Terms of sale · Hayina

These terms govern buying goods from local stores through Hayina. Read the product description, the total cost and the delivery time shown before confirming your order.

The store, the order and the price

1. The parties to the sale

The store named in the order is the seller of the goods and is responsible for their conformity, safety and its legal obligations. Hayina Digital for Information Systems Technology Company (“Hayina”) runs the platform and coordinates ordering, payment and delivery. Its intermediary role does not exempt Hayina from its own obligations or from a liability the law imposes.

In the “Near you” service an order is from one store. Having several stores on the platform does not mean their purchases are combined in one order. The store’s identity, the order details and the invoice are shown, and you can ask support for the information you need.

2. Accepting the order and product availability

Sending an order, or an automatic notice that it was received, does not mean the store has accepted it. The sale is concluded when you are notified that the order has been accepted. If an item cannot be supplied or the order cannot be fulfilled, we explain the options and refund what you paid for the unfulfilled part.

No item is substituted and the order amount is not increased without your consent. If an obvious pricing error appears before the order is accepted, we offer you the correct price or cancellation with a refund; we never charge a difference automatically.

3. Prices, taxes and fees

Prices are in Saudi riyals. The final price is shown including value added tax where it applies, and delivery fees, service fees and discounts appear before you confirm the order. No second tax is added to a price shown as tax-inclusive.

Tax treatment varies with the store’s status and the type of supply. No tax is charged on goods in the name of an unregistered store merely because they are listed on Hayina, while the tax due on Hayina’s own services is applied by law. The invoice shows the seller, the amounts and the tax where required.

Preparation, payment and delivery

4. Weights, substitutes and offers

For products sold by weight, the unit price, how the total is calculated and any tolerance are shown before ordering. The amount paid or agreed is not exceeded without your consent, and any shortfall owed to you is refunded.

Allowing substitutes does not permit going beyond the limits you set or increasing the amount without your consent. The announced offer terms apply, and refunds are calculated on what was actually paid after the discount is fairly spread over the products concerned.

5. Payment and invoice

Choose an available payment method on the checkout page. The payment provider handles sensitive data under its service. A temporary hold may appear before the transaction completes, and releasing a hold is different from refunding a completed transaction.

If a transaction fails but a charge appears, contact us with the order number or transaction reference so we can check before you pay again. You receive the order statement and invoice as the law requires. Hayina paying the store what it is owed does not end your right to claim a return or warranty.

6. Preparation and delivery

The store prepares the order, and the delivery partner carries it as arranged. Hayina provides a point of contact for order issues. Storage and transport conditions must be kept for products that need refrigeration or special care.

Enter an accurate address and a valid number, and give the instructions needed for delivery. The estimated arrival time is not a promise of exact minutes; a delivery date agreed in the order, however, carries your legal rights. An order is left outside the door only on your instructions and in a way that keeps it safe.

Cancellation, problems and your rights

7. Cancelling an order and delays

You can ask to cancel before preparation starts and get back what you paid. After preparation starts, whether cancellation is possible is reviewed according to the order’s status and the nature of the product, and any legitimate actual cost is stated before the cancellation is accepted, without reducing your legal rights.

If delivery is later than the agreed date, or more than 15 days after the contract where no other date was agreed, you have the right to cancel the contract and recover what you paid and the costs caused by the delay under the law, unless the delay is due to force majeure. You do not have to wait 15 days if an agreed delivery date has passed.

8. Failed delivery

If we cannot reach you, we try to contact you and explain the appropriate step. No redelivery fee is charged unless it was announced, lawful and made clear to you. Perishable products are handled according to the reason for the failure, their safety and the actual costs, and the full amount is never forfeited automatically without checking and explaining.

If the failure is due to the store or the delivery partner, you do not bear the cost of their error. The returns policy applies to wrong, missing or damaged products.

9. Returns and warranty

Eligible goods have a 15-day change-of-mind period from receipt under the returns policy. This period does not apply to all goods without exception, and does not limit rights relating to defects and warranty. Refunds go to the original payment method as set out in the returns policy, and the wallet is never imposed as a mandatory alternative.

Confirming receipt, or the passing of the period for settling the merchant’s dues, is not a waiver of a hidden defect or a legal right. These terms for the sale of goods do not apply automatically to future services or digital cards; their terms will be set out when they are launched.

10. Support and resolving disputes

You can reach us from “My account → Support” in the app, from the “Contact us” page on hayina.net, or by email at info@hayina.com. Include the order number when the matter concerns a purchase, and never send your card details or a verification code.

We aim to give a first reply within one business day, and we explain the outcome of the review and its reasons. The laws of the Kingdom apply, and your right to go to the competent authorities and courts remains. The version in force when your order is accepted applies, without contradicting mandatory provisions.