Refund & Cancellation Policy

At a glance

• Free cancellation up to 24 hours before the start time: 100% refund.
• Within 24 hours of the start time: 50% refund.
• Once the start time has passed: no cancellation and no refund.
• Document reviews: full refund until the advisor starts the review.
• Unpaid bookings: cancel at no cost.
• Rescheduling: free, once per session.

1. Cancelling a session

Cancel from your dashboard. The amount is worked out from the time left until the session starts:

• Up to 24 hours before the start: cancellation is free and we refund everything you paid.
• Within 24 hours of the start: we refund 50% of what you paid. If you would rather keep the full value, reschedule instead.
• After the start time, or if you did not attend: the session can no longer be cancelled and nothing is refunded.

Document reviews have no scheduled time. You can cancel one for a full refund until the advisor starts the review, which is when the advisor first opens your document; after that, it can no longer be cancelled or refunded. A booking that has not been paid can be cancelled at no cost; any wallet credit applied to it is returned.

2. Rescheduling

• Rescheduling is free.
• Each session can be moved once. Some advisors allow more moves; the booking shows how many remain.
• Before the session starts, the new time applies immediately.
• After the start time, a new time is a request that the advisor must approve.
• The new time must be within the advisor's available hours.
• Document reviews cannot be rescheduled, because they have no scheduled time.

3. How refunds are paid

• The part you paid by card is refunded to the same card through our payment provider, HyperPay.
• The part you paid with wallet credit is returned to your wallet, at the same percentage.
• We send the card refund when you cancel. Depending on your bank, it can take up to 10 working days to appear on your statement.
• If a coupon was used, it becomes available again. If the booking earned someone a referral credit, that credit is reversed.
• If the payment provider cannot process a refund, the booking is still cancelled and our team completes the refund by another method.

4. Packages

A package's sessions are chosen and paid for together, so they cannot be cancelled one by one from the dashboard. To cancel a package, contact us: we refund the share of the sessions that have not yet started.

5. On-site consultations

On-site requests are paid only after the advisor approves them. A request that is not approved lapses at no cost. Once paid, an on-site consultation follows the same cancellation rules as any other session.

6. If we cancel, or your advisor cannot attend

If ARETION cancels a booking, you receive a full refund. If your advisor does not join a session, contact us within 48 hours: we will arrange a new session with the advisor at no cost, or refund you in full if that is not possible.

7. Payment problems

• If a payment fails, the time is released and you can try again while it is still free.
• If your payment arrives after the booking has expired, we rebook the same time if it is still free; otherwise the full amount is credited to your wallet.
• If you pay more than the booking's price, the difference is credited to your wallet.

8. Your statutory rights

Nothing in this policy limits your rights under the Saudi Consumer Protection Law, the E-Commerce Law or other laws that apply to you.

9. Help

For help with a cancellation or refund, open a ticket on the Support page or write to contact@aretion.org with your booking number.