Terms & Conditions

NewSouq Terms and Conditions & E-Commerce Policies

1. Introduction

Welcome to NewSouq, an online marketplace that provides customers with access to a wide range of products offered directly by NewSouq and by independent third-party sellers.

NewSouq aims to provide a convenient, secure, transparent, and reliable online shopping experience.

These Terms and Conditions govern access to and use of the NewSouq website, customer accounts, purchasing activities, seller services, and other related features.

By accessing, registering with, purchasing from, or selling through NewSouq, users agree to comply with these Terms and Conditions and all applicable policies.

Nothing in these Terms and Conditions limits or excludes any mandatory consumer rights provided under the laws of the Kingdom of Saudi Arabia.

2. Definitions

For the purposes of these Terms and Conditions:

  • NewSouq: The online marketplace and its legal operating entity, as applicable.

  • Platform: The NewSouq website and associated digital services.

  • Customer: Any individual or entity browsing or purchasing products through NewSouq.

  • Seller: An independent merchant or business authorized to offer products through NewSouq.

  • Product: Any physical product, digital product, or service permitted to be offered through the Platform.

  • Order: A purchase request submitted by a Customer through the Platform.

  • User: Any individual or entity accessing or using the Platform.

  • Content: Product information, descriptions, images, reviews, trademarks, and other materials displayed on the Platform.

3. Acceptance of Terms

By using NewSouq, Users acknowledge that they have read and accepted these Terms and Conditions.

Users must comply with applicable Saudi Arabian laws and regulations.

NewSouq reserves the right to update these Terms and Conditions when necessary for legal, regulatory, operational, or business reasons.

Material changes will be communicated where required by applicable law.

Updated Terms and Conditions will be published on the Platform with the applicable effective date.

4. User Registration and Accounts

Users must provide accurate, complete, and current information when registering an account.

Users are responsible for maintaining the confidentiality of their account credentials and passwords.

Users must promptly notify NewSouq of suspected unauthorized access or security incidents involving their accounts.

The following activities are prohibited:

  • Creating fraudulent or misleading accounts.

  • Impersonating another individual or business.

  • Using unauthorized payment methods.

  • Conducting fraudulent transactions.

  • Engaging in illegal or abusive activities.

  • Attempting to compromise the Platform's security.

NewSouq may suspend, restrict, or terminate accounts for legitimate reasons, subject to applicable laws and contractual obligations.

Users may request account closure and deletion of personal data in accordance with applicable legal requirements.

5. Marketplace and Direct Sales

NewSouq operates under a hybrid e-commerce business model.

5.1 Products Sold Directly by NewSouq

Certain products are sold directly by NewSouq.

For these transactions, the relevant NewSouq operating entity acts as the Seller and is responsible for fulfilling its applicable legal and contractual obligations.

5.2 Products Sold by Third-Party Sellers

Independent Sellers may list and sell products through the NewSouq Platform.

The Seller's identity will be displayed where required, including on relevant product or order information.

Independent Sellers are responsible for complying with applicable obligations relating to their products, descriptions, fulfillment, warranties, and consumer rights.

NewSouq may facilitate payments, customer support, logistics, returns, and dispute resolution for transactions involving third-party Sellers.

The designation of a Seller as independent does not exclude any legal responsibilities imposed on NewSouq.

6. Product Listings and Information

NewSouq and its Sellers must provide accurate and sufficiently detailed information about products offered for sale.

Product listings may include:

  • Product name and description.

  • Product images.

  • Technical specifications.

  • Product condition.

  • Available variations.

  • Price and applicable taxes.

  • Warranty information, where applicable.

  • Estimated delivery information.

  • Seller identification.

Sellers must not publish false, misleading, or deceptive product information.

Product images are intended to represent the actual product, although minor differences may occur where clearly disclosed and legally permissible.

7. Pricing and Availability

Product prices are displayed in Saudi Riyals (SAR), unless otherwise clearly stated.

Applicable taxes, shipping charges, and mandatory fees will be disclosed before the Customer confirms an Order.

Prices and product availability may change before an Order is completed.

Confirmed transactions are subject to the applicable contractual terms and consumer protection requirements.

If a material pricing or availability error is discovered, NewSouq will contact the Customer and handle the matter in accordance with applicable laws.

8. Orders and Purchase Confirmation

Customers may place Orders by selecting products, providing delivery details, and choosing an available payment method.

After submission, NewSouq will provide electronic confirmation containing relevant Order information.

Order processing may be subject to payment verification, inventory availability, fraud prevention checks, and applicable legal requirements.

If an Order cannot be fulfilled, the Customer will be notified and any applicable refund will be processed in accordance with the law.

9. Payment Policy

NewSouq supports the payment methods displayed during checkout.

Payments may be processed through authorized third-party payment service providers.

For marketplace transactions, NewSouq may facilitate payment collection and settlement on behalf of participating Sellers under applicable contractual and regulatory arrangements.

Customers must use valid and authorized payment methods.

Fraudulent payments, unauthorized transactions, and misuse of payment systems are prohibited.

Invoices and applicable tax documents will be issued by the legally responsible entity in accordance with Saudi Arabian tax requirements.

10. Shipping and Delivery Policy

NewSouq provides shipping and delivery services directly or through Sellers and third-party logistics providers.

Shipping costs and estimated delivery times will be communicated before Order confirmation.

Delivery times may vary depending on:

  • Customer location.

  • Product availability.

  • Seller processing time.

  • Shipping provider.

  • Product size and characteristics.

  • Operational circumstances.

Customers must provide accurate delivery addresses and contact information.

NewSouq will communicate material delivery delays and address affected Orders in accordance with applicable consumer protection laws.

Customers retain their statutory rights concerning delayed or failed delivery, including contract termination and refunds where legally applicable.

Damaged, missing, or lost shipments will be investigated and resolved in accordance with the relevant legal and contractual responsibilities.

11. Cancellation Policy

Customers may request Order cancellation through their NewSouq account or Customer Support.

Cancellation requests submitted before dispatch will be assessed according to the Order's processing status and applicable legal rights.

Orders that have already been dispatched may need to be handled under the Returns and Refunds Policy.

NewSouq and Sellers must honor any mandatory cancellation rights provided by applicable law.

12. Returns and Exchanges Policy

NewSouq is committed to respecting Customers' rights under the Saudi Arabian E-Commerce Law and other applicable regulations.

Where the statutory right applies, Consumers may terminate an eligible e-commerce contract within seven days from receiving the product, provided the product has not been used or benefited from, subject to legally prescribed exceptions.

Certain products and transactions may be excluded from this right under applicable law, including qualifying customized products and other legally specified categories.

These exceptions do not remove the Customer's rights regarding defective, damaged, or materially misdescribed products.

Return Procedure

  1. Submit a return request through the Customer account or Customer Support.

  2. Select the relevant Order and Product.

  3. Provide the reason for the return.

  4. Submit supporting information where reasonably necessary.

  5. Follow the return instructions provided.

  6. Receive the applicable refund or exchange following verification of eligibility.

Return shipping charges, where applicable, will be disclosed and applied consistently with statutory consumer rights.

13. Refund Policy

Eligible refunds will generally be processed through the original payment method where possible.

Alternative refund methods may be used with the Customer's agreement and in accordance with applicable law.

The time required for funds to appear in the Customer's account may depend on the payment provider or financial institution.

Refunds will be processed within applicable legal time limits.

If an Order cannot be fulfilled because a Product is unavailable or the transaction cannot be completed, any amount legally due to the Customer will be refunded.

Store credit will not be imposed as a substitute for a legally required monetary refund without the Customer's valid agreement.

14. Warranty and Defective Products

Products may be covered by statutory warranties, manufacturer warranties, or additional commercial warranties, depending on the Product and applicable regulations.

Warranty information will be disclosed where required.

Customers may submit claims concerning defective products, manufacturing faults, or products that do not conform to the agreed description or specifications.

Commercial warranty terms do not override mandatory statutory consumer rights.

NewSouq may assist Customers in communicating with Sellers, manufacturers, or authorized service providers.

15. Third-Party Seller Policy

Sellers must meet the registration and verification requirements established by NewSouq.

Sellers are responsible for maintaining accurate business information and obtaining the licenses and approvals required for their activities.

Sellers agree to:

  • Offer lawful and authentic products.

  • Provide accurate descriptions and prices.

  • Maintain appropriate inventory information.

  • Fulfill Orders within agreed timeframes.

  • Comply with consumer protection requirements.

  • Honor applicable return, refund, and warranty obligations.

  • Issue required invoices and comply with applicable tax laws.

  • Protect Customer information.

  • Respect intellectual property rights.

  • Avoid misleading advertising and fraudulent transactions.

Seller commissions, service charges, settlement arrangements, and additional commercial obligations will be governed by a separate Seller Agreement.

16. Prohibited and Restricted Products

NewSouq prohibits the listing or sale of products that violate the laws and regulations of the Kingdom of Saudi Arabia.

Prohibited or restricted listings may include:

  • Counterfeit or stolen products.

  • Illegal goods or services.

  • Products that infringe intellectual property rights.

  • Products requiring licenses or approvals that have not been obtained.

  • Unsafe or unlawfully marketed products.

  • Other products prohibited under applicable regulations.

NewSouq may remove prohibited listings, suspend Seller privileges, or take other appropriate action in accordance with applicable laws and agreements.

17. Promotions and Discounts

Promotional offers are subject to their published terms, eligibility requirements, and validity periods.

NewSouq and its Sellers must clearly disclose material promotional conditions.

False or misleading discounts and pricing practices are prohibited.

Changes to promotions will not unlawfully affect Customers' rights under valid confirmed transactions.

18. Customer Reviews and Ratings

Customers may submit reviews and ratings reflecting genuine experiences with Products and Sellers.

Reviews must not contain:

  • Fraudulent or fabricated claims.

  • Threats or abusive language.

  • Unlawful or defamatory content.

  • Unauthorized personal information.

  • Misleading commercial promotions.

NewSouq may moderate or remove content that violates its published rules or applicable laws.

Negative reviews will not be removed solely because they express dissatisfaction.

19. Privacy and Personal Data Protection Policy

NewSouq respects the privacy of its Users and is committed to processing personal data in accordance with the Saudi Personal Data Protection Law (PDPL) and applicable regulations.

19.1 Personal Data Collected

Depending on the services used, NewSouq may collect:

  • Full name.

  • Email address.

  • Mobile phone number.

  • Shipping and billing addresses.

  • Account information.

  • Order and transaction records.

  • Customer Support communications.

  • Device and technical information.

  • Website usage information.

Payment information may be processed by authorized payment service providers under the applicable arrangements.

19.2 Purposes of Processing

Personal data may be processed for purposes including:

  • Creating and managing accounts.

  • Processing and fulfilling Orders.

  • Facilitating payments.

  • Coordinating shipping and delivery.

  • Providing Customer Support.

  • Preventing fraud and unauthorized activity.

  • Meeting legal and regulatory obligations.

  • Improving Platform functionality.

  • Providing marketing communications where lawfully permitted.

Processing will be based on the appropriate lawful basis under applicable data protection requirements.

19.3 Sharing Personal Data

NewSouq may share necessary personal data with:

  • Third-party Sellers.

  • Shipping and logistics providers.

  • Payment service providers.

  • Technology and hosting service providers.

  • Customer Support service providers.

  • Government or regulatory authorities where legally required.

Data sharing will be limited to legitimate purposes and subject to applicable safeguards.

19.4 Data Retention

Personal data will be retained only for periods necessary to fulfill lawful purposes or meet applicable legal obligations.

When retention is no longer required, data will be deleted or anonymized in accordance with applicable regulations.

19.5 Data Subject Rights

Subject to applicable legal requirements, Users may exercise rights relating to:

  • Being informed about personal data processing.

  • Accessing their personal data.

  • Obtaining copies of their personal data.

  • Requesting correction or updating.

  • Requesting destruction of personal data where applicable.

  • Withdrawing consent where consent is the applicable legal basis.

Requests may be submitted using the official privacy contact information.

19.6 International Data Transfers

Any transfer of personal data outside Saudi Arabia will be conducted only in accordance with applicable legal requirements and safeguards.

19.7 Data Security

NewSouq implements appropriate technical and organizational measures intended to protect personal data against unauthorized access, disclosure, alteration, loss, or misuse.

No online system can guarantee absolute security.

20. Cookies Policy

NewSouq may use cookies and similar technologies to operate and improve the Platform.

These may include:

Essential Cookies: Required for website functionality, security, account access, and shopping cart operations.

Analytics Cookies: Used to understand website performance and improve the shopping experience.

Preference Cookies: Used to remember selected settings and preferences.

Marketing Cookies: Used for advertising and marketing purposes where legally permitted.

Where required, Users will be provided with appropriate information and choices regarding non-essential cookies.

21. Intellectual Property Policy

All trademarks, logos, website designs, software, and original content belong to their respective legal owners.

Users and Sellers must not reproduce, distribute, or commercially exploit protected materials without authorization or another lawful basis.

Sellers warrant that they possess the necessary rights to publish their product descriptions, images, and trademarks.

NewSouq may investigate and remove content that infringes intellectual property rights.

22. Complaints and Dispute Resolution

Customers may submit complaints concerning:

  • Products and product descriptions.

  • Payments and refunds.

  • Shipping and delivery.

  • Returns and exchanges.

  • Warranty claims.

  • Seller conduct.

  • Account or service issues.

NewSouq will review complaints and coordinate with the relevant parties to seek an appropriate resolution.

Internal complaint procedures do not restrict Customers from exercising their rights before competent regulatory or judicial authorities.

23. Limitation of Liability

NewSouq seeks to maintain reliable and secure services but cannot guarantee uninterrupted availability under all circumstances.

Service interruptions may occur due to maintenance, technical failures, or events outside reasonable operational control.

The responsibilities of NewSouq and independent Sellers will be determined according to their respective roles, contractual obligations, and applicable laws.

Nothing in these Terms and Conditions excludes liability that cannot lawfully be excluded or limits mandatory consumer rights.

24. Suspension and Termination

NewSouq may restrict, suspend, or terminate access to the Platform where justified by:

  • Fraudulent activity.

  • Material violations of these Terms.

  • Security threats.

  • Illegal transactions.

  • Repeated violations of Seller obligations.

  • Applicable legal or regulatory requirements.

Such actions will be carried out in accordance with applicable law and contractual rights.

Termination does not automatically eliminate existing payment, refund, warranty, or other legal obligations.

25. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws and regulations of the Kingdom of Saudi Arabia.

Disputes shall be subject to the competent courts or legally authorized dispute resolution bodies, in accordance with applicable mandatory jurisdiction rules.

Important Legal Notice

These Terms and Conditions are intended as a general policy framework for NewSouq, operating as a hybrid online marketplace and direct retailer in Saudi Arabia.

Before publication, the Platform operator should confirm its legal registration details, actual payment and fulfillment arrangements, Seller Agreement, applicable consumer return rights, and data processing practices.

A separate detailed Privacy Notice and Seller Agreement may be required to fully document the Platform's operational and legal obligations.

Nothing in these policies shall override mandatory rights established under applicable Saudi Arabian law.