Complaints and Dispute Resolution Policy

How to file a complaint

Through the “Contact us” page on the website or in the app, by email at info@shnbapp.online, or through our official social media accounts. Include your booking reference and any information that helps us.

Handling times

• We confirm receipt of your complaint and send an initial response within three (3) business days.
• We aim to resolve it within ten (10) business days of receiving it.
• If a complaint needs more time, we tell you why and how long it is expected to take.

SHNB’s role

SHNB is an electronic intermediary platform. The service at the shop is provided by the shop, which is responsible for it. SHNB reviews the complaint, contacts the parties involved, and works to help resolve it.

Payment and refund complaints

These are handled under the refund policy in the Terms and Conditions, in coordination with the licensed payment services provider.

Your legal rights

Amicable settlement does not prevent any party from exercising its legal rights or turning to the competent authorities in the Kingdom of Saudi Arabia, including the Ministry of Commerce.