Refunds & cancellations

Effective date: July 27, 2026

This page covers two different things, and it matters which one you are looking for:

Shoppers — if you bought something from a store and want a refund, see section 1.
Merchants — if you pay Arabia Pay software fees and want to cancel or query a charge, see sections 2 to 4.

1. If you bought from a store that uses Arabia Pay

Arabia Pay is the software the store uses to take payments. We are not the seller, we do not ship the goods, and we never hold your money — funds move from the licensed Processing Partner to the store's own bank account. That means we cannot refund you directly.

Refunds, returns, exchanges, and delivery are governed by the refund policy of the store you bought from. Every store is required to publish one.
Contact the store first. Its name appears on your order confirmation and on your card statement.
When the store issues a refund, the money is returned to the card or account you paid with. How long it takes to appear is decided by your bank, and is usually five to ten business days.
If the store does not respond, you can dispute the charge with your own bank or card issuer. The dispute is handled by the licensed Processing Partner and the card network, not by Arabia Pay.
If you believe a store is breaching our restricted-business policy, tell us at legal@arabia-transfer.com.

2. Arabia Pay software fees

Merchants pay Arabia Pay two software fees, both in US dollars, and both separate from what the Processing Partner charges for processing the payment:

USD 9.95 per month for the software subscription, payable on activation. The account is not activated until it is paid.
USD 1.10 on each successful order.

Payment processing fees are charged separately by the licensed Processing Partner at its own standard rates, in addition to the above. Full detail is on the pricing page.

3. Cancelling

The subscription is monthly. There is no minimum term, no setup fee, and no cancellation fee.
Cancel by writing to support@arabia-transfer.com from the email address on the account. We confirm in writing within one business day.
Your account stays active until the end of the month you have already paid for, and is not renewed after that.
The monthly fee is not pro-rated for a part month.

4. Refunds of Arabia Pay fees

Billing errors are always refunded in full. If you were charged twice, charged after cancelling, or charged an amount that does not match this page, tell us and we will return it.
If we suspend or close your account for a reason that is not your breach of our Terms, we refund the unused part of the month.
The monthly fee is otherwise not refundable once the month has begun, because the software was available to you for that period.
The USD 1.10 order fee is charged once, when an order succeeds. If you later refund that order to your customer, the order fee is not returned — the same way the Processing Partner does not return its processing fee.

To query a charge, write to support@arabia-transfer.com with the date and amount. We answer within one business day and resolve billing queries within five.

5. Chargebacks against merchants

If a shopper disputes a payment, the dispute is raised with the card issuer and handled by the licensed Processing Partner under its agreement with the merchant. The merchant is responsible for the disputed amount and any fee the Processing Partner charges, and supplies the evidence — proof of delivery, correspondence, and the store's own published refund policy. Arabia Pay does not decide disputes and cannot reverse them.

6. Complaints

If you are unhappy with how a refund or a charge was handled, write to legal@arabia-transfer.com. We acknowledge within two business days and give a substantive answer within fifteen. Complaints about payment processing itself are passed to the licensed Processing Partner, and we tell you when we do that.