Refund Policy.

We are committed to your complete satisfaction with every purchase. This policy transparently explains when you are entitled to request a refund, and how we process your request in the shortest possible time.

This policy applies to all the digital products we provide: activation keys, ready-made accounts, digital files, and monthly and annual subscriptions. By using the platform, you acknowledge that you have read this policy and agree to its terms.

This policy complies with the Saudi E-Commerce Law and the consumer protection regulations of the Arab Gulf states.

The refund window varies by product type, starting from the purchase date:

• Activation keys and licenses: 7 days — provided the key has not been used or activated.
• Ready-made accounts: 14 days — if the account does not work or does not match the description.
• Digital files: 7 days — in case of a technical defect or a corrupted file.
• Monthly subscriptions: 7 days from the renewal date — if the service has not been used.
• Annual subscriptions: 30 days from the first subscription date — a full refund with no justification required.

Official holidays are not counted within the processing period, but they are counted within the refund request period.

You are entitled to request a full refund in the following cases:

• Product does not work: the key is invalid, the account does not work, or the file is corrupted.
• Not matching the description: the product does not match the specifications advertised on its page.
• Purchase by mistake: a duplicate payment or the wrong product — within 24 hours of purchase.
• Non-delivery: the product did not reach you within the specified period (usually 5 minutes for instant delivery).
• A technical issue on our side: software errors that caused the product not to arrive.
• Canceling the subscription within the allowed period: without using the service.

All these cases are handled with no questions asked as long as they fall within the specified time period.

Refund requests are not accepted in the following cases due to the nature of digital products:

• Used keys: any activation key that has been used or activated on any device/account.
• Accounts whose data has been changed: modifying the password or the email linked to the account.
• Downloaded files: digital files after download, unless they are corrupted.
• Exceeding the allowed period: requests after the refund window has expired.
• Misuse: products that have been subject to a violation of the terms of use (sharing, resale).
• Change of mind: rejecting the product without a technical reason while it works correctly.
• Custom products: orders prepared specifically based on your request.

If you are unsure whether your case is eligible, contact us before taking any action on the product.

The request process is simple and takes less than 3 minutes:

• Step 01: Sign in to your account and go to Refund Requests in the dashboard.
• Step 02: Select the relevant order from your list of previous purchases.
• Step 03: Choose the refund reason from the list, and add a brief description of the problem.
• Step 04: Attach evidence if possible (a screenshot, an error message, a video).
• Step 05: Submit the request — you will receive a confirmation message to your email within minutes.

You can also request a refund via the contact form or support WhatsApp if you have difficulty accessing the dashboard.

We commit to the following timeframes for responding to and processing refund requests:

• Initial response: within 24 hours of submitting the request.
• Approval/rejection decision: within 3 business days at most.
• Disbursing the amount: within 5–10 business days after approval.

The amount is refunded to the same original payment method used for the purchase:

• Cards (Visa/Mastercard/mada): 5–10 business days depending on the issuing bank.
• STC Pay and Apple Pay: 1–3 business days.
• E-wallet: instant — the balance is added to the wallet directly.
• Bank transfer: 3–7 business days.

The period may be longer in special cases (fraud investigations, disputes with the bank) — we will always keep you informed via email.

Some cases are treated differently from the general policy:

• Partially canceled annual subscriptions: if canceled after the full refund window, the remaining amount is calculated proportionally based on the unused months.
• Offers and discounts: products purchased with a special discount or as part of a promotional offer are refunded at the amount actually paid (not the original value).
• Bundles: a single product from a bundle cannot be refunded — the refund is for the entire bundle only.
• Coupons and discounts: the coupon value is not refunded in cash — it is factored into the refund amount.
• Group and corporate accounts: a custom refund policy applies in accordance with the signed service agreement.

To inquire about a specific case, contact the support team before purchase to ensure the terms are clear.

If you do not agree with our decision regarding a refund request, you have the right to escalate through the following channels:

• Internal review: request a review from the customer service manager within 7 days of the decision.
• Independent review: refer the dispute to our internal dispute resolution committee — its decision within 14 days.
• Official bodies: resorting to the Saudi Ministry of Commerce or the National Consumer Protection Association.
• Judicial arbitration: filing a lawsuit before the courts of the Kingdom of Saudi Arabia as a last resort.

We always strive to reach an amicable solution that satisfies all parties before resorting to any official channel.

For any inquiry or request related to the refund policy or the status of your request, contact the support team:

• Email: refunds@theme1.com
• WhatsApp: +966 50 000 0000 — available 24/7.
• Live chat: via the "تحدّث معنا" button at the bottom right of the site.
• Dashboard: manage refund requests.

We guarantee you a response within 24 hours at most for any refund request, even on weekends.