Customer Service Policy
This Customer Service Policy establishes the procedures governing customer communications, support services, inquiries, account-related services, orders, and operational assistance.
By using the Website, contacting BANKO, or benefiting from any service or order, the Customer expressly, irrevocably, and legally agrees to this Policy and all related Terms, Conditions, and policies.
Acknowledgment and Acceptance
Any communication by the Customer or User with BANKO, including the use of any customer service channel, support service, inquiry, assistance request, follow-up request, report, complaint, or service request, constitutes the Customer's express, final, and legally binding acceptance of this Policy and all related Terms, Conditions, and policies.
The Customer further acknowledges that failure to read, review, or understand this Policy shall not affect its legal or operational enforceability nor relieve the Customer from compliance with its provisions.
Electronic Consent
The Customer expressly, irrevocably, and legally acknowledges that, before completing any order, they electronically accepted the Terms and Conditions and the Gift Policy by selecting the designated acceptance checkbox before proceeding to payment.
Such electronic acceptance constitutes legally binding evidence that the Customer has read, understood, and fully accepted all applicable policies and terms, including the Gift and Shopping Voucher Policy, operational fees, payment processing fees, order cancellation policy, refund procedures, and all provisions contained within this Policy.
Accordingly, the Customer shall have no right thereafter to object or claim lack of review, knowledge, or awareness of any of the foregoing.
Official Communication Channels
The following shall constitute BANKO's official communication and customer support channels:
- The official Website;
- The official mobile application (if available);
- Official social media accounts;
- Official communication channels; and
- Any operational platform officially designated by BANKO.
BANKO shall not be responsible for any:
- Information;
- Instructions;
- Requests;
- Transactions;
- Payments;
- Personal data;
- Promises; or
- Communications
conducted through unofficial or unauthorized communication channels.
Response Times
Customer inquiries, requests, and communications shall be handled according to operational capacity, request volume, workload, and the nature of each case.
BANKO does not guarantee an immediate response or response within a specific timeframe unless expressly stated otherwise.
Incomplete Requests
Where a request, inquiry, complaint, or report is:
- Unclear;
- Incomplete;
- Inaccurate;
- Missing required information; or
- Incapable of verification,
BANKO may delay processing, request additional information, or decline to proceed until the required information has been provided.
Identity and Order Verification
Where operationally, legally, or for security purposes necessary, BANKO may request additional information, documents, or verification measures to confirm:
- Customer identity;
- Account ownership;
- Order authenticity;
- Eligibility to modify or disclose information; or
- Protection of customer accounts, information, or operational processes.
BANKO may suspend or delay processing until verification has been completed.
Communication Records
BANKO may retain records of communications, correspondence, interactions, reports, requests, and other customer service information for purposes including:
- Operational management;
- Security;
- Legal compliance;
- Protection of rights;
- Dispute resolution; and
- Service improvement.
Escalation to Relevant Departments
BANKO may forward any inquiry, complaint, operational request, or service issue to the appropriate internal department or external service provider according to the nature of the matter.
Such escalation shall not constitute a delay or breach of BANKO's obligations.
False or Misleading Information
If a Customer submits:
- False information;
- Misleading reports;
- Inaccurate claims;
- Information inconsistent with the facts; or
- Misuses customer service channels,
BANKO reserves the right to take any action it deems appropriate, including:
- Suspending or restricting services;
- Rejecting the request;
- Suspending the Customer's account; and
- Taking any legal action permitted under applicable law.
Abuse or Inappropriate Conduct
If a Customer or User:
- Abuses Customer Support or BANKO personnel;
- Uses abusive, offensive, threatening, or inappropriate language;
- Engages in hostile or harmful conduct;
- Harasses, threatens, or repeatedly abuses BANKO personnel;
- Misuses customer service or support channels,
BANKO reserves the right to take any action it deems appropriate, including:
- Restricting customer service access;
- Suspending services;
- Suspending the Customer's account;
- Refusing service;
- Cancelling orders;
- Refusing future business;
- Taking appropriate legal action; and
- Seeking compensation for actual damages, costs, losses, or legal expenses, to the extent permitted by applicable law.
Where such misconduct results in cancellation of an order after operational processing has commenced or causes BANKO to incur actual costs, the financial consequences shall be handled in accordance with BANKO's applicable policies, actual operational charges, and applicable laws.
Unlawful or Non-Compliant Requests
BANKO reserves the right to refuse, suspend, or restrict any request, service, or response where it determines that:
- Applicable laws have been violated;
- BANKO's policies have been violated;
- Suspicious activity exists;
- Services have been misused;
- Operational or security risks exist; or
- The request conflicts with legal or operational requirements.
No Guarantee of Immediate Resolution
BANKO shall use reasonable efforts to address customer inquiries, requests, and operational matters.
However, BANKO does not guarantee:
- Immediate resolution;
- The outcome requested by the Customer;
- Approval of all requests or exceptions; or
- Fulfillment of all operational requests.
All requests remain subject to the circumstances of the case, BANKO's operational capabilities, applicable policies, and governing laws.
Customer Non-Response
If BANKO requires additional information, documentation, verification, or clarification from the Customer and the Customer fails to respond within a reasonable operational period, BANKO may suspend processing, close the request, or otherwise handle the matter in accordance with its applicable policies.
Amendments to the Customer Service Policy
BANKO reserves the absolute right to amend, modify, or update this Customer Service Policy at any time.
Any amendments shall become effective immediately upon publication or adoption by BANKO.
Governing Language
If this Policy is translated into another language, the Arabic version shall prevail and shall be the official version for interpretation and dispute resolution.
Governing Law
This Customer Service Policy shall be governed by and construed in accordance with the laws and regulations of the Kingdom of Saudi Arabia.