Refund & Cancellation

Operator

[[TO BE CONFIRMED]]

Registration

[[TO BE CONFIRMED]]

1. Our principle

Refund eligibility depends on the contract, actual activation/service use, any defect or non-conformity, delay and the mandatory rights available under Saudi law. No blanket “all sales final” or “no refunds” statement overrides statutory rights.

2. Seven-day cancellation where service not used

Under Article 13 of the Saudi E-Commerce Law, for cases covered by that provision and outside its exceptions, a consumer may rescind within seven days from entering into the service contract if the service has not been used, received or benefited from. Statutory rescission costs may fall on the consumer unless the parties agree otherwise. ALFIDAONE will check objective activation/access and actual service-use records; mere account creation will not automatically be treated as proof of substantive benefit. This clause does not create additional rights where a legal exception applies, and does not limit other remedies.

3. Software and digital-content exceptions

The same law includes exceptions, including used computer software and certain online downloadable software, with safeguards for defective or non-conforming downloadable software. ALFIDAONE primarily offers a hosted subscription service; the legal treatment of a specific item depends on its actual nature. Support will not automatically apply a downloadable-software exception to every SaaS subscription.

4. Delayed activation or performance

Subject to Article 14, if delivery or performance is delayed more than 15 days after the contract date or the agreed date, without a mutually agreed extension and outside force majeure, the consumer may rescind and request amounts paid and costs caused by the delay as provided by law. We will inform customers of reasonably anticipated material delays.

5. Defective, materially misdescribed or unavailable service

Submit a fault or misdescription report with the order number and details. We will investigate logs and the purchased feature description, offer suitable restoration or correction where reasonably possible, and provide an appropriate refund or other legal remedy when required. Statutory rights are not conditional on the customer accepting a credit note instead of a refund.

6. Trials, renewals, add-ons and partial use

Free trials with no charge have no purchase amount to refund. For paid terms, valid statutory claims remain available regardless of use; ordinary mid-term cancellation after beneficial use does not automatically generate a pro-rata refund unless the plan expressly provides one or law requires one. Unused prepaid renewals are reviewed under their own contract and applicable law. Separately purchased setup, device, integration or service items are assessed on their own disclosed terms and governing law; they may not be labeled non-refundable merely by category.

7. Requesting cancellation/refund

Use [[TO BE CONFIRMED]] or [[TO BE CONFIRMED]]. Provide the subscription or order number, account/business name, purchase date, payment reference and reason. Avoid sending full card numbers or confidential data. We will provide a ticket number, acknowledge the request and state if additional evidence is needed. Customers may request cancellation of future renewals independently from a current-term refund request.

8. Review, decision and payment

Our internal, voluntary service target is acknowledgment within 2 business days and an initial decision/update within 7 business days of sufficient information; these are targets, not statements of statutory deadlines. Approved refunds will be initiated without undue delay to the original payment method where technically possible and lawful, unless the customer expressly agrees to another permitted method. Actual bank/payment-provider posting time may vary. If another deadline is imposed by law, the mandatory deadline governs. ALFIDAONE will not deduct undisclosed processing fees from legally required refunds.

9. Disputes and escalation

If dissatisfied, request escalation using [[TO BE CONFIRMED]]. The Saudi Ministry of Commerce accepts commercial complaints through its official channels, including its commercial complaint service and hotline 1900. A complaint will not result in retaliation or loss of unrelated legal rights.

10. Contact

[[TO BE CONFIRMED]] / ALFIDAONE — [[TO BE CONFIRMED]], [[TO BE CONFIRMED]], [[TO BE CONFIRMED]].