By using the Dwelleo Platform, you agree to the following: 

• The Dwelleo Platform will collect your personal information and data of your interaction on the Dwelleo Platform to develop and improve the services provided. This information includes: 
• IP address. 
• Email address. 
• Mobile number. 
• Device and browser type and data. 
• National ID data. 
• Commercial Registration data. 
• Deed and real estate ownership data. 
• Payment data. 
• Bank account data. 
• Content you publish on the Dwelleo Platform. 
• Interaction and Browse data on the Dwelleo Platform. 
• Private messages on the Dwelleo Platform. 
• The Dwelleo Platform will use this data for the following reasons: 
• To provide the best services and give you a special experience and work to meet your individual needs in the best way possible. 
• To develop the performance of the site's use. 
• To improve user service. 
• To send alerts, messages, and notifications to users of the Dwelleo Platform. 
• To perform statistics, research, and reports on the services and fields that the Dwelleo Platform serves. 
• To verify payment transactions in the services available on the Dwelleo Platform. 
• To share this information with partners who provide data analysis and marketing services to the necessary extent. 
• To share this information with law enforcement agencies in response to legal requests we may receive. 
• The Dwelleo Company will document and archive complaints and violating incidents and retain them to present to the relevant authorities. 
  
  

Article 12: Agreement Modification 

By using the Dwelleo Platform, you agree and acknowledge that we may make any updates, changes, or modifications to the terms and conditions at any time and without prior notice. Any modifications to the terms and conditions become effective as soon as they are published on the Dwelleo Platform, and they will not have any retroactive effect on any transactions that were previously made through the Dwelleo Platform. 

Article 13: Complaints Handling 

By using the Dwelleo Platform, you agree to the following terms regarding the submission and handling of complaints. 

Dealing with Complaints and Resolving Disputes 

1. Mandatory Verification: To ensure the reliability and security of the platform and its users, all complainants must complete a mandatory verification process via the NAFAD system before officially submitting any complaint. Unverified complaints will not be considered. 
2. Submitting a Complaint: All complaints must be submitted through the dedicated complaints portal on the platform. Complainants are required to provide a clear and comprehensive description of the issue, along with all relevant supporting attachments and evidence. Failure to complete these details may lead to a delay in reviewing the complaint or its closure. 
3. Acknowledgement and Review: Upon the successful submission of a verified complaint, you will receive an automatic email confirmation. Dwelleo reserves a period of up to seven (7) business days from the date of receipt to review the complaint. 
4. Final Action: During the aforementioned review period, Dwelleo will send an email to the complainant to inform them of the action taken or the final resolution of the complaint. This communication is considered the official response. 
   
   

Complaints Handling Policy 

Dwelleo is committed to providing a transparent and fair process for handling any concerns or disputes. This policy clarifies the necessary steps for submitting a complaint to ensure we can resolve your issue effectively and in a timely manner. 

Verification and Complaint Submission 

• All individuals who wish to file a complaint must be verified via the NAFAD system. This is a mandatory step to ensure the integrity of our procedures. 
• Complaints must be submitted exclusively through the official complaints portal on the Dwelleo Platform. 
• Your complaint must include a detailed narrative of the issue and all available supporting evidence, such as screenshots, documents, or communication records. 

Complaint Processing 

• Acknowledgement of Receipt: Upon successful completion of the submission process, you will receive an immediate automated email confirming that we have received your complaint. This email will also include the basic details of your submission. 
• Review and Investigation: The Dwelleo team will conduct a comprehensive review of your complaint and the attached evidence. We aim to complete this investigation within seven (7) business days from the date of submission. 
• Notification of Action: Within the seven-day period, Dwelleo will send you an email to inform you of the action taken regarding your complaint. This may include a proposed resolution, a request for more information, or an explanation of our findings. 

Record Keeping and Confidentiality 

• Dwelleo will maintain a confidential record of all submitted complaints & their corresponding resolutions. 
• All information provided in a complaint will be handled with strict confidentiality and will be used solely for the purpose of investigating and resolving the issue.