Terms and conditions

1. Who the site is for

The site serves businesses: companies, factories, hotels, schools, hospitals and other organisations. Accounts are opened in the organisation's name; every user acts on its behalf, and the organisation is responsible for the requests its users send and the quotations they accept.

2. Opening a business account

• A representative applies on the "Business account" page with the organisation's Arabic and English names, Commercial Registration number, VAT number and national address, plus their own name, email and mobile number, and confirms their email with a code.
• Our team checks the details, contacts you if needed, and approves or declines the application.
• Once approved, the applicant receives a link to set a password and becomes the account's admin.

3. Users and permissions

• The account admin invites colleagues and sets what each may do: send requests directly or for approval, accept quotations, see prices and invoices.
• Each user keeps their password secret; we recommend two-step sign-in.
• Users can change their name, mobile number, job title and notification settings. Changes to the email or company details go through our team.
• The admin can remove a user at any time.

4. How to order

• Add items and quantities to "My request", choose a delivery address from your organisation's addresses, add a PO number or notes if you wish, and send it.
• Prices on the site are indicative. Our sales team sends you the final quotation.
• Nothing is bought or paid for on the site; an order is confirmed when you accept the quotation.

5. Quotations and orders

• Each quotation shows prices including 15% VAT and its expiry date.
• Accepting a quotation before it expires makes it an order binding on both sides at its prices.
• You can ask for changes to a quotation before accepting it.
• You can ask us to cancel a confirmed order before it leaves for delivery.
• Tax e-invoices are issued from our system under ZATCA rules and are available in your account.

6. Delivery

• We deliver to the address you chose in your request. Any delivery fee or minimum order is stated in the quotation.
• Our delivery team agrees the time with you, we tell you how your order is progressing by email and in your account, and you can follow the delivery there.

7. Payment

By bank transfer, or in cash to our collection representative against a receipt, or under the payment terms agreed for your account. Our bank details are on the "Payment methods" page. The site does not take card payments.

8. Returns and exchanges

The exchange and return policy applies within 72 hours of delivery, provided you have the invoice and the product is in its original condition.

You may not return or exchange:

• products classified as dangerous goods, or that use flammable gases or liquids;
• products that have been used, that you damaged, or that are no longer in the condition you received them in;
• consumables that have been used or installed in something else;
• products without their serial number, or whose serial number has been tampered with;
• products that cannot be returned for health reasons, that were opened after delivery or mixed with other items after delivery.

To request a return, contact us on WhatsApp or by email within 72 hours of delivery with the invoice number. Returns appear on the order page in your account.

9. Refunds

• Defective products, products that differ from their description on the site, or a mistake on our side (price, description, delivery later than agreed): we refund the full value, including the cost of returning it to us.
• Any other return: we refund the product's value, and you bear the cost of returning it.
• Products not yet delivered: you receive their full value if you cancel.

We refund by the same method of payment, or by a credit note on your account as agreed, after we receive and inspect the product in our warehouse.

10. Connecting your systems (API)

The account admin can create API keys and webhooks to connect the organisation's system. Keys are secret and must be treated like passwords; anything sent with a key counts as sent by the organisation. Usage limits apply, and we may disable a key that is misused.

11. Our assistant Salem

Salem's answers are guidance only. They are not a quotation or a commitment; the quotation and the invoice prevail.

12. Acceptable use and suspension

Do not use the site unlawfully, try to reach other organisations' data, or disrupt the service. We may suspend or close an account that breaks these terms or leaves amounts unpaid, after notifying you.

13. Liability

We take reasonable care over the accuracy of the site and its availability but do not guarantee it is uninterrupted. We are not liable for indirect losses, and our liability for any order is limited to its value, without affecting any right the law does not allow to be limited. We are not responsible for delays caused by events beyond our control.

14. Law and disputes

These terms are governed by the laws of the Kingdom of Saudi Arabia. The courts of Riyadh have jurisdiction over any dispute.

15. Changes and language

We publish any change here with its date and email account holders about material changes. If the Arabic and English texts differ, the Arabic text prevails.

16. Contact

info@tawreedgate.com · +966 50 777 5994