What this policy covers
This policy applies to every amount paid to Vaya for a subscription plan or a credit pack, whether paid by card (mada, Visa, Mastercard) on Al Rajhi Bank's secure payment page or by another method our team activated.
Our services are digital: the credits are added to your account, or your plan starts, as soon as the payment is confirmed, and the credits are used for designs, edits, pictures and 3D models inside the platform.
When the full amount is refunded
The whole amount you paid is returned in these cases:
- You have not used what you bought
- You ask within 7 days of the payment date and have not used any of the pack's credits or the plan you bought.
- Duplicate charge
- If the same purchase was paid more than once, the duplicate payment is returned in full at any time.
- Activation error
- The amount was charged but the credits were not added or the plan did not start, and we could not fix it within 2 working days of your report.
When the money is not refunded
- After use
- When any part of the pack's credits or the plan has been used, because the digital service has been provided.
- After the period
- When more than 7 days have passed since the payment, except for duplicate charges and activation errors.
- Free credits
- Free-trial credits and credits granted by the team were not paid for, so they are not refunded.
- Expired credits
- A plan's monthly credits whose period has ended under the Terms of Service.
A payment is never refunded in part: it is refunded in full or not at all.
Credits back when an action fails
If a paid action fails, such as a design, an edit, a picture or a 3D model, its credits go back to your account automatically, without asking. This returns credits inside your account; it is not a refund of money paid.
Cancelling a plan
Our plans never renew by themselves, and we never charge your card for anything you did not pay yourself. A plan stays active until the end of its period, then ends unless you pay for a new one.
To end a plan before its period ends, ask support. The current period is not refunded except in the cases under "When the full amount is refunded".
How to ask for a refund
- From your account
- Open a new request on the support page (/support), choose "Plans, payment or credits", and say it is a refund request.
- Or by email
- Write to aivayaai@gmail.com from the email address of your account.
- What we need
- Your account's email, the payment date, the amount, and the transaction number on your receipt if there is one.
Review and return of the money
- Answer
- We answer your request within 3 working days of receiving it.
- How it is returned
- When the request is accepted, we return the whole amount to the same card it was paid with, in Saudi riyals, with no fee.
- When it arrives
- The money reaches your account according to your card issuer's procedures, usually within a few working days.
- Paid another way
- An amount paid by another method is returned the same way, after we arrange it with you.
- What a refund changes
- The plan bought with the refunded payment ends at once, and the refunded pack's credits are taken back from your account. You get a notification in your account when the refund is done.
Your statutory rights
This policy does not reduce any right the E-Commerce Law and the regulations in force in the Kingdom of Saudi Arabia give you. If you are not satisfied with our answer, you may file a complaint with the Ministry of Commerce.
Contact
For any question about payment or refunds, reach us through the support page or the contact details below:
- Platform
- Vaya
- Company
- Vaya
- Commercial registration
- 7055365501
- aivayaai@gmail.com
- Contact
- +966 55 443 0196