Cancellation, Refund & Rescheduling Policy

Medura: The Medura platform operated by Alhala Alteqaniyah Company for Information Technology. Medura operates as a commercial technology platform that enables users to search for, book, and pay for training programs and courses through the platform.

Training Center: The entity that provides the training program or course booked through the Medura platform.

Trainee: The person who books or purchases a training program or course through the Medura platform.

Booking: The process of registering for or purchasing a training program or course and completing the applicable payment through the Medura platform.

Program Start Time: The date and time specified in the booking details for the start of the program. For multi-session programs, the first session shall be considered the program start.

Commencement of Use: Any actual use of the training service, content, or any part of the program, including attending a session, joining a remote session, accessing or playing recorded content, or using training materials made available as part of the program.

This policy is governed by and construed in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia.

This policy applies to bookings and payments made through the Medura platform for training programs and courses, whether they are:

• In-person.
• Delivered remotely or online.
• Recorded or include recorded content.
• Composed of a single session or multiple sessions.

Certain programs may include specific terms relating to cancellation, refunds, attendance, or access to content. Such terms will be disclosed to the trainee before completing the booking and payment.

Where no specific terms are disclosed for a particular program, this policy shall apply.

3.1 Cancellation 72 Hours or More Before the Start Time

The trainee may request cancellation of the booking 72 hours or more before the scheduled start time of the program.

Where the trainee is entitled to a refund, the refund amount shall be calculated based on the amount actually paid by the trainee for the booking, after applying any discounts, coupons, or promotional offers used at the time of purchase.

Instead of a cash refund, the trainee may choose to reschedule the booking or transfer it to another program in accordance with this policy.

3.2 Cancellation Less Than 72 Hours Before the Start Time

If the trainee submits a cancellation request less than 72 hours before the scheduled start time, the primary option available shall be rescheduling or transfer to another program, subject to this policy and seat availability.

A cash refund shall not be available in this case unless another refund entitlement applies under this policy or under applicable laws and regulations.

3.3 After the Program Has Started

Once the first session or first part of the program has started, the trainee shall not be entitled to a cash refund for the booking once use of the service has commenced, regardless of the number of remaining sessions.

This applies to programs consisting of a single session or multiple sessions, whether delivered in person or remotely.

This does not affect any statutory right available to the trainee under applicable laws and regulations.

To provide the trainee with an alternative option, a booking may be rescheduled to a later date for the same program once only, subject to the following conditions:

• The rescheduling request must be submitted at least 24 hours before the original program start time.
• A seat must be available on the alternative date.
• The alternative date must be available through the Training Center.
• The trainee must not have commenced use of the program.

Rescheduling does not entitle the trainee to choose any date of their preference and remains subject to the available dates and seats.

Once the rescheduling is confirmed and the trainee accepts the new date, the booking shall be considered transferred to the alternative date. The trainee may not subsequently request a cash refund due to the unsuitability of the new date or failure to attend it, subject to applicable statutory rights.

Rescheduling is permitted once only per booking.

The trainee may request to transfer the booking from the original program to another training program available on the Medura platform, subject to seat availability and approval by Medura and the Training Center where required.

5.1 If the New Program Has a Higher Value

If the new program is more expensive than the original booking, the trainee must pay the difference in value before the transfer is confirmed.

5.2 If the New Program Has a Lower Value

If the new program is less expensive than the original booking, the difference due to the trainee will be refunded after deducting an administrative fee of 2.5% of the amount of the difference due for refund.

5.3 Effect of Transfer on Refund Eligibility

Once the transfer is confirmed and the trainee accepts the new program, the original booking shall be considered settled through the transfer, and the trainee shall no longer be entitled to request a cash refund for the original booking.

The trainee shall also not be entitled to request a refund for the new program merely because the transfer was completed, except in accordance with the terms applicable to the new program or any statutory right available under applicable laws and regulations.

For recorded programs or programs that include recorded training content, the trainee shall be considered to have commenced use of the program upon performing any of the following actions, depending on the nature of the program:

• Accessing the training content.
• Playing or viewing any portion of the content.
• Opening or using training materials and files made available as part of the program.
• Using or accessing any part of the service or content made available to the trainee.

Once use of the content has commenced, the trainee shall not be entitled to a cash refund under this policy, subject to any statutory rights available under applicable laws and regulations.

Medura may rely on login, access, playback, and usage records to verify the date and time at which use of the content commenced.

A trainee who does not attend the scheduled program or training session shall not be entitled to a refund solely due to non-attendance.

Failure to attend does not by itself constitute a request for rescheduling.

If the trainee fails to attend the date provided after rescheduling or transfer, the booking shall be considered consumed and the trainee shall not be entitled to a cash refund, subject to any applicable statutory right.

The Training Center or Medura may cancel or postpone a program when there is a reason requiring such action, and affected trainees will be notified through the contact information provided in the booking where possible.

If a program is cancelled by the Training Center or Medura, the trainee may choose between:

• Rescheduling the booking to an available alternative date; or
• Receiving a refund of the amount paid in accordance with the procedures set out in this policy.

The trainee will not be charged fees arising from the refund process when the refund results from cancellation of the program by the Training Center or Medura.

If the program is postponed rather than cancelled, the trainee will be notified of the new date, and the request will be handled according to the options available for the applicable circumstances.

Fee for Transfer to a Lower-Priced Program

When a booking is transferred to a lower-priced program, an administrative fee of 2.5% of the difference amount due for refund to the trainee shall apply.

This fee does not apply to refunds resulting from an error by Medura or from cancellation of the program by Medura or the Training Center, where a refund is otherwise due.

10.1 Submitting a Request

The trainee must submit a cancellation or refund request through one of Medura’s official communication channels.

The request should include, where applicable:

• Trainee’s name.
• Phone number or email address used for the booking.
• Booking or order number.
• Program or course name.
• Reason for the cancellation or refund request.
• Any documents or additional information required to verify the request.

10.2 Request Review

Medura will review the booking and payment details, the date and time the request was submitted, the status of the program, whether the trainee has commenced use of the service or content, and any specific terms disclosed for the program.

The date and time Medura receives the request will be used to determine the timing of the cancellation request, provided that the request contains the information necessary to verify the booking.

10.3 Refund Processing Time

Once a refund is approved, Medura will initiate the refund to the original payment method used for the booking where possible.

Refund requests are normally processed within 5–7 business days from the date of approval.

The time required for the amount to appear in the trainee’s account may vary depending on the bank, card issuer, or payment service provider. Medura is not responsible for delays caused by those parties after the refund has been processed.

Training programs may differ in delivery method, number of sessions, availability of recorded or live content, and whether they are delivered in person or remotely.

Accordingly, a particular program may include additional or different terms relating to attendance, cancellation, refunds, or access to content.

Any program-specific terms must be clearly disclosed to the trainee before completing the booking and payment and shall form part of the booking terms for that program.

Program-specific terms that were not disclosed to the trainee before completing the booking and payment shall not be applied to the booking.

The trainee has the right to submit a complaint or appeal regarding a booking, payment, cancellation, refund, or training service through Medura’s official communication channels.

Medura will review the complaint and coordinate with the Training Center where necessary and aims to respond to complaints within two business days under normal circumstances.

Some complaints may require additional time where they involve coordination with the Training Center or review of attendance records or content access records.

Submitting a complaint or appeal does not prevent the trainee from exercising any right available under the laws and regulations applicable in the Kingdom of Saudi Arabia.

• Completing a booking through the Medura platform constitutes the trainee’s acknowledgment that they have reviewed this policy and any program-specific terms, where such terms were disclosed before completing the booking.
• No provision of this policy shall be interpreted as waiving or restricting any right granted to the trainee under mandatory applicable laws and regulations.
• This policy applies to bookings based on the version in effect at the time the booking was completed, unless otherwise required by law or agreement.
• Medura reserves the right to update this policy from time to time, and the updated version will be published on the platform.
• If any provision of this policy conflicts with a mandatory applicable legal provision, the applicable legal provision shall prevail to the extent necessary to resolve the conflict.
• This policy is governed by the laws and regulations applicable in the Kingdom of Saudi Arabia.

For inquiries regarding cancellations, refunds, rescheduling, or this policy, trainees may contact Medura through the official communication channels provided on the platform.

Email: [email protected]