HayinaTrust & safety
Hayina is your neighbourhood's market and works the way a neighbourhood does: every store is known, every product reviewed, and every complaint has someone following it up.
Approved before it appears
Every new store, every product that is added or whose name or photo changes, and every reel is reviewed by the Hayina team before a customer sees it.
Report with one tap
A "Report" button with clear reasons on every product, store, reel and review; the report reaches the Hayina team immediately and the reporter is told the outcome.
Safe payment
Pay on delivery or from the Hayina wallet; no card details are requested inside the app, and refunds return to your wallet instantly.
Returns within 7 days
Request a return from the app, follow its stage (received, inspected, refunded), and the amount returns to your wallet.
Verified reviews
Only someone who received an order from a store can rate it or its products, once per order.
Your data is yours
Your address and phone are seen only by the store you order from, and a merchant is never told who reported them.
Verified stores
The blue badge next to a store name means the Hayina team has checked its commercial register and the identity of its owner. Tap it in the app to see what was checked and when; it is withdrawn if the store closes or changes owner.
Reporting unlawful content
In line with the Saudi E-Commerce Law and its implementing regulation, the app lets you report any content for these reasons:
- Prohibited or illegal product
- Counterfeit product or intellectual-property infringement
- Misleading description, price or advertisement
- Offensive or indecent content or images
- Fraud or incorrect merchant details
- Privacy violation or publishing personal data
The Hayina team reviews every report and takes the appropriate action, from hiding the content to closing the store, and the reporter receives a notification with the outcome. Every action is logged with who took it and when.
Complaints
For any complaint not resolved inside the app, reach us through the contact page. You also have the right to escalate to the competent authority (the E-Commerce Centre at the Ministry of Commerce) under the law. The legal pages: privacy, terms, returns, merchant agreement and company details.