Dear customer, if you use the Pollux application and provide us with your personal data, it is considered your agreement to the terms contained in this agreement of Pollux International Company, registered in the Kingdom of Saudi Arabia.
Personal data
If you browse the application, the personal data shown below is saved:
• the name
• Mobile number
• Location and address: "This sometimes requires enabling location services."
Use of personal data
• Register on the app
• Personalize your app experience to get the best possible shopping experience with us
• Planning to determine the time that will be taken in the delivery process
• Contacting you to keep you informed about promotional offers and the latest updates
• Contacting you via available communication channels
Your personal data will not be used or sold to any other party.
Update your personal data
You can modify your personal information by logging into your account in the app, by contacting customer service by clicking the instant messaging icon in the app, by email at [email protected], or by calling customer service at 0555854167.
in-app electronic payment
Payments are processed through an authorized third party. This process does not apply to those who select the "cash payment" option during the shopping process. This third party may request your credit card information and possibly access to your contact list. The application also offers a direct refund mechanism to your card in case of order cancellation, or partial cancellation (specific products), either at the customer's request after the transaction is completed or by the team within 30 days.
A sudden technical problem may occur when paying by credit card - due to weak network connection or other technical reasons - in which the amount is withdrawn from the card without an order number or confirmation message.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 directly or within 7-14 business days. The customer should then contact the customer service team directly by sending a picture of the withdrawal along with the customer’s name and mobile number, to inform the financial and technical department of this to take the necessary action.
The customer is then obligated to pay based on the payment method specified in the same confirmed order.
Refund Policy
In case of cancellation of the order or products from it - due to unavailability -:
-If payment is made by "Mada card", the amount will be refunded to your account within 3-5 business days.
-If payment is made by "credit card / Visa", the amount will be refunded to your account within 7-10 business days "according to the bank's policy".
Prepayment
The Pollux app is entitled to request prepayment for products that cannot be cancelled without a technical reason in the product - such as meat of all kinds -
Order Cancellation Policy
The customer is not entitled to cancel the order when the delivery person 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 block the customer from using the application.
Return or exchange policy
- The Bulks app allows you to request a return or exchange if there is a defect in the products or if the customer is dissatisfied with the quality or expiration dates less than three months prior - unless there is a promotion on the product. This can be done by contacting us via the instant messaging icon in the app or by sending a message via email to [email protected] or by calling the contact number 0555854167 within 24 hours of receiving the request. The matter will then be investigated and the product will be returned or exchanged by the team within 5-7 business days. If the customer requests a return due to cancelling the purchase, the customer will deliver it to the company's distribution center or to the main supplier after prior approval by the Bulks team. The Bulks team also has the right to refuse based on the agreement concluded with the approved supplier of the product. We can also provide the service of collecting the product from the customer and exchanging or returning it for an additional service fee of 10 riyals.
Please note that refunds for the product value or exchange difference are processed via bank transfer to the customer's account within 7-14 business days. The product value (plus a free delivery fee of 25 riyals) can also be added to a discount code within 1-3 business days after receiving the product.
Products displayed on the website are unavailable
The Pollux app is committed to providing all the products you have ordered through the app. If the product is not available from the supplier approved by Pollux or from our approved markets, the Pollux 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 canceled and its value will be automatically deducted from the invoice sent to the customer via email.
It may happen that the order is delivered to the customer with one product missing or different from what was requested. Therefore, the customer should contact the customer service team via instant messages in the application, email, or by phone, and explain this by mentioning the product name and order number. The team will verify this within two working days. If this is proven, the customer has the right to choose the appropriate option: delivering the product (within 5-7 working days), transferring its value (within 7-14 working days), or adding the value to a discount code in addition to the value of free delivery (within 1-3 working days).
Prices and offers
In the case of offers, prices may vary depending on the suppliers, and Pollux does not guarantee price stability throughout the year.
Delivery time
The Pollux app is committed to delivering orders within 24-48 hours of order confirmation, or as determined by the system or agreed upon in advance with the customer. In the event of a delay or change due to exceptional circumstances, the customer will be notified in advance and has the right to reschedule or cancel the order. The Pollux team is not bound by a specific delivery time, as this may be due to circumstances or obstacles related to third parties or Pollux's wholesale market policies. Force majeure (such as weather conditions or accidents) will also be considered in the event of delivery delays or rescheduling.
Delivery location and contact number
The customer is obligated to receive the shipment at the address provided with the order. The customer is not entitled to require the Polks delivery person to deliver the order to another address, although the Polks team strives to be flexible in this regard. The delivery person has the right to refuse, and the Polks team will reschedule the delivery to another day or time. The customer is not entitled to request that the Polks team deliver the order to the premises (residence); the delivery person will only deliver it to the main door of the premises to ensure your privacy. The delivery person has the right to photograph the products of the order at the delivery location to guarantee the rights of both parties.
Also, if the customer is contacted to confirm or deliver the order and there is no response, or the number is closed or incorrect, the order will be suspended until the customer contacts the customer service team within a maximum of one working day, or it will be canceled immediately if the order contains food items such as meat and vegetables.
Terms of Use Modification
The Pollux app reserves the right to update its Terms of Use by adding, deleting, or modifying the existing terms of the agreement. You will be notified of any updates.
The law on which the Pollux application is based
The application's terms of use are governed by the laws of the Kingdom of Saudi Arabia, and by agreeing to them you consent to the jurisdiction of the Saudi courts.
Inquiries and complaints
For any inquiries 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 Bulks app, you can submit a deletion request via the following email: [email protected]
• All personal data associated with your account will be permanently deleted from our database immediately upon submission of the request.
• Accounts and data cannot be recovered after deletion, so please make sure before submitting your request.
• Some information may be retained for a period of time in accordance with the law or for accounting or legal purposes.
• For any inquiries or account deletion requests, please contact our customer service team via email.
Email [email protected] or call customer service at 0555854167
Introduction to the Terms of Use Agreement:
Our online store welcomes you and informs you that below you will find the terms and conditions governing your use of this store and all the legal implications arising from your use of the store's services via this online platform. Any person's use of the store, whether as a consumer of a service or product, or otherwise, constitutes their acceptance and agreement, with full legal capacity, to all the terms and conditions of this agreement. This agreement confirms your commitment to its terms and conditions and applies to all types of transactions between the consumer and the store. This agreement becomes effective and binding upon your acceptance and registration with the store, in accordance with Article 10 of the Saudi Electronic Transactions Law.
Article 1 - Introduction and Definitions:
The above preamble is an integral part of this agreement. Below you will find the meanings and definitions of the key terms used in this agreement:
1- (The store) This definition includes all forms of online stores, whether it is an electronic application, a website on the World Wide Web, or a physical store.
2- (Consumer) The person who engages in e-commerce with the desire to obtain the products or services provided by the store through its electronic platform.
3- (The Agreement) This term refers to the terms and conditions of this Agreement, which govern and regulate the relationship between the parties to this Agreement.
Article Two - Consumer Legal Capacity:
1- The consumer acknowledges that he has the legal capacity, according to Sharia and regulations, to deal with the store, or that his age is not less than eighteen years.
2- The consumer agrees that if he violates this article, he shall bear the consequences of this violation before third parties.
Article Three - Nature of the Obligation:
1- The store’s commitment to consumers is to provide (the service or product).
2- The store may provide other services such as after-sales services or other related services, depending on the nature and type of (service or product) required by the consumer.
Article Four - Usage Guidelines:
1- The consumer is obligated to use the store’s electronic platform in accordance with public morals and the regulations in force in the Kingdom of Saudi Arabia.
2- When purchasing a service or product from this store, the consumer undertakes not to use this service or product in a manner that violates public morals and the regulations in force in the Kingdom of Saudi Arabia.
Article Five - Accounts and Registration Obligations:
By applying for membership in this store as a user, you agree to disclose specific information and choose a username and password to use when accessing the store's services. By doing so, you agree to the following:
1- You are responsible for maintaining the confidentiality of your account information and password, and you agree to immediately inform this store of any unauthorized use of your account information with the store or any other breach of your confidential information.
2- The store shall in no way be liable for any loss that may be incurred by you, directly or indirectly, morally or materially, as a result of disclosing the consumer’s name or password information.
3- You commit to using your account or membership with the store yourself, as you are fully responsible for it. If someone else uses it, this is evidence that you have authorized them to use the store in your name and on your account.
4- You agree that when using the store, you will use it with all seriousness and integrity.
5- You agree to disclose true, correct, up-to-date, complete and legal information about yourself as required during registration with the store and you agree to update your data if it changes in reality or if the need arises.
6- Our store is committed to handling your personal information and contact details with complete confidentiality.
7- If it becomes clear to the store that you have disclosed information that is untrue, incorrect, outdated, incomplete, illegal, or contrary to what is stated in the User Agreement, the store has the right to suspend, freeze, or cancel your membership, store, and account on the platform, without prejudice to the store’s other rights and legitimate means of recovering its rights and protecting other consumers.
8- In the event of non-compliance with any of the above, the store management has the right to suspend or cancel your store or membership or block you from accessing the store's services again.
Article Six - Electronic Communications and Official Means of Communication:
1- The parties to this agreement agree that communication will be via the email address registered on the platform.
2- The consumer agrees that all agreements, declarations, statements and other communications provided to him electronically are equivalent to their written counterparts, and are a stand-alone argument, in meeting regulatory and legal needs.
3- The consumer agrees to be contacted and notified of any provisions relating to this agreement or to dealings with him through the store management broadcasting general messages sent to all consumers or to specific users of the store.
Article Seven - Amendments to the User Agreement and Fees:
1- If any article or clause in this agreement is canceled or becomes invalid, such cancellation or invalidation shall not affect the validity of the remaining articles, clauses, rules, and provisions of this agreement, which shall remain in full force and effect until further notice from the store management.
2- This agreement - which is amended from time to time as required - constitutes the mechanism for working, understanding and agreement between (the consumer) and (the store).
3- The store may charge some consumers fees depending on the offers, products or services they request, or on the fees or taxes imposed by the state on the nature of the product or service.
4- The store reserves the right to add, increase, decrease or deduct any fees or expenses in accordance with the terms and conditions of the User Agreement, from any consumer, regardless of the reason for their registration.
Article Eight – Payment and Settlement Services for Stores in-Store
1- The store, through its partners, provides a payment and settlement system in the store, which can be done entirely online through the payment options available on the store or through any payment method that the store provides from time to time.
2- The store is committed to setting the price of the service or product it offers in its store according to the commonly accepted market value.
3- The store is obligated to provide invoices, receipts, and delivery notes for all amounts and profits generated in its store, and is obligated to give the consumer an invoice for their purchase of a service or product.
4- The store is committed to providing the accounting specifications commonly accepted in its online store, in accordance with the provisions of this agreement, and in light of the legal, economic, commercial and regulatory interests in this arrangement.
Article Nine – Intellectual Property:
1- The intellectual property rights of the store are fully owned by the store, whether they were owned by them before or after the establishment of this electronic platform.
2- The consumer respects the intellectual property rights of the store, including the store's name, words, logos, and other symbols belonging to or displayed on the store, as all rights associated with the store's name are fully owned by the store's intellectual property.
Article Ten - Store Responsibility:
1- The store undertakes to conduct its business through this electronic platform in a regular manner and in accordance with the regulations in force in the Kingdom of Saudi Arabia, and in accordance with the provisions of this agreement.
2- The store shall not be liable for any claims arising from errors or negligence, whether caused directly, indirectly, incidentally, by the consumer, or by a third party such as shipping companies.
3- Pollux, its affiliates, owners, and those who represent them undertake that the (product or service) is sound, legitimate, and authorized in accordance with the laws and regulations of the Kingdom of Saudi Arabia and is used for legitimate purposes.
Article Eleven - Restriction of Access or Membership:
The store may suspend or cancel a consumer's membership or restrict a consumer's access to the platform's services at any time, without notice, for any reason, and without limitation.
Article Twelve - Applicable Law or Regulation:
This User Agreement is governed by and construed in accordance with the laws, regulations and legislation in force in the Kingdom of Saudi Arabia, and is subject in full and completely to the regulations in force with the authorities in the Kingdom of Saudi Arabia.
Article Thirteen - General Provisions:
If any provision or clause of this User Agreement is canceled or becomes invalid, such cancellation or invalidation shall not affect the validity of the remaining provisions and clauses of this User Agreement, which shall remain in effect until further notice from the store management.
This User Agreement - which may be amended from time to time as necessary - constitutes the User Agreement, operating mechanism, understanding, agreement, and contract between the store and the consumer. Both parties to this agreement agree that the following shall be taken into consideration:
1- Arabic is the language to be used when interpreting the provisions of this agreement, or when translating it into another language.
2- All prices displayed for the store’s services or products may be modified from time to time.
3- The promotional or marketing offers that the store may put forward are temporary offers, as the store has the right to modify or stop these promotional or marketing offers at any time.
4- The parties to this agreement are committed to dealing with each other in a manner that does not violate the Sharia rules, regulations and laws in force related to the nature of the transaction between the store and the consumer.
5- This User Agreement may only be terminated by a decision issued by the store management.
Steps to delete your account from the app:
1. Open the app: Make sure you are logged into your account.
2. Go to the Account tab: Look for the "Account" or "Settings" tab in the app.
3. Log in (if necessary): If you are not already logged in, enter your username and password.
4. Click the "Edit Account" button: Look for the "Edit" or "Manage Account" button.
5. Scroll down the page: You will find your account information, including your username, email address and other details.
6. Click the "Delete Account" button: This button is usually located at the bottom of the page or near other account options.
7. Read the warning carefully: Make sure you read the warning that appears on the screen. This warning will remind you to permanently delete all your account data.
8. Click on "Confirm Deletion": If you are sure you want to delete your account, click on the "Confirm Deletion" button.
Important notes:
Additional tips:
Using these simple steps, you can easily delete your account from the app.
