Complaints & Suggestions Policy

1. Introduction

At Okaz, we aim to provide customers with a clear, reliable, and professional experience.

We welcome legitimate complaints, feedback, and suggestions that help us improve our products and services.

This Policy explains how customers can submit complaints and suggestions and how Okaz handles them.

2. Contact Channels

Complaints and suggestions may be submitted through:

Email:
[email protected]

Website:
okaz.store

3. Recommended Information

To help us review a complaint efficiently, customers should, where applicable, provide:

Name.
Email used for the purchase.
Order number.
Product name.
Clear description of the issue.
Date of the issue, where relevant.
Relevant supporting documents, screenshots, or evidence.

4. Types of Complaints

Customers may submit complaints relating to:

Payment issues.
Product-access problems.
Technical issues.
Product content.
Products materially differing from their descriptions.
Customer experience.
Customer support.
Account-related issues.
Other issues relating to Okaz products or services.

5. Suggestions

Customers are welcome to suggest:

New products.
New courses.
Improvements to existing products.
Website improvements.
Customer-service improvements.
New features or ideas.

Submitting a suggestion does not create an obligation for Okaz to implement it.

6. Response Time

Okaz aims to respond to complaints and inquiries within 5 business days, where reasonably possible.

Some matters may require additional time if they require technical investigation, additional information, or coordination with a third-party service provider.

7. Complaint Review

When reviewing a complaint, Okaz may consider:

Order information.
Payment records.
Product-access records.
Previous communications.
Information or evidence submitted by the customer.

We may contact the customer if additional information is required.

8. Complaint Resolution

Okaz aims to handle complaints fairly, reasonably, and in accordance with applicable laws and regulations.

Depending on the circumstances, a resolution may include:

Providing clarification.
Resolving a technical issue.
Restoring product access.
Correcting an error.
Providing another appropriate solution.
Processing a refund where legally required or otherwise approved under the applicable policy.

9. Digital Product Complaints

Where a complaint concerns inability to access a purchased digital product, Okaz will make reasonable efforts to verify the issue and resolve the access problem before considering other remedies, where appropriate.

10. Unacceptable Complaint Conduct

Okaz welcomes legitimate complaints and criticism.

However, complaints must be submitted respectfully and without abusive conduct.

Okaz does not tolerate:

Threats.
Extortion.
Impersonation.
Fraud.
Repeated abusive communications.
Attempts to obtain products without payment.
Publishing or sharing another person's confidential or personal information.
Deliberate misuse of complaints for the purpose of harming Okaz or its brand.

Okaz reserves the right to take appropriate action under applicable law in cases involving abuse, fraud, threats, defamation, or infringement of rights.

11. Fraudulent or Malicious Complaints

Where a review establishes that a complaint intentionally contains false information or is being used to obtain a product or benefit without entitlement, Okaz may reject the request and take appropriate action under applicable law.

12. Customer Data

Information submitted during the complaint process will be handled in accordance with Okaz's Privacy Policy and applicable Saudi Arabian personal-data protection laws.