Customer Terms of Use

Version 1.0 — effective from 5 November 2026

These Terms have four parts. Part one (sections 1 to 22) is the Terms of Use. Part two (sections 23 to 36) is the Content, Image Rights and Community Guidelines. Part three (sections 37 to 47) is the Payments, Wallet and Invoicing. Part four (sections 48 to 61) is the Complaints and Dispute Resolution. The Privacy Policy and the Cancellation, Rescheduling and Refund Policy are separate pages in the app and on the website and form part of your agreement with Sworah. These Terms were written in Arabic and translated into English; where the two texts differ, the Arabic text prevails.

Part one: Terms of Use

These Terms govern your use of the Sworah app and website and your booking of photography sessions through them. Read them before you create your account; by creating the account, these Terms, together with the policies they name, become a contract between you and Sworah.

1. Definitions

1.1 "Sworah", "the platform", "we" or "us": the company that operates the two Sworah apps, its website and its console, whose name and registration details are in clause 2.
1.2 "You" or "the customer": the person who creates an account in the customer app or books a photography session through it.
1.3 "The photographer": the independent photography service provider, an individual or a studio, whose identity and documents Sworah has verified and whom Sworah has admitted to the platform, and who performs the session on Sworah's engagement.
1.4 "The session": the photography or video service you book, with the service, sub-services, duration, time and place stated in the booking summary.
1.5 "The booking": the contract that arises between you and Sworah when you pay for the session under clause 7, together with the chat, delivery and review attached to it.
1.6 "The request": the booking message you send to one or more photographers before one of them accepts it and you pay.
1.7 "The catalogue": the list of categories, services and sub-services that Sworah defines and within which photographers set their prices.
1.8 "The wallet": the record of credits entered for your account with Sworah under the payments document; it can be spent only on Sworah bookings.
1.9 "The policies": the documents listed in clause 21.2, which form part of these Terms.
1.10 "Day": a calendar day; "business day": an official working day in the Kingdom of Saudi Arabia, unless stated otherwise.

2. Who we are and our role

2.1 The Sworah service is provided by the company whose registration and contact details are these; they also appear on the "About" screen in the app and in the website footer:
Phone: 920000000
WhatsApp: +966500000000
2.2 Sworah is the party that sells you the session: you contract with us for it, we engage the photographer to perform it, we take your payment in our own name, and we answer to you for the performance of the booking under these Terms. The photographer's share of the price is Sworah's cost and is no concern of yours.
2.3 Photographers are independent service providers: they set their own prices within the catalogue, accept or decline requests as they choose, and work with their own equipment on their own responsibility. They are neither employees nor agents of Sworah.
2.4 Sworah verifies every photographer's identity and documents before admitting them and may re-verify them. Verification, ratings and profile badges are indicators we show in good faith; they are not a guarantee of a particular result.
2.5 We do not guarantee that a particular photographer is available at a particular time, or that anyone will accept your request. What we do guarantee is stated in these Terms and in the policies.

3. Eligibility and the account

3.1 To create an account you must have completed 18 years of age and be of full legal capacity. A person who has not completed 18 years may not create an account or book, even with a guardian's consent.
3.2 If you book a session in which a child or a person under 18 will appear, you book it in your own name as that person's guardian or with the guardian's authority, and you carry the obligations of these Terms on their behalf.
3.3 Each person may hold one customer account, tied to one Saudi mobile number. You may not create an account for another person or under a false name, or transfer or sell the account.
3.4 At sign-up we ask for your mobile number, name, date of birth and nationality, and optionally your e-mail. The Privacy Policy says why we ask for each item and what follows if it is not given.
3.5 Keep your account details accurate and current, and tell us if your mobile number changes. We may ask for proof of your identity or age where there is reasonable cause for doubt, and suspend the account until it is given.
3.6 The account is personal; it may not be used to book sessions for others for a fee without a written agreement with Sworah.

4. Account security and the sign-in code

4.1 You sign in with your mobile number and a one-time code sent to you by text message. The account has no password, and nobody from Sworah will ever ask you for the sign-in code.
4.2 The sign-in code is secret and personal. Do not share it with anyone or enter it in any site or app other than Sworah. Everything done from your account after a sign-in with a valid code is treated as done by you, unless you had already told us that your number or device was out of your control.
4.3 If you suspect that someone has signed in to your account, tell us at once through clause 22 so that we can end the open sessions and suspend the account temporarily.
4.4 We take technical and organisational measures to protect your account, among them encrypted connections, limits on sign-in attempts and logging of security events; the Privacy Policy describes them. No system is absolutely secure, which is why we ask you to look after your number and your device.
4.5 You can close your account at any time from inside the app, in clear steps, under clause 18.

5. How the photographer is matched

5.1 You create a request by choosing the service, the sub-services, the quantity, the time and the place, then choosing one or more of the photographers available in your area, up to 10, to whom the request is sent.
5.2 Before you send the request, the app shows you each chosen photographer's price for the session, computed from that photographer's own prices for the chosen service and sub-services. The price you see is the price you will pay if that photographer accepts.
5.3 The request stays open for the period shown in the app and then expires by itself if nobody accepts it. The first of your chosen photographers to accept becomes the photographer of the booking at their price; the request is withdrawn automatically from the others, and the booking then awaits your payment.
5.4 Before the booking you see only the photographer's public profile: name, pictures, bio, ratings, the equipment they pick from Sworah's catalogue, and the approximate distance in kilometres. You do not see their contact details or exact position, and they do not see yours. A studio's address is shown to you for studio sessions only, after the booking is confirmed.
5.5 If the photographer withdraws from a paid booking before the session, we refund everything you paid for that booking and may add an apology credit to your wallet; where we can, we also propose another photographer for the same service and time, which you are free to accept or refuse. A photographer's withdrawal is never counted against you.
5.6 The photographer may not send someone else to perform the session without your consent given through Sworah. If someone other than the agreed photographer arrives, you may refuse the session, and the case is treated as a withdrawal under clause 5.5.

6. Scope of the service and what "delivery" means

6.1 Services are organised in the catalogue on three levels: a category, then a service, then sub-services. The billing unit (by the hour, by the session or otherwise) belongs to the service and is shown in your booking summary.
6.2 The scope of the session is what you chose in the request: the service, the sub-services, the quantity and the duration. What you did not choose is not part of the booking; any addition the two of you agree at the location is agreed in the chat and recorded there, and is priced and paid through Sworah, not outside it.
6.3 Raw (RAW) files are not included unless the description of the service or sub-service says so expressly.
6.4 "Delivery" is the photographer posting the link to the gallery of edited pictures on the booking page in the app after the session time, with a notification to you. The photographer may change the link within 60 minutes of the first posting; the link is then locked, and locked for good once you rate the booking.
6.5 "Completion" is the closing of the booking after delivery: it happens when you rate the booking, or when the photographer marks it finished after delivery. The complaint period in clause 13 runs from the date of completion.
6.6 The photographer's screen shows the equipment they picked from the equipment catalogue, by way of information. Replacing an item with an equivalent one is not a breach unless a specific item is part of the sub-service's description (such as drone photography).

7. Forming the booking and paying on time

7.1 Before you pay, the app shows you the photographer, the service and sub-services, the date, time and place of the session, and the total price including VAT. These Terms and the policies are linked from your account at all times.
7.2 By tapping the pay button and completing the payment you conclude the contract, and the booking arises between you and Sworah on the details shown.
7.3 After payment the booking page shows the booking's number, details and status, and you are notified of every change to it. The booking page is your record of the contract.
7.4 The booking must be paid within the payment period shown in the app after the photographer's acceptance; otherwise it expires by itself with no obligation on you, and the photographer's time is released.
7.5 If you make a mistake in the request (the time, the place or the quantity), tell us within 24 hours of sending it and before the session; we correct it with the photographer where possible, otherwise clause 10 applies. If the mistake is ours (such as an obviously wrong price), we tell you before the session, and you may proceed at the correct price or withdraw and recover everything you paid.
7.6 The agreed date and time of the session are those shown on the booking. The agreed delivery date is the one stated in the service description or agreed with the photographer in the booking chat; if none is stated, it is 14 days from the date of the session.
7.7 If the photographer expects to be late for the session or the delivery date, they must tell you in the booking chat before the time. If the performance of the session or the delivery is more than 15 days late against the agreed date, the delay is not due to force majeure and the two of you have not agreed a new date, you may terminate the booking through a complaint and recover everything you paid and the costs the delay caused you.
7.8 The photographer waits for you at the location for 30 minutes after the agreed time; if you do not appear and have not told us, it counts as a no-show and the cancellation policy applies.

8. Prices and VAT

8.1 All prices are in Saudi riyals and include value added tax at the statutory rate (15% today). There are no hidden charges: every fee or discount appears as its own line in the summary before payment and on the booking page.
8.2 The price of the session is the photographer's price you saw before sending the request; it does not change after acceptance except through a change you ask for in the scope, time or place under clause 10.
8.3 Where a promotional price or a discount coupon is offered, its validity period and conditions appear with the offer. A coupon has no cash value, is used once per booking unless stated otherwise, is returned on cancellation under its own conditions, and may be cancelled if used fraudulently or through several accounts.
8.4 Location costs your session requires, such as entry fees, a photography permit or parking, are not part of the price unless the summary says so, and are borne by you.
8.5 We may change service prices or fees in the future; a change does not affect a booking you paid for before it.

9. Payment, wallet and invoicing

9.1 You pay by the payment methods shown in the app. When you pay by card, your card details are handled by the payment service provider shown at payment, never by Sworah, and Sworah never stores a card number. The Payments, Wallet, Payouts and Invoicing Terms (Part three of these Terms), which form part of these Terms, set out the payment methods, the moment of charge and the refunds.
9.2 Once Sworah's VAT registration is in force, we issue you a tax invoice in Sworah's name for every payment, showing the service, the session date, the price, the VAT and the payment method, and a credit note for every refund; until then the booking page and your payment receipt are your record of the payment.
9.3 The wallet is a record of credits entered for your account: refund credits you choose to keep in the wallet, apology or compensation credits we grant, and coupon credits. It can be spent only on Sworah bookings. There is no topping up, no transfer between users and no interest.
9.4 A refund goes back the way you paid: a card payment to the card, a wallet payment to the wallet. Refund credits in your wallet do not expire while your account exists. Apology credits and coupons may carry an expiry date stated when they are granted.
9.5 If a payment fails or is charged twice by mistake, tell us through clause 22; we correct a duplicate charge within 5 business days of verifying it. Before you ask your bank to dispute a transaction, contact us first; a bank dispute over a booking that was performed or cancelled under these Terms closes the booking and may lead to suspension under clause 18.

10. Your right to rescind, cancellation and rescheduling

10.1 You may cancel a booking from inside the booking with the "Cancel booking" step at any time before the session begins; the app shows you, before you confirm, how much of the price comes back under the Cancellation, Rescheduling and Refund Policy. Your statutory right to withdraw from a distance contract is exercised the same way and is never cut back by these Terms.
10.2 When you rescind or cancel, you bear the cost of rescinding stated in the Cancellation, Rescheduling and Refund Policy, which is shown to you before you pay. The cost is measured from the time remaining until the agreed session time, because it reflects the photographer's time that was reserved and the cost of arranging the session. At the date of this version the schedule is: cancellation 24 hours or more before the session returns the full price; 12 hours or more before, 75% of the price is returned; less than 12 hours before, 50% of the price is returned.
10.3 After the rescission period ends you keep a contractual right to cancel the booking on the same schedule until the session time.
10.4 We never describe a booking as "non-refundable". What is returned and what is counted as a cost is always stated in the Cancellation, Rescheduling and Refund Policy and on the refunds page in the app.
10.5 The amount is returned the way you paid (clause 9.4) within 15 days of the cancellation; it may take further time to appear in your account, as set by your card issuer.
10.6 Changing the time or place of the session after payment needs the photographer's agreement, asked for in the booking chat; our team can help through "Contact us". If the change is not possible, you may keep the booking or cancel it, and clause 10.2 applies to the cancellation. No fee is charged for a change.
10.7 If you do not appear for the session and have not told us, the no-show cost stated in the Cancellation, Rescheduling and Refund Policy applies; it is a pre-estimate of what the photographer and Sworah lose from the reserved time, and a court may reduce it if it exceeds the actual harm.
10.8 Weather that prevents the shoot, closure of the location, or a documented event beyond anyone's control: the session is rescheduled first at no cost; if no suitable date is found within the period stated in the Cancellation, Rescheduling and Refund Policy, the full amount is returned.
10.9 If the photographer cancels or does not appear, clause 5.5 applies and you bear no cost.
10.10 Your right to rescind and cancel here does not affect your other statutory rights, including your right to complain to the Ministry of Commerce under clause 19.

11. Your duties at the session

11.1 You undertake that the location you chose is available for photography at the agreed time, that you have the consent of the location's owner or manager, and that you hold any photography permit the place requires (such as public and tourist places, government premises, shopping centres, hotels and schools). A refusal by the location, or a missing permit, is treated as a cancellation by you.
11.2 You undertake to tell everyone who will appear in the pictures, guests and companions alike, that the session will be photographed, and to obtain their consent, the consent of the guardian of anyone under 18, and the consent of the host of the occasion. The photographer may stop photographing anyone who objects.
11.3 Women-only occasions and private occasions stay private: their pictures are not used in the photographer's portfolio or in Sworah's marketing, and are not shared outside the booking except with the separate, documented consent of the people who appear in them, under Part two of these Terms.
11.4 Do not ask for photography that the law prohibits or that offends public decency, nor of accident or crime scenes, security or military installations, places that forbid photography, or security-camera footage; and do not ask for drone photography from a photographer who does not hold the licence for it. The Content, Image Rights and Community Guidelines (Part two of these Terms) list the prohibited subjects and places.
11.5 Treat the photographer with respect. No harassment, abuse, discrimination or pressure on the photographer to break the law or these Terms. The photographer may end the session if abused or if their safety is at risk, and the booking is then treated as a no-show by you.
11.6 You are responsible for the safety of the location you chose to the extent it is under your control, and for harm that you or your guests cause to the photographer or their equipment.
11.7 Do not ask the photographer for a service outside the scope of the booking or outside the catalogue, and do not pay them outside the platform, under clause 16.

12. Image rights

12.1 The economic rights in the pictures and footage delivered in the booking pass to you once its price is paid in full, so that you may use, publish and edit them for your personal or business purposes according to the service booked, under the Content, Image Rights and Community Guidelines (Part two of these Terms).
12.2 The photographer keeps the moral rights, which cannot be given up: to be named as the author of the work and to object to its distortion. Part two of these Terms regulates how they are exercised, including that ordinary cropping and editing are allowed and that naming the photographer is not required on your personal posts.
12.3 The photographer does not use your pictures in their portfolio or marketing, and Sworah does not use them in its marketing, except with your separate, documented consent and the consent of every identifiable adult in the picture, and of the guardian of every child. You, and anyone who consented, may withdraw consent at any time, and the pictures are then removed from every public surface within 7 days.
12.4 Raw files are not part of the delivery unless the service description says so (clause 6.3).
12.5 No picture on the platform is used for face recognition or biometric processing, or to train artificial-intelligence models.
12.6 You are responsible for what you publish of the delivered pictures outside the platform, and for the consent of those who appear in them to that publication.
12.7 If you believe that a picture of you, or of someone you represent, has been published on the platform without right, tell us through the removal form described in Part two of these Terms, and we act within the time stated there.

13. Delivery, acceptance, edits and keeping the files

13.1 The photographer delivers the edited pictures under clause 6.4 on or before the agreed delivery date, in the number and quality that the service description states.
13.2 After delivery the review period begins: within 7 days of the booking's completion you may ask the photographer in the booking chat for one round of reasonable edits within the scope of the service (such as colour correction, cropping or removing a blemish), and you may lodge a complaint on the booking under clause 19 if the delivery does not match what the two of you agreed.
13.3 We do not pay the photographer their share of a booking with an open complaint until it is decided.
13.4 When the review period passes without a complaint, the delivery is deemed accepted.
13.5 The photographer must keep the gallery available for download for at least 90 days from the delivery date. Download your pictures and keep a copy within that time; after it we do not guarantee their availability, and the photographer may delete them under the Data Retention and Deletion Schedule (the retention schedule in the Privacy Policy).
13.6 The gallery link is kept in the booking record for the period stated in the retention schedule in the Privacy Policy.
13.7 If the photographer loses the pictures before delivery or during the availability period for a reason attributable to them, you may have the session reshot at no cost or the full price returned, at your choice and as the Sworah team decides under Part four of these Terms.

14. Reviews

14.1 After the session is delivered or completed you may rate the photographer with stars and a comment, once per booking. Your rating completes the booking if it has not already been completed. Reviews are limited to bookings that were actually delivered or completed; you cannot review a photographer you did not book through Sworah.
14.2 Your review of the photographer appears on their public profile as the app shows it and counts toward their average; the average is displayed only once enough reviews exist.
14.3 The comment must be truthful and based on your experience of that booking. No insults, no accusations of crime or dishonour, no slurs on religion, no personal data or pictures of other people, and no contact details. Comments pass an automated screen before publication; anything that breaks this rule or Part two of these Terms is removed, and its author is told of the removal and the reason.
14.4 We do not pay for reviews, and we do not accept reviews that are paid, exchanged as favours or written in retaliation; no party may make a review a condition of anything or threaten one to obtain an advantage. The photographer may ask for the removal of a review they consider in breach; we decide on the basis of the chat and the booking file.
14.5 After delivery the photographer may rate you with stars and a comment, once per booking. Its purpose is your reliability record with Sworah and the matching of requests with photographers; it is not published to the public and is used inside the platform as the Privacy Policy describes.
14.6 You see in the app the reviews written about you under the rules it shows: the two sides' ratings may appear only after both have rated or after a set period (the blind window), and you may be shown the stars without the comment. The rules in force appear on the rating screen.
14.7 The photographer's rating of you is subject to the same honesty and removal rules as clause 14.3. You may object to a review written about you through clause 22; a staff member reviews it and we reply with the outcome. No suspension decision is taken against you on the basis of ratings alone without human review.
14.8 You alone are responsible for the content of your review, and the photographer for theirs. We disclose a reviewer's identity to the competent authorities on a lawful request.

15. In-app chat

15.1 Every booking has a chat between you and the photographer for arranging the session. Use it for that purpose only.
15.2 Messages pass through an automated screen that looks for outside contact details, abusive words and attempts to pay outside the platform; a message that trips it is not sent, and the app tells you so. We tell you about this screening here and in the Privacy Policy.
15.3 Sworah staff do not read your conversations except for messages the screen has flagged, when a complaint is opened on the booking, or on a lawful request from a competent authority; every access is logged.
15.4 The chat is kept as part of the booking record and as evidence in complaints for as long as that record is kept, under the Data Retention and Deletion Schedule (the retention schedule in the Privacy Policy).
15.5 Do not send in the chat anything that breaches Part two of these Terms, or your mobile number or outside accounts for the purpose of completing the booking off the platform.

16. No circumvention of the platform

16.1 Every session arranged with a photographer you met through Sworah is booked and paid through Sworah. Do not pay the photographer in cash or by transfer outside the platform, and do not ask to, for 12 months after your last booking together.
16.2 Booking outside the platform loses you what these Terms provide: refunds, a replacement on withdrawal, complaint resolution, the passing of image rights, and the payment record.
16.3 If circumvention is established, we may close your account and claim compensation for the commission Sworah lost on each booking concluded outside the platform, and for any documented loss beyond it.

17. Our liability

17.1 We undertake to perform the booking as in the summary and under these Terms. If the session is not performed or the delivery does not match what was agreed, your remedies are: a reshoot, a partial refund, a full refund, or a wallet credit at your choice, under the Cancellation, Rescheduling and Refund Policy and Part four of these Terms.
17.2 Sworah's liability to you for any booking, whatever its cause, is limited to an amount equal to the price you paid for that booking, and does not extend to indirect losses or lost profits.
17.3 The limit in clause 17.2 does not apply to fraud or gross negligence by Sworah, to death or bodily injury, or to any liability that the law does not allow to be excluded or limited.
17.4 Nothing in these Terms reduces the rights you have as a consumer under the laws of the Kingdom.
17.5 We are not liable for what lies outside our reasonable control, such as the failure of communication networks or of the payment gateway, or force majeure; in those cases the rescheduling and refund rules of the Cancellation, Rescheduling and Refund Policy apply.
17.6 What you publish or do with the delivered pictures outside the platform is your responsibility.
17.7 The pictures, videos and files the photographer delivers, and the gallery link through which they are delivered, are the photographer's work and the photographer's responsibility. Sworah does not produce, host, store, check or guarantee them: it keeps only the link on the booking as the record that delivery happened. The quality of the pictures, their match with what was agreed, their availability at the link, their safety and the terms of the service that hosts them are matters between you and the photographer, which you raise through the complaint route in clause 19; Sworah's own responsibility for them is limited to deciding that complaint under these Terms.
17.8 Any link, address or file that a photographer or another user posts on the platform, in a profile or in a chat, is that person's content. Sworah does not check where a link leads and is not responsible for what is found there or for what you download from it; you open it at your own risk, and you may report it under the Content, Image Rights and Community Guidelines (Part two of these Terms).
17.9 Anything that happens between you and a photographer outside the platform — a phone call, a message on WhatsApp or another application, a meeting, a payment in cash or by transfer, or a session, extra work or product agreed outside the booking — is not part of the booking and is not Sworah's responsibility. The cancellation ladder, the refund rules, the replacement on withdrawal, the complaint route, the chat record and the passage of image rights in clause 12 apply only to what is booked and paid through Sworah; for anything agreed outside it you have no recourse against Sworah, and arranging it is a breach of clause 16.
17.10 Where the service is one the catalogue marks as provided in the photographer's studio, the session takes place at the studio the photographer registered on the platform; you see its district and city before you pay and its full address after you pay. The studio is the photographer's premises and is under the photographer's sole responsibility: the right to use it and the licences and permits it needs, its safety, its access and its suitability for the session, the equipment and the persons the photographer brings into it, your belongings there, and any injury, loss or damage to you or to a person with you inside it. Sworah does not own, operate, inspect, insure or certify any studio. Before a studio appears in the app, Sworah checks that the photographer has made the responsibility declaration the app requires and that the studio's details are complete and consistent; that check is not an inspection of the premises and not a guarantee of them. The studio's description and pictures are the photographer's content under clause 17.8. A studio that does not match its description, or a problem that arises in it, is raised through the complaint route in clause 19, and Sworah's own responsibility for the studio is limited to deciding that complaint under these Terms; if you are sent to a wrong address through the photographer's fault, clause 10.9 applies as if the photographer had not appeared. At the studio you follow the photographer's reasonable instructions on safety and on the use of the premises, and you answer for damage you or a person with you cause there.
17.11 Sworah is not responsible for the conduct of a photographer or another user outside the performance of the booking, for their statements, promises or offers made outside the platform, or for loss arising from information you gave them outside the booking chat.
17.12 Sworah remains responsible for what it does itself: the booking record and the payment it took, the money inside the platform (refunds, wallet credits and payouts), the complaint route and its decisions, the protection of your data under the Privacy Policy, and the matching of a verified photographer to your request. Clauses 17.7 to 17.11 do not exclude the liabilities named in clause 17.3 or any right you have under clause 17.4.

18. Suspension, termination and closing the account

18.1 We may suspend or terminate your account on objective grounds, including: fraud or attempted fraud, including a bank dispute over a valid booking; abuse of a photographer or a threat to their safety; repeated no-shows or repeated last-minute cancellations; requesting prohibited photography or publishing prohibited content; circumvention of the platform; giving false identity details or creating more than one account; non-payment of an amount due; or an order from a competent authority.
18.2 We start with a warning where the matter allows. On suspension we tell you the reason and the duration; a suspension may be for a set term or permanent. We suspend an account at once and without warning only where there is a risk to safety, apparent fraud or a lawful order.
18.3 You may object to a suspension or termination within 14 days of being notified, through "Contact us" in the app or the contact details in clause 22. The objection is reviewed by a staff member other than the one who took the decision, and we reply with the outcome and its reasons within 14 days. A suspension for a set term is lifted by itself when the term ends.
18.4 On suspension or termination, paid bookings not yet performed are cancelled and refunded under the Cancellation, Rescheduling and Refund Policy, except where the cancellation results from your breach. Refund credits in your wallet remain yours; ask us through clause 22 and we return them to a bank account in your name after checking your identity. Apology credits and coupons lapse on termination for your breach.
18.5 You may close your account at any time from the app's settings. The account disappears at once, and your personal data is erased after 30 days under the Data Retention and Deletion Schedule (the retention schedule in the Privacy Policy). Before closing, you complete or cancel your open bookings, and we return your refund credits to you.
18.6 After closure or termination we keep what the law requires or the protection of the platform needs: the record of bookings, payments and amounts for the statutory periods, the chat while a complaint is open, and your mobile number and the ban record, if any, to prevent re-registration for the period stated in the retention schedule in the Privacy Policy. None of your other personal data is kept after erasure.

19. Complaints and dispute resolution

19.1 If a disagreement arises over a booking, start with a complaint from inside the booking within the complaint period shown in the app, under the Complaints and Dispute Resolution Policy (Part four of these Terms). We acknowledge the complaint and decide it within the periods stated in Part four of these Terms.
19.2 The Sworah team decides between the parties on what was recorded: the booking summary, the chat, the delivered pictures, the booking's event log and what both sides submit. The decision binds the photographer under their agreement with Sworah, with a right to one review. You may object under Part four of these Terms.
19.3 The Sworah team's decision does not take away any statutory route: you may complain to the Ministry of Commerce through the unified number 1900 or the "Balagh Tijari" app, to the Saudi Data and Artificial Intelligence Authority about your personal data, and to the Communications, Space and Technology Commission about unwanted messages.
19.4 The parties may, by agreement after the dispute has arisen, go to mediation through the Ministry of Justice's "Taradhi" platform or the Saudi Center for Commercial Arbitration. These Terms do not bind you to arbitration.
19.5 These Terms and every booking are governed by the laws of the Kingdom of Saudi Arabia, and any dispute is heard by the competent court in the Kingdom.

20. Changes to these Terms

20.1 We may amend these Terms or the policies. We announce a material change in the app at least one week before it takes effect, with the new version number and its effective date; the version in force is always the one published in the app and on the website.
20.2 Your continued use of the platform after the effective date counts as acceptance. If you do not accept, close your account before that date under clause 18.5.
20.3 Every booking is governed by the version in force when you paid for it.
20.4 We keep a record of the versions of these Terms and of your acceptance of them (version, time and account) for the period stated in the retention schedule in the Privacy Policy.

21. General

21.1 These Terms were written in Arabic and translated into English. Where the two texts differ, the Arabic text prevails.
21.2 Our agreement with you consists of these Terms in all their parts, the details and record of each booking, the Privacy Policy with its marketing and retention parts, and the Cancellation, Rescheduling and Refund Policy. In case of conflict, the booking record prevails for that booking, then Part one of these Terms, then the other parts and policies; a wider right that a policy gives you remains yours.
21.3 If a clause of these Terms is held void or is amended, the remaining clauses stay in force.
21.4 You may not transfer your account or your rights under these Terms to anyone else. Sworah may transfer its agreement with you to a company that succeeds it in operating the platform, by notice to you, without reducing your rights.
21.5 Notices to you are given in the app or by message to your registered mobile number or e-mail. Service messages (confirmations, delivery, security, legal notices, the rating prompt) are not marketing messages; marketing is subject to your separate consent under the marketing part of the Privacy Policy.
21.6 Our not claiming a right at a given time is not a waiver of it.
21.7 These Terms create no partnership, agency or employment relationship between you and Sworah, or between you and the photographer.

22. Contact us

22.1 For any question or complaint: from inside the app through the booking page or "Contact us", or by the contact details below.
22.2 About your personal data: the same channels, with the subject "Data protection".
22.3 For image rights and removal requests: "Contact us" in the app or the website's contact form, as the Content, Image Rights and Community Guidelines (Part two of these Terms) describe.
22.4 Our contact details:
Phone: 920000000
WhatsApp: +966500000000

Part two: Content, Image Rights and Community Guidelines

These Guidelines are part of the agreement between you and the company operating the Sworah platform («Sworah», «the platform»). It applies to every customer and every photographer who uses the Sworah apps and website. It says who owns the pictures made through a booking, whose permission is needed before a person appears in a picture or a picture is shown to the public, what may not be photographed or posted, how reviews and chat are kept clean, how anyone can report content, and what happens to an account that breaks these rules. Read it with the Customer Terms of Use, the Photographer Agreement, the Privacy Policy and the Data Retention and Deletion Schedule; on content and image rights, these Guidelines prevail over them.

23. Who these Guidelines speak to

23.1 «You» means any person using Sworah, as a customer or as a photographer. «The customer» means the person who books and pays for a session. «The photographer» means the independent photographer or studio who performs it.
23.2 «Pictures» means the photographs, videos and other files a photographer produces for a booking and delivers to the customer, in edited or unedited form. «Gallery» means the place where the photographer makes the delivered pictures available to the customer: a page on a hosting service of the photographer's choice from the list the platform accepts, reached through the link the photographer posts on the booking in the app. Sworah keeps that link as the record of delivery; it does not hold the delivered pictures. «Portfolio» means the pictures a photographer shows on the public profile. «Content» means anything a user puts on the platform: portfolio pictures, profile pictures and texts, equipment lists, reviews and ratings, chat messages and attachments, and the gallery link.
23.3 «A pictured person» means anyone who can be recognised in a picture, by face, body, voice, name, clothing, tattoos or surroundings. Pictured persons are protected by these Guidelines whether or not they are Sworah users.
23.4 These rules apply at the venue, in editing, in delivery and in the gallery as much as on the platform. A photographer who works through Sworah follows them during every session booked through Sworah, and is responsible for what the gallery contains and for keeping it available as section 24 says. The gallery host's own terms apply to the use of its service and do not change what these Guidelines say between you and Sworah.

24. Who owns the pictures

24.1 Under the law, the rights in a commissioned photograph belong to the photographer unless the parties agree otherwise. Through Sworah, the customer and the photographer agree otherwise, in the way this section describes.
24.2 The economic rights in the delivered pictures pass to the customer when both of these have happened: the booking has been paid in full and the gallery link has been posted on the booking with the pictures available in it. The photographer transfers these rights to Sworah under the Photographer Agreement for that purpose, and Sworah passes them to the customer at that moment. From then on the customer may copy, print, keep, share, publish and edit the pictures within the limits of 24.5, and use them for any personal or commercial purpose, without a time limit and in any country.
24.3 The transfer covers the delivered pictures of that booking only. It does not cover pictures from other bookings, the photographer's portfolio, the photographer's style or methods, or any work the photographer has not yet made. An agreement by which a photographer gives up all future work is not valid, and Sworah never asks for one.
24.4 Raw files (unedited camera files) are not included unless the service or sub-service booked says that they are. Where they are included, they pass to the customer with the edited pictures under the same rules.
24.5 The photographer keeps the moral rights the law gives every author: to be named as the author of the pictures, and to object to a change that distorts them or harms the photographer's reputation. These rights cannot be given up, and these Guidelines do not ask the photographer to give them up; it only regulates how they are used. The customer may crop, resize, retouch and apply filters to the pictures for ordinary use. The customer may share them in personal posts without naming the photographer. When the pictures are published commercially, in advertising or in the press, the customer names the photographer, unless the photographer has asked not to be named. The customer may not remove a watermark that the photographer placed before full payment, and the photographer places no watermark on pictures delivered after full payment.
24.6 The customer may not present the pictures as their own work or as the work of another photographer. The photographer may not sell, license, exhibit or hand the delivered pictures to anyone, and does not share the gallery link or open the gallery to anyone but the customer. The photographer keeps the gallery available to the customer for at least the period the Data Retention and Deletion Schedule names for delivery and disputes, tells the customer in the app before the gallery closes so that the customer can save the pictures, and after that keeps copies only of the pictures for which a portfolio consent exists under section 25 and for as long as a complaint, an objection or a lawful request about the booking is open; the other copies are deleted.
24.7 If a booking is not paid in full, or a payment is reversed after delivery, the rights do not pass or return to the photographer, and the customer may not use the pictures until the matter is settled under the Complaints and Dispute Resolution Policy.
24.8 Sworah holds the rights only for the moment needed to pass them to the customer. Sworah does not hold the delivered pictures: it keeps the gallery link on the booking as the record of delivery, and sees the pictures only when a party sends copies or screenshots in a complaint, a report or an appeal. Sworah takes no licence over the pictures beyond what it needs for that purpose, and over portfolio, profile and chat pictures beyond what it needs to store them and show them in the app. Sworah does not use delivered pictures for its own marketing without the separate consent described in section 25.

25. Portfolio and marketing use

25.1 A photographer may show pictures from a Sworah booking in the portfolio, on social media or in other advertising only with the documented consent of the customer and of every identifiable adult who appears in them, and the documented consent of the guardian of every identifiable child. The consent is given in the app, picture by picture or for a named set of pictures, and is recorded with the time, the method and the wording shown.
25.2 Consent to the booking is not consent to portfolio use. The two are asked separately. The customer may refuse portfolio use, and the booking, its price and its delivery are not affected.
25.3 Consent is given for a stated use (the portfolio on Sworah, the photographer's own channels, or both) and may be limited to certain pictures or channels. Pictures of a women-only occasion, of the inside of a private home, or of a child are never used in a portfolio or in advertising without a consent given expressly for that picture, and the default for them is «no» (section 26).
25.4 Anyone who gave consent may withdraw it at any time by telling the photographer in the booking chat or writing to Sworah through «Contact us». Within 7 days of a withdrawal the photographer removes the pictures from the portfolio and from every channel the photographer controls, and Sworah removes them from the platform. What was lawfully published before the withdrawal does not become unlawful, but nothing new is published after it.
25.5 Sworah uses a customer's pictures in its own marketing only with the separate consent of the customer, of the photographer and of every identifiable pictured adult or guardian, given in the app or in writing and stating the pictures, the channels and the period. The consent may be withdrawn as in 3.4. Sworah does not use delivered pictures, chat attachments or profile pictures in marketing in any other case.
25.6 Portfolio pictures that show no identifiable person (landscapes, products, food, interiors with the owner's permission) need only the customer's consent where they were made for a Sworah booking, and no consent where the photographer made them outside Sworah and holds the rights.
25.7 A photographer may not use a customer's pictures to advertise a business other than the photographer's own, may not sell them as stock, and may not post them with the customer's name, location or event date unless the customer agreed to that too.

26. People who appear in the pictures

26.1 Photographing an identifiable person and publishing the picture are two separate acts, and each needs that person's agreement. The customer and the photographer share this duty as this section describes.
26.2 By making the booking the customer confirms that the people who will appear know a photographer will be present and agree to be photographed, that the owner or manager of the venue permits photography there, and that a guardian has agreed for every child who will appear.
26.3 During the session the photographer photographs the people the customer has arranged to be photographed, stops photographing anyone who objects, and deletes on request a picture of a person who did not agree to it. A photographer may end a session, keeping the payment due under the Photographer Agreement, where the customer insists on photographing a person who objects or a place where photography is not allowed.
26.4 Consent to be photographed is given by the pictured person if an adult, and by the parent or legal guardian if the person is under eighteen. A customer who books a session for a child books it as the child's guardian or with the guardian's consent, and says so in the booking.
26.5 Where consent is needed for publication (section 25), it is recorded in writing — in the booking chat or in a signed consent the photographer keeps: who consented, for which pictures, for which use, when and how. A spoken «yes» at the venue is enough to take a picture; it is not enough to publish it.
26.6 Women-only occasions (weddings, parties and gatherings held for women) are private by default: the pictures are delivered to the customer only, the gallery is opened to nobody else, the pictures are never shown in a portfolio or in advertising, and are never shared with anyone by the photographer. A consent for such a picture is valid only if the pictured adult gives it in the app after the session, for that picture. The customer may mark an occasion as women-only in the booking, and the request is then shown only to photographers who can attend it.
26.7 Photography inside a private home, a hall, a hotel, a shop, a mosque, a school, a hospital or a government building needs the permission of the person in charge of the place, and a sign that forbids photography is obeyed. The exteriors of buildings and works of art standing permanently in public places may be photographed from a public place.
26.8 Religious and government sites, and the Two Holy Mosques and their surroundings, are photographed only within the rules and permits of the authority in charge. A commercial shoot in a public or tourist place needs the permit the competent authority requires, and the photographer uploads it to the booking where the service calls for it.
26.9 People who happen to be in a public place in the background of a picture are not its subject. The photographer frames so that they are not the focus, and blurs or crops a recognisable bystander before any portfolio use. A picture that focuses on a particular stranger needs that person's consent.
26.10 A child appears in a picture only with the guardian's consent to the session, and appears in a portfolio or in advertising only with the guardian's written consent for that picture. A report that a child appears without consent leads to removal of the picture from every public surface while the report is examined.

27. What may not be photographed or posted

27.1 Nobody uses Sworah to photograph, produce, upload, send or publish the content listed in this section. A booking whose purpose falls under this section is refused or cancelled, and the account may be suspended or closed under sections 32 and 33.
27.2 Indecent or sexual content, nudity, and anything that offends public morals or religious values.
27.3 Content that insults, defames or exposes a person, that reveals a person's private life, or that shows a person in a private moment without consent, including recordings taken secretly or through a window, a door or a screen.
27.4 Pictures of a person taken against their will or after they objected.
27.5 Security and military installations, oil and industrial facilities, airports, ports, police and government premises, and anything a sign or an official marks as not to be photographed, unless the operator of the site has given written permission that is uploaded to the booking.
27.6 Crime scenes, accidents, victims, the injured and the dead, and recordings of security cameras, which may not be copied, shared or published.
27.7 Pictures or video taken by a drone, unless the photographer holds the registration of the aircraft, the remote pilot certificate and the operating authorisation the civil aviation authority requires, and the permission of the site, all uploaded to the booking before the session.
27.8 Content that incites hatred, violence or discrimination, that supports terrorism, or that disturbs public order or national security.
27.9 Counterfeit goods and fake brands, the use of a trade mark, logo or design the user has no right to use, and content copied from another photographer or artist without permission.
27.10 Impersonation: pretending to be another person, another photographer, a studio, a company or Sworah; fake profiles; and pictures presented as the user's own work when they are not, including pictures generated by software presented as a real shoot.
27.11 Content that reveals another person's personal data without consent: a phone number, an address, an identity document, a car plate, a child's school, a medical condition or a bank detail.
27.12 Any content that breaks a law of the Kingdom or that is used to commit, plan or hide a crime.

28. No face recognition, and no training on your pictures

28.1 Sworah does not run face recognition, face grouping or any biometric processing on pictures, and does not create templates that identify a person from a face, voice or body. The pictures Sworah stores (portfolio, profile and chat pictures) are stored and shown as files; they are not analysed to find out who is in them. Sworah does not hold the delivered pictures at all.
28.2 Sworah does not use pictures, chat or portfolio content to train artificial-intelligence models, and does not allow others to do so through the platform. A photographer who uses editing software processes the customer's pictures on the photographer's own responsibility and tells the customer when a picture has been generated or substantially altered by software.
28.3 The automated screening described in sections 29 and 30 looks for words and contact details. It does not identify faces.

29. Reviews

29.1 After a booking has been delivered or completed, the customer may rate and review the photographer of that booking, and the photographer may rate the customer, each once per booking. The customer's review is public on the photographer's profile; the average is shown once enough reviews exist. The photographer's rating of a customer is not public: it is shown to the customer in the app under the rules the app states (what is shown, and when), it is seen by staff, and it feeds the customer's reliability record. A customer can read in the app the reviews written about them. Sworah may ask for the rating after delivery; the prompt can be dismissed. Sworah may switch off ratings of customers; the app says whether they are on.
29.2 A review, in either direction, describes the reviewer's own experience of that booking: for a photographer, punctuality, communication, the quality of the pictures and the delivery; for a customer, punctuality, cooperation at the session and respect for what was agreed. It is factual and courteous. It does not insult, does not accuse a person of a crime or of immoral conduct, does not mock religion, origin or appearance, and does not use foul language.
29.3 A review carries no personal data of a third person and no contact details: no names of guests, no pictures of people, no phone numbers, addresses or account names, and no detail of anyone's private life. Comments pass the contact-detail and bad-language filters before they are saved. Where the app allows pictures to be attached to a review, the reviewer attaches only pictures from the delivered set that show no identifiable person other than the reviewer.
29.4 Before a review is shown to anyone, Sworah screens it automatically for the content described in 29.2, 29.3 and section 27, and a staff member reviews what the screening flags or a party reports. Sworah may hold a review for up to 3 business days for that purpose, and may hold what each party wrote until both have rated or the time for rating has passed, so that neither rating answers the other.
29.5 Sworah removes a review or a rating, in whole or in part, where it breaks this section, where it concerns a different booking or a different person, where the booking was neither delivered nor completed, where it was written in exchange for money, a discount or a favour, or where a court or a competent authority orders its removal. The author is told of the removal and the reason, and may appeal under section 35. The person reviewed may object to a review or a rating written about them and ask for a human review under section 35; the review stays visible meanwhile unless 29.4 or section 27 applies.
29.6 Reviews are not bought or sold. Neither party may offer anything for a review or for its removal, review through another account, or ask the other party to change a review. A customer may not threaten a review to obtain a discount, a refund or anything else, and a photographer may not threaten a rating to obtain a changed review, a tip or anything else. Either is a ground for suspension.
29.7 No retaliation: a photographer does not refuse, delay or degrade a service because of a review and does not lower a customer's rating because of it; a customer does not lower a rating because of a complaint or a lawful refusal; neither party contacts the other outside the app about a review. The photographer may reply once to a public review, publicly and courteously, under the review; the reply follows the same rules as the review.
29.8 The author alone is responsible for what a review or a rating says. Sworah may disclose the author's identity to the Public Prosecution or a court on a lawful request.

30. Chat

30.1 The chat in the app exists to arrange the booking: the time, the place, the customer's wishes, the delivery. It is used for that and for nothing else, and only between the parties to a booking.
30.2 No harassment, insults, threats, sexual remarks or unwanted personal questions. No messages after the booking has ended that are not about that booking. A party who feels unsafe may report the conversation from inside it. Sworah reviews a report within 2 business days, and sooner where there is danger.
30.3 Payments and bookings stay on the platform. Sworah screens messages automatically for phone numbers, e-mail addresses, bank details, links to messaging applications and requests for payment outside the app; a message that trips the screen is not sent, and the sender is told so. The Customer Terms of Use and the Photographer Agreement state the no-circumvention rule and its consequences.
30.4 Nobody reads your chat routinely. A staff member reads a conversation only when the screening has flagged a message, when a party has reported it, or when a complaint or dispute about the booking has been opened; each access is logged and limited to the booking concerned. Sworah does not record or listen to calls made outside the app.
30.5 Messages and attachments are kept as part of the booking record for the period stated in the Data Retention and Deletion Schedule, and longer while a dispute about the booking is open or a law requires it; after that they are deleted or anonymised.
30.6 Chat attachments follow section 27. A picture sent in chat is not delivered content and does not pass to the customer under section 24 unless the photographer later includes it in the gallery delivered for that booking.

31. Reporting content: copyright and privacy

31.1 Anyone, a user or not, may report content on Sworah, or in a gallery delivered through Sworah, that infringes their copyright, that shows them or their child without consent, or that breaks section 27. A user reports a conversation from inside it; anyone reports through «Contact us» in the app or the contact form on the website, with the details in 9.2.
31.2 A complete report states: the name and contact details of the person reporting; the right relied on (copyright, privacy, the image of a child, or another rule of these Guidelines); where the content is (the profile, the picture, the review or the message, with a link or a screenshot from the app); the facts that support the report; for a copyright report, evidence that the reporter owns the work or acts for the owner; and a statement that the report is made in good faith and that its contents are accurate. Sworah may ask for an identity check where the report concerns the image of a person.
31.3 Sworah acts on a complete report within 48 working hours of receiving it. For content Sworah hosts (portfolios, profiles, reviews, chat pictures), it removes or disables the content or restricts it to the parties to the booking. For pictures in a delivered gallery, which Sworah does not host, it disables the gallery link on the booking and requires the photographer to remove the pictures from the gallery within the same time and to confirm the removal in the app; a photographer who does not is treated under section 32. In both cases Sworah tells the user who posted the content what was removed and why, with the substance of the report but without the reporter's contact details. Where a report is incomplete, Sworah tells the reporter within two business days what is missing.
31.4 Reports about the image of a child, an intimate image or an immediate danger are handled first, and the content is hidden, or the gallery link disabled, on receipt while the report is examined.
31.5 The user whose content was removed may object within 10 days, stating why the content does not infringe (for example that the user owns the rights, holds the consent of the pictured persons, or made the picture lawfully) and attaching the evidence. Sworah forwards the objection to the reporter within two business days. If the reporter does not, within 10 business days after that, show that a complaint has been filed with the competent authority or a court, Sworah may restore the content or the gallery link; if the reporter does, the content stays down until the matter is decided. Content removed on a privacy report or a report about a child is restored only with the consent of the pictured person or guardian, or on the decision of the competent authority.
31.6 Sworah keeps a copy of removed content it hosted, of the report and of the copies or screenshots sent with it for 90 days, and longer while an objection, a dispute or a lawful request about it is open, for the purposes of 31.5 and of section 34; after that the copy is deleted.
31.7 A report made in bad faith, knowingly false or made to remove a competitor's lawful work, is itself a breach of these Guidelines; the person who made it may be suspended and is liable for the loss caused.
31.8 Sworah does not feature, recommend or sell paid placement of a portfolio or a picture that is the subject of an open report or objection, and earns nothing from the disputed content itself.

32. Repeat infringers

32.1 Sworah keeps a written record of reports upheld against an account. A first upheld report brings a warning and removal. A second within 12 months brings a suspension of 14 days, during which a photographer takes no new bookings and a customer makes none. A third within the same period brings permanent closure of the account.
32.2 Sworah may skip a step and suspend at once where the infringement is serious or deliberate, where it concerns several works, or where the account is used mainly to infringe.
32.3 A photographer's portfolio is not featured, recommended or promoted while an upheld report against it is less than 6 months old.
32.4 A strike is recorded with its reason, its date and the content concerned. The user sees it in the account and may appeal under section 35.

33. Zero tolerance

33.1 The conduct listed in this section leads to immediate and permanent closure of the account, to the loss of pending bookings, and to a report to the authorities where the law requires one. Earnings already due are paid only after any claim arising from the conduct has been settled or decided.
33.2 Sexual or indecent content involving a child, any request for it, and any approach to a child for a sexual purpose.
33.3 Intimate images of any person taken or shared without that person's consent, and threats to share them.
33.4 Sexual harassment, assault, stalking or threats against a customer, a photographer, a pictured person or a member of Sworah's staff, at a session or through the app.
33.5 Fraud: fake bookings, fake payments, payment reversals on services received, false refund claims, the use of stolen cards or identities, and any scheme to obtain money from the other party or from Sworah.
33.6 Impersonation of another person, another photographer or studio, a public authority or Sworah, and forged licences, permits, identity documents or certificates.
33.7 A person whose account was closed under this section may not open another account. Sworah keeps the mobile number and the ban record after erasure, as the Privacy Policy and the Data Retention and Deletion Schedule say, to prevent re-registration.

34. Reporting to the authorities and cooperating with lawful requests

34.1 Where Sworah learns of content or conduct that suggests abuse, neglect or sexual exploitation of a child, it reports it to the competent authorities at once, preserves the evidence, and does not merely delete it.
34.2 Sworah cooperates with the Public Prosecution, the courts, the police, the Communications, Space and Technology Commission, the Saudi Authority for Intellectual Property, the Saudi Data and Artificial Intelligence Authority and the Ministry of Commerce on lawful requests, and discloses account data, content and chat only on such a request or where a law requires it. The Privacy Policy describes these disclosures.
34.3 Sworah does not tell a user about a lawful request where the authority asks it not to, or where telling would obstruct an investigation.

35. Appeal

35.1 A user whose content was removed, whose review was held or removed, whose account received a strike, or whose account was suspended or closed under these Guidelines receives the reason in writing, and may appeal within 14 days through «Contact us» in the app or the contact details on the website. A user who objects to a review or a rating written about them asks for a human review the same way.
35.2 The appeal is reviewed by a member of staff who did not take the original decision, within 10 business days. The user may send evidence. The decision is given in writing with reasons. A closure under section 33 is reviewed once; if it is confirmed, it stands.
35.3 Sworah keeps a record of each decision and appeal (the content, the reason, the dates, the reviewer and the outcome) for the period in the Data Retention and Deletion Schedule, and reports on these records to the competent authority on request.
35.4 The appeal does not replace the Complaints and Dispute Resolution Policy for money matters, nor the right to complain to the competent authorities and to go to court.

36. Changes to these Guidelines

36.1 Sworah may change these Guidelines. A material change takes effect one week after it is announced in the app. The version and its effective date are printed at the top of the page. Continuing to use Sworah after that date is acceptance of the new version. A user who does not accept may close the account under the Customer Terms of Use or the Photographer Agreement.
36.2 Arabic prevails over any translation of these Guidelines.

Part three: Payments, Wallet and Invoicing

These terms explain how money moves on Sworah: how you pay for a booking, what record you receive, how refunds and the wallet work, and how Sworah pays the photographer. They are part of the Customer Terms of Use and of the Photographer Agreement; the Cancellation, Rescheduling and Refund Policy says how much of a price comes back when a booking is cancelled, and the Complaints and Dispute Resolution Policy says how a disagreement is decided. The company operating Sworah («Sworah», «we») sells every booking in its own name: you contract with Sworah for the session, Sworah engages the photographer to perform it, and Sworah charges the price, records the payment and refunds under these terms.

37. Payment methods and processing

37.1 You can pay for a booking with the payment methods shown on the payment screen at the time. You can also pay all or part of a price with the credits in your Sworah wallet (clause 42).
37.2 Card payments are processed by a payment service provider licensed by the Saudi Central Bank, named on the payment screen. Your card details go to that provider; Sworah never receives, sees or stores a card number, and learns from the provider only the payment's reference, amount, method and status.
37.3 The provider or your bank may ask you to confirm a payment with a one-time code, your bank's app or your device's biometric check. A payment confirmed that way from your signed-in account counts as made by you; keep your device and sign-in code to yourself and tell us at once if someone else may have used your account.
37.4 Sworah is not a bank and not a payment service provider. It sells you a booking and charges its price; it does not open accounts, keep deposits or send money on anyone's behalf.

38. Currency, prices and fees

38.1 Every price on Sworah is in Saudi riyals (SAR).
38.2 Every price shown to you includes value added tax at the rate in force; the payment screen shows the tax as a separate line.
38.3 Before you pay, the payment screen lists every part of the price: the photographer's price for the service and each sub-service with its billing unit (an hour, a session, a picture), the service fee if one applies, the tax, any discount from a coupon or wallet credits, and the total. Nothing is added after that screen.
38.4 Anything you add later with the photographer through the app — more time, another sub-service, travel outside the service area — is priced, paid and invoiced the same way.
38.5 Sworah's commission is the difference between your price and what Sworah pays the photographer (under the Photographer Agreement); it is not added to your price.

39. The moment of charge and what it buys

39.1 Your booking request becomes a confirmed booking when you pay. Tapping the pay button concludes the contract with Sworah and charges the price shown. Before that tap the app shows the price in full, and the Cancellation, Rescheduling and Refund Policy, available from your account, says what cancelling costs.
39.2 What you buy is a confirmed booking: the session described, at the time and place stated, by the photographer shown, with delivery as the service describes. The payment is an advance payment for a service to be performed on the session date.
39.3 A booking the photographer has accepted must be paid within the payment window shown in the app; otherwise it lapses, the photographer is free again and nothing is charged.
39.4 Sworah charges one payment per booking. If the app shows your payment as pending, we are waiting for the provider's answer and do not charge again; the booking is confirmed when the provider confirms the payment, and lapses with nothing charged if the provider refuses it.

40. The invoices

40.1 Once Sworah's registration for value added tax is in force, Sworah issues you a tax invoice in its own name for every confirmed payment, as the tax rules require, showing Sworah's legal name, address and tax number, the date of issue, a sequential number, the booking reference, each service with its price before tax, any discount, the tax in riyals and the total you paid; until then the booking page and your payment receipt (clause 41) are your record of the payment.
40.2 If you book for a business and need a full tax invoice once invoicing is in force, tell us before or at payment through «Contact us», giving the business's name, address and tax number (or commercial registration number).
40.3 For every refund of an invoiced payment, in full or in part, Sworah issues a credit note referring to the original invoice. The part of the price that the Cancellation, Rescheduling and Refund Policy lets Sworah keep stays invoiced as paid.
40.4 Invoices and credit notes are sent to the e-mail address on your account where you gave one, and may be requested through «Contact us» for as long as the law obliges us to keep them.
40.5 An invoice is issued once and never changed; a mistake is corrected by a credit or debit note that refers to it.
40.6 Invoices are issued in Arabic; where an English translation appears beside the Arabic, the Arabic is the approved text.

41. Receipts and your card statement

41.1 On your card or bank statement the payment appears under the merchant name shown to you on the payment screen, with the amount and the date. If you do not recognise a line, check the booking reference in the app or ask us before you contact your bank (clause 45).
41.2 The booking page in the app is your payment receipt: it shows the amount, the date, the booking reference, the payment method and the payment's status, with the photographer's displayed name and the session date.
41.3 Keep the booking reference; it is how we find a payment, a refund or a complaint.

42. The wallet

42.1 Your Sworah wallet is a record of credits that Sworah owes you and that you can spend on Sworah bookings. It records two kinds: refund credits, your own money returned to you when you chose the wallet instead of your card for a refund; and goodwill credits, which Sworah adds on its own account — an apology credit when a photographer withdraws, a compensation decided in a dispute, or a promotional credit.
42.2 Credits can be spent only on Sworah bookings, in the app, from your account. No money can be paid into the wallet; credits cannot be moved to another person's account, paid out as cash or used anywhere else, and they earn no interest.
42.3 A refund of a card payment goes back to the card; a refund of a wallet payment goes back to the wallet as a refund credit. If you want a refund credit paid out instead of spent, ask us through «Contact us»; after checking your identity we return it to a bank account in your own name. Goodwill credits are not paid out.
42.4 Refund credits do not expire while your account exists. A goodwill credit may carry an expiry date; if it does, the date is shown when the credit is granted, and the credit lapses on that date if unspent.
42.5 The wallet is not a bank account, a deposit or electronic money, and Sworah is not a bank. A credit is a right to pay for a Sworah booking with it, nothing more. Your balance is shown in the app with every movement and its reason.
42.6 A refund goes back the way you paid (clause 42.3), and the amount is the same whichever way it returns.
42.7 A booking paid with credits is invoiced like any other, with the credits shown as the means of payment; if it is later refunded, the credits return to your wallet as the kind they were.
42.8 Before you delete your account, settle your wallet: spend your refund credits or ask for them to be returned as in clause 42.3; the app tells you when a balance stands in the way. Goodwill credits lapse with the account.
42.9 If credits were obtained through fraud, abuse of a promotion or a mistake, Sworah may suspend their use while it checks, reverse them, and tell you why.

43. Coupons and promotions

43.1 A coupon is a discount code applied at payment. It reduces the price you pay and appears as a discount line on the payment screen. It is not a credit, has no cash value and cannot be exchanged for money or another coupon.
43.2 Each coupon carries its own conditions, shown where it is published: start and end dates, a minimum booking value, whether it is for a first booking only, and how many times one customer and all customers may use it. The app refuses a coupon whose conditions are not met and tells you which one.
43.3 One coupon code applies per booking, and a coupon cannot be combined with another promotion unless its conditions say so. After a coupon the price you pay is never less than SAR 1.
43.4 If a booking paid with a coupon is refunded, you receive back what you actually paid; the coupon is not reissued unless its conditions say so.
43.5 Sworah may revoke a coupon or a promotional credit and recover its value where it was obtained or used against its conditions or by abuse — more than one account for the same person, accounts sharing a device or payment method, codes bought, sold or published against their conditions, or bookings made to collect the benefit and then cancelled — including across the accounts of the same person.
43.6 Sworah's promotions, discounts and prize draws are run under the Ministry of Commerce's licence where one is required, and the campaign states its reference.
43.7 Sworah may end a promotion early for new bookings by announcing it in the app; a booking already confirmed keeps its price.

44. Failed, duplicate and pending payments, and price errors

44.1 When you try to pay, your bank may reserve the amount temporarily on your card. If the payment fails or the booking lapses, your bank releases it, usually within a few days; Sworah has not charged you.
44.2 If you were charged twice for one booking, we refund the second payment in full to the same method as soon as we or the provider see it; tell us within 30 days of the charge if you see it first.
44.3 While a payment is pending, the booking waits for the provider's answer until the payment window ends; its state is shown on the booking's page.
44.4 If a price shown to you was obviously wrong because of a technical fault — a sum that is clearly not the photographer's price for that service, or a tax or discount computed wrongly — Sworah may correct it as long as the session has not begun. We tell you at once, and you choose between the corrected price and leaving the booking with a full refund of everything you paid, at no cost.
44.5 Any other billing error — a wrong amount, a refund that did not arrive, a missing credit — tell us within 30 days of the payment or the refund decision, through «Contact us»; we answer within 10 business days and correct it by a refund, a credit or a note.

45. Disputing a payment with your bank (chargebacks)

45.1 If you think a charge is wrong, contact Sworah first through the complaint route on the booking; most matters are settled with a refund or a credit within the times the Complaints and Dispute Resolution Policy states.
45.2 Asking your bank to reverse a payment (a chargeback) withdraws the payment from the booking. A booking whose payment is reversed before the session is cancelled from that moment, and a complaint open in the app about the same payment is closed, because the bank's process replaces it.
45.3 Sworah answers the bank's enquiry with the booking's record — the price screen you accepted, the confirmation, the chat, the session check-in, the delivery and the invoice — as the Privacy Policy says.
45.4 Where a payment is reversed although the session was delivered, or after Sworah had already refunded or credited it, Sworah may recover the amount owed, decline further bookings and close the account.
45.5 The time you have to dispute a payment is set by your bank and the card scheme, not by Sworah — for some cards up to 120 days from the expected date of the service. Nothing in these terms takes away your right to dispute a payment with your bank.

46. Fraud, checks and lawful requests

46.1 Sworah is not a financial institution. It takes payment for its own bookings through a licensed provider and pays its photographers through the banks; it does not keep money for others.
46.2 Where a payment, a refund request or the use of credits looks suspicious — a card reported stolen, many failed attempts, a mismatch between the account and the payment method, bookings cancelled to collect credits — Sworah may suspend the payment, the refund or the credits while it checks, ask you to verify your identity, and decline the booking. We tell you what we need and how long the check takes.
46.3 Before returning money to a bank account other than the card you paid with, we verify that the account is in your name.
46.4 Sworah cooperates with the payment service provider, the banks and the competent authorities when they ask about a payment under the law, and keeps payment and refund records for the period the tax and commercial laws require, as the Data Retention and Deletion Schedule states.

47. General

47.1 These terms are part of the Customer Terms of Use and of the Photographer Agreement and are read with the Cancellation, Rescheduling and Refund Policy, the Complaints and Dispute Resolution Policy, the Privacy Policy and the Data Retention and Deletion Schedule; where they conflict, these terms govern money and the others govern their own subjects.
47.2 Sworah changes these terms by publishing the new version in the app and on the website one week before it takes effect; the version and effective date are printed at the top of the page. A change does not affect a booking confirmed before it.
47.3 Nothing in these terms takes away a right the law gives you as a consumer; you may always complain to the Ministry of Commerce through its channels.
47.4 These terms are governed by the laws of the Kingdom of Saudi Arabia, and the courts of the Kingdom decide what the Complaints and Dispute Resolution Policy does not settle.
47.5 These terms are issued in Arabic and English; the Arabic text prevails.
47.6 Questions about a payment, a refund or a payout: «Contact us» in the app, or the contact details shown on the About screen and the website, during the working hours shown there.

Part four: Complaints and Dispute Resolution

This policy says how a complaint about a booking, a payment, a photographer, a customer or the platform itself is made and decided, and what you can do if you are not satisfied with the result. It has two chapters. The first (sections 48 to 56) is the complaints policy: how the company operating Sworah («Sworah», «we») receives, examines and answers complaints from customers and photographers. The second (sections 57 to 61) is the dispute-settlement policy: the routes outside Sworah that stay open to you, mediation, the courts and the law that applies. It is part of the Customer Terms of Use and of the Photographer Agreement. The Cancellation, Rescheduling and Refund Policy says how much of a price comes back when a booking is cancelled; the Content, Image Rights and Community Guidelines govern reports about content and appeals against removals and bans; the Payments, Wallet, Payouts and Invoicing Terms say how a refund or a payout is made.

First chapter: complaints

Sections 48 to 56: how a complaint is made, examined and decided inside Sworah.

48. Who may complain, and about what

48.1 Any customer or photographer may complain to Sworah about a booking, a payment, a refund, a payout, a cancellation, the conduct of the other party, the quality or delivery of the pictures, the gallery link and its availability, a rating or review written about them in either direction, or the platform's own service. A person who is not a user may report content under the Content, Image Rights and Community Guidelines.
48.2 A complaint about a booking is a «dispute» when it asks Sworah to decide between the customer and the photographer: a refund, a reshoot, a credit, the release of earnings or a penalty. The dispute window shown in the app on each booking is the time within which such a complaint is opened after delivery, or after the session where nothing was delivered. It is printed on the booking, and it never shortens a right the law gives you.
48.3 A complaint about anything else (a payment error, a question about your data, the conduct of a member of staff, a feature) may be made at any time.

49. How to complain

49.1 In the app: open the booking, choose «Report a problem» and describe it. This is the fastest route, and the one that holds the photographer's share of the price while the complaint is examined (section 51).
49.2 Through «Contact us» in the app, or by e-mail or phone to the contact details shown there and on the website, stating the booking number. A complaint about a booking received that way is linked to the booking and treated as if made in the app.
49.3 Complaints may be made in Arabic or in English. Sworah answers in the language of the complaint.
49.4 Sworah confirms receipt with a reference number within the time stated in section 52.

50. What to include

50.1 The booking number; what happened, when and where; what you want (a reshoot, a partial or full refund, a credit, payment of your earnings, or something else); and the evidence you have: pictures, screenshots of the gallery and of the app, messages exchanged outside the app, receipts, and a medical or police report where relevant.
50.2 Say whether you have already raised the problem with the other party in the chat. A problem at the session (lateness, a missing service, a wrong place) is reported as soon as possible, and where possible on the day of the session, so that the record is clear.
50.3 Sworah may ask for more information. The deadlines in section 52 run from the day the complaint is complete.

51. Evidence, and the hold on the photographer's share

51.1 Sworah decides on the evidence: the booking record (the service, the sub-services, the date, time, place, price and notes agreed in the app), the chat between the parties, the gallery link posted on the booking and the record of when it was posted, changed or locked, the pictures as the customer found them in the gallery (the copies or screenshots the customer provides; Sworah does not hold the delivered pictures), the photographer's pictures before and after editing, the time and location stamps the app recorded, the payment record, and what each party sends.
51.2 Each party has 3 business days from Sworah's request to send its evidence and its account of what happened. Sworah may extend this once for a good reason. Evidence sent after the window is considered only where it could not have been sent earlier.
51.3 While a dispute is open, the photographer's share of the price for that booking is held and not paid out; it is released, reduced or withheld when the decision is made, as the Payments, Wallet, Payouts and Invoicing Terms say. A refund credit for that booking is not spendable until the decision.
51.4 Where the technical quality of the pictures is the matter in dispute, Sworah may ask an independent photographer for an opinion, confidentially and without the parties' names.
51.5 Staff read the chat of the booking only for the purpose of the complaint, as the Content, Image Rights and Community Guidelines say. A copy of what the parties sent is kept in the complaint file.

52. Deadlines

52.1 Sworah acknowledges a complaint with a reference number within 1 business day, and gives its decision within 10 business days of the day the complaint is complete.
52.2 Where the matter needs more time (an outside opinion, an investigation by the payment provider, a party who is abroad), Sworah may extend once by up to 10 business days and tells both parties why.
52.3 A complaint about a session that has not yet taken place (a photographer who announces a withdrawal, a mistaken booking) is handled before the session wherever the timing allows.
52.4 None of these deadlines shortens the time the law gives you to complain to the authorities or to go to court.

53. What Sworah can decide

53.1 For the customer: a reshoot of all or part of the session, by the same or another photographer, at no extra charge; a partial refund; a full refund; a credit to the wallet where the customer chooses it instead of a refund to the card; correction of the delivered pictures in the gallery within a set time; restoring access to the gallery where the link no longer works or pictures are missing; removal or amendment of a rating written about the customer under the Content, Image Rights and Community Guidelines; or that the complaint is not upheld, with the reasons.
53.2 For the photographer: release of the held share in full or in part; payment of a cancellation or no-show amount under the Cancellation, Rescheduling and Refund Policy; removal or amendment of a review written about the photographer under the Content, Image Rights and Community Guidelines; or a note on the customer's record where the customer did not show or behaved abusively.
53.3 Refunds are paid as the Payments, Wallet, Payouts and Invoicing Terms say: a card payment back to the card, a wallet payment back to the wallet. A credit note follows a refund where an invoice was issued.
53.4 Sworah does not award compensation beyond the price of the booking and the amounts the policies state. A claim for a greater loss belongs to the routes in the second chapter.
53.5 A complaint may also lead Sworah to warn, suspend or close an account, under the Customer Terms of Use, the Photographer Agreement and the Content, Image Rights and Community Guidelines.

54. The decision

54.1 The decision is given in writing in the app to both parties, with the reasons and the evidence relied on, and is carried out within 5 business days (the refund, the release of the share, the reshoot booking).
54.2 The decision binds the photographer under the Photographer Agreement: Sworah may deduct, hold or set off the amounts decided against the photographer's earnings. The photographer's recourse is the appeal in section 55 and then the routes in the second chapter.
54.3 The decision takes away no right the customer has under the law. The customer may accept it, appeal it under section 55, or use any route in the second chapter at any time, before or after the decision. Accepting a refund or a credit in the app settles the complaint for that amount, but does not waive a right the law does not allow to be waived.
54.4 Where the parties settle between themselves, in the chat or with Sworah's help, Sworah records the settlement and carries it out. The parties may have it drawn up as an enforceable settlement deed through the Ministry of Justice's platform (section 58).

55. Appeal

55.1 Either party may appeal a decision once, within 7 days of receiving it, through «Contact us» in the app or the contact details shown there, saying why the decision is wrong and attaching any evidence not sent before.
55.2 The appeal is reviewed by a member of staff who did not take the first decision, within 10 business days. The appeal decision is final within Sworah and is given in writing with reasons.
55.3 Carrying out the first decision is paused during the appeal where it can be undone (the release of the share, a credit). A refund already paid to a card is not reversed unless the appeal succeeds and the customer agrees.

56. Abusive or fraudulent complaints, and the register

56.1 A complaint is abusive where it is made to obtain a refund or a service the complainant knows is not due, where it repeats a decided complaint without new facts, where it relies on forged or altered evidence (edited pictures, messages or receipts), or where it insults or threatens staff or the other party.
56.2 An abusive or fraudulent complaint is rejected; a remedy obtained through it is reversed and recovered; the account may be warned, suspended or closed; and a fraud is reported to the authorities. The other party is told the outcome.
56.3 Sworah keeps a complaints register. For each complaint it records the reference, the date, the parties, the subject, the evidence, the decision and its reasons, the appeal and its outcome, and the date of each step. The register is kept for 3 years from the decision, and longer while a claim about the complaint is open or a law requires it, and is reported to the Ministry of Commerce on request. Only staff who handle complaints may read it.
56.4 A complaint about how Sworah handled your personal data is handled under the Privacy Policy within 30 days.

Second chapter: disputes

Sections 57 to 61: the routes outside Sworah, mediation, the courts and the law that applies.

57. Routes outside Sworah

57.1 Complaining to Sworah is not a condition for anything in this chapter, and no decision of Sworah closes these routes.
57.2 Consumer complaints: the Ministry of Commerce receives reports about e-commerce through its unified number 1900 and its «Balagh Tijari» (Commercial Report) application, free of charge and with a reference number. The Ministry may order Sworah to correct or withdraw an advertisement and may impose penalties; it does not award compensation, which belongs to the courts.
57.3 Personal data: a complaint about the handling of your personal data may be made to the Saudi Data and Artificial Intelligence Authority, within the time its rules set (90 days from the incident or from learning of it, at the time of writing), with or without complaining to Sworah first.
57.4 Unwanted messages: a complaint about promotional messages or calls may be made to the Communications, Space and Technology Commission.
57.5 Copyright: a complaint about the infringement of a work may be made to the Saudi Authority for Intellectual Property. A crime (harassment, defamation, an invasion of privacy, fraud) is reported to the police or the Public Prosecution.

58. Mediation

58.1 Before or instead of court, the parties may try to settle. Sworah offers to mediate between a customer and a photographer in the app. Either party may also propose mediation through the Ministry of Justice's «Taradhi» platform, whose settlement deeds are enforceable, or through the mediation service of the Saudi Center for Commercial Arbitration.
58.2 Mediation is voluntary for the customer and is never a condition of going to court or to the Ministry. For a dispute between Sworah and a photographer, the Photographer Agreement says whether mediation or arbitration comes before court.
58.3 Negotiating in good faith or mediating does not cost you the time the law gives you to bring a claim; the law suspends that time meanwhile.

59. Courts and the law that applies

59.1 The law of the Kingdom of Saudi Arabia governs this policy, the Customer Terms of Use, the Photographer Agreement and every booking.
59.2 A dispute between Sworah and a photographer, or between a photographer and a customer in the photographer's commercial capacity, is heard by the Commercial Court having jurisdiction over Sworah's registered seat, unless the law gives another court jurisdiction.
59.3 A dispute brought by a customer is heard by the competent court in the Kingdom under the rules on jurisdiction. Sworah does not ask a customer to agree in advance to arbitration or to any court other than the competent one.
59.4 A decision of a Ministry committee may be challenged before the Administrative Court as the law provides. This policy does not affect that.
59.5 Arabic is the language of the documents and of any proceedings. The English text is a translation.

60. Notices

60.1 Sworah sends notices about complaints and disputes in the app and to the mobile number or e-mail address on the account. A notice is received when it is shown in the app or delivered to that number or address. You keep them current.
60.2 Notices to Sworah are sent through «Contact us» in the app or to the contact details shown on the About screen and the website.

61. Changes to this policy

61.1 Sworah may change this policy. A material change takes effect one week after it is announced in the app. The version and effective date are printed at the top of the page. Continuing to use Sworah after that date is acceptance of the new version. A complaint opened before a change is handled under the policy in force when it was opened.

Version 1.0 — effective from 5 November 2026