1Scope of the policy
This policy applies to all products and services sold through doccb.app. They are digital by nature (software licenses, activation keys, download links, systems set up on the customer's environment) along with supporting services (installation, configuration, training, technical support). It has been drafted in line with the E-Commerce Law, its implementing regulations, and the consumer-protection laws of Saudi Arabia.
2The right of withdrawal
Under the E-Commerce Law, the consumer may withdraw from a purchase within seven (7) days of receiving the product and recover the amount paid, unless the purchase falls under one of the statutory exceptions — including those directly tied to the nature of our products:
- Digital products and software that have been downloaded, whose activation key has been received, or whose license has been activated, since they cannot be returned to their original state.
- Services whose performance began with the customer's approval (such as installation, configuration and training work).
- Products prepared or customized to the customer's specifications.
Accordingly: the right of withdrawal remains available within the statutory period as long as the digital product has not been delivered (no download link or activation key sent, and no system access enabled) and the service has not begun.
3Accepted refund cases after delivery
In the interest of customer satisfaction, and without prejudice to the consumer rights established by law, we accept refund or remediation requests in the following cases even after delivery:
- Non-delivery: if the product or activation key is not delivered within the published period, for reasons not attributable to the customer.
- Material defect: if the product has a material technical defect that prevents using it for its published purpose in an environment meeting the published requirements, and we fail to remedy it within fifteen (15) business days of being notified.
- Material mismatch with the description: if the delivered product differs materially from its published description and specifications on the product page or in the quote.
- Accidental duplicate order: for a mistaken repeat purchase of the same product, before the extra license is used.
4Cases not covered by refunds
- Changing your mind after downloading the product or activating the license, where the product is sound and matches its description.
- Incompatibility of the customer's technical environment with requirements clearly published on the product page before purchase.
- Faults caused by the customer modifying the system or its files, misuse, or third-party interference.
- Services already completed (installation, configuration, training) according to the agreed scope of work.
- Subscription fees for periods already consumed.
5Exchange and upgrade
- Within fourteen (14) days of purchase, the customer may request exchanging the product for another of our products, or upgrading to a higher plan, paying any price difference — subject to the product's nature and whether the original license can be revoked.
- If the replacement product costs less, the difference is credited to the customer for future purchases, unless agreed otherwise.
6How to submit a request
- Contact us at info@mnsah.com or 0550227727 within the periods set out above.
- Provide the order or invoice number, a clear description of the reason, and screenshots or error messages for technical defects.
- For defects, allow our technical team to examine and attempt to fix the issue — technical remediation or replacement is the first option before a cash refund.
- We decide on the request and notify you of the outcome within no more than seven (7) business days of receiving complete information.
7Refunding amounts
- When a refund is approved, the amount is returned by the same payment method used for the purchase, or by bank transfer, within no more than fourteen (14) business days of approval. The time it takes to appear in your account may vary by bank or payment provider.
- The refund includes its share of value-added tax, and a tax credit note is issued per the requirements of the Zakat, Tax and Customs Authority.
- Once a refund is approved, the license in question is revoked and the right to use the product ends.
8Trials and demos
Wherever possible, we provide trial editions or demos of the products before purchase. We encourage customers to use them, and to review the published technical requirements, to confirm the product fits their needs before completing a purchase.
9Dispute resolution
If you are not satisfied with the outcome of your request, you may escalate to the platform's management through the official contact channels, and you retain your statutory rights to file a complaint with the Ministry of Commerce or the competent authorities in Saudi Arabia.
10Contact
- Email: info@mnsah.com
- Phone / WhatsApp: 0550227727
- Address: Riyadh, Saudi Arabia
This policy forms an integral part of the Terms of Use and is applied in a manner consistent with the laws in force in Saudi Arabia; where they conflict, mandatory statutory provisions prevail.
Digital Platform for Information Technology — Riyadh, Saudi Arabia.