Contents
Hetaf is prepaid: you top up credits in Saudi riyals and they are drawn down as you use the service. This policy explains your cancellation and refund rights and is designed to align with the E-Commerce Law and its Implementing Regulation.
1How billing works
- One credit equals one Saudi riyal. You buy credits through top-ups on the billing page, or automatically if you turn on automatic top-up.
- VAT at 15% is added to the top-up amount, the total is shown before you pay, and a tax invoice is issued for each top-up.
- There is no minimum term and no cancellation fee, and you can turn off automatic top-up at any time.
2The 7-day cancellation right
If you are a consumer, the E-Commerce Law entitles you to cancel a top-up within 7 days of payment, provided you have not used any of its credits. We refund the full amount, including VAT, to the same payment method.
Because credits are used as soon as the service is delivered, this right no longer covers the part you have used; the next section still applies.
3Refunds of unused credits
- You can ask for a refund of unused paid credits from a top-up, and we review every request. A refund never exceeds that top-up's net amount, and the matching VAT is returned with it.
- Credits already spent on service that was delivered are not refundable.
- Free and promotional credits have no cash value and are not refundable.
- The money goes back to the card that paid, the refunded credits are removed from your balance, and you receive a credit note.
4Errors and incomplete payments
- If you were charged in error or twice, we correct it and return the extra amount.
- If you paid and the credits were not added, we review the payment by hand and then add the credits or return the money.
- If we close your account where you have not broken the terms, or you close it because you do not accept a significant change to the terms, we refund unused paid credits.
5How to ask
Email support@hetaf.ai from the address registered on your account, with the account name, the invoice number or top-up date, and the reason. We acknowledge the request and tell you the outcome. Once approved we send the refund to the payment provider; how long it takes to appear on your statement depends on your card issuer.
If you are a consumer and your complaint is not resolved, you can raise it with the Ministry of Commerce. See also the terms of service.
This document is published in Arabic and English. If the two versions differ, the Arabic version governs.
Contact: support@hetaf.ai · karan@hetaf.ai