Article 1: Introduction and General Provisions

1.1 Purpose of the Policy

This Refund Policy aims to clarify the provisions and procedures governing financial refund requests for services and products provided through the "Ihtiyajkom" platform. This policy provides a clear and fair framework for all parties in compliance with Saudi regulations and international best practices.

1.2 Scope

This policy applies to:

• All financial transactions conducted via the Platform
• Clients registered on the Platform
• Service Providers and Delivery Representatives
• All types of services and products offered

1.3 General Exceptions

This policy does not apply to:

• Platform commissions and administrative fees
• Pre-paid, non-refundable services
• Consumed or partially used products
• Fully executed services

Article 2: Service Classification and Refund Mechanisms

2.1 Immediate and Emergency Services

Includes cleaning, plumbing, electrical work, emergency transport, and urgent repairs.

Refund Provisions:

• Before Service Provider Acceptance: Full refund within 24 hours
• After Acceptance but Before Commencement: 30% deduction as cancellation fee, 70% refund
• After Execution Begins: No refund unless the service is not fully rendered
• After Service Completion: No refund except in cases of material defects

2.2 Pre-Scheduled Services

Includes bookings for rest houses, chalets, halls, salons, clinics, and professional appointments.

Refund Provisions:

• More than 7 days before the date: 100% refund
• 3-7 days before the date: 70% refund
• 24-72 hours before the date: 50% refund
• Less than 24 hours: No refund
• No-Show: No refund

2.3 Delivery and Transport Services

Includes order delivery, luggage transport, vehicle transport, and logistics services.

Refund Provisions:

• Before Representative Departure: Full refund
• After Departure but Before Arrival: 50% refund
• After Arrival at Location: No refund
• If Delivery Fails Due to Client Fault: No refund, with additional fees borne by the client

2.4 Physical Products

Includes electronics, furniture, food items, household supplies, and durable goods.

Refund Provisions:

• Before Shipping: Full refund
• After Shipping but Before Receipt: Refund of the value minus shipping fees
• After Receipt: Subject to the merchant's policy while respecting Saudi consumer rights
• Damaged Products: Replacement or refund as per the client's preference

2.5 Digital Services

Includes remote consultations, online courses, software, and applications.

Refund Provisions:

• Before Service Commencement: Full refund
• After Commencement but Before Completion: Proportional partial refund
• After Full Delivery: No refund
• Downloadable Digital Products: No refund after download

Article 3: Cases Eligible for a Full Refund

3.1 Non-Execution of Service

The Client is entitled to a full refund in the following cases:

• Failure of the Service Provider to attend at the agreed time
• Refusal of the Service Provider to perform the service after confirmation
• Cancellation of the order by the Service Provider after acceptance
• Inability to perform the service due to technical issues on the Provider's side

3.2 Material Non-Conformity

A full refund is granted when:

• The service provided differs materially from what was agreed upon
• The product is entirely different from the described specifications
• The service is unsuitable for its intended purpose
• Technical specifications do not match the advertisement

3.3 Damage or Defect

A full refund is entitled in the event of:

• The product arrives completely damaged and unusable
• Hidden defects that prevent safe usage
• Product damage during transit due to poor packaging
• Unfitness of consumable products for use

3.4 Systemic Errors

Includes instances of:

• Double charging for the same order
• Obvious pricing errors
• Discounts not applied by mistake
• System errors leading to unauthorized charges

3.5 Excessive Waiting

A delay is considered excessive and warrants a full refund if:

• It exceeds 100% of the agreed time for immediate services
• It exceeds 4 hours beyond the agreed delivery time
• The delay causes harm or loss to the Client

Article 4: Cases Eligible for a Partial Refund

4.1 Moderate Delay

A partial refund of 20-50% is entitled when:

• The delay ranges between 30-100% of the agreed time
• The delay is without a convincing justification from the Provider
• The delay causes inconvenience or additional costs to the Client

4.2 Incomplete Service

A partial refund is calculated when:

• Only part of the service has been performed
• Some items or specifications have not been delivered
• The service is of lower quality than expected but remains usable
• The product has minor defects that do not affect its core function

4.3 Partial Damage

Applies to:

• Products that function but with inferior specifications
• Surface damage that does not affect performance
• Purely aesthetic defects
• Products that can be repaired at a reasonable cost

4.4 Cancellation by the Client

A percentage is deducted from the value when:

• Cancelling scheduled services at short notice
• Changing service requirements after commencement
• Requesting cancellation for personal reasons after execution begins

Article 5: Cases Not Eligible for a Refund

5.1 Fully Executed Services

A refund is not entitled if:

• The service was performed according to the agreed specifications
• The Client explicitly approved the completion of the service
• The product was delivered and received without reservations
• The statutory objection period has expired

5.2 Consumed Products

Includes:

• Opened food products
• Used medical and cosmetic preparations
• Consumables of a personal nature
• Products that have lost their original packaging

5.3 Personal Services

No refund can be issued for:

• Completed consulting and training services
• Rendered medical services
• Design and creative services provided
• Any service from which the Client has actually benefited

5.4 Gift Cards and Promotions

The refund policy does not apply to:

• Gift cards and vouchers
• Time-limited promotional offers
• Special discounts and offers
• Awarded bonuses and points

5.5 Violations and Infringements

No refund is available in cases of:

• Misuse of the service by the Client
• Providing incorrect information leading to the service
• Violation of the Terms of Use
• Using the service for unlawful purposes

Article 6: Refund Request Submission Mechanism

6.1 Available Channels

Refund requests can be submitted via:

• Application: The "Refund Requests" section in account settings
• Website: Help Center → Request a Refund
• Email: refunds@ihtiyajkum.com
• Customer Service: 9200XXXXX
• Headquarters: By prior appointment

6.2 Required Documents

Clients must provide:

• Order or invoice number
• Photos or videos illustrating the issue (if applicable)
• Documents proving payment
• A detailed explanation of the problem
• Any correspondence with the Provider

6.3 Deadlines

• Immediate Services: Within 24 hours of the incident
• Scheduled Services: Within 48 hours of the appointment
• Physical Products: Within 7 days of receipt
• Systemic Errors: Within 14 days of the transaction

6.4 Mandatory Information

The request must include:

• Full name and ID number
• Registered mobile number and email
• Bank account number or e-wallet details
• Detailed reason for the refund
• The amount requested for refund

Article 7: Request Processing Procedures

7.1 Timelines

Stage One: Receipt and Initial Review (24-48 hours)

• Receipt and registration of the request
• Initial completeness check
• Communication to request any missing documents
• Assigning a tracking number

Stage Two: Investigation and Verification (3-7 business days)

• Contacting the Service Provider for their perspective
• Reviewing the evidence and submitted documents
• Verifying facts and procedures
• Assessing the eligibility of the request

Stage Three: Decision-Making (2-3 business days)

• Evaluating the request against the Refund Policy
• Determining the applicable refund percentage
• Issuing the final decision
• Notifying all parties

Stage Four: Execution (3-10 business days)

• Issuing the refund order
• Transferring the amounts to the Client
• Updating all parties' records
• Closing the request

7.2 Evaluation Criteria

Requests are assessed based on:

• Submitted evidence and documentation
• Previous transaction history
• Service quality reports
• Compliance of both parties with regulations
• Mitigating circumstances (if any)

7.3 Verification Mechanisms

We verify:

• System and Platform logs
• Chat records and correspondence
• Service photos and videos
• Service Provider certifications
• Any other acceptable evidence

7.4 Interim Decisions

We have the authority to make interim decisions when:

• There is a conflict in the parties' accounts
• Evidence is inconclusive
• Exceptional circumstances exist
• A fair compromise is required

Article 8: Refund Methods

8.1 Available Options

A. Bank Transfer:

• Takes 3-5 business days
• Includes Saudi bank accounts
• Account must be in the Client's name
• Banks may apply transfer fees

B. E-Wallet:

• Instant or within 24 hours
• Includes STC Pay, Mada, and others
• Wallet must be registered in the same name
• Suitable for small and medium amounts

C. Platform Credit:

• Instant
• Valid for future service purchases
• No expiry date
• Can be used for any service

D. Credit Cards:

• Takes 5-10 business days
• Subject to the issuing bank's policy
• Includes all international and local cards
• Suitable for large amounts

8.2 Technical Conditions

• Minimum: 20 SAR for cash refunds
• Maximum: No upper limit
• Fees: The Platform does not bear transfer fees
• Currency: Saudi Riyal only
• Taxes: Amounts are refunded inclusive of tax

8.3 Refunds for International Payments

For payments originating outside Saudi Arabia:

• International bank transfer (5-15 business days)
• Fees range from 20-50 SAR depending on the country
• Transfer via international money transfer services
• Complete SWIFT/IBAN details must be provided

8.4 Special Circumstances

• Death: Refund to a legal heir upon submission of inheritance documents
• Disability: Special facilitation in procedures
• Disasters: Consideration of exceptional circumstances
• Material Errors: Expedited processing and immediate refund

Article 9: Rights and Obligations of the Parties

9.1 Client Rights

• The right to request a refund when conditions are met
• The right to receive a reasoned decision
• The right to know the reasons for rejection
• The right to appeal the decision
• The right to receive the refund within the specified timeframe

9.2 Client Obligations

• Provide accurate and complete information
• Submit the request within the specified deadline
• Provide the required evidence
• Cooperate during the investigation process
• Accept fair decisions

9.3 Service Provider Rights

• The right to defend their position
• The right to request verification of evidence
• The right to object to the decision
• The right to a fair opportunity
• The right to protect their commercial reputation

9.4 Service Provider Obligations

• Cooperate with the investigation process
• Submit their documentation and evidence
• Respect final decisions
• Comply with due compensation
• Refrain from retaliating against the Client

9.5 Platform Commitments

• Impartiality and objectivity
• Expeditious processing
• Transparency in procedures
• Upholding the rights of all parties
• Compliance with laws and regulations

Article 10: Exceptions and Special Circumstances

10.1 Force Majeure

In cases of force majeure:

• Extension of deadlines
• Consideration of exceptional circumstances
• Possibility of waiving administrative fees
• Flexibility in policy application

10.2 Technical Errors

When technical errors occur on the Platform side:

• Full and immediate refund
• Additional compensation in some cases
• System improvement to prevent recurrence
• Formal apology to the Client

10.3 Fraud and Bad Faith

If fraud is proven:

• Revocation of all refund rights
• Immediate account closure
• Reporting to the competent authorities
• Claim for damages

10.4 Regulatory Violations

In the event of regulatory violations:

• Immediate suspension of service
• Return of amounts with penalties
• Reporting to supervisory bodies
• Banning the Service Provider

Article 11: Dispute Resolution and Appeals

11.1 Appeal Mechanism

Refund decisions may be appealed through:

• Level One: Head of Refunds Department (within 7 days)
• Level Two: Quality Management Department (within 14 days)
• Level Three: Supreme Complaints Committee (within 30 days)

11.2 Mediation and Arbitration

If the dispute persists:

• Mediation through the Saudi Arbitration Center
• Recourse to the Chamber of Commerce
• Arbitration organized by a neutral body
• Amicable settlement supervised by the Platform

11.3 Recourse to the Judiciary

As a last resort:

• Competent courts in Riyadh
• Consumer Protection Authority
• Relevant supervisory bodies
• Public Prosecution for criminal violations

11.4 Costs of Dispute

• Initial costs: Borne by the Platform
• If the appeal is rejected: The losing party bears the costs
• Judicial costs: As per the court's ruling
• Attorney fees: As agreed between the parties

Article 12: Supplementary Policies

12.1 Replacement Policy

Alternatives to refund:

• Replacing the service with a similar one
• Replacing the product with a better one
• Granting additional credits
• Offering future discounts

12.2 Warranty Policy

For durable products:

• Approved manufacturer's warranty
• Free maintenance service
• Replacement of defective parts
• Free technical support

12.3 Quality Policy

To ensure customer satisfaction:

• Strict quality standards
• Continuous evaluations and monitoring
• Service improvement based on feedback
• Sanctions for violators

12.4 Complaints Policy

For problem resolution:

• Multiple complaint channels
• Rapid response
• Practical solutions
• Follow-up until full satisfaction

Article 13: Amendments and Updates

13.1 Right to Amend

The Platform reserves the right to:

• Amend the policy when necessary
• Update procedures to improve service
• Add new exceptions
• Modify percentages and deadlines

13.2 Notice of Amendments

When amendments are made:

• Prior notice of 15 days
• Posting the updated version on the Platform
• Notifying active Clients
• Explaining the reasons for the amendment

13.3 Effective Date and Application

• Amendments take effect from the date of publication
• No retroactive effect unless specifically authorized
• Apply only to new transactions
• Existing transactions remain subject to the previous policy

13.4 Objecting to Amendments

Objections can be raised via:

• Contacting the Policy Management Department
• Submitting alternative proposals
• Withdrawing consent to the policy
• Stopping the use of the service

Article 14: Final Provisions

14.1 Effective Date

• This policy takes effect from January 25, 2026
• Applies to all users without exception
• Remains in effect until a new policy is issued
• Forms an integral part of the Terms of Use

14.2 Interpretation

• Texts shall be interpreted in favor of the consumer in case of ambiguity
• Headings are for reference only and do not affect interpretation
• The Arabic language prevails in case of conflict
• Saudi regulations are the basis for interpretation

14.3 Contact and Inquiries

For communication regarding the Refund Policy:

• Email: refunds@ihtiyajkum.com
• Phone: 9200XXXXX
• Working Hours: 8:00 AM – 10:00 PM (all days)
• Headquarters: By prior appointment

14.4 Final Acknowledgment

By using the "Ihtiyajkom" Platform, you:

• Acknowledge that you have read and understood this Policy
• Agree to all its terms and provisions
• Commit to the specified procedures and deadlines
• Acknowledge the Platform's right to enforce the Policy