Refund Policy

Moyasar Financial Company · Licensed by the Saudi Central Bank

1. What this policy covers

This policy explains when Moyasar refunds the fees it charges you for onboarding and account setup. All fees are inclusive of VAT.

This policy does not cover refunds of payment transactions processed for your customers.

2. When we refund

Situation	Refund
Moyasar declines your application following its internal assessment, the decision is not related to supporting documents, and your account has not been activated.	100%
Moyasar declines your application because you did not provide the required supporting documents, or declined to provide them.	30% of the total amount including VAT

The percentage is calculated on the total amount including VAT, and the VAT element is refunded in the same proportion. We issue a tax credit note referencing the original tax invoice.

3. When we do not refund

No refund is made in any case not listed in section 2. In particular:

Where your account has been activated, no refund is made — whether or not any transaction has been processed through it.
Where the onboarding process has been misused — including where the information you provided was intentionally false or misleading — the entire amount is non-refundable, and no part of it will be returned.

4. How to request a refund

Send your application reference number and proof of payment to Moyasar by email. We will review your request within three business days and tell you the outcome and the reason for it.

5. When you will receive it

Type of refund	Timeframe
Ordinary refunds	3 to 14 business days from approval
Refunds arising from an investigation of an error or a complaint	Within seven days of the investigation concluding

Refunds are returned to the original payment method. If we cannot meet a stated period, we will tell you when to expect the funds and why they are delayed.

6. Your rights are not limited by this policy

Nothing in this policy limits any right to a refund given to you by the laws of the Kingdom of Saudi Arabia or by the regulations, rules and instructions of the Saudi Central Bank. Where this policy and those requirements differ, those requirements prevail.

7. Complaints

If you are dissatisfied with a refund decision, you may submit a complaint to Moyasar. We will acknowledge it, give you a reference number, and respond within the periods required by the Saudi Central Bank. If you remain dissatisfied, you may escalate the matter to the Saudi Central Bank.