character and ZATCA requirements.

9. Order Formation

Following successful payment and issuance of a confirmed order, the relevant merchant order is automatically accepted and a separate sale contract is formed, subject to security review, manifest error or actual unavailability. In a multi-merchant basket, payment and summary may be unified, but each merchant has a separate sub-order, sale contract, invoice, shipment and return.

10. Payment

Payments are currently processed through HyperPay as OTNZA's contracted payment service provider, and OTNZA may use another provider when the service is updated. The provider processes the customer's payment, verification and refund, then transfers collected amounts to OTNZA under the applicable banking arrangements; OTNZA subsequently settles the merchant's net entitlements under the Merchant Agreement. This flow does not by itself change the merchant's status as the legal supplier where applicable, and no balance shown to the user is a wallet, deposit or payment account. A temporary authorisation or bank hold may occur before final capture. These User Terms do not govern merchant settlement cycles; the current cycle is ten (10) business days under the Merchant Agreement and its financial schedule, which govern eligibility, cut-off and transfer timing.

11. Cancellation

A customer may cancel through the account until the parcel is handed to the carrier, subject to statutory exceptions or custom production already commenced. Thereafter, the Cancellation, Return and Refund Policy applies. Statutory rights remain available where performance becomes impossible or delivery exceeds the agreed or legal period.

12. Shipping and Delivery

• 12.1 Before order confirmation, OTNZA displays available delivery services and areas, delivery charges and the estimated delivery period. OTNZA may change the carrier or service for operational or security reasons without imposing an unaccepted additional charge or reducing mandatory rights.
• 12.2 The estimated delivery period starts after successful payment and order confirmation and is not a guaranteed date unless expressly stated. Time caused by an incorrect address, customer unavailability or force majeure may be excluded, without limiting statutory rights for delay or non-performance.
• 12.3 The user must provide an accurate address and reachable contact and arrange receipt personally or through an authorised recipient. Where delivery fails because of the user after disclosed attempts, actual redelivery or return cost may be charged to the extent lawful and after notice.
• 12.4 Tracking is shown where available. Carrier records, delivery codes, signatures, delivery photos, locker records or pickup-point records are operational evidence subject to review on a supported dispute.
• 12.5 Risk of loss or damage before delivery remains with the supplier or carrier according to cause, contract and law and passes to the user on receipt by the user or authorised recipient. OTNZA does not acquire title merely by arranging delivery.
• 12.6 In the event of material delay, loss or damage, the user may report the issue through the account or support. OTNZA coordinates with the merchant and carrier, and cancellation, replacement or refund applies where required by law or the Payment, Cancellation, Return and Refund Policy. The user does not bear cost caused by another party.
• 12.7 In a multi-merchant order, each merchant has a separate sub-order, shipment, tracking and delivery, and parcels may arrive at different times. Cancellation or loss of one parcel does not affect the others unless they also cannot be performed.
• 12.8 Heavy goods and pallet-delivery charges and requirements are shown before payment and may require unloading space, equipment or an appointment. Lifting, installation or packaging removal is not included unless expressly stated before purchase.
• 12.9 A specially restricted product may be cancelled if no lawful and safe transport route is available. International delivery exists only when displayed; where enabled, importer identity, delivery terms, duties, customs and material restrictions are disclosed before confirmation or in separately accepted terms.

13. Returns and Refunds

The commercial return and exchange period and terms are governed by the merchant policy displayed through the Platform, provided that the policy does not reduce any mandatory consumer right. Where the statutory rescission right applies, the consumer may rescind within the seven days following receipt of the product if the product has not been used or benefited from, subject to statutory exceptions; a merchant may offer a longer period or better terms. The Payment, Cancellation, Return and Refund Policy, Version 1, governs request, inspection, cost-allocation and refund procedures. Refunds are ordinarily made to the original payment method.

14. Invoices

Each sub-order receives an invoice based on the applicable supplier. For a VAT-registered merchant, OTNZA may issue an electronic invoice on the merchant's behalf using the merchant's details and VAT number. For a non-registered merchant, the document is not described as a tax invoice and no VAT is shown on that supply unless OTNZA is legally the direct or deemed supplier.

15. Product Safety and Recall

Unsafe products may be reported to [email protected] or through the contact form with the order number and evidence. OTNZA acknowledges the report and begins a risk-prioritised assessment, aiming to provide an initial response within three business days where practicable. This target is not a guarantee that the investigation or final decision will be completed within that period and may be extended where coordination with the merchant, competent authorities or service providers is required. OTNZA may suspend listings, notify the merchant and competent authorities, and support warnings, recall or refunds.

16. Privacy and Communications

Personal data is handled under the User Privacy and Data Confidentiality Policy, Version 1, made available through the OTNZA website or Platform in accordance with applicable legal requirements. Service processing includes order, payment and refund data and necessary sharing with the relevant merchant, payment provider, banking parties, delivery providers and other service providers. Account, order and security notices are service communications. Marketing is separately optional and may be withdrawn. Continued use is not treated as consent where express consent is legally required.

17. Suspension and Termination

OTNZA may proportionately suspend, restrict or terminate an account for material breach, fraud, security risk or competent authority request, explaining the reason where permitted and offering an appropriate review or correction route. Existing orders and accrued rights survive closure.

18. Availability and Limited Disclaimer

The Platform is provided using reasonable technical capability and may be interrupted for maintenance or events beyond control. OTNZA does not exclude any liability that cannot lawfully be excluded, and intermediary status does not remove duties relating to its own services, personal data or product-safety cooperation.

19. Liability

Neither party is liable for indirect or unforeseeable loss except in cases of fraud, gross fault, data breach or rights that cannot be limited. Mandatory consumer refund and compensation rights are unaffected.

20. Amendments and Evidence

Updated versions are published with a version number and effective date. Registered users receive at least 15 days' notice of material changes unless an urgent security or legal change is required. Prior orders are not retroactively changed. OTNZA retains the accepted version, timestamp and acceptance method.

21. Priority

Priority is: mandatory law, the accepted order summary and special terms, these Terms, then the Payment, Cancellation, Return and Refund Policy. A displayed merchant policy governs commercial return or exchange periods and benefits only to the extent it does not reduce mandatory rights or any more protective term, and prevails where it grants the customer a longer period or better protection.

22. Complaints and Disputes

Complaints may be submitted through the Help Centre, [email protected] or 920034600. OTNZA acknowledges receipt as soon as reasonably practicable, targeting two business days, and aims to resolve the complaint within ten business days. These are service targets rather than guaranteed completion periods and may be extended where review, additional information or cooperation from a merchant, carrier or payment provider is required. OTNZA will provide an update in the event of a material delay. Regulatory and judicial rights remain unaffected.

23. Governing Law and Jurisdiction

Saudi Arabian law applies. Competent Saudi courts or committees have jurisdiction without prejudice to mandatory consumer protections.

24. Contact

Website: https://www.otnza.com (also accessible at https://otnza.com). Email: [email protected]. Phone: 920034600. Address: Short Address RGMB6526, Building 6526, Al Takhassusi Street, North Mathar District, Riyadh 12332, Secondary No. 3565, Kingdom of Saudi Arabia.