Customer Rights

General provisions and conditions for protecting the rights of the beneficiaries

1. The right of the beneficiary to obtain the required service:
   • Dropshop must provide the service to its requester, without any kind of discrimination between the beneficiaries.
   • Dropshop shall provide the service as agreed in the service contract.
   • Dropshop must provide sufficient channels to provide its services, considering the spread and geographical distribution of beneficiaries.
   • Dropshop must clarify the mechanism of work during seasons and holidays.
2. The beneficiary’s right to obtain the service at the agreed price:
   • Dropshop may not charge any money except for the services that the beneficiary requested or agreed to provide.
   • Dropshop may not charge any financial consideration in violation of what is clearly announced and approved by the beneficiary in the service contract.
   • Dropshop shall provide the beneficiary with a clear and correct invoice containing details of any financial consideration required to be paid by the beneficiary.
3. The right of the beneficiary to obtain a guarantee of quality of service:
   • Dropshop must be committed to ensuring the quality of the service provided by it and included in the service contract.
   • Dropshop must provide an electronic means to track parcels, clarify their status, and notify the beneficiary of any updates.
   • Dropshop shall apply the rules and procedures for compensation and return of the financial consideration announced by it in the event of damage, shortage, or loss committed by its employees.
4. The beneficiary’s right to respect his privacy and the confidentiality of his information:
   • Dropshop must maintain the confidentiality of beneficiaries’ information and protect it from infringement by any means, and take all necessary measures to prevent access, viewing, disclosure, publication, or use of it.
   • Dropshop may not disclose beneficiaries’ information unless such disclosure is permitted under a legal justification in accordance with the regulations in force in the Kingdom or based on the express consent of the beneficiary or his official representative.
   • Dropshop must disclose its privacy policy. Defining and defining the purposes of requesting, collecting, and maintaining beneficiary information. It is prohibited to use this information for purposes other than those disclosed.
   • Dropshop must preserve the content of the parcels and not allow those unauthorized by law to view them.
5. The beneficiary’s right of awareness

• • Dropshop is committed to preparing and implementing plans and programs to raise awareness of beneficiaries. Measuring their satisfaction and following up on their opinions and requirements regarding the services provided and their quality.