Terms and Conditions

These Terms and Conditions govern your use of the MuDeer app and the websites mudeerapp.com and app.mudeerapp.com, and the services you request through them in the State of Qatar. Please read them together with the Privacy Policy before you use the Platform.

In particular, please note that the Confirmation Fee of 10 QAR is paid to us in advance, after you choose an Offer and before any work starts; that the Provider is the one who performs the Service; and that nothing in these Terms limits your rights under the Consumer Protection Law.

1. Who we are

The entity that operates the Platform is identified in the table below and is called "MuDeer", "we" or "us" in these Terms.

2. Definitions

Wherever they appear in these Terms, the following words and phrases have the meanings given next to them:

• "MuDeer", "we" or "us": the operator of the Platform identified in section 1.
• "Platform": the MuDeer app and the websites mudeerapp.com and app.mudeerapp.com.
• "app": the MuDeer app, or its web version at app.mudeerapp.com.
• "User": anyone who uses the Platform, whether a Customer, a Provider or a visitor.
• "Customer": a User who posts a Request.
• "Provider": a business listed on the Platform to offer Services. The Arabic version of the app calls it a "company".
• "Service": the work a Provider performs for a Customer on the basis of a Request posted on the Platform, such as maintenance, cleaning, and car and boat services.
• "Request": what a Customer posts on the Platform to ask for a Service.
• "Offer": the offer a Provider makes on a Request, including the instant fixed-price options marked "Instant price".
• "Confirmation Fee": the fee we charge to confirm a booking. The app calls it the "Request confirmation fee".
• "final invoice": the invoice the Provider issues in the app after completing the Service.
• "start code": a 6-digit code shown only to the Customer, after the Confirmation Fee is paid or for each visit under a recurring maintenance plan, which the Provider enters to start the work. The app also calls it the "Service start code".
• "login code": a temporary code we send you to sign in.
• "report": what a Customer or a Provider files to report a problem with a Request.
• "MuDeer credit": refunded amounts owed to you that are kept on the Platform to pay Confirmation Fees, governed by section 10.
• "recurring maintenance plan": a plan of regular visits for a particular Service that a Provider publishes, with a fixed price per visit.
• "Provider plan": the plan a Provider subscribes to with MuDeer to list its Services on the Platform.
• "business day": any day other than a Friday, a Saturday or an official public holiday in the State of Qatar.
• "Privacy Policy": the Platform's Privacy Policy, which is a separate document from these Terms.

3. Accepting these Terms

These Terms are a binding agreement between you and MuDeer about your use of the Platform.

When you create an account and when you sign in, we show you links to these Terms and to the Privacy Policy. By continuing to create your account or to sign in after that, or by tapping a button that confirms your agreement, you accept these Terms. A Provider accepts them when it sets up its account. We record the version of the Terms you accepted, the time you accepted it and the app or website you used.

If you use the websites without an account, for example to browse them or to send a form, these Terms apply to you within the limits of that use. If you do not agree to these Terms, do not use the Platform.

Requests, Offers and acceptances on the Platform are made electronically. They have the same legal effect as written agreements, even when made through an automated system, under the Electronic Transactions and Commerce Law issued by Decree-Law No. 16 of 2010.

The full text of these Terms remains available on our website at any time, on the Terms and Conditions page, and you can save or print it. We keep a record of each Request, the Offer you chose and its price, the payments and the final invoice. You can see them in your request history in the app, or ask us for a copy by writing to [email protected].

The Privacy Policy governs how we collect and use your personal data, and it is a separate document. Accepting these Terms is not consent to receive marketing messages; we ask you for that consent separately (section 17).

Contracts made through the Platform

• Between you and MuDeer: the agreement to use the Platform under these Terms, including the Confirmation Fee.
• Between the Customer and the Provider: the agreement to perform the Service. It is made when the Customer chooses an Offer, or when the Provider accepts an instant option the Customer chose.

4. Eligibility and accounts

You must have completed 18 years of age to create or use an account. The Platform is not directed at anyone under that age. If we learn that we hold a minor's data, we delete it, as described in the Privacy Policy.

Customer accounts

• Your account is created the first time you sign in with a login code that we send by text message to a Qatari mobile number, or to your email address.
• You can add a mobile number or an email address to your account, or change the one you have, after verifying the new one with a login code. The new number or address replaces the earlier one.
• You must give accurate details and update them when they change.
• Do not share your login code with anyone. You are responsible for what is done through your account, unless it results from a fault on our side. If you think someone else has used your account, tell us immediately at [email protected].

Provider accounts

• We create Provider accounts ourselves after reviewing an application to join. They cannot be created in the app.
• The Provider sets its password through an invitation link we send it, and signs in with its email address and password.
• The Provider is responsible for keeping its password secret and for everyone who uses its account.

5. MuDeer's role

We operate the Platform, through which Customers can post Requests, receive Offers from Providers and choose one. To do this, we:

• operate and maintain the Platform with reasonable care;
• send Requests to the relevant Providers and show you their Offers;
• collect the Confirmation Fee, and collect the Service price on the Provider's behalf when it is paid through the Platform, through Tap Payments;
• issue the start code;
• receive and handle reports and complaints under section 16;
• review Providers before granting them the verified badge.

We do not perform the Services ourselves, and we do not employ the Providers' staff. The Provider performs the Service and is responsible for its quality and safety, for its staff and for the licences the Service requires.

This does not affect any responsibility we have under the law, or your rights under Law No. 8 of 2008 on Consumer Protection.

6. Requests, Offers and bookings

A Service goes through these steps:

1. You post a Request describing the Service you need.
2. Providers send Offers on your Request.
3. You choose an Offer, and the agreement for the Service is made between you and the Provider.
4. You pay the Confirmation Fee; the booking is confirmed and you receive the start code.
5. You give the start code to the Provider when it arrives, and the work starts.
6. The Provider completes the work and issues the final invoice.
7. You pay the final invoice through the Platform.
8. You can then review the Provider.

Posting a Request

• The Platform serves addresses in the State of Qatar only.
• Choose the Service, set the address, describe the work, add photos if you wish, and choose the time: now, in about an hour, or at a date and time you pick.
• No fee is paid when you post a Request.
• Describe the work accurately, and say what the Provider needs to know about access to the place and any risks there.
• You can review and correct the details before you submit the Request. Once you submit it, we give it a reference number and show it in your list of requests. You cannot edit a Request after submitting it, but you can cancel it and create a new one.
• A Request stays available for Offers until you choose an Offer or cancel it, and it remains an open Request until its final invoice is paid or it is cancelled.
• We may set a maximum number of Requests you can have open at the same time. If you reach it, you cannot post a new Request until one of your open Requests is completed or you cancel one.

Who sees your Request

We send your Request to every active Provider that offers the Service you asked for, whatever areas of the State of Qatar it covers. Before you choose any Offer, each of them can see your Request's description, your answers and photos and the name you entered in it, your address text and its location on the map, and a summary of your history on the Platform with the number of your completed Requests and your cancellation rate. Your phone number and access notes are shown only to the Provider whose Offer you choose. For details, see the Privacy Policy.

Offers

• Each Offer gives either a fixed price in Qatari riyals or a statement that the Provider needs an inspection visit before setting the price; such an Offer is marked "Needs inspection". The Offer also gives the proposed time, and may include a note and the expected duration.
• A Provider cannot make more than a single Offer on the same Request.
• An Offer stays open until the Provider changes or withdraws it, you choose another Offer, or the Request is cancelled. A changed Offer replaces the earlier one.
• You can compare Offers by price, time, the Provider's rating, latest reviews and number of completed jobs. The Provider's contact details are not shown before the Confirmation Fee is paid.
• We do not guarantee that every Request will receive Offers.

Instant options

Offers may include fixed-price options marked "Instant price". They are generated automatically from the fixed prices and available times a Provider publishes, without the Provider seeing your Request first. If you choose an instant option, the Provider must accept or decline it within the time the app shows. If the Provider declines it or the time runs out without a reply, your Request goes back to receiving Offers, we tell you so, and you owe nothing. While you wait, you can choose another Offer.

Choosing an Offer

• When you choose an Offer, the agreement for the Service is made between you and the Provider at the price and time in the Offer, with no further acceptance needed from the Provider, and the other Offers are declined. For an instant option, the agreement is made when the Provider accepts it.
• The Offer price is fixed once you choose it, and the Provider may not change it.
• You cannot choose an Offer whose proposed time has passed.
• The booking is confirmed and the start code is issued after the Confirmation Fee is paid (section 8).
• When you choose an Offer, the Provider receives your name, phone number, full address and access notes so that it can prepare for the work. You see the Provider's contact details, namely phone, WhatsApp and email, after you pay the Confirmation Fee.

Time of the Service

The time of the Service is the proposed time in the Offer you chose. The Platform does not currently let you change the time of a confirmed booking outside a recurring maintenance plan. If you need another time, you can agree it directly with the Provider, or cancel the Request before the work starts and create a new one (section 9).

7. The visit, the start code and completion

The start code

After you pay the Confirmation Fee, or for each visit under a recurring maintenance plan, we show you a 6-digit start code, and the Provider does not see it. Give the code to the Provider when it arrives at the place, not before. The Provider enters the code in the app to start the work and cannot start it in the app without the code. Once the code is entered, the work counts as started and you can no longer cancel the Request in the app.

Your obligations during the visit

• Give the Provider safe access to the place at the agreed time.
• Be present, or have an adult you authorise present.
• Tell the Provider about any risks at the place, such as pets or hazardous materials.
• Do not ask the Provider to do unlawful or unsafe work.

If someone does not attend

If the Provider does not attend at the agreed time, you can cancel the Request and get a full refund of the Confirmation Fee (section 9), or file a report (section 16). If you are not present at the agreed time, the Provider may cancel the booking.

Offers that need an inspection

If you choose an Offer that needs an inspection visit, the Provider must, after the inspection and before doing the work, tell you the price and the expected duration in writing, for example by text message or WhatsApp, and you may refuse. If you refuse, the Provider cancels the booking, you owe nothing for the Service, and the Confirmation Fee is refunded to you under section 9.

Extra work

If the Provider finds on site that the job needs work or materials the Offer does not cover, it must tell you before doing them. Extra work is not added to the final invoice of a fixed-price Offer; it can be requested through a new Request on the Platform.

Completion and the final invoice

After completing the work, the Provider issues the final invoice in the app. For a fixed-price Offer, the final invoice must equal the price of the Offer you chose. For an Offer that needed an inspection, the final invoice must equal the price the Provider gave you in writing and you accepted. You then pay the final invoice through the Platform (section 8). If you think the work was not done properly or the invoice is wrong, you can file a report (section 16).

Guarantee of the Service

The Provider must guarantee the Service it performs for a period suited to its nature, and must state in its Offer or the final invoice the guarantee period, what the guarantee covers and your obligations under it. If the Service is not performed properly, you may ask for a refund of the amount you paid or for the Service to be performed again properly, under Law No. 8 of 2008 on Consumer Protection. You can make such requests through reports (section 16), and this does not limit your right to claim them in any other way the law allows.

8. Prices, the Confirmation Fee and payment

The Confirmation Fee

The Confirmation Fee is MuDeer's own fee. We charge it to confirm the booking and to make sure Requests are serious, and it is not part of the Service price. It is due before any work starts, and it is not paid when you post a Request. For an instant option, it is due after the Provider accepts it. The Confirmation Fee that applies to you is the one shown when you choose the Offer.

The Service price

• Prices on the Platform are in Qatari riyals.
• The price of a fixed-price Offer covers the whole price of the Service described in it, including any visit charge or materials the Provider charges for.
• We do not add any tax or payment processing charge to the Offer price or to the Confirmation Fee.
• After the work is completed and the final invoice is issued, you pay it through the Platform. Tap splits the amount directly and sends the Provider's share to the Provider's Tap wallet, and your payment through the Platform settles the price owed to the Provider.
• MuDeer receives its commission from the Provider under their agreement, and the commission is not added to the price you accepted.
• The Service price is paid in full through the Platform, on the final invoice. Do not pay the Provider any amount for the Service outside the Platform, in cash, by bank transfer or otherwise, including any extra amount, because we cannot verify, protect or refund it, and tell us if a Provider asks you to.

How you pay

On app.mudeerapp.com, you pay on Tap's secure payment page. In the MuDeer app, you can pay with the following methods, where available: a card that you enter in Tap's card form shown inside the app, or a card you saved earlier; Google Pay on Android; Apple Pay on iOS; or Tap's secure payment page, which opens in your phone's browser. The methods available to you are shown when you pay, and the amount is the same whichever method you use.

You enter your card details only on Tap's page or in Tap's form, or choose a card you have added to Google Pay or Apple Pay, so we do not see or store your full card number or its security code. The bank that issued your card may ask you to confirm the payment through 3-D Secure.

When you pay with a new card in the MuDeer app, the card is saved for future payments only if you tick the box "Save this card for future payments", which is not ticked in advance. Saving a card requires a verified Qatari mobile number on your account. Tap keeps the saved card, and it is used only when you choose it to pay. You can remove it from "Saved payment cards" under "Settings" in the app, and we then ask Tap to delete it. When you delete your account, we delete your saved cards and ask Tap to delete them too.

The merchant for these payments is MuDeer, which is based in the State of Qatar. We make refunds to the original payment method, unless you ask us to add a refunded Confirmation Fee to your MuDeer credit instead (section 9). Tap processes payments under its own terms and privacy policy, and Google's and Apple's terms apply to Google Pay and Apple Pay.

Invoices

We issue you an invoice in Arabic for the Confirmation Fee, showing our name and address, its date, the type of service and the amount of the fee in Qatari riyals. The Provider issues you a dated invoice in Arabic for the Service, showing its name and address, the type of Service and its price in Qatari riyals.

Payment problems

If the app shows that your payment is not yet confirmed, do not pay again: we check the outcome with Tap and then either apply the payment or refund it to you. If a payment is completed after the Request was cancelled, we refund it in full to the original payment method automatically. If an amount is taken from you twice for the same payment, we refund the duplicate amount to the original payment method.

Promotions and discounts

If we show a promotion or a discount, we state its conditions clearly, and the discount appears in the amount you are asked to pay before you pay.

Your right to dispute a card payment

Nothing in these Terms limits your right to dispute a card payment with the bank that issued your card.

9. Cancellation and refunds

This section is the exchange and return policy required by Minister of Commerce and Industry Decision No. 25 of 2026. Because the Platform offers services, not goods, it sets out the rules for cancellation and refunds. We show you these rules before you pay and ask you to accept them.

Cancelling a Request

You can cancel your Request in the app at any time before the Provider enters the start code, with no cancellation fee. A Request cannot be cancelled in the app after the work has started. Each cancellation you make counts towards your cancellation rate, which Providers can see (section 13). The Provider can cancel a booking until it issues the final invoice, even after the work has started.

Refund of the Confirmation Fee

We refund the Confirmation Fee in full to the original payment method within 14 days of the cancellation, the rejection or the date your entitlement is established. When the amount then appears in your account depends on the bank that issued your card. You can instead ask us to add the amount to your MuDeer credit (section 10).

If the Service is not performed properly

If a report establishes that the Service was not performed properly, you may ask for a refund of the amount you paid or for the Service to be performed again properly (section 7). If you are entitled to a refund, we also refund the Confirmation Fee, and we refund the Service price paid through the Platform, in full or in part as the case may be, to the original payment method.

Recurring maintenance plans

You can cancel or reschedule an individual visit before it starts, and cancel the whole recurring maintenance plan at any time with no fee (section 11).

10. MuDeer credit

MuDeer credit consists of refunded amounts owed to you that you chose to keep on the Platform instead of having them returned to your original payment method, or that were added to it under rules that applied before. The following rules apply to it:

• It can be used to pay future Confirmation Fees.
• It cannot be transferred to another person or account, and it is refunded only as this section provides.
• It does not expire.
• Your balance is shown in the app.
• When you delete your account or we close it, we refund any remaining balance to your original payment method, or by bank transfer to an account in your name if that is not possible, without you having to ask, and you do not lose it because of the deletion or closure.

11. Recurring maintenance plans

Some Providers may publish recurring maintenance plans, which the app shows as "Recurring services". When they are available, the following rules apply:

• Term: 1, 3, 6 or 12 months, with weekly, every-other-week or monthly visits.
• Price: a fixed price per visit, which stays the same for the whole term.
• Payment: you pay each visit after it is performed, on its final invoice through the Platform. You pay nothing in advance, and no Confirmation Fee is due on visits.
• Acceptance: once the Provider accepts your subscription, it is committed to every visit in the term, without having to accept each visit separately.
• Visits: visits are scheduled automatically, and each visit has its own start code. Because no Confirmation Fee is paid on visits, the app does not show you the Provider's contact details for them.
• Changes and cancellation: you can pause the subscription, resume it if its previous time is still free, change the times of future visits, reschedule or cancel an individual visit before it starts, and cancel the whole subscription at any time with no fee. Cancellations count towards your cancellation rate.
• On the Provider's side: the Provider may decline your subscription before accepting it, and may reschedule or cancel a visit; we may cancel the subscription. We tell both parties when this happens.

12. Terms for Providers

This section applies to Providers, in addition to the rest of these Terms. A Provider deals with the Platform in its business capacity. Its Provider plan and any written agreement between it and us also apply to it, and the written agreement prevails if they conflict.

Joining and verification

• Businesses apply to join through our website. We create the Provider account after reviewing the application, and we send the Provider an invitation link, valid for 72 hours, to set its password.
• The Provider gives accurate and up-to-date details about its business, its contact person, its Services, prices, working hours and areas, and, when we ask, about its staff.
• To receive payments, the Provider gives us the details and documents that Tap requires for verification, and we submit them to Tap. They include the business's details and its trade licence or freelancer certificate; details of its representatives, including name, identity number, nationality and date and place of birth; and its bank account details and international bank account number (IBAN). Tap accepts only licensed businesses or holders of a freelancer certificate. See the Privacy Policy.

Plans and fees

• The Provider chooses a Provider plan. The Provider's plan or written agreement with us sets the plan fee and MuDeer's commission.
• The commission applies to Services that are completed and paid through the Platform. It is calculated on the Service price, not on the Confirmation Fee.
• The commission is deducted from the amount Tap transfers to the Provider when the Customer pays through the Platform. Otherwise, it is due as set out in the Provider's plan or agreement.
• If the plan fee is not paid, the plan's benefits stop, including its priority in listings (section 13).

Payouts to the Provider

Tap transfers the Provider's share of amounts paid through the Platform to the Provider's Tap wallet once Tap has approved the Provider's verification. Payout timing and any fees Tap charges are governed by Tap's terms and by the Provider's agreement with us.

Provider obligations

The Provider must:

• obtain and keep the licences and permits its Services require, including registration in the Commercial Register;
• make Offers in good faith, and keep to the price and time in an Offer that the Customer chooses;
• accept or decline instant options within the time the app shows, if it publishes fixed prices and available times;
• attend at the agreed time, and ask the Customer for the start code on arrival;
• perform the Service with care and in line with professional standards and the law, including Law No. 8 of 2008 on Consumer Protection and its Executive Regulation; guarantee the Service for a period suited to its nature; and perform it again or refund its price if it is not performed properly;
• state the guarantee period of the Service and what it covers in the Offer or the final invoice;
• for repair work, give the Customer a written estimate of the cost and duration before starting, list the replaced parts and their price on the invoice, stating whether they are new, used or refurbished, and guarantee the replaced parts for at least 6 months for durable goods and 3 months for other goods from delivery after the repair;
• issue the Customer an invoice in Arabic for the Service, and not issue a final invoice that differs from the agreed price;
• be responsible for its staff, their conduct and safety, and any damage they cause;
• show accurate and non-misleading information in its profile and Offers;
• present the data and prices of its Services in its Offers and profile in Arabic, and it may add another language;
• not cancel a confirmed booking without an acceptable reason; repeated cancellations or failures to attend may lead to suspension of the account;
• tell the Customer without delay, by phone, by message or by any other agreed means, of any delay or difficulty that materially affects the Service;
• if it accepts a subscription to a recurring maintenance plan, keep to all its visits at the fixed price per visit.

Customer data

The Provider is an independent controller of the personal data it receives about Customers, within the meaning of Law No. 13 of 2016 on Protecting Personal Data Privacy. It must use that data only to perform the Service requested, protect it, not use it for marketing, and delete it when it is no longer needed, unless the law requires it to be kept.

Dealing through the Platform, and no circumvention

The Platform depends on Customers and Providers dealing with each other through it. For every Request it receives through the Platform, and towards every Customer it meets through the Platform, the Provider must therefore:

1. perform the Service only through the Platform, and not perform it, or any extra or follow-up work connected with it, outside the Platform, itself or through anyone else;
2. have the Service price paid in full through the Platform, on the final invoice, including materials and any visit or inspection charge, and not ask for or accept any payment for the Service outside the Platform, in cash, by bank transfer or by any other means;
3. not ask for or accept any amount above the final invoice; if the job needs extra work or materials, they are agreed and paid through the Platform, by a new Request;
4. not issue invoices or receipts outside the Platform for a Service requested through it;
5. not ask or encourage the Customer to cancel the Request on the Platform, or to contract or pay outside it, even in return for a discount or a lower price;
6. not use the Customer's details or contact means obtained through the Platform to contract with the Customer outside the Platform for services of the kind offered on the Platform, for 12 months after the last Request it performed for that Customer through the Platform.

If payment through the Platform cannot be made when the work is completed because of a technical problem, the Provider must not collect the amount outside the Platform; it must tell us, and we arrange payment through the Platform.

We look into every report of such conduct that we receive from Customers. If we establish that a Provider has breached any of these obligations, we may, depending on how serious the breach is, warn it, or suspend or close its account (section 21), and the Provider remains liable for the commission that would have been due had the Service been paid through the Platform, and for any damage the breach causes us or the Customer.

Public profile

The Provider's profile is shown publicly on the Platform, including its trade name, logo, photos, description, areas, rating, number of completed jobs and latest reviews. Its contact details are not shown publicly. The Provider grants us a non-exclusive, free licence to use its name, logo, photos and description to show its profile and Offers on the Platform.

Pausing and closing the account

• The Provider can pause receiving new Requests at any time, without affecting its existing bookings.
• The Provider can close its account in the app if it has no open Requests, pending Offers or amounts due to us. Closing the account deactivates it and hides the profile. We keep business records for the periods set out in the Privacy Policy, and within 30 days we delete the personal data of the Provider's contact persons, authorised representatives and staff that the law does not require us to keep; closing the account counts as the request for this deletion.

Liability between MuDeer and the Provider

• To the extent the law allows, the Provider must indemnify MuDeer against any claims or damage arising from its Services or from its breach of these Terms or the law.
• Except in cases of fraud or gross negligence, MuDeer's contractual liability to the Provider does not exceed the total amounts MuDeer received from the Provider in the 12 months immediately before the claim.

13. Ranking and the verified badge

How Providers and Offers are ordered

Lists of Providers for MuDeer Services, such as the list of Providers for each Service, are ordered first by the Provider plan, with paid plans shown higher and the VIP plan first, then by whether the Provider holds the verified badge, then by rating and number of completed jobs. Instant-price options are drawn from Providers in the same order. Offers on your Request are ordered by their status and then by price.

How your Requests are shown to Providers

Your Requests are ranked for Providers by a quality score calculated automatically from how complete the Request is, such as its description, photos, address accuracy and timing, and from your history on the Platform, namely the number of your completed Requests and your cancellation rate. Providers can see a summary of this score. See the Privacy Policy.

The verified badge

Some Provider profiles show a "Verified" badge. It means that we have checked the Provider's registration in the Commercial Register and its trade licence. Not every Provider has this badge. The badge is not a guarantee of the quality or results of the work, and it does not reduce your rights against the Provider.

The "Featured" badge

Some Provider profiles, Provider lists and Offers also show a "Featured" badge, which the MuDeer app displays as "VIP". We decide which Providers carry it, and it marks Providers that we promote on the Platform. "VIP" is also the name of our highest paid Provider plan, whose Providers appear first in Provider lists and instant-price options, as described above. The badge does not change the order of the Offers on your Request, and it is not a rating or a guarantee of the quality of the work.

14. Reviews and user content

Reviews

• After you pay the final invoice, you can rate the Provider from 1 to 5 stars with an optional comment, and a Request cannot be reviewed more than once.
• Your review is published on the Provider's public profile and shown to other Customers comparing Offers, together with the name you gave us in your account or in your Request.
• The app does not let you edit or delete a review after you submit it, but you can ask us to delete it by writing to us.
• When you delete your account, we put a neutral label in place of your name on your reviews.
• A review must be honest and based on your actual experience. A Provider may not offer anything in return for a review, or review itself.
• We may delete or hide any review that is unlawful, abusive, misleading or unrelated to the Service, and we do not delete a review just because it is negative.

Your content

Your content includes Request descriptions and answers, photos, notes, reviews and reports. You keep your rights in it, and you give us a non-exclusive, free licence to host, show and make it available as needed to operate the Platform and perform the Services, and to show your reviews on the Platform. This licence ends when the content is deleted from the Platform. Photos may carry information that your device adds, such as location, so attach only the photos the work needs, and avoid photographing people or documents. See the Privacy Policy.

Reporting unlawful content

If you see content on the Platform that you believe breaks the law or these Terms, tell us at [email protected], saying where the content is and why; it helps if you also give your name and a way to contact you. We review the notice without delay, and we remove the content or block access to it if we find that it breaks the law or these Terms.

15. Prohibited conduct

When using the Platform, you must not:

• give false or misleading information, impersonate someone else, or use another person's account;
• post fake or non-serious Requests, Offers or reviews;
• publish photos or information that intrude on the private or family life of any person, even if true, or photograph people or publish their photos without their knowledge or consent;
• insult, defame or abuse anyone, offend social principles or values, or publish anything contrary to public order or public morals;
• harass or threaten Providers, Customers or our staff;
• request or provide unlawful services;
• exchange contact details in Offers or notes before the Confirmation Fee is paid, in order to contract outside the Platform;
• access the Platform or its systems without authorisation, try to hack or disrupt them, introduce malicious software into them, or collect data from them by automated means;
• misuse the start code or login codes, or disclose them to anyone not entitled to them;
• copy the Platform, our trademarks or our content without our permission.

Some of these acts are crimes under the Cybercrime Prevention Law issued by Law No. 14 of 2014. If you breach this section, we may remove the content, restrict or suspend your account under section 21, and inform the competent authorities where appropriate.

16. Reports and complaints

Filing a report

• You can file a report about a Request from the Request page in the app, using "Report a problem" and choosing one of the reasons the app lists, such as no-show, poor quality, overcharging, damage to property, unsafe behaviour, not as described, a payment problem, or another reason.
• Each party can open a report on a Request, and cannot open another report on it until the open report is closed.
• You can also file a report or a complaint by writing to [email protected]. A Provider can file a report about a Request assigned to it, or write to [email protected].

How we handle reports

We acknowledge a report or complaint within 2 business days and aim to resolve it within 14 days of receiving it, and we tell you about each change in its status. We may ask both parties for information or photos.

A report may end with any of the following:

• no action, if the problem is not established;
• a refund of the Confirmation Fee;
• a full or partial refund of the Service price paid through the Platform;
• the Provider performing the Service again properly;
• action concerning either party's Platform account, such as restricting or suspending it.

Our decision on a report does not take away any right you have under the law, including your right against the Provider to a refund or to have the Service performed again, and your right to complain to the authorities and to go to court.

Complaints to the authorities and the courts

You may at any time complain to the Ministry of Commerce and Industry about your rights as a consumer, on 16001 or through its other official channels, and you may also go to the competent courts of the State of Qatar, without first having to complete our process. You also have the right to complain about your personal data to the National Cyber Security Agency, which asks individuals to contact the organisation concerned first; the Agency's contact details are in the Privacy Policy.

17. Communications and notices

• We send you the service messages you need to use the Platform, including login codes by text message or email, and notifications about Requests, Offers and payments in the app and as push notifications. Some service notifications may be in Arabic only.
• Push notifications are optional. You can turn them off in your device settings, but you may then miss important updates about your Requests.
• We send you marketing messages only after you have given your prior, explicit consent. Each marketing message states that it is an advertisement and that MuDeer is the sender, and includes an easy way to stop such messages. You can withdraw your consent at any time without affecting service messages. See the Privacy Policy.
• Messages we send you through the app, by email or by text message count as written notice for the purposes of these Terms. Send your notices to us at the email addresses in section 26 or to our registered address.

18. Third-party services

The Platform relies on third-party services, including:

• Tap Payments services, to process payments and transfer Providers' shares;
• Google Maps, to show maps and search for addresses;
• Google Pay and Apple Pay in the MuDeer app, where available, and the payment methods that Tap's secure payment page offers;
• WhatsApp and the phone, when you choose to contact the Provider through them.

These services are governed by the terms and privacy policies of the companies that offer them, and this does not limit our obligations under these Terms or the law. See the Privacy Policy.

19. Intellectual property

The Platform, its design, software and content, and the MuDeer trademark belong to us or to those who licensed them to us. We grant you a limited, non-exclusive, non-transferable and revocable licence to use the Platform under these Terms, for your personal purposes as a Customer or for your business purposes as a Provider. You may not copy, modify or distribute the Platform or use our trademarks without our written permission, except within the limits the law allows.

Download the MuDeer app only from our websites or from the app stores that we point to on those websites. We may ask you to update the app to keep using it.

20. Liability

The Provider's responsibility

The Provider is responsible to the Customer for performing the Service, its quality and safety, and any damage that the Provider or its staff cause.

Our responsibility

• We are responsible for operating the Platform with reasonable care, for the Confirmation Fee and the amounts we collect, for handling reports under these Terms, and for the accuracy of the information we give about the Platform.
• We do not guarantee that the Platform will work without interruption or errors. It may stop for maintenance or for technical reasons, and we work to restore it as soon as possible.
• Except in cases of fraud or gross negligence, we are liable under these Terms only for damage that could normally have been foreseen at the time of contracting.

What these Terms do not limit

Nothing in these Terms excludes or limits:

• liability for fraud or gross negligence;
• liability for unlawful acts (tort), which cannot be excluded by advance agreement;
• your rights under Law No. 8 of 2008 on Consumer Protection, including your right to receive correct information, to have the Service performed again or its price refunded, and to fair compensation;
• any other liability that the law does not allow to be excluded or limited.

Force majeure

No party is liable for a breach or delay caused by an external cause beyond its control, such as force majeure or an unforeseeable event, including natural disasters, decisions of public authorities and widespread outages of communication networks. If this prevents the Service from being performed, the booking is cancelled and the Confirmation Fee is refunded under section 9.

21. Suspension, termination and account deletion

Suspension by us

• We may restrict, suspend or close your account if you breach these Terms or the law, if we reasonably suspect fraud or misuse, to protect the safety of Users, to comply with a request from a competent authority, or if a Provider does not pay amounts due to us.
• We tell you about the action and the reason for it, unless the law, an ongoing investigation or safety reasons prevent us from doing so. You can object by writing to us, and we handle your objection under section 16.
• A suspended Customer can still sign in, see their request history and follow their reports, but cannot make any change in the app, including posting, cancelling or paying for a Request, reviewing, filing a report or deleting the account. A suspended Customer can ask us for any of these by writing to [email protected].

Deleting your account

• You can delete your account from "Privacy & data" in the MuDeer app, or from your profile page at app.mudeerapp.com, or by writing to [email protected], including when your account is suspended.
• You cannot delete your account while you have an open Request, so complete or cancel it first.
• When you delete your account, we refund your MuDeer credit (section 10), and we keep some data for the periods set out in the Privacy Policy.

Effects of ending

Suspending or ending an account does not affect rights and obligations that arose before it, including amounts due and open reports. Provisions of these Terms that by their nature should continue after termination, such as those on liability and governing law, continue to apply.

22. Changes to these Terms

We may change these Terms to reflect changes to the Platform or the law. We tell you about every change in the app, by email or by text message. A change is material if it affects fees, the cancellation and refund rules, our liability, or your rights or obligations; we tell you about a material change at least 14 days before it takes effect, unless the law requires otherwise, and we ask you to accept the new version.

Changes do not apply to Requests whose Offers you chose before the changes took effect. If you do not agree to a change, you can stop using the Platform and delete your account.

23. Governing law and courts

These Terms are governed by and interpreted under the laws of the State of Qatar. The competent courts of the State of Qatar have jurisdiction over any dispute arising from or relating to them. We do not require Customers to use arbitration.

We try to settle any disagreement amicably through reports and complaints (section 16), but this is not a condition for going to the competent authorities or the courts.

Nothing in these Terms limits your rights that cannot be waived under Law No. 8 of 2008 on Consumer Protection, or your right to complain to the Ministry of Commerce and Industry or to the National Cyber Security Agency.

24. Language

These Terms are published in Arabic and English. If the English text differs from the Arabic text, the Arabic text prevails.

25. General provisions

• These Terms and the rules we show on the Platform when you make a Request or a payment, together with, for a Provider, its Provider plan and any written agreement with us, form the entire agreement between you and us about the use of the Platform. The Privacy Policy is a separate notice that explains how we process your personal data, and it is not part of this agreement.
• If a court finds any provision of these Terms void or unenforceable, only that provision is affected, and the other provisions remain in force.
• A delay by us in exercising any right is not a waiver of it.
• You may not transfer your rights or obligations under these Terms to anyone else without our consent. We may transfer them to an entity that succeeds us in operating the Platform, provided that we tell you and that this does not reduce your rights.
• These Terms do not create a partnership or an employment relationship between MuDeer and a Provider, nor an agency, except for our collection of amounts on the Provider's behalf through the Platform.

26. Contact us

• Customers, general enquiries and privacy requests: [email protected].
• Providers: [email protected].
• Registered address: see section 1.
• Legal notices: to our registered address, or to [email protected].