Refund Policy
Evntous Effective date: [Insert Effective Date] Version: 0.1 This document is a business-ready draft tailored to the Evntous marketplace flow and should be reviewed by local counsel before publication. 1. Purpose This Refund Policy explains how cancellations, credits, refunds, and related payment adjustments are handled on Evntous. Because Evntous may process bookings involving multiple vendors, venues, service packages, deposits, add-ons, and staged payments, refund outcomes may differ across each vendor-specific booking component. 2. Important Principle A refund decision depends on the service type, the applicable vendor policy, the timing of cancellation, the payment status, the fulfillment stage, the reason for the request, and any mandatory rights under applicable law. A refund is not automatically guaranteed merely because a booking is cancelled. 3. Scope Customer-initiated cancellations before vendor confirmation. Customer-initiated cancellations after vendor confirmation. Vendor-initiated cancellations or inability to fulfill. Booking expiry due to missed payment deadlines. Duplicate, erroneous, failed, or unauthorized charges. Partial refunds, wallet credits, promotional credits, and payment reversals. Multi-vendor or multi-service bookings where components are paid and cancelled separately. 4. Non-Payment and Expired Requests If a booking or vendor-specific booking is not paid within the displayed payment window, Evntous may cancel the pending request automatically. Where no successful payment was captured, no refund is due because no paid amount was received, although the booking record may remain visible for history or audit purposes. If payment is captured after an expiry event due to a technical timing issue, Evntous may either reinstate the eligible booking where feasible or issue a refund or reversal through the original payment route, subject to provider constraints. 5. Customer Cancellation Before Confirmation If the customer cancels before the relevant vendor has confirmed and before payment is captured, no refund is due. If the customer has already paid for a booking that has not yet been confirmed, Evntous may issue a full refund unless a clearly disclosed non-refundable fee applies and such fee is lawful. Promotional discounts or coupon values used on a cancelled booking may be restored, forfeited, or reissued according to the promotion rules. 6. Customer Cancellation After Confirmation Once a vendor has confirmed a booking, cancellation outcomes depend on the vendor’s disclosed cancellation terms, the lead time before the event, whether preparation has begun, whether products or services are custom or time-sensitive, and any mandatory rights under law. Some services may be fully refundable within an early cancellation window, partially refundable after that window, or non-refundable once the service is materially prepared, reserved, or customized. If only part of a booking is cancelled, Evntous may calculate the refund at line-item level rather than for the entire event. 7. Vendor Cancellation or Non-Performance If a vendor cancels a confirmed and paid booking, materially fails to deliver the booked service, or is suspended before fulfillment, the customer may be eligible for a full or partial refund depending on what portion of the service was not delivered. Evntous may also offer replacement options, rebooking, wallet credit, or another commercially reasonable remedy. Acceptance of a replacement or credit may affect cash refund eligibility where clearly agreed. If part of the service was delivered and part was not, the refund may be prorated. 8. Deposits, Installments, and Staged Payments Where a booking supports deposits or staged payments, each paid amount may have its own refund treatment. A deposit may be non-refundable if it secures availability and this was disclosed clearly before payment, except where mandatory law requires otherwise. Failure to complete a later installment may result in cancellation of the booking and may affect the refundability of prior payments according to the disclosed booking terms and applicable law. 9. Add-Ons, Custom Items, and Time-Sensitive Services Custom, personalized, made-to-order, or time-blocking services may be non-refundable or only partially refundable after confirmation because they reserve vendor capacity or incur preparation costs. Perishable, hygiene-sensitive, or other legally restricted return categories are not eligible for refund where lawfully excluded and properly disclosed. 10. Duplicate, Failed, or Unauthorized Payments If a user is charged more than once for the same booking due to a technical error, Evntous will investigate and, where confirmed, reverse or refund the duplicate amount. If a payment fails or remains pending, the booking may stay unpaid until the provider confirms success. Users should not assume a booking is secured until the platform confirms payment success. Unauthorized transaction claims may require fraud checks, account verification, bank coordination, chargeback review, or additional documentation before a final outcome is determined. 11. Refund Method Refunds are generally returned through the original payment method where technically possible and legally permitted. Where the original route is unavailable or fails, Evntous may use another lawful method such as wallet credit, bank transfer, or another verified payout route. Bank, card scheme, wallet, or installment provider processing times may affect when the refunded amount becomes visible to the customer. 12. Processing Timelines Evntous aims to review refund requests within a commercially reasonable period after receiving sufficient information. Approved refunds are typically submitted to the payment provider promptly, but settlement timing depends on the provider, banking rails, weekends, public holidays, and compliance checks. Where law or an approved marketplace rule requires a faster timeline, Evntous will seek to follow that requirement. 13. How to Request a Refund Users should submit requests through the booking page, support center, or designated contact channel. The request should include the booking number, affected vendor or service, reason for the request, supporting documents or screenshots, and any relevant date or communications. Evntous may request additional evidence before approving or rejecting a refund. 14. Cases Where Refunds May Be Refused or Reduced The booking was cancelled outside the eligible cancellation window. The service was already delivered, partially consumed, materially prepared, or customized for the user. The claim is fraudulent, abusive, duplicative, unsupported, or violates platform policies. The requested amount includes non-refundable fees that were disclosed lawfully before payment. The issue was caused by incorrect information provided by the customer, such as wrong event details, wrong date, inaccessible venue, or inability to contact the customer. 15. Wallet Credits and Promotions Evntous may issue wallet credit, promotional credit, or goodwill credit instead of or alongside a cash refund where clearly stated or agreed. Promotional credit usually has separate validity, scope, and non-transfer rules and may not be redeemable for cash unless required by law. 16. Chargebacks and Payment Disputes If a customer initiates a chargeback or payment dispute through a bank or payment provider, Evntous may suspend related refund processing while the dispute is being reviewed. Users must cooperate with reasonable evidence requests. Duplicate recovery through both a direct refund and a successful chargeback is not permitted. 17. Consumer Rights Nothing in this Refund Policy limits any mandatory consumer rights that apply under the laws of the Kingdom of Saudi Arabia. If applicable law grants a right to cancel, refund, replace, or receive repayment in circumstances broader than this policy, the applicable law will prevail. 18. Contact Evntous Support Team Email: [Insert Refund Support Email] Support address: [Insert Registered Business Address]