Important — Digital & Media Services Exception
Pursuant to Article 19 of the Saudi E-Commerce Law, media services, digital content, consultations, and customized services executed at the client's request are not subject to the right of refund once execution begins, due to their nature which makes returning them to original state difficult.
1. Scope of This Policy
This policy applies to all services offered by EQAA — Economy & Trade, including:
- Economic and commercial content production
- Social media account management
- Media coverage of events and exhibitions
- Marketing and advertising campaigns
- Brand identity design and development
- Media and marketing consulting
- All monthly, quarterly, and annual packages
2. Legal Basis
Our policy is based on the following Saudi regulations:
- The Saudi E-Commerce Law (Royal Decree No. M/126 dated 7/11/1440H) — Article 19
- The Anti-Commercial Fraud Law
- The Consumer Protection Law
- Executive regulations of the E-Commerce Law
3. Cases Where Refund Is Not Available
Pursuant to Article 19 of the E-Commerce Law, the client is not entitled to request a refund in the following cases:
- Services whose execution has actually begun with client approval
- Delivered digital content (texts, designs, videos, images)
- Customized services designed based on client request and specifications
- Media coverage after completion
- Consultations after delivery (verbal or written)
- Monthly packages after subscription period begins
- Brand identity designs after final delivery
- Advertising campaigns after launch on platforms
4. Excepted Cases (Refund Available)
The client is entitled to request a refund only in the following cases:
- Payment for service whose execution has not yet begun: Full refund within 14 days of payment, provided no actual work has begun on the project.
- Material breach by EQAA: If we fail to clearly deliver agreed deliverables within the specified period, and don't address the issue within 7 working days of notification.
- Payment by mistake: In cases of duplicate payment or payment for unrequested service.
- Inability to execute: If we are unable to execute the service for technical or legal reasons, we refund the full amount.
5. Refund Request Procedure
If your case applies to the exceptions mentioned above, you can submit a refund request following these steps:
- Step 1: Send an email to Support@eqaa.it.com within 14 days from payment date
- Step 2: Mention in your message: invoice number, payment date, amount, refund reason, and any supporting documents
- Step 3: We will respond to your request within 5 working days with approval or denial with reasons
- Step 4: If approved, the amount will be refunded within 14 working days to the same original payment method
6. Fund Recovery Period
Upon approval of refund request, the amount is returned within:
- Bank transfer: 7-14 working days
- Credit cards (Visa/Mastercard): 5-10 working days
- Mada: 3-7 working days
- Apple Pay / STC Pay: 3-5 working days
Processing may take additional time depending on bank or payment provider.
7. Discounts and Deductions
In accepted refund cases for services partially executed (exceptional cases), we may deduct:
- Value of work actually completed (calculated by hours or completion percentage)
- Bank and payment platform fees (if any)
- VAT (15%) — fully refunded if refund requested before execution begins
8. Dispute Resolution
We always seek to resolve any disagreement amicably. If no consensual solution is reached, both parties may resort to:
- Saudi Center for Commercial Arbitration (SCCA)
- Commercial courts of the Kingdom of Saudi Arabia
- Ministry of Commerce — consumer protection channels
9. Cancellation Before Execution Begins
If you want to cancel your order before execution begins:
- Send the cancellation request in writing via email within 24 hours of payment
- Full amount refunded without any deductions
- Execution is considered "started" when the first deliverable is sent, or any actual work begins on the project
10. Order Modification or Upgrade
As an alternative to refund, you can:
- Modify requested service details (within contract scope)
- Upgrade to a higher package with difference calculation
- Downgrade to a smaller package (difference calculated as credit for future services)
- Freeze subscription for a specified period (max 60 days)
11. Contact
For any questions about the refund policy or to submit a request:
Client Acknowledgment
By subscribing to any of EQAA's services or paying any invoice, you acknowledge that you have read and understood this policy and accepted its terms, particularly regarding non-refund of services after execution begins in accordance with Saudi regulations.
