Legal Document

سياسة الاسترجاع والإلغاء

تُنظم هذه السياسة الأحكام والشروط المتعلقة بإلغاء الاشتراكات واسترداد المبالغ المدفوعة عبر منصة ريلو. نحن نلتزم بالوضوح التام لضمان حقوق كافة الأطراف.

1) Definitions

  • Platform / Realo: Realo service, its tools, control panel, and project pages.
  • Subscription: A paid plan that allows the use of the platform for a specific period (monthly/quarterly/annual).
  • First Subscription: The first successful payment made on your account for the first time.
  • Renewal: A subsequent payment after the previous subscription period ends to continue the service.
  • Refund: Returning a paid amount to the original payment method or an agreed alternative.
  • Partial Refund (if any): Returning part of the amount according to specific conditions.
  • Payment Provider: A third party that processes payments (and may impose fees or restrictions).
  • Chargeback / Bank Dispute: A request from the bank/card company to cancel a payment and return it forcefully.

2) Refund Eligibility (When are you entitled?)

We review refund requests based on subscription type, request timing, account status, and service usage.

2.1 Cases where refund is mostly available
  • Request during the first subscription guarantee period (30 days).
  • Clear and proven billing error (such as duplicate charge for the same invoice).
  • Material failure to provide the service due to an error on our part and not resolved within a reasonable time.
2.2 Cases where refund may be limited/partial
  • Renewals (after first subscription) — depending on cancellation time and partial refund policy.
  • Upgrade/plan change in the middle of the period — may result in differences or settlement.
  • Request after a long time from the payment date without prior communication.

3) 30-Day Guarantee for First Subscription (Money Back Guarantee)

We offer a full refund guarantee for 30 days from the first payment date on the account. Goal: Try the service comfortably and see if it fits your needs.

3.1 Guarantee Conditions
  • Request must be submitted within 30 days of the first payment date (according to invoice timing).
  • Request must be from the account owner or a person officially authorized by the company.
  • Request is submitted via official channels:
    • Email: support@realo.digital
  • We may request simple verification information (ID/proof of account ownership/latest invoice).
3.2 What does 'Full' Refund include?
  • Includes the amount paid to the platform for the first subscription.
  • May not include payment provider/bank fees if non-refundable per provider (if any). (We will clarify any potential deduction before processing.)
3.3 Guarantee Scope
  • Applies only to the first subscription on the account.
  • Does not apply to subsequent automatic renewals.
  • Does not apply to additional purchases/services if separate (if any) unless explicitly stated.

4) Renewals, Upgrades and Plan Changes

4.1 Automatic Renewal (if any)
  • Some subscriptions may include automatic renewal based on payment/billing settings.
  • User responsibility to ensure payment method is updated and cancel renewal before the due date if they don't wish to continue.
  • We may send notifications before renewal (where technically available), but lack of notification does not cancel the responsibility to cancel before due date.
4.2 Upgrade during the period
  • A price difference may be calculated based on remaining days or your billing policy.
  • If upgrade difference is paid, it is usually non-refundable unless due to a billing error or material flaw on our part.
  • Upgrade may activate immediately (features/capacity/users) affecting refundability.
4.3 Plan Downgrade
  • Downgrade may take effect at the end of the current billing cycle.
  • Some features/capacities may be restricted after downgrade (such as number of projects/units/users/capacity).
  • We may ask you to delete/reduce content or adjust it to fit new plan limits before downgrading.

5) Partial Refund (Proration) — If applicable

Unless otherwise stated in a special offer/contract, partial refund for renewals is not always guaranteed. However, we may apply it in specific cases at our reasonable discretion, such as:

5.1 Examples of cases where we may agree on a partial refund
  • Error renewal charge (unintended renewal) and reported within a very short period of renewal.
  • Material service disruption for an effective period and we couldn't fix it within a reasonable time.
  • Proven double payment or technical pricing error.
5.2 Partial Refund Calculation Method (when applied)
  • Calculation may be based on unused days of the period.
  • Non-refundable fees imposed by the payment provider/bank may be deducted.
  • Fully consumed services/features (such as special setup/executive service if any) may be excluded.
Note: To reduce disputes, we will clarify if the request is 'eligible' for partial refund before starting processing.

6) Non-Refundable Cases (Common Exceptions)

Alert: This list aims for clarity.

There may be other cases according to contract/regulations/payment provider.

  • Requests after the first subscription guarantee period (30 days).
  • Renewals after the first month/period (unless an exception/partial refund is approved).
  • Abuse of the service or violation of terms (spam/fraudulent content/rights infringement...).
  • Problems caused by a third party outside our control:
    • Internet interruption on the user's side.
    • Blocks/restrictions by external service providers or user's browser/device.
    • Issues with WhatsApp/YouTube/Maps/tracking providers added by the user (GTM/Pixel).
  • Refund claim due to 'non-use' while the service remained normally available during the period.
  • Non-refundable fees imposed by the bank or payment provider (we may not have control over this).
  • Refund requests related to a dispute between the user and their customers regarding project/unit/license—this is the user's responsibility.

7) How to Submit a Refund Request

7.1 Official Channels
7.2 Information that helps us accelerate the request
  • Account/Company name on Realo.
  • Registered email or mobile.
  • Invoice/Transaction ID if any.
  • Reason for request (optional but helps us improve).
  • Do you want: Cancellation only? Or Cancellation + Refund?
7.3 Identity/Ownership Verification
  • We may request proof that you are the account owner or authorized.
  • We may refuse the request from an unauthorized person to protect the account owner.

8) Timeframes for Request Processing

  • Request Review: Usually within 1–3 business days (may increase during peak times).
  • Refund Execution from our side: Usually within 1–5 business days after approval.
  • Amount appearance in your account: Depends on the bank/card company and may take 5–15 business days.
  • If we need additional verification documents, the period may increase until received.
Note on Holidays and Weekends

'Business days' mean business days for our providers and payment banks, and may vary by region.

9) Refund Method and Bank Restrictions

9.1 Return Method
  • Refund is usually made to the original payment method.
  • If technically impossible (canceled card/payment provider restrictions), we may look for a suitable alternative per provider's permission.
9.2 Potential Restrictions
  • The bank/payment provider may deduct fees we cannot control.
  • Amount arrival time may vary by bank and card type (mada/credit/transfer).
  • In rare cases, the bank may automatically refuse the refund and require additional action.

10) Bank Disputes (Chargebacks)

We recommend contacting us first

A bank dispute may cause temporary account suspension and affect our ability to serve you until the dispute is settled.

10.1 If you filed a dispute without contacting us
  • We may temporarily suspend the account as a preventive measure to prevent abuse.
  • We may provide the payment provider with service provision evidence (login logs/invoices/usage) to defend the transaction.
  • If the dispute is accepted in your favor, service may stop immediately and re-subscription may be restricted until settlement.
10.2 Charges associated with the dispute
  • The payment provider may impose a Chargeback Fee.
  • We may deduct legally allowed fees from any refunds if the dispute was arbitrary/illegitimate.
10.3 Fraudulent Disputes
  • Malicious disputes or false claims may be treated as fraudulent behavior.
  • We may take additional protection measures or permanent suspension in serious cases.

11) Abuse and Fraud

To maintain policy fairness and prevent fraud, we reserve the right to refuse or restrict refund requests if it turns out:

  • Creating multiple accounts to benefit from 'First Subscription' guarantee more than once.
  • Manipulating service use and then requesting a full refund without a legitimate reason.
  • Uploading infringing content and then requesting a refund due to account suspension resulting from violation.
  • Providing incorrect information or impersonating account owner.
Our Action

We may request additional verification, refuse the request, or suggest a fair settlement according to the case and within regulations.

12) Termination by Us and Account Suspension

12.1 Suspension/Termination due to Violation
  • If you violate terms of use (fraudulent content/rights infringement/abuse), we may suspend the account.
  • In this case, refund may not be available, or may be limited depending on the reason for violation.
12.2 Cancellation for Operational Reasons (Rare)
  • Service suspension/change may occur for force majeure, regulatory, or material technical reasons.
  • If this happens, we will seek fair solutions like extension or partial refund based on the remaining period.

13) Data and Content After Cancellation

  • Upon cancellation/subscription expiry, public pages may stop displaying or show an expiry message as per platform design.
  • We may keep your content for a limited period for recovery/compliance/backup purposes — then it's deleted as per retention policy.
  • We advise you to take a copy of your important files before cancellation if the platform doesn't provide automatic export.
Important Note

Financial refund does not necessarily mean immediate deletion of all data if there are regulatory/security/backup obligations.

14) Taxes and Billing Fees

  • Prices may include VAT (if applicable) or other fees as per invoice.
  • When refunding, a credit memo/reverse invoice may be issued according to accounting procedures.
  • Refunded amount may be affected if there are non-refundable fees from the payment provider.
Bank Fees

Some banks/networks deduct fees at transactions or refunds. These fees are often not under our control.

15) Policy Modifications

We may update the refund policy from time to time due to changes in payment providers, pricing plans, or regulatory requirements.

  • We will publish the updated version on this page.
  • We may send a notice for substantial changes.
  • The latest version applies to new subscriptions from the publication date, unless otherwise stated.

16) Contact and Complaints

To submit a refund request, follow up on a request, or file a complaint:

support@realo.digital
Please include invoice number or registered email to accelerate processing.

17) Appendix: Common Refund Scenarios (to reduce disputes)

17.1 'I subscribed for the first time and want a refund within 30 days'
  • Mostly eligible for full refund provided request is within 30 days and from account owner.
  • Refund will be made to original payment method according to provider/bank periods.
17.2 'The subscription renewed by mistake'
  • Contact immediately. we may consider an exception/partial refund if report is very close to renewal time.
  • If usage after renewal is significant, refund may decrease or be dropped.
17.3 'The amount was deducted twice'
  • Usually eligible for excess refund after verifying invoices and transactions.
17.4 'The service didn't work for me due to device/internet'
  • We help you in diagnosis. If problem is outside our control, refund may not be available.
17.5 'I filed a bank dispute without talking to you'
  • Account may be suspended until dispute is settled.
  • Preferred to always contact us first for a quick and clear solution.
17.6 Closing Note

This appendix is for illustration and doesn't restrict the rest of terms. Any conflict is interpreted to achieve fairness and within regulations and payment provider.

Document Version: December 31, 2025