Terms of use and refund policy

Last updated: 2026-10-04

Who we are

Istefsar is a Saudi platform connecting buyers with verified stores. By using the platform you agree to these terms. Contact: [email protected].

The service

Istefsar lets a buyer post a request describing what they want to buy, delivers it to verified stores who reply with offers, and lets the buyer contact the store they choose. Istefsar is not a party to the sale: price, delivery, warranty and payment for the product are agreed directly between the buyer and the store, and the store alone is responsible for its offer and its product.

Your account

• You sign up with a Saudi mobile number, verified by a code sent to it, and you are responsible for activity on your account.
• You must be at least 18 years old.
• You can delete your account at any time you have no open request, from the buyer app's settings or by writing to us.

Acceptable use

• Do not post requests or offers for products or services prohibited in Saudi Arabia.
• Do not post abusive or misleading content, impersonate anyone, or use the platform to harass stores or buyers.
• We may review reported requests, offers and messages, and suspend accounts that break these terms.

Stores

Requests only reach stores whose commercial registration we have verified. A store commits to accurate offers and to honouring its quoted price for as long as the offer is valid.

Payment

Anything you pay the platform is for a digital service: posting your request and delivering it to the right stores, provided as soon as you send it. We do not sell products ourselves or collect their price. Payment is made online through a licensed payment provider, with mada, Visa or Mastercard cards. We never store your card details. A request stays open for offers for 72 hours.

Refund policy

• Automatic full refund if no verified store covers your request's category and city. The request is cancelled and the fee returned to the same payment method, without you having to ask.
• Duplicate charges or technical errors: if you were charged more than once, or charged without your request being posted, contact us within 7 days of payment and we refund it in full once verified.
• Once a request has been sent to stores, the service has been delivered, so the fee is not refunded just because no suitable offer arrived or you changed your mind. Write to us about anything else and we will look at it.
• Refunds always go back to the original payment method and usually appear within 5 to 14 business days, depending on your bank.

Liability

We provide the platform as is and work to keep it available and accurate, but we do not guarantee any number of offers and are not responsible for products or purchases between a buyer and a store. Our liability never exceeds the fee you paid us for the request concerned.

Changes and governing law

We may update these terms and will show the date above. These terms are governed by the laws of Saudi Arabia. Contact: [email protected].