Dispute Resolution and Governing Law Policy
The law that governs your contract, where a claim is heard, and the steps before litigation.
1. Governing law#
1.1 Your relationship with Fawran — including the Terms of Use, the Terms of Sale and the other policies published in the Legal Center — is governed by the laws of the Hashemite Kingdom of Jordan.
1.2 No other country's law, and no other marketplace's rules, apply to your dealings with Fawran.
1.3 The law that governs you is Jordanian. The Platform is operated by FAWRAN LLC, operating under the trade name FAWRAN, which provides marketplace services to customers in Jordan. Your contract is offered, performed and delivered in Jordan, and Jordanian law governs it.
1.4 Formation abroad removes no mandatory Jordanian consumer protection. Article 21 of the Consumer Protection Law No. (7) of 2017 makes void any agreement or term that cancels or restricts consumer rights, and void any term exempting the supplier from liability for its obligations under that Law. No document in this Legal Center attempts to choose a foreign law, and none may be read as displacing a protection Jordanian legislation gives you.
1.5 What determines the applicable consumer law is where the supply is made. FAWRAN provides marketplace services to customers in Jordan and the supply is made in Jordan, which is why Jordanian consumer law applies to it, as set out in 1.1 to 1.4.
2. Where a claim is heard#
2.1 The competent courts of Amman have jurisdiction over any dispute arising out of or connected with the relationship between you and Fawran.
2.2 This is not intended to deprive you of any jurisdiction the law gives you as a consumer. If Jordanian law gives you the right to sue in another court, that is your right.
2.3 Article 22(B)(7) of the Consumer Protection Law No. (7) of 2017 treats as an unfair term any term that removes the consumer's right to resort to the courts or to alternative dispute-resolution mechanisms under the legislation in force. No such term appears in Fawran's documents.
3. ★ What this policy does not do#
Expressly:
| We do not require | Why |
|---|---|
| Mandatory arbitration | We do not bind you to arbitration instead of the courts |
| A class-action waiver | We do not ask you to waive any procedural right |
| Litigation outside Jordan | The forum is inside the Kingdom |
| A foreign governing law | Jordanian law governs, whatever the country in which the operator is formed |
| A shorter limitation period than the law provides | Your statutory periods stand as they are |
| Going through us before a regulator | Your right to complain to a regulator is unconditional |
This policy is deliberately drafted to stay clear of the categories listed in Article 22(B) of the Consumer Protection Law — the categories a court may declare void, amend, or relieve the consumer from. A void term in a legal document serves nobody.
4. A suggested path — not a required one#
4.1 We suggest, without requiring, the following path, because it is usually the fastest and least costly for you:
| Step | Document |
|---|---|
| 1. Support | Customer Complaints and Escalation Policy, Stage 1 |
| 2. Escalation | Stage 2 |
| 3. Final review | Stage 3 |
| 4. Mediation through a consumer protection association | Where both parties agree |
| 5. The regulator | The Consumer Protection Directorate, or the data protection regulator |
| 6. The courts | The competent courts of Amman |
4.2 You may skip any step. The path is a practical suggestion, not a procedural condition.
5. Mediation#
5.1 Article 15(i) of the Consumer Protection Law No. (7) of 2017 empowers a consumer protection association to mediate to settle disputes arising between a consumer and a supplier where both parties agree to that.
5.2 Fawran is willing to take part in mediation through a consumer protection association, where it is requested and agreed.
6. Regulators#
| Body | Competence | Basis |
|---|---|---|
| The Consumer Protection Directorate — Ministry of Industry, Trade and Supply | Receiving and verifying consumer complaints and recording violations | Article 11(B), Consumer Protection Law No. (7) of 2017 |
| The Personal Data Protection Council | Considering complaints and requests submitted by a data subject against a controller | Article 17(E), Personal Data Protection Law No. (24) of 2023 |
| The Personal Data Protection Unit — Ministry of Digital Economy and Entrepreneurship | Receiving and investigating notifications and complaints concerning breaches of the Law | Article 18(B) of the same Law |
7. Urgency before the courts#
Article 23 of the Consumer Protection Law No. (7) of 2017 provides that civil and criminal consumer-protection cases brought under it are given urgent status before the competent courts, including the enforcement of their judgments.
8. Electronic evidence#
8.1 Your order records, correspondence and policy acceptances are kept electronically.
8.2 Article 6 of the Electronic Transactions Law No. (15) of 2015 provides that where legislation requires an entry, contract or document to be presented in writing, presenting the electronic record of it produces the same legal effects, provided its information can be reviewed and it can be stored and referred back to at any time without alteration.
8.3 Article 7 sets the conditions for an electronic record to satisfy a requirement for an original: preserved in the form in which it was created, sent or received so that no change is made to its content; kept so that its information can be accessed, used and referred to at any time; and enabling identification of the originator, the addressee, and the date and time of creation, sending or receipt.
8.4 Article 17 sets out the evidentiary weight of an electronic record according to whether it is linked to a protected or a certified electronic signature, or to neither.
8.5 You can request a copy of your records under the Data Rights and Privacy Requests Policy.
9. A dispute with a Seller#
9.1 The Seller remains your counterparty in the sale, under the Terms of Sale and the Marketplace and Third-Party Seller Terms.
9.2 Even so, start with Fawran. Under Article 20 of the Consumer Protection Law, liability is joint and several among suppliers who caused, or knew of, a defect in a good sold to a consumer.
9.3 We coordinate with the Seller and do not send you to them to start again.
10. Changes to this policy#
10.1 No amendment applies retrospectively to a live dispute or to an Order already placed.
10.2 Amendments follow section 14 of the Terms of Use.
11. Version history#
| Version | Date | What changed |
|---|---|---|
| 1.0 | 26 July 2026 | Initial publication. |
| 1.1 | 26 July 2026 | Recorded that the operator is FAWRAN LLC, and that Jordanian law governs the relationship because the supply is made in Jordan. A “foreign governing law” row was added to the list of things this policy does not impose. A clarification of an identity that has always applied; no right or obligation is changed and the effective date is unchanged. |
| 1.2 | 28 July 2026 | How the operator is named was simplified, and the governing-law clause now states the reason positively: the supply is made in Jordan, so Jordanian law governs. |
Operator and contact details
These details apply to every document in the Legal Center.
- Contracting entity
- FAWRAN LLC
- Trading as
- FAWRAN — فورا
- Operating market
- Marketplace services for customers in The Hashemite Kingdom of Jordan
- Registered Office
- FAWRAN LLC 131 Continental Drive, Suite 305 Newark, Delaware 19713 United States of America
- Legal and privacy contact
- admin@fawra.net
- Customer support
- https://help.fa9ran.com
- Governing law
- the laws of the Hashemite Kingdom of Jordan
- Dispute venue
- the competent courts of Amman
Address of record for the entity in its state of formation. It is not a customer-service address, not a returns address, not a warehouse, and not an address for correspondence about an order. Do not send returns or ordinary customer correspondence there.
For legal notices and privacy requests. For help with an Order, use customer support below.
Support runs through the Help Center and in-app support. Those are our official support channels.
The buyer policies are governed by applicable Jordanian law for our operations in Jordan, and no mandatory Jordanian consumer protection is removed by them.
Related documents
The three escalation stages inside Fawran, and the regulators you can go to at any time.
The rules governing your access to and use of the Fawran buyer website and mobile app.
The contract formed when you place an order, including who you are buying from.
Every official channel to reach Fawran — and how to tell a real one from an impostor.