FAQ

1. What is Maatloob platform?

“Maatloob” is an online platform that is an intermediary between the services providers on one hand and the clients on the other hand where it allows the clients to communicate with the service providers registered in the platform and to benefit from their service.

 

2. What are “Maatloob” platform services?

The platform allows the client to open a service order via the platform for ordering the service he wants and which must match with terms and conditions and the service provider can show his offer in connection with the client’s project.

 

3. Is there a specific age required to use the platform?

It shall be stipulated as for the user of the platform “Maatloob” to be 18 years old or more and to have the legal capacity necessary for the conclusion of the contracts and not to have any of the impediments of capacity and we shall not be responsible for verifying the capacity of any user of the platform.

 

4. How do I communicate with service providers?

The platform allows the client to browse the personal and to have access to their assessments as well as communicating with them via messages, chatting, and trading off in relation to all the offers shown and to select the most appropriate to him.

 

5. Does Maatloob platform provide an electronic wallet?

The platform allows the client and the service provider to have an electronic wallet.

 

6. What are the advantages of an electronic wallet?

The client can charge his credit in the wallet and keep this credit for buying the services via the platform. Also, the service provider can keep his profits until he applies for withdrawing them.

 

7. Does the balance deposited in my wallet have a validity period for use?

There is no validity period for the balance, and the user can use it at any time.

 

8. Can I recover the funds deposited in my wallet?

The client can recover his balance deposited in the wallet after deducting the transfer fees upon deposit as well as the transfer of funds fees to him again upon withdrawal, which are fees imposed by banks and credit cards. The platform might return the credit of the client in cases provided for herein or any cases provided for in any legislation in force or in case the credit is lesser than the minimum limit of the value of the services required or in case of determining the maximum limit of the value of credit or discount.

 

9. Why can't I withdraw my balance?

You cannot withdraw the balance that related to tasks advertised and they are in progress by service providers.

 

10. Does the platform accept to deal by promotional coupons as a substitute for charging the balance of the wallet?

The platform will not accept to deal with the promotion vouchers, distributed symbols or those being circulated and they shall be unfit for use and they shall be refused or canceled.

 

11. What are the reasons for refusing to deal with the wallet balance?     

The platform shall not accept and might refuse or cancel any credit in the wallet in case the payment method has not been authenticated or it has been used for purposes in contravention of the provisions herein or in case of the acts of forgery, deception, or the other illegal acts.

 

12. What is the role of Maatloob platform in the provision of services?

The platform carries out the role of an intermediary between the client on one hand and the service provider, on the other hand, enables the service provider to show the offers, achieves the communication process, and connects the parties as well as reserving their financial rights.

 

13. Is an electronic contract concludes between the client and the service provider?

An electronic contract of services shall be concluded between the client and the service provider. The offer provided by the service provider shall be deemed to be a legal offer and the acceptance by the client of the offer shall be deemed to be a legal acceptance that forms the contract and the client and the service provider shall be its parties who shall incur all its legal effects without any legal liability of the platform.

 

14. How can I create an account in “Maatloob” platform?

You can create an account on the platform by getting into the home page and clicking on the "Create Account" icon, and you must enter your mobile number, your email address, and password, then click on the "Registration" icon or via Google account, Facebook account or Apple account for iPhone users.

 

15. Can I delete my account or change the username in Required?

Unfortunately, the account cannot be deleted nor the username can be changed even if the account is new.

 

16. What is the data of registering the membership of the user in the platform?

The data provided to us by the user (Client, Service provider) while registering his account in the platform include (name, e-mail, mobile phone No, state, address, other contact details, date of birth, gender, the location you wish to carry out the tasks in, occupation, practical expertise, CV, qualifications, education, skills, interests).

 

17. How is my personal data kept?

We store the data within the databases of Platform “Maatloob” and you know and agree that these databases are stored on our servers and you authorize us to deal with the companies providing the hosting services and also you authorize us to store this data on behalf of you.

 

18. How to submit a service request via the platform?

The service order shall be submitted by the client and the service providers shall submit the offers connected with the service ordered by the client. The client compares the prices determined by the service providers and what is provided by the service provider in return for the price he has determined.

 

19. Does the platform send service request alerts?

The platform might send a notification from time to another in relation to matters connected with the list of orders or in case the matter so requires and we will send a notification to the e-mail you provided us with while registering your account in the platform.

 

20. How do I guarantee that the service is implemented in the manner agreed upon?

All the correspondence must be evidenced in the service application to reserve the rights of the two parties and the platform shall not admit any external correspondence between the parties.

 

21. Can I, as a client, review the service after receiving it?

The service provider shall perform the work according to the conditions and specifications specified by the client then he delivers the service to the client and the client has to review it. After the review by the client of the service and the service provider shall give notice of the competition of work and the delivery of the order in a final way.

 

 

22. Is my account be documented on the platform?

 “Maatloob” platform will require from you at any time whether while registering or after it or after the suspension of your account to document your account had by us and you shall be bound in this case to provide all the official documents we require as well as adding your personal profile and fulfilling all the procedures required by the platform for verifying the ownership of the documents.

 

23. Does the client have to document his account to charge his balance in the wallet?

The client can charge his balance in the platform before documenting his account, however, the platform may change this policy in the future.

 

24. Does the platform give service providers marks or ranks in the platform?

The platform grants the services providers marks or ranks based on the number of services and assessments and these marks shall not mean a recommendation on the part of the platform or any warranty of the quality of the services. In case of documenting the account or issuing a mark or rank in a wrong way, the platform shall be entitled to withdraw them and also shall be entitled to do so in case they have been granted based on misleading or wrong information on the part of the user.

 

25. Does account documentation, giving ranks, and marks grant rights outside the platform?

You shall be licensed by the platform only to use the services of documenting the accounts, marks and ranks in any other sites or applications or before any other bodies.

 

26. Can the service provider exchange the means of communication with clients?

The user (whether the service orderer or the service provider) shall not publish or send any of his means of communications except after accepting the offer submitted and assigning the task by the other party.

 

27. Why can't I add links to the offers I make?

It is not allowed to add links to offers, but you can add links through your profile.

 

28. What actions are taken in case of breach of the obligation not to exchange means of communication?

The breach of this obligation shall be deemed to be an express breach of the use policy and it shall expose the account holder to some actions that might be taken by the platform “Maatloob” inter alia as follows:

·        Deleting the message containing the means of communications.

·        Deleting the required task.

·        Freezing temporarily or permanently the used account.

·        Reducing one of the assessment stars for the account holder.

·        The platform administration might levy a financial penalty on the account holder upon wishing to activate it once more after taking the promise required from him.

 

29. How are services priced?

Upon showing the service required by the client, the service provider shall submit his offer in connection with the project that is to be fulfilled and the service provider shall be at liberty to add the service price to his offer except when the client has determined the maximum and minimum limit of the service price. Here, the service provider shall be bound that the price submitted by him is not less than or more than the minimum and maximum limit determined by the client.

 

30. Are fees be imposed on using the platform?

The platform shall provide the accounts to the clients and service providers for free and there shall be no fees in relation to the publication and the fees and the commission shall be collected from the client and the service provider in case the bid becomes the service provider.

 

31. Is VAT be imposed on services?

The client shall incur the value added tax in case it is levied on the services he benefits from via the platform.

 

32. Who bear the fees of transferring or receiving of funds?

The client and the service provider shall incur all banking fees and changes of payments as well as any other administrative expenses levied on the transfer or receipt of funds via the platform.

 

33. What is the platform commission from the value of the services?

The platform shall get a commission in connection with each order that has been done via the platform that shall determine the percentage of commission in relation to each order per se and the service provider shall be informed of the percentage of commission determined for the client.

 

34. Does the platform deducts a commission from the client?

The platform does not deduct a commission from the client, but it is only deducted from the service provider.

 

35. How the commission due is deducted from the service provider?

The commission determined for the service provider shall be deducted from his profits from fulfilling the order.

 

36. Are fees be imposed on costs paid by the service provider to complete implementing the service?

In case the fulfillment of the service requires some costs for completing the performance of the services, the cost incurred shall not be included in the calculation of any fees.

 

37. Are fees be imposed on costs or fees of the third parties?

The fees of the service shall not include any fees or costs of third parties and these costs shall be subject to the agreement by the user with the third party.

 

38. When is the value of the service transferred from the client's wallet to the service provider's wallet?

After the performance by the service provider of the order and the receipt by the client of it, the amount shall be transferred from the wallet of the client to the wallet of the service provider.

 

39. When will funds be transferred from the service provider's wallet to his bank account?

The platform shall transfer the dues of the service provider weekly or according to the plan of transfers followed by the platform.

 

40. When will the service provider be able to withdraw his profits if his account on the platform is suspended?

In case of suspended accounts, the platform enables the service providers after ascertaining the lawfulness of the transactions done via the account to withdraw their profits within 60 days from the date of suspending the account.

 

41. Are the fees due to the platform cancellable or refundable?

All the amounts and fees due to the platform shall be irrevocable and non-refundable except for any cases determined or agreed upon by the platform.

 

42. Is the service request subject to certain controls?

The services ordered by the client via the platform shall be subject to the following policy:

- The service required must be legal and doesn’t conflict with the terms and conditions of the platform “Maatloob”.

- The service must be what could be online agreed upon and performed in the way agreed upon between the client and the service provider.

- The service must be possible to be performed and mustn’t be impossible for any reason.

- The services must be written in the language used in the application and in a clear and precise way.

 

43. What services are prohibited from being provided through the platform?

Certain types of services shall be prohibited:

- The services in contravention of Islamic law.

- Sale of real states.

- Low-quality services.

- Sale of online websites and pages.

- Activation software and files.

- Political, religious, or sect-related services.

- Services connected with other parties in case they conflict with the conditions of these parties.

- Services of providing religious fatwa.

- Services of charging credit.

- Services of regular or permanent subscriptions.

- Services of financial transfers.

- Services of crating accounts in games.

- Services of an intermediary as for purchasing from websites, applications or stores.

- Services of redrafting the content of all types.

- Services of copying the content and republishing it.

- Services of collecting the scientific data without its sources.

- Services of hosting or booking it.

- Services of subscription to the internet.

- Services of taking vote in connection with the competitions and the other competitive acts.

- Services of hierarchy marketing or marketing in illegal way.

- Spam messages and windows.

- Services of advertising in suspicious websites and pages online.

- Services of promoting in relation to persons and companies.

- Services that are performed via software and in an automatic way without being performed by the service provider himself.

- Forex services.

- Interpretation of dreams, elimination of magic, intermediary as for marriage.

- Medical and pharmaceutical services.

- Piracy and penetration courses.

- Unclear or vague services.

- Commission marketing to other websites or applications.

- The services that require personal information that can’t be revealed such as the data of bank accounts, the full name, and phone No.

- Services of activating the accounts.

- Any service that requires the dealing from outside the platform “Maatloob”.

 

44. Is the service provider has the right to impose certain rights after implementation begins?

The service provider shall not be entitled to impose any additional rights after the commencement of the performance of the service related to the client and he shall be bound to perform the service according to the conditions agreed upon.

 

45. Is the client obliged to disclose his geographical location?

The provision of a certain service might require the determination of your location or the service might rely on the map. In this case, you shall be bound to reveal your location.

 

46. Is the service provider has the right to delegate others to implement the services agreed upon?

The service provider shall be bound not to assign the service to another service provider or to authorize third parties to perform it for a price or not.

 

47. Can the agreed prices be adjusted via the platform?

The parties shall be entitled to modify the prices agreed upon via the platform.

 

48. Does the platform provide guarantees about the things that the service provider purchases to the client to implement the service?

In case the service provider agrees on the payment of some costs of providing the service such as tools, equipment or items, the service provider only shall be responsible for these items and their quality and he must not consent to the provision of this service except he has made sure that the price covers its cost.

 

49. Who are the business partners?

The platform might enter into any agreements with any other parties for the performance or provision of services and we might attempt the involvement of the service providers in the provision of services with us.

 

50. Can business partners use service providers via the platform?

The platform might enter into any agreements with any other parties for the performance or provision of services and we might attempt the involvement of the service providers in the provision of services with us. The work partners might require the consent to the service providers who provide the acts or require certain qualifications and the platform might assist the work partners in finding the appropriately qualified service providers and the platform shall not provide any warranties that it will nominate all or some of the appropriately qualified service providers to the work partners.

 

51. Do business partners ask to sign a contract with the service provider?

The work partners might require the service providers to conclude a service provision contract before the commencement of the performance of the services.

 

52. What are the service provider's obligations in case of acceptance to implement works with business partners?

In case of the acceptance by the service provider to perform works with the work partner, he shall be bound by:

- The provision of services according to the contract executed between the service provider and the company ordering the service.

- In case of the contradiction by the contract with the terms of this agreement, the terms of the contract shall prevail.

- In case of the inexistence of a contract, this means that the parties have agreed on the performance of the terms of this agreement in connection with the service ordered.

 

53. Does the platform use an electronic payment service provider?

The platform shall use the payment service provider for operating the payment account of the user. In case we change the service provider contracted with, we might modify or add any conditions to this agreement.

 

54. What are the cases of cancellation of requests?

The orders shall be canceled in some cases as follows:

- The consent of the client and the service provider to the cancellation of the order.

- The cancellation of the order on the part of the client due to the lack of answer of the service provider, his non communication with the client for a long period of time or his breach of the agreement concluded between them.

- The cancellation of the order on the part of the service provider due to the unclearness of the orders of the client, the sudden change of his orders, or his breach of the agreement concluded between them.

- The cancellation of the orders due to making indecent personal acts.

- The administration of the platform shall be entitled to review all the canceled orders and to collect the fees of the platform or to return them to the parties according to our vision.

 

55. Does the platform refund payments in case the service is canceled before its implementation?

In case the order has been canceled for any reason by the client or the service provider or under this agreement before the commencement of the performance of the service and the reason for the cancellation is persuasive to the platform, it shall return the payments and fees to the parties. But in case the reason for cancellation isn’t persuasive to the administration of the platform, the order fees not be returned or these fees shall remain a debt for the parties till they are paid off.

 

56. What is the mechanism of refund money in case of cancellation of request?

In case of the order cancellation, the platform might determine to return the funds of the order to the wallet of the user or to return the funds in the same payment method used for the performance of payments via the platform.

 

57. What is the list of violations that require a temporary or permanent suspension of the account?

Your commission of any of the following acts shall be deemed to be a breach that results in the temporary or permanent suspension of your account:

- The illegal or inappropriate use of the platform “Maatloob”.

- Registration with us in more than one account. In this case, the platform “Maatloob” shall suspend all the accounts.

- The use by more than one person of an account of one user whether it is the account of the client or the account of the service provider.

- The registration with untrue data deceitful data or data belongs to another person whether this is done without his consent or the use of an untrue image or an image of third parties.

- The use of words that lead to misleading as for the user name such as the use of the word: Maatloob, professional, certified, trustworthy, or other names of services such as delivery, legal profession, translation, marketing, articles, etc.

- Causing harms to the website “Maatloob.com” and the application “Maatloob” or their users in any way.

- Publishing the content of messages with it text, files, attachments, and the other contents unavailable to other than the parties to the message.

- Publishing the messages of communication with the technical support of the platform “Maatloob”.

- The use of the service of messages and chatting for purposes other than the ones determined such as using it for the purpose of external communication, the provision of services for free, its use for a service other than the one ordered by the client or for purposes of exchanging the services instead of the provision of purchase orders.

- Purchase of services for purposes of positive assessment and in this case, the account of the client and the service provider shall be suspended.

- Purchase of services for purposes of negative assessment, and in this case the account of the client shall be suspended and the assessment shall be deleted.

- The agreement by the service provider and the client on the performance of illegal services.

- The delivery of the service to the client and getting the amount connected with the project without the full performance of the service.

- The use of an illegal payment method or, non-approved or stolen ones.

- The attempted deception to the platform “Maatloob”, its users, or third parties.

- The sale of the registered accounts in the platform “Maatloob” or any accounts registered in other websites, applications, platforms, or stores.

- Request for communication or dealing outside the platform “Maatloob” or the agreement thereupon.

- Placing, publishing, or sending any means of communication such as the mobile phone No, e-mail address or through the pages of the websites, the comments or messages.

- Carrying out the role of intermediary between the service provider and the client and getting money from the client and giving it to the service provider in this case the platform “Maatloob” shall suspend all the accounts participating in this process.

- doing wrong to anybody, person, institution, entity, state, organization, culture, the customs of peoples, religions, or the other wrongs.

- Publishing or transmitting the content of spam through the services of “Maatloob”, messages or comments.

- Publishing the service more than once even if the title of the service has changed.

- The deletion of the service due to the negative assessments obtained by the service provider.

- The cancellation of the service by the service provider or the client due to non-convincing or vague reasons.

- The sale of illegal, stolen, or limited products via the platform “Maatloob”.

- Publicizing the service via Awards, the use of proxy services or VPN services to change IP address, the places of the existence of the user, the development of software for controlling the account, the development or use of software administering the accounts or the entry of the platform “Maatloob”.

- In addition to the above, the non-compliance with the terms and conditions shall be deemed to be a breach required to be sanctioned as the platform “Maatloob” deems necessary to be imposed on the breaching person for ensuring the good operation of the platform.

 

58. Does the platform send an alert in case the account is temporarily or permanently suspended?

In case of making a decision on the temporary or permanent suspension of your account, we will send you a caution via your e-mail you provided us with while registering.

 

59. What are the terms of content added to the platform?

- The content must be accurate and describe the service required as well as including all the details desired by the client to be performed by the service provider.

- The content must be connected with the user and must not be copied from another website or application or connected with third parties.

- The content must be legal and must not contain any breach of the terms and conditions of the platform “Maatloob”.

 

60. Does the platform monitor content?

The platform administration shall reserve the right to oversee any content entered by the service provider or the client and this shall not be an obligation on it where it is difficult to oversee all the contents added to the platform. Thus, the platform shall reserve the right (without being bound by that) to delete, remove or edit any materials or contents entered into the platform and they are in contravention of the terms and conditions of the platform without having to get the consent of the user.

 

61. What sanctions does the platform impose on users?

- The platform shall be entitled to suspend the account of the user in breach temporarily or permanently in case of the commission by the user of any of the breaches referred to in “List of Breaches”

- In case of the notification by the service provider on the suspension of providing any of the services to the client and the non-compliance by the service provider therewith, the platform shall cancel the order and deduct the service amount from the account of the service provider.

- In case of the illegal provision of the service to the client or the unsatisfactory provision and the complaint by the client of the service, the platform administration shall investigate the complaint of the client and take the appropriate decision in view of the complaint according to the policy of complaints.

 

62. Can I review the services?

The client can assess the service provided by the service provider whether the assessment is positive or negative. The evaluation ranges from (one star to five stars). The evaluation shall be connected with each transaction done via the platform.

 

63. Who owns the intellectual property rights of the projects?

By default, and unless agreed upon before the beginning of the project to the contrary, the project owner owns the entire intellectual property rights and copyrights of the projects he received through "Maatloob". The service provider doesn’t have the right to impose additional rights on the project after starting to implement or deliver it.

 

64. How does the platform settle the disputes between the client and the service provider?

In case of dissatisfaction by the client in connection with the service provided, he can contact the administration of the platform “Maatloob” and present the problem and the platform will collect the information from the client and the service provider and review the correspondence then render its decision in relation to the complaint. The decision of the platform shall be rendered whether to confirm the service, to cancel the service or to confirm partially the services.

 

65. In case I am not satisfied with the platform's decision to settle the dispute, can I access justice?

In case of dissatisfaction by the parties in connection with the decision rendered by the platform for resolving the dispute, they shall be entitled to resort to the court having jurisdiction to resolve the dispute.

 

66. Does the platform provide arbitrators to settle disputes between the parties?

The platform makes available the service of providing a third party of resolving the dispute at the request of the parties who shall incur the costs of the third party that resolves the dispute.

 

67. What are the laws and courts competent to settle disputes arising from the application of the agreement between the platform and its users?

Agreement shall be governed by the laws in force in the state in which the platform is used. Judiciary in the state in which the platform is used shall have jurisdiction in connection with any dispute that might arise from the interpretation or the implementation of the provisions of the agreement.

 

68. Does the platform cooperate with law enforcement?

The platform shall be entitled in case of any illegal or deceptive activity, in general, to report it to the competent authorities for enforcing the relevant law. In case of the request by government authorities for help in revealing any crimes or illegal activities, the platform shall help them in a way that ensures the application of the law to the party in breach and in a way that relieves us of the liability for any illegal acts committed via the platform.

 

69. What is the main language of the platform usage agreement?

The main language of the agreement of the use of Platform “Maatloob” shall be the main language used by the state in which platform “Maatloob” has been used. In case of the translation of this agreement and the contradiction of any of its translated texts with the original text, the texts written herein shall prevail and the texts in contravention shall be excluded.

 

70. How do I communicate with platform administration?

In case you have questions or inquiries about the platform, contact us at any time via the e-mail: [email protected]