1. Scope
This policy governs cancellation and refund requests for amounts paid for Tazawur services. Processing depends on the payment status, use of the service, and available evidence.
2. Cases eligible for review
A refund review may be requested when:
- The same order was paid more than once. - The amount charged does not match the order. - The service could not be used because of a material defect or service outage attributable to Tazawur. - Tazawur cancelled the service before it was used. - The request is submitted within seven days of payment, provided that the service, invitations, guest registration, and associated benefits have not been used. - A refund is otherwise required under applicable law.
Partial use does not prevent review of a duplicated payment, material defect, or service outage, but any refund may be limited to the eligible portion.
3. Cases generally not eligible
A request is generally not eligible when:
- The service was used or invitations were sent and the client later changed their mind without a material defect or service outage. - The issue resulted from incorrect information or content entered by the client or partner. - The event ended or the seats or digital benefits were consumed. - The service could not be provided because the user breached the terms or applicable law.
This does not limit any right that cannot legally be excluded.
4. Submitting a request
A refund request must be submitted to support or administration with the order number, reason, and information required for verification. Additional information or evidence may be requested.
Receiving a request or accepting it for review does not mean that a refund has been approved or completed.
5. Processing stages
Processing includes verifying the requester, reviewing the order, payment, and service usage, recording the decision and reason, carrying out the available operational cancellation, reversal, or refund process, verifying the outcome, and notifying the client.
The operation may be the cancellation of an incomplete attempt, a reversal before completion, or a refund of a completed payment.
6. Returning funds
Funds are returned to the original payment method where available. If that is not possible, administration determines an appropriate method after verifying the client’s identity and entitlement.
When an order was paid from multiple sources, each portion is returned to its source where possible. A non-cash credit portion returns to that credit and is not automatically converted into cash.
7. Processing time
Approval does not mean that funds have reached the client’s account. After execution begins, the time required depends on the payment provider, bank, and operation type. Tazawur does not guarantee a period outside its control.
8. Effect of a refund
A full refund may result in suspension of the event or associated benefits and invalidation of links that are no longer entitled to operate. A partial refund affects only the related refunded service.
Partner commissions, rewards, and entitlements arising from the refunded amount may be corrected or reversed.
9. Appeals
A decision may be challenged through the available support channels by providing the order number and additional evidence. Submitting an appeal does not by itself change the previous decision.