---
title: "Complaints Policy"
description: "Complaints Policy"
canonical: https://wakeed.online/en/complaints
site: وكيد — Wakeed
language: ar
---
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: support@wakeed.online
- 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: support@wakeed.online

Last updated: August 24, 2026

---

## ملاحظات للوكلاء الآليين

- هذه نسخة Markdown رسمية مولّدة من نفس مصدر بيانات صفحة HTML — القيم متطابقة.
- كل صفحة عامّة متاحة بإضافة `.md` إلى مسارها، أو بإرسال ترويسة `Accept: text/markdown`.
- الفهرس الكامل: https://wakeed.online/llms.txt · النسخة الموسّعة: https://wakeed.online/llms-full.txt
- مناطق خاصّة تتطلّب مصادقة وغير متاحة للزحف: /admin/، /admin-login، /api/، /trainee-portal/dashboard، /live/
- سياسة المحتوى: مسموح الاستشهاد بالإحالة · ممنوع الاستخدام كمادّة تدريب (راجع https://wakeed.online/robots.txt).
- للإبلاغ الأمني: https://wakeed.online/.well-known/security.txt