1. About Swapo

Swapo is an electronic platform and application specializing in the buying and selling of new and used products within the Kingdom of Saudi Arabia. It connects sellers and buyers in an easy, secure, and smart manner.

Swapo is operated by Swapo Technologies Establishment, an establishment registered in the Kingdom of Saudi Arabia under Commercial Registration No. 7013125682.

Email: support@swapo.sa

The Platform operates as a technical intermediary that facilitates buying and selling transactions between users. Payments are processed and handled through payment service providers approved by the Platform.

2. Terms of Use

Introduction and Acceptance

By using the Swapo Platform or application, you expressly acknowledge and agree to comply with all terms, conditions, and policies contained in this document.

If you do not agree with any part of these terms, please discontinue use of the Platform immediately.

Definitions

Platform: The Swapo application and website.

User: Any individual or entity using the Platform, whether as a seller or buyer.

Technical Intermediary: The Platform's role in facilitating commercial transactions between the parties without being a direct party to the sale transaction.

Payment Management: The management of payments and transfers related to orders through approved payment systems and service providers in order to enhance a secure purchasing experience for both parties.

3. Registration and Eligibility

To use Swapo, the following requirements apply:

The user must be at least 18 years old, or obtain the consent of a parent or legal guardian where required.
The user must provide accurate, complete, and up-to-date information.
The user must maintain the confidentiality of account credentials and passwords.
The Platform must be notified immediately if any unauthorized use or account compromise is suspected.
The user must be legally eligible to enter into contracts and commercial transactions in accordance with applicable laws and regulations.

Swapo reserves the right to suspend, restrict, or terminate any account, or request identity verification (KYC) or additional documentation when necessary.

4. Payment System and Seller Proceeds

Payment System and Financial Order Processing

Payments within Swapo are processed through approved payment service providers in accordance with the Platform's policies and applicable regulations.

Funds will not be transferred to the seller until one of the following conditions has been met:

The buyer confirms receipt of the product in accordance with its description.
The specified objection period expires without a dispute being submitted.

If no objection is submitted within the specified period, the transaction will be considered completed, and the Platform may begin the process of transferring the seller's proceeds.

The estimated period for transferring seller proceeds may range from 1 to 7 business days and may vary depending on the procedures of payment service providers or banking systems.

Supported payment methods may include, subject to availability:

Mada, Visa, Mastercard, Apple Pay, STC Pay, Tabby, Tamara, and any other payment methods approved by the Platform.

Important Notice:

Any payment or financial transfer made outside Swapo is not covered by the Platform's protection, and Swapo assumes no responsibility for transactions conducted outside its official systems.

Management of Seller Proceeds

Swapo provides an internal system for displaying and managing financial proceeds resulting from completed transactions on the Platform.

Funds become payable to the seller after:

Confirmation of receipt of the order; or
Expiry of the objection period without a dispute being submitted.

The seller may request the transfer of their proceeds to the registered bank account.

The user is responsible for ensuring that the bank information provided is accurate and up to date.

Disclaimer:

The Platform is not responsible for any error resulting from incorrect or outdated banking information entered by the user.

The Platform reserves the right to suspend withdrawals or place financial transactions under review in cases involving suspected fraud, fraud prevention measures, or compliance with applicable laws and regulations.

5. Fees, Commissions, and Shipping

Fees and Commissions

Swapo is committed to displaying applicable fees and costs clearly before an order is completed.

The final price may include:

Product price.
Platform commission.
Shipping fees.
Value Added Tax (VAT), where applicable.
Payment or installment service fees, depending on the service provider.

The Platform reserves the right to modify its fees or introduce paid services in the future as it deems appropriate for the development of its services.

Shipping and Delivery

Shipping operations depend on third-party shipping companies and service providers.

The seller must ship the order within the period specified by the Platform or displayed within the order.

Delivery times are estimates and may vary depending on the shipping company, geographic location, or operational conditions.

Refrigerated Shipping Policy

Swapo may offer refrigerated shipping for certain products requiring transportation under appropriate temperature conditions through independent shipping companies and logistics service providers contracted with or integrated into the Platform.

Coverage

Refrigerated shipping is not available in all cities and regions of the Kingdom of Saudi Arabia.

Coverage varies depending on the shipping company, pickup city, delivery city, and the type of service available at the time the order is placed.

Availability of refrigerated shipping is determined based on the address and the service areas supported by the shipping provider. The refrigerated shipping option may not appear to the user if the relevant location is not supported.

The display or advertisement of refrigerated shipping services on Swapo does not constitute a guarantee that the service will be available to all users or in all geographic locations.

Seller Responsibilities

The seller must correctly identify products that require refrigerated shipping or special transportation conditions.

The seller must also package and prepare the product in accordance with the requirements of the shipping company and the nature of the product, unless packaging services are expressly included as part of the shipping provider's service.

The seller is responsible for the accuracy of information regarding the nature of the product and its temperature or storage requirements.

Refrigerated Shipping Operations

Refrigerated shipping is carried out by independent service providers, and the following may vary depending on the provider:

The temperature used during transportation.
Delivery time.
Pickup and delivery procedures.
Supported cities and regions.
Weight, size, and packaging requirements.
Pickup and operating hours.

A refrigerated shipping request may be rejected or cancelled if the product, location, or shipment information does not meet the service provider's requirements.

Delays or Service Unavailability

Refrigerated shipping may be affected by operational factors beyond Swapo's control, including:

Service unavailability in a particular area.
Breakdown or delay of shipping vehicles.
Weather or traffic conditions.
Technical or operational issues affecting the shipping provider.
The shipment not meeting refrigerated transportation requirements.

If refrigerated shipping cannot be provided, the Platform or the service provider may contact the user to offer available alternatives or cancel the shipping service depending on the status of the order.

Limitation of Responsibility

Swapo acts as a technical intermediary connecting users with shipping service providers and does not directly operate a refrigerated delivery fleet unless expressly stated otherwise.

The Platform may monitor and follow up on orders within the scope of its services; however, the actual transportation process and shipping conditions also depend on the selected service provider.

The Platform is not responsible for damage resulting from inaccurate information provided by the seller regarding the product, its storage requirements, or the appropriate temperature for the product.

If a shipment is not received or delivery fails:

The shipment may be returned to the seller.
Additional shipping or return fees may apply depending on the circumstances of the order.

Disclaimer:

Shipping services are provided by independent service providers. Swapo may monitor orders within its operational scope but does not assume full responsibility for delays or failures outside its control.

6. Cancellation, Returns, and Disputes Policy

Cancellation Policy

After an order has been shipped or handed over to the shipping company, any cancellation request or objection will be processed in accordance with Swapo's dispute and returns policies.

The Platform reserves the right to review or cancel certain orders in circumstances including, but not limited to:

Suspected fraud or unlawful activity.
Violation of the Terms of Use or Platform policies.
Operational or technical errors affecting the integrity of the transaction.

Returns Policy

The buyer may submit an objection within the period specified by the Platform after receiving the product.

Acceptable reasons for an objection may include:

The product does not match the listed description.
Material defects were not previously disclosed.
A material difference exists between the product received and the product displayed.

The Platform may request photos, videos, or other supporting evidence to assist in reviewing the dispute.

If a return request is approved:

The product may be returned to the seller.
Responsibility for shipping or return costs will be determined based on the outcome of the dispute review.

The returns policy does not cover cases resulting from:

Misuse after receipt.
Intentional modification or damage to the product.
A change in the product's condition after delivery that affects its original state.

Dispute Policy

The Platform may temporarily suspend the processing of order proceeds until the dispute review is completed.

Disputes may be reviewed based on several factors, including:

Communications conducted through the Platform.
Evidence and documents submitted by the parties.
Order, shipping, and tracking information.
Any other relevant operational information.

The Platform's decisions are based on an assessment of the available evidence in accordance with its policies and applicable laws and regulations.

Platform decisions do not prevent either party from referring the matter to the courts or other competent authorities where necessary.

7. Seller and Buyer Responsibilities

Seller Responsibilities

The seller must:

Provide an accurate and truthful description of the product.
Display clear and recent images reflecting the product's actual condition.
Disclose any defects, damage, or missing components, where applicable.
Provide accurate information regarding the product's size, weight, or available quantity where required.
Comply with shipping requirements and specified deadlines.
Refrain from selling prohibited products or services.
Comply with applicable laws and regulations in the Kingdom of Saudi Arabia.

The seller may be responsible for consequences resulting from misleading information or failure to disclose material defects.

Buyer Responsibilities

The buyer must:

Carefully review product details before completing a purchase.
Review displayed specifications, images, and prices.
Provide an accurate and up-to-date delivery address and other required information.
Make payments only through the official payment methods available within the Platform.
Use the Platform lawfully and refrain from misusing its services or systems.

8. Prohibited Activities and Products

The Swapo Platform may not be used to sell, list, promote, or exchange any products, services, or content that violate applicable laws or Platform policies.

This includes, without limitation:

Narcotics and prohibited substances.
Weapons, ammunition, and hazardous materials.
Counterfeit or forged products.
Stolen products or products of unknown origin.
Tobacco, alcoholic beverages, and other substances prohibited by law.
Content or products that violate Islamic principles or the laws and regulations of the Kingdom of Saudi Arabia.
Illegal devices, software, or tools.
Any products or services that infringe intellectual property rights or trademarks.

The Platform reserves the right to remove prohibited content and take appropriate action without prior notice.

9. Content and User Conduct Policy

All users must use the Platform in a lawful, respectful, and appropriate manner.

It is strictly prohibited to publish or use any content containing:

Offensive, obscene, or inappropriate language.
Defamation, insults, or abuse directed at any user or entity.
Threats, blackmail, or harassment.
Racism, discrimination, or hate speech.
Fraud, deception, or false information.
External links or contact details intended to circumvent the Platform or bypass its systems.
Any content that violates applicable laws, public morals, or Platform policies.

The Platform reserves the right to:

Remove or modify prohibited content.
Restrict, suspend, or terminate accounts that violate these policies.
Take legal or regulatory action where necessary.

The Platform may use technical tools, automated systems, or artificial intelligence technologies to assist in content moderation, violation detection, and improving user safety.

10. Anti-Fraud Measures and Reviews

Anti-Fraud Measures

Swapo implements reasonable technical and operational measures to help combat fraud and suspicious activities.

The Platform may:

Suspend or restrict suspicious accounts.
Suspend transactions or payments pending review.
Request additional verification or supporting documents.
Cooperate with competent authorities in accordance with applicable laws and regulations.

Ratings and Reviews

The Platform may provide a ratings and reviews system to promote transparency and improve the user experience.

Users must:

Base ratings and reviews on genuine experiences.
Refrain from manipulation, abuse, or blackmail through the rating system.
Avoid publishing misleading or inaccurate information.

The following are prohibited:

Fake or coordinated reviews.
Using reviews for pressure, blackmail, or abuse.
Offensive language in reviews.

The Platform may remove, restrict, or hide reviews that are prohibited or suspicious.

11. Privacy Policy

Data We Collect

Swapo may collect certain data necessary to operate and improve its services, including, but not limited to:

Name.
Phone number.
Email address.
Delivery address.
Account information.
Device and application data.
Transaction and financial operation data.
Usage and interaction data within the Platform.

Use of Data

The Platform may use data for purposes including:

Creating and managing accounts.
Processing orders and providing services.
Improving performance and the user experience.
Communicating with users.
Preventing fraud and enhancing security.
Complying with legal and regulatory requirements.

Data Sharing

Certain data may be shared with third parties where necessary, including:

Payment service providers.
Shipping and logistics companies.
Technology, hosting, and analytics service providers.
Governmental or regulatory authorities where required by law or regulation.

The Platform may use third-party analytics tools and technologies to improve performance and understand how its services are used.

User Rights

Subject to applicable laws and regulations, users have the right to:

Be informed about their personal data and how it is processed.
Request access to their personal data.
Request correction, completion, or updating of their personal data.
Request deletion or destruction of their personal data where the applicable legal requirements are met.
Withdraw consent to processing where consent is the lawful basis for processing, where applicable.

Data Protection

The Platform takes reasonable technical and organizational measures to help protect user data, including:

Encryption of communications and data.
Security monitoring and protection systems.
Access controls and permission management.

However, no electronic system can guarantee absolute security.

Cookies

The Platform may use cookies or similar technologies to improve the user experience, analyze performance, and personalize certain services.

Data Retention

The Platform may retain data for as long as necessary for operational, regulatory, or legal purposes, or for fraud prevention and dispute resolution.

12. Account and Data Deletion Policy

Swapo users may request deletion of their accounts and associated personal data directly through the Swapo application.

Steps to Delete an Account

Open the Swapo application.
Log in to your account.
Go to Profile.
Select Settings.
Choose Delete Account.
Confirm the account deletion request.

Users may also request deletion of their account and data through the account deletion page available on the Swapo website or by contacting:

Email: support@swapo.sa

The Platform may require verification of the account holder's identity before processing a deletion request in order to protect accounts and personal data from unauthorized deletion requests.

What Happens After an Account Deletion Request?

After the deletion request has been confirmed and verified, the account and associated personal data that are no longer required to be retained for lawful or legitimate operational purposes will be deleted.

This may include:

Disabling access to the account.
Removing personal information from the account.
Removing products or listings associated with the user from public view, depending on the status of the account and orders.
Deleting or destroying data that is no longer required to be retained.

Data That May Be Retained

Certain data may be retained for a specified period where such retention is required or permitted for legal, regulatory, security, fraud prevention, payment processing, settlement, dispute resolution, complaint handling, or other applicable legal obligations.

Such data may include, without limitation:

Order and transaction records.
Payment and settlement information.
Shipping and delivery records.
Disputes, complaints, and return requests.
Records relating to fraud prevention or misuse of the Platform.
Data required to be retained under applicable laws or at the request of competent authorities.

Such data will be retained only for as long as necessary to fulfill the purpose for which it is retained and will thereafter be deleted or destroyed in accordance with applicable laws and policies.

Outstanding Orders or Obligations

If an account is associated with an active order, financial transaction, shipment, dispute, refund, seller proceeds, or other outstanding obligation, the Platform may defer deletion of data associated with that transaction until it has been completed or there is no longer a lawful need to retain the data.

An account deletion request does not affect any rights or obligations that arose before the request was submitted.

Processing Time for Deletion Requests

Swapo will process account and data deletion requests within a period not exceeding 30 days from the date the request is received and the necessary verification has been completed.

This period may be extended in cases permitted under applicable laws and regulations, and the user may be notified where required.

Important Notice

Account deletion is final. Once the deletion process has been completed, it may not be possible to recover the account or any data that has been deleted.

13. Negotiation Policy

Negotiation Process

Swapo may provide a negotiation feature between users within the application.

Negotiations must be conducted through the Platform's official systems only.

The seller may:

Accept an offer.
Reject an offer.
Ignore an offer.
Modify or submit a new offer.

Acceptance of certain offers may require payment to be completed within the time specified on the Platform.

Negotiation Rules

Users must:

Conduct negotiations only through the Platform.
Refrain from sharing contact details or personal information for the purpose of circumventing the Platform's systems.
Maintain professional and respectful conduct during communications.

Negotiation Protection

Conversations and offers may be recorded or documented for operational or security purposes or to assist in reviewing disputes.

14. General Provisions and Intellectual Property

Governing Law

These terms and policies are governed by the laws and regulations of the Kingdom of Saudi Arabia.

Amendments

Swapo reserves the right to amend or update these terms and policies at any time.

Continued use of the Platform after the publication of amendments constitutes acceptance of the updated terms and policies.

Limitation of Liability

Swapo operates as a technical intermediary facilitating buying and selling transactions between users.

The Platform makes reasonable efforts to provide a secure experience but does not provide an absolute guarantee regarding:

Product quality.
The accuracy of all content or advertisements.
The conduct or compliance of users.

To the extent permitted by applicable law, the Platform's liability shall not exceed the value of the transaction that is the subject of the dispute.

Force Majeure

The Platform shall not be liable for delays or interruptions resulting from circumstances beyond its reasonable control, including:

Natural disasters.
General technical failures.
Widespread operational outages.
Governmental or regulatory decisions.

Intellectual Property

All rights relating to the Swapo Platform, including:

Trademarks.
Logos.
Designs.
Text, content, software, and technical materials.

are owned by or licensed to Swapo.

No part of the Platform may be copied, modified, republished, or otherwise exploited without prior written consent.

By using the Platform, you acknowledge that you have read, understood, and agreed to all applicable terms and policies.