Refund & Cancellation Policy

This Refund & Cancellation Policy (“Policy”) sets out your rights and our obligations when an appointment is cancelled or a refund is requested for amounts paid to Kashf Platform (Demo) (commercial registration to be issued after licensing — “Kashf”) through kashf.com.sa or the Kashf app. It forms part of our Terms and Conditions and applies to all payments in Saudi Riyals, whether made by mada, Apple Pay, credit card or cash to the technician.

1. What you pay and when

Amount	When	For
Fixed inspection fee	At booking, online (or to the technician on the visit if you chose pay-on-service)	Technician dispatch, electronic on-site inspection, technical report and written quote
Supplementary invoice	After inspection and after you accept the quote in writing or by documented verbal approval	The agreed repair or insulation works

The inspection fee is displayed clearly in the request form before confirmation, including whether VAT is included. There are no hidden charges.

2. Cancelling an appointment and refunding an inspection fee paid online

• Cancellation 24 hours or more before the appointment: the inspection fee is refunded in full (100%) with no deduction or administrative charge. Time is counted from the scheduled technician dispatch time confirmed to you by message, call or on the request tracking page.
• Cancellation less than 24 hours before the appointment: you may reschedule once free of charge to any available slot within 14 days and your fee is held for you. If you prefer to cancel outright instead of rescheduling, we may retain up to 50% of the inspection fee for technician allocation and preparation costs and refund the remainder.
• No-show or access impossible for reasons on your side (nobody receives the technician after two call attempts within 20 minutes of arrival): the visit is deemed performed and the full inspection fee is due; however, you may reschedule within 7 days for a reduced travel charge communicated in advance.
• Cancellation by us or inability to perform the visit for any reason attributable to us (no technician available, delay exceeding two hours without your agreement, weather or security conditions): full refund of the inspection fee in all cases, or free rescheduling at your choice.
• If you paid the inspection fee and your city or service type turns out to be unavailable: automatic full refund within two business days, no request needed.

3. After inspection: deduction from the final invoice

• When you accept the quote issued after inspection, the inspection fee you paid is deducted in full from the final invoice, so you never pay it twice; the deduction appears as a separate line on the invoice.
• If you decline the quote, the inspection fee covers the inspection and the report you receive, with no further obligation.
• The supplementary invoice reflects only the works you actually approved. If the scope changes during execution, no item is added without your prior approval.

4. Refunds of the supplementary invoice and workmanship warranty

• Before works start: if you paid the supplementary invoice online and cancel before works begin, it is refunded in full less the cost of any special non-returnable materials purchased with your approval.
• During works: the value of works not performed is refunded based on the technician’s joint report.
• After works: if the service does not achieve what the quote promised (e.g. the same leak persists), we re-inspect and repair free of charge within the warranty period stated on your invoice. If the repair cannot be achieved after two attempts, we refund the value of the affected invoice item.
• Refunds and warranty exclude damage from misuse, third-party intervention or new leaks different from the problem treated.

5. How to cancel or request a refund

1. Contact us via WhatsApp or phone at +966 54 402 7180, email support@kashf.com.sa, or from the request tracking page, quoting your request number and registered mobile number.
2. We acknowledge immediately and notify you of the refund decision within two business days at most.
3. We never ask for bank details for card refunds; the amount is returned automatically to the same payment method used (mada card, credit card or the card linked to Apple Pay) through the payment gateway.

6. Refund timing

• We issue the refund order at the payment gateway within two business days of approval.
• The amount appears in your account within 5 to 14 business days depending on your card-issuing bank; bank processing times are outside our control.
• Amounts paid in cash or via the technician’s POS terminal are refunded by bank transfer to an account in the customer’s name (IBAN requested only then) within 5 business days.
• Refunds are in Saudi Riyals including any VAT collected, and a credit note is issued as required by law.

7. Expired payment links

Online payment links have a validity period shown on the page. If a link expires before payment, nothing is charged and you can request a new link from the same payment page or by contacting us. Any transaction not officially confirmed by the payment gateway is not counted and no fee is due for it.

8. Disputes and chargebacks

We aim to resolve any disagreement quickly and amicably. If you believe an amount was charged in error or not refunded within the stated time, please contact us first and we will provide the gateway’s refund reference. Your right to dispute the charge with your card-issuing bank or to approach the consumer-protection authorities in Saudi Arabia remains unaffected.

9. Changes to this Policy

We may update this Policy from time to time; the date above shows the latest version. The version published when your booking was confirmed applies to that booking.

10. Contact

Kashf Platform (Demo) — “Kashf”
commercial registration to be issued after licensing — Kingdom of Saudi Arabia
Email: support@kashf.com.sa — Phone/WhatsApp: +966 54 402 7180
Website: kashf.com.sa