Cancellation & Refund Policy

Last updated: 11 August 2026

1. The nature of our services

Jodfay provides bespoke digital services built specifically for each client. We do not sell physical goods or off-the-shelf products, so "returning a product" does not apply. Instead, cancellation is governed by rules on ending an engagement and refunding whatever corresponds to work not yet performed.

This policy is written to align with the Saudi E-Commerce Law and its Implementing Regulations, and with the principle that a client should never pay for work that was not done.

2. Consumer statutory seven-day right

If you are a “consumer” within the meaning of the Saudi E-Commerce Law, you may cancel a service contract during the seven days following the contract date, provided you have not used or benefited from the service and we have not begun performance at your request, subject to the statutory exceptions. This policy does not limit any mandatory right available under Saudi law.

If we delay providing the service for more than 15 days beyond the contract date or agreed date, the consumer retains the remedies provided by law, unless the delay results from force majeure or the client. Business-to-business and custom work already underway is settled under the accepted proposal and completed work, without waiving mandatory rights.

3. Cancelling before work starts

• The discovery call and the proposal are entirely free and create no obligation.
• If you approve a proposal, pay the first instalment, then change your mind before any actual work begins, that instalment is refunded in full.
• "Actual work" means the discovery session has started, or design or development has begun, or resources have been reserved for your project.

4. Cancelling after work starts

You may cancel at any time by written notice. Settlement is then calculated on what was actually completed:

1. We list the completed milestones and the milestone in progress at the time of notice.
2. Completed milestones are payable in full; the in-progress milestone is payable pro rata to what was done.
3. The difference between what you paid and what is actually owed is refunded to you, if any.
4. If the amount owed exceeds what you paid, an invoice is issued for the difference.
5. We hand over the deliverables of fully paid milestones, documented and in usable form.

5. What is not refundable

Refunds are not issued for:

• Third-party fees already paid on your behalf: domain, hosting, licensed fonts or templates, payment-gateway activation fees.
• Work delivered and approved by you in writing.
• Completed and launched projects, after your final acceptance of handover.
• Delays caused by the client — such as not supplying content or not responding to approval requests beyond the window set in the proposal.
• Out-of-scope change requests carried out under a written addendum and approved.

6. If we cancel

We may end the engagement on written notice if the work becomes impossible for reasons beyond our control, or if the client materially breaches its obligations and does not remedy this within a reasonable period after notice. Where we terminate for a reason not attributable to you, we refund in full everything paid for work not performed.

7. How and when refunds are paid

• Send the cancellation request in writing to info@jodfay.com.sa.
• Within 5 business days we send an itemised statement of work completed and the amount owed or refundable.
• Once both sides agree the statement, the refund is executed within 14 business days.
• Refunds go back to the account the payment came from, in the same currency.
• We charge no administrative fee for a refund; any bank charges are the banks' own.

8. Operations and support plans

• Monthly or annual operations plans are optional and separate from the build contract.
• You may stop renewal with 15 days' notice before the renewal date.
• Cancelling mid-cycle keeps the service running to the end of that cycle; the remaining portion is not refunded.
• On termination, we hand over all project data and backups within 10 business days.

9. Complaints

If a cancellation settlement does not satisfy you, email info@jodfay.com.sa setting out your objection. We will review the case again and respond within 10 business days.

We acknowledge complaints within two business days and target resolution within 10 business days. Channels and escalation steps are set out in our Complaints & Feedback Policy. You retain the right to report the matter to the Saudi Ministry of Commerce or another competent authority.