Barafast Complaints Policy
A transparent, accountable mechanism for e-commerce merchants and clients to file and resolve service complaints with operational rigor.
Barafast Parcel Delivery Establishment, Commercial Registration No. 7030243799 and Tax Identification No. 311373815100003 (referred to in this policy as «Barafast»), strives to provide product intake, warehousing, inventory management, packaging, transport, and delivery services within Riyadh. This policy explains how complaints are submitted, investigated, and resolved, and how clients are informed of the outcome.
1. Who May Submit a Complaint
A contracted store or client, shipment sender, or recipient may submit a service-related complaint.
We may verify the identity and standing of the complainant before sharing order details or any third-party information with them, ensuring client confidentiality and data integrity.
2. Scope of Covered Issues
Covered complaints include delays in pickup or delivery, delivery failures, damage or loss, inventory discrepancies, order preparation errors, billing and fees, and customer service conduct.
Any compensation claim is subject to substantiated facts, the applicable contract terms, and relevant laws and regulations in force in the Kingdom of Saudi Arabia.
3. Submitting a Complaint
Complaints may be submitted via email to Albara@barafast.com, via our unified telephone number 920031498, or through the contact form on our website at https://barafast.com.
Please include the shipment or order number, the name of the store or account holder, a contact phone number, a clear description and date of the issue, and supporting photos or documents where applicable.
Do not include passwords, PIN codes, or sensitive payment details in your complaint submission under any circumstances.
4. Complaint Resolution Stages and SLAs
We acknowledge receipt of the complaint and provide the complainant with a reference tracking number within two (2) business days. We review intake, storage, tracking, and delivery logs and available documentation, and may request additional information from relevant parties.
We notify the complainant of the review outcome and proposed resolution within seven (7) business days of receiving all necessary details. If an issue requires additional time, we inform them of the reason for the delay and the expected update date. The complainant may request an appeal/re-evaluation via email, citing the reference number and grounds for objection.
This mechanism does not preclude the client from escalating matters to competent statutory authorities or exercising any statutory rights under the laws and regulations in force in the Kingdom of Saudi Arabia.
Complaint receipt and reference number issued within (2 business days) | Investigation outcome and corrective plan provided within (7 business days) from receipt of complete information.
5. Confidentiality of Complaints
Information submitted is utilized strictly to verify, process, and document the resolution of complaints, and is only shared with personnel or parties strictly necessary for handling, in accordance with our Privacy Policy and relevant regulations.
Official Contact Details
Barafast Parcel Delivery Establishment