Support

How to reach us

Email: support@sandus.app

This is our official and only support channel. We respond to enquiries and work to resolve issues within a maximum of three business days.

Including the following helps us resolve things faster:

• Your Salla store name.
• The order or batch number the issue relates to.
• What happened, and roughly when.
• A screenshot, if possible.

What support covers

• Installing the app and connecting it to your Salla store.
• Receiving orders and converting them into production orders.
• The Execution Center, preparation lists, and batches.
• Printing and export.
• Receiving and quality control.
• Subscription status and access permissions.
• Privacy and personal data requests.

What support does not cover

• Issues with the Salla platform itself, or store settings inside Salla. These go to Salla support.
• Billing, subscription, and refunds. These are handled through the Salla App Store; Salla is the party that collects payment.
• Design, tailoring, workshop management, or shipping. Sandus is a production management tool and does not provide these services.

Urgent production issues

If the issue is stopping production — for example, orders are not arriving or work orders cannot be printed — email support@sandus.app with URGENT and your store name in the subject line. We prioritise these messages.

While an issue is being resolved, your data remains available to view, print, and export wherever your subscription permits it.

Read-only access

When a subscription expires or is cancelled, the account remains available to view, print, and export, but new data cannot be added or changed. To restore full permissions, renew the subscription from the Salla App Store.

Privacy and personal data

For requests to access, correct, or destroy personal data, write to support@sandus.app.

If the request concerns the personal data of one of the store's customers, the merchant is the party responsible for that data and we process it on the merchant's behalf. The customer should direct the request to the store first, and we assist the merchant as needed.

See the Privacy Policy and Terms of Use.

Complaints

If you are not satisfied with how your request was handled, send a complaint to support@sandus.app quoting the earlier request and the reason. On matters concerning personal data, you also have the right to complain to the Saudi Data and AI Authority through the National Data Governance Platform.