1. Submitting a complaint
Where possible, submit from the account with the Request number, a specific description and requested outcome. Never send a password, full card number, CVV or unnecessary data.
2. Service targets
Heavyar targets acknowledgement of a complete complaint within two business days and substantive review or resolution within ten business days. These are internal service targets, not fixed statutory deadlines. If more time is reasonably needed, the case stays open, the complainant is informed, and elapsed targets never auto-close it.
3. Evidence and preservation
Keep photos, messages, invoices, handover, inspection, breakdown and incident reports. Deletion of relevant records may be temporarily restricted for investigation or legal duty.
4. Review and outcome
Heavyar may request responses and compare them with system state, commercial snapshots and verified payment. It may close a case, request correction, restrict an account or refer the matter, without issuing judgment or guaranteeing compensation.
5. Fraud and abuse
Fake accounts, forgery, stolen equipment, payment fraud and manipulated ratings are handled according to risk. Accounts may be restricted, evidence preserved and authorities notified where justified.
6. Equipment, incidents and insurance
Danger, injury, damage or theft must be reported promptly to the authority, insurer and counterparty. Heavyar records may assist but do not replace police, expert or insurer determinations.
7. Payments and chargebacks
Heavyar reviews server status and available Tap records. Card-issuer and Tap channels remain available, and fraudulent chargebacks after proper service are prohibited. An internal entry does not prove refund or payout.
8. Authorities and separate channels
A matter may be taken to the Ministry of Commerce, SDAIA, police, traffic, regulator or competent Saudi court. Support need not be exhausted where a direct right or emergency exists.
9. Privacy and rights
Complaints use minimum necessary disclosure while preserving response and mandatory rights. Do not publish another person's data; contact the email below with the Request reference.
Contact and complaints
Contact Heavyar Support at heavyar.official@gmail.com. Do not send passwords or full payment-card details.