Terms & Conditions

These Terms and Conditions (the "Usage Policy") govern your use of the Ibbil application and website available via digital stores and the official website, owned by "Camel Gateway Trading Company", a Saudi company operating in technology and electronic solutions to support digital transformation in the Kingdom of Saudi Arabia, with its address at: King Abdulaziz Road, Al Malqa District, Riyadh, Kingdom of Saudi Arabia (referred to in this agreement as the "Company", "Ibbil Platform", or in the first person).

Platform / Application

Means the Ibbil application and website ( www.ibbil.com) and all related services and sections (stores, veterinary, transport, insurance, permits, and smart wallet).

Merchant / Service provider

Any natural or legal person (such as feed and camel supplies merchants, veterinarians and clinics, camel transport companies and owners, insurance agents, and permit brokers) who registers on the platform to offer or sell products and services to customers.

Customer / User

Anyone who creates an account on the platform to purchase products (feed, accessories) or request services (veterinary examination, transport, insurance, permit issuance) for direct use without intent of commercial resale, and whose dealings with the platform are subject to consumer protection laws applicable in the Kingdom of Saudi Arabia.

Courier / Driver (transporter)

The entity or individual authorized to transport and deliver camels or products from stores to the customer's specified location.

Control panel

A dedicated digital interface provided by the platform to merchants and service providers to manage their products, orders, and financial entitlements.

The Ibbil platform provides a unified digital experience that brings together all the needs of camel owners and breeders under one roof through the following sections:

• Stores

  Display and sale of feed (barley, alfalfa, Rhodes, soy), nutritional supplements, and camel accessories and equipment.

• Veterinary services

  Ability to request emergency consultations, clinic examinations, or book field visits to camel farms and holdings.

• Transport services

  Booking equipped vehicles and trucks dedicated to safely transporting camels between cities and venues.

• Insurance

  Providing specialized insurance solutions and policies for camels and transport services in cooperation with approved insurance companies.

• Permits

  Facilitating linkage with competent authorities to issue camel tagging permits, road security, festival participation, and grazing permits.

• Data accuracy

  When creating an account (via the Apple Store or Google Play), the user undertakes to provide true, accurate, and up-to-date information (such as national ID/residency, mobile number, and national address). Inaccurate data gives the Company the right to suspend the account without prior notice.

• Account confidentiality

  The user is solely responsible for maintaining the confidentiality of login credentials and the one-time password (OTP) or password, and bears full responsibility for any activities conducted through their account.

• Suspicious activity

  The user undertakes to notify platform management immediately if their account is compromised or used without authorization. The platform may freeze inactive accounts or those showing fraudulent activity without any financial liability on the Company.

The following provisions regulate the obligations of merchants and service providers and the rules for describing products and services on the platform:

• Legality and licenses

  The merchant, veterinarian, or transporter undertakes to hold all government licenses required to practice their activity in the Kingdom (such as licenses from the Ministry of Environment, Water and Agriculture, the Transport General Authority, etc.).

• Product quality (feed and supplies)

  Merchants undertake to provide products that meet specifications, free from commercial fraud or impurities harmful to livestock health, and to state weights, quantities, and prices with full transparency.

• Store policies

  Each merchant undertakes to add their store's exchange and return policy in the dedicated field in the control panel, provided it does not conflict with consumer protection regulations.

• Prohibition of misleading information

  It is strictly prohibited to publish misleading or exaggerated information, or to use marketing phrases that imply unreal benefits for supplements or feed.

• Technical specifications

  All technical specifications of the product must be clearly stated (weight, country of origin, expiry date, feed ingredients).

• Currency and taxes

  All prices displayed on the platform are in Saudi Riyal (SAR) and include Value Added Tax (VAT) unless otherwise stated. The merchant or service provider bears full responsibility for remitting taxes due to official authorities (such as ZATCA).

• Smart Wallet

  The platform allows users to hold balances, top up, and submit withdrawal requests via approved bank accounts (IBAN). The platform applies high security standards (such as setting a PIN for withdrawals) to protect balances.

• Payment methods

  The platform supports approved electronic payment channels (Apple Pay, Mada, credit cards). The platform is not responsible for any payment rejection attributable to the user's card-issuing bank.

• Anti-fraud

  The platform may suspend any financial transaction or freeze balances if money laundering or fraudulent transactions are suspected, and report them to the competent authorities.

• Intermediary role

  The Ibbil platform acts as a technical intermediary connecting users with service providers (merchants, veterinarians, transporters, insurance companies). The platform bears no direct liability for poor performance by a service provider, delayed shipments, or veterinary medical errors; compensation rests with the direct service provider.

• Compensation limits

  In all cases, Ibbil's liability to any party for any damages arising from use of the platform shall not exceed the value of the administrative fees the platform collected from the disputed transaction during the month preceding the claim.

• Amicable settlement

  If any dispute arises between the user and the platform, or between the user and a service provider, resolution shall first be sought amicably by contacting technical support.

• Submitting a complaint

  Complaints are submitted via a support ticket in the application or by email, attaching the order number and supporting documents.

• Handling the complaint

  The customer service team refers the complaint to the concerned party and grants them a period of (3 business days) to respond and resolve it.

• Disciplinary measures

  If a merchant or service provider is found to have violated the platform's terms, Ibbil management may take appropriate disciplinary action, including closing the account or freezing entitlements.

• Legal reference

  These Terms and Conditions are governed by and construed in accordance with the laws applicable in the Kingdom of Saudi Arabia. If amicable resolution is not possible, exclusive jurisdiction lies with the competent courts in Riyadh.