Customer Support and Official Contact Policy

1. ★ The official channels#

1.1 The Help Center and the Legal Center#

The general reference for articles and policies: the Fawran Help Center, and the Legal Center within it.

1.2 In-app and on-site support#

This is the fastest and most accurate channel, because it links your message to your account and your Order automatically, so you do not have to prove who you are again:

• from order details → “Contact support”;
• or from the Support section in your account.

1.3 Email for legal and privacy matters#

For legal matters, data-rights requests and privacy complaints: the legal contact address shown in the “Operator and contact details” section at the foot of this document.

1.4 Channels we do not use#

For clarity, and to protect you from impersonation:

The single exception: a delivery Captain may call you to coordinate handover of a live shipment. They do not ask for payment details or sign-in codes, and do not ask for an amount higher than the one shown in your app.

2. ★ How to check a message is from us#

3. Language#

3.1 We communicate in Arabic or English, according to the language you selected on the Platform.

3.2 You can change it at any time with the language switcher.

4. Response times#

4.1 If we need longer, we tell you why and when to expect an answer, before the time expires.

5. What we need from you#

6. What we will never ask you for#

• the one-time sign-in code sent to your inbox;
• your full card number, its expiry date, or its security code;
• a transfer to a personal account or a wallet outside the Platform;
• installation of a remote-control app on your device;
• a copy of your ID for an ordinary enquiry.

7. Reporting impersonation#

7.1 If something reaches you claiming to be from Fawran and you doubt it, do not engage with it and tell us through in-app support or the legal contact address.

7.2 Attach what you can: a screenshot of the message, the number or address it came from, and the link if there is one.

7.3 We treat these reports as a priority, because the next victim may be another buyer.

7.4 Legislation in force — including the Cybercrime Law No. (17) of 2023 — covers electronic fraud and attacks on electronic payment means and banking services. We cooperate with the competent authorities where the law requires it.

8. Accessibility#

8.1 If something makes our usual channels hard for you to use, tell us and we will try to arrange a way that suits you.

8.2 Someone you authorise may contact us on your behalf, provided we can verify the authority before disclosing your data.

9. Official entity details#

9.1 The Platform is operated by FAWRAN LLC, operating under the trade name FAWRAN.

9.2 The contracting entity's details, its registered office, the legal contact address, the governing law and the forum for disputes are all set out in the “Operator and contact details” section at the foot of this document, which is their single source for every document in the Legal Center.

9.3 The registered office is an address of record, not a contact channel. Correspondence about an Order sent there does not reach us. Use the channels in section 1.

9.4 ★ Beware of impostors. The channels in section 1 are the only official Fawran channels: the Help Center, in-app support, and the legal and privacy contact address. Support and privacy requests are answered there and nowhere else. We never telephone you to ask for payment details — see section 1.4 — and nothing about an Order should be sent to us by post.

9.5 A new official channel appears in this document and in the section at the foot of it before it is relied on. Anything held out as an official Fawran channel that is not published here is not us.

10. Version history#