Cancellation Policy
This Policy governs the amendment and cancellation of bookings and the refund of amounts relating to services booked through the Rixa Platform.
The Service Provider’s cancellation terms, as displayed to the User before the booking is confirmed, form part of this Policy and may not derogate from the mandatory rights granted to the consumer under the laws of the Kingdom of Saudi Arabia.
Free Cancellation Period
Each Service Provider shall determine the free cancellation period applicable to its services, which shall be clearly displayed to the User before the booking is confirmed.
The User shall be entitled to cancel the booking and receive a full refund of the amount paid if the cancellation is made during the free cancellation period, unless the service falls within a category excluded by law, provided that this is stated before the booking is made.
Subject to statutory exceptions, the consumer shall have the right to terminate the service contract within the seven days following the date of contracting, provided that the consumer has not benefited from the service or obtained any benefit from it. The consumer shall bear any costs arising from the termination, unless otherwise agreed.
Cancellation After the Expiry of the Free Period
If the booking is cancelled after the expiry of the free cancellation period, a cancellation fee may apply, part of the amount may be deducted, or the amount may not be refunded, in accordance with the terms displayed to and accepted by the User before the booking was confirmed.
No fee may be imposed or amount withheld unless it was clearly disclosed before the booking, or in a manner that contravenes the statutory rights of the consumer.
Appointment Amendment
The User may request an amendment to the appointment through the Platform, subject to the available appointments and the Service Provider’s policy.
A late amendment may be treated as a late cancellation if this was stated before the booking was confirmed.
If the amendment results in a price difference:
- The User shall pay the difference if the new booking is priced higher.
- The difference shall be refunded to the User if the new booking is priced lower.
- The amendment shall not take effect until it has been confirmed through the Platform.
Lateness and Non-Attendance
The User shall attend at the specified time. If the User is late, the Service Provider may, depending on the nature of the service and the remaining time:
- Provide the service during the remaining time.
- Reduce the scope of the service without compromising its safety.
- Propose an alternative appointment.
- Cancel the booking if the service cannot be performed.
The User shall be considered absent if the User does not arrive within the specified grace period announced before the booking.
The User may not be entitled to a refund in the event of lateness or non-attendance if this consequence was clearly stated before the booking was confirmed and is permitted by law.
Cancellation of the Booking by the Service Provider or Rixa
If the Service Provider or Rixa cancels the booking, or the service cannot be performed for a reason not attributable to the User, the User shall be entitled to choose between:
- Accepting a suitable alternative appointment.
- Receiving a full refund of the amount paid for the service that was not performed.
No cancellation fee shall be imposed on the User in this case.
If part of the service cannot be performed, the User shall be refunded the value of the unperformed part, unless the User agrees to a suitable alternative.
The consumer shall also have the right to terminate the contract and recover the amount paid if the performance of the service is delayed for more than fifteen days from the date of contracting or from the agreed appointment, in accordance with the applicable statutory cases and requirements, unless the delay is caused by force majeure.
Cases Eligible for a Refund
The User shall be entitled to a full or partial refund, as applicable, in the following cases:
- Cancellation during the free cancellation period.
- Satisfaction of the conditions of the statutory right of termination.
- Cancellation of the booking by the Service Provider or Rixa.
- Inability to perform the service for a reason not attributable to the User.
- Deduction of a duplicate amount or an amount exceeding the confirmed price.
- Performance of one part of the service without the other part.
- Issuance of the outcome of a complaint or dispute in the User’s favour.
- Any other case in which a refund is required under the applicable laws.
If the User has received the service in full, the User shall not be entitled to a refund merely because the User is dissatisfied with the personal result, without prejudice to the right to object if the service was defective, differed from the agreed description, was performed negligently, or was performed in breach of professional requirements.
Partial Refund
A refund may be partial if:
- Part of the service was performed without the remainder.
- The User used part of a package or multi-service credit.
- Disclosed cancellation fees that are permitted by law were incurred.
The basis for calculating the refunded amount must be explained, and the User may not be charged for a service that was not provided.
Method and Period of Refund
As a general rule, the amount shall be returned to the payment method used for the transaction, unless this is technically impossible or another lawful method is agreed with the User.
After the refund is approved, Rixa shall initiate the refund procedures without unjustified delay. The amount may ordinarily take between 10 and 45 days to appear in the User’s account, depending on the issuing bank, card network, payment provider, working days and public holidays.
The period taken by the bank or payment provider to credit the amount shall not be included in the period taken by Rixa to approve the refund request and initiate the refund.
Vouchers, Offers and Instalments
If the booking is paid for using a voucher or promotional code:
- The portion paid in cash shall be returned to the original payment method.
- The voucher or its value shall be restored in accordance with the terms and validity period of the offer.
- Free or promotional vouchers shall not be converted into cash unless otherwise provided by the offer or applicable law.
If payment is made through an instalment or deferred-payment provider, the refund shall be processed through that provider in accordance with its procedures, and the User shall remain responsible for following up on the instalments until the provider confirms that they have been amended or cancelled.
Request for Cancellation or Refund
The User may submit a request through:
- The cancellation or support feature within the application: Profile → Feedback.
- Email: care@rixa.app
- Telephone: +966554867052
The User must provide Rixa with the booking number, the reason for the request and any supporting documents where required.
Rixa shall review the request, communicate with the Service Provider or payment provider, and inform the User of the outcome of the request and the reason for rejection if it is not accepted.
Objections and Complaints
The User may object to a cancellation or refund decision through the communication channels stated above, setting out the reasons for the objection and attaching any supporting evidence.
Rixa shall review the complaint within a reasonable period, without prejudice to the User’s right to submit a report or complaint to the competent authorities in the Kingdom of Saudi Arabia.
General Provisions
- This Policy shall not affect any right that may not be waived or restricted by law.
- In the event of any conflict between this Policy and any mandatory statutory provision, the statutory provision shall apply.
- This Policy forms an integral part of the terms and conditions applicable to the Rixa Platform.
- This Policy shall be governed by the laws applicable in the Kingdom of Saudi Arabia.