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Refund and exchange policy

Service fee refund or exchange policy

Refund is available within 24 hours from the time of payment and exchange is available within 48 hours from the time of payment.

First: Recovery:

You are entitled to recover the service fees only before the start of the service implementation and within 24 hours from the time of payment, deducting from it:

  • 3% when paying via one of the electronic payment methods (Mada – Visa – MasterCard – Apple Pay – STC Pay).
  • 30% if the requirements are sent from the service provider without starting implementation.

Second: Replacing the service:

You have the right to replace the service with another service before starting to implement the service, one time only within 48 hours from the time of payment, and the following policy applies to determine the start time of implementation:

  • If the new service fees are equal to the replaced service, they will be implemented immediately.
  • If the new service fee is less than the replaced service fee, the service will be implemented immediately and the excess amount will be returned to the customer if the replacement is within the first 24 hours from the time of payment. If it is after 24 hours, it can be transferred to a credit only (upon the customer’s request only).
  • If the fees for the new service are higher than the fees for the replaced service, implementation of the service will begin immediately after paying the differential fees, and if the completion of the fees is delayed for a period of more than 24 hours after the replacement request, it will be void and the previous service will be approved.

Third: Maintaining the balance:

You have the right to keep the paid fees instead of refund or exchange and only before the start of the service and within 48 hours from the time of payment.

  • When requested to keep the amount as a balance, it cannot be refunded after that.
  • Once the requested service is confirmed using the credit, it cannot be refunded or exchanged.
  • The credit is available for use within 6 months only.

Fourth: How to submit a refund or exchange request?

Contact the service provider directly or with customer service on WhatsApp number: 0505730671, and request a refund or replacement, mentioning the following:

  1. order number
  2. Request type: refund or exchange
  3. If you request a replacement, please mention the required service
  4. The reason for requesting a refund or exchange

Direct communication with customer service on WhatsApp Click Here

Fifth: Time period for recovering service fees:

Service fees are returned within a period of 7-14 working days (meaning Friday and Saturday are excluded).

  • The period begins to be calculated from the day following the refund request when paying via one of the electronic payment methods (Mada – Visa – MasterCard – Apple Pay – stc pay).
  • The period is calculated one day after you send the bank account information from which it was transferred (according to what the service provider provides you with) in the case of payment via bank transfer (the refund request will be canceled if the bank account information is not sent within 24 hours of the refund request)

Sixth: Exceptions for refund and exchange:

It is not possible to refund, exchange, or transfer to a credit in the following cases:

  • A special offer/discount has been applied to the service
  • International orders
  • Appointment booking services
  • Packages
  • Inquiry and verification services
  • When the implementation of the service requires an inquiry or verification

Additional notes:

  • Failure to submit your bank account information within 24 hours of the refund request will void the refund request.
  • Attempting to log into your account or start an inquiry, verify problems, or anything related to the implementation of the service enters into the implementation of the service, and it is not possible to request a refund after that.
  • Once the exchange is confirmed, a refund is not possible.
  • If there is an excess amount for the service after the replacement and you do not confirm its recovery or transfer to a credit within the period specified in the policy above, then the entire fee is considered specific to the new service.
  • The terms of service may be constantly mentioned by the party. You must check the terms and conditions from the same party.
  • The alenjaz platform does not bear responsibility if the conditions do not match, and the site is not obligated to verify them before or after payment or starting the service.
  • The platform does not bear responsibility for technical problems that occur due to reasons beyond its control, or suspension of service from the service provider. This is considered a force majeure beyond the control of the Sahm Al-Enjaz Business Services website. In this case, when requesting a refund, it is treated as a normal refund request according to the policy mentioned here.
  • Refunds will only be made to the account/card through which the payment was made.
  • The transfer fee is deducted from the refund amount if there are any fees for bank transfer.
  • When you start the refund process, the fees cannot be exchanged or kept as a credit.
  • The balance cannot be used to pay government fees and is only used to request services through the platform
  • Fees less than 20 riyals cannot be refunded.
  • When there is an objection to the refund status of an order whose fees were paid via electronic payment (Mada – Visa – MasterCard – Apple Pay – STC Pay). It is only available within 15 days of notification of completion of the redemption process, and objections are not accepted after that.
  • When there is an objection to the refund status of an order whose fees were paid via bank transfer, the objection is available only within 3 days of notification of the completion of the refund process, and the objection is not accepted after that.

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saham alenjaz

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