This policy sets out the terms and conditions for requesting refunds and cancelling the subscriptions and services provided through the application and the platform. Please read this policy carefully before making any purchase or subscription.
This policy applies to all purchases, subscriptions and paid services provided through the platform.
Purchasing or subscribing to any of the services constitutes your explicit and full acceptance of the terms set out in this policy.
The user may submit a request for a refund of the amount paid in the following cases only:
Technical failure of the service: where a technical fault on the platform prevents the customer from benefiting from the paid service, and the fault continues for more than 48 consecutive hours from the date the technical support team was notified without being resolved.
Duplicate charge or billing error: where the amount was charged more than once for the same transaction, or charged at an amount exceeding the value of the requested service.
Service not delivered: where the service was not activated or provided to the customer within the period specified in the service terms.
The user is not entitled to request a refund in any of the following cases:
The period for submitting a refund request has expired (more than 14 days from the date of purchase).
The service has been used, paid features have been consumed, or the available digital content has been downloaded, in whole or in part.
Personal withdrawal from the purchase or a change of mind after the service has been properly activated and received.
Suspension or termination of the customer's account as a result of violating the terms and conditions or the platform's fair use policy.
The refund request must be submitted by sending an official email containing the following information:
The request is reviewed by the relevant department, and a reasoned acceptance or rejection is sent within 5 business days from the date the request is received.
If the refund request is approved, the amount is returned using the same original payment method the customer used at the time of purchase.
It may take between 7 and 14 business days for the funds to reach the customer's account, depending on the procedures and policies of the bank or the electronic payment service provider.
Any non-refundable administrative or bank fees charged by the payment gateway are deducted from the refunded amount, unless the reason for the refund is a fault on the platform's side.
The customer may cancel the automatic renewal of recurring subscriptions at any time through the account settings.
The cancellation of renewal takes effect from the next billing cycle, and the customer keeps access to the service until the end of the current paid period, with no partial refund of its value.
For any inquiries, or to submit refund and cancellation requests, you can contact us at the official email address:
info@alreyada.sa