Refund & Cancellation Policy

Nothing in this policy is intended to remove or restrict rights available to consumers under applicable laws of the Kingdom of Saudi Arabia.

Where applicable law provides a greater right to cancellation, refund, or compensation than this policy, the applicable legal right will prevail.

Saudi Ministry of Commerce guidance states that electronically supplied services are subject to the E-Commerce Law and recognizes cancellation/refund rights in certain circumstances, including where a consumer has not benefited from or used a service within the applicable statutory period.

Cancellation before service performance is subject to the following conditions:

• Cancellation more than 48 hours in advance: The customer is entitled to cancel the booking and receive a full refund of the paid amount without deducting any fees.

• Cancellation less than 48 hours in advance: If cancellation is requested less than 48 hours before the scheduled service or event start time, a 25% fee is deducted from the booking value as preparation and setup costs, and the remainder is refunded to the customer.

Many PropsBox services are prepared specifically for an individual customer or event. This may include:

A refund will generally not be available for a service that has already been fully delivered, used, performed, consumed, or benefited from, except where required under applicable law or where the service was materially defective or not delivered as agreed.

Services reserved for a specific event date may involve advance preparation and allocation of resources.

Customers should notify PropsBox of cancellations or changes as early as possible.

A request to cancel or change an event date does not automatically guarantee a refund. Refund eligibility will depend on:

Customers may request that their service be moved to another event date.

Rescheduling is subject to PropsBox availability, required preparation time, technical feasibility, third-party availability, and any costs already incurred.

Approval of a rescheduling request is not guaranteed. Where additional costs arise because of a requested change, PropsBox will inform the customer where appropriate.

If PropsBox cancels an order and is unable to provide the purchased service for reasons within PropsBox’s reasonable control, the customer will be entitled to an appropriate refund, which may include a full refund where the service has not been provided.

Where service delivery is delayed beyond the period protected under applicable Saudi e-commerce law, customers may exercise any cancellation or refund rights available to them under applicable law.

Saudi Ministry of Commerce guidance states that a consumer may cancel where a service provider delays delivery or performance by more than 15 days from the contract date or agreed delivery date, subject to applicable conditions and force majeure exceptions.

PropsBox may not be responsible for delays or cancellations caused by circumstances outside its reasonable control, including natural disasters, severe weather, government actions, venue closures, major infrastructure failures, telecommunications outages, or public emergencies.

Any refund or rescheduling rights in such circumstances will be determined in accordance with applicable law and the specific circumstances.

Where an order was purchased using a voucher or promotional discount, any approved refund will generally be calculated based on the actual amount paid, rather than the original pre-discount price, unless applicable law requires otherwise.

Promotional value itself is not redeemable for cash.

If an order is refunded, PropsBox is not required to reinstate an expired or unavailable promotional code unless otherwise required by law or expressly agreed.

Where a refund is approved, it will normally be returned through the original payment method where technically possible.

PropsBox does not control processing times imposed by banks, card networks, or payment service providers.

Any deduction of third-party charges will only be made where permitted by applicable law and disclosed where required.

Once PropsBox approves a refund, the refund request will be submitted for processing as soon as reasonably practicable.

The time required for the funds to appear in the customer’s account may vary depending on the payment method, issuing bank, card network, and payment provider.

If you believe you have been charged twice, paid an incorrect amount, been charged for a cancelled transaction, or experienced another payment error, please contact PropsBox promptly.

We will investigate the transaction with the payment gateway and refund any amount determined to have been incorrectly collected.

A failed payment is not considered a completed purchase.

A pending payment may require confirmation from the payment provider before PropsBox can determine whether payment was successfully received.

Customers should avoid repeatedly attempting payment where a transaction appears pending until its status is confirmed.

Send your request via email to: info@propsbox.com

Please include:

PropsBox will assess requests based on:

For cancellation, refund, or payment inquiries:

PropsBox – Props Entertainment Kingdom of Saudi Arabia Email: info@propsbox.com Website: propsbox.com