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Terms and Conditions

Terms & Conditions for ONTO

First: Definitions

  • PlatformOnto Platform: an electronic platform that operates as an intermediary between the Customer andObligations 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: A request for a technical review submitted by the Customer within 24 hours of receipt if the product does not conform to the agreed specifications. “The return policy for a change of mind does not apply to 3D-printed products, as they are manufactured specifically at the Customer’s request, except where there is a manufacturing defect or a discrepancy from the uploaded file.”

Second: Nature of Onto Platform’s Work

The ONTO Platform operates as a technical intermediary intended to facilitate connections between the contracting parties. Its legal responsibility is strictly limited to the operational scope, which includes managing payment processes, logistical coordination, and complaints. Full technical responsibility for manufacturing quality and any defects that may arise in the final product remains solely with the Supplier, without any liability whatsoever on the Platform. The Platform also manages all payment transactions conducted through its technical environment and holds the amounts corresponding to the Services until completion of performance has been confirmed. It is committed to providing the assistance necessary to confirm Service quality and safeguard the rights of the contracting parties in a manner consistent with the Platform’s authority. It also manages all complaints and resolves arising disputes based on approved evidence and within the authority and technical capabilities granted to the Platform.

Third: Registration and Account Creation

Any person wishing to register and create an account through the Platform must be at least 18 years of age. The User must provide accurate, correct, and up-to-date information upon registration. The Platform has the full right to suspend or deactivate an account if any violation of the approved Terms and Conditions is detected. The account is considered personal to the User and may not be transferred to any third party under any circumstances.

Fourth: Payment Mechanism and Fund Holding

All payments and financial transactions shall be conducted exclusively within the ONTO Platform. The Platform shall hold the Service amount, and it shall not be transferred to the Supplier until the Customer confirms the completion of the Service or until the objection period of 24 hours from receipt of the product has expired. If any dispute arises between the parties, the transfer of funds shall be immediately suspended until a final decision regarding the existing dispute is issued.

Fifth: Commission and Fees

The ONTO Platform shall be entitled to a fixed commission calculated as a specified percentage of the total value of the requested Service. This commission constitutes lawful consideration for the services and intermediation provided by the Platform, including, without limitation, technical connection services, management of reserved funds, provision of the necessary technical support services, and management and resolution of disputes that may arise between the contracting parties through the Platform.

Sixth: Client Obligations (Client Guide)

Under these Terms, the Customer acknowledges and undertakes to use the Platform lawfully and to provide accurate and complete information concerning the order submitted through the Platform. The Customer must also comply with the specified objection period of 24 hours and completely refrain from submitting malicious or vexatious complaints. In addition, the Customer is prohibited from engaging in any form of communication outside the Platform for the purpose of circumvention.

Seventh: Supplier Obligations (Supplier Guide)

Under these Terms, the Supplier acknowledges and undertakes to perform the requested Service accurately in accordance with the agreed description and fully comply with the relevant quality, professional, and industrial standards. The Supplier must also comply with all specified performance deadlines and cooperate fully with the Platform if any dispute arises. The Supplier is strictly prohibited from entering into any agreements outside the Platform for the purpose of avoiding payment of the applicable commission.

If it is established that the Customer has reached an agreement with the Supplier outside the Platform, the ONTO Platform shall have the right to immediately suspend the accounts of both the Supplier and the Customer. The Platform may also impose compensatory charges equal to the amount of the lost commission, which the Supplier shall be responsible for settling. The Supplier must provide the Platform with all documents and records requested to verify the Supplier’s identity and eligibility to receive financial entitlements.

An individual Supplier must submit a valid Freelance Work Document, a copy of the National ID, and a certificate or document verifying the bank account details (IBAN). The bank account must be held in the Supplier’s name and correspond to the details stated on the National ID. If the Supplier is an establishment or company, it must provide its Commercial Registration or any other regulatory documents requested by the Platform, in addition to a certificate or document verifying the bank account details (IBAN) in the name of the establishment or company. The Supplier must also provide any additional documents required by financial institutions, payment service providers, or the applicable laws and regulations of the Kingdom of Saudi Arabia.

The Platform shall have the right to suspend the activation of the Supplier’s account or the transfer of the Supplier’s financial entitlements until all required documents have been submitted and verified. The Supplier acknowledges full responsibility for the accuracy of all submitted information and documents.

Eighth: Quality Assurance

The ONTO Platform adopts specific quality standards and controls that are explained in detail in the Platform’s approved “Supplier Guide.” The Supplier acknowledges its full commitment to these standards in relation to all Services provided. The Platform also retains its inherent right to conduct periodic and continuous evaluations of the Supplier’s performance to ensure compliance with the prescribed professional and technical standards. Under these provisions, the Supplier agrees to the Platform’s absolute right to take administrative measures, including suspending or deactivating the Supplier’s account where complaints against the Supplier are repeatedly received, thereby protecting the levels of quality and credibility within the Platform.

Ninth: Complaints and Dispute Resolution

The parties acknowledge and agree that the Platform’s role in safeguarding rights is strictly limited to managing payments through the reserved-funds mechanism and conducting the necessary administrative verification to ensure that the final product conforms to the technical specifications uploaded as part of the order details. All complaints concerning the Services must be submitted exclusively through the Platform’s official channels. When issuing its decisions and addressing existing disputes, the Platform shall rely on the rules and controls contained in both the “Customer Guide” and the “Supplier Guide,” in addition to all evidence and correspondence documented within the Platform’s technical environment. Any decision issued by the Platform in this regard shall be considered an organizational and procedural decision, not a judicial decision. The affected party shall retain the right to refer the matter to the competent official authorities after exhausting all settlement methods and mechanisms available through the Platform. These Terms and Conditions shall be interpreted and implemented in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia. If any legal dispute arises, God forbid, the courts of the City of Jeddah shall have exclusive territorial jurisdiction. Jeedah.

Tenth: Cancellation and Refund

  1. The cancellation policy varies depending on the type of Service and the stage of performance.
  2. The commission is non-refundable except in exceptional circumstances determined by the Platform.

Note: Please review the Refund Policy.

Eleventh: Intellectual Property

All rights relating to the Platform, including its trade name, design, and content, are owned by the ON TO 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 shall have the right to amend these Terms at any time, provided that Users are notified 30 days before the change. Continued use of the Platform shall constitute acceptance of the amendments.

Fourteenth: Contact

 Email: info@onto.sa