Refund Policy

This Refund Policy explains when refunds are available, how to request them, and how long they take. It forms part of the Terms of Use and should be read alongside the Privacy Policy.

1. Scope

This policy covers payments processed through the HOA platform via our payment processor (Tap Payments). It applies to the two paid customer-facing flows:

• On-demand agency services — per-visit purchases and pre-paid service packages bought from a property's managing agency through the HOA mobile application.
• HOA dues collection — card payments of HOA dues installments where the property has card payment enabled.

Cash, bank-transfer, or other payments collected outside the platform are not in scope.

2. On-demand Agency Services

2.1 One-off Visits

• Before the visit starts: if you cancel a booked visit before it begins, you are eligible for a full refund. Submit the cancellation through the HOA mobile application; the refund is processed to the original card.
• During or after the visit: refunds at the agency's discretion. If the service was performed and completed as ordered, refunds are not generally available. If the service failed to be delivered or was delivered defectively, contact the managing agency through the mobile application; the agency will assess and respond.
• Agency cancellation: if the agency cancels a paid visit (e.g. technician unavailability with no rescheduling agreement), a full refund is issued automatically to the original card.

2.2 Service Packages (Pre-paid)

• Unused package: a package with all credits unused and within its validity period may be refunded at the discretion of the managing agency on a case-by-case basis. Contact the agency through the mobile application.
• Partially used package: once one or more visits have been consumed from a package, the package is treated as in use. Refunds for the unused portion are at the managing agency's discretion.
• Expired package: packages that have reached the end of their validity period are not refundable.

3. HOA Dues Collection

HOA dues are owed by the unit owner to the managing agency. The platform's card-payment feature is a pass-through that conveys these dues; it is not a sale of services to the owner. As a result:

• Successful dues payments are generally not refundable. Payment of dues discharges your obligation to the agency, and a subsequent refund would reinstate the same obligation.
• Accidental duplicate payment (e.g. the same installment paid twice due to a UI race or app glitch): contact help@hoa.sa with the transaction reference. The duplicate payment will be refunded to the original card.
• Payment captured for an installment you did not actually owe (e.g. mis-attribution by the agency): the agency must correct the installment record and, where appropriate, instruct a refund. Contact help@hoa.sa if the agency is unresponsive.
• Disputed charges (chargebacks) are handled through your card issuer's standard dispute process. We cooperate with such investigations by providing transaction records.

4. How to Request a Refund

The fastest route is through the HOA mobile application:

• Open the relevant order, service package, or dues payment.
• Use the in-app Cancel / Request Refund option where available.

If the in-app option is not available or you need help, email help@hoa.sa with: your registered email, the transaction reference (or Tap charge id), and a brief description of the request.

5. How Refunds Are Issued

• Refunds are issued to the original payment method only (i.e. the card used for the original payment). We cannot redirect refunds to a different card or bank account.
• Where the original payment was for multiple installments or items grouped into a single charge, partial refunds may be made against that charge.
• Once approved, the refund is initiated to Tap Payments. Tap typically processes refunds within 5–10 business days, after which the funds appear on your card statement. Your issuing bank may impose additional delay.
• The platform may withhold its processing fee (the per-transaction percentage charged by HOA as the payment intermediary, described in the Terms of Use) from refunds where the original payment has already been settled to the agency, in line with the agency commercial agreement.

6. Tax Invoice Adjustments

Where a refund is issued against a transaction for which a tax invoice was generated, a corresponding credit note will be issued and reported to ZATCA. This is automatic for refunds processed through the platform; no action is required from you.

7. Contact Information

If you have questions about a refund or want to escalate a request:

Email: help@hoa.sa

Effective Date: to be set on publication