The consumer-facing side of commercial activity carries its own obligations, from e-commerce platform compliance to consumer protection rules and the specific requirements around online sales, returns, and advertising that apply when a company sells directly to individual consumers.
A few situations come up repeatedly. A company launching a new e-commerce platform that needs its terms of use and return policy reviewed before launch. A company receiving a consumer complaint about a product or service. A company reviewing its marketing practices to ensure compliance with advertising regulations. Or a platform using influencer marketing that needs to review the disclosure obligations tied to it.
Saudi consumer protection regulations have tightened noticeably alongside the growth of e-commerce, and are overseen by bodies that monitor advertising, sales, and return practices. These regulations set clear disclosure requirements around pricing and additional fees, and place limits on advertising claims not backed by evidence.
Engagements begin with a review of the actual user experience on the platform, not just the written policy documents, since a policy may look compliant on paper while the actual user experience violates a specific disclosure requirement. From there, we review terms of use and privacy policy together, since they're usually reviewed as one unit rather than two separate documents.
For platforms using influencer or partner marketing, advertising disclosure rules have tightened enough that this review has become a standard part of our work, not an afterthought raised only once a complaint arrives.
We also help assess how clear a platform's consumer complaint mechanism is, since an unclear or overly complicated mechanism can itself be considered a violation of consumer protection regulations.
We review subscription and recurring payment program terms to ensure cancellation terms are clear, a point facing increasing scrutiny from consumer protection bodies recently.
When a dispute escalates beyond direct resolution with a customer, it connects with our mediation and dispute resolution service, and product quality complaints specifically fall under our product liability and hidden defects service.