Refund & Cancellation Policy

Refund & Cancellation Policy

This Refund and Cancellation Policy (“Policy”) explains the rules governing payments, refunds, and service cancellations for subscriptions and other paid services offered through the FatooraOnline® Platform (“Platform”) operated by Abzer DMCC (“Abzer”, “we”, “our”, or “us”). The purpose of this Policy is to set clear expectations for Merchants (“you”, “your”) and to prevent misunderstandings regarding charges and service termination. This Policy forms part of the FatooraOnline Terms of Service and should be read together with it.

All subscriptions and fees for the Platform are payable in advance and billed according to the selected plan and billing cycle. Invoices are issued electronically and must be paid in full before service activation or renewal. Prices are exclusive of VAT and any other applicable taxes. Payment obligations are non-cancelable and all amounts paid are non-refundable except as explicitly stated in this Policy.

All fees paid to Abzer for FatooraOnline subscriptions, implementation, configuration, or customization are non-refundable. This includes, without limitation:

  • monthly or annual subscription charges;
  • onboarding and setup fees;
  • professional services or training; and
  • any taxes or transaction charges imposed by payment gateways or banks.

These charges cover the cost of infrastructure allocation, compliance integration, and support resources that cannot be reversed once provisioned.

If a Merchant is incorrectly charged twice for the same invoice or service, Abzer will verify the payment records and, upon confirmation, issue a refund or adjustment credit to the original payment method. Requests must be submitted in writing to billing@abzer.com within seven (7) days of the charge. Abzer is not obliged to process refunds reported after this period or for payments made through third-party resellers.

You may cancel your subscription at any time through the Merchant dashboard or by sending a written request to Abzer. Cancellations take effect at the end of the current billing cycle unless a different effective date is confirmed in writing by Abzer. Upon cancellation:

  • access to the Platform continues until the end of the paid term; and
  • no refunds or pro-rata credits will be issued for unused time or services.

To avoid renewal charges, the Merchant must complete cancellation at least five (5) days before the renewal date.

Abzer may suspend or terminate service under the conditions described in the Terms of Service, including for non-payment or breach of policy. In such cases, any fees already paid remain non-refundable. If Abzer discontinues the Platform entirely or terminates services without cause, a pro-rata refund for the unused portion of the paid term may be offered at Abzer’s sole discretion.

Initiating a chargeback through a bank or payment provider without first contacting Abzer is considered a violation of this Policy and the Terms of Service. Any account associated with a chargeback may be immediately suspended until the matter is resolved. Abzer reserves the right to recover chargeback fees and associated administrative costs from the Merchant.

Approved refunds are processed to the original payment source only and may take 10–15 business days depending on the payment gateway or banking channels. Abzer is not responsible for delays caused by intermediary banks, card issuers, or currency exchange procedures.

If you believe a charge has been applied in error, please notify us at billing@abzer.com with transaction details and supporting evidence. Abzer will review the claim in good faith and respond within a reasonable time. Decisions made after verification are final and binding under this Policy.

If service is suspended for non-payment, reactivation may require payment of outstanding fees plus a service reinstatement charge. Abzer may refuse to restore accounts with unresolved disputes or repeated violations of this Policy.

All charges and refunds are processed in the currency displayed at checkout (typically SAR or USD). Any exchange-rate differences or foreign-transaction fees applied by your bank are not refundable.

Abzer may, at its sole discretion, consider a refund or credit in extraordinary circumstances (such as duplicate billing or confirmed technical fault caused by Abzer). Such refunds are non-precedential and do not establish future entitlement.

Abzer may revise this Policy at any time to reflect regulatory or business changes. The updated version becomes effective upon publication on the FatooraOnline website. Continued use of the Platform constitutes acceptance of the revised Policy.

This Policy and any related dispute are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of Riyadh shall have exclusive jurisdiction.

This Policy is intended to explain Abzer’s billing and refund procedures transparently and does not create any financial warranty, credit entitlement, or liability beyond what is explicitly stated. All refunds or credits are handled at Abzer’s sole discretion and in accordance with the FatooraOnline Terms of Service.