Order & Service Cancellation Policy
At Ihtiyajkom (CR: 7021599175), we are committed to providing maximum flexibility for our valued customers while safeguarding the legitimate rights of our merchant partners and delivery captains across the Kingdom of Saudi Arabia.
1. Cancellation Before Order Processing
- Immediate Free Cancellation: You can cancel your order free of charge immediately after placing it, as long as the merchant or restaurant has not accepted or initiated order preparation.
- Automated Full Refund: If paid digitally via Mada, Apple Pay, or Credit Card, the full transaction amount is reversed instantly to your Ihtiyajkom digital wallet, or refunded to your original payment method in accordance with Saudi banking clearing standards.
2. Cancellation After Order Preparation Has Begun
- Food & Perishable Goods: Due to health, food safety, and municipal regulations in KSA, once a restaurant or grocery partner begins preparing perishable, custom-cooked, or temperature-sensitive items, the order cannot be cancelled without incurring the preparation cost.
- Non-Perishable Commercial Goods: Orders may be cancelled before pickup by the delivery courier, subject to any handling or restocking fees specified by the individual merchant.
3. Cancellation After Courier Dispatch (Out for Delivery)
- Once an authorized Ihtiyajkom delivery captain has picked up your shipment and is en route, cancellation is no longer possible through the app interface.
- If delivery is refused upon arrival without a legitimate documented reason (such as visible damage or incorrect items), the delivery fee and cost of non-returnable goods will be deducted from any eligible refund.
4. Cancellation by Merchant or Platform
- In rare circumstances where a store is unable to fulfill an order (e.g., out of stock, unforeseen closure, or operational delays), the order will be cancelled with an immediate notification.
- The customer receives a 100% full refund immediately credited to their payment method or digital wallet, along with complimentary discount compensation for future orders where appropriate.
5. Vehicle Rental & Service Bookings Cancellation
- Vehicle Rentals: Full refund if cancelled at least 24 hours prior to scheduled pick-up time. Cancellations made within 24 hours may be subject to a one-day rental cancellation fee.
- On-Demand Professional Services: Free cancellation up to 2 hours before the scheduled technician arrival time. Late cancellations may be subject to a nominal call-out dispatch charge.
6. How to Cancel an Order
- Open the Ihtiyajkom App > Go to "My Orders" > Select Active Order > Click "Cancel Order".
- Alternatively, reach our 24/7 Saudi Customer Support team via WhatsApp, in-app live chat, or email at support@ihtiyajkom.com.