Terms of Service

1.Acceptance of these Terms

By creating an account, accessing, or using the Platform in any way, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy, which is incorporated here by reference. If you do not agree, you must not use the Platform.

When you register and at certain key moments (such as before your first paid booking), you will be asked to expressly accept the then-current version of these Terms, our Privacy Policy, and, where applicable, additional terms such as a non-disclosure agreement or code of conduct. Each acceptance is recorded together with the document version, date, time, IP address, device user-agent, and language, as part of our compliance and audit trail.

If you use the Platform on behalf of a company or other organisation (a "Company"), you represent that you are authorised to bind that organisation, and "you" in these Terms refers to both you and that organisation.

2.Description of the Service

ProAdvice is primarily a mobile application (with a supporting website for public content) that operates a marketplace connecting customers — individuals and business or company teams — with verified professional experts for paid 1:1 consultations held over secure, in-app video.

Through the Platform you can browse and discover experts, prepare a structured "Smart Brief", book and pay for sessions, attend the consultation by secure video, and receive session outcomes such as summaries and action items. ProAdvice facilitates and processes the transaction between Customer and Expert; it does not itself provide professional, legal, financial, medical, or other regulated advice. All advice is provided by the independent Expert you book.

The Platform is offered in Arabic and English. We may add, modify, suspend, or remove features at any time.

3.Key definitions

• "Customer" — a user who books and pays for consultations, whether an individual or a sub-user belonging to a Company.
• "Expert" — a verified professional approved on the Platform to offer paid consultations.
• "Company" — a business or organisation that registers a corporate account, under which sub-users may book sessions.
• "Session" — a scheduled 1:1 video consultation between a Customer and an Expert.
• "Session Price" — the base price set for a Session, used to calculate the Platform Commission and the Expert payout. The amount shown to and charged to the Customer is this price plus VAT (see Section 7).
• "Platform Commission" — the fee ProAdvice deducts from the Session Price as consideration for the marketplace services.
• "Package" — a bundle of multiple Sessions purchased upfront, valid for a defined period.

4.Eligibility & accounts

Eligibility

You must be at least 18 years of age and have the legal capacity to enter into a binding contract to use the Platform. By using the Platform, you represent and warrant that you meet these requirements. The Platform is intended for use in the Kingdom of Saudi Arabia, and you are responsible for complying with any laws applicable to you.

Account registration & OTP login

Authentication is by phone number using a one-time password (OTP) delivered by SMS — there are no passwords for the mobile apps. You must provide a valid phone number in international (E.164) format and accurate, current, and complete information when registering and thereafter. An email address is optional at registration but is required before you make a paid booking, so we can send booking confirmations, notifications, VAT receipts, and tax invoices; email verification is performed via a signed link.

Company accounts require activation by a Platform administrator after registration before they become active. Customer accounts may self-register by OTP.

Account security

You are responsible for maintaining control of the phone number and device associated with your account and for all activity that occurs under it. OTP codes are personal to you and must never be shared. Sensitive actions — such as deactivating your account, changing banking details, or authorising a payment — may require a fresh, single-use security token derived from a new OTP, valid for a short period only. To protect users, we apply rate limits to OTP requests and registrations. You must notify us promptly at hello@proadvice.app if you suspect any unauthorised use of your account.

5.Experts and Customers

The Platform serves two principal roles, each with its own dedicated app experience:

• Customers discover Experts, prepare a Smart Brief, book and pay for Sessions, attend consultations, and receive outcomes. Individuals self-register; Company sub-users act within their organisation's account and budget.
• Experts are verified professionals who set their availability and pricing, prepare for and conduct Sessions, and receive payouts net of Platform Commission. An Expert account must complete verification — including identity, credentials, banking details, and acceptance of the applicable confidentiality and conduct terms — before it is approved.

ProAdvice acts as the marketplace operator and merchant of record between these parties. The Expert is solely responsible for the professional content and quality of the advice given during a Session.

6.Bookings & scheduling

To book a Session, you select an Expert, a session type, and an available time slot, then confirm and pay. A booking is only confirmed once payment has been successfully authorised; before that it remains in a pending state and may expire. The total price — including VAT — is shown to you before you confirm.

As part of booking you complete a Smart Brief setting out your objective, background, and up to five questions, optionally with attachments (PDF, JPG, or PNG, up to 10 MB each). A prep packet is generated and sent to the Expert ahead of the Session. Experts have a brief-review window in which they may decline a booking; if an Expert declines, you receive a full refund.

You are responsible for joining your Session on time using the secure in-app link. A grace period applies for late joining (see the Cancellation & Refund Policy). Sessions are scheduled with defined start and end times, and the Platform records session timing, duration, and related details.

7.Payments, pricing & payouts

Payment method & currency

Payments are made by debit or credit card — mada, Visa, and Mastercard — through a third-party payment gateway using a secure hosted checkout. ProAdvice does not store or process your full card details on its own servers; card data is handled directly by the gateway in accordance with applicable card-industry security standards. All amounts are charged in Saudi Riyals (SAR).

ProAdvice as merchant of record

ProAdvice acts as the merchant of record and contracts as principal. We invoice the Customer for the full Session Price plus VAT, collect the payment, and separately account for the Expert as the supplier of the consultation. The total amount is charged to your card at the time your booking is confirmed.

Prices and VAT

All prices displayed to users include VAT. VAT is calculated and applied in accordance with the applicable Saudi tax regulations and is snapshotted on each transaction. Where you receive a tax invoice, it is generated to be compliant with Saudi e-invoicing (ZATCA) requirements.

Platform Commission & expert payouts

ProAdvice charges a Platform Commission, calculated as a percentage of the Session Price, as consideration for operating the marketplace. The Expert receives the Session Price less the Platform Commission ("net earnings"), paid to the Expert's verified Saudi IBAN through the gateway's disbursement facility after the Session is completed. An Expert must provide a valid Saudi IBAN and tax registration details before receiving any payout.

Loyalty credit & referral rewards

Where available, loyalty credit may be applied as a form of tender at checkout to reduce the amount charged to your card. Loyalty and referral programmes are offered at our discretion, may be subject to additional rules, and do not change the Expert's net earnings.

Corporate billing

Company customers may pay using a pre-funded credit budget, with each booking debited from that budget and settled by way of a consolidated monthly B2B tax (ZATCA) invoice.

Packages

Consultation Packages are paid for in bulk upfront. Where a Package is purchased, the corresponding Expert payout may be made on purchase rather than per individual drawn-down Session. Package terms, including validity periods, are set out at the point of purchase (see also the Cancellation & Refund Policy regarding expiry).

8.Cancellation & refund policy

This section sets out, clearly and in full, when you are entitled to a refund and how refunds are processed. It forms part of these Terms and applies to all paid bookings.

Which bookings can be cancelled

Only a booking with a confirmed status can be cancelled for a potential refund. Bookings that are still pending payment, or that have expired before payment was completed, were never charged and therefore have nothing to refund.

Customer cancellations

• More than 24 hours before the scheduled start: you are eligible for a full refund of the amount charged.
• 24 hours or less before the scheduled start: the booking is non-refundable. (An administrator may override this only where a dispute is raised and upheld — see below.)

Expert cancellations & declines

If an Expert declines your booking during the brief-review window, or cancels at any time, you receive a full refund. The Expert's reliability metrics on the Platform are affected by such cancellations.

No-shows

If one or both parties fail to join the Session within the 10-minute grace window from the scheduled start, the Session is recorded as a no-show. A no-show may be raised as a dispute within the dispute window described below, and any refund is determined on review.

Disputes

Either party may raise a dispute within 72 hours of a Session's completion or no-show. Disputes are reviewed by a ProAdvice administrator, who may uphold the original outcome or overturn it — for example, granting a partial or full refund where appropriate. Dispute resolution is carried out by ProAdvice and there is no automated arbitration. The administrator's determination of the refund outcome is final under these Terms.

Packages

Sessions remaining unused in a Package at the end of its validity period (for example, 30, 60, or 90 days, depending on the Package) are non-refundable and expire.

How refunds are processed

Where a refund is due, it is returned to the original payment method through the payment gateway, typically settling within 5–7 business days depending on your card issuer. The cancellation entitlement is evaluated by the Platform's booking logic, and the payment system executes the approved refund accordingly. Any administrator adjustment following a dispute is applied through the same payment process.

9.Expert obligations & independent-contractor status

Experts are independent professionals and independent contractors. Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between ProAdvice and any Expert. Experts are responsible for their own taxes, licences, registrations, professional indemnity, and compliance with the laws and regulations applicable to their profession.

By offering Sessions on the Platform, an Expert agrees to:

• provide accurate identity, credentials, qualifications, professional title, and banking and tax-registration details, and keep them current;
• only offer advice within their genuine areas of competence and qualification, and comply with all applicable professional and regulatory standards;
• prepare for and attend booked Sessions punctually, and conduct them professionally and in good faith;
• maintain the confidentiality of Customer information and honour the applicable confidentiality and code-of-conduct terms;
• not solicit Customers to transact or pay outside the Platform.

ProAdvice verifies credentials as part of onboarding but does not guarantee, endorse, or warrant the advice, qualifications, or outcomes of any Expert. A trust score and related signals shown on the Platform are indicative only and are based on factors such as profile verification, completion rate, ratings, responsiveness, and repeat clients; a trust score is displayed only after an Expert has completed a number of Sessions.

10.Acceptable use & prohibited conduct

You agree not to, and not to permit others to:

• provide false, misleading, or fraudulent information, or impersonate any person or entity;
• use the Platform for any unlawful purpose, or to give or seek advice that facilitates illegal activity;
• circumvent the Platform to arrange or pay for consultations off-platform, or otherwise avoid fees;
• harass, abuse, threaten, defame, or discriminate against any other user or Expert;
• upload or transmit content that is unlawful, infringing, harmful, obscene, or that contains malware;
• record, copy, or redistribute a Session except as expressly permitted (see Section 13);
• attempt to gain unauthorised access to, interfere with, probe, or disrupt the Platform, its security, or other users' accounts;
• scrape, harvest, or use automated means to extract data from the Platform without our prior written consent;
• infringe any intellectual-property or privacy right of ProAdvice or any third party.

We may investigate suspected violations and take appropriate action, including removing content, suspending or terminating accounts, and reporting to the authorities where required by law.

11.Reviews & user content

After a Session, Customers may rate the experience and leave an optional written review. Ratings and reviews must be honest, based on a genuine Session, and must not contain unlawful, defamatory, abusive, or misleading content, or third-party personal data shared without consent. You grant ProAdvice a worldwide, non-exclusive, royalty-free licence to host, display, reproduce, and distribute the content you submit (including reviews, Smart Briefs, and other materials) for the purpose of operating, improving, and promoting the Platform.

You are responsible for the content you submit and represent that you have the rights to submit it. We may moderate, edit for length or clarity, refuse, or remove content that breaches these Terms, but we are not obliged to monitor user content and do not endorse it.

12.Intellectual property

The Platform, including its software, design, text, graphics, logos, the "ProAdvice" and "برو أدفايس" names and marks, and all related intellectual property, is owned by ProAdvice or its licensors and is protected by applicable laws. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose, subject to these Terms.

You may not copy, modify, distribute, sell, lease, reverse-engineer, or create derivative works from any part of the Platform except as expressly permitted by law or by us in writing. As between you and other users, you retain ownership of the content you create, subject to the licence granted in Section 11.

13.Sessions, recordings & AI features

Sessions take place over secure in-app video provided through a third-party video service. A Session is recorded only when both the Customer and the Expert consent at the time of booking. Where a recording is made, it is stored encrypted and is available for both parties to download via a secure link for a limited period (currently 30 days from the Session), after which the recording is deleted and access ends.

Where you consent to AI processing, optional features such as transcription, a structured post-session summary, and action items may be generated and labelled as AI-assisted. Any transcripts created for these features are encrypted, retained only for the same limited period as the recording, and then deleted. AI processing is carried out by a third-party provider under a data-processing agreement, on an inference-only basis, and your content is not used to train the provider's models. A session prep packet summarising your Smart Brief and relevant history is generated for the Expert ahead of the Session and is not a recording.

14.Privacy & data protection

We process personal data in accordance with our Privacy Policy and the Saudi Personal Data Protection Law (PDPL) and its regulations. The Privacy Policy explains what data we collect, how we use it, the third parties who process it on our behalf, how long we keep it, where it is stored, and the rights available to you — including access, correction, and erasure. By using the Platform you acknowledge that you have read the Privacy Policy.

15.Disclaimers

ProAdvice is a marketplace, not a provider of professional advice. Experts are independent professionals, and any advice, opinion, or information they provide is theirs alone. ProAdvice does not provide, and is not responsible for, the professional content, accuracy, completeness, or outcomes of any consultation.

Information and advice obtained through the Platform are for general guidance and are not a substitute for regulated professional advice — including formal legal, medical, financial, or other licensed professional advice — where such advice is required. You should not rely on a Session as your sole basis for any significant decision, and in matters affecting your health, legal rights, or finances, you should seek appropriately licensed advice and, in an emergency, contact the relevant emergency services.

To the maximum extent permitted by law, the Platform is provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted or error-free operation.

16.Limitation of liability

To the maximum extent permitted by applicable law, ProAdvice, its affiliates, and their officers, employees, and agents will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunity, arising out of or in connection with your use of the Platform or any consultation, whether based in contract, tort, or otherwise, even if advised of the possibility of such damages.

In particular, ProAdvice is not liable for the acts, omissions, advice, or conduct of any Expert or Customer. To the extent ProAdvice is found liable, its total aggregate liability arising out of or relating to the Platform or a particular Session will not exceed the total amount of fees you paid to ProAdvice for the Session(s) giving rise to the claim in the three (3) months preceding the event. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under the laws of the Kingdom of Saudi Arabia.

17.Indemnity

You agree to indemnify, defend, and hold harmless ProAdvice, its affiliates, and their respective officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Platform; (b) your breach of these Terms or applicable law; (c) any content you submit; or (d), in the case of an Expert, the advice or services you provide to a Customer.

18.Suspension & termination

You may stop using the Platform at any time and may request closure of your account through the app or by contacting us. We may suspend or terminate your access to the Platform, in whole or in part, with or without notice, if we reasonably believe you have breached these Terms or applicable law, created risk or possible legal exposure for ProAdvice or other users, or engaged in fraudulent or abusive conduct.

On termination, your right to use the Platform ends immediately. Provisions that by their nature should survive — including payment obligations, the refund policy, intellectual-property terms, disclaimers, limitation of liability, indemnity, and governing law — will survive termination. We retain certain records (such as booking, payment, tax, and legal-acceptance records) for as long as required by applicable law, as described in our Privacy Policy.

19.Changes to these Terms

We may update these Terms from time to time to reflect changes to the Platform, our practices, or legal requirements. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you in the app or by email, and may ask you to accept the updated Terms. Your continued use of the Platform after the changes take effect constitutes acceptance of the revised Terms. If you do not agree, you must stop using the Platform.

20.Governing law & dispute resolution

These Terms, and any dispute or claim arising out of or in connection with them, their subject matter, or formation (including non-contractual disputes), are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia.

The parties will first seek to resolve any dispute amicably. Disputes relating to specific bookings are handled through the Platform's dispute process described in Section 8. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the competent courts and authorities of the Kingdom of Saudi Arabia.

21.Contact us

If you have questions about these Terms, a booking, a refund, or your account, please contact us:

• Email: hello@proadvice.app
• Location: Kingdom of Saudi Arabia

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