Terms of Use and Privacy Policy
Dear customer, if you use the Mona application and provide us with your personal data, this constitutes your agreement to the terms contained in this agreement of the Mona International Company, registered in the Kingdom of Saudi Arabia.
Personal data
When you browse the application, the personal data shown below will be saved:
• the name
• Mobile number
• Location and address (sometimes requires GPS activation)
Use of personal data
• Register in the application
• Personalize your app experience to get the best possible shopping experience with us.
• Plan to know the time it will take for the delivery process.
• Contact you to inform you of the latest promotional offers and developments.
• Communicate with you through available means of communication.
• Your personal data will not be used or sold to any other party.
Update your personal information
You can modify your personal information by logging into your account in the application, or by contacting customer service by clicking on the instant chat icon in the application, or by emailing [email protected], or by calling customer service number: 0591242014.
In-app electronic payment
An authorized third party processes electronic payments. These transactions do not apply to individuals who choose to pay in cash during the shopping process. This third party may request your credit card information and may request access to your contact list. The application also provides a mechanism for refunding amounts directly to the card in the event that an order or part of it (for certain products) is cancelled at the customer's request after the transaction is completed, or at the team's request within a period not exceeding 30 days.
A sudden technical problem may occur when paying by credit card - due to poor network connection or other technical reasons - in which the amount is withdrawn from the card without an order number or confirmation message. The amount will certainly be returned to the card immediately or within 7-14 business days. In this case, the customer is requested to contact the customer service team directly by sending a copy of the withdrawal along with the customer's name and mobile number, to inform the financial and technical management of this so that they can take the necessary action.
The customer is then obligated to pay based on the payment method specified in the confirmed order itself.
Refund Policy
In the event of cancellation of the order or products due to their unavailability:
-If the payment is made by Mada card, the amount will be returned to your account within 3-5 working days.
-If payment is made by credit card/Visa, the amount will be returned to your account within 7-10 working days (according to the bank’s policy).
Prepayment
Mona may request prepayment for products that cannot be cancelled without technical reasons, such as all types of meat. It also requires customers to prepay or transfer to the company's account at Al Rajhi Bank for orders shipped outside of Riyadh and orders with a total value exceeding 20,000 Saudi Riyals.
Order Cancellation Policy
The customer is not entitled to cancel the order when the representative arrives at the delivery address or on the same day scheduled for delivery. If this happens or is repeated, the company has the right to ban the customer from using the application.
Return or Exchange Policy
- In the event of a defect in the products, or customer dissatisfaction with the quality or expiration dates of less than three months - unless there is an offer on the product - the Monh application allows you to request a return or exchange. This can be done by contacting the instant chat icon in the application or sending a message via the following email: [email protected] or calling the contact number 0591242014 within 24 hours of receiving the request. This will then be investigated and the product will be returned or exchanged by the team within 5-7 working days. In the event that the customer requests a return due to withdrawing the purchase of the product, it will be delivered by the customer to the company’s distribution headquarters or to the main supplier after the Monh team approves this through prior communication. The Monh team also has the right to refuse based on the agreement concluded with the approved supplier of the product. We can provide the service by receiving the product from the customer and replacing or returning it for an additional service fee of 10 riyals.
Please note that the refund of the product value or the exchange difference will be done via bank transfer to the customer's account within 7-14 business days. The product value (in addition to the free delivery value of 25 riyals) can also be added to a discount code within 1-3 business days after receiving the product.
Unavailability of products displayed on the site
The Mona app is committed to providing all the products you have ordered through the app. If the product is not available at Mona's authorized supplier or in our authorized markets, the Mona team will contact the customer to provide an alternative or cancel the product after their approval. If the customer does not respond to the team's call, the product will be cancelled and its value will be automatically deducted from the invoice sent to the customer via email.
It may happen that the customer's order is delivered to him with a shortage of one of the products or it is different from what was requested, so the customer is requested to contact the customer service team via instant messages in the application, email or phone and clarify this by mentioning the name of the product and the order number, and the team will verify this within two business days. If this is proven, the customer has the right to choose the appropriate option of delivering the product (within 5-7 business days), transferring its value (within 7-14 business days), or adding the value in a discount code in addition to the value of free delivery (within 1-3 business days).
Prices and offers
In the case of offers, prices may vary depending on the supplier, and Mona does not guarantee stable prices throughout the year.
Delivery time
The Mona app is committed to delivering orders within 24-48 hours from the time the order is approved, or according to the time specified by the system or prior agreement with the customer. In the event of a delay or rescheduling due to exceptional circumstances, the customer will be notified in advance, and they have the right to reschedule or cancel the order. The Mona team is not bound by a specific delivery time based on circumstances and obstacles related to a third party or the wholesale market policy adopted by Mona. Force majeure (climatic conditions or accidents) is also taken into account when delaying or rescheduling delivery.
Delivery location and contact number
The customer is committed to receiving the shipment according to the address attached to the order. The customer does not have the right to oblige the Mona representative to deliver the order to another address, while ensuring that the Mona team provides flexibility in this regard. The representative has the right to refuse, and the Mona team will reschedule the delivery to another day or time. The customer does not have the right to request the Mona team to deliver the order inside the headquarters (the residence). Rather, the representative will suffice with delivering it to the main door of the headquarters, in order to ensure your privacy. The representative has the right to photograph the order products at the delivery location to ensure the rights of both parties.
If the customer is contacted to confirm or deliver the order and there is no response, or the number is switched off or incorrect, the order will be suspended until the customer contacts the customer service team within a maximum period of one business day, or it will be cancelled immediately if the order contains food items such as meat and vegetables.
Modify the Terms of Use
The Mona app reserves the right to update its terms of use by adding, deleting, or amending existing terms. You will be notified of any updates.
The law on which the application of Mona is based
The terms of use of the application are subject to the law of the Kingdom of Saudi Arabia, and if you agree to them, it means your agreement to submit to the jurisdiction of the Saudi courts.
Inquiries and complaints
If you have any questions or complaints, please contact us directly via email at [email protected] and we will respond as soon as possible.
Delete account and personal information
If you wish to delete your account and all your personal information from the Monh application, you can submit a deletion request via the following link: https://monhmarket.com/customer
• All personal data associated with your account will be permanently deleted from our database immediately upon submission of the request.
• The account or data cannot be recovered after deletion, so please make sure before submitting the request.
• Some information may be retained for a period of time in accordance with laws or for accounting or legal purposes.
• To communicate regarding any inquiry or request regarding account deletion, you can contact the customer service team via email.
Email [email protected] or call customer service at 0591242014
