Cancellation and Refund Policy
The Principle Behind This Policy
On Najm Al Sahra, the booking amount does not reach the service provider at the moment of payment. It is held by the platform (escrow) and released only after the service is delivered. That hold is what makes refunds possible at all, and it protects both sides: the customer does not pay for a service that was never delivered, and the provider does not block a date for a booking that was never serious.
Before Payment — You Can Cancel Directly
While an order is pending or accepted but not yet paid, you may cancel it yourself from the app at any time. No amount is held, so there is nothing to refund and no cancellation fee.
After Payment — Refunds Go Through Platform Support
Once payment is complete there is no self-service cancellation in the app, because the date is now reserved for you and the provider may have declined other bookings for it. To request a refund, contact us through in-app support or the email below; your case is reviewed against the table below.
Refund Schedule After Payment
| When cancellation is requested | Refund |
|---|---|
| 48 hours or more before the event | 100% |
| Between 24 and 48 hours before | 75% |
| Less than 24 hours before | 50% |
| After the event time has passed | No refund |
| Booking with no scheduled date | 100% |
The percentage applies to the service amount. The fixed service fee (SAR 15 per booking) is non-refundable after payment, as it covers an operational cost already incurred.
If the Provider Cancels
If the artist or venue cancels after accepting, or fails to attend, you are refunded in full including the service fee — regardless of timing. Commitment is the provider's responsibility, and its cost is not passed to you.
Disputes
If the provider attended but delivered a service materially different from what was agreed, open a dispute within 48 hours of the event. Our team reviews the booking record, chat history and reviews, then decides on a full or partial refund based on what the evidence shows. The aim is fairness, not favouring either side.
Time to Receive Funds
A refund instruction is sent to the payment gateway (Moyasar) within two business days of approval. Arrival in your card or account then depends on your issuing bank and may take 5 to 14 business days — a period outside the platform's control.
Refunds always return to the original payment method. We do not transfer to a different account, nor substitute store credit, unless you explicitly request it.
Changes to This Policy
We may update this policy. The version in force at the time the booking was created applies — not the version at the time of the cancellation request.
Contact
In-app support, or dev@stilus-ingenium.com
Stilus Ingenium for Technologies — CR 7054527390