Terms and Conditions

Last updated: Oct 29, 2026

1Agreement and acceptance

These Terms and Conditions (Terms) are a binding agreement between you and Zaheen Tech Company (شركة زاين تيك), a one-person limited liability company registered in the Kingdom of Saudi Arabia under Commercial Registration (Unified National) No. 7055021336, VAT No. 314975255700003, with its National Address at Building 4450, Salim Ibn Abdullah Street, Al Muhammadiyah District, Additional No. 7084, Riyadh 12361 (Zaheen, we, us).

They govern your access to and use of our website zaheentech.com, our mobile and web applications (including Doori), our software-as-a-service platforms (including our healthcare claims management platform), and any related consulting, development or support services (together, the Services).

You accept these Terms by ticking the acceptance box, signing an Order Form, or creating an account. Acceptance by electronic means is valid and binding under the Electronic Transactions Law. If you do not agree, do not use the Services.

If you accept on behalf of a company or other organisation, you confirm that you are authorised to bind it, and you then refers to that organisation.

Order of precedence. If there is a conflict, the following apply in this order: (1) a signed Order Form or Master Services Agreement, except that it prevails over the DPA only where it expressly says it changes the DPA; (2) the Data Processing Agreement; (3) these Terms; (4) any product documentation.

No personal liability. This agreement is with Zaheen Tech Company only. No owner, manager or employee of Zaheen is personally liable under it.

2Definitions

3Eligibility and accounts

1. You must be at least 18 years old and have full legal capacity to use the Services.
2. Healthcare Services are available only to providers and organisations that hold the licences required by Applicable Law (for example MOH licences, NPHIES onboarding and any approval required by the Council of Health Insurance or the Insurance Authority). You must keep these valid and tell us promptly if any is suspended or revoked.
3. You must give accurate, complete and current information when registering and keep it up to date. We may verify it, including against public registers.
4. You are responsible for keeping your login details confidential, for enabling multi-factor authentication where offered, and for all activity under your account. Customers are responsible for their Authorised Users' acts and omissions.
5. Tell us immediately at info@zaheentech.com if you suspect unauthorised access to your account.
6. We are not responsible for loss caused by incorrect, outdated or misleading information you provide, or by your failure to protect your credentials, except to the extent caused by our own breach of these Terms.

4The Services

1. Licence. Subject to these Terms and payment of fees, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Services during the Subscription Term for your internal business purposes, or for personal purposes if you are a Consumer.
2. Description. The features, limits and service levels of each Service are described in the Order Form and product documentation in force at the time of purchase.
3. Changes. We may improve, update or change the Services. We will not materially reduce the core functionality of a paid Service during a Subscription Term. If we discontinue a paid Service, we will give at least 60 days' notice and refund any prepaid fees for the unused period.
4. Availability. We aim to keep the Services available at all times, but they may be interrupted for maintenance, updates or reasons outside our control. We will give advance notice of planned maintenance where reasonably possible. Any service level commitment applies only if stated in an Order Form.
5. Trials and beta features. Free trials and features marked "beta" or "preview" are provided as they are, may be changed or withdrawn at any time, and are excluded from any service level commitment.
6. Consulting and development work. Scope, deliverables, milestones, acceptance criteria and fees for project work are set in a statement of work. Unless agreed otherwise, a deliverable is accepted if you do not report a material non-conformity in writing within 10 working days of delivery, or on first production use, whichever is earlier. Each statement of work states delivery dates. Delays caused by the Customer, including late information, access or approvals, extend those dates and may be charged at the statement of work rates.

5Acceptable use

You must use the Services lawfully, in line with Islamic Sharia and public order in the Kingdom, and only for their intended purpose. You must not, and must not allow anyone else to:

1. upload or submit false, fraudulent, inflated or duplicate claims, or data you have no right to share;
2. breach the Anti-Cyber Crime Law, including by gaining or attempting unauthorised access, intercepting data, or spreading malware;
3. probe, scan or test the vulnerability of the Services, or bypass security or usage limits, without our written permission;
4. copy, modify, reverse-engineer, decompile or create derivative works of the Services, except where the law expressly allows;
5. resell, sublicense, rent or provide the Services to third parties, or use them to build a competing product;
6. use automated means (bots, scrapers) to access the Services other than our published APIs;
7. upload content that is unlawful, defamatory, infringing, or that violates anyone's privacy;
8. send unsolicited marketing through the Services;
9. use the Services in a way that could damage, overload or impair them or other users.

We may investigate suspected breaches, preserve relevant records, cooperate with competent authorities, and take the steps in section 10.

6Healthcare Services

1. Decision support only. The healthcare Services help Customers prepare, validate, submit and track insurance claims and eligibility checks. They do not provide medical, clinical, coding, legal or insurance advice and do not replace the professional judgement of the Customer's qualified staff.
2. Customer responsibility. The Customer is solely responsible for the clinical accuracy of the data it enters, for the claims and documents it submits, and for its relationships with patients, insurers and regulators.
3. No guarantee of outcome. Validation results, rejection-risk scores and other Output reflect rules and data available at the time. We do not guarantee that any claim will be approved, paid or not rejected by an insurer, NPHIES or a regulator.
4. Lawful basis for patient data. The Customer is the controller of patient data. It confirms that it has a lawful basis under the PDPL and health-sector rules to share that data with Zaheen, including any notice to or consent from patients or their guardians.
5. Third-party systems. NPHIES, insurers and third-party administrators are outside our control. We are not responsible for their downtime, rule changes, delays or decisions.
6. Rule updates. We will use reasonable efforts to update validation rules after official changes are published, but the Customer must follow official circulars and instructions directly.
7. Our role. Zaheen provides software and, where an Order Form says so, managed services such as claims follow-up or denial recovery. Zaheen does not act as an insurer, insurance intermediary, third-party administrator or claims settler, and does not negotiate with insurers on the Customer's behalf unless an Order Form expressly says so and Zaheen holds any approval the law requires.
8. Submissions. All submissions to NPHIES are made by the Customer, under the Customer's own NPHIES credentials, after an Authorised User approves them. Zaheen does not submit claims on its own initiative.
9. Suspected fraud. Zaheen may pause processing and preserve records where it reasonably suspects false or fraudulent claims, and may report to competent authorities where the law requires.
10. Secure channels. The Customer must not send patient data to Zaheen by email, WhatsApp or support tickets, and must use the platform's secure upload instead.
11. Outcome-based fees. Where fees depend on outcomes (for example a percentage of amounts recovered), the Order Form defines the base, the percentage, the calculation method and the payment date. Such fees are calculated only on amounts actually received by the Customer.

7Fees, payment, cancellation and refunds

1. Fees. Fees are stated in Saudi riyals in the Order Form or on our pricing page, and are exclusive of VAT unless stated otherwise. VAT is added at the applicable rate and shown on a tax invoice issued under ZATCA e-invoicing rules.
2. Payment. Subscriptions are billed in advance for each billing period. Invoices are due within 14 days of the invoice date unless the Order Form says otherwise. Payments are processed by payment providers licensed by the Saudi Central Bank; we do not store full card details.
3. Automatic renewal. Subscriptions renew automatically for the same period unless either party cancels before the renewal date. We will remind you at least 14 days before an annual renewal.
4. Price changes. We may change prices for a renewal term by giving at least 30 days' notice. Except under section 10.7, prices do not change during a paid term.
5. Late payment. If an amount is more than 14 days overdue, we may, after giving 7 days' written notice: (a) suspend the Services and withhold deliverables and any transfer of rights until it is paid; and (b) require payment in advance for future periods. For business Customers, if the overdue amount is still unpaid 30 days after notice, we may also declare the fees for the rest of the current Subscription Term immediately due. No interest or late-payment penalty is charged.
6. Consumers. If you are a Consumer, you may cancel a purchase within 7 days of the contract date and receive a full refund. The right to cancel ends if, with your express consent before purchase, the Service has started or digital content has been delivered to you, and in the other cases excluded by the E-Commerce Law and its Implementing Regulations.
7. Business Customers. Fees are non-refundable once a Subscription Term starts, except where these Terms provide otherwise (for example section 4.3, section 10 or our breach).
8. Refund method. Refunds are paid to the original payment method within 14 days of approval.
9. Disputes. If you dispute an invoice, tell us in writing within 30 days of its date and pay the undisputed part on time. An invoice not disputed within that period is treated as accepted.

8Data, intellectual property and confidentiality

Data protection. We process personal data as described in our . The Privacy Policy is provided for information under the PDPL and does not form part of this agreement. Where we process Customer Data as processor, the DPA applies, forms part of these Terms and sets out all of our data protection obligations to Customers. Each party will comply with the PDPL in its own role.

Customer Data. You own your Customer Data. You grant us a limited right to host, process and transmit it only to provide, secure and support the Services and as required by law. We do not use Customer Data to train models or create statistics for our own purposes, except as the Customer instructs in an Order Form under section 3.4 of the DPA. We may use technical and performance data about the Services, which contains no patient data, to maintain and improve them.

Our intellectual property. The Services, software, models, rules engines, designs, documentation, trademarks (including "Zaheen", "زاين تيك" and "Doori") and all improvements to them (excluding Customer Data) are owned by Zaheen or its licensors and are protected by the Copyright Law, the Trademarks Law and other laws. No rights are transferred to you except the licence in section 4.1.

Custom deliverables. Unless a statement of work expressly assigns specified rights to you, Zaheen owns all deliverables and, on full payment, grants you a non-exclusive, perpetual licence to use them for your internal purposes. Any assignment takes effect only on full payment and never covers Zaheen's pre-existing tools, reusable components, know-how or open-source items, which are licensed to you as part of the deliverable. Moral rights remain with the authors as the law requires.

AI Output. Zaheen gives no warranty that AI-generated Output is original, protectable by copyright or free of third-party rights. You are responsible for reviewing Output before you use or publish it.

Feedback. If you send us suggestions or feedback, we may use them freely without obligation to you.

Confidentiality. Each party will keep the other's non-public business, technical and financial information confidential, use it only to perform these Terms, and protect it with at least reasonable care. This does not apply to information that is public through no fault of the recipient, already lawfully known to it, independently developed, or that must be disclosed by law or a competent authority (with prompt notice where allowed). This obligation survives for 5 years after termination, and indefinitely for trade secrets and personal data.

Third-party services. The Services may connect to third-party services (for example payment gateways, app stores, insurers or government portals). Their own terms apply and we are not responsible for them.

Subcontractors. Zaheen may use subcontractors and sub-processors to provide the Services and remains responsible for their performance.

9Warranties, liability and indemnity

Our commitments. We will provide the Services with reasonable skill and care, in line with the documentation, and in compliance with Applicable Law. If a paid Service does not materially conform, we will correct it within a reasonable time; if we cannot, either party may end the affected Service and we will refund prepaid fees for the unused period.

Disclaimer. Except as stated in these Terms and to the extent permitted by Applicable Law, the Services and Output are provided "as is" and "as available". We do not warrant that they will be uninterrupted or error-free, or that Output will be accurate or fit every purpose. You are responsible for reviewing Output before relying on it.

Limitation of liability. To the extent permitted by Applicable Law, and however liability arises, whether in contract, for a harmful act or otherwise:

1. Neither party is liable for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss, meaning loss that does not arise naturally and directly from the breach and was not reasonably foreseeable when the contract was made.
2. Zaheen is not liable for claims that are denied, rejected, clawed back or delayed by an insurer, NPHIES or a regulator, for insurer or regulatory penalties imposed on the Customer, or for loss or corruption of data beyond restoring it from the latest available backup.
3. Zaheen's total liability arising out of or relating to these Terms and the Services in any 12-month period is limited to the fees paid or payable by you for the affected Service in the 12 months before the event giving rise to the claim. For work under a statement of work, it is limited to the fees paid under that statement of work. For free Services, it is limited to SAR 500.

Exclusions from the limits. The limits above do not apply to: (a) liability for fraud, wilful misconduct or gross negligence; (b) a Customer's payment obligations; (c) the Customer's indemnity below; or (d) any other liability that cannot be limited or excluded under Applicable Law, including the Civil Transactions Law and consumer protection rules. Zaheen's indemnity below is limited to twice the amount in item 3 under Limitation of liability.

Your indemnity. You will compensate Zaheen for losses, fines and reasonable legal costs arising from a third-party claim or regulatory action caused by: (a) Customer Data you had no right to provide; (b) false or fraudulent claims or data you submit; (c) your breach of section 5; (d) your breach of the PDPL or health-sector rules as controller, including any lack of patient notice or consent; (e) your clinical, coding or submission decisions; or (f) your instructions or materials.

Our indemnity. We will compensate you for losses and reasonable legal costs arising from a third-party claim that your authorised use of the Services infringes that party's intellectual property rights in the Kingdom. This does not apply to claims arising from modification of the Services by anyone other than Zaheen, combination with items Zaheen did not supply, your materials, AI Output, or versions we no longer support. If a claim arises, Zaheen may modify or replace the affected Service, or end it and refund prepaid fees for the unused period. This is your sole remedy for intellectual property infringement.

Process. The indemnified party must notify the other promptly, let it control the defence and settlement (no admission without consent), and cooperate reasonably.

Notice of claims. You must tell Zaheen in writing about any claim within 6 months of becoming aware of it, so that Zaheen can investigate and remedy it. Late notice does not bar the claim, but may reduce recovery to the extent the delay caused additional loss.

10Term, suspension and termination

1. Term. These Terms apply from acceptance until all Subscription Terms and statements of work have ended.
2. Cancellation. You can cancel a subscription at any time from your account or by emailing info@zaheentech.com. Cancellation takes effect at the end of the current billing period.
3. Suspension. We may suspend access, in whole or in part, without prior notice where needed to prevent a security threat, serious harm or a breach of law, when required by a competent authority, or if a licence the Customer needs under section 3.2 lapses. In other cases (including late payment) we will give 7 days' written notice. Except during a security threat, you keep read-only access and can export your data, and we will not withhold claims already queued for submission. We will restore access once the cause is resolved.
4. Termination for breach. Either party may terminate on written notice if the other materially breaches these Terms and does not remedy the breach within 30 days of notice, or immediately if the other becomes insolvent or enters liquidation.
5. Effect. On termination, your right to use the Services ends and outstanding fees become due. For 30 days after termination you may export your Customer Data; after that we will destroy it under the DPA, unless Applicable Law requires us to keep it. Sections that by their nature should survive (including 7, 8, 9, 11 and accrued rights) survive.
6. Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government action, power or telecommunications failures, cyberattacks not caused by the affected party's gross negligence, cloud, hosting or sub-processor outages, outages of NPHIES or other public systems, and changes to NPHIES, CHI, Insurance Authority or ZATCA rules or interfaces. The affected party must notify the other promptly and resume performance as soon as possible. If the event lasts more than 60 days, either party may terminate the affected Service and receive a refund of prepaid fees for the unused period. This does not excuse payment obligations already due.
7. Change in law. If a change in law or in a regulator's technical specifications materially increases the cost of providing a Service, Zaheen may adjust the fees on 30 days' notice, and the Customer may terminate the affected Service at the date the change takes effect.

11Governing law, disputes and general terms

Governing law. These Terms are governed by the laws of the Kingdom of Saudi Arabia.

Disputes. The parties will first try to settle any dispute amicably through senior representatives within 30 days of written notice. If it is not settled: (a) disputes with business Customers go to the Commercial Court in Riyadh, unless a signed Order Form provides for arbitration under the rules of the Saudi Center for Commercial Arbitration (SCCA), seated in Riyadh, before one arbitrator, in Arabic, with documents in English admissible; (b) disputes with Consumers go to the competent court in Riyadh, and Consumers keep their right to complain to the Ministry of Commerce and any other competent authority. Arbitration with a government-entity Customer requires the approvals that apply to it.

Changes to these Terms. We may update these Terms to reflect changes in the law, our Services or our business. We will post the updated Terms with a new date and give at least 30 days' notice of material changes by email or in-app, unless a shorter period is required by law or for security reasons. Material changes take effect only once you accept them in-app or by click. If you do not accept, either party may end the affected Service at the change date and we will refund prepaid fees for the unused period. Changes never apply retroactively, and we keep a record of each acceptance.

Language. These Terms are issued in Arabic and English. Until Zaheen publishes the Arabic text, the English text governs. Once the Arabic text is published, it prevails if there is any conflict.

Notices. We send notices to the email address in your account. You send notices to info@zaheentech.com or our National Address. Email notices are effective on the working day after sending.

Entire agreement. These Terms, the DPA, any Order Form and any signed Master Services Agreement are the entire agreement on their subject and replace all earlier understandings.

Severability. If any provision is found invalid or unenforceable, the rest remains in force, and the provision is applied to the maximum extent the law allows.

Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate, to any acquirer of the relevant business, or as part of a reorganisation, with notice to you.

No waiver. Failure to enforce a right is not a waiver of it.

Independent parties. Nothing in these Terms creates a partnership, agency or employment relationship.

Non-solicitation. During the term and for 12 months after it ends, a business Customer will not solicit Zaheen personnel who worked on its Services to leave Zaheen.

Anti-bribery and sanctions. Each party will comply with the Saudi Anti-Bribery Law and with applicable export-control and sanctions laws. Zaheen may terminate immediately for a breach of this clause.

Contact and complaints. info@zaheentech.com · Building 4450, Salim Ibn Abdullah Street, Al Muhammadiyah District, Additional No. 7084, Riyadh 12361, Kingdom of Saudi Arabia. Complaints can be submitted in Arabic or English; we acknowledge them within 2 working days and aim to resolve them within 10 working days.