Refund and Cancellation Policy.

Purchases covered

• This policy covers one-time support, Coin top-ups and Coin-funded purchases, shop products, memberships, recurring support, and commissions. Availability and cancellation controls depend on the purchase type.
• App-store purchases follow the relevant store’s refund process as well as applicable consumer rights. Bank or PayPal dispute procedures have their own eligibility rules and deadlines. Contacting Masfot does not pause those deadlines.

Voluntary support and Coin balances

• A completed voluntary support transaction uses the selected Coins and may create creator earnings. A change of mind does not normally reverse completed support, subject to the circumstances in this Policy and rights provided under applicable law.
• A Coin top-up credits a balance for later use; it does not itself create creator Diamonds. Contact us about an unused top-up, duplicate charge, incorrect quantity, or failed credit. We assess the payment source, unused quantity, subsequent spending or transfers, and your applicable rights.
• Refunding a Coin top-up removes the corresponding Coin entitlement. Coins already spent or transferred can require additional reconciliation or a balance restriction. We do not promise that a spent top-up can always be refunded on demand.
• A completed transfer of Coins cannot be recalled by the sender through the transfer screen. Report incorrect or unauthorized transfers promptly. A transfer does not create a right to a cash payout.

Circumstances in Which a Refund May Be Requested

A Supporter may submit a request for review and refund of a transaction, as applicable, in any of the following circumstances:

• A duplicate charge for the same Support Transaction.
• A technical error resulting in an incorrect charge or incorrect number of Coins.
• An unauthorized payment transaction.
• The Support Transaction was not completed despite the amount being charged, including where associated Coins were not correctly issued and consumed or the transaction was not recorded for the selected Content Creator.
• A verified technical error prevented the associated Diamond award from being recorded correctly.
• Any other circumstance in which a refund is required under applicable law or approved by the Platform.

A refund request is subject to verification of the payment, Support Transaction, Coin issuance and consumption, associated Diamond record, payment method, and relevant information before approval.

Duplicate Transactions and Technical Errors

1. If a duplicate charge or technical error occurs, the Supporter may contact the Platform and provide the transaction information required for verification.
2. Following verification, the Platform will take the action appropriate to the circumstances, including correcting the Support Transaction, Coin record, or associated Diamond record, or refunding the amount due.

Unauthorized Transactions

1. If an unauthorized payment transaction is suspected, the Supporter must notify the Platform and the relevant payment service provider or bank as soon as possible.
2. The Platform may temporarily suspend or freeze the relevant Support Transaction, Coin record, associated Pending or Eligible Diamonds, payout request, or related entitlements until review and verification are completed.

Provider disputes and reversals

• You may use your bank, PayPal, or app-store dispute process where available. Their coverage, evidence requirements, and deadlines apply independently. We do not promise that all support or digital purchases qualify for provider protection.
• Tell us about a parallel dispute so the same payment is not refunded twice. A pending dispute can block affected Coins, earnings, access, or withdrawals while the outcome is verified. A claim being opened is not by itself a final refund decision.
• After a verified refund or reversal, we reconcile Coins, creator earnings, and associated benefits. A partial refund of a digital product or membership adjusts earnings while keeping access for the remaining purchased entitlement. A full refund, including several partial refunds that together repay the full purchase, ends the corresponding paid access. Mandatory rights and the agreed resolution still apply.

If the creator was already credited or paid

• Before payout, an approved refund reverses or adjusts the corresponding creator earnings. During a dispute, affected funds may instead be held pending a decision.
• After payout, a refund does not automatically pull money back from the creator’s bank. We record the earnings adjustment and may offset future earnings or require repayment of an amount owing as permitted by the Terms and law. New withdrawals may be restricted while it is resolved.
• PayPal-funded withdrawals require manual review under the launch policy. A hold reduces some risk but cannot guarantee that a payment will never be reversed. The buyer’s valid refund claim is not automatically rejected merely because the creator has withdrawn the earnings.

Requesting a refund and receiving it

• Use the order or transaction help controls where available, or email support. Include your account email if you have one, the order or payment reference, date, amount, creator, and reason. Do not send passwords, one-time codes, or full card details.
• We review the payment and relevant records and tell you the outcome or what information is still needed. Do not repeatedly pay while a transaction is pending; a temporary authorization is not necessarily a completed charge.
• An approved refund for a Coin-funded purchase returns the corresponding Coins to the buyer’s Masfot balance. It is not paid to a bank or PayPal account. Related creator earnings and purchased access are adjusted.
• An approved direct card or PayPal refund is returned through the original payment method where possible. It does not also credit Coins. For a top-up refund, the corresponding Coin entitlement is removed or reconciled.
• Refunds for purchases billed by Apple should be requested through reportaproblem.apple.com. For Google Play, use the store’s refund process or contact us with the purchase reference. The store determines the outcome under its rules and applicable law.
• We confirm a refund only after the relevant processing result is known. The bank or provider controls when it appears in your account. Currency conversion can change the local-currency amount received. Contact us if an approved refund has not arrived within the provider’s stated timeframe.

Mandatory consumer rights

Where Saudi E-Commerce Law applies, a consumer may have a seven-day cancellation right for an unused product or an unperformed or unbenefited service, subject to the statutory exceptions. Remedies for delayed delivery can also apply when the statutory fifteen-day threshold is exceeded, subject to the agreed delivery date, any agreed extension, and force majeure. Defects and non-conformity may create separate rights.

A creator’s “no refunds” statement, an automatic release, or this policy cannot remove mandatory rights. Contact us to assess your particular purchase; the applicable law prevails.

Shop products and delivery

• Report non-delivery, defects, a material mismatch with the description, or inaccessible digital content through the order tools where available or by contacting support. Keep the order reference, relevant messages, and evidence.
• Change-of-mind returns depend on the product, whether it has been used or supplied, the disclosed terms, and applicable law. A custom-made item or supplied digital content is not automatically refundable, but this does not excuse defects, non-conformity, or a mandatory refund.
• For a physical return, follow the agreed return instructions. Responsibility for return shipping and any lawful deduction must be explained before you commit; a creator cannot impose an undisclosed fee or override mandatory rights.
• If purchase protection is shown, raise a dispute before the displayed release deadline when possible. A disputed protected order can remain held for review. Release to the creator does not prevent a legally valid refund.

Memberships and recurring payments

• Cancel an automatic renewal from the membership or monthly-support controls in your account before the next scheduled charge. PayPal authorizations can also be managed through PayPal. Check the confirmed cancellation status.
• Cancellation does not automatically refund the current or an earlier paid period. Membership benefits normally continue to the displayed paid-through date unless the payment is reversed or access is lawfully restricted.
• Contact us if a charge is duplicated, occurs after an effective cancellation, is unauthorized, or paid benefits are not supplied. A payment already processing at cancellation needs separate review.
• A fixed-period membership bought with Coins does not imply an automatic recurring debit. Check the terms shown for that purchase; refunds of Coin-funded purchases return Coins rather than a cash withdrawal.

Custom work and commissions

• Cancellation depends on the accepted scope, work already performed, delivery, and applicable rights. Contact the creator or support promptly; do not assume a creator’s acceptance removes every cancellation or defect remedy.
• For a dispute, provide the agreed brief, delivery deadline, revision terms, relevant communication, and delivered files. We review non-delivery or substantial non-conformity against that agreement. An approved refund or resolution is recorded in the order; the available outcome may require manual support review.

Contact and complaints

For support, questions, or complaints, email [email protected]. Include the relevant account or transaction reference so we can locate your request. You do not need to finish an internal complaint process before exercising a mandatory legal right.

Registered operator: Ehdaa Information Technology Company, CR 1009070947. National address: Building 2996, Al Wafa Street, additional number 8679, Hittin District, Riyadh 13518, Saudi Arabia. Short address: RRHC2996.

Version and updates

This version applies when published as the current policy on Masfot. Material changes will be explained with their effective date through the website and, where appropriate, account notices or email. Changes do not remove rights relating to earlier transactions. Where new consent is required, we will request it separately.