Cancellation and refund policy for services and subscriptions provided by the Mithaq platform
1. Scope
This policy applies only to services, subscriptions and packages provided directly by Mithaq, where the payment is for a service supplied by Mithaq. This includes matchmakers' subscriptions to the platform and any other direct services Mithaq makes available.
It does not apply to services matchmakers provide to their clients, subscriptions to their stores, their fees or amounts payable to them, even where those services are displayed or contracted through the platform.
In this policy, “subscriber” means the person or establishment contracting directly with Mithaq to use its services. “Matchmaker subscription” means the matchmaker's subscription to Mithaq's platform services, not clients' subscriptions to services supplied by that matchmaker.
Defining this scope does not exempt Mithaq from any legal responsibility for its own actions.
2. Full refund within three days
A subscriber may request cancellation of a subscription or time-based package provided by Mithaq and a full refund within three days, meaning 72 consecutive hours, starting when payment is confirmed or the service actually becomes available, whichever is later.
This guarantee permits use of subscription features during that period and does not require a reason for cancellation. The refund includes any tax collected on the subscription, without deductions for processing or cancellation fees.
A subscription may also be cancelled before the service becomes available for a full refund, subject to the matchmaker subscription cancellation conditions in this policy.
For a matchmaker to use the three-day guarantee, the cancellation request must be submitted and there must be no active client subscriptions or outstanding service obligations, or those obligations must be settled, within the same 72-hour period, as set out in section 6.
If the conditions for cancelling a matchmaker subscription are met after that period, the remaining-term refund, less the processing fee, applies unless another right entitles the matchmaker to a full refund.
This guarantee applies to each subscription or renewal period paid to Mithaq. It is an additional contractual benefit and does not reduce statutory rights.
3. Statutory right to cancel within seven days
Subject to statutory exceptions, a consumer retains the right to cancel a service contract within the seven days following the date of contracting for the service if the consumer has not used, benefited from or obtained any benefit from it, and to recover the amount due under the law.
The three-day period does not shorten this right. The voluntary cancellation conditions in this policy must not be used to obstruct a statutory right when its conditions are met.
Under this policy, no cancellation processing fee is deducted when exercising this right. Account creation or automatic activation alone is not sufficient evidence of benefit; the nature of the service and what was actually provided are considered.
4. Remaining-term refunds and the cancellation processing fee
After the three-day period, where no right to a full refund applies, cancellation of a subscription or time-based package provided by Mithaq may be requested for a refund of the remaining term, after the cancellation conditions are met and a processing fee of SAR 50 is deducted.
The refund is calculated as follows:
Remaining-term value = amount actually paid to Mithaq for the subscription × remaining term ÷ total subscription term.
Net refund = remaining-term value − SAR 50, with a minimum result of zero.
The following rules apply to the processing fee:
- It is deducted once for each cancelled subscription or time-based package, not for each communication or follow-up on the request.
- Its total is SAR 50, including VAT where applicable.
- It must not exceed the remaining-term value. If that value is less than SAR 50, the net refund is zero and the subscriber is not asked to pay the difference.
- It is not payable merely for submitting a request that does not meet the cancellation conditions, or for stopping renewal only.
- No additional cancellation or processing fees are deducted for the same transaction.
The calculation uses the amount actually paid after discounts, including tax collected. The elapsed term is not repriced at a shorter package's rate or at a pre-discount rate.
Example: a Mithaq subscription costing SAR 300 for 30 days meets the cancellation conditions after 10 full days. The remaining 20 days are worth SAR 200, and the net refund is SAR 150 after the processing fee.
5. Cases where no processing fee is deducted
Under this policy, no cancellation processing fee is deducted in the following cases:
- A full refund under the three-day guarantee when its conditions are met.
- Cancellation before the service becomes available when the cancellation conditions are met.
- Exercise of the statutory cancellation right described in section 3.
- A refund because Mithaq breached its obligations or did not provide its service.
- Return of an amount Mithaq collected by mistake, without entitlement or more than once.
- Any other case in which the law requires repayment without this deduction.
6. Cancelling a matchmaker subscription with existing clients
A matchmaker may not cancel a Mithaq platform subscription and recover its value under the voluntary cancellation benefits while clients have active subscriptions to that matchmaker's services or while service obligations remain unperformed or unsettled.
This condition applies to both the three-day guarantee and proportional refunds, without prejudice to mandatory statutory rights.
For this section, an existing client is one whose subscription to the matchmaker's service remains active or whose agreed service has an unperformed part. Merely having a client account on the matchmaker's list does not prevent cancellation if there is no ongoing service or obligation to that client.
Cancellation of the matchmaker's Mithaq subscription becomes available after the relevant subscriptions expire and the obligations are performed, or after proof of a completed, documented settlement that preserves clients' rights under the applicable laws and agreements is provided.
Removing a client from a list, disabling a client account or closing the matchmaker's store does not settle those obligations.
This section only determines the matchmaker's eligibility to cancel a Mithaq subscription. It does not set refund conditions for the services the matchmaker provides to clients or determine amounts due to them.
This condition must not be invoked to prevent a statutory cancellation or refund right, or to withhold an amount due because Mithaq breached its obligations or did not provide its service.
7. Cancellation date and calculation of the term
For a cancellation request that meets its conditions, the remaining term is calculated from receipt of a clear request that can be linked to the subscription until the end of the paid period.
For a matchmaker with outstanding obligations to clients, the effective cancellation time is receipt of the cancellation request or actual completion of settlement of those obligations, whichever is later.
Submitting a request alone does not stop the matchmaker's subscription term from running while the cancellation conditions remain unmet and Mithaq's services are actually available.
If the paid period ends before those conditions are met, there is no remaining term to refund under the proportional refund benefit alone, without prejudice to other statutory rights.
Parts of a day are calculated in proportion to actual time. Administrative review delays after the cancellation conditions are met are not deducted. Where established, the time of actual settlement is used, rather than the time of administrative approval if review was delayed.
Amounts previously refunded for the same subscription are taken into account. The same amount cannot be refunded twice.
8. Effect of cancellation and stopping renewal
When cancellation is implemented, use of the Mithaq subscription ends from the effective cancellation time, and the amount due is refunded under this policy.
A request only to stop renewal leaves the current subscription active until the end of its term. It is not, by itself, a request for immediate cancellation or a refund.
If automatic renewal is made available, its amount and frequency are explained before consent is given, and subscribers can stop it before the next charge. Any amount shown to have been charged after renewal was stopped within the required time, or without valid consent, is returned.
Having existing clients does not prevent a matchmaker from stopping automatic renewal, nor does it permit a paid renewal without consent. The matchmaker remains responsible for settling obligations before platform access ends; those obligations do not lapse when the subscription ends.
Not signing in does not pause the term of a subscription that is actually available, subject to statutory rights. Disabling or deleting an account does not extinguish outstanding financial claims between the subscriber and Mithaq.
9. Non-time-based services provided by Mithaq
If Mithaq makes independent services available that are not tied to a subscription term, the nature, price, performance stages and cancellation conditions of each service are explained before purchase, without prejudice to statutory rights or any additional advertised guarantee.
The remaining-term formula does not apply to non-time-based services. If a divisible service is cancelled after partial performance, the compensation for work completed and the amount due for the unperformed part are determined according to the prior agreement and statutory rights.
No fee is imposed unless the recipient agreed to it before contracting. The processing fee for time-based subscriptions does not automatically extend to other services.
This section applies only to services Mithaq provides directly.
10. Failure by Mithaq to provide its service, or breach
If Mithaq cancels the order or cannot provide the service before it starts, the full amount paid for it is returned without a processing fee.
If Mithaq stops providing the subscription after it starts, the amount for the period during which the service was not provided and the remaining term is returned, without prejudice to additional statutory rights.
Where there is a material breach of Mithaq's service or a difference from what was agreed, the claim is handled according to the nature of the breach and statutory rights. The recipient's rights are not limited to a remaining-term refund alone, and credit or a replacement term is not imposed instead of money without consent.
The consumer retains the right to cancellation and a refund where performance is delayed for more than fifteen days from conclusion of the contract, or beyond the agreed date, under Article 14 of the E-Commerce Law, subject to the force majeure exception.
Mithaq informs the recipient of expected delays or difficulties affecting performance of its service.
11. Duplicate payments, offers and taxes
Mithaq returns any amount established to have been collected in error or more than once without an amount being due in return.
Refunds for Mithaq offers and discounted packages are calculated from the amount actually paid. The recipient is not entitled to a refund of a discount value they did not pay.
Free packages and unpaid promotional credits cannot be converted into refundable cash.
Where VAT requirements apply, Mithaq issues the necessary documents and credit notes for returned amounts and their associated tax, and identifies any applicable processing fee separately and clearly.
12. Submitting a cancellation or refund request
Submit the request through the official support channels announced on Mithaq, providing:
- The Mithaq order or invoice number, or enough information to identify the subscription and payment.
- Whether immediate cancellation with a refund or only stopping renewal is requested.
- Proof of payment where needed.
- Proof of settlement of client obligations when cancelling a matchmaker subscription, if there are outstanding obligations.
No reason is required to exercise the three-day guarantee when its conditions are met or to cancel a time-based package under this policy. Mithaq does not request a password, verification code or full card details to process a refund.
The time of the first clear request that can be linked to the transaction is recognised even if verification details are completed later, subject to the date on which the matchmaker subscription cancellation conditions are met.
The requester receives a written outcome stating the amount due, its calculation and any deducted fees; or why cancellation cannot proceed and which conditions must be met; or the reason and basis for rejection.
13. Refund method and processing time
Mithaq reviews the request and returns the amount due without undue delay, and no later than seven business days after receiving a request containing the information needed for verification and meeting the relevant voluntary cancellation conditions, unless the law requires a shorter period.
Voluntary cancellation conditions do not delay any refund due under an independent statutory right.
Business days are Sunday to Thursday, excluding official holidays in Saudi Arabia. Times are shown in Saudi Arabia time.
The amount is returned to the original payment method where possible. If that is not possible, a documented alternative is agreed with the person entitled to the refund, without imposing platform credit or a voucher.
If the bank or payment provider delays the amount appearing, the recipient is given the refund transaction reference, and Mithaq follows up until completion.
14. Complaints and objections
The outcome of a cancellation or refund request concerning Mithaq's services may be challenged through its official support channels, with supporting documents.
Mithaq's review does not prevent a report to the Ministry of Commerce through its official channels, including the Commercial Report service and 1900, or recourse to the competent authorities.
Payment of an amount due is not conditional on withdrawing a complaint or waiving a statutory right.
The balance of a Mithaq subscription is not automatically forfeited because an account is suspended or a dispute exists. Amounts due are determined and settled under this policy and the law.
15. Application, amendment and preservation of rights
This policy, including the processing fee and matchmaker subscription cancellation conditions, is displayed before contracting for Mithaq's services and becomes part of the relevant agreement.
Each transaction is governed by the version accepted when contracting. New fees or restrictions are not imposed retrospectively on subscriptions whose accepted terms did not include them.
In case of conflict, mandatory statutory provisions take precedence, and the contractual benefit more favourable to the recipient applies where legally permissible.
No provision in this policy is interpreted as waiving a right under Saudi law or exempting Mithaq or the subscriber from a responsibility imposed by law.
