Cancellation, Replacement and Refund Policy
Cancellation, Replacement and Refund Policy
RegDossier Cloud Store
Effective Date: 28 July 2026
Version: 1.0
1. Scope of the Policy
This policy applies to the digital products sold through the RegDossier Cloud Store, including Excel workbooks, templates, guides, registers, forms, and digital tools relating to quality, governance, compliance, finance, management, and business development.
This policy explains customers’ rights and the procedures for handling order cancellations, product replacements, and refund requests, without prejudice to any rights granted under the applicable laws and regulations of the Kingdom of Saudi Arabia.
Services or products prepared at the customer’s request or according to specific requirements may be subject to additional terms based on their nature and the terms agreed upon before work begins.
2. Nature of Digital Products
Store products are delivered electronically through the customer’s store account, a download link, email, or another digital delivery method specified at the time of purchase.
Because digital products can be copied or retained, a refund will not normally be accepted solely because the customer has changed their mind after downloading, opening, using, or otherwise benefiting from the product, subject to the nature of the product and to the extent permitted by applicable laws.
Where the customer has not downloaded or used the product and has not obtained any benefit from it, any statutory cancellation or termination rights will apply according to the nature of the product and the circumstances of the request.
The above does not affect the customer’s right to request remediation, replacement, or a refund where there is a material defect, material non-conformity, delivery error, or breach of a right established under applicable law.
Completion of the purchase or provision of access to the product does not transfer any intellectual property rights to the customer. The customer receives only a licence to use the product within the scope stated on the product page and in the applicable licensing and usage terms.
3. Cancellation Before Delivery or Use
The customer may request cancellation and a full refund where the product has not been made available, sent, downloaded, used, or otherwise benefited from.
Where delivery is immediate and automated, the product will be considered delivered once it has been correctly made available through the customer’s account or a valid download link has been sent to the email address or contact method registered with the order.
The creation of a download link alone will not be treated as conclusive evidence that the product has been used or that the customer has benefited from it. When reviewing the request, the Store may refer to available sending, downloading, access, and technical records.
As an additional customer service measure, the Store allows customers to request corrections to order information within 24 hours of placing the order, provided that:
- The product has not been downloaded or used and no benefit has been obtained from it.
- The correction does not materially change the product ordered.
- The correction does not prejudice the rights of the Store or any third party.
- The correction is technically and operationally feasible.
4. Cases Eligible for Remediation, Replacement, or Refund
The customer may request remediation or replacement and, where an appropriate solution cannot be provided, may request a refund in the following cases:
- The product was not received, or access to the download link was unavailable for a reason attributable to the Store.
- The file contains a technical defect that prevents it from being opened or prevents the use of its essential functions.
- The product materially differs from the description or features published on the product page at the time of purchase.
- A different product was delivered from the one ordered.
- The order amount was charged more than once because of a duplicate payment transaction.
- A defect prevents the product from being downloaded or operated in accordance with the published technical requirements.
- The product’s essential functions cannot be operated despite using the software and version stated on the product page.
- The Store delays delivery for more than fifteen days from the date the contract was concluded, or beyond the delivery date expressly agreed upon, unless the delay results from force majeure or circumstances beyond the Store’s reasonable control.
- Any other case in which the customer is entitled to remediation, replacement, or a refund under applicable laws and regulations.
The Store will inform the customer of any anticipated delay or difficulty that may materially affect delivery of the product.
In technical cases, the Store will first attempt to resolve the issue through one or more of the following measures:
- Resending the download link.
- Providing a functioning or corrected copy.
- Providing appropriate technical instructions.
- Providing a corrective update for the affected product.
- Replacing the product with the correct version.
Where an appropriate solution cannot be provided within a reasonable period, the customer may receive a refund for the affected product.
5. Cases Not Eligible for Refund or Replacement
A replacement or refund will not normally be accepted in the following cases, unless a defect, non-conformity, or other statutory right applies:
- The customer changes their mind after downloading, using, or otherwise benefiting from the product.
- The customer purchases the product by mistake and subsequently downloads, uses, or benefits from it.
- The customer does not possess the software, device, or application version required to operate the product, where the technical requirements were disclosed before purchase.
- The customer does not know how to use the underlying software, such as Microsoft Excel, provided that the product operates according to the published specifications.
- The customer attempts to operate the product using an unsupported application or platform, unless the product page expressly states that the product is compatible with it.
- The customer modifies the file, deletes content, changes formulas or settings, or removes protection in a manner that causes the product to malfunction.
- The product is used contrary to the instructions, the stated purpose, or the permitted licence scope.
- The product is shared with another organization, resold, redistributed, published, or stripped of its licensing or tracking information.
- The customer requests features, modifications, or customizations that were not included in the product description at the time of purchase.
- Laws, regulations, standards, or regulatory requirements change after the date of purchase, unless the product description expressly includes ongoing updates.
- The customer has personal preferences relating to design, colours, or presentation, provided that the product conforms to the published description, images, and information.
- The product ceases to function because of malware, damage to the customer’s device, loss of the file after download, or another cause not attributable to the Store.
- The product is unsuitable for a specific customer purpose that was not disclosed and agreed upon before purchase.
6. Customized Products and Services
Customized products and services include, without limitation:
- Preparing a copy containing the customer’s name or information.
- Customizing a file or template according to specific requirements.
- Entering customer data into the product.
- Modifying formulas, reports, or designs at the customer’s request.
- Developing a new product or adding features that are not available in the standard version.
A customized product or service may not be cancelled after work has commenced or after delivery solely because the customer has changed their mind. The customer retains the right to request remediation, correction, or a refund where there is a defect or material non-conformity with the agreed specifications.
Where the customer requests cancellation before completion, the Store may deduct the value of work already performed and any direct costs incurred up to the cancellation date and refund any remaining balance, where applicable.
7. Time Limit for Submitting a Request
To support timely verification and resolution, customers are requested to report any technical defect or delivery error within seven days from the date the product is delivered.
Expiry of this period does not extinguish any statutory right available to the customer in the event of a material defect, material non-conformity, delivery failure, or any other right that cannot legally be waived.
Customers are advised to submit the request promptly after discovering the issue and to avoid modifying, resaving, or changing the file settings before allowing the Store to examine the affected product.
8. How to Submit a Request
Cancellation, replacement, or refund requests may be submitted through:
Email: [email protected]
WhatsApp: +966550090061
Or: The approved contact form available through the Store.
Depending on the circumstances, the request should include:
- Order number.
- Product name.
- A clear description of the issue.
- The requested resolution.
- A screenshot or screen recording, where required.
- The text of any error message.
- Device type and operating system.
- Name and version of the software used to operate the product.
- The email address or contact method associated with the order.
The Store may request additional information, a copy of the affected file, or completion of specific technical steps to verify the issue, provided that the requested information does not include confidential data that is unnecessary for resolving the request.
An initial response is normally provided within three business days after all required information has been received.
9. Reviewing the Request and Making a Decision
The Store will review the request and verify, as applicable:
- Order and payment status.
- Method and date of product delivery.
- Available download or access records.
- Published technical requirements.
- The product description in effect at the time of purchase.
- The nature of the defect or non-conformity.
- Any changes made to the product by the customer.
- The applicable licence and permitted scope of use.
The customer will be informed of the outcome of the review. Any decision to accept or reject the request will include an explanation appropriate to the nature of the case.
A request will not be rejected solely because of a formal or administrative omission where the order and the customer’s entitlement can reasonably be verified using the available information.
10. Remediation, Replacement, and Refund Procedure
When a request is accepted, the Store may provide one of the following solutions, depending on the circumstances:
- Resending the download link.
- Restoring the customer’s access to the product.
- Providing a functioning or corrected copy.
- Replacing the product with the correct version or product.
- Providing an update that resolves the defect.
- Issuing Store credit, subject to the customer’s express consent.
- Refunding the amount paid to the original payment method.
- Using another refund method expressly approved by the customer where a refund to the original payment method is not possible.
The customer will receive the amount actually paid after discounts. No fees will be charged to the customer where the refund results from a defect or error attributable to the Store.
Once a refund is approved, the Store will submit the refund request to the payment service provider within seven business days.
The refunded amount may require additional time to appear in the customer’s account, depending on the procedures of the bank, card issuer, or payment service provider. The Store has no control over this processing period after submitting the refund request.
11. Bundles and Packaged Products
Where a product forms part of a digital bundle, the Store will first attempt to resolve the issue affecting the relevant item by repairing it, replacing it, or providing a functioning copy.
A full bundle refund will not be accepted solely because the customer no longer requires one of its items after downloading or using the bundle.
Where the defective item cannot be repaired or replaced, the refund amount may be calculated in proportion to the value of the affected item, provided that the remaining parts of the bundle can be used independently.
Where the defect materially affects the usability of the entire bundle or its primary purpose, the full value of the bundle may be refunded, subject to the outcome of the review.
The total refunded amount may not exceed the amount actually paid by the customer for the bundle.
12. Promotions, Discounts, and Coupons
Products purchased as part of a promotion or discount remain subject to this policy.
Where a refund is accepted, the customer will receive the amount actually paid after applying the discount, rather than the original price before the discount.
Where a discount was conditional upon purchasing multiple products and refunding one of those products causes the discount condition to no longer be satisfied, the value of the retained products may be recalculated in accordance with the terms of the promotion published at the time of purchase, without prejudice to the customer’s statutory rights.
The value of free coupons or promotional benefits not paid for in cash will not be refunded unless the applicable promotional terms state otherwise.
13. Misuse of the Policy
The Store may reject requests where it is established that they involve any of the following:
- Providing misleading information or documents.
- Claiming that the product was not received despite evidence that it was downloaded or used.
- Repeated refund requests indicating misuse of the policy.
- Infringement of intellectual property rights.
- Sharing, reselling, or distributing products without authorization.
- Tampering with licensing, protection, or tracking information.
- Deliberately causing a defect or causing it through use contrary to the instructions.
Any rejection will include the reason for the decision and will be communicated to the customer without prejudice to any rights granted under applicable laws.
Where an infringement of intellectual property rights or misuse of the products is established, the Store may suspend the provision of additional products to the customer or take any necessary legal action.
14. Force Majeure
The Store will not be responsible for temporary delays or inability to deliver resulting from events beyond its reasonable control, including:
- General failures affecting payment or hosting platforms.
- Widespread telecommunications or internet outages.
- Cyberattacks or general security incidents.
- Emergency government decisions or measures.
- Natural disasters or similar exceptional circumstances.
The Store will inform affected customers where an anticipated delay may have a material impact and will take reasonable measures to reduce its effects and complete delivery as soon as reasonably possible.
15. Priority of Applicable Laws
This policy will be interpreted and applied in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia.
Where any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail, and the remaining provisions of this policy will continue to apply to the extent that they do not conflict with it.
No provision of this policy may be interpreted as excluding, limiting, or waiving any right that cannot legally be excluded, limited, or waived.
16. Policy Updates
The Store reserves the right to update this policy when necessary to reflect operational, technical, or regulatory changes.