Returns, refunds & cancellation

What this policy covers

This policy concerns payments for Qaema’s digital subscription service. There is no physical item to return, and Qaema does not currently sell paid setup, QR stands or other hardware through this website. Restaurant food, delivery and POS-order returns must be raised with the selling venue under its own policy and applicable law.

No-refund policy

Subscription payments are non-refundable, except where a refund is required by applicable law. No refunds or credits are offered for a change of mind, cancellation or unused subscription time.

Stopping or changing your subscription

Subscriptions are annual and renew only when you make another payment. You can stop future renewal by not purchasing the next year. Existing paid access normally continues until the expiry shown in Billing. Closing your account earlier and asking for a refund are separate requests.

Cancellation, downgrading or closing an account does not entitle you to a refund or credit for the remaining annual fee, except where required by law.

Billing errors and mandatory rights

Contact us about duplicate or incorrect charges, a paid plan that was not activated, or a material failure to provide the purchased service. Include enough detail to identify the payment and explain the problem. We may first offer to correct the issue, without restricting a refund right that applies.

Where Saudi consumer cancellation rules apply, an unused service may qualify for cancellation within seven days of contracting, subject to legal conditions and exceptions. Applicable rights may also arise from a delay exceeding fifteen days from the agreed delivery or performance date, subject to the law’s conditions. Business subscription eligibility and use of the service matter; the period is not a blanket satisfaction guarantee.

How to make a request

Use the operator email in the policy enquiries section below. Include your account email, invoice or payment reference, payment date, amount and reason. Never send a password, full card number, card security code or one-time bank code.

A request is not a confirmation that a refund has been approved. We will communicate the outcome and, where a refund is due, the amount and handling details. Approved refunds are returned through the original payment method where supported, or another method agreed with you and permitted by law. Bank processing time can vary; mandatory deadlines still apply.

Plan access and restaurant orders

If a refund is approved, we will explain any corresponding change to paid access. Keep copies of records you need. A cancelled subscription does not cancel an order placed with a restaurant. For a restaurant purchase, use the venue’s contact details and order reference.

Your rights

Nothing in this policy limits statutory consumer remedies, correction of an erroneous charge, or the right to raise a complaint with the competent authority. Read this policy together with the Terms & conditions and Privacy policy.