1. Scope
This policy applies to school transportation bookings and payment records managed through Durub Alttalab. It does not reduce any mandatory right available under Saudi law.
2. Cases that may be eligible
A refund may be reviewed when a booking is cancelled before service starts under the displayed conditions, a provider cannot deliver the agreed service, the same amount is recorded more than once, an incorrect amount is confirmed, or support verifies a platform or operational issue.
3. Partial refunds
Where part of a recurring or multi-trip service was delivered and another part was not, a partial or prorated refund may be considered. Completed trips, used service, discounts, taxes, and the documented cause may be considered.
4. Cases normally not refundable
A refund may not be available for properly completed service, parent or student no-shows, late cancellation after the disclosed deadline, inaccurate booking information that prevents delivery, or a change of mind after service starts—unless review of the case identifies a provider, platform, safety, or legal reason for an exception.
5. How to request a review
Use in-app support and select the relevant booking or payment. Provide the booking ID, amount, date, reason, and any helpful messages or evidence. Never send a password, OTP, full card number, or card security code.
6. Review process
The team may review booking status, trip history, messages, provider response, location or milestone records, payment confirmations, and supporting evidence. Additional information may be requested before a decision is made.
7. Current cash-payment flow
At launch, payments are recorded through parent cash-handover reporting and provider receipt confirmation. An approved cash refund is coordinated and recorded through the platform’s support process. If online gateway processing is enabled later, an approved refund will normally be submitted to the original supported payment method.
8. Provider settlement
Provider payout may be held while a refund or dispute is reviewed. A full refund can reverse or waive the related platform commission; a partial refund can proportionally adjust provider balance and settlement records. Payout remains subject to final platform checks.
9. Timing
The time needed depends on the service record, provider response, evidence, payment method, and complexity of the issue. When a payment gateway is enabled, the processor and financial institution will control final posting time after approval.
10. Chargebacks and suspected fraud
Report a suspected duplicate, unauthorized, or fraudulent transaction promptly to support and, where relevant, the payment provider or financial institution. The platform may secure the account, pause payout, and preserve relevant records during review.
11. Contact and updates
Refund questions may be submitted through in-app support or the official website contact form. This policy may be updated when booking rules, payment methods, gateway capabilities, or legal requirements change.