1. Mandatory rights prevail

This is not a blanket no-refund policy. Mandatory Saudi consumer rights prevail, as do more specific lawful refund terms in a signed contract or accepted quotation. Any limitation below applies only to the extent permitted by applicable law.

2. Service not used or benefited from

Under the applicable Saudi e-commerce concept, a consumer may have a statutory cancellation and refund right within the statutory period where the service has not been used or benefited from, depending on the transaction and subject to applicable law and statutory exceptions. We review contracting, activation, use, and work performed fairly.

3. Custom development and milestones

The project agreement sets scope, milestones, payments, and acceptance. If cancellation is requested after work begins, work actually performed, completed or accepted milestones, and genuinely non-refundable third-party costs may be considered only to the extent permitted by law and the relevant agreement. A custom label alone does not remove a mandatory right.

4. Subscriptions and digital services

Future subscription access may be cancelled according to the plan and agreement. A refund for the current term depends on timing, activation, use, benefit delivered, and mandatory law. A free trial with no charge and no automatic paid renewal creates no payment to refund.

5. Hosting, domains, and third-party fees

Registration, renewal, hosting, licensing, messaging, payment-provider, or other external fees may be non-refundable by the supplier. They may be considered only when actually incurred for the project and only as permitted by law and contract. This does not defeat a refund VIBEX must legally provide.

6. Duplicate, incorrect, or failed payment

• A verified duplicate charge or amount different from the accepted final price is eligible for appropriate correction or refund.
• If checkout reports failure but an amount appears charged, we verify provider records. The entry may be a temporary authorization released by the bank.
• If the provider never confirmed collection, VIBEX has no received funds to refund, but can assist with evidence for the provider or bank.

7. Delivery delay

Where delivery or performance is delayed for more than 15 days from the contract date or agreed date, the consumer may have a statutory right to cancel and recover amounts paid and qualifying delay costs, unless an applicable legal cause or exception such as force majeure applies. Customer-caused delay is assessed on the facts and agreement without reducing non-waivable rights.

8. Request process

• Email [email protected] from the account or order email, or use /complaints.
• Provide your name, contact details, order or invoice number, amount, payment date, reason, and relevant evidence. Never send a full card number or verification code.
• We review the agreement, activation and usage, work performed, and payment-provider confirmation, and may verify identity to protect the payer.

9. Refund method

An approved refund is returned through the appropriate payment channel or original payment method where possible. The gateway and bank control the time for funds to appear after submission. If the original channel cannot accept the refund, a secure alternative may be requested. The outcome and basis of any deduction will be explained consistently with law and contract.