Help center
Frequently asked questions
Answers to what customers and providers ask about orders, payment and joining Wafq.
Frequently asked questions
General
Wafq is a Saudi platform that connects customers with approved service providers: you describe what you need, providers send you offers, and your payment stays in escrow until you receive the work. See the available fields on the services page.
Raje lets you authorise an approved provider to follow up on paperwork with government offices on your behalf, so you save the time and track the order from your account.
Orders
1) Sign in or create an account. 2) Pick a field on the services page, or open a provider's profile and request from them directly. 3) Describe what you need in detail. 4) Compare the offers you receive and accept the best fit. 5) Pay; the amount stays in escrow until you receive the work.
Yes. Open the provider's profile from the providers page and press 'Request the service' to send your order to them alone, or 'Message the provider' to ask first. If you post your order in a field without choosing a provider, providers send you offers.
It depends on the service. The provider states the delivery time in their offer, so you know it before you accept. For Raje it also depends on the government office.
Under 'My orders' in your dashboard you see each order's status, from waiting for offers to in progress, delivered and completed. You get notifications when a new offer arrives, when work starts and when the work is delivered.
Payments and escrow
The available methods appear at checkout. Either way, the amount stays in escrow until you receive the work.
When you pay, the amount is held in escrow and doesn't reach the provider. After delivery you have 48 hours to review the work: accept it, ask for revisions, or open a dispute for our team to review. If you take no action in that time, the order completes automatically and the amount goes to the provider; we remind you a day before.
Wafq's commission is 10% of every paid order, taken from the service provider's share. The customer pays only the agreed price, with no extra fees. There are no subscriptions and no fees to sign up, post requests or send offers.
Worked example
On an order priced at 100 SAR with a 10% commission:
Item Amount Customer pays 100 Platform commission (10%) − 10 Provider receives (net) 90 Amounts are in Saudi Riyal. The numbers above are illustrative only — the same percentage applies to any order value.
A simple model: one commission
No subscriptions, no hidden fees, no cost to sign up, post orders, or receive offers. WAFQ earns only a 10% commission on each paid, successful order — deducted from the provider's share. The customer always pays the agreed price in full; the 10% is taken from what the provider receives, not added on top.
When the commission is taken
The commission is applied at the moment the customer's payment succeeds. At that instant the provider's net share (90%) is held in the platform's escrow account until the order completes or is cancelled, while the 10% moves immediately to WAFQ as an operational service fee.
The commission is non-refundable
The 10% platform fee is non-refundable in every scenario: cancellations before work starts, mutual cancellations after work starts, and dispute resolutions. Any refund — when one is due — is always calculated against the provider's net share (90%) alone. This mirrors what is written in the Cancellation & Refund Policy.
Full transparency before payment
Before any payment is completed, you see the full breakdown clearly: what you pay, the provider's net share, and the platform commission. Every payment is recorded in your wallet with a financial reference you can review at any time.
For cancellation and refund details see the Cancellation & Refund Policy, and for the general terms see the Terms & Conditions.
Yes, under the Cancellation & Refund Policy. If you cancel before the provider starts work, the net amount, 90% of what you paid, goes back to your platform wallet straight away; the 10% platform commission is non-refundable. After work starts you can request a mutual cancellation proposing the amount to refund, ask for revisions, or open a dispute for our team to review. There is no refund after you accept the delivery. You can withdraw your wallet balance to your bank account.
Providers
1) Sign up as a service provider and confirm your email. 2) Complete your profile in three steps: your details, then your experience and fields of work, then documents and bank details. 3) Our team reviews your profile; once approved, customers can see it and you can send offers.
A copy of your national ID, at least one field of work (up to five), and a bank statement or IBAN letter. A commercial register is optional, for those with a registered business.
When an order completes, its amount is added to your wallet balance minus the 10% platform commission. From the wallet you request a withdrawal to your bank account (IBAN) once our team has verified the account; the team reviews each withdrawal before transferring it. The minimum withdrawal is 50 SAR, and you can always withdraw your whole balance even if it's less.
Account and security
Under 'Settings' in your dashboard you can change your details, password and notification preferences. Providers edit their professional profile under 'Profile'.
Verification documents are kept in private storage that only their owner and the review team can open, and every access is logged. Contact details never appear on public profiles; contact happens on the platform. Details in the Privacy Policy.
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