Complaints and Refunds Policy

This policy aims to establish a clear and fair framework for receiving and handling complaints and suggestions, and for regulating subscription cancellation and refund requests relating to the ATHLENIXS® website, platform and digital services, so as to strengthen transparency and client trust while preserving the parties' legal rights.

This policy applies to individual clients, corporate clients and users who deal with ATHLENIXS® through the website, the platform, or the approved sales and support channels. Where a written agreement with a corporate client contains specific provisions on complaints or refunds, that agreement applies within its scope, insofar as it does not conflict with mandatory law.

Complaints and refund requests are handled professionally, impartially and confidentially, to consistent standards and without unjustified discrimination. Requests are recorded and reviewed on the basis of the available information, and the requester is informed of the outcome and its reasons as far as possible, subject to personal data protection requirements.

• Complaint: an expression of dissatisfaction with the service, support, billing, performance or conduct.
• Refund request: a request to return an amount paid, in whole or in part, including cases of cancellation, duplicate payment, billing error, or failure to deliver the service as agreed.

A complaint or refund request may be submitted by email to the address shown at the end of this page, or through the support channel set out in the contract. A request should preferably include:

• The requester's name and contact details.
• The order or invoice number.
• A description of the problem and its date.
• Any relevant supporting documents.

Requests are recorded in an internal register containing a reference number, the date of receipt, the type of request, the responsible party, the status and the outcome. An acknowledgement of receipt is sent where the contact details are sufficient.

The responsible party reviews the details of the complaint, the records, and the relevant contract or package, and may request further necessary information. Technical, financial or legal matters are escalated to the competent officer. The requester is informed if the case requires additional time, with an explanation of the reason and the expected period.

The conditions for cancellation, when it takes effect, its impact on access to the platform, and any renewal or financial obligation are set out on the subscription page, in the offer, or in the agreement, before purchase. This policy does not diminish any right of cancellation or refund granted by law.

Requests are assessed under the terms of the offer, subscription or agreement and the relevant Saudi regulations. Cases that may warrant review include:

• A duplicate charge.
• Collection of an incorrect amount.
• Cancellation of the order before the service begins, where the conditions apply.
• A material failure to deliver the service in accordance with the agreement.

A refund is not guaranteed automatically merely because a request has been submitted, nor may a right granted by law be refused.

Custom corporate subscriptions, onboarding and integration services, annual licences, completed reports, and services whose delivery has begun are subject to the terms of the offer or the contract. Any exclusions or non-refundable amounts — where permitted by law — are disclosed before the request is accepted, and no undisclosed exclusion is applied retroactively.

Once approved, the amount is returned via the original payment method where that is available, or through an agreed lawful mechanism. The time it takes for the amount to appear may be affected by the payment provider's and the bank's procedures, and the client is informed of any legally permitted fees or deductions before the transaction is completed.

Duplicate or incorrect payments are reviewed with appropriate priority, and payment records, invoices and the service provider are checked. Once an error is confirmed, the financial record is corrected and the refund or settlement due is carried out, with the action documented and the client informed.

If the requester is not satisfied with the outcome, they may request a review of the decision through the same channel, quoting the reference number and providing further information. The review is carried out by a different party or officer wherever possible. This mechanism does not prevent recourse to the competent authorities or the exercise of legal rights.

The data submitted is used for verification, handling, documentation and compliance with legal obligations. Access to it is limited to authorised persons, and it is retained and destroyed in accordance with the Privacy Policy and the approved retention periods. Please do not send passwords or sensitive payment details by email.

Additional information may be requested to verify the requester's identity or authority, and reasonable measures may be taken to prevent fraud or duplicate requests, provided they do not obstruct legal rights or impose disproportionate requirements.

The company maintains a register of complaints and refund requests, their outcomes and reasons, and the corrective actions taken, in accordance with privacy and retention requirements. Recurring patterns are reviewed to improve the service, billing and support.

This policy is interpreted in a manner consistent with the laws in force in the Kingdom of Saudi Arabia, including those relating to e-commerce, consumer protection, personal data protection and payments, as applicable. Where a provision conflicts with a mandatory legal right, the legal provision prevails.