Refund and Cancellation Policy

Your cancellation and refund rights are set out here plainly, with no conditions buried in footnotes. Our rule is simple: you do not pay for what you did not benefit from.

1. The statutory right of withdrawal

Article 13 of the E-Commerce Law gives the consumer the right to terminate the contract within seven days of receiving the product or of contracting for the service, provided the product has not been used or the service has not been benefited from.

Applied to us: if you subscribe to a plan and no work has begun on it, you may cancel within seven days and receive a full refund.

2. Refund timing

We refund by the same method you paid with, within no more than fifteen days of accepting the refund request. Banks may take additional days to show the amount in your account, which is outside our control.

3. Exceptions

As permitted by the Law and its Implementing Regulations, the right of withdrawal does not apply to:

• Services whose performance has actually begun with your consent — for example where configuration, migration or campaign launch has started.
• Work product prepared specifically to your specification — designs, custom development, delivered analytical reports.
• Digital content that has been delivered or activated — licences, keys, access to paid tools.
• Amounts paid to third parties on your behalf — advertising budget already spent, domain fees, extension licences, annual platform subscriptions — because they are not recoverable from those providers.

4. Plan term expiry and cancellation

Plans are terms paid in advance, not recurring subscriptions: at purchase you choose the term of your plan — one month, three months or a year — and pay for it upfront; the service then runs for that term and ends when it expires. So no cancellation is needed to stop billing: there is no recurring commitment to cancel, we do not store your card details, and nothing is charged to you after the term ends.

• Letting a term expire carries no consequence — no fee, no penalty, and the service continues afterwards only if you choose to buy a new term. We remind you in good time before your term ends so that you can decide.
• Cancelling here means refunding what was paid for a term already running, not stopping a future charge. Requests are submitted by the mechanism set out in clause 6; we do not require a call or a reason.
• If work has not begun: the statutory right of withdrawal applies within seven days of contracting and the full amount is refunded, under clause 1.
• If work has begun: we account for what was actually delivered and refund the balance of the term’s value, with a statement of what was done — under clause 3 and the exceptions set out there.
• The part of your term that has elapsed and been consumed is non-refundable, unless the breach is on our side, in which case clause 5 applies.

5. When the failure is ours

If we do not deliver the agreed service, deliver it materially contrary to the plan description, or repeatedly fail to meet the service-level targets, you may choose:

• Re-performance at our cost within an agreed period, or
• A credit applied against the next cycle, or
• A refund for the unperformed portion.

Exercising this right does not depend on the seven-day window having expired.

6. How to submit a request

1. Email support@ezhalha.store with the subject “refund request”.
2. State the order or invoice number, the subscription date, and the reason.
3. We acknowledge receipt within one business day.
4. We decide within five business days and explain the basis of the decision.
5. On acceptance we execute the refund within the statutory period above.

7. Cancellation costs

We do not charge cancellation fees or penalties for ending a subscription. Any deduction is limited to amounts actually spent with third parties on your behalf that cannot be recovered, and we itemise them for you.

8. If you disagree with our decision

Write to us again setting out your objection; the request is reviewed by someone who was not involved in the first decision. If the disagreement persists, you may refer the matter to the Ministry of Commerce via its app or the unified number 1900, or to the competent judicial authorities in the city of Riyadh.