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Terms & Conditions

Terms & Conditions for ONTO

First: Definitions

  • PlatformOnto Platform: an electronic platform that operates as an intermediary between the client andSupplier Platform: Onto Platform, an electronic platform acting as an intermediary between the client and the supplier within the Kingdom of Saudi Arabia
  • ClientAny natural person (individual) or legal entity (company, institution, educational entity) that uses the platform to request a service.
  • Supplier / Service Provider:Any individual or industrial or production establishment that offers its services Through Onto Platform.
  • Service:Any digital or field service that is displayed or executed عبر the platform.
  • Reserved Amount:The value of the service paid by the client, which is temporarily held within the platform.
  • Commission:The percentage deducted by the platform for its role as an intermediary, amounting to 10%.
  • Client Guide:The rules governing the client’s use of the platform.
  • Supplier Guide:The rules and standards regulating the supplier’s work and service quality.
  • Supplier Guide: The rules and standards regulating the supplier’s work and service quality. Objection: A technical review request submitted by the client within 24 hours of receipt if the product does not match the agreed specifications. “The return policy (due to change of mind) does not apply to 3D printing products as they are custom-made based on the client’s request, except in cases of manufacturing defects or mismatch with the uploaded file.”

Second: Nature of Onto Platform’s Work

Onto Platform operates as a technical intermediary aimed at facilitating the connection between contracting parties. Its legal responsibility is strictly limited to the operational scope, which includes managing payment processes, logistical coordination, and complaint handling. Full technical responsibility for manufacturing quality and any defects in the final product lies solely with the supplier, with no liability on the platform. The platform also manages all payment processes conducted within its technical environment, holding service amounts until completion is confirmed. It provides necessary support to ensure service quality and protect the rights of contracting parties within its authority, and handles complaints and dispute resolution based on approved evidence and within its technical capabilities.

Third: Registration and Account Creation

Anyone wishing to register and create an account must be at least 18 years old and must provide accurate, correct, and updated information during registration. The platform reserves the right to suspend or terminate any account in case of violation of the terms and conditions. The account is considered personal and may not be transferred to any other party under any circumstances.

Fourth: Payment Mechanism and Fund Holding

All payments and financial transactions are conducted exclusively within Onto Platform. The platform holds the service amount and does not release it to the supplier until the client confirms completion of the service or until the objection period (24 hours from product receipt) expires. In case of disputes, fund transfer is immediately suspended until a final decision is issued.

Fifth: Commission and Fees

Onto Platform is entitled to a fixed commission calculated as a percentage of the total service value. This commission is a legitimate consideration for the services and mediation provided by the platform, including but not limited to technical connection, fund management, technical support, and dispute resolution.

Sixth: Client Obligations (Client Guide)

The client agrees to use the platform lawfully and to provide accurate and complete information about requests. The client must adhere to the objection period (24 hours) and refrain from submitting malicious complaints. The client is strictly prohibited from communicating outside the platform for the purpose of circumvention.

Seventh: Obligations Supplier (Supplier Guide)

The supplier agrees to execute the service precisely according to the agreed description and comply with all quality, professional, and industrial standards. The supplier must adhere to deadlines, cooperate with the platform in disputes, and is strictly prohibited from making agreements outside the platform to avoid commission. If such external agreements are proven, the platform has the right to suspend both supplier and client accounts immediately and impose a compensatory fine equal to the lost commission, which the supplier is responsible for settling.

Eighth: Quality Assurance

Onto Platform adopts specific quality standards detailed in the “Supplier Guide.” The supplier fully agrees to comply with these standards in all services provided. The platform reserves the right to conduct periodic evaluations of supplier performance and may suspend or terminate accounts in case of repeated complaints to maintain quality and credibility.

Ninth: Complaints and Dispute Resolution

The parties acknowledge and agree that the platform’s role in safeguarding rights is strictly limited to managing payment processes through the fund-holding mechanism, and conducting the necessary administrative verification to ensure that the final product conforms to the technical specifications submitted with the order details. All service-related complaints must be submitted exclusively through the platform’s official channels, where the platform relies, in issuing its decisions and handling disputes, on the rules and regulations set forth in both the “Client Guide” and the “Supplier Guide.” SupplierIn addition, the platform relies on all evidence and documented communications within its technical environment. Any decision issued by the platform in this regard shall be considered a regulatory and procedural decision, not a judicial one. The affected party retains the right to resort to the competent official authorities after exhausting all available settlement methods and mechanisms provided through the platform. These terms and conditions shall be governed, in their interpretation and implementation, by the laws and regulations in force in the Kingdom of Saudi Arabia. In the event of any legal dispute, jurisdiction shall be exclusively vested in the courts of the city Jeedah.

Tenth: Cancellation and Refund

  1. Cancellation policy varies depending on service type and execution stage.
  2. Commission is non-refundable except in exceptional cases determined by the platform.

Note: Please review the refund policy.

Eleventh: Intellectual Property

All platform rights, including trade name, design, and content, are owned by Onto Platform and may not be used without written permission.

Twelfth: Account Suspension or Termination

The platform has the right to suspend accounts in cases of:

  • Fraud
  • Misuse
  • Violation of terms
  • Harm to the platform’s reputation

Thirteenth: Amendments

The platform may modify these terms at any time, with users notified 30 days prior. Continued use constitutes acceptance of the changes.

Fourteenth: Contact

 Email: info@onto.sa