Marafek and its operator
Marafek is a software product owned and operated by HEXLuma. It helps organizations receive maintenance reports, attach photos, assign work and track progress. These terms cover the website, organization workspaces and the associated app.
Subscriptions provide access to software. Your organization and its team perform repairs and make safety decisions. Subscriptions do not include technicians, replacement parts or physical repair services.
Accounts and organization permissions
Anyone creating a workspace or purchasing a subscription must be authorized to represent the organization and provide accurate, current information. Users are responsible for protecting their credentials and reporting unauthorized access.
The workspace owner determines appropriate access for managers, technicians and employees. An organization may allow reports without signing in; reporters remain responsible for the accuracy and lawful nature of their content.
Plans, prices and activation
Plan prices, account limits and billing periods appear on the pricing page. The final order amount is disclosed before payment confirmation. HEXLuma is currently not registered for VAT, and no VAT is added to the displayed prices. Monthly subscriptions cover a month; annual subscriptions are paid in full for a year. The monthly equivalent displayed for an annual plan is not a monthly instalment.
When paid subscriptions become available, access starts after successful payment confirmation and activation. Pending or failed payments do not confirm a subscription. Renewal currently requires a new purchase. Automatic charging will not be enabled without disclosure and separate express authorization.
Custom development, integrations and additional training require a separate quotation describing scope and price. Our Cancellation & Refund Policy applies to subscription cancellation and refund requests.
Organization data and intellectual property
Organizations and other rights holders retain their rights in reports, images and uploaded content. Your organization authorizes HEXLuma to host, process and display that content to authorized users as needed to provide the service.
HEXLuma or its licensors retain rights in the software and its design. A subscription does not transfer ownership or grant resale rights. Our Privacy Policy explains how personal data is handled.
Availability, support and service limits
Maintenance, connectivity failures and provider outages may affect availability. Published plans do not include a separate uptime or response-time guarantee unless agreed in writing.
Marafek is not an emergency channel or a substitute for your organization’s safety procedures. For immediate danger, contact the relevant authorities and on-site personnel without waiting for a report to be processed.
Suspension and ending service
Access may be restricted as necessary to address misuse, a security risk or a legal requirement. We explain the reason and available remedy where possible and permitted.
Cancelling renewal does not request deletion of all data. An authorized representative can contact us about export or deletion, subject to individual rights and legal retention requirements.
Changes and contact
Applicable Saudi Arabian laws govern the relationship. These terms do not remove mandatory user rights. We communicate material subscription changes and do not retrospectively change the price of an already-paid period.
For questions or complaints, contact the email below with your organization name and a summary. Unresolved disputes may be referred to the competent authorities.