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Merchant agreement

Last updated: 13 September 2026 · Accepted when the store is created in the Hayina for Merchants app · The Arabic version prevails in case of any difference

1. Joining and approval

  • The merchant creates the store with correct details: trade name, commercial registration or freelance licence, address, and neighbourhood.
  • The store appears to customers after Hayina's approval, and every new or edited product and every reel is reviewed before it appears.
  • Hayina may reject or hide any store or product that breaches the law or the content policy, stating the reason.

2. The merchant's obligations

  • Accurate prices, descriptions and photos, availability of the listed stock, and adherence to the published working hours.
  • Confirming orders within a reasonable time and preparing and delivering them (in "Near you") with the required quality and hygiene.
  • Replying to customer chats courteously, protecting customers' data, and not using it beyond fulfilling the order.
  • Compliance with the E-Commerce Law, the Consumer Protection Law, and the requirements of the regulators for each category (food, medicines, cosmetics).
  • Accepting returns under the returns policy.

3. Commission and payouts

  • Hayina charges a percentage commission on the value of delivered orders, at a rate published in the app that differs between "Near you" stores and "Hayina Cloud" stores; a special rate may be agreed for a store.
  • Sales, delivery fees, commission and returns are recorded in the store's ledger, and the balance is settled by bank transfer to the IBAN registered in the merchant's name.
  • Amounts collected in cash from the customer stay with the merchant and are deducted from the merchant's payouts.
  • Any change to the general rate applies to orders delivered after it is announced.

4. Hayina Cloud

When joining Cloud, the merchant hands the goods to the warehouse against a receipt, Hayina handles storage, preparation and delivery, and the Cloud rate applies. Damaged or expired goods are returned to the merchant.

5. Content and ownership

The merchant grants Hayina the right to display the names, photos and reels of its products within the platform and in its marketing material, and confirms owning them or having the right to use them.

6. Suspension and termination

  • Hayina may suspend a store temporarily upon serious reports or a breach, informing the merchant of the reason.
  • Either party may terminate the agreement with 14 days' notice, completing ongoing orders and settling payouts.

7. General

The agreement is governed by the laws of the Kingdom of Saudi Arabia; disputes are resolved amicably through support, then before the courts of Riyadh.