Policies
Clear guidance for the moments that matter.
Verifying it's you
Tell us your Rasid customer ID, shown in the app under Profile. We send a one-time code to the phone number on file, and you read it back to Rasid support in the app or chat. You must be verified before we share any account, card or transaction details, including masked summaries; general product and policy questions can be answered without accessing your account.
Account security
If you think someone else got into your account, tell us straight away. Once you've verified with your one-time code and we confirm a sign-in from a device or place that isn't yours, we freeze the whole account, sign out every device and require a fresh two-factor setup; a specialist then reviews it.
Account tiers and limits
A Tier 1 (basic) account has a monthly limit of SAR/AED 5,000. A fully verified Tier 2 account has a monthly limit of SAR/AED 50,000.
Card controls and replacement
In the app you can freeze your card, switch how it can be used and set your own limits. A replacement card costs SAR/AED 75 (premium metal: SAR/AED 150), and we waive the fee when the card was stolen.
Card disputes and holds
You can dispute a card charge within 90 days of the day it posts. A merchant dispute typically resolves in about 45 days.
Refunds, credits and reversals
Refunds reach a card in 5-7 business days, your Rasid account or wallet instantly, and international refunds take 3-5 business days. For confirmed cases, amounts up to SAR 1,000 or AED 1,000 are applied straight away.
Transfers
A transfer delayed on the payment network is still on its way: we give you its expected clear time and don't reverse it. A transfer that bounces after your account was debited comes back to your account.
Fees and exchange rates
Cross-border purchases carry a 2.75% markup, billed in your own currency. Every other fee we charge appears as its own line on your statement.
Personal loans
Rasid personal loans are interest-free. You need a monthly salary of at least 4,000 in your account's currency (SAR 4,000 or AED 4,000), and your total monthly debt payments, including the new installment, must stay within 33% of your income.
Pay in 4
Pay in four equal, interest-free installments. A late fee of SAR/AED 25 applies to each missed installment.
Complaints and regulatory matters
If you raise a legal or regulatory matter, such as a complaint to SAMA, the CBUAE or a banking ombudsman, or a lawsuit, our support team passes it to our compliance team, who open a case. We won't argue the point in chat.