1. Introduction & Regulatory Compliance
At Ina Alhaditha Establishment (Commercial Registration (Unified National No.) 7041568580), 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. Subscription Plans & Refund Terms
We maintain a simple, transparent subscription model. Our service is digital and begins immediately upon activation; accordingly, amounts paid are non-refundable once the subscription period has started, except where required by applicable law, or in cases of duplicate charges or a verified technical error on our side, which are refunded in full. The following applies to website subscriptions processed through our licensed payment gateway; purchases made through the App Store or Google Play are governed by the store’s own refund policy and must be requested from the store directly. The terms for our primary offerings are defined as follows:
- 14-Day Full-Access Period: every new account gets complete access to the platform for 14 days with no bank card and no charge. When it ends, the account moves automatically to the Free Plan with your data kept, and no paid subscription starts unless you request it.
- Paid Subscriptions: Once your trial ends and your paid subscription begins, no refunds will be issued for monthly or annual plans. You have had ample time to evaluate the service during the trial period.
- Cancellation: You may cancel your subscription at any time. Any cancellation requested will take effect at the end of that billing cycle. We do not offer partial or pro-rated refunds for the remaining days of a billing period.
- 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.
3. 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.
4. Exclusions & Limitations
In accordance with Ministry of Commerce guidelines and the nature of digital products, refunds are not available in the following circumstances:
- Accessed Digital Products: If you have actively used or viewed personalized diet plans, smart shopping lists, or premium recipes.
- Personalized Services: Services that have been highly customized to your medical, physical, or dietary profile, once the customization process has started.
- 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.
- 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.
5. Refund Processing & Payment Gateways
- Gateway & Method: All refunds are processed via our approved payment gateway, and will be credited back to your original payment method (e.g., Mada, Visa, Mastercard, or American Express).
- 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.
6. 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.