Refund & Cancellation Policy
This policy explains your statutory right to withdraw, how to cancel a subscription, when money is refunded, how it is paid back, and how long that takes. It forms part of our terms and conditions.
Last updated: 21 September 2026
The short version
You have seven days from the date of contracting to withdraw and receive a full refund, provided you have not yet started using the service. Once your account has been activated and used, that particular right falls away — but you can still cancel at any time, and you will simply not be charged again at the next renewal. Refunds go back to the card or account you paid from.
Your seven-day right of withdrawal
Under Article 13 of the Saudi E-Commerce Law, you may terminate the contract within seven days. For a service such as Tsleem, those seven days run from the date of contracting — that is, the date we confirm your subscription — and not from any later date.
The right applies provided you have not benefited from the service. In practice we treat the right as still available to you until the first of these happens:
- your administrator signs in to the web application or the mobile app for the first time;
- any user account beyond the administrator is created;
- any operational data is created or imported — a checklist template, a work order, an asset, or a completed inspection.
If none of those has happened and you are within seven days, you get a full refund of everything you have paid, including VAT.
We will always tell you where you stand. If you ask to withdraw and we believe the right has lapsed because the service has been used, we will say so and show you what use was made and when. If you disagree, our complaints procedure applies, and you can escalate to the Ministry of Commerce.
Cancelling a subscription
Separately from the withdrawal right above, you may cancel your subscription at any time.
- Email info@tsleemksa.com from the administrator's or billing contact's address, or call +966 50 795 6034. We acknowledge every cancellation in writing.
- Cancellation takes effect at the end of your current paid term. You keep full access until then, and you are not charged again.
- There is no cancellation fee and no notice period. You do not have to explain why.
- Part-used periods are not refunded on an ordinary cancellation, because the service remained available to you throughout. The exceptions are set out under Other situations where we refund below.
- After the subscription ends, you may request an export of your data for 30 days. After that it is deleted in line with our privacy policy.
Other situations where we refund
| Situation | What we do |
|---|---|
| We fail to deliver the service, or a defect prevents you from using it and we cannot fix it in a reasonable time | Full refund of the unused part of the term, or of the whole term if you never usefully had the service |
| You were charged in error — a duplicate payment, the wrong plan, or an amount that does not match what we quoted | Full refund of the difference, without argument |
| We change these terms or raise the price and you do not accept it | You may cancel before the change takes effect; if it has already been billed, we refund the affected period pro rata |
| We terminate your subscription for a reason that is not your breach | Pro-rata refund of the unused part of the term |
What is not refunded
- Periods of a subscription term that have already elapsed, where the service was available to you.
- Metered usage you have already consumed — currently AI photo checks above your plan allowance — because the cost is incurred at the moment of use.
- Custom development, data migration, integration or training work that has already been carried out, where it was quoted and agreed separately.
- Subscriptions terminated by us because of a serious breach of the terms and conditions.
How a refund is paid, and when
- Refunds are always returned to the original payment method — the same card or the same bank account the payment came from. We cannot redirect a refund to a different card, account or person.
- Refunds are made in Saudi Riyals (SAR), the currency you were charged in.
- We approve or decline a refund request within 5 working days of receiving it, and tell you which.
- Once approved, we issue the refund within 14 days. A credit note is issued for the VAT at the same time.
- Your bank or card issuer may take a further 5 to 10 working days to show the money in your account. That part is outside our control.
How to request a refund
- Email info@tsleemksa.com with the word "Refund" in the subject line, from the administrator's or billing contact's address.
- Include your organisation name, the invoice number, and briefly why you are asking.
- We reply within 5 working days with a decision and, if approved, the date the refund will be issued.
If you are not satisfied
Our complaints procedure, including how quickly we respond, is on the contact page. If we cannot resolve matters between us, you may raise the matter with the Ministry of Commerce in the Kingdom of Saudi Arabia.
Nothing in this policy removes any right you have under the Saudi E-Commerce Law or any other applicable Saudi law. Where this policy and the law differ, the law prevails.