Refund & Cancellation Policy

1. Legal basis

This policy is based on the E-Commerce Law of the Kingdom of Saudi Arabia and its Implementing Regulation, which exclude several cases from the right of withdrawal (refund). The following apply to our services:

• Contracts where the service has been performed, or performance has begun, with the client's express consent.
• Services or works prepared or designed to the client's own specification, which cannot be reused or sold to another party.

The studies, reports, financial models and manuals we produce are entirely bespoke to each client, contain that organisation's own data and tailored analysis, and cannot be reused for anyone else.

This policy does not diminish any right granted to you under the laws in force in the Kingdom of Saudi Arabia.

2. When does "execution" begin?

Execution is considered to have begun on the earliest of the following:

1. The scope of work and/or contract is signed by both parties and the first payment is made.
2. The first formal working session is held after engagement.
3. The team receives project data and begins analysis or data collection.
4. Any partial deliverable or initial draft is submitted.

3. Cases where a refund is available

a. Cancellation before execution begins

If you request cancellation in writing before execution begins as defined above, the amount paid is refunded in full after deducting any actual bank transfer fees incurred.

b. We are unable to deliver

If we are unable to deliver the service for any reason attributable to us (such as unavailability of specialist capability or a force-majeure operational circumstance), the full amount paid for the undelivered portion is refunded within a maximum of 14 business days.

c. Duplicate payment or accounting error

Any excess or duplicated amount is refunded in full once verified, within a maximum of 10 business days from notification.

d. Partial cancellation in phased projects

In projects divided into phases defined in the scope of work, either party may terminate with prior written notice. In that case the amount due for completed phases and work actually performed is calculated, and any remaining advance payments are refunded.

4. Cases where no refund is available

• The client changes their mind, circumstances or priorities after execution has begun.
• The client is not persuaded by the analysis or recommendation, provided the service was delivered per the agreed scope and to professional standards.
• A financing, regulatory or investment body does not accept the deliverable, since that decision rests with that body under its own criteria and does not constitute a breach on our part.
• Delivery is prevented or delayed because required data was not provided or the client did not respond within the agreed period.
• Advisory sessions that were held, or that the client did not attend without notice at least 24 hours in advance.
• Completed add-on services (translation, presentations, interactive dashboards) after delivery.

5. Our alternative to refunds: a quality guarantee

Instead of refunds we commit to a genuine professional guarantee on our deliverables:

• Free correction: if a material, computational or methodological error is established in a deliverable, we correct it at our own cost with no time limit on the correction itself.
• Two revision rounds: every project includes two rounds of review and revision within the agreed scope at no additional charge.
• Support window: from 7 to 45 days depending on the package, to answer your questions and support your team during rollout.
• Re-execution: if a deliverable fails to meet the requirements written in the scope of work, we re-execute the relevant portion at no charge.

6. How to submit a refund request

1. Send a written request to contact@massar.it.com including your name, organisation, contract or invoice number and date, and the reason for the request.
2. We acknowledge receipt within 3 business days.
3. We review the request against the scope of work and the execution record and issue a reasoned decision within 10 business days.
4. If approved, the amount is transferred to the same bank account it was paid from within 14 business days.

Verbal refund requests, or requests sent through informal channels, are not accepted.

7. Fees and taxes

• On a full refund, the value added tax collected is refunded in accordance with the regulations and a compliant credit note is issued.
• Bank transfer or payment gateway fees are non-refundable, as they are charged by external parties.
• Refunded amounts are not held as credit with the Company unless both parties agree so in writing.

8. Postponement instead of cancellation

If circumstances prevent you from proceeding, the project may — instead of being cancelled — be frozen for up to 90 days while retaining the full amount paid and the agreed scope of work. A freeze request is submitted in writing and requires both parties' approval.

9. Dispute resolution

We seek to resolve any dispute amicably and in good faith within 30 days of written notice. Failing that, the competent judicial authorities in the city of Riyadh, Kingdom of Saudi Arabia, shall have jurisdiction as set out in our Terms of Use.

10. Contact

• Email: contact@massar.it.com
• Phone and WhatsApp: +966 53 610 5087
• Working hours: Sunday – Thursday, 9:00 – 18:00 (Riyadh time)