Refund policy

01Scope of the policy

It applies to bNOVA system subscriptions (for associations, companies and their branches), setup services and websites, paid by bank transfer or by electronic payment methods.

02Full refunds

• If the client has paid and its account or subscription has not been activated yet: the full amount is refunded on request.
• Within 7 days of the subscription being activated: the full amount is refunded if the client has not started actually using the system (such as entering data or issuing invoices and vouchers) and no setup services have been delivered.
• If an amount was paid twice or more than the invoice value was paid: the duplicate or excess is refunded in full.

03Partial refunds

• If the Company is unable to provide the agreed service for a reason on its side and does not fix it within 15 days of being notified: the client is refunded the amount for the remaining subscription period.
• If the Company terminates the subscription for a reason other than a breach by the client: the amount for the remaining period is refunded.

04Non-refundable

• A subscription after 7 days from its activation or once it has been used; it remains available to the client until the end of the paid term.
• Setup, training, data migration and custom development once delivered.
• Third-party fees paid on the client's behalf, such as domain registration and renewal.
• A subscription suspended or terminated because the client breached the terms and conditions.
• The digital transformation grant discount or any other discount granted, which cannot be exchanged for cash.

05Stopping renewal

The client can stop the renewal of its subscription before the term ends, within the notice period in its contract. The system remains available until the end of the paid term, with no refund for it.

06How to request a refund

1. Send your request from inside the system through “Technical support”, or by email to contact@bnova.sa, with the invoice number and the reason.
2. The Company reviews the request and replies within 5 working days.
3. Once approved, a credit note is issued against the invoice and the amount is refunded within 14 working days.

07How the amount is refunded

• Electronic payments (mada, credit cards or Apple Pay) are refunded to the same payment method; it may take longer to appear in the account depending on the issuing bank.
• Bank transfer payments are refunded by transfer to a bank account in the client's own name.