Refund Policy

1. Scope

This policy covers payments made to Transcend for professional services and, once commercial offerings launch, for our products. Payments made to third parties, such as a merchant selling through a store built on Matjar or an event organizer selling tickets through Hudoor, are governed by that third party’s own refund terms.

2. Custom Services and Client Engagements

Custom software, AI solutions, and platform engagements are governed by the signed proposal, statement of work, or agreement for that engagement. Payment schedules are typically tied to project milestones, with each milestone reviewed and accepted before the related payment falls due.

Fees for work that has already been performed and delivered are non-refundable unless the signed agreement states otherwise. If you are not satisfied with a deliverable, contact us. We will work with you in good faith to resolve the issue in line with the terms of your agreement, including revisions where the agreement provides for them.

3. Cancelling a Service Engagement

If you cancel an engagement before work begins, we will refund amounts paid, less any costs we have already incurred for the engagement, unless the signed agreement states otherwise.

If you cancel after work has begun, you remain responsible for fees covering work performed and costs incurred up to the cancellation date, and we will refund any remaining balance of prepaid amounts. Notice periods and any cancellation terms in the signed agreement apply.

If we cancel an engagement for reasons not attributable to you, we will refund prepaid amounts for work not yet performed.

4. Non-Refundable Items

The following are non-refundable unless the signed agreement states otherwise or the law requires it:

• Fees for milestones that have been delivered and accepted.
• Third-party costs purchased on your behalf, such as domain names, hosting, software licenses, or API credits, once they have been incurred.
• Expenses agreed in advance and already incurred, such as approved travel for on-site work.

5. Products

Our products, including Matjar, Jadwal, and Hudoor, are currently in alpha stage and their commercial terms have not been finalized. Any future paid offering will include clear purchase and refund terms presented at the point of purchase, and this policy will be updated accordingly at that time.

6. Duplicate or Erroneous Payments

If you are charged in error or a payment is duplicated, contact us at hello@transcend.com.sa. After verification, we will refund the amount to the original payment method.

7. Chargebacks

If you believe a charge is incorrect, we ask that you contact us before raising a dispute with your bank or payment provider. Most issues can be resolved faster directly with us. We reserve the right to contest chargebacks that we believe are not justified and to provide evidence of the services delivered.

8. Refund Method and Timing

Approved refunds are issued to the original payment method and in the original currency of payment. Refunds are typically processed within 14 business days of approval, though your bank or payment provider may need additional time to reflect the refund. If the original payment method is no longer available, we will agree an alternative method with you.

9. Value Added Tax

Where a refund is issued, any applicable VAT on the refunded amount is handled in accordance with the regulations of the Zakat, Tax and Customs Authority of the Kingdom of Saudi Arabia, including the issuance of credit notes where required.

10. Your Statutory Rights

Nothing in this policy limits your rights under the consumer protection and e-commerce regulations of the Kingdom of Saudi Arabia.

11. How to Request a Refund

To request a refund, email hello@transcend.com.sa with your name, the payment details including date, amount, and reference where available, and the reason for the request. We aim to acknowledge requests within 5 business days and to keep you informed while the request is reviewed.

12. Changes to This Policy

We may update this Refund Policy from time to time. The latest version will always be published on this page with an updated date.

13. Contact Us

For any questions about this Refund Policy, contact us at hello@transcend.com.sa.