26. Refund Policy:
- After proper investigation of your refund is processed and granted and approved by Aladdin to refund the amount deserved for purchased services or products, the estimated time for your refund will be as below:
a. For KSA Banks "MADA Card owners" refunds estimated time may take around 3–10 working days once processed.
b. Credit Card (Visa/Mastercard) refunds estimated time may take around 7–14 working days depending on the customer’s issuing bank.
c. Aladdin wallet purchases for approved refunds estimated time may take around 1–7 working days.
1.1. important Notice: if any information in inaccurately inputted using Aladdin app either by mistake or of no knowledge, Aladdin will not be held liable for any delays that may occur for your refund which also might be caused by you not answering your registered email for notifications or contact number. or if another member is using your account as Aladdin warns to not share any of your login information and does not allow anyone besides you the registered and main user to use your account only. breaching this clause may result in cancelling your refund to protect all parties from any fraudulent acts of being committed or that might occur if proven so.
27. Cancellation Policy:
1. General Policy
At any time before the order or service status changes to “On The Way”, users may cancel their order and receive a full refund, subject to applicable payment processing timelines.
Once an order or service status changes to “On The Way”, the cancellation eligibility depends on the fulfillment type selected by the user.
2. Services or Orders at User’s Location
For services, deliveries, or orders requested to be fulfilled at the user’s selected location (including home, office, or any custom address):
- Users may cancel and receive a full refund only before the status changes to “On The Way.”
- Once the status is marked “On The Way,” the vendor has already begun travel, preparation, dispatch, or fulfillment.
- Cancellations after this status may not be eligible for a refund and may be subject to partial or full charges at the platform’s discretion.
3. Pickup or Vendor Shop Orders
For orders or services selected to be fulfilled at the vendor’s shop/location:
- Users may cancel and receive a full refund before the order status changes to “On The Way.”
- Once the status changes to “On The Way,” the order is considered fully processed and prepared for pickup or fulfillment.
- Any cancellation after this status will result in a 100% cancellation charge, and no refund will be issued.
4. Refund Processing
Approved refunds will be processed back to the original payment method used during checkout. Refund processing times may vary depending on the payment provider or financial institution, and all according to The Refund Policy in Clause 26. conditions above.
5. Exceptions & Abuse Prevention
We reserve the right to:
- Refuse refunds in cases of suspected fraud, abuse, or repeated misuse of the cancellation system.
- Investigate disputes between users and vendors before issuing refunds.
- Deduct applicable transaction, processing, or operational costs where permitted by law.
6. Vendor Delays or Non-Performance
If a vendor is unable to fulfill the order or service, users may be eligible for a full or partial refund regardless of order status, subject to investigation and platform review on a case by case basis.
7. Policy Acceptance
By placing an order through the Aladdin App platform, users acknowledge and agree to this Cancellation & Refund Policy.
You acknowledge and agree that each of the Released Parties shall be an intended third-party beneficiary of these Terms of Use.