Refund Policy

Introduction and nature of the service

ETEJAH for Business Analysis and Development provides professional consulting services designed specifically for each client based on their data and business circumstances. They are not off-the-shelf goods that can be returned.

This policy explains the cases in which no refund is available and the limited cases in which one is, in accordance with the Saudi E-Commerce Law and its Implementing Regulation.

Core rule: no refund once execution has begun

Execution is deemed to have begun upon any of the following:

1. Holding the kick-off session or any working meeting after contracting.
2. ETEJAH receiving the client's data or documents and beginning to analyse them.
3. Assigning the delivery team and starting actual work on any deliverable within the scope of work.
4. Delivering any partial output or preliminary draft to the client.

Cancellation before execution begins

If the client wishes to cancel after contracting but before execution has begun in the sense described above, the following applies:

• Cancellation within 24 hours of contracting and before any work starts: the amount paid is refunded in full, less bank transfer fees if any.
• Cancellation after 24 hours and before any work starts: 25% of the paid amount is retained against slot reservation and resource allocation, and the remainder is refunded.
• Cancellation after execution has begun: no refund, per the core rule above.

Cases where a refund is granted

We are committed to fairness and will refund in the following cases:

• Duplicate or erroneous payment: the excess amount is refunded in full.
• Service not provided by us: if we are unable to start or continue for a reason attributable to us, the fee for the unperformed portion is refunded.
• Cancellation by us: if we decline to continue the project for any reason, the fee for the unperformed portion is refunded within the period stated below.
• Force majeure preventing performance: the parties settle for work actually completed and the remainder is refunded.

Alternatives to a refund

If deliverables do not conform to the agreed scope of work, the remedy is correction rather than refund:

1. A written request is submitted within 14 days of delivery setting out the points of non-conformity.
2. The comments are reviewed and the deliverables corrected at no additional cost where they fall within the scope of work.
3. Every scope of work includes two revision rounds. If disagreement persists over a material non-conformity, a fair resolution is sought between the parties before any further step is taken.

Refund procedure and method

1. The request is submitted in writing to contact@etejah.it.com, stating the contract number and date and the reason for the request.
2. We respond within 5 working days with acceptance or a reasoned rejection.
3. Upon acceptance, the refund is executed within 14 working days to the same account from which payment was made.
4. Banks may take additional time for the amount to appear in the client's account, which is outside our control.

VAT on refunded amounts is treated in accordance with the VAT Law and its Implementing Regulation, and a statutory credit note is issued where applicable.

Non-refundable charges

• Bank transfer fees or payment gateway charges.
• Fees for services actually performed and deliverables handed over.
• Direct costs incurred by ETEJAH for the project (such as purchasing market reports or data from external providers), where documented in advance.

Complaints and dispute resolution

If you are not satisfied with how your request was handled, contact us first at contact@etejah.it.com and we will seek an amicable settlement within thirty days. Thereafter you may refer the matter to the competent authorities in the Kingdom of Saudi Arabia; judicial jurisdiction lies with the competent authority in the city of Riyadh.

Updates to this policy

We may update this policy and will publish updates on this page. Existing engagements remain governed by the policy in force at the time of contracting.