Legal
Complaints procedure
Last updated: 24 October 2026Version: 2026-10-24
We aim to resolve any problem you face quickly and fairly. This page explains how to file a complaint, the information that helps us handle it, our response times, and how to escalate inside and outside Hayyiz.
In short
- File your complaint through the complaint form, or with the “Report” button on a listing, profile or chat.
- We respond to complaints within 8 hours, and within 4 hours for fraud and off-platform dealing reports.
- If the problem concerns a paid booking, open a dispute from the booking page and the amount stays on hold until we review the case.
- If you are not satisfied with the outcome, reply on the same request and ask for escalation; management will review it.
- You may contact the Ministry of Commerce (1900), or the Saudi Data and AI Authority for personal data complaints.
This summary is for convenience only; the full text below is the binding reference.
1.How to file a complaint
- From the Contact us page: choose “Complaint”, select its type and the related booking if any, and attach photos or documents.
- With the “Report” button on a listing, a profile, a review or a chat message: the report reaches us linked to that exact content.
- From the booking page: “Open a dispute” for any disagreement about handover, the space’s condition or the items; the amount stays on hold with the payment provider until a decision is made.
You will receive a request number (such as HZ-000123) and a follow-up link by email. You can reply and attach files from that link or from “My requests” in your dashboard.
2.What to include
- The booking number (HYZ-…), the listing link, or the name of the account concerned.
- A short description of what happened and when.
- Photos, screenshots or documents that support the complaint.
- The outcome you are asking for (a refund, a data correction, removal of content, or something else).
Never send passwords or bank card details in a complaint. The Hayyiz team will never ask for them.
3.Response and handling times
| Request type | First response within |
|---|---|
| Fraud reports and requests to deal or pay outside Hayyiz | 4 hours |
| Complaints and booking or payment issues | 8 hours |
| General enquiries | 24 hours |
After the first response we follow up on the same request until the complaint is resolved, and we tell you the decision and the reasons for it. If we need more information we will ask you for it, and the clock pauses until we receive it.
4.Escalation within Hayyiz
- Reply on the same request, state that you are asking for escalation, and explain why you are not satisfied with the outcome.
- Hayyiz management reviews the request, its attachments, and the booking and chat history, and replies with a final decision.
- In disputes over a paid booking, Hayyiz decides whether to release the amount to the host or refund it to the renter under the Cancellation and refund policy and the Terms of use.
5.Official authorities
Filing your complaint with Hayyiz first helps resolve it faster, but you always have the right to contact the competent authorities:
- Ministry of Commerce: call the unified number 1900, use the “Commercial Report” (Balagh Tijari) app, or visit mc.gov.sa.
- Saudi Data and AI Authority (SDAIA): for complaints about how your personal data is processed, through sdaia.gov.sa.
You can read how we handle your data in the Privacy policy, and request a copy of it or delete your account from Settings.