Before Payment
If the accepted offer has not been paid, no financial transaction exists to refund. The customer may choose not to complete payment or may cancel the request where the order status allows it.
This Policy governs cancellation and refund requests for delivery services ordered and paid for through Shuhnatty.
Shuhnatty is a transport and delivery services platform, not a store selling physical products. Therefore, conventional “product exchange” does not normally apply. This page regulates service cancellations, refunds, and disputed service cases.
If the accepted offer has not been paid, no financial transaction exists to refund. The customer may choose not to complete payment or may cancel the request where the order status allows it.
A cancellation may be requested after payment and before the driver begins executing the trip. If the service has not started and no actual operational costs have been incurred, the eligible amount may be refunded after reviewing the actual order status and payment method.
If the driver has already started traveling to the pickup location and the customer then requests cancellation, a reasonable amount may be retained for the completed portion of the service or actual trip-related costs. Any refundable amount will be determined after reviewing the order and execution history.
Once pickup is confirmed using Shuhnatty’s approved verification method, the transport service is considered to have started. The order is no longer subject to ordinary cancellation. Any financial claim will be handled as a support or dispute case and reviewed based on the available facts and evidence.
If delivery fails because of incorrect information, recipient unavailability, inability to access the location, or another reason attributable to the customer or recipient, the customer may not qualify for a full refund. Additional charges may apply for another delivery attempt or return of the shipment, depending on the case and agreement.
If the service cannot be completed because of the driver or the Platform before the main part of the service is provided, the case will be reviewed and the customer may receive a full or partial refund depending on what, if anything, was actually performed.
If a duplicate charge or an incorrect amount is collected, the customer may request a review. After verifying payment records, any confirmed excess amount due will be refunded to the original payment method.
The issue should be reported through the Platform or support channel with the available information and evidence. Shuhnatty may review the order record, chats, location data, payment status, pickup verification, and proof of delivery before deciding the case.
Once a refund is approved, the amount will generally be returned through the original payment method where available. The amount usually appears within 5 to 14 business days after the refund is approved, although the timing may vary depending on the bank, payment gateway, or buy-now-pay-later provider.
When a third-party payment gateway or buy-now-pay-later service is used, the refund process and any installment adjustment may also be subject to that provider’s procedures and terms. Shuhnatty will submit or follow the approved refund through the available provider integration.
Submit the request through the support channel or the issue option linked to the order. Include the order number, reason for the request, and any supporting images or documents. Additional information may be requested to verify the case.
Product exchange does not apply because Shuhnatty provides a transport and delivery service. If “exchange” means changing the driver, modifying the trip, or requesting the service again, this will be handled based on the order status, operational availability, and any applicable price difference.
Shuhnatty may review unusual, disputed, or suspected-abuse cases separately based on platform records and supporting evidence, while complying with applicable laws and regulations in the Kingdom of Saudi Arabia.