Refund Policy
Last updated: 4 May 2026
This policy describes when and how a Modarhem subscription can be refunded. It is written to comply with Saudi Arabia's E-Commerce Law (Royal Decree M/126) and the Consumer Protection Authority's published guidance for digital subscription services. We aim for terms a real person can read in five minutes — not a wall of legalese.
1. What can be refunded
Modarhem subscriptions are paid in advance for the term you selected — monthly, annually, two-year, or three-year. You may request a full refund within fourteen (14) calendar days of your first paid invoice if you have not relied on the service for billable workflows (no submitted ZATCA invoices, no sent customer-facing receipts, no payroll runs). After the 14-day window, refunds are governed by sections 2 and 3 below.
2. Multi-year terms and unused months
If you cancel a multi-year subscription before its end, we refund the unused full months on a pro-rata basis at the equivalent monthly rate (not the discounted multi-year rate). The discount is the consideration for committing to the longer term; we do not retroactively apply it to a shortened commitment. Example: a 36-month subscription paid up-front, cancelled after month 18, refunds 18 × monthly-rate, minus any month already begun.
3. Non-refundable items
Some charges are non-refundable because we incur direct vendor cost on your behalf: • ZATCA submission fees (passed through at cost from the ZATCA portal) • Apple Wallet pass generation fees (Apple Developer Program cost) • SMS / WhatsApp message fees consumed during the term • Custom domain SSL certificates issued for your storefront • Any optional one-time professional services (data migration, custom report development) that have already been delivered
4. How to request a refund
Email [email protected] from the email address on your Modarhem account. Include your organization name, your CR number (Saudi Commercial Registration), and a brief reason. We confirm receipt within one (1) business day and process approved refunds within fourteen (14) business days to the original payment method. Refunds via mada / Apple Pay / STC Pay take 3-7 business days from our end to settle to your card; bank transfers may take 5-10 business days depending on your bank.
5. Failed payments and downgrade
If your renewal payment fails, your account enters a 7-day grace period during which all features remain available. If payment is still not received after 7 days, we downgrade you to read-only mode (you can view existing data and export, but cannot create new records). Read-only mode is preserved for 90 days, after which we retain your data for one additional year before permanent deletion. You can re-activate at any time within the retention window by paying the outstanding invoice.
6. Service credit instead of cash refund
Where appropriate (a service incident covered by our SLA, a pricing change applied retroactively, a billing error that worked against you), we may offer service credit applied against your next invoice instead of a cash refund. Service credit is always offered alongside the cash option — you choose. Service credit does not expire while your account is active.
7. Disputes and Saudi consumer-protection authority
If you believe a refund decision is incorrect, you may escalate to [email protected] — a separate inbox monitored by Modarhem's senior leadership. If we cannot resolve the dispute within fourteen (14) days of your escalation, you have the right to file a complaint with the Saudi Ministry of Commerce (maroof.sa) or the Consumer Protection Authority. We will cooperate fully with any inquiry. Nothing in this policy waives any right granted to you by Saudi law.
8. Changes to this policy
We may update this policy to reflect changes in regulation or our service. Material changes will be communicated by email at least thirty (30) days before they take effect. The version in force at the time you paid governs that subscription period — we do not retroactively apply less-favorable refund terms.
Questions about a refund? Email [email protected] from your account email. For account-billing questions, see Settings → Billing inside the app.