Refund & Cancellation Policy
We designed this policy to be fair and clear: before you pay, you know when you are entitled to a refund, how, and within what period. It applies to all Jodfay Solutions products and is read together with the Terms & Conditions.
1. Overview
Refunds differ by product type: subscriptions (digital employees and monthly managed plans), digital service packages, and custom projects (automation and website agents). The unifying rule: whatever has not started is refunded in full within the grace period, and whatever has started is charged in proportion to what was completed.
2. The 14-Day Grace Period
You may cancel any order and receive a full refund within 14 days of payment, provided execution has not started. Execution is considered started when: setup and training of a digital employee on your data begins, actual work on a digital service package begins, or the discovery session of a custom project is held and you approve the quotation.
If you request early start of execution within the grace period, the right to a full refund lapses for the part that has started, and remains for what has not.
3. Digital Employee Subscriptions
You can cancel your subscription at any time from the client portal; cancellation takes effect at the end of the current billing cycle: service continues until the end of the paid period, the subscription does not renew afterwards, and the consumed part of the cycle is not refunded.
For yearly subscriptions cancelled before the end of their term, the consumed months are charged at the regular monthly price (without the yearly discount) and the remainder is refunded to your wallet or payment method.
Instead of cancelling, you may pause your subscription for up to 30 days per year at no charge.
4. Digital Service Packages
Before work starts: a full refund. After work starts and before the first draft is delivered: 25% of the package price is deducted for the preparation and planning completed, and the remainder is refunded.
After the first draft is delivered: completed work is charged as a proportion of the package price, with a minimum deduction of 50%. After final delivery is approved or revision rounds are exhausted: no refund is available.
Rush delivery fees (+25%) are non-refundable once work has started on the accelerated schedule.
5. Custom Projects: Automation and Website Agents
Custom projects are delivered in milestones approved in the quotation, and payment is tied to them. If you cancel the project: completed and approved milestones are non-refundable; the milestone in progress is charged according to the actual completion percentage documented in a technical report; and amounts paid for milestones not yet started are refunded in full.
If Jodfay materially breaches its obligations in a milestone and does not remedy the breach within 15 business days of written notice, you are entitled to a full refund of that milestone.
Once the project is delivered and approved, the warranty terms agreed in the quotation apply instead of refunds.
6. Agent Managed Plans and Add-ons
Monthly managed plans for agents are treated as subscriptions: cancellation takes effect at the end of the current cycle without refunding the consumed part. One-time add-ons are fully refundable before activation and non-refundable after it; monthly add-ons follow the billing cycle of the subscription they are attached to.
7. Non-Refundable Amounts
The following amounts are non-refundable in all cases:
- Setup fees once setup work has actually started
- The consumed period of any subscription
- Completed and approved milestones of custom projects
- Rush delivery fees after work starts on the accelerated schedule
- VAT on the non-refunded portion (VAT is refunded only in proportion to the refunded amount)
8. Refund Method and Timeline
Once a refund request is approved, you choose between: (a) crediting the amount to your platform wallet instantly for use on any future service, or (b) returning it to the original payment method within 5 to 14 business days depending on your bank or payment provider's procedures.
Every refund is accompanied by a tax credit note compliant with ZATCA requirements.
9. How to Request a Refund
Submit your request from the client portal by opening a "Billing & refunds" ticket, or email billing@jodfay.com from your registered address, stating the order or invoice number and the reason. We respond to refund requests within a maximum of 3 business days with an approval or clarification.
10. Escalation and Disputes
If you are not satisfied with the outcome, you may escalate within the same ticket to the customer experience management; an officer independent from the team that made the first decision will review it within 5 business days. Your right to resort to the competent authorities in the Kingdom under the Terms & Conditions remains unaffected.
11. Changes to This Policy
We may update this policy from time to time; the updated version is published on this page with its date. Each order is governed by the version of the policy in force at the time payment was completed.
12. Contact
For any refund or billing inquiry: billing@jodfay.com or the Contact Us page. Headquarters: Riyadh, Saudi Arabia.