The short version
- You can cancel free of charge at any time before the technician sets out for your visit.
- If you paid in advance and work has not started, you get your money back.
- If we cancel, or cannot do the job, you get a full refund.
- Refunds go back to the card or bank account you paid from. We do not replace refunds with credit.
- We send approved refunds within 5 business days. Your bank may take up to 14 business days to show them.
This document is also published in Arabic. If the two versions differ, the Arabic version applies.
1.What this policy covers
This policy applies to every service booked through the PrimeFix website or app, whether you paid online by card through Tap Payments or by bank transfer.
It adds to your rights under the Saudi E-Commerce Law and consumer protection rules. It does not limit them.
2.Cancelling a job
| When you cancel | What you pay |
|---|---|
| Before the technician sets out for the visit | Nothing. |
| After the technician arrives, before you approve a quotation | Only the visit or inspection fee, if one was shown to you before the visit. Otherwise nothing. |
| After you approve the quotation, before work starts | Nothing, except parts ordered specially for your job that the supplier will not take back. These are marked on the quotation. |
| After work has started | The work completed so far and the parts already fitted, priced as in the approved quotation. |
To cancel, call or email us with your ticket number. Moving a visit to another time is free if you tell us at least 3 hours before it.
3.When you get a refund
| Situation | Refund |
|---|---|
| You cancel before work starts after paying in advance | The full amount, minus any fee shown in the table above. |
| We cancel the job, or cannot carry it out | The full amount. |
| You were charged twice, or charged the wrong amount | The extra amount, in full. |
| The work was not done as quoted and we cannot put it right | A full or partial refund for the part of the job affected. |
| A card payment failed but your account was still debited | Your bank usually reverses this by itself within a few days. If it does not, contact us and we will resolve it with Tap Payments. |
Work that was completed as quoted and signed off by you, and parts already installed, are not refundable. If a fault comes back, our 30-day workmanship warranty covers it: we return and fix it at no charge.
4.How to ask for a refund
- Contact us within 14 days of the payment, or of signing off the job, with your invoice number and the reason for your request.
- We confirm that we have received it within 2 business days, and give you our decision within 5 business days. If we need to inspect the site, we will arrange a visit with you.
- When a refund is approved, we issue a credit note against your VAT invoice, as ZATCA rules require.
5.How we pay refunds
- Card payments (mada, Visa, Mastercard, Apple Pay) are refunded to the same card through Tap Payments. We send the refund within 5 business days of approving it, and your bank may take up to 14 business days to show it on your statement.
- Bank transfers are refunded by transfer to the account that made the payment.
- Cash payments are refunded by bank transfer to an account in the payer’s name.
- Refunds are made in Saudi riyals, for the amount you paid including VAT. We do not charge any fee for refunding you.
6.If you disagree with our decision
Tell us, and a manager will review your case again. If you are still not satisfied, you can contact the Ministry of Commerce on 1900 or through its Balagh Tijari service.
You can also contact your bank about a card payment. Please give us the chance to resolve it first, as a bank dispute usually takes longer to settle than a refund from us.
7.Contact us
PrimeLynx Global Company
- Email: info@primelynxglobal.com
- Phone: +966 56 769 3142
- Hours: Sunday to Thursday, 8:00 am to 6:00 pm (Riyadh time). Emergency call-outs 24/7.