سياسة الاسترداد والاستبدال

Service fee refund or replacement policy

At Na3een platform , we dedicate our time and effort to ensuring we provide electronic services that simplify your life and meet your needs in the best way possible. Because we offer our services with direct guidance and support, our time is one of our most valuable resources, which we strive to utilize to achieve your satisfaction.

Because every step we take—from responding to your inquiries to providing guidance and managing payments—requires effort and resources, we've implemented a small discount on refunds to cover these costs. This measure aims to strike a balance between delivering high-quality service and maintaining efficient business continuity.

We appreciate your understanding of this policy, which has been carefully designed to serve the interests of all parties, and we always strive to ensure your experience with us is exceptional and uncomplicated. Thank you for your trust, and we are always happy to assist you.

Refunds are available within 24 hours of payment, and exchanges and wallet transfers are available within 48 hours of payment.

First: Refund:

You are entitled to request a refund of the service fees only before the service is started, and within 24 hours of the time of payment, and 7% will be deducted from it .

If the requirements are sent by the service provider without implementation starting, an additional discount of 30% of the total refunded service fee will be applied.

Second: Service replacement:

You have the right to replace the service with another service before the service is implemented, and only once within 48 hours of payment. The following policy applies to determining the start time of implementation after the replacement is approved:

If the new service fee is equal to the fee for the service being replaced, it will be provided immediately.
If the new service fee is less than the fee for the service being replaced, the service will be provided immediately and the excess amount will be refunded to the customer if the replacement is within the first 24 hours of the order. If it is after 24 hours but before 48 hours, the excess amount can be converted to credit only (only upon customer request).
If the new service fee is higher than the fee for the service being replaced, the service will be implemented immediately after the difference fee is paid. If the fee is not completed within 24 hours, the replacement request will be considered void and the previous service will be adopted.

Third: Maintaining the balance:

You are entitled to keep the fees paid instead of a refund or exchange only before the service is started, and within 48 hours of the time of payment.

Once the amount is retained as a balance, it cannot be redeemed thereafter.
Once the requested service is confirmed using the balance, it cannot be refunded or replaced.
The balance can only be used for 6 months .
The balance cannot be used to pay any fees paid on behalf of the customer to government agencies or other entities, and its use is limited to the services of the Na’een platform only.

Fourth: How is a refund or exchange request submitted?

Contact the service provider directly and request a refund or replacement, explaining the reason.

If you are not contacted by the service provider, you can request a refund or replacement by contacting customer service via WhatsApp at: 0533227672 , explaining the following:

1. Order number

2. Request type: Refund or replacement

3. If a replacement is requested, please specify the alternative service.

4. Reason for requesting a refund or replacement

To contact customer service directly via WhatsApp, click here.

Fifth: The time period for refunding service fees:

Service fees are refunded within a period of 7 to 14 working days (excluding Friday and Saturday).

The calculation of the period begins from the day following the refund request, or the submission of bank account details.

If bank account details are not sent within 24 hours of being requested, the refund request will be automatically cancelled.

Sixth: Exceptions for refunds and replacements:

Refunds, exchanges, or credit transfers are not possible in the following cases:

When applying an offer or discount to the service.
Orders from outside Saudi Arabia.
Orders in currencies other than the Saudi Riyal.
Appointment booking services.
Packages.
Inquiry and verification services.
When the service implementation requires a query or verification.
Application earnestness fee.

Additional notes:

Failure to send bank account information within 24 hours of the refund request will result in cancellation of the refund request. If the bank account information sent is found to be incorrect, a notification will be sent requesting data correction. If there is no response within 24 hours of the notification, the refund request will be cancelled.
Attempting to log into the account, accessing the account, initiating an inquiry or verification, contacting relevant parties regarding the service, or any action related to the implementation of the service is considered entry into force, and no refund, exchange, or wallet transfer can be requested thereafter.
The terms of service may be changed by the party at any time, and you should always check the terms with the party itself. The Na3een platform does not bear responsibility in case of non-compliance with the terms, and is not obligated to check them before or after payment or the commencement of service implementation.
The platform is not responsible for technical problems that occur due to unforeseen circumstances or service interruption by the service provider. These cases are considered force majeure beyond the control of the Naeem platform, and in this case, the refund request is treated as a normal refund request according to the policy mentioned above.
Refunds are only issued to the account or card from which the payment was made.
When requesting a replacement, postponement, or transfer to the wallet, a refund cannot be requested.
If there is an excess amount for the service after the replacement, and it has not been confirmed as refunded or transferred to the wallet within the period specified in this policy, the full fees shall be considered to be for the new service.
Once the redemption process begins, exchanges or transfers to the wallet are not possible.
Refunds for fees paid on behalf of the customer to government agencies or other entities, or their transfer to the wallet, are available for only 30 days from the date of payment, provided that the platform is notified within this period, after which the platform is not responsible for any refunds from those entities.
Fees cannot be refunded if they are 20 riyals or less before or after the deduction of the fees specified in this policy.
If there is an objection to the refund status, the objection can only be submitted within 3 days of the notification of completion of the refund process, and no objection will be accepted thereafter.

This policy was formulated in Arabic, and in the event of any conflict or difference in interpretation between the Arabic text and any other translation, the Arabic text shall be adopted as the official reference.

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We are always happy to help you.