World of Automation and Kinetics Company (the "Wakeed" brand) is committed to receiving and handling customer complaints under published procedures and defined timeframes, in accordance with the Saudi E-Commerce Law and its Implementing Regulations.
1) How to submit a complaint
- Email: [email protected]
- The "Contact us" form on the website home page
- Phone or WhatsApp: +966 54 479 8226
- From inside your account in the Wakeed application
2) Information required
- Full name, and the mobile number or email registered on the account
- Subscription number or invoice number, if any
- A brief description of the complaint and the date it occurred
- Any supporting attachments (screenshot, payment receipt, prior correspondence)
3) Receiving and handling procedure
- The complaint is logged on receipt and a reference number is issued and sent to the complainant.
- An acknowledgement is sent within a maximum of 24 hours from logging.
- The complaint is reviewed and the customer is informed of the outcome within a maximum of 5 business days from the logging date.
- If a longer technical or financial review is required, the customer is notified with an additional period not exceeding 10 business days.
- The complaint is closed after the customer is informed of the resolution, and may be reopened on request within 14 days of closure.
4) Escalation
If the customer is not satisfied with the outcome, they may request escalation to Customer Service Management via the same email quoting the reference number; the case is reconsidered within 5 business days.
In all cases, the customer retains the right to file a report with the Ministry of Commerce through its official channels (unified number 1900 — mc.gov.sa).
5) Record keeping
Complaint records, correspondence and outcomes are retained so they can be produced at the request of the competent authorities.
6) Contact about this policy
For any question regarding this policy: [email protected]
Last updated: August 24, 2026