Complaints and Support Policy

Complaints and Support Policy 1. Contact channels Ghayth accepts support requests and complaints through support@ghayth.com.sa and approved in-platform channels. Support staff should not request passwords, secrets or sensitive card data through channels not designed for them. 2. Request record Where the dedicated support system is used, the request or complaint is assigned a reference and records the receipt date, status, priority and responsible team or owner so actions and decisions can be followed. 3. Priority classification Cases are prioritised according to operational and security impact and the number of affected users or branches. Response and resolution targets vary by plan and incident type. A Service Level Agreement applies only when expressly included in the subscription. 4. Information required Ghayth may request information necessary for diagnosis such as establishment, branch or order reference, issue time, screenshots or technical logs. Users should avoid sending personal data or secrets that are not necessary for investigation. 5. Privacy complaints Personal-data and rights requests are routed to support@ghayth.com.sa or the dedicated privacy process and handled under the Privacy Policy and data-subject request procedures. 6. Security incidents Reports that indicate possible compromise, data leakage or unauthorised access are classified for security protection and investigation and may trigger incident-response and statutory-notification procedures. 7. Escalation If a complaint is not resolved at first level, it may be escalated internally to support leadership, management, privacy, security or commercial teams depending on the issue. Internal escalation does not restrict any statutory right to approach a competent authority or court. 8. Records and confidentiality Ghayth retains the necessary action, decision and correspondence record under the Retention and Deletion Policy. Complaint data is shared only with those who need it for resolution or legal compliance. 9. Contact Support and complaints: support@ghayth.com.sa Privacy: support@ghayth.com.sa