Terms & Conditions

1. Introduction & Regulatory Compliance

At EEINA Development for Information Technology (Commercial Registration No. 4031086289), we are dedicated to providing exceptional nutrition and wellness services that support your healthy eating journey.

As a registered entity in the Kingdom of Saudi Arabia, we operate under full compliance with the Saudi E-Commerce Law (Royal Decree No. M/126) and the Consumer Protection Regulations, ensuring fair, transparent, and legally sound payment and refund practices.

This Payment & Refund Policy ("Policy") outlines your rights, subscription terms, cancellation procedures, and our refund mechanics. By accessing, purchasing, or using any of our subscription plans or services, you agree to be bound by these terms.

2. Right to Rescind (7-Day Cooling-Off Period)

Under Article (13) of the Saudi E-Commerce Law, you have a statutory right to rescind your contract and withdraw from your purchase without cause within seven (7) days of the transaction (the "Cooling-Off Period").

• For Digital Services & Subscriptions: The 7-day period begins on the date you receive order confirmation (e.g., when your account is activated and digital access to plans or recipes is provided).
• For Physical Deliveries & Add-ons: The 7-day period begins on the date of physical delivery (e.g., delivery of partnered meal-prep kits or products).

Key Conditions:

• Digital Access Notice: To maintain eligibility for a full refund under the cooling-off rule, you must not have accessed, consumed, or customized the digital content (such as starting a custom nutrition plan, viewing premium recipes, or downloading meal schedules). Actively using the digital services during this 7-day window constitutes an execution of the service, which waives your right to rescind.
• Eligible Refund: Upon a valid request within the 7-day cooling-off window, you will receive a full refund of the amount paid, excluding direct transaction costs incurred by us (such as payment gateway processing fees).
• How to Exercise: Log in to your EEINA account > Navigate to Subscriptions & Billing > Select Request Refund. Alternatively, contact info@eeina.com with your transaction details.

3. Subscription Plans & Refund Terms

We maintain a simple, transparent subscription model. The refund terms for our primary offerings are defined as follows:

• 14-Day Free Trial: No payment details are captured, and no charges are made during the trial period. If you do not wish to continue, simply cancel before the 14th day. No refund is required.
• First 7 Days of Paid Subscription: If you request a refund within the first 7 days of your first paid billing cycle, we will issue a full refund, no questions asked (subject to the digital access restrictions in Section 2).
• Subsequent Monthly Subscriptions: Any cancellation requested after the first 7 days of a billing cycle will take effect at the end of that cycle. We do not offer partial or pro-rated refunds for the remaining days of a monthly period.
• Annual Subscriptions: You are eligible for a pro-rated refund only if the request is submitted within the first thirty (30) days of your annual subscription term. After 30 days, the annual fee becomes entirely non-refundable.
• Technical Errors & Discrepancies: If you experience a system error, duplicate charge, or incorrect billing amount, we will issue an immediate, full refund within three (3) business days of verifying the discrepancy.

4. Cancellation & Auto-Renewal Policies

• Self-Service Cancellation: You can cancel your subscription at any time. To cancel, go to your Account Settings > Subscriptions & Billing > Cancel Subscription. Access to premium features will remain active until the end of your current paid period.
• Auto-Renewal Notice: To prevent service interruptions, subscriptions renew automatically. We will send you an email notification seven (7) days prior to any recurring charge. You can disable auto-renewal at any time through your settings.
• Pending Orders (Physical Add-ons): Orders for physical products or partnered meal kits can be canceled for a full refund with no penalty, provided the cancellation request is received before processing or dispatch has commenced.

5. Exclusions & Limitations

In accordance with Ministry of Commerce guidelines and the nature of digital products, refunds are not available in the following circumstances:

1. Accessed Digital Products: If you have actively used or viewed personalized diet plans, smart shopping lists, or premium recipes.
2. Personalized Services: Services that have been highly customized to your medical, physical, or dietary profile, once the customization process has started.
3. User-Side Delays: Situations where the delivery of a service is delayed due to your failure to complete your health profile or provide necessary inputs.
4. Third-Party Partner Deliveries: Meal kits and ingredients delivered by our grocery or kitchen partners are governed by their respective refund, return, and cancellation policies.

We reserve the right to deny refund requests in cases of proven fraudulent activity or repeated abuse of this policy.

6. Refund Processing & Payment Gateways

• Gateway & Method: All refunds are processed via our payment gateway partner, Moyasar, and will be credited back to your original payment method (e.g., Mada card, STC Pay, Apple Pay, Visa, Mastercard, Tabby, or Tamara).
• Processing Timeline: Once a refund is approved by our billing team (typically within 24 to 48 hours of submission), the transaction is initiated. It may take 5 to 10 business days for the refund to reflect in your account, depending on your bank's procedures.
• International Transactions: For credit cards issued outside the Kingdom of Saudi Arabia, any international transaction fees, processing charges, or currency exchange differences applied by your issuing bank are your sole responsibility and are non-refundable.

7. Revisions, Updates & Jurisdiction

We may periodically update this Policy to ensure compliance with updated regulations from the Ministry of Commerce, the Saudi Central Bank (SAMA), or the Zakat, Tax and Customs Authority (ZATCA) (such as future VAT amendments). We will notify you via email at least thirty (30) days before any changes become effective. Your continued use of our services after the update constitutes acceptance of the revised Policy.

This Policy is governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any disputes arising from this Policy shall fall under the exclusive jurisdiction of the competent courts in the Makkah region.