Terms & Conditions
Last updated: 30 September 2026
These are the terms for using Esna. Please read them at least once — we kept them short and plain.
Who we are
Esna is a Saudi platform operated by Esna alyawm Establishment — Unified National Number 7055269158, Riyadh, Saudi Arabia. Contact: esna.platform@gmail.com. Using the platform means you accept these terms and the privacy policy.
Esna's role
Esna is an intermediary connecting customers with makers and suppliers. The work contract is between the customer and the maker or supplier, who is responsible for the quality and legality of the work, while Esna runs the platform, holds payments, and decides disputes within it.
Accounts
Sign up with a confirmed email, a valid mobile number, and accurate information about yourself and your business. You are responsible for your password and for everything done from your account. Esna may suspend an account that breaks these terms or abuses the platform.
Requests and quotes
A customer posts a request, matched makers send quotes, and there is one round of negotiation. All prices are in Saudi riyals, and VAT is shown on the quote according to the maker's tax registration. Accepting a quote creates an order on its written terms: the price, the delivery date, and the payment method.
Payment
Payment goes through a licensed payment gateway (Moyasar): mada, Apple Pay, and credit cards. After accepting a quote you have 3 days to pay, or the order is cancelled automatically.
Holding and paying out
Esna holds the customer's payment and transfers it to the maker only after delivery is confirmed, minus any delay penalty. On 50%-advance orders, the advance is transferred to the maker after the one-day cancellation window from payment has passed, or once the order is delivered — whichever comes first.
Cancellation and refunds
Within one day of paying, and as long as the order has not been delivered, you can cancel the order from its page and get a full refund. After that, talk to the maker in the thread — on fully paid orders the maker can cancel from their side before delivery — or email Esna's support. Refunds go back to the original payment method and usually appear within up to 14 business days, depending on the issuing bank. The details are in the cancellation and refund policy.
Delivery and confirmation
Hand delivery is confirmed with the receipt code shown to the customer, or by pressing «Received» on the order page. If the customer does not respond within 3 days of «delivered», delivery is confirmed automatically — a rule stated on the order itself for both sides.
Delay penalty
After the agreed date there is one day of grace with no penalty. After that, a penalty of 2% of the accepted quote price (before VAT) counts for each late day, up to 20%. The penalty is deducted from the maker's payout and returned to the customer. Each order runs on the windows and numbers its accepted quote was submitted under, stated on the order itself — a later change never touches orders already in flight.
Disputes
«Not as ordered» opens a dispute visible to both sides and Esna's admins, and both sides upload their evidence. Esna decides: a full refund, a partial refund, or payment to the maker. Esna's decision is final within the platform, without prejudice to your legal rights before the competent authorities.
Prohibited use
Esna must not be used for anything illegal, including: weapons and their parts, counterfeit or IP-infringing products, and any manufacturing that needs a licence the maker or supplier does not hold. Esna may remove offending requests or content and suspend the account.
Files and content
Request files are visible only to the customer, the makers matched to the request, and Esna's admins — never public. Showing photos of the finished part in a maker's portfolio requires the customer's consent — given on the request, and changeable from “My requests” until the request closes. Esna's community is for makers and suppliers only; the News page is public.
Limitation of liability
Esna is an intermediary, and its responsibility is limited to its role: running the platform, holding the payment, and deciding disputes within it. The quality of the work and its conformity to the request are the maker's responsibility.
Changes to these terms
We may update these terms; the date at the top shows the last update. Continuing to use the platform after a change means you accept it.
Governing law
These terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts in Riyadh have jurisdiction.