Cancellation & Refund Policy
Our services are advisory work delivered by specialist human effort — so no refund applies once work has begun. This page sets out the rule and its exceptions in detail.
Summary
No refund is issued for advisory services on which work has already started. Cancellation with a full refund is available only before execution actually begins, as detailed below.
This policy forms an integral part of the Terms of Use and applies to all services provided by RAFD Business Analysis.
Legal basis
The Saudi E-Commerce Law grants consumers a right of withdrawal within a defined period from the date of contracting. However, the Law and its Implementing Regulation exclude certain cases from that right, including:
- Services whose performance has actually begun with the consumer's consent before the withdrawal period expires.
- Services or goods made to the consumer's own specification that cannot be reused.
- Digital content that has been delivered or made accessible.
RAFD's services fall by their nature within these exceptions: every study, financial model or plan is produced specifically for the client's project from the client's own data, cannot be reused or sold to anyone else, and consumes specialist team effort from the moment work begins.
Cancellation before work begins
"Work begins" means the first actual activity on the project, including data gathering, team allocation or holding the first working session.
- Cancellation before work begins: the amount paid is refunded in full without deduction, subject to bank transfer charges where applicable.
- Cancellation after work begins: amounts paid are not refunded, and the client receives the deliverables completed up to the cancellation date.
- Cancellation requests must be made in writing to our official email; the date we receive them is the date that counts.
Cancellation by us
RAFD may terminate an engagement in defined circumstances, including:
- Inability to obtain the necessary data from the client despite repeated notices.
- Discovery that the purpose of the service contravenes the laws in force in the Kingdom.
- A material conflict of interest that was not known at the time of contracting.
The amount due for work actually completed up to the termination date is calculated, and any paid amount in excess of that is returned to the client.
Rework instead of refund
If the client considers that deliverables do not match the signed scope of work, the remedy is correction and rework, not a monetary refund, as follows:
- A written objection is submitted within 10 working days of delivery, identifying the items that depart from the scope.
- We review the objection and respond within 5 working days.
- Where the objection is upheld, we correct the deliverable at no additional charge within an agreed period.
- Revision rounds included in the package are used to refine the deliverable within scope, not to widen it.
A study reaching a conclusion the client did not hope for — for instance recommending that the project should not proceed — is not grounds for a refund. The work is measured by the quality of the methodology, not by whether the finding matches a prior preference.
Scope changes and postponement
- Scope increase: documented in a written addendum with additional cost and duration before execution.
- Scope reduction after start: completed work is charged, and the unperformed portion is deducted from subsequent instalments rather than refunded from amounts already paid.
- Postponement at the client's request: available for up to 60 days at no charge, with rescheduling subject to team availability. Beyond that period the engagement is treated as concluded and completed deliverables are handed over.
Refund method and timing
Where a refund is due under the above:
- It is returned via the original payment method to the account it was paid from.
- It is processed within 14 working days of the entitlement being confirmed.
- Banks may take additional time to show the amount in the client's account, which is outside our control.
- Bank transfer or payment gateway charges, where applicable, are deducted.
- A compliant credit note adjusting the original tax invoice is issued.
Complaints and dispute resolution
We take every complaint seriously. To raise one, email [email protected] with the contract reference, a description of the issue and any supporting documents.
- We acknowledge receipt within 3 working days.
- We issue a reasoned response within 10 working days.
- If no amicable settlement is reached within 30 days, jurisdiction lies with the competent judicial authority in Riyadh under the laws in force in the Kingdom.
None of the above limits the client's right to approach the competent regulatory authorities in the Kingdom.
Contact
- Email: [email protected]
- Phone and WhatsApp: +966 55 646 9879
- Address: Riyadh, Kingdom of Saudi Arabia
- Working hours: Sunday – Thursday, 9:00 – 18:00