Cancellation and Refund Policy

• Amount paid: the rent plus the service fee shown before payment and any VAT due on it.
• Cycle: the period paid for in a single payment. Hourly, daily and weekly bookings are paid in full in one cycle; monthly and yearly bookings are paid in cycles, month by month or year by year.
• Release: transfer of the held amount to the host (the rent) and to the platform (the service fee).

• Nothing is charged before payment, and the renter may withdraw the request or cancel an accepted booking at any time before then.
• If the host declines the request or does not respond within twenty-four (24) hours, the request ends at no cost.
• If the host accepts and the renter does not pay within forty-eight (48) hours of acceptance, the booking expires at no cost.
• If a payment completes after the booking has been cancelled or has expired, it is refunded automatically.
• With direct bank transfer, if the renter does not upload the transfer receipt within forty-eight (48) hours of both parties signing the contract, the booking expires. With payment at handover, it expires if the host does not confirm receipt of the amount within seven (7) days of the start date.

This section applies to electronic payment through Hayyiz; the rules for direct payment to the host are in their own section below.

1. Either party may cancel the booking as long as neither has confirmed the handover, and the renter receives a refund of the full amount paid, including the service fee.
2. If neither party confirms the handover within seven (7) days of the booking start date, the booking expires automatically and the full amount is refunded to the renter.
3. Once either party has confirmed the handover, the booking can no longer be cancelled, and a party who disagrees may raise a dispute. If the other party neither confirms nor raises a dispute within seventy-two (72) hours of the first confirmation, the handover is deemed confirmed and the first cycle's amount is released to the host.
4. Repeated cancellations by a host after acceptance without good reason may reduce the visibility of their listings, suspend them or suspend their account.

Example: you booked a warehouse for 3 days and paid, then your plans changed before the handover. You cancel from the booking page and get back everything you paid.

Once both parties confirm the handover, the first cycle's amount is released to the host, and released amounts are not refundable through the platform. The rules then depend on the type of period:

4.1 Hourly bookings

The full amount is paid in advance. After handover, unused hours are not refunded if you collect your items early.

Example: you booked a parking spot for 6 hours and, after handover, took your car out after two hours. The remaining four hours are not refunded. Had you cancelled before the handover, you would have received a full refund.

4.2 Daily bookings

The full amount is paid in advance, and unused days are not refunded after handover.

Example: you booked a storage room for 5 days and, after handover, collected your items on the second day. The remaining three days are not refunded.

4.3 Weekly bookings

The full amount for all weeks is paid in advance, and unused weeks are not refunded after handover.

Example: you booked a garage for 3 weeks and ended the booking after the first week. The remaining two weeks are not refunded, because the amount was paid and released in one go at handover.

4.4 Monthly bookings

1. Each month is charged at the start of its cycle, and each later cycle's amount is released to the host seventy-two (72) hours after it is charged unless a dispute is raised in that time.
2. The renter may end the booking at any time; cycles that have not yet started are not charged, and the current cycle is not refunded.
3. To avoid being charged for a new cycle, end the booking before it starts.

Example: you booked a warehouse for 3 months. The first month is paid at checkout and released at handover, then the second month is charged at the start of its cycle. If you end the booking during the second month, the second month is not refunded and the third month is not charged.

4.5 Yearly bookings

Yearly bookings follow the same rules as monthly bookings, with each year being a separate cycle paid at its start.

Example: you booked a yard for two years. The first year is paid in advance and released at handover. If you end the booking before the second year starts, the second year is not charged and the rest of the first year is not refunded.

4.6 End of the term

At the end of the term, the renter collects their items and the host confirms completion, and any amount still held is released to the host.

The host may not end the booking before its term or block the renter's access to their items without a legal or contractual reason. If this happens, the renter may raise a dispute through the platform; the platform will review it and may refund amounts not yet released, as well as take action against the host's account. This is without prejudice to the renter's right to claim before the competent authorities.

1. With direct bank transfer and payment at handover, the money goes from the renter to the host directly, so Hayyiz does not hold, guarantee or refund it.
2. Either party may cancel the booking before the host confirms receipt of the amount, and the renter owes nothing through the platform. If the renter has already transferred the amount, the host must return it to them directly.
3. Once receipt of the amount is confirmed, the booking cannot be cancelled, and a party who disagrees may raise a dispute. If the platform decides in the dispute that all or part of the amount must be returned, the host must return it to the renter directly, and Hayyiz's dues on the booking are cancelled.
4. If the host reports that the transfer has not arrived, a dispute is opened and the platform reviews the transfer receipt and what both parties provide, then decides whether the amount arrived.
5. With direct payment, the platform's responsibility is limited to recording the payment, the contract and the handover and mediating in disputes, without prejudice to either party's right to claim before the competent authorities.

Example: you chose bank transfer and sent the money, then the host reported it never arrived. A dispute is opened; if the receipt shows the money arrived, the booking continues, otherwise it is cancelled and the host must return any amount received.

This policy does not reduce the consumer rights set out in the E-Commerce Law issued by Royal Decree No. (M/126) dated 7/11/1440H, including:

• Right to withdraw within seven (7) days (Article 13): as a consumer, the renter may cancel the contract within seven days of contracting unless they have started using the service, that is, unless the handover has taken place, and is then refunded what they paid.
• Late handover (Article 14): if the host delays making the space available and completing the handover by more than fifteen (15) days beyond the agreed date, the renter may cancel the contract and get back what they paid, unless otherwise agreed.
• With electronic payment, the platform carries out this refund through the payment service provider while the amount is still held. With direct payment, the host returns the money to the renter directly, and the platform mediates between them through a dispute.

1. Either party may raise a dispute from the booking page from payment until the booking is completed, stating the grounds and attaching supporting photos and messages.
2. With electronic payment, any unreleased amount stays held by the payment service provider until the dispute is decided, and automatic release is paused meanwhile.
3. The platform reviews the evidence, especially the condition photos taken at handover, and decides in good faith either to release the held amount to the host and continue the booking, or to refund it to the renter and end the booking.
4. With direct payment, the platform's decision states what the host must return to the renter, and the host must carry it out directly.
5. The platform's decision covers only amounts still held; amounts already released to the host are not refunded through the platform.
6. The platform's decision does not prevent either party from going to the competent judicial authorities in the Kingdom of Saudi Arabia.

There is no refund or protection for any amount paid outside a booking recorded on Hayyiz. If you pay in cash, by transfer or through any other app without a booking on the platform, or by a method other than the one set out in its contract, it is not covered by the contract, disputes or refunds, and the platform cannot help you recover it.

Dealing or paying outside the platform breaches the Terms of Use and may lead to account suspension. If you are asked to do so, report it through the contact page by choosing the topic "Asked to deal or pay outside Hayyiz".

• With electronic payment, the amount is returned through the payment service provider to the same original payment method, and is not refunded in cash or to another account.
• We start the refund as soon as the booking is cancelled or the decision is made, and retry automatically if the provider is slow to respond. The amount may take several business days to appear depending on the provider and the issuing bank.

For any question about cancellations or refunds, contact us through the contact page. This policy applies together with the Terms of Use and the electronic rental agreement for each booking.