Refund & Cancellation Policy

1. How billing works

• The plan fee is billed monthly in advance and includes a monthly shared credit pool for call minutes and conversations. One AI call minute uses 10 credits, and one billable 24-hour text conversation uses 4 credits.
• If a subscription starts mid-month, the first month's fee is prorated by the remaining days, and the full monthly credit pool is granted for that month.
• Usage above the monthly credit pool is billed after the month ends, on the next invoice, at your plan's rates.
• Prices are in Saudi riyals (SAR); 15% VAT is added on the tax invoice.
• Payment is by bank card (mada and credit cards) through the Moyasar payment gateway, or by bank transfer.

2. Pilot

If your business was given a pilot, it lasts 14 days, requires no card, carries no charge, and ends automatically. There is nothing to cancel or refund.

3. Cancelling a subscription

• You can cancel at any time by a written request from your business's account administrator to billing@sautnajdi.ai.
• Cancellation takes effect at the end of the month in which we receive the request; the service keeps running until then.
• No fee is invoiced for any month after the cancellation takes effect.
• The current month's fee is not refunded for the days remaining, except under case 1 of section 6.
• Usage above the monthly credit pool in the final month is billed on the final invoice.

4. Changing plans

• Upgrade: effective from the 1st of the current month — the whole month is billed at the new plan's price and monthly credit pool, and the difference is invoiced.
• Downgrade: effective from the start of the next month, with no refund for the current month.
• Send plan-change requests to billing@sautnajdi.ai; our team approves them.

5. Usage balance

• Usage balance is an amount you pay in advance (minimum SAR 250). Usage above your plan's monthly credit pool is drawn from it at your plan's rates.
• Each top-up receives its own tax invoice.
• A balance is valid for 12 months from payment; any amount unused by then expires and is not refunded.
• Balance is not refunded while the subscription is active.
• When the subscription ends, the remaining unexpired balance is refunded after the final invoice is issued and its charges are deducted.
• You can cancel a top-up request at any time before it is paid.

6. When we refund

We refund the amount, including VAT, in these cases:

1. First invoice, within 7 days of the subscription starting: if you cancel within 7 days of the subscription starting and the service has not been used — no call or conversation has been answered through your business's account — we refund the first invoice in full by credit note, and the subscription ends.
2. Duplicate payment: if the same invoice was paid more than once, the extra amount is refunded in full.
3. Billing error: if an amount is shown to have been billed in error, we correct the invoice with a credit note and either refund the difference or deduct it from your next invoice, as you prefer.
4. Remaining usage balance when the subscription ends, per section 5.
5. Termination by us for a reason not attributable to your business: we refund fees for any paid period in which we did not provide the service, plus any remaining usage balance.

The following are not refundable:

• The current month's fee, except under case 1 above.
• Usage that has already taken place.
• Expired usage balance.
• One-time setup and onboarding fees once work on them has started.

7. How to request a refund

• Email billing@sautnajdi.ai from your business's account administrator address, with the invoice number and the reason.
• We reply with our decision within 5 business days.
• Once approved, we issue a credit note in line with ZATCA requirements and return the amount to the original payment method where possible, or by bank transfer to an account in the business's name.
• A card refund can take up to 14 days to arrive, depending on the issuing bank.
• We deduct no administrative fee from refunds.

8. Suspension for non-payment

If an invoice is not paid by its due date, we may suspend the service after notifying you, and resume it as soon as payment is made. Suspension does not cancel the subscription and does not waive amounts due.

9. Price changes

We notify you at least 30 days before any new price applies to your subscription, and you may cancel before it takes effect at no additional charge.

10. Company details and contact

SAUT NAJDI Company (شركة صوت نجدي)

Commercial Registration: 7054897538

VAT number: 314931940900003

National address: Building 3848, Abdullah Al-Anqari St., Al Woroud District, Riyadh 12254, Additional No. 7427, Saudi Arabia

Billing email: billing@sautnajdi.ai