Refund, Cancellation and Billing Policy

Last updated: 2026-10-18

1. Scope. This Policy governs cancellations and refunds for: (a) the monthly marketing service packages shown on the Packages page; (b) digital products and Mindy CRM licences delivered with a purchase or activation code ("Purchase Code"); and (c) custom services with a separate quotation. It forms part of the Terms and Conditions. Nothing in it is intended to waive any statutory right that cannot be waived.

2. Billing cycle and payment. Packages are sold on a monthly subscription only, priced in Saudi riyals and paid in advance for each month. Before payment you will see the price, the monthly cycle, the total, the payment method, how renewal works, and the Refund, Cancellation and Billing Policy. VAT is not currently added to our prices; if it is applied later, it will be shown in the order summary before you confirm. Each month starts on the service start date: the date we confirm receipt of payment or the date you provide the access and materials we need, whichever is later. Digital products and Mindy CRM licences are paid once per order.

3. Manual renewal. Subscriptions do not renew automatically and we never charge you without a new payment. We send the invoice for the next month fourteen (14) days before the current month ends. Work for the new month starts only after payment. If the fee for the new month is paid before the end of the paid month or within seven (7) days after it ends, the new month starts on the day after the paid month ends. If it is not paid within those seven days, the subscription ends.

4. Requests before payment. Choosing "I'll get in touch later" or submitting details without completing payment does not create a subscription or order and does not bind either party.

5. Cancelling a monthly package. You may cancel at any time through the official channels in clause 13. Cancellation takes effect from the next month: the service continues until the end of the paid month and no further invoice is issued. The current month is not refundable once the service has started, without prejudice to clauses 6, 7, 9 and 10.

6. Cancellation before the service starts. If you cancel before the service start date, the full amount paid is refunded under clause 11.

7. Statutory 7-day withdrawal. A consumer may withdraw from the contract within seven (7) days of contracting for the service or receiving the product, provided the product has not been used and no benefit has been obtained from the service or product, in accordance with Article 13 of the E-Commerce Law, and without prejudice to clause 8 for digital products and licences. The amount is refunded under clause 11 at no cost to you.

8. Digital products and Purchase Codes.

The Purchase Code is delivered after payment is verified, at the customer's request for immediate delivery. Delivery of the code, or consent to its delivery, does not by itself constitute a waiver of any statutory right. Withdrawal requests are assessed under the E-Commerce Law, its conditions and exceptions, taking account of use of the software, benefit from it, or any advantage obtained from it. If the code does not work or is defective, we will fix or replace it within seven (7) business days of being notified; if that is not possible, we will refund the amount paid. Refunds also apply to non-delivery or duplicate charges, under the refund procedure and without prejudice to statutory rights.

9. Delay. If we delay starting the service or delivering what was agreed by more than fifteen (15) days from the contract date, or beyond the agreed date, you may terminate the contract and recover what you paid for the service and the costs resulting from the delay under clause 11, unless the delay is due to force majeure. Any period of delay caused by you, such as late provision of access or materials, is not counted. We will inform you of any expected delay.

10. Refund for our failure. If the service cannot be provided for a reason attributable to us, the unperformed part of the paid month is refunded under clause 11, without prejudice to clause 9.

11. Review and refund timeline.

(1) Review: we review each complete refund request and notify you in writing of our approval or rejection, with reasons, within a maximum of seven (7) business days of receipt. A complete request includes the order or subscription number, the reason, and a contact method.
(2) Refund: if approved, the amount is refunded within fourteen (14) days of the date we notify you of the approval, to the original payment method, at no cost to you:
- Card payments (Visa, Mada, Apple Pay): to the same card or method through the payment gateway. It may take longer to appear on your statement depending on your bank.
- Bank transfer: to the account the payment came from, after verification.
- Tamara: through Tamara; instalments are adjusted or refunded under Tamara's procedures, at no cost to you.

12. When a refund request is rejected. A request is rejected only in the following cases, and we will state the reason in our reply:
1. Requests where a right to a refund is not established under the law and this Policy: assessed with regard to use, benefit and statutory rights; delivery of the code alone is not treated as loss of that right.
2. The request concerns the current month of a package whose service has started, because cancellation takes effect from the next month (clause 5), except in the cases in clauses 7, 9 and 10.
3. The seven-day period in clause 7 has expired, or the service or product was used or benefited from within it, and no other case in this Policy applies.
4. The amount was not paid to us: advertising budgets and third-party tool subscriptions paid directly to their providers (clause 14).
5. Incomplete requests: we specify the information needed. After three (3) days without completion, a request may be administratively closed with reasons and may be resubmitted, without waiving statutory rights.
6. Payment verification or an open dispute: we explain the status, verify payment and coordinate with the bank or Tamara to avoid duplicate refunds. A verification hold is not a final refusal of a right.
7. Custom services: where the signed quotation or contract excludes a refund in the case requested (clause 15).

13. How to request; official channels. Submit cancellation or refund requests through the complaints form on our website (complaints form), quoting your order or subscription number. We acknowledge receipt and respond within a maximum of seven (7) business days.

14. Amounts we do not refund. Advertising budgets are borne by the client, are not included in the package price, and are subject to platform terms. The same applies to third-party tool subscriptions paid directly to their providers.

15. Custom services. Governed by their quotation or contract; where silent, the package rules apply as appropriate, without prejudice to statutory rights.

16. "Our Commitment to Transparency". "Our Commitment to Transparency" covers a single performance report only. It does not give rise to any refund or financial compensation, and no refund depends on the level of results, without prejudice to the other cases in this Policy. Details are in the "Our Commitment to Transparency" Terms.

17. Effect. This Policy, together with the prices and payment clause of the Terms and Conditions, replaces the currently published sentence on refunds within 7 days for non-digital products. Orders confirmed before publication are governed by the text published when they were confirmed.

A pending technical record may be created to complete payment. It does not activate the service or confirm receipt of payment. A contact request alone does not create an active subscription.

Billing follows a calendar month from the service start date. If the corresponding date does not exist in the next month, the boundary is clamped to that month’s last day. The start and end dates are shown to the customer.