Terms and conditions

Provide accurate information, keep your phone number and address current, and review the product, quantity, price, and address before confirming. Your account is personal. You are responsible for protecting passwords and verification codes and must tell us promptly about suspected unauthorised access. Fake accounts and accounts used to evade a previous suspension are not allowed.

A seller must have the status and licences required for its activity and provide accurate store, verification, and bank information. It must keep stock and prices current, prepare orders on time, issue required invoices, handle complaints and returns, and not move a sale outside the platform to avoid agreed fees or customer protections. We may ask for further verification or pause a listing until it is complete.

The seller must clearly state the product name, weight, origin, ingredients, condition, price, and any applicable tax or fee, and must not use misleading photos or descriptions. The final price and shipping charge appear before confirmation. Adding an item to the cart does not reserve it. If there is an obvious price or stock error, we will notify the customer, cancel the affected item, and refund any amount paid for it.

The seller is responsible for food safety and for accurately stating origin, production and expiry dates, storage instructions, and allergens where relevant. A seller must not claim that a product treats disease or make an unauthorised medical claim. Natural variation in colour or texture is not by itself a defect where the description is accurate. Platform content and the honey guide are general education, not a substitute for medical advice.

Available payment methods appear at checkout. Payments and seller settlements are handled through a payment provider approved for that purpose. HoneySouq does not receive the product price as the seller and does not ask customers to send order payments to a personal account. The payment provider may decline a transaction or ask for further verification under its rules. When a refund is due, it is returned through the payment provider to the original method where possible. The time it takes to appear depends on the bank or payment provider.

The estimated cost and time depend on the seller, address, and transport method. The customer must provide a correct address and contact number and make delivery possible; the seller must package the item for its nature. Custody passes according to recorded handovers, but this does not remove the customer's rights if an item arrives damaged or not as described. If delay passes the agreed or statutory period, the customer keeps all rights provided by law.

A customer may request a return within seven days of receipt where the product has not been used and remains in its original condition and packaging, subject to exceptions allowed by law for certain goods. The customer's rights remain where an item is defective, damaged, counterfeit, or different from what was ordered. An opened food product may be non-returnable for safety reasons unless the defect or non-conformity existed before delivery. The party at fault bears return costs after evidence is reviewed.

Subscription fees, commission, any required charge, and settlement timing are shown before a seller accepts a plan or transaction. The payout waiting period starts only when delivery to the customer is recorded and the customer has actually received the order; it does not start when the customer pays, the order is created, or the order is shipped. After seventy-two full hours from confirmed delivery, the order amount becomes available for a payout request, provided the customer has not made a complaint or return request and the payment is not disputed. Settlement is carried out through the approved payment provider, and bank transfer may take additional time. This timing does not remove the customer's right to return within the applicable period. If a return or refund is accepted after the amount becomes available, the seller remains responsible for it and the amount may be deducted from a later balance or requested back. The amount relating to a disputed order remains on hold until the complaint is decided, without holding unrelated cleared balances.

You keep ownership of content you post and give us limited permission to display and use it to operate and promote the relevant store or product within HoneySouq services. You must have the right to post it and must not violate another person's privacy, brand, or rights. Reviews must reflect a real experience. We may hide abusive, misleading, secretly paid, or privacy-invasive content, and its author may appeal through support.

Use conversations only for product and order matters. Never send a password, card number, or document the order does not need. We may review a conversation following a report, dispute, or safety concern. We may ask for photos of the package or product or proof of delivery. We help the customer and seller seek a fair solution, without preventing either party from contacting a competent authority.

Fraud, impersonation, money laundering, manipulated reviews or orders, unsafe, prohibited, or counterfeit goods, misleading medical claims, harassment, scraping personal data, disrupting the service, and attempts to bypass security are prohibited. Commercial reuse of platform content also requires permission. Where there is a reasonable concern, we may remove content, stop a transaction, preserve evidence, and notify the competent authority.

You can request account closure in settings, but open orders, balances, and disputes remain until settled. We may temporarily restrict an account or store to protect users or investigate a suspected breach. Where law or an investigation does not prevent it, we explain the reason and available appeal. A serious or repeated breach may lead to closure, while undisputed funds are returned unless law prevents it.

We take reasonable care to keep the platform available and orders protected, but the service may pause for maintenance or because of a communications, payment, or other event beyond our control. We do not guarantee a claim made by an independent seller. Nothing in these terms excludes responsibility imposed by law or reduces statutory consumer rights. Tell us quickly about a problem so we can limit harm and trace the order.

These terms are governed by the laws of Saudi Arabia. Start a complaint in the support centre or email support@honeysouqhub.com with the order number and a short explanation. We will try to resolve it fairly within a reasonable time. You may still complain to the Ministry of Commerce, the Saudi Data and AI Authority for data matters, or another competent authority. Saudi courts have jurisdiction unless the law requires a different route.

We may update these terms for a new service or a change in law. We show the update date and, where possible, notify you before a material change takes effect. A new term will not reduce a right that already arose from a completed order. Continued use after the effective date means acceptance; if you disagree, you may stop using the platform and request account closure.