Refund Policy

Refund and Return Policy – Neweb Digital Services Last Updated: 05/05/2026 Introduction Thank you for choosing Neweb for your digital services. At our company, we are committed to providing services that meet your expectations and achieve your satisfaction. This Policy (referred to as the "Policy") sets out the terms, conditions, and procedures related to the return of digital services and refund of payments, in compliance with the E-Commerce Law issued by Royal Decree No. (M/126) dated 7/11/1440 AH and its Implementing Regulations, the Consumer Protection Law, and other relevant regulations in the Kingdom of Saudi Arabia. Your use of the Neweb Platform or your request for any of our services constitutes your express consent to the terms of this Policy. First: Definitions Digital Service: Any service provided electronically through the Neweb Platform, including — but not limited to — website design, application development, digital marketing services, social media account management, hosting and domain services, SEO services, and other advertised services. Customer / Consumer: Any natural or legal person who requests a service from Neweb's services. Commencement of Service Execution: The moment at which the work team or automated system begins implementing the agreed-upon service. Business Day: Any day of the week except Friday, Saturday, and official holidays in the Kingdom of Saudi Arabia. Second: Right of Withdrawal from the Service (Cancellation Before Commencement of Execution) Pursuant to Article (Thirty-Six) of the Implementing Regulations of the E-Commerce Law, the Customer has the right to withdraw from a digital service request and recover the full amount paid in the following cases: If service execution has not commenced: The Customer may request cancellation and a full refund within (7) days from the payment date, provided the work team has not commenced execution of the service. If service execution is delayed beyond the agreed timeframe: The Customer may request cancellation and a refund of amounts paid for the unexecuted portion of the service, unless the delay is due to reasons beyond the company's control (force majeure, or delay by the Customer in providing us with the necessary information). If the service is not provided according to the agreed specifications: The Customer may request modification or cancellation, with a full or partial refund depending on the case. Note: The Customer's right of withdrawal lapses if the service has been fully executed and delivered in accordance with the agreed specifications, in accordance with the provisions of the Implementing Regulations of the E-Commerce Law concerning digital services. Third: Cases Where the Right of Return Does Not Apply Notwithstanding the above, the Customer is not entitled to request a return or refund in the following cases: Services that have been fully executed and delivered in accordance with the agreed specifications. Services for which execution commenced upon the Customer's express prior request and consent to waive their right of withdrawal. Customized services that have been specifically designed or developed according to the Customer's requirements after completion of the execution phase. Annual or monthly subscriptions that have been wholly or partially consumed (the refund is calculated for the remaining period only, if any and legally due). Hosting and Domain services after registration, as they are subject to the terms of the original service providers. Digital licenses and subscriptions to third-party programs and services after activation. Services whose completion has been delayed due to the Customer's negligence or non-responsiveness to execution requirements. Cases of misuse or violation of service terms by the Customer. Fourth: Defects and Non-Conformity with Specifications If the service provided is defective or does not conform to the agreed specifications, the Customer must notify the company through official channels within (7) days from the date of service delivery. The Customer is entitled to the following: Correction and Modification: Re-execution of the service or correction of defects at no additional charge. Reduction: A reduction in the financial consideration commensurate with the extent of the defect. Refund: Recovery of all or part of the amount paid according to the nature and impact of the defect. The company is committed to processing the request within a maximum period of (15) business days from the date of receipt of the notification. Fifth: Procedures for Submitting a Return Request To submit a return or refund request, please follow these steps: 1. Contact Customer Service via one of the official channels: Email: support@neweb.sa WhatsApp: [To be specified] Contact form on the Platform. 2. Provide us with the following information: Order or invoice number. A detailed description of the reason for the return request. Supporting attachments (if any), such as screenshots or correspondence. Bank account details for the refund (in the case of a bank refund). 3. Request Review: Our specialized team will review the request and verify that it meets the conditions within (3) business days from the date of receipt. 4. Customer Notification: The Customer will be notified via email or text message of the decision to accept or reject the request, with an explanation of the reasons. Sixth: Refund Mechanisms Refundable amounts are returned according to the following mechanism, in accordance with Article (Twenty-Two) of the E-Commerce Law: Credit Cards and Mada: The amount is refunded to the card used in the payment process. The amount appears in the Customer's account within (5) to (14) business days according to the procedures of the issuing bank. Bank Transfer: The amount is transferred to the bank account provided by the Customer within a period not exceeding (15) business days from the date of approval of the return request. Electronic Payment Wallets (Apple Pay / STC Pay and others): Refund is made to the wallet used according to the service provider's policy. Electronic Wallet Balance on the Platform: The Customer may choose to transfer the refunded amount to a balance in their account on the Platform for use in subsequent services. This is done within (24) hours. Note: Any fees or commissions deducted by electronic payment companies on the original transaction may be deducted from the refund amount, in accordance with their contracts. Seventh: Service Modification or Replacement If the Customer wishes to modify the scope of the service or replace it with another service: Before Commencement of Execution: Modification or replacement may be made without any additional fees, with adjustment of price differences, if any. After Commencement of Execution: Modification or replacement is subject to the discretion of the work team and may entail additional fees calculated based on what has been completed of the original service. Service Upgrade: The Customer may, at any time, upgrade their service to a higher package by paying only the difference. Eighth: Cancellation of Recurring Subscriptions For services with recurring subscriptions (monthly / annual): The Customer has the right to cancel the subscription at any time through their control panel or by contacting Customer Service. The subscription remains in effect until the end of the paid period and will not be automatically renewed thereafter. The amount paid for the current period is non-refundable, unless the service terms stipulate otherwise. The Customer is responsible for taking a backup of their data before the subscription expires. The company is not responsible for any data loss after thirty (30) days from the expiry of the subscription period. Ninth: Mutual Obligations Neweb's Obligations: Processing return requests within the legally prescribed periods. Notifying the Customer of the status of their request at every stage. Maintaining the confidentiality of Customer data during request processing. Providing customer service throughout official working days. Customer's Obligations: Providing accurate data and complete documents. Adhering to the prescribed periods for submitting return requests. Cooperating with the support team and providing the required information. Refraining from submitting malicious or fraudulent return requests. Tenth: Exceptional Cases and Force Majeure The company shall not be liable for any delay or breach of its obligations due to force majeure, such as natural disasters, political unrest, internet outages, cyberattacks, and government decisions. In such cases, the Customer will be contacted to find appropriate solutions. Eleventh: Complaints and Dispute Resolution If the Customer is dissatisfied with the company's decision regarding the return request, they have the right to escalate the complaint through the following channels: Contact the company's customer service department via email at complaints@neweb.sa. File a complaint with the Ministry of Commerce through the "Commercial Complaint" platform or the unified number (1900). Resort to the competent judicial authorities in the Kingdom of Saudi Arabia. Twelfth: Amendment of the Return Policy Neweb reserves the right to amend this Policy from time to time in accordance with legislative or operational changes. The updated version will be published on the Platform, and the amendment shall take effect from the date of publication. The Customer's continued use of the services after the publication of amendments constitutes their consent to them. Note: Requests submitted before the date of publication of amendments are subject to the provisions in effect at the time of submission of the request. Thirteenth: Applicable Law and Dispute Resolution This Policy is subject to and shall be interpreted in accordance with the laws of the Kingdom of Saudi Arabia. The competent judicial authorities in the Kingdom shall have jurisdiction to consider any dispute arising from its application or interpretation. Fourteenth: Contact Us For any inquiry related to this Policy or refund requests, please contact us via: Email: info@neweb.com WhatsApp: 0556686856 Working Hours: Sunday to Thursday, from 9 AM to 9 PM (Makkah Al-Mukarramah time)