Refund Policy

REFUND POLICY

Platform / Application: Hala Drama — for Short Drama

United Arab Emirates

Operating entity: [Hala Media LTD] — | Support email address: [halladrama.com@…]

1.1. This Policy sets out the provisions governing the refund of amounts paid on the Platform, elaborates the provisions of Clause 13 (Refund Policy) of the General Terms and Conditions of Use, and is read together with them and with the Privacy Policy and the Cookie Policy as a single unit.

1.2. This Policy forms an integral part of the Terms and Conditions and is incorporated into them by reference. Its provisions prevail within the scope of their subject matter in relation to refunds specifically, while the Terms and Conditions remain prevailing in all other respects.

1.3. This Policy applies to all purchases executed through the website and the applications for mobile phones, smart devices and connected televisions, whether relating to Subscriptions, In-App Coins, the unlocking of Episodes, or any other paid features.

The terms used in this Policy shall have the same meanings assigned to them in Clause 2 of the Terms and Conditions, and in addition the following shall mean:

“Refund”: the return of an amount paid — in whole or in part — to the User’s original payment method.

“Compensatory Credit”: the grant of In-App Coins or the extension of a Subscription period as an alternative to a cash Refund; it does not constitute an acknowledgment of a right to a Refund.

“Consumed Content”: any Episode that has been unlocked or viewed, any paid feature that has been activated, or any Coins actually deducted from the wallet.

“Application Store”: the Apple App Store, Google Play, or any other store through which billing is executed.

3.1. All payments — including Subscription fees, In-App Coin purchases, unlocked Episodes and paid features — are final and non-refundable in whole or in part, and this to the maximum extent permitted by the Applicable Laws.

3.2. This includes in particular: periods of non-use; unconsumed Coins; cancellation of a Subscription before the expiry of its term; termination or suspension of the Account by reason of breach of the Terms and Conditions; and the User’s dissatisfaction with the Content or with its nature as generated or modified by artificial intelligence technologies, after disclosure of the same.

3.3. The foregoing does not prejudice any non-waivable mandatory rights prescribed for the consumer under Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation, and all other mandatory legislation in force in the State or in the User’s country of residence, and the provisions of Clause 7 of this Policy shall apply in the event of conflict.

4.1. Subscriptions renew automatically in accordance with Clause 9.1 of the Terms and Conditions, and the User may stop the renewal at any time before the renewal date from the Account settings or from the Application Store through which the Subscription was made.

4.2. Cancellation takes effect from the end of the current subscription period, and the User retains access to its benefits until the end of it, and no refund of any amounts in respect of the current period or any part of it arises from it.

4.3. No refund arises from the downgrading of a package, and the lower package applies from the following billing period. As for an upgrade, the difference in its value applies immediately or as the Platform determines.

4.4. The free trial period converts automatically into a paid Subscription upon its expiry unless the User cancels before then, and non-use during the trial period does not constitute a ground for a Refund.

4.5. No refund in respect of previous billing periods arises from the modification of prices in accordance with Clause 10.4 of the Terms and Conditions, and the User is entitled to stop the renewal before the new price takes effect.

5.1. In-App Coins — whether paid or promotional — are not money, stored monetary value or a means of payment. They are a limited licence of use within the Platform, and are non-refundable, non-transferable and non-exchangeable for cash, in accordance with Clauses 11.2 and 12.1 of the Terms and Conditions.

5.2. The deduction of Coins against the unlocking of an Episode or a feature constitutes final consumption of the digital service upon its being made available to the User, and does not admit of a Refund even if the User has not completed viewing.

5.3. Promotional Coins, or Coins earned as rewards, are not refundable in any event, do not create any vested right, and expire in accordance with what the Platform announces or upon closure of the Account, whichever is earlier.

5.4. Any Coins obtained by fraudulent or automated means, or through the exploitation of technical errors, shall be cancelled without a Refund and without prejudice to the Platform’s right of accountability.

6.1. If the purchase transaction is executed through an Application Store, billing and refunds are subject to the policies and mechanisms of that store, and the User must submit their request directly to it.

6.2. The Platform does not have — from a technical standpoint — the capability to execute a direct refund in respect of such transactions, and its role is confined to support, guidance, and providing the User with the necessary transaction details.

6.3. If the store executes a refund of a Coin purchase or of a Subscription, the Platform may withdraw the corresponding Coins or benefits from the Account, and suspend the Account if its balance becomes negative.

7.1. The provisions of this Policy shall not be construed in a manner that extinguishes any mandatory right prescribed for the consumer under Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation, and the legislation regulating trading by modern technological means in force in the State.

7.2. The User is in particular entitled to request a Refund if the service is materially defective, or is unusable for a reason attributable to the Platform, and this in accordance with Clause 8 below.

7.3. Users resident in the European Union or the United Kingdom: such Users are entitled to cancel the contract within fourteen (14) days from its conclusion, provided that this right lapses in respect of digital content upon the commencement of performance of the service with their express consent and their acknowledgment of the lapse of the right of cancellation upon the commencement of performance.

7.4. If the law of the User’s country of residence imposes broader rights, those rights shall prevail within the limits of the mandatory provisions they prescribe.

8.1. Without prejudice to the general principle established in Clause 3, the Platform shall consider refund requests in the following cases:

(a) Duplicate or erroneous charge: repetition of the deduction of the same amount, deduction of an amount not due, or deduction after the stopping of automatic renewal — and the treatment shall be a full refund of the excess amount.

(b) Non-delivery of the service: the non-addition of Coins to the wallet, or the non-activation of a Subscription, notwithstanding the success of the payment transaction — and the treatment shall be delivery of the service.

(c) Material technical failure: the impossibility of accessing paid Content for a period exceeding [72] hours for a reason attributable to the Platform — and the treatment shall be the grant of a Compensatory Credit.

8.2. The Platform reserves — at its absolute discretion and without obligation — the right to grant a Refund or an exceptional Compensatory Credit in other individual cases, without this constituting a binding precedent or a waiver of any of the provisions of this Policy.

9.1. A refund request shall be submitted via [the email address / the in-app support form] within [14] days from the date of the transaction that is the subject of the request, and shall include: the Account details; the transaction number, its date and its amount; the payment method; the reason for the request; and any supporting attachments (screenshots, store receipt).

9.2. The Platform shall notify the User of receipt of the request within [two] working days, and shall determine it within [10] working days from the completion of the required details, giving reasons for a rejection where appropriate.

9.3. An accepted Refund shall be executed to the original payment method exclusively, within [14] working days from the date of approval, and the period for the actual crediting may take additional time as determined by the payment provider or the issuing bank.

9.4. There shall be deducted from the refunded amount — where appropriate and in a manner not contrary to the law — such transfer fees, currency exchange differences, or non-recoverable fees imposed by the payment provider as the Platform has incurred.

9.5. Upon acceptance of a Refund, the corresponding Coins or benefits shall be withdrawn from the Account, and the User shall lose access to the Content unlocked with them.

10.1. The Platform is entitled to reject repeated or unjustified refund requests, or requests from the pattern of which it may be inferred that the Content was exploited before the Refund was requested, or requests submitted from Accounts in breach of the Terms and Conditions.

10.2. The User shall contact the Platform before submitting any objection to the transaction with the bank (chargeback). Where an unjustified objection is submitted, the Platform is entitled to suspend or terminate the Account and to recover the value of the consumed benefits and the administrative fees arising therefrom.

The amount of value added tax paid shall be refunded in proportion to the original amount refunded and in accordance with the tax legislation in force. The Platform does not bear any taxes or duties imposed by the authorities of the User’s country of residence or by their bank.

The Platform may amend this Policy at any time in accordance with Clause 28 of the Terms and Conditions. The updated version shall be published on the Platform with the last-updated date amended. Amendments apply to transactions executed after their effective date, without retroactive effect.

This Policy is subject to the laws of the United Arab Emirates in force, and any dispute arising out of it shall be settled in accordance with the dispute resolution mechanism provided for in Clauses 31 and 32 of the Terms and Conditions (amicable settlement, followed by arbitration seated in the United Arab Emirates), without prejudice to any mandatory jurisdiction prescribed in favour of the consumer under the law.

[Hala Media LTD] — | Email address: [halladrama.com@…] | In-app support: Settings → Help → Refund request.