Refund & Cancellation Policy

Last updated: October 3, 2026

This is a translation provided for convenience. In case of any discrepancy, the Arabic version is the reference.

This policy governs the refund of amounts paid to Abeely. The only amount Abeely collects is the acceptance commission owed by the provider — 5% of the transaction value; see pricing. Use of the platform is entirely free for customers: posting a request and receiving offers cost nothing, so no payment concerns them at all and there is nothing for Abeely to refund them.

1. No commitment before acceptance

There is no subscription on Abeely and no recurring fee, so there is no commitment for you to cancel. Creating a business and submitting offers are always free, and nothing falls due until a customer accepts your offer. If no offer of yours is ever accepted, you never pay anything.

2. Disputing a commission entry

If commission is recorded against you for a transaction that was not carried out, or that was completed for less than the recorded amount, dispute it from inside the app: open the claim account, then the entry, then “dispute”, and pick a reason. The built-in reasons are: I never carried out this request · the customer cancelled before performance · the customer could not be reached · we agreed to cancel · it was only partly performed · it was completed at a price other than the recorded one · another reason. For the partly performed and different price reasons, you enter the amount the customer actually paid. A disputed amount does not enter the claim until it is decided.

We review the dispute and respond within five business days of the information being complete. If it holds, the entry is cancelled in full or recalculated on the amount actually paid — and anything paid above that is returned to the same payment method with no further request from you. Anything paid by bank transfer is returned by transfer to the account the payment came from.

3. When no refund is due

No refund is due on commission for a transaction where your offer was accepted and performance in fact took place, because the service it paid for — bringing the request to you and letting you win it — has been performed in full. Your statutory right under the E-Commerce Law remains in the cases the law provides for.

4. Cases where a refund is always due

Regardless of the above:

• An entry for a transaction shown not to have been carried out: cancelled in full, and refunded if already paid.
• A single payment charged twice: the duplicate charge is refunded in full as soon as it is confirmed.
• An entry calculated on the wrong transaction value: the figure is corrected and the difference refunded.
• A material outage attributable to us that prevented a transaction from being carried out: its commission is cancelled, or refunded if already collected.
• An automatic charge without authorisation: if we offer automatic payment and you are charged an amount you did not authorise, after you withdrew your authorisation, before it fell due and its objection period ended, or while it was under dispute, it is refunded in full to the same payment method as soon as this is verified, without any further request from you.

5. Your transactions with the other party

Abeely is not a party to any deal between a customer and a business, and its price never passes through the platform. Returning goods or services you agreed on with the other party — and refunding their price — is governed by your agreement and by the laws of Saudi Arabia, including the E-Commerce Law, not by this policy. Keeping the agreement and its details recorded in the request and its offer inside the platform preserves it for both parties.

6. How a refund reaches you

1. Dispute the entry from inside the app — whether it is still open or already paid — that is the fastest and most accurate route. If your dispute of a paid entry is upheld, we start returning the amount with no further request.
2. For a charge that does not appear in “Commissions” — a duplicate or one you do not recognise — send the transaction number and the payment date through the contact channels in clause 7. We reply within two business days at most.
3. The refund is issued from the payment gateway directly to the same payment method, starts within two business days, appears in your account within 7 to 14 business days depending on your card issuer, and stays visible in “Commissions” until it completes. Anything paid by bank transfer is returned by transfer to the account the payment came from: we start it within two business days, contact you if we need that account’s IBAN, and it stays visible in “Commissions” until it completes.

7. Contact

• Email: support@abeely.app

Full provider details are in the Terms of Service (section 13).

8. Where this policy sits

This policy is part of the terms of use (clause 8 there) and is read with them, and it is governed by the laws of the Kingdom of Saudi Arabia. If we make a material change to it, we will alert you to it when you open the app so you can confirm you have read it. See also the privacy policy and the marketing services agreement clause in the terms.