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Refund & Cancellation Policy

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This policy explains when you can cancel your subscription to Touch Creative services provided by Lamsat Mubdea Est. (مؤسسة لمسة مبدع), when you are entitled to a refund, and how and when it reaches you. It forms part of our Terms and Conditions, is shown to you before you pay, and does not affect any right you have under the E-Commerce Law or other applicable laws.

1. Business and contact details

  • Legal entity: Lamsat Mubdea Est. (مؤسسة لمسة مبدع), trading under the brand “Touch Creative”.
  • Commercial Registration (CR) number: 2050156244 (Unified National Number 7028416522).
  • VAT registration number: 311237477500003.
  • National address: Building 7720, Al Dammam 987 Street, Additional No. 4412, Ath Thuqbah, Postal Code 34642 (short address EEJA7720), Kingdom of Saudi Arabia.
  • Email: info@touchcreativesa.com.
  • Phone and WhatsApp: 0552931850 (+966 55 293 1850).
  • Website: touchcreativesa.com.

2. Nature of the service

Our services are digital subscriptions to cloud systems (an official WhatsApp Business inbox and a CRM). There are no physical products to ship or return, so a “return” here means cancelling the subscription and refunding any amount due.

3. Demo and trial

A demo is free, and a trial period, if offered, is free and ends automatically, so nothing is charged and nothing needs refunding. We recommend trying the system in a demo before subscribing.

4. Cancelling within 7 days, before using the service

You may cancel a new subscription within 7 days of the contract date for a full refund, provided you have not benefited from the service: no user has logged in to use the System, no WhatsApp number has been connected, and no data has been imported and no messages or campaigns sent.

The same applies to auto-renewal: if your subscription renews and you did not want it to, you may ask to cancel the renewal for a full refund within 7 days of the charge, provided the System has not been used since the renewal date.

Once the System has been activated and used, cancelling with a refund simply because of a change of mind is not available, consistent with Article 13 of the E-Commerce Law, which limits the right to rescind to cases where the consumer has not benefited from the service.

5. Cancelling before renewal

  • You can cancel at any time by contacting us by email or WhatsApp, or from inside the System where that option is available.
  • Cancelling stops auto-renewal, and your System keeps working until the end of the paid period.
  • The unused part of the current period is not refunded when you cancel mid-period, except in the cases in the next section.
  • To avoid being charged, your cancellation must reach us at least one business day before the renewal date. If it reached us in time and you were still charged, you receive a full refund.

6. When you are entitled to a refund

  • Cancelling within 7 days before using the service, as above: full refund.
  • Activation delayed for reasons attributable to us by more than 15 days from the contract date: full refund, under Article 14 of the E-Commerce Law.
  • Service failure attributable to us: if the core service is completely unavailable for more than 72 consecutive hours and we have not fixed it, you may choose a free extension equal to the downtime or a refund of the amount corresponding to the downtime; or, if outages recur or continue so that the service is unusable, end the subscription and receive a refund for the remaining period.
  • Duplicate or incorrect charges, or a charge after a cancellation that reached us in time: full refund of the excess.
  • Any other case where the law requires a refund.

7. When a refund is not available

  • Consumed subscription periods, and the remaining part of a period cancelled after the service has been used, except in the cases above.
  • WhatsApp message fees you pay directly to Meta; they are not paid to us, and refund requests for them follow Meta’s policies.
  • Suspension for breach of our Terms or of Meta’s policies, or Meta restricting or disabling the Subscriber’s number because of how it was used.
  • Setup or custom development carried out at your request, once delivered, unless it is defective or does not meet the agreed specification.
  • Non-use or a change of mind after the System has been activated and used.

8. Upgrades and downgrades

When you upgrade, the new features are available immediately and the difference is charged pro rata for the remaining period. A downgrade takes effect from the start of the next renewal period, and the difference for the current period is not refunded.

9. How to request a cancellation or refund

Send your request to info@touchcreativesa.com or WhatsApp 0552931850 (+966 55 293 1850), including:

  • Your business name and System subdomain.
  • The invoice number, payment date and payment method.
  • What you are asking for (cancel renewal, or refund) and why.

We acknowledge your request within 2 business days and give you our decision within 7 business days at most of receiving the complete request. If we decline, we explain why in writing.

10. How and when refunds are paid

  • Refunds go only to the original payment method, and we do not deduct any administrative fee from the refunded amount.
  • mada, Visa, Mastercard and Apple Pay: we issue the refund through the payment gateway within 3 business days of approval. It usually appears in your account within 5 to 14 business days depending on the card-issuing bank; that period is subject to the bank’s own processing.
  • Tabby and Tamara: the refund is processed through the instalment provider. For a full refund, remaining instalments are cancelled and paid instalments are returned; for a partial refund, the amount is deducted from remaining instalments or returned to you, under the provider’s terms and timelines. You can follow the refund status in the provider’s app.
  • We issue an electronic credit note for the refunded amount in line with ZATCA requirements.

11. End of subscription, data export and deletion

  • When a subscription ends or is cancelled, access to the System stops and your data is kept for 30 days, during which you can ask us to export it (for example as Excel or CSV) or renew and continue working with it.
  • After that 30-day window, we delete your System data from live systems within 30 days, and backups are overwritten automatically within 90 days at most.
  • You can ask us to delete your data immediately before these periods end; deletion is then final and cannot be undone.
  • We keep only what the law requires us to retain, such as invoices and accounting records.
  • If the service is suspended for non-payment, the same periods apply from the suspension date.

12. Chargebacks

Please contact us before raising a dispute with your bank or payment provider; we can usually resolve your request faster. Disputes that are raised are handled under the card networks’ rules and the payment provider’s procedures.

13. Contact

For any question about this policy: email info@touchcreativesa.com, or phone and WhatsApp 0552931850 (+966 55 293 1850).