Cancellation & Refund Policy

Cancellation and Refund Policy

Basataha has established this Cancellation and Refund Policy to regulate its relationship with customers and to clearly explain how its electronic services are provided. This policy is designed to suit the nature of the services offered to individuals and businesses and to clarify the cases and procedures related to cancellation and refund requests.

By completing an order and paying for a service, the customer is deemed to have accepted the service details stated on the order page and this policy, while preserving all rights granted to the customer under the applicable laws and regulations of the Kingdom of Saudi Arabia.

1- Cancellation Before Benefiting from the Service

The customer may request cancellation of the service and a refund of the amount paid within seven (7) days from the date the order was completed, provided that the customer has not benefited from the service or received any benefit related to it.

This includes cases where no actual procedures related to the execution of the order have begun, no part of the service has been completed for the customer, and no result or benefit has been provided that the customer can use.

When a cancellation request is submitted, the status of the order will be reviewed to determine the stage of execution and whether any part of the service has already been provided to the customer before approving the refund request.

2- Orders Where Execution Has Begun

Once execution of the service has begun or actual steps have been taken to process the order, any cancellation or refund request will be reviewed based on the stage of execution, the nature of the service, and the extent to which the customer has benefited from it.

Depending on the nature of the service, execution may include reviewing s, preparing data, contacting the customer to complete requirements, preparing the application, submitting it to the relevant authority, or carrying out any procedure that falls within the scope of the requested service.

If the service has been completed or the customer has received the agreed benefit, eligibility for a refund will depend on the nature and status of the service and the applicable laws and regulations. The customer’s decision not to use the completed result does not automatically create a right to a refund.

3- Government Fees and Third-Party Charges

Some services may require the payment of government fees or fees charged by platforms, authorities, or third-party service providers.

If Basataha pays such fees on behalf of the customer as part of fulfilling the order, the possibility of refunding those fees will be subject to the policies and terms of the receiving authority or third party.

Basataha does not guarantee the refund of any amount that has already been transferred to a government authority or third party if that authority’s policy does not allow refunds.

Where possible, any fees associated with the service will be explained to the customer before the relevant procedure is completed. Any amount already paid to a third party remains subject to that party’s terms, conditions, and refund policies.

4- Inability to Provide the Service Due to Basataha

If Basataha is unable to provide the service for reasons attributable to Basataha, and the customer has not received the service or any benefit from it, Basataha will contact the customer to resolve the matter and provide an appropriate solution, which may include re-performing the service where possible or refunding the amount due according to the status of the order.

Each case will be assessed based on the nature of the service, the procedures already completed, and any amounts paid to other parties, if applicable, before determining the refundable amount.

This does not affect any rights granted to the customer under applicable laws and regulations.

5- Accuracy of Information and Documents Provided by the Customer

The customer is responsible for ensuring that all information, data, and s provided when requesting the service are accurate and complete.

If any information is incorrect, or if s are incomplete, expired, or do not meet the requirements of the relevant authority, Basataha may suspend execution of the order until the required information or s are completed or corrected.

Any delay resulting from waiting for the customer to provide or correct the required information or s will not be considered a delay caused by Basataha.

If a government authority or third party rejects an application because the customer provided incorrect information or did not meet the required conditions, this does not necessarily mean that the full service amount is refundable. Each case will be handled according to the stage of execution and the benefit already provided to the customer.

6- Service Completion Period and Delays

The expected completion time for services may vary depending on the type of service, the completeness of the required information and s, the customer’s response time, and the processing times of the relevant government authorities or third parties.

Where a specific date or estimated completion period is provided, that period begins once all required information and s have been fully submitted, unless otherwise agreed.

If execution of the service exceeds fifteen (15) days from the date of the contract or the agreed completion date, the customer may request cancellation and a refund in accordance with applicable laws and regulations, unless the delay is caused by circumstances beyond Basataha’s control or by the customer’s failure to complete the required information or s.

7- Refund Procedures and Method

Once a refund request is approved, the refundable amount will be processed and returned to the original payment method whenever possible. If refunding through the original payment method is not possible, another refund method may be agreed upon.

The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, card issuer, or payment service provider. Any banking or payment processing period after Basataha has completed the refund process is not considered part of Basataha’s refund processing period.

The customer may be asked to provide additional information when necessary to complete the refund process.

8- Cancellation and Refund Requests and Communication

Customers may submit cancellation or refund requests through the official communication channels listed on the Basataha store, along with the order number and any information required to verify the status of the service.

The request will be reviewed based on the stage of execution, the nature of the service, and any payments or procedures completed up to the date the request was submitted. The customer will then be contacted and informed of the outcome of the request and any next steps.

Additional information may be requested when necessary to verify the details of the order or complete the refund process.

Basataha is committed to handling customer requests transparently and in accordance with applicable laws and regulations, while reserving the right to update this policy when necessary, provided that such updates do not prejudice customers’ statutory rights.