Frequently Asked Questions – Tuwaiqna Platform

1. Fees
– How do I pay?
– Mada card: Activation within 24 hours automatically.
– Bank transfer: Fill out the transfer form after payment to link it to your account.
– I deleted the ad but want to pay: Use the fee payment page (you can use your phone number).
– Fees didn’t appear after payment? Notify us after transfer and allow up to 24 hours.
– Fees less than SAR 20? You can combine them and pay later or donate them.
– Are there fees on real estate ads? No fees on real estate, pets for adoption, lost & found, charity or informational content.
– Buyer purchased again – any fees? No, fees apply only to the first buyer.
– How do I know if the buyer came through Tuwaiqna? If Tuwaiqna was the reason for the sale, you are responsible for the fee.
– How are rental fees calculated? 1% of the total contract value, whether paid once or in installments.
– Recurring payments (weekly/monthly)? 1% of the total agreed amount.
– Exchanges or transfers for money? 1% of the transferred amount.
– Sales through agents? Real estate is excluded.
– Discount or exemption from fees? Apply via the discount link. Full exemptions are not granted.
– Bank transfer not reflected yet? Linking may take up to 2–4 weeks.
– How to pay older fees? Use your phone number if the ad no longer exists.
– Buyer agreed to pay? Regardless of agreement, fees are always on the advertiser.
– Why should I pay? To clear your account, enhance ad visibility, enable faster rating, disable replies, and receive a verified badge.

2. Refund for Mistaken Payment
You may request a refund for incorrect or excess payments through a designated form.

3. Annual Subscriptions
– Discounts available? Not at the moment.
– At the end of the subscription? Regular fees (1%) apply.
– Banned despite subscription? Violations still apply regardless of subscription.

4. Members
– Receiving spam messages? You can block the user or report them using the three-dot menu (available on iOS and Android apps).

5. Replies
– Why can’t I reply? Due to repeated reports, you may be blocked from replying.
– Can I delete my reply? No.
– How to disable replies on my ad? Available to users who have paid at least SAR 101 in fees annually. Not recommended as interaction increases visibility.

6. Account & Membership
– Change username, phone number, or password? Go to your profile settings.
– Forgot password? Use the recovery form.
– Verify account? Via Absher or uploading official documents.
– Benefits of verification? Verified badge improves credibility.
– Badges like “Top Seller” or “Paid Fees” are granted based on conditions like evaluations and annual payments.
– Why was I banned? For policy violations. Bans can be temporary or permanent.
– Appealing a ban? Use the review form. Temporary bans are lifted automatically after their period.

7. Ads
– How many ads can I post? Depends on membership type and ad quality.
– How to improve ad visibility? Provide full details, stay active, and get good ratings.
– Why can’t I post a new ad? You may have a previous ad. Try editing instead.
– Need a commercial license? Required for some activities.
– Why was my ad deleted? Could be against rules or prohibited items.
– Ad review time? Within hours.

8. Ratings
– When will my rating show? Around 5 business days.
– Removing negative rating? File a complaint or dispute.
– Why can’t I rate? Some categories require fee payment from the buyer first.

9. Safe Dealing Guidelines
– Avoid scams? Use the “Waffi” service – a secure escrow tool provided by Tuwaiqna.

10. Complaints & Reports
– Account hacked? Submit a detailed report through the form.
– Scam/fraud experience? Report via form with full details.
– Defamation or insults? Report it with proof.

11. Report a Technical Issue
Use the form and specify the platform (web, Android, iPhone).

12. Government Communications
Official communication can be sent through the appropriate form.

13. Other Inquiries
Suggestions, feedback, deletion requests, or category issues can all be submitted via the contact forms.