Refund & Cancellation Policy
Version 2.0 — Last updated 18 August 2026. Mandatory Saudi law and any non-waivable customer rights prevail over conflicting contractual language.
This policy establishes a documented refund process for high-value digital enterprise transactions without attempting to waive rights that are mandatory under Saudi law.
General rule
Refund eligibility is assessed against the transaction type, provisioning status, service-use status, applicable order terms and any mandatory statutory right. SBCMI does not apply a blanket “no refunds” rule where the law provides a non-waivable cancellation, conformity or refund remedy.
Seven-day statutory cancellation framework
Where the Saudi E-Commerce Law gives a purchaser the statutory right to rescind within seven days, that right remains subject to the conditions and exceptions in the law. In particular, statutory treatment depends on whether the product or service has been used, a benefit has been obtained, performance has begun, or a statutory exception applies.
Online software-download exception
Saudi E-Commerce Law includes an exception relating to contracts for online software downloads. That exception does not eliminate remedies where the software has a defect that prevents completion of the download or is not conforming to what was agreed. SBCMI therefore records activation, download/provisioning and conformity evidence and reviews each request against the applicable legal rule.
Before license provisioning
A cancellation request received before license credentials or digital entitlements are provisioned will normally be eligible for review for cancellation, subject to payment-provider status, fraud/compliance review, mandatory law and any specifically disclosed non-recoverable third-party cost.
After activation or digital benefit
After a license has been activated, credentials issued, software downloaded, an entitlement used, or another digital benefit received, refund rights may be restricted by the applicable contract and statutory exceptions. Material defects, non-conformity and mandatory legal remedies remain unaffected.
Annual Assurance
A cancellation request made before Assurance activation is reviewed as an unactivated digital service. After coverage begins or covered benefits are used, the refundable amount, if any, is determined by the applicable terms and mandatory law.
Technical-support services
Unused prepaid support hours may be cancelled before scheduled work begins, subject to the order terms and mandatory law. Time already performed is not refundable merely because the incident requires more time than expected; however, defective, misrepresented or otherwise legally non-conforming service remains subject to applicable remedies.
Delayed digital delivery or performance
If SBCMI does not deliver or perform within the agreed period, the customer retains any cancellation/refund right provided by applicable law, including statutory rules concerning delay where they apply.
Refund method and timing
Approved refunds are returned through the original payment channel where reasonably possible, subject to payment-provider processing rules, anti-fraud controls and applicable law. SBCMI records the refund decision, amount, reason, provider reference and status for reconciliation and audit.
How to request a refund
Submit the order number, purchasing entity, reason for the request and relevant evidence through the published customer-care channel. The Complaints Policy applies to disputed refund decisions.