Refund & Cancellation Policy

Sa'adah aims to provide a transparent and fair booking experience for all parties. This policy sets out the refund and cancellation framework applicable on the platform.

This policy operates on two levels:

• Platform policy: The minimum rights guaranteed to every buyer, regardless of the organizer's own policy.
• Organizer policy: Organizers may apply a more generous policy (longer refund window, partial refund, exchange option), provided it is no less favourable than the platform baseline and is disclosed clearly before booking is completed.

Every organizer on Sa'adah is required to:

• Display their refund policy clearly on the event booking page before purchase is completed.
• Honour their stated policy for all eligible requests.
• Comply with the platform baseline set out in this policy, even if their own policy is more restrictive.

Where a conflict exists between an organizer's policy and this platform policy, the platform policy prevails unless the organizer's policy is more favourable to the buyer.

Regardless of the organizer's policy, Sa'adah guarantees a full refund in the following circumstances:

• The organizer cancels the event for any reason.
• A material change to the date or venue occurs without the buyer's explicit consent.
• A documented technical error in the purchase process resulted in an unintended or duplicate booking.

For voluntary cancellations by the buyer, the organizer's stated policy applies within the following minimum limits:

• A refund may be requested if the request is submitted at least 48 hours before the event starts.
• No refund is available for requests submitted less than 48 hours before the event (except in cases of organizer cancellation).
• No refund is available for no-shows without prior notice.
• Events advertised with a clear "no refund" policy at time of booking are subject to that policy.

For eligible refunds:

• Base ticket price: Refunded in full for eligible refund cases.
• VAT: Refunded proportionally to the amount refunded, at the applicable rate for the event country.
• Service fee (8%): Refundable in the case of organizer-initiated cancellation or a documented technical error. For voluntary buyer cancellations, the service fee is non-refundable.
• Payment processing fees: Any bank or gateway processing fees charged by third parties may not be recoverable; these depend on your bank or payment provider's policy, not Sa'adah's.

To submit a refund request:

1. Sign in to your Sa'adah account.
2. Go to "My orders" from your account menu and select the relevant order.
3. Tap "Request refund" and select a reason.
4. You will receive a confirmation email within 24 hours informing you of your request status.

If you are unable to submit the request via your account, contact our support team at support@saadah.com quoting your order number.

Once a refund is approved:

• Funds are returned to the original payment method used at the time of purchase.
• The amount typically appears in your account within 3–5 business days after we process the refund, depending on your bank or payment provider's processing times.
• For automatic refunds (such as organizer cancellations), processing begins within 24 hours of the cancellation being confirmed.

Refunds cannot be issued in a currency different from the original transaction currency.

If an event is entirely cancelled by the organizer:

• Sa'adah automatically initiates full refunds of all amounts paid (base ticket price + service fee + VAT) for all ticket holders, with no action required from buyers.
• An email notification is sent to all buyers as soon as refund processing begins.

If an event is postponed to a new date:

• Buyers are notified of the new date.
• Buyers who do not accept the postponement have the right to request a full refund within no fewer than 7 days of the postponement announcement.

Exchange and session-change options are not uniformly available across all events; they depend on the organizer's decision and event configuration:

• Organizers managing multi-session events may enable a session-change option from their event management page.
• Where the option is available, buyers can change their session via "My orders" subject to the organizer's stated conditions.
• Any price difference (if applicable) will be charged or refunded at the point of exchange.

Contact our support team via the Contact page if you need assistance with a session change.

If you believe there has been an unauthorised transaction or a billing error, please contact Sa'adah's support team first, before raising a dispute with your bank.

If a chargeback is submitted directly with your bank:

• Acceptance of the chargeback will suspend any pending refund requests linked to the same transaction.
• Sa'adah will cooperate with the payment gateway and card-scheme authorities to provide transaction documentation.
• Frivolous or unfounded chargeback claims may result in account restrictions or suspension.

For any queries relating to this policy or to submit a specific refund request, contact us at: support@saadah.com or via the Contact page.