Refund Policy

1. Overview

This Refund Policy applies to all rental bookings made with Ahlam Five Star Company. Please read this policy carefully before making a booking. By completing a booking and paying the deposit, you confirm that you have read and agreed to this policy.

2. Deposit Refunds

The 50% deposit paid at the time of booking is refundable under the following conditions:

• Full refund if cancellation is made 72 hours or more before the confirmed start date.
• 50% of the deposit refunded if cancellation is made between 48 and 72 hours before start.
• 25% of the deposit refunded if cancellation is made between 24 and 48 hours before start.
• No refund if cancellation is made less than 24 hours before the confirmed start date.

3. Non-Refundable Situations

The deposit is non-refundable in the following situations:

• The customer cancels on the day of delivery or fails to provide site access.
• The rental has commenced and the customer requests early termination without cause.
• Damage, misuse, or breach of the rental agreement by the customer.
• The customer provides incorrect site information causing failed delivery.

4. Remaining Balance

The remaining 50% balance due after job completion is non-refundable once the rental period has commenced and the machine has been delivered and operated on site. Any disputes regarding the remaining balance must be raised within 24 hours of rental completion.

5. Company-Initiated Refunds

If Ahlam Five Star Company cancels a confirmed booking for any reason on our side, the full deposit will be refunded to the customer within 7 working days via the original payment method or bank transfer.

6. Refund Process

• All refund requests must be submitted in writing to FIVESTARKSA@OUTLOOK.COM.
• Include your full name, booking date, and bank transfer details for the refund.
• Approved refunds are processed within 7 working days of the approval decision.
• Refunds are made via bank transfer to Al Rajhi Bank or the customer's nominated account.

7. Disputes

If you believe a refund has been incorrectly denied, please contact us first at FIVESTARKSA@OUTLOOK.COM. We aim to resolve all disputes fairly and promptly. Unresolved disputes will be handled under the laws of the Kingdom of Saudi Arabia.

8. Contact

Email: FIVESTARKSA@OUTLOOK.COM
Phone: +966 598 065 276
Address: 2764 Harmalah Ibn Amrou, Al Ariydh District, Madinah 42314, Saudi Arabia