Aamel

Terms and Conditions of the Aamel Platform

Last updated: 20 August 2026

This is a translation. If it differs from the Arabic text, the Arabic text applies.

Welcome to Aamel. Please read these terms and conditions carefully before registering or requesting any service through the platform. Creating an account, using the platform, submitting a service request or accepting an offer means you agree to these terms and conditions.

1. Definitions

For these terms, the following words have the meanings given next to them:

2. What Aamel is

Aamel is a technical platform that connects customers with independent service providers. It does not supply labour itself and is not a labour supply or labour operating company, unless expressly stated otherwise for a specific service.

The platform's role is limited to making it easier for platform users to search, communicate, book, pay and manage requests.

By using Aamel alone, a service provider is not:

A service provider appearing on the platform is not a guarantee by Aamel of any particular result, except to the extent the platform expressly states.

The service is carried out by the service provider according to the request and the agreement made with the customer through the platform.

3. Scope of services

The platform covers general tasks and services permitted by applicable regulations, such as:

Aamel may not be used to request work that needs a licence or special professional qualification, unless the platform has made that category available lawfully and the service provider meets its requirements.

4. The relationship between customer and provider

When the customer accepts a service provider's offer or confirms a booking, the relationship for carrying out the task is formed between the customer and the service provider, according to the details of the request and the booking.

Aamel is not a direct party to carrying out the task itself; it provides the technical infrastructure that helps both parties make and manage the arrangement.

Each party is responsible for the accuracy of the information they provide and for complying with the regulations and with the agreement made through the platform.

5. The customer's responsibility for describing the task

The customer must give a correct and clear description of the task before sending the request, including, depending on the nature of the service:

If the actual work differs materially from the description given in the app, the service provider may refuse the additional work or ask, through the platform, to change the duration or value of the booking.

No additional amount may be charged to the customer without the customer's consent through the platform.

6. Booking by the hour

The service provider is booked for a set period that the customer chooses before confirming the request.

The booking value is due for the booked period, not only for the time the customer actually chose to use, because the service provider set aside the agreed period for the customer and could not offer it for other bookings.

So, if a customer books a service provider for five hours and the task ends after two hours, the early finish does not automatically reduce the booking value, and the agreed amount for the booked period remains due, unless the cancellation or refund policy or a specific offer says otherwise.

Example:

5 hours × 50 riyals = 250 riyals

If the work ends after two hours at the customer's request, or because there is no further work within the scope of the request, the booking total stays 250 riyals.

This condition is shown clearly to the customer before the booking is confirmed.

7. Going over the booked time

If the task continues past the booked period with the customer's consent, the extra time is charged at the rate applied to the booking, or at the rate shown to the customer before they agree to the extension.

Example:

The customer booked:

1 hour × 50 riyals

and the work continued for one extra hour with their consent. The total becomes:

2 hours × 50 riyals = 100 riyals.

Whenever possible, an extension should be confirmed in the app before the extra time starts.

A service provider may not extend the working time on their own in order to increase the value of the request.

8. When time starts and ends

Service time starts at the time set in the booking, or when the start of the task is confirmed in the app, according to the method the platform adopts.

The service provider must record the following in the app:

Arrival → Task start → Task end

The platform may use the electronic records, request data, timings, location and messages available to it to check disputes about service time.

9. Lateness

If the service provider is late for the agreed time, the late time may not be charged to the customer as working time.

If the service provider arrives on time and the work cannot start because of the customer, the site, or the task not being ready, the waiting time may be counted within the booking period, according to the policy shown to the customer when booking.

10. Property and personal belongings

The customer is responsible for safeguarding their money, jewellery, documents, devices, personal belongings and valuables at the service location.

Before the service provider arrives, the customer is advised to keep valuable and sensitive items in a safe place and not to leave money, documents or high-value property unattended.

If any property is claimed to be lost, damaged or stolen, the customer must report it to the platform immediately and provide the information and evidence available.

The platform may suspend the service provider's account, investigate the incident and cooperate with the competent authorities whenever the law requires.

Nothing in this article affects any rights or responsibilities that the law places on any party.

11. Damage during the service

The service provider must take ordinary care while carrying out the task.

If damage occurs, work must stop where necessary, and the incident must be documented and reported to the customer and the platform.

Claims are considered according to the circumstances of the incident, the available evidence, and the applicable regulations and policies.

Aamel is not responsible for the service provider's work merely because the contact or booking was made through the platform, except to the extent that liability rests with the platform under applicable regulations or results from the platform's own error.

12. Safety of the work site

The customer is responsible for providing a suitable and safe environment for the task and for telling the service provider in advance about any known risks.

The service provider may refuse or stop the task if it reasonably appears to them that it:

13. Communication between the parties

Messages about a request should go through the communication tools the platform provides, whenever these are available.

The platform may protect both parties' privacy by:

Using the platform to obtain the other party's details and then completing the arrangement outside it, to get around the platform's fees or rules, is prohibited.

14. Payment

Before confirming the booking, the customer agrees to:

No fees that were not shown to the customer are charged unless the customer agrees to them, or they are due under announced terms the customer agreed to in advance.

15. Cancellation and refunds

The customer may cancel a request according to the cancellation policy shown in the app.

The refund may vary depending on:

The cancellation and refund policy applies subject to statutory rights that cannot be waived by agreement.

16. User conduct

Customers and service providers must not:

Aamel may suspend, restrict or cancel an account where there is a violation, according to the platform's policies and applicable regulations.

17. Ratings

After the task ends, the customer may rate the service provider, and the service provider may also rate their experience with the customer if the platform allows it.

Ratings must be based on real experience and must not include abuse, personal information or content that breaks the law.

18. Disputes and complaints

If there is a disagreement, the user must inform Aamel through its support channels and provide the information available, such as:

Aamel may review the available information and try to help resolve the dispute between the parties.

This does not prevent either party from going to the competent authorities under applicable regulations.

19. Limits of the platform's liability

Aamel provides a technical service for connecting users and managing their dealings.

To the extent the law allows, the platform is not liable for damage resulting directly from an independent act of the customer or the service provider outside the platform's control.

However, nothing in these terms is to be read as relieving Aamel of a liability that the law does not allow to be excluded or limited.

20. Data protection and privacy

Aamel processes users' data for the purposes needed to run the platform, such as:

Data processing is governed by a separate privacy policy, in line with the regulations in force in the Kingdom of Saudi Arabia.

21. Changes to these terms

Aamel may amend these terms when needed, and will notify users of material changes by the available means and as the law requires.

Continued use of the platform after an amendment takes effect is subject to the updated terms, with due regard to the user's statutory rights.

22. Governing law

These terms are governed by and interpreted under the laws of the Kingdom of Saudi Arabia.

Any dispute relating to use of the platform is subject to the judicial or competent authorities in the Kingdom of Saudi Arabia.