Subscriptions & refunds

Last updated: 26 September 2026

This page explains what is paid on Milfa and when it is refunded. Customers (shoppers) never pay Milfa anything — the app is free for them. Payment applies only to a brand subscribing to the platform.

Seller

• Name: Hulul Al-Hgad Trading Est.
• Commercial registration: 7021295550 · VAT number: 302147063200003
• Service: Milfa, a loyalty points & rewards platform (digital subscription service)
• Contact: support@milfa.cloud · +966 55 053 5715 · 920012635

Prices and tax

• Prices shown on the subscription screen include 15% VAT; the receipt itemises net and tax.
• Currency: Saudi Riyal (SAR).
• Card payments (mada · Visa · Mastercard) are processed by Moyasar. Card details go from your browser to Moyasar directly and never pass through our servers. We store only a Moyasar token plus the card brand, last four digits and expiry.
• Subscribing and paying happen on the website milfa.cloud only, not inside the mobile app.

Free trial

Every new brand starts with a free trial — no card, no charge. If you subscribe during the trial, your paid period starts after the trial days end, so you lose none of them.

Auto-renewal and cancellation

• The subscription renews automatically (monthly or annually) from the saved card.
• You can stop renewal at any time from “Subscription” in the brand dashboard, or by deleting the saved card. Service continues until the end of the paid period, then the account moves to the limited free plan — no data is deleted; anything above the free-plan limit is paused until you renew.
• If a renewal charge fails we retry three times over about three days and email you; after that the account moves to the free plan.

Upgrades and downgrades

• Upgrades (higher plan, or monthly → annual) start immediately, and the unused part of your paid period is credited against the amount due.
• Downgrades (lower plan, or annual → monthly) start at the end of the paid period; you keep your current plan until then, and the current period is not refunded.
• A promotional discount applies to the first payment only, and your price stays as it was when you subscribed if prices change later.
• Leftover credit is not paid out in cash; it is applied to future payments.

When we refund

A subscription is a digital service that starts at once, so the paid period is non-refundable once started — a full free trial is available before any payment. We do refund in full in these cases:

• A duplicate charge for the same period, or a charge after you stopped renewal.
• A charge for an amount other than the plan and price shown on the subscription screen.
• The subscription was not activated after a successful payment and we could not activate it for you.
• A transaction you did not make on your card (after verification with the payment gateway).

Tell us within 14 days of the receipt date. We review and reply within two business days, and if a refund is due we issue it to the same card within five business days of approval; how long it then takes to appear is up to your card issuer. No cash refunds and no refunds to a different account.

How to request a refund

1. Open “Subscription → Payment history” in the brand dashboard and take the receipt number.
2. Email support@milfa.cloud from the brand owner’s email with the subject “Refund request”, including the receipt number and the reason.
3. We reply to the same address with the decision and the timing.

Brand packages paid at the cashier

Some brands sell their customers prepaid packages (item quotas or credit worth more than its price). That payment happens at the brand’s cashier directly; it does not pass through Milfa or any payment gateway of ours, and we collect nothing from it. Milfa only records the package and tracks its use, so refunding or changing it is the brand’s own responsibility under its policy — contact the brand directly.

Points and rewards

Points are not money: they are not redeemable for cash, not transferable between brands, and not refundable. Each brand sets its own points rules, rewards and expiry, and is responsible for honouring them. If you see a wrong transaction in your history, report it to the brand to correct or cancel it.

This page describes the commercial policy actually implemented in the system. It is not legal advice and does not replace your statutory rights in Saudi Arabia.