Terms of Service

1. Who We Are

Zabbitna Company is registered in the Kingdom of Saudi Arabia under Commercial Registration number 7054848077 and is referred to in these terms as "Zabbitna". Zabbitna operates a booking platform for home services in the Eastern Province; it does not itself perform any service listed on the site, and every service is carried out by an independent verified provider. In these terms, "the provider" is the independent business to which Zabbitna passes your booking and whose technician carries out the service, and "the arrival window" is the two-hour period you choose at booking. Contact us on WhatsApp at 054 634 2837 or by email at hello@zabbitna.com. By using the site or confirming any booking through Zabbitna you confirm that you are an adult with legal capacity to contract, and you agree to these terms and to the privacy policy published on the site.

2. What Zabbitna Does

Zabbitna acts for independent providers in three capacities only: marketing agent, booking agent and limited payment collection agent. It lists their services on the site, receives and confirms your booking requests and passes them to the provider, then collects payment on the provider's behalf. Zabbitna does not perform any service itself, does not employ the technicians and does not issue warranties on the work. What Zabbitna owes you directly is the set of platform promises in section 7.

3. The Service Contract

Bookings are made via the website or WhatsApp. When Zabbitna confirms your booking, the service contract is formed directly between you and the provider to which Zabbitna passes your booking. The provider is responsible for performing the service to the scope published on the site, for its technicians, for any warranty on the work and for any damage or defect in the work. The confirmation message carries the arrival window and the price. The provider is identified to you by its trading name when the service is carried out and on any warranty or document it issues, and you can ask Zabbitna for its name after confirmation. Zabbitna is not a party to the service contract.

4. Provider Verification

Before listing any provider on the platform, Zabbitna verifies the following:

Commercial Registration, with the registered activity matched to the service offered.

Municipal licence, where the activity requires one.

Technicians employed under the provider's own sponsorship.

An in-person inspection of the provider before listing.

After listing, Zabbitna tracks customer ratings and arrival times, and removes from the platform any provider whose rating falls below 4.5 out of 5. Verification reduces risk but does not remove it, and Zabbitna does not supervise the work on site.

5. Prices and Payment

Each package has a fixed price, shown on the site in Saudi riyals and inclusive of all fees. The price you see at confirmation is the price you pay, with nothing added. No cash, ever: you'll receive a secure payment link to confirm your booking. Your payment is authorised at booking and only captured once the job is complete. The payment is released to your provider 24 hours after the job is recorded as complete, unless you raise a note in that time. From the moment it is captured, payment made to Zabbitna discharges your payment obligation to the provider in full, and nothing falls on you if its transfer to the provider is delayed.

6. Cancellation and Rescheduling

You can cancel or reschedule free of charge up to 12 hours before your scheduled arrival window, with a full refund. If you cancel within this period and your payment has not yet been captured, nothing is taken from you and the hold is released. Within 12 hours of the window, one free reschedule is allowed; cancellations incur a ⃁ 50 fee deducted from your refund. If your payment has not yet been captured, only the fee is taken and the rest of the hold is released. The late-cancellation fee (⃁ 50) goes to your provider. Reschedule or cancel via WhatsApp or the cancellation link in your confirmation message. If your provider does not arrive within the agreed two-hour arrival window, you pay nothing, and you choose between a new booking with the same or another verified provider and a full refund.

7. Zabbitna's Platform Promises

These are Zabbitna's direct commitments to you, and they cover only what Zabbitna actually controls:

Verified providers: we verify every provider before listing it on the platform, as set out in section 4.

Fixed price: the price you see at confirmation is the price you pay, and nothing is added at checkout.

Payment held until the job is done: we hold your payment, and it is released to your provider 24 hours after the job is recorded as complete, unless you raise a note in that time.

Arrival window commitment: you choose a two-hour arrival window at booking and it is stated in your confirmation message, we track your provider's arrival against it, and we remove providers who miss it repeatedly.

Return-visit arrangement: for AC cleaning, if you are not satisfied with the result, we arrange a free return visit within 14 days, with the same or another verified provider. For tank cleaning, we arrange the same return visit if there is an unusual taste or colour within 14 days, or the published steps were not delivered. For other services, each service page states the return-visit period that applies to it and what triggers it. Ground-tank waterproofing carries no return visit: it is covered by the provider's written warranty and its free inspection visit, as set out in section 8. Providers are obliged to carry out the return visit under their agreement with Zabbitna, and Zabbitna's promise is to arrange it.

Refund mediation: if a return visit is not possible or you do not accept it, we refund you to the payment method you used, as set out in section 9.

Continuity on long warranties: if your provider leaves the platform during an active warranty, Zabbitna will use reasonable efforts to arrange an assessment by another verified provider; this does not mean Zabbitna takes on the warranty itself.

Warranty cleaning reminder: we remind you before each year's periodic tank cleaning falls due, so that your provider's ground-tank waterproofing warranty stays valid.

8. Warranties

Warranties on the work are issued by the provider, in the provider's name and on the provider's certificate; Zabbitna issues no warranty on the work and does not carry one. Zabbitna requires these warranties under its agreement with providers, keeps a copy of every certificate and helps you enforce the warranty when needed. Ground-tank waterproofing: a written warranty from the provider by package (5 years for Essential, 8 years for Crack Treatment and 12 years for Full Tank Reconditioning), covering workmanship and the water-tightness of the treated surfaces; it does not cover damage from ground settlement, structural movement or third-party modifications, and it includes a free inspection visit for any concern during the warranty period. Your provider requires the tank to be washed every 6 to 12 months with proof kept, and at least one of those washes each year must be booked through Zabbitna, for the warranty to stay valid. Ground-tank waterproofing is not covered by the return-visit arrangement in section 7: the written provider warranty and the free inspection visit are its cover. Services other than ground-tank waterproofing carry no written provider warranty unless the service page says otherwise, and each service page states the return-visit period that applies to it and what triggers it.

9. Complaints and Refunds

If you have a concern about the service or damage occurs during it, tell Zabbitna on WhatsApp. For AC cleaning and tank cleaning, tell us within 14 days of the service date; for other services, within the return-visit period stated on that service's page; and for ground-tank waterproofing, within the warranty period. We contact your provider and arrange a free return visit where the return-visit trigger for your service, set out in section 7, is met; for ground-tank waterproofing we arrange the free inspection visit under the provider's written warranty in section 8. Your provider is responsible for any damage caused during the service and will repair it or compensate you. We follow it up with you and with them until it is resolved. If a return visit is not possible, or you do not accept it, or the problem remains after it, we refund you through the online payment gateway, back to the payment method you used. The refund is the full price of the booking, we start it within 5 working days of accepting it, and it may take further time to show in your account depending on your bank or card issuer.

10. Your Obligations

So that the service can go ahead on time, we ask you to give an accurate address and clear access notes when booking, and to tell us about any known issue such as leaks, cracks or existing faults. On the day of the service we ask you to give access to the AC units or the tank within the agreed two-hour arrival window, to have water and power available and to have an adult present at the property for the whole service. If the service cannot go ahead when the technician arrives because any of these is missing, it counts as a cancellation within 12 hours and the fee in section 6 applies, unless you agree an alternative appointment with the provider.

11. Liability

The provider is liable for the service, for its technicians and for any damage or defect in the work, and will repair any damage caused during the service or compensate you; we follow it up with you and with them until it is resolved. Zabbitna is liable for the platform promises in section 7 and for handling your payment. Zabbitna is not liable for the provider's acts or omissions beyond those promises. In all cases, these terms do not limit any right you have under the consumer protection and e-commerce laws or any other law in force in the Kingdom, and those rights apply whatever these terms say.

12. Data

13. Governing Law and Disputes

These terms are governed by the laws of the Kingdom of Saudi Arabia. Any complaint goes to Zabbitna first, on WhatsApp, and we seek to resolve it amicably. If an amicable resolution is not possible, you may refer the matter to the competent authority in the Kingdom. Nothing here prevents you from going directly to the courts or the competent authority in the Kingdom at any time.

14. Changes to These Terms

We may update these terms from time to time. We notify you of any material change on the site or by WhatsApp before its effective date, and the change applies to bookings made after that date. The current version is always published on this page with its last-updated date.

15. Using the Site

The site's content and the "Zabbitna" mark are protected by intellectual property laws. You may use the site to enquire and book for personal use; you may not use it, or anything shown on it, for any commercial purpose or in a way that interferes with its operation.