1. What this policy covers
This policy covers what you can pay laf warja Company LLC (“Laff”, “we”) for: monthly plans for food-truck operators (sections 2–4) and, when that feature is available, paid preorders in the Laff app (sections 5–9). Finding trucks, following them and checking in are free.
For food paid for directly at the truck’s window, the Operator handles payment, the food receipt and any food-sale refund. Laff does not charge its preorder service fee on that payment. This does not limit any responsibility Laff has for its own service.
2. Truck plans and billing
Rahhal Pro and Fleet are monthly subscriptions bought in the operator workspace on laffapp.com. Before you subscribe, the workspace shows the plan, its features, the trucks it covers, the monthly price before VAT and the payment method. Current prices are on the pricing page. On the Map stays free and does not start a paid plan.
We charge only the plan you chose, to the card you authorised. The plan renews each month at the price you accepted until you cancel renewal. A founding price stays while you remain subscribed. A price increase applies only from a later renewal, after at least 30 days’ notice. If a payment fails, we tell you in the workspace and pause the paid features until payment succeeds; your free listing continues.
3. Cancelling a plan
Use “Cancel renewal” in the workspace, or email support@laffapp.com, before the next billing date. Cancelling stops the next renewal. Your paid features continue until the end of the month you have paid for, and the workspace shows that date.
4. Plan refunds
A month already supplied as described is not refunded because you changed your mind, subject to Saudi law. If we end your plan early for a reason other than your breach of the Operator Subscription Agreement, or a paid feature you subscribed for is unavailable for a material part of the month through our fault, we refund the unused part of that month and provide any other remedy the law requires. If a payment goes through but the plan cannot be activated, we refund it in full. Refunds go to the card you paid with. The Operator Subscription Agreement also applies to plans.
5. Paid preorders: who does what
This policy applies to a paid preorder when that feature is available in Laff. The identified Operator sells and prepares the food. laf warja Company LLC provides the Laff order service and charges the disclosed service fee. Payment is processed through the licensed Provider identified at checkout under the approved collection arrangement with the Operator. We administer the cancellation and refund process below and remain responsible for our own legal and contractual obligations.
6. What you pay for an order
Before you place and pay for an order, we show the Operator’s identity, each food item and price, the food subtotal, Laff’s service fee, any waiver, applicable tax information and the total payable. Food prices are set by the Operator; Laff adds no markup to them. The amount you accept is recorded with your order. A later price change does not change an accepted order. The current service fee is on the pricing page.
The available payment methods are shown at checkout and may include mada, Visa, Mastercard and Apple Pay. Complete payment before the displayed deadline. An unpaid order expires after no more than 15 minutes and may expire earlier at shift end or the Riyadh month-end. If payment is confirmed after an order has expired or been cancelled, we arrange a full refund, including any service fee. A temporary authorisation hold is released through the Provider and your bank.
7. Cancelling an order
You may cancel in the app before the Operator actually starts preparing your order. If you have paid, we refund the full amount, including the service fee. We do not deduct a cancellation or payment-processing charge from that refund.
After preparation has actually started, cancellation is no longer available in the app. There is no change-of-mind refund for food properly prepared and made available at the agreed pickup place and time, after you have been notified that it is ready, solely because you decide not to collect it. If the order was not performed as agreed, was defective or unsafe, or you have another legal ground, request a review under section 9. Any amount retained as cancellation compensation must reflect the lawful loss after saved or recovered costs, cannot exceed the affected order amount, and remains subject to applicable law. No additional no-show penalty is charged.
8. Automatic order refunds
If the Operator declines a paid order, we automatically arrange a full refund, including the service fee. You do not need to submit a request.
If the Operator has not started preparing a paid order before its shift ends, we automatically arrange a full refund, including the service fee. This is an additional protection and does not remove your remedies if an earlier agreed pickup commitment is not met. We notify you of a material expected delay and review cancellation where timely performance is no longer possible.
If the Operator ends its shift or stops accepting the order before preparation starts, we automatically arrange a full refund, including the service fee. A temporary map-display problem does not by itself prove that the order has been cancelled; check its status or contact support.
9. Problems with an order
Report non-handover, missing or wrong items, and suspected unsafe food to support@laffapp.com as soon as reasonably possible. Give the order number and describe the problem. A photograph may help if safe and available; it is not a condition for making a complaint. Do not send card security details or unnecessary health records. A delay in reporting will be assessed under applicable law and the available evidence, not an automatic short reporting cutoff.
We review your explanation, the order and payment records, and the Operator’s response. If non-handover resulted from failure by the Operator or Laff, we refund the affected order in full, including the service fee. If a correctly prepared order was available as agreed, you were notified that it was ready, and it was not collected solely because of your choice, section 7 applies. We explain the decision and the route to request a further review.
For a missing, incorrect or defective part of an otherwise usable order, we refund the price attributable to the affected items and the same proportion of the service fee actually paid. No fee is added because of the refund. Where the problem defeats the purpose of the whole order, or the law requires a wider remedy, we provide that remedy, including a full refund where due. An agreed replacement does not require you to waive other legal rights.
We aim to acknowledge ordinary refund complaints within two Saudi business days and give a reasoned decision or progress update within five Saudi business days. If further investigation is needed, we explain why and give the next update date. These targets do not delay an automatic refund, override a legal deadline or prevent you from contacting a competent authority or your bank. We prioritise reported food-safety risks and active paid orders.
If you suspect illness or injury from food, seek appropriate medical assistance first and stop consuming the suspected food. You may also report the matter to the competent food-safety authority. A refund does not waive any claim or other right available under Saudi law.
10. How refunds are paid
Refunds are sent through the Provider to the original payment method, including the underlying card used through Apple Pay. We do not replace a due monetary refund with Laff credit without your express agreement. If the original method is unavailable, we coordinate with the Provider and bank on a lawful alternative.
We queue eligible automatic refunds when the qualifying event is recorded and submit them through the Provider without avoidable delay. We distinguish a submitted refund from a completed bank credit. Under SAMA’s bank-card refund rules, mada refunds must be processed immediately when received by each relevant bank; credit-card refunds must be processed within three working days of receipt at each of the acquiring and issuing bank stages. The time the amount appears also depends on transmission to those banks. We provide the available refund reference and investigate a missing credit promptly. Contact us if the status is unclear; you do not have to wait 14 days to complain. No estimate in this policy extends a mandatory deadline.
11. Your rights
This policy does not restrict rights that Saudi law does not permit us to exclude or limit. It does not require you to waive a legal claim, accept credit instead of money, delete a review, or complete our internal process before contacting a competent authority. The Terms of Service apply alongside this policy for customers, and the Operator Subscription Agreement for truck plans; for cancellations and refunds, this specific policy controls any inconsistent general wording, subject always to mandatory law.
12. Contact
Laff is operated by laf warja Company LLC, a Saudi one-person limited liability company, CR 7054919290, Kingdom of Saudi Arabia. Email: support@laffapp.com. The food seller’s legal identity and applicable registration or licence details appear with the order. You may report commercial complaints to the Ministry of Commerce through 1900 or its commercial-report service. Payment complaints may also be raised with the Provider or your bank and escalated to SAMA through its official complaint channels. Our internal review does not restrict access to competent authorities or courts.