Refund Policy
Last updated: 7 September 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you selected: monthly or annually, or a two-year or three-year term if you subscribed to one before those cycles were withdrawn from sale on 6 September 2026. 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 support@modarhem.com 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 becomes read-only for 7 days: you can view your records but not create new ones, and we send you reminders. After that, paid features stop until you renew. Your data is not deleted, so you can re-activate at any time 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 legal@modarhem.com, 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.
9. If Modarhem shuts down or is sold
If Modarhem permanently ceases operations, or is sold or acquired and the subscription service ends as a result, you receive a pro-rata refund of the unused remainder of your paid period, and nothing further. This applies to every commitment length, including yearly and the multi-year terms sold before 6 September 2026. Refunds go to the original payment method, or by bank transfer for payments made by bank transfer. Your agreement to this policy is recorded when you create an account and again each time you pay.
Questions about a refund? Email support@modarhem.com from your account email. For account-billing questions, see Settings → Billing inside the app.