Refund and cancellation policy
How subscriptions to NAM plans may be cancelled, and when fees are refundable. This policy forms part of our Terms & Conditions and applies to business customers contracting with NAM.
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Before you are billed
NAM plans are not sold through self-service checkout. Every engagement begins with a written order or agreement signed by both parties, stating the plan, term, fees and start date. Using this website or submitting an enquiry costs you nothing.
Cancelling a subscription
You may cancel a monthly plan with at least 30 days' written notice before the next renewal date. Cancellation takes effect at the end of the current billing period, and the service stays available until then. Annual plans may be cancelled from the next annual renewal with at least 30 days' written notice.
Refunds
Fees for a billing period that has already started are generally non-refundable, because capacity is reserved for you in advance. We will nonetheless issue a refund in these cases:
- A duplicate or incorrect charge caused by us — refunded in full.
- A sustained failure to meet the availability commitment in your agreement — refunded pro rata, as a service credit or, at your election, in cash for the affected period.
- Cancellation within 14 days of your first ever paid subscription starting, where the service has not been used beyond a nominal trial volume — refunded in full.
- Where we terminate your subscription for convenience — refunded pro rata for the unused remainder of the period.
Overage and usage fees
Conversational minutes used beyond your plan allowance are billed in arrears and are not refundable once those conversations have been delivered.
Requesting a cancellation or refund
Send a written request from the email address on your account to the address below, including your organisation name and the reason. We acknowledge within 5 business days. Approved refunds are returned to the original payment method within 14 business days, or as a credit note where that method is unavailable.
Taxes
Refunds include any VAT charged on the refunded amount, and a corresponding credit note is issued in line with ZATCA requirements.
Your statutory rights
Nothing here limits any right you have under the applicable laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its implementing regulations. Where this policy conflicts with a signed agreement between us, the signed agreement prevails.
Contact
Cancellation and refund requests: ClientOutreach@nam.net.sa