Jiwar Terms of Use

Effective date: 16 October 2026

1. Acceptance of these Terms

These Terms of Use (the "Terms") form a binding agreement between you and Jiwar Digital Solutions Company, a company registered in the Kingdom of Saudi Arabia ("Jiwar", "we", "us", "our"). Our identifying details are:

• Registered name: Jiwar Digital Solutions Company
• Unified National Number (UNN): 7050481188
• VAT registration number: 311084426300003
• Registered address: Al Qashashiyah, Al Nada District, Riyadh 13317, Kingdom of Saudi Arabia
• Contact email: support@jiwarcom.com

By creating an account, signing in, or otherwise using the Jiwar mobile application or the web command centre (together, the "Platform"), you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy, which is incorporated by reference.

If you do not agree, you must not use the Platform.

Where you accept these Terms on behalf of an Owners' Union, a company, or any other legal person, you represent that you are duly authorised to bind that entity, and "you" refers to that entity as well as to you personally.

In accordance with the Saudi Electronic Transactions Law, your electronic acceptance — including acceptance completed through one-time passcode authentication — has the same legal validity and enforceability as a handwritten signature.

2. Eligibility

To use the Platform you must:

• Be at least 18 years of age and possess full legal capacity under Saudi law;
• Hold a valid mobile telephone number capable of receiving SMS messages;
• Provide accurate, current, and complete registration information;
• Have a legitimate connection to a residential community on the Platform, as an owner, resident, union representative, or authorised representative of a company.

We may refuse, suspend, or terminate access where these conditions are not met.

3. Definitions

• Union — an Owners' Union (اتحاد الملاك) constituted for a residential complex under the framework administered by the General Authority for Real Estate ("REGA").
• Complex — a residential development, compound, or building portfolio administered as a single community on the Platform.
• Unit — an individual property within a Complex, identified by its unit number and, where applicable, its title deed reference.
• Live Unit — a Unit recorded in a Union's community on the Platform that has not been deleted.
• Owner — the registered holder of legal title to a Unit, or the holder of a recorded ownership share in it.
• Resident — an occupant of a Unit, whether an Owner in occupation or a tenant occupying under a residency or lease contract.
• Company — a business entity registered on the Platform to provide property management, asset management, maintenance, or related services to one or more Unions.
• Seat — an access grant by which a Union admits a Company, identified by its commercial registration, to the Union's community within the scope the Union sets.
• Chairman — the Union Chairman, being the individual authorised to represent and act for the Union.
• Board Member — a member of the Union's board with delegated administrative permissions.
• Content — any text, image, video, audio, document, or other material submitted to the Platform by a user.
• Subscription — the arrangement under which a Union is given access to the Platform and, where applicable, billed for it, as described in section 8.
• Payer — the individual who pays a Subscription charge on a Union's behalf.

4. Account registration and OTP security

4.1 Registration

Accounts are created using a mobile telephone number in E.164 international format. The Platform does not use passwords. Authentication is performed by sending a one-time passcode ("OTP") by SMS to your registered number, which you enter to complete sign-in.

4.2 Your responsibilities

You must:

• Provide a mobile number that you personally control;
• Keep your device, SIM card, and SMS messages secure;
• Never disclose an OTP to any person, including anyone claiming to represent Jiwar, a Union, or a Company. We will never ask you for your OTP;
• Notify us immediately if you lose control of your registered number, change your number, or suspect unauthorised access to your account.

4.3 Attribution of activity

You are responsible for all activity conducted through your account. Actions taken after a successful OTP authentication are deemed to have been taken by you, unless you have notified us of a compromise and we have had a reasonable opportunity to act.

4.4 Account sharing

Accounts are personal to the individual and may not be shared. When personnel change, a Union or Company must update roles, invitations, and Seats through the command centre rather than sharing an account.

5. Roles, permissions, and Chairman authority

5.1 Role-based access

The Platform enforces role-based permissions. Your role — Union Chairman, Union Board Member, Unit Owner, Resident, Company Owner, or Company Employee — determines what you may view and do. You must not attempt to access data or functions outside your assigned role.

5.2 Chairman authority

The Chairman, or a Board Member acting within delegated authority, may:

• Establish and configure the Union's community on the Platform, including its buildings and Units;
• Invite, approve, suspend, and remove Owners, Residents, and Board Members;
• Record and amend Unit, ownership, and residency data;
• Engage Companies, grant them Seats, define their scope of work, and revoke their access;
• Publish announcements and manage shared-area rules and bookings.

Only the Chairman may pay for, renew, or cancel the Union's Subscription, manage its payment method, and maintain its billing profile.

The Chairman warrants that he or she holds valid authority to act for the Union under its constitutional documents and the applicable REGA framework, and that all instructions given through the Platform are within that authority. Jiwar is entitled to rely on that warranty and is not obliged to verify the internal governance of any Union.

5.3 Changes of role

Where a Chairman or Board Member is replaced, the Union is responsible for updating the Platform promptly. Jiwar may, on receiving credible evidence of a change, update role assignments to reflect the Union's current lawful representation, and may suspend disputed accounts pending clarification. A change of Chairman does not affect the Union's Subscription; its effect on a saved payment card is set out in section 8.7.

6. Accuracy of ownership and property data

You are responsible for the accuracy, completeness, and lawfulness of all Unit, ownership, title deed, ownership share, and residency data that you submit or approve.

Jiwar does not verify title, does not conduct searches against official land registries, and does not adjudicate ownership. Data recorded on the Platform is a convenience record maintained by the Union and its members; it is not evidence of title and does not create, transfer, or affect any legal right in real property. Ownership is established solely by the official title deed and the records of the competent authorities.

Where the accuracy of ownership data, ownership shares, or voting weight is disputed, the dispute must be resolved between the parties concerned or before the competent authority. Jiwar may suspend the affected records until it receives a joint written instruction from the parties or a determination from a competent authority.

7. Acceptable use

You must not:

• Use the Platform for any unlawful purpose, or in breach of the Anti-Cyber Crime Law, the E-Commerce Law, the Personal Data Protection Law, or any other applicable law;
• Access, attempt to access, or probe data belonging to another Union, Complex, Company, or user;
• Circumvent, disable, or test the Platform's authentication, tenant isolation, rate limiting, or access controls;
• Upload malware, or any code intended to disrupt or damage the Platform;
• Upload Content that is defamatory, obscene, harassing, discriminatory, offensive to public order or morals in the Kingdom, or that infringes the rights of others;
• Photograph or record individuals without their knowledge, or capture the private interiors of another person's Unit, when attaching media to a ticket;
• Extract, scrape, or systematically harvest data from the Platform, including contact details of other users;
• Use another user's account, or impersonate any person, Union, or Company;
• Submit false, fraudulent, or duplicated maintenance tickets;
• Manipulate ratings and reviews, whether by submitting dishonest reviews or by pressuring others to do so;
• Record fictitious Units, or delete and re-create Units, to change the amount a Union is billed;
• Resell, sublicense, or make the Platform available to any third party except as expressly permitted;
• Reverse engineer, decompile, or attempt to derive the source code of the Platform.

We may investigate suspected breaches and take proportionate action, including content removal, account suspension, or referral to the competent authorities.

8. Pricing, free tier, trial, subscriptions, and invoicing

8.1 Who pays

• Companies — property management, asset management, and maintenance companies use the Platform free of charge. We will not charge a Company for any feature without its prior agreement. We may apply reasonable fair-use limits to protect the Platform, with advance notice.
• Unions — a Union with 9 Live Units or fewer uses the Platform free of charge (the "Free Tier"). A Union with more Live Units pays the Subscription fees in section 8.2.

8.2 Per-unit Subscription fees

For a Union above the Free Tier, Subscription fees are a monthly price for each billed Unit (section 8.3) that gets lower as the Union grows. There is no platform fee.

Once a Union is above the Free Tier, all of its billed Units are charged, starting from the first, each at the rate of the band it falls in. The monthly rates per Unit are: SAR 13 for units 1–20, SAR 10 for units 21–50, SAR 8 for units 51–100, SAR 6 for units 101–200 and SAR 5 for each unit above 200.

The average price per Unit therefore falls as the number of billed Units grows, but never below the rate of the last band, and adding a Unit never lowers the total fees.

Subscriptions are currently offered yearly only. A yearly Subscription costs 12 times the monthly fees and is paid in advance for the year.

All fees are stated excluding VAT; VAT is added to them under section 8.5. The fees, the billed Unit count and the VAT that apply to a period are shown at checkout before you pay, and are fixed for that period. Current fees are published on our website. If we offer other billing periods in future, each such period and its fees will be shown at checkout before you choose it.

8.3 Billed Unit count

The number of Units billed for a new period is the higher of:

• the number of Live Units when the period starts; and
• the highest number of Live Units the Union had at any time during the previous paid period.

A Unit that is deleted within 24 hours of being added (for example, one added by mistake) is not counted at all. Units added during a paid period are never charged during that period; they count from the next period. A reduction in Live Units takes effect from the next period. You must not manipulate the Unit count (section 7).

8.4 Free trial

Every new Union starts with a free trial of 14 days from the date it is created on the Platform, with full features and any number of Units. No payment method is required for the trial.

When the trial ends, a Union with 9 Live Units or fewer moves to the Free Tier automatically. A Union with more Live Units must start a paid Subscription to keep full access; otherwise it enters restricted access under section 8.8.

8.5 VAT and tax invoices

All prices are in Saudi Riyals and exclude Value Added Tax. VAT at the prevailing rate (currently 15%) is added on top of the fees and charged with them, so the amount payable at checkout is the fees plus VAT. Each invoice shows the amount before VAT, the VAT and the total separately.

We issue a tax invoice for every Subscription payment in accordance with the e-invoicing (Fatoora) requirements of the Zakat, Tax and Customs Authority ("ZATCA"): a simplified tax invoice by default, or a standard tax invoice where the Union's billing profile contains a VAT registration number. Refunds and corrections are documented by a credit note. Invoices are available in the command centre and may also be sent by email.

The Union is responsible for the accuracy of its billing profile (buyer name, VAT number, Unified National Number (UNN), and national address), which is printed on its invoices.

Our VAT registration number is 311084426300003.

If the statutory VAT rate changes, VAT is charged at the rate in force when an amount falls due; the fees themselves do not change, and the adjusted total is shown before it is charged.

8.6 Payment

Payments are processed by our payment gateway, Tap Payments. Jiwar does not receive or store full card numbers or security codes. By submitting payment details you authorise the charge shown at checkout.

8.7 Saved cards and changes of Chairman

When paying, the Payer may choose to save the card for future renewals. A saved card is stored by Tap as a token; Jiwar keeps only the card brand, its last four digits, and its expiry month and year. The saved card belongs to the Payer, and may be removed at any time in the command centre.

If the Chairman role passes to another person, the previous Chairman's saved card is removed from the Union's Subscription and automatic renewal is switched off. The Subscription itself, including any paid period, continues unaffected; the new Chairman will be asked to add a payment method before the next renewal.

8.8 Renewal, grace period, and restricted access

A paid Subscription runs for the period purchased (currently one year). We will remind the Chairman before each renewal falls due.

• Where automatic renewal is on and a saved card is available, we may charge that card for the next period at the fees and billed Unit count then applicable (sections 8.2 and 8.3). If we do not or cannot charge it, the Chairman will be asked to renew manually in the command centre.
• If a renewal is not paid when due, or a Union on the Free Tier grows above 9 Live Units, the Subscription becomes past due: the Union keeps full use for a grace period of 7 days, with reminders.
• If payment is still outstanding when the grace period ends, the Union enters restricted access: its members can still sign in and view existing records, but actions that require an active Subscription — such as adding Units — are unavailable until payment is made.

No data is deleted because of non-payment; data is retained as set out in our Privacy Policy.

8.9 Ownership of the Subscription

The Subscription, its payment history, and its invoices belong to the Union, not to the individual who pays. A Payer keeps access to the invoices for payments he or she made, including after leaving the Chairman role.

8.10 Cancellation

The Chairman may switch off automatic renewal at any time in the command centre. The Subscription then ends at the close of the current paid period; access continues until then. Afterwards, the Union moves to the Free Tier if it has 9 Live Units or fewer, or enters restricted access otherwise.

8.11 Refunds

Money-back guarantee: within 30 days of a Union's first yearly Subscription payment, its Chairman may request a full refund of that payment. The Subscription then ends, and the Union moves to the Free Tier if it has 9 Live Units or fewer, or enters restricted access otherwise. The refund is returned to the original payment method and documented by a credit note.

Apart from that guarantee, and except where a refund is required by Saudi consumer or e-commerce law, Subscription fees are non-refundable for any partial period, and a reduction in Live Units during a period does not generate a refund.

Where the Platform is materially unavailable for a prolonged period due to a fault attributable to us, we will, at our discretion, extend the paid period or issue a pro-rata credit.

Where a right of withdrawal applies under the Saudi E-Commerce Law, you may exercise it within the statutory period, provided the service has not been substantially performed. Refunds are returned to the original payment method within the period required by law and documented by a credit note.

8.12 Changes to prices and plans

We may change the Subscription fees, the Free Tier threshold, or the trial length. Changes apply only from a Union's next period and only after at least thirty (30) days' notice. The fees for a period already paid never change.

9. Shared-area bookings

The Platform may offer functionality allowing Residents and Owners to book shared or common areas of a Complex — such as function rooms, sports facilities, or event spaces.

• Availability, rules, pricing, deposits, and cancellation conditions for shared areas are set by the Union, not by Jiwar.
• The Union is the beneficiary of any fee payable for a shared-area booking. Jiwar facilitates the booking and, where it processes the payment, does so as a technical facilitator and remits the proceeds to the Union net of any agreed fees and applicable taxes.
• Payment receipts for bookings are issued in the Union's name; they are not tax invoices issued by Jiwar. The Union is responsible for any tax obligations arising from its booking fees.
• A confirmed booking creates an agreement between the booking user and the Union. Jiwar is not a party to it and gives no warranty about the condition, suitability, safety, or availability of any shared area.
• Where the Union requires it, the booking user must accept the Union's booking terms and may be asked to sign them electronically; a copy of the signed terms is kept with the booking.
• You must comply with the Union's rules for the area, leave it in the condition in which you found it, and accept responsibility for damage caused during your booking.
• The Union may cancel or reschedule a booking in accordance with its own rules; Jiwar bears no liability for such cancellation.

10. Companies — Jiwar is not a party

This section is fundamental to your use of the Platform.

10.1 Platform role

Jiwar is a technology platform and facilitator only. We do not perform maintenance, cleaning, security, engineering, or property management services. We do not manage property. We do not employ, supervise, direct, license, or vouch for any Company or its personnel.

10.2 The service contract

Any agreement for services between a Union and a Company is a direct contract between those two parties. Jiwar is not a party to it, whether the contract is negotiated on the Platform, recorded on it, or performed with its assistance.

Accordingly, the Union and the Company are solely responsible for:

• Negotiating and agreeing scope, price, duration, and terms;
• Verifying licences, commercial registration, insurance, competence, and regulatory standing;
• Health, safety, and compliance during performance;
• The quality, timeliness, and completeness of the services delivered;
• Payment between them, and any dispute about it;
• Any loss, injury, or damage arising from the performance or non-performance of the services.

10.3 Service level agreements

Where a service level agreement ("SLA") — such as a response time or resolution target — is recorded on the Platform, it is an undertaking by the Company to the Union. The Platform measures and reports against it as a record-keeping and transparency tool. Jiwar does not guarantee, underwrite, or become liable for any SLA target, and Platform-generated SLA reports are indicative operational records, not a determination of contractual breach.

10.4 Ratings and reviews

Ratings and reviews are the subjective opinions of the users who post them. Jiwar does not endorse them, does not verify their accuracy, and is not responsible for their content. We may remove reviews that are unlawful, abusive, evidently fraudulent, or in breach of these Terms, but we are under no general obligation to monitor.

You must ensure any review you post is honest, based on genuine experience, and free of personal data about third parties.

10.5 Disputes between users

Disputes between a Union and a Company, between a Union and its members, or between Residents, must be resolved between them or before the competent authority. Jiwar may, at its discretion and without obligation, provide records from the Platform to assist, and may suspend affected accounts pending resolution.

11. User Content and media licence

11.1 Ownership

You retain all rights you hold in the Content you submit, including photographs, videos, audio recordings, documents, and messages.

11.2 Licence to Jiwar

You grant Jiwar a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, transmit, adapt for technical purposes (such as resizing, transcoding, and thumbnailing), and display your Content, solely to the extent necessary to operate, secure, support, and improve the Platform and to make the Content available to the users authorised to see it. This licence continues for as long as we retain the Content under our Privacy Policy, and ends thereafter, except for copies retained in backups or required by law.

We do not use your Content for advertising, and we do not disclose it outside the Platform except as described in the Privacy Policy.

11.3 Your warranties

You warrant that you have the rights necessary to submit your Content, that it does not infringe the rights of any third party, that you have obtained any consent required from individuals appearing in photographs, videos, or audio recordings, and that its submission complies with the Personal Data Protection Law.

11.4 Removal

We may remove or restrict Content that breaches these Terms or applicable law, or where we are required to do so by a competent authority. Where practicable, we will notify the user who submitted it.

12. Intellectual property

The Platform, including its software, source code, interfaces, design, structure, databases, documentation, and the "Jiwar" / "جوار" names and logos, is owned by Jiwar Digital Solutions Company or its licensors and is protected under Saudi intellectual property laws and international treaties.

Subject to your compliance with these Terms and payment of any applicable fees, we grant you a limited, revocable, non-exclusive, non-transferable licence to use the Platform for its intended purpose during the term of your access. No other rights are granted. You may not use our trade marks without prior written consent.

Any feedback or suggestions you provide may be used by us without restriction or obligation.

13. Availability and disclaimers

We aim to provide a reliable service but do not warrant that the Platform will be uninterrupted, error-free, or free of vulnerabilities. We may perform scheduled maintenance and will endeavour to give reasonable notice of planned downtime.

To the maximum extent permitted by Saudi law, the Platform is provided "as is" and "as available", and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

We specifically make no warranty as to:

• The competence, licensing, conduct, or performance of any Company;
• The accuracy of ownership, unit, title deed, or residency data entered by users;
• The condition or safety of any Unit, common area, or shared facility;
• The delivery or timeliness of SMS messages, emails, or push notifications, which depend on third-party networks and providers;
• The content of messages, tickets, ratings, or announcements submitted by users.

14. Limitation of liability

To the maximum extent permitted by the laws of the Kingdom of Saudi Arabia:

1. Jiwar shall not be liable for indirect, incidental, special, consequential, or punitive loss, nor for loss of profit, revenue, business, goodwill, data, or anticipated savings, however arising.
2. Jiwar shall not be liable for any loss, damage, injury, or cost arising from the acts, omissions, negligence, or default of any Company, Union, Owner, Resident, or other user.
3. Jiwar's aggregate liability arising out of or in connection with these Terms and your use of the Platform, whether in contract, tort, or otherwise, shall not exceed the total Subscription fees actually paid to Jiwar for the Union concerned in the twelve (12) months immediately preceding the event giving rise to the claim; where no fees have been paid — including for Unions on the Free Tier and for Companies — liability shall not exceed SAR 1,000.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under Saudi law, including liability for fraud or for death or personal injury caused by our gross negligence or wilful misconduct.

15. Indemnity

You agree to indemnify and hold harmless Jiwar, its affiliates, officers, employees, and agents against any claim, liability, loss, damage, cost, or expense (including reasonable legal fees) arising from:

• Your breach of these Terms or of applicable law;
• Content you submit, including any infringement of third-party rights or breach of the Personal Data Protection Law;
• Inaccurate ownership, unit, residency, or billing-profile data you record or approve;
• Any dispute between you and a Company, a Union, or another user;
• Your misuse of the Platform or of another user's personal data obtained through it.

16. Suspension and termination

16.1 By you

You may stop using the Platform at any time and request closure of your account. Where you represent a Union or Company, closure may be subject to the Subscription terms and to the completion of outstanding obligations.

16.2 By us

We may suspend or terminate access, in whole or in part, with immediate effect where:

• You materially breach these Terms;
• We reasonably suspect fraud, unlawful activity, or a threat to the security of the Platform;
• We are required to do so by a competent authority;
• Continued provision would expose Jiwar or other users to legal or security risk.

Restricted access for non-payment is governed by section 8.8 and is not a termination. Where circumstances permit, we will give notice and an opportunity to remedy.

16.3 Effect of termination

On termination, your right to access the Platform ends. Accrued rights and liabilities survive, as do the provisions on intellectual property, disclaimers, limitation of liability, indemnity, governing law, and any provision that by its nature is intended to survive. Data is retained, exported, or destroyed in accordance with our Privacy Policy and applicable law. Union records that other members are entitled to access may be retained in the Union's community after an individual account is closed, and tax invoices are retained for the period required by law.

17. Regulatory compliance

Jiwar operates in accordance with the applicable laws of the Kingdom of Saudi Arabia, including:

• The Personal Data Protection Law (Royal Decree M/19) and its Implementing Regulations, supervised by the Saudi Data and Artificial Intelligence Authority (SDAIA);
• The regulatory framework of the General Authority for Real Estate (REGA) governing owners associations;
• The E-Commerce Law, including its disclosure, pricing transparency, and consumer protection requirements;
• The Electronic Transactions Law, governing the validity of electronic records and signatures;
• The VAT and e-invoicing regulations issued by ZATCA;
• The Anti-Cyber Crime Law.

Users are responsible for their own compliance with these laws, including a Union's obligations as a controller of its members' personal data and a Company's obligations in respect of its personnel and its licensing.

18. Force majeure

Neither party is liable for failure or delay in performing its obligations (other than payment obligations) where caused by events beyond its reasonable control, including natural disasters, fire, flood, epidemic or pandemic, war, civil unrest, terrorism, strikes, government action, failure of public telecommunications or power networks, internet outages, or failures of upstream cloud, messaging, or payment providers. The affected party will notify the other and use reasonable efforts to resume performance. If the event continues for more than 60 consecutive days, either party may terminate the affected Subscription on written notice.

19. Changes to these Terms

We may amend these Terms to reflect changes in our services, technology, or legal obligations. The current version and its effective date are always available in the Platform and on our website.

We will give at least thirty (30) days' notice of material changes, by in-app notice, push notification, email, or SMS. Continued use after the notice period constitutes acceptance. If you do not accept a material change, you may cancel your Subscription before it takes effect; where you have prepaid for a period that extends beyond that date, we will refund the unused portion on a pro-rata basis.

20. General

• Entire agreement — these Terms, the Privacy Policy, and the details confirmed at checkout constitute the entire agreement between you and Jiwar in relation to the Platform.
• Severability — if any provision is found invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable, or severed, and the remaining provisions continue in full force.
• No waiver — a failure to enforce a provision is not a waiver of the right to enforce it later.
• Assignment — you may not assign these Terms without our written consent. We may assign them to an affiliate or successor on notice.
• No agency — nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between Jiwar and any user.
• Notices — we may give notice through the Platform, by push notification, by SMS to your registered number, or by email. You may give notice through the in-app support channel, by email, or in writing to our registered address.
• Contact — support@jiwarcom.com
• Language — these Terms are published in Arabic and English. In the event of any inconsistency, the Arabic version prevails.

21. Governing law and dispute resolution

These Terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes, are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia.

The parties will first attempt to resolve any dispute amicably through good-faith discussions for a period of thirty (30) days from written notice of the dispute.

If the dispute is not resolved, it shall be submitted to the exclusive jurisdiction of the competent courts and judicial committees of the Kingdom of Saudi Arabia, sitting in Riyadh, without prejudice to the jurisdiction of any specialised committee or authority having mandatory competence over the subject matter — including SDAIA in relation to personal data, REGA in relation to owners associations and real estate matters, and ZATCA in relation to tax.

Nothing in this section prevents either party from seeking urgent injunctive or precautionary relief from a competent court.