Refund and Cancellation Policy for the "Moazez" Platform
Last Updated: [20/03/2026]
Owning/Operating Entity: [Moazez] ("Moazez")
Scope of Application: This policy applies to the subscriptions of schools/educational institutions contracting with the "Moazez" platform, and to any additional services, custom packages, or setup/integration fees.
Important: This policy is intended for schools only, as individual use (students/parents/teachers) is facilitated through the school, and there are no direct individual payments to "Moazez" (unless otherwise stipulated in the contract).
1) Definitions
- School/Client: The educational institution contracting with "Moazez".
- Subscription: Platform usage fees according to a package (monthly/annual) or a custom contract.
- Setup Fees: Fees for initial operation, configuration, data migration, training, and setting up permissions.
- Professional Services: Development, customization, integrations, special reports, and security configurations.
- Customized Plans: Any package designed or priced based on a specific need of the school.
- Grace Period: A specific duration during which a refund can be requested according to the conditions below.
2) Trial / Demo Period
- "Moazez" offers the school a demo option or a trial period — if agreed upon — to evaluate the platform's suitability.
- The refund policy does not apply to services provided during a free trial period (if completely free).
- If the trial is paid (partially or fully), it will be handled as stipulated in the specific offer/contract for the trial.
3) Refund Policy for Annual Subscriptions
(A) Refund Grace Period
The school may request a refund for the annual subscription within the first [14] days from the service activation date (Go-Live), provided that:
- No material customizations have started or been delivered.
- No significant professional services have been consumed outside the standard setup.
(B) Refund Calculation Mechanism
If the refund request is approved, the refund will be calculated according to the following formula:
- The paid annual subscription value
- Minus the value of the used period (Pro-rata) calculated in days from the activation date
- Minus any non-refundable fees (such as setup/integration/training fees) if any.
- If there are annual discounts, the price is recalculated according to the actual price after the discount and based on the used period.
Note: Some contracts may stipulate no refund after activation or different terms — in this case, the contract's terms shall prevail.
4) Refund Policy for Monthly Subscriptions
- Monthly subscriptions are non-refundable after activation due to their short-term nature and the consumption of service resources.
- The school can cancel the renewal for the following month at any time via the dashboard/support, and the subscription will remain valid until the end of the current monthly cycle.
5) Setup Fees and Professional Services
- Setup fees are non-refundable once implementation begins, as they cover: environment setup, configuring permissions, data migration, training, and activation/operation procedures.
- Professional services (such as customization, integration, or development) are non-refundable once work begins or any part of them is delivered, unless the contract stipulates otherwise.
- If services are agreed upon in milestones, only the unexecuted milestone may be considered for a refund according to the contract.
6) Customized Plans
Customized packages or contracts are subject to the refund terms specified in the contract signed with the school.
- Reason: These packages often involve special developments, integrations with internal systems, and hosting/security/compliance commitments, therefore the refund terms are different.
7) Cancellation and Stopping Renewal
(A) How does the school cancel the subscription?
The subscription can be canceled/renewal stopped by one of these methods:
- Through the school administrator from within the dashboard (if the feature is activated).
- Or by contacting support: Support@moazez.sa
(B) When does the cancellation take effect?
- Cancellation only stops the upcoming renewal.
- The service continues until the end of the current paid period (monthly/annual) unless otherwise agreed in writing.
(C) Impact of Cancellation on Users
- Upon subscription expiration, the platform may be restricted (e.g., read-only mode) for [X days] if this is part of your operational policy, or suspended according to the contract.
8) Data Export and Deletion upon Cancellation
- Upon requesting cancellation/non-renewal, the school can request exporting its data (reports/records/files) in an agreed-upon format (CSV/PDF/JSON...).
- The data remains available for export for [30] days from the subscription expiration date, unless regulations require a different period or the contract stipulates otherwise.
- After the export period ends, "Moazez" initiates deletion/destruction procedures in accordance with the privacy policy and data processing agreement, taking into account any regulatory retention obligations.
9) Exceptional Cases for Special Handling
We may consider a partial refund/compensation (subject to evaluation) in the following cases:
- Proven duplicate charge or billing error.
- A persistent material malfunction that completely prevents the use of the service for a significant period, and has not been resolved within a reasonable time after opening an official ticket.
- Any other case stipulated in the contract.
Exceptions do not include: poor internet connection at the school, user device issues, system misuse, or the school's failure to adhere to the agreed-upon operating procedures.
10) How to Submit a Refund Request
To submit a refund request, it must be made by the school's authorized representative, providing us with the following information:
- School Name + Contract/Invoice Number
- Activation Date
- Reason for Request
- Bank Account/Payment Method Details (if needed)
- Any supporting documents (e.g., proof of duplicate charge)
11) Request Processing Time and Refund Method
- The request is reviewed within [7–14] working days from the date of receiving all required information.
- If approved: The refund is issued to the original payment method whenever possible, or to the school's bank account according to procedures.
- The refund process may take additional time depending on the bank/payment provider.
12) Amendments to this Policy
This policy may be updated from time to time. The updated version will be published on the website with an updated "Last Updated" date. In the event of a material change affecting schools, notification may be sent through official channels.
13) Contact Us
Address: [4507 Al Imam Saud Ibn Faysal Rd, As Sahafah، 2nd Floor, Office 10 Riyadh، Riyadh 13321]
Phone: [+966 50 333 2178]