Terms and Conditions

Tornado International Holdings LLC ("the Company", "we") owns and operates the Shater application and its related website (the "Platform"). These Terms and Conditions (the "Terms") govern your use of the Platform, an electronic intermediary marketplace connecting "Users" seeking craft services (plumbing, carpentry, electrical, home and industrial work) with "Craftsmen" who provide those services, in the Kingdom of Saudi Arabia, the Arab Republic of Egypt, and the Hashemite Kingdom of Jordan.

By registering for or otherwise using the application, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to any provision, please do not use the application.

Shater is an electronic intermediary Platform only. It enables communication and coordination between Users and independent Craftsmen. Craftsmen registered on the Platform are not employees of Shater; they are independent service providers responsible for performing agreed work according to their own professional standards.

The Platform is not responsible for performing the craft work itself or for its technical quality. It undertakes to provide matching, rating, and support mechanisms that help deliver a reliable experience between the parties as far as reasonably possible.

• Users and Craftsmen must be 18 years of age or older to create an account on the Platform.
• Users and Craftsmen must provide accurate, complete information at registration and keep it updated.
• You are responsible for keeping your login credentials confidential and for all activity under your account.
• The Platform may refuse any registration request or suspend or close any account if false information is provided or these Terms are violated.

• Provide valid identity and professional proof documents at registration and consent to Platform verification of those data.
• Perform agreed services professionally and meet agreed schedules with the User as far as reasonably possible.
• Honor prices and understandings agreed with the User transparently before work begins, especially regarding spare parts or materials not included in the base labor price shown on the Platform.
• Not charge the User any amounts beyond what was expressly agreed.
• Refrain from fraudulent, misleading, or unsafe conduct while providing the service.
• Bear sole legal and professional responsibility for the quality and safety of work performed, as an independent service provider.

• Provide an accurate description of the required service and the correct address to facilitate Craftsman access.
• Be present or designate a representative at the agreed service time, or cancel/modify the Order within a reasonable time if that is not possible.
• Pay amounts agreed for the completed service through payment methods available in the application.
• Treat Craftsmen respectfully and not misuse Platform features (such as retaliatory ratings or false reports).

The User creates an Order on the Platform stating the service type, location, and related details. The Platform matches the Order with a suitable Craftsman based on specialty, location, and availability. After the Craftsman accepts the Order, inspection (if needed) and agreement on scope and final cost occur before work begins.

An inspection fee may apply if the Craftsman attends the site without agreement to perform the service. Whether such a fee applies and its amount are shown clearly in the application before the Order is confirmed.

• Prices shown in the application usually cover labor charges unless expressly stated otherwise.
• Unless otherwise stated, displayed prices do not include spare parts or raw materials required to complete the work; those costs are agreed separately between User and Craftsman before work starts.
• The User must pay the full amount to confirm a booking or start fulfillment. Any refund conditions (if any) are stated clearly in the application at payment.
• Electronic payments are processed through licensed, secure payment gateways. The Platform does not store full payment card data.

• The Platform collects a 10% commission on the Order value from the Craftsman's earnings.
• The Platform collects a 3.5% commission on the Order value from the User to help cover Stripe electronic payment processing fees and Platform operating costs.
• The total amount due from the User and the net amount due to the Craftsman after commission are shown clearly in the application before confirmation and after completion.
• The Platform may change commission rates from time to time, with prior notice of material changes via the application. Updated rates appear in the application when they take effect.
• All financial transfers (collecting User payments and disbursing Craftsman earnings) are processed through Stripe as a licensed payment provider and are also subject to Stripe's own terms and policies.

• The User may cancel an Order before service begins according to the timing policy shown in the application for each Order type.
• If a refund or compensation is due, the request is reviewed and processed within a reasonable period. Estimated timing is shown in the application or communicated by customer support.
• The Platform may mediate cancellation and refund disputes between User and Craftsman, without a legal obligation to compensate directly except where the Platform is itself directly responsible.

Users may rate Craftsmen after service completion based on their actual experience. Ratings and reviews must be honest, objective, and free of abuse or defamation. The Platform may remove any rating that violates these Terms or contains misleading or inappropriate content.

• Impersonating others or providing forged information.
• Using the Platform for any unlawful or fraudulent purpose.
• Circumventing the Platform to complete deals or payments off-platform to avoid fees or available protections.
• Harassing or mistreating Users, Craftsmen, or support staff.
• Attempting to hack, disrupt, or exploit any technical vulnerability in the Platform.
• The Platform may take appropriate action for violations, including warning, suspending, or permanently closing an account, under the dispute and sanctions process in the next section.

If an issue arises regarding completed service quality or either party's conduct, the Platform reviews the complaint and attached evidence (such as photos or in-app message history) and takes appropriate action based on the nature and severity of the violation. Actions may include, without limitation:

• Full or partial refund to the User, depending on the review outcome.
• A financial penalty on the violating Craftsman deducted from their earnings.
• Temporarily suspending the Craftsman from receiving new Orders for a period that may range from one day to one week, depending on severity.
• Permanently banning the Craftsman for serious or repeated violations (such as fraud or intentional harm to a User).
• Temporarily or permanently banning a User for proven Platform abuse, such as repeated false reports, harassing Craftsmen, or attempted fraud.

The Platform decides these matters in its reasonable judgment based on available evidence, and seeks to notify the affected party of the decision and available objection paths where possible.

The Platform endeavors to ensure a quality experience and to verify registered Craftsmen's identities, but does not absolutely guarantee the quality or outcome of craft work performed, as Craftsmen are independent providers. To the extent permitted by applicable law, the Platform is not liable for any direct or indirect damage arising from poor performance by a Craftsman or from a dispute between User and Craftsman, while remaining committed to helping resolve disputes through available support and mediation channels.

All rights related to the application, including the "Shater" trade name, logo, design, content, and source code, belong to the company operating the Platform and may not be copied, reused, or distributed without prior written permission.

The Platform may suspend or terminate any User or Craftsman account for violation of these Terms or suspected fraudulent or harmful activity, notifying the account holder where possible. You may also close your account at any time through application settings or by contacting customer support.

These Terms are governed by the laws applicable in the country where the User or Craftsman resides when using the Platform in the Arab region. If a dispute arises, the parties will first attempt amicable resolution through direct contact or customer support. If that fails, the dispute shall be referred to the competent court in the User's or Craftsman's country of residence.

The Platform may amend these Terms from time to time. You will be notified of material changes via the application or email. Continued use of the Platform after amendments are published constitutes implied acceptance of them.

For any inquiry related to these Terms, you may contact us at:

• Owner: Tornado International Holdings LLC
• Email: [Enter support email here]
• Phone / customer support: [Enter number here]