Refund Policy

1. Regulatory Reference

This policy is based on Article (19) of the E-Commerce Law (Royal Decree M/126 dated 7/11/1440H) and Article (17) of its Implementing Regulations, which expressly exclude from the right of withdrawal: services already commenced with consumer consent, services tailored to client needs, and digital/creative content after delivery.

It also references Article (43) of the same law, which allows providers to set their own refund and cancellation policies provided they are disclosed in advance to the consumer.

2. The "No Refund on Services" Principle

The nature of Awtar's services fundamentally differs from physical goods:

• Custom professional services designed and executed based on specific client needs.
• Immediate resource consumption (specialist hours, software licenses, work servers, ad campaigns).
• Progressive delivery with marketing impact starting from day one.
• Non-returnable by nature — you cannot "return" a design, ad campaign, or published content.

Accordingly, all amounts paid to Awtar are non-refundable whether upfront payments, installments, or full amounts.

3. When Is Cancellation Permitted?

The Client may request cancellation in one case only:

• Cancellation before execution begins: If the Client submits a written cancellation request via email before Awtar's team has begun any work (i.e., before the discovery session, strategy development, or design).

In this case only, all paid amounts are refunded after deducting a 10% administrative fee covering banking and file-opening costs. Refunds are processed within (14) business days from request acceptance.

4. When Is Cancellation / Refund Not Permitted?

• Awtar has begun service execution or produced any deliverable.
• The Client has handed over project materials or granted account access to Awtar.
• The Client has changed strategic plan or business direction after work began.
• The Client has suspended the project or closed their business after contracting.
• The Client is dissatisfied with marketing outcomes (follower counts, conversions, sales) as results depend on factors beyond Awtar's control.
• Platform suspension of Client's account due to platform policy violations.
• Delay by Client in providing required materials, causing delivery delays.
• Cancellation requested after more than one month of monthly subscription payment.
• An open dispute or pending complaint by the Client against Awtar.

5. Revisions & Amendments

• Two free revision rounds for every creative deliverable (design, content, video) within the original scope.
• Additional revisions count as extra work and are billed to the Client.
• Scope changes require a new contract addendum at a defined cost.
• Commitment to reasonable technical revisions within (5) business days.

6. Recurring Monthly Packages

• Monthly subscriptions auto-renew unless the Client provides written non-renewal notice at least (7) days before renewal date.
• No refund for any month that has begun, even partially.
• Awtar may terminate the subscription with (15) days' notice and refund the pro-rata amount for unexecuted period.

7. Termination by Awtar

Awtar may immediately terminate the contract without any refund obligation in cases:

• Client payment delay exceeding (15) days.
• Client requests content violating Saudi regulations or public morality.
• Awtar employees subjected to abuse or harassment by Client.
• Discovery of false or misleading information from Client.
• Ongoing judicial dispute between the parties.

8. Cancellation Request Process

1. Send a written request to info@awtar.it.com including: client name, invoice number, payment date, cancellation reason.
2. We will respond within (3) business days confirming acceptance or rejection with explanation.
3. If accepted, amounts (after deduction) are returned within (14) business days via the original payment method.
4. If the original method is unavailable, a bank transfer is made to the Client's registered account.

9. Dispute Resolution

In case of refund dispute, parties first commit to amicable resolution through direct communication, then mediation, and finally the competent judicial body in Riyadh.

The Client may also file a complaint with the Ministry of Commerce via the "Commercial Report" application or by calling 1900.

10. Consumer Rights Guaranteed by Law

• Full disclosure of final price before contracting.
• Issuance of tax invoice compliant with ZATCA regulations.
• Written contract documentation (approved quote).
• Commitment to agreed professional quality.
• Data confidentiality per PDPL.

11. Refund Policy Contact

• Email: info@awtar.it.com
• Phone: +966545868090
• Address: Riyadh, Kingdom of Saudi Arabia