Skip to main content
AbjadEnglish
Sign Up

AbjadEnglish Cancellation, Refund and Golden Guarantee Policy

Last Updated: 12 October 2026

1. Introduction

This Policy explains how users may cancel subscriptions and request refunds for digital educational services provided through AbjadEnglish.

It applies together with the Platform’s Terms & Conditions and Privacy Policy and is intended to operate in accordance with the laws and regulations of the Kingdom of Saudi Arabia.

Nothing in this Policy is intended to exclude or restrict any mandatory consumer rights.

2. Scope

This Policy applies to paid AbjadEnglish subscriptions, including monthly and semester subscriptions and any other plans introduced in the future, unless specific terms are disclosed for a particular plan.

It covers:

  • Subscription cancellation and renewal.
  • Refund requests.
  • Incorrect payments or failure to activate a subscription.
  • The Golden Guarantee for eligible semester subscriptions.

3. Subscription Cancellation

Users may request cancellation of subscription renewal through the options available in their account or by contacting customer support when necessary.

Where a subscription includes automatic renewal, cancelling renewal stops future renewals. Access to paid features will generally continue until the end of the period already paid for, unless an applicable legal requirement or valid contractual provision provides otherwise.

A fixed-term subscription without automatic renewal expires at the end of its stated term.

Cancelling renewal does not automatically entitle the user to a refund. Refund requests are assessed separately under this Policy and applicable law.

4. Refund Requests Under Applicable Law

Users may submit refund requests where they believe their circumstances qualify under applicable statutory or contractual rights.

Requests are assessed according to the nature of the service, the date of the contract, whether the service has started or been used, and any relevant legal provisions or exceptions.

Starting to use a service does not necessarily remove every consumer right. The outcome depends on the applicable legal provision and the circumstances of the case.

The Platform may verify the transaction and subscription details before making a decision, without prejudice to the user’s statutory rights.

5. Incorrect Payments or Failure to Activate a Subscription

Users may contact support if:

  • A payment is deducted but the subscription is not activated.
  • The same transaction is charged more than once.
  • The amount charged differs from the price accepted by the user.
  • A technical issue prevents access to a subscription that has been paid for.

The Platform will review the transaction and take appropriate steps to address the issue, depending on its nature and applicable law.

This may include activating the purchased subscription, correcting the transaction or issuing a refund, as appropriate.

6. Golden Guarantee for Semester Subscriptions

AbjadEnglish offers an additional Golden Guarantee for semester subscribers to increase users’ confidence in the educational value of the Platform.

Eligible subscribers may request a refund of the amount paid for their semester subscription if they have not achieved the expected educational benefit, provided that all conditions below are met.

6.1 Eligible Subscription

The Golden Guarantee applies only to paid semester subscriptions.

It does not apply to monthly or annual subscriptions, free activation codes or other plans unless the Platform expressly states otherwise.

6.2 Eligibility Conditions

To qualify for the Golden Guarantee:

  1. The semester subscription must have been successfully purchased and paid for through an authorized payment channel.
  2. The refund request must be submitted during the semester subscription period and before that period expires.
  3. The student must have used AbjadEnglish regularly and actively throughout the subscription period, rather than only at the beginning or end.
  4. The account’s usage statistics and activity records must demonstrate consistent participation in the educational activities available on the Platform.
  5. The request must relate to the eligible semester subscription, and the support team must be able to verify the subscription and account activity.
  6. The request must not involve fraud, misuse of the guarantee or the submission of false information.

6.3 How Student Activity Is Assessed

The Platform will use the student’s recorded usage statistics to assess whether the activity requirement has been met.

Depending on the data available, relevant indicators may include:

  • Regular logins and use of the Platform during the subscription period.
  • The number of lessons started and completed.
  • The number of exercises and educational activities completed.
  • Progress through the learning paths.
  • Assessment and review results.
  • Consistency of activity throughout the subscription period, rather than activity concentrated on only a few days.

Creating an account or logging in without engaging in educational activities is not, by itself, sufficient evidence of active educational use.

These indicators will be assessed together, taking into account the features available to the student and any documented technical issues that affected the student’s ability to use the Platform.

Important: Before launching the Golden Guarantee, the Platform should establish and clearly disclose minimum activity thresholds and assessment criteria so users understand the requirements.

6.4 Refund Amount Under the Golden Guarantee

If the Platform approves a Golden Guarantee request after verifying that the conditions have been met, the eligible subscriber will receive a refund of the amount actually paid for the semester subscription covered by the guarantee, subject to the offer terms disclosed at the time of purchase.

The refund does not cover separate purchases or additional services that are not included in the eligible semester subscription.

Before purchase, users should be informed whether the price includes applicable taxes or fees and how these will be treated in a refund, in accordance with applicable requirements.

6.5 When the Guarantee Conditions Are Not Met

A user may not qualify for the Golden Guarantee if the usage statistics show that the student did not use the Platform consistently or that their activity was too limited to meet the published continuity requirement.

Failure to qualify for the Golden Guarantee does not affect any separate consumer rights available under Saudi law or other applicable provisions.

6.6 Review and Decision

The Platform will review the request and relevant usage statistics and notify the user of the outcome through the contact method registered to the account.

Additional information may be requested where necessary to verify the request, subject to applicable personal-data protection requirements.

Assessment criteria must be clear and applied consistently rather than arbitrarily.

7. Submitting a Cancellation or Refund Request

Users may submit requests through:

The request should preferably include:

  • Account holder’s name.
  • Registered email address.
  • Subscription type.
  • Payment date.
  • Order number or transaction reference, if available.
  • Reason for the request.
  • An explicit reference to the Golden Guarantee if the request is made under that guarantee.

Users should not submit passwords or complete payment-card details.

8. Processing Requests and Refund Timelines

The Platform will acknowledge and review requests within a reasonable period and inform users if additional information is required.

If a refund is approved, it will be returned through the original payment method where possible, or through another appropriate and permitted method.

The time required for the funds to appear may vary depending on the bank, payment provider and processing procedures.

The user will be informed of the decision and any information needed to follow up on the transaction.

Procedural timelines in this Policy do not restrict any deadline or right provided to consumers by applicable law.

9. Preventing Misuse of the Guarantee

The Golden Guarantee is intended to support genuine use of the Platform and encourage students to engage with its educational content.

A request may be declined if the published eligibility conditions have not been met, or if fraud, manipulation of usage statistics or false information is established, subject to the user’s statutory rights.

This provision must not be used to reject a refund request based on an independent statutory right.

10. Changes to This Policy

This Policy may be updated to reflect operational, technical or legal changes.

The updated version will be published on the Platform with its latest revision date, and users will be notified of material changes where appropriate.

No amendment is intended to remove mandatory consumer rights.

11. Contact and Complaints

For inquiries or to challenge a refund decision, please contact:

AbjadEnglish
Country: Kingdom of Saudi Arabia