VUZ Refund Policy

Last updated: 14 September 2026

This Refund Policy explains when and how you can obtain a refund for a subscription or other paid service purchased on VUZ. It forms part of the VUZ Terms of Use and should be read together with them. Capitalised terms that are not defined here have the meaning given to them in the Terms of Use.

We want every subscriber to be treated fairly. We also need to protect VUZ, our partners, and our paying community from fraud and from misuse of this Policy. This Policy is written to achieve both.

1. Scope of this Policy

This Policy applies to:

• monthly, three-monthly, yearly, or any other form of subscription to the VUZ Services;
• any other paid service or paid access purchased from VUZ, whether through the VUZ App or through vuz.com.

In this Policy, "VUZ Services" means all of the products, features, applications, services, technologies, content, and software that VUZ makes available to you, whether through the VUZ App, vuz.com, a connected television application, a virtual reality or immersive device, or any other platform on which VUZ is offered. This includes immersive and 360º video content, live event broadcasts, channels, master classes, and any subscription tier, package, bundle, or paid feature through which access to that content is provided, together with any new or replacement service that VUZ introduces from time to time. Physical goods purchased through the VUZ Shop are not part of the VUZ Services and are dealt with in Annex A to the Terms of Use.

This Policy applies to purchases made in SAR and USD using Visa and MasterCard credit and debit cards, and to purchases billed through the app stores described in section 2.

2. Where You Purchased Matters

2.1 Purchases through the Apple App Store. Where your subscription is billed to your iTunes account, Apple is the merchant of record and refunds are handled by Apple in accordance with Apple's Media Services Terms and Conditions. You must submit your refund request to Apple. We will assist you where we can, but we are not able to issue a refund for a transaction that we did not process.

2.2 Purchases through Google Play. Where your subscription is billed through Google Play, refunds are handled by Google in accordance with the Google Play Terms of Service. Requests made to Google outside its own refund window are assessed by Google.

2.3 Purchases made directly through vuz.com. Where you purchased directly from us, we process the payment and this Policy applies in full. Refund requests should be sent to info@vuz.com as described in section 6.

3. Your 14-Day Cancellation Right

If you have purchased a subscription to the VUZ Services, you have the right to cancel your purchase and receive a full refund within 14 days of the date of purchase.

However, if you access the VUZ App and use the subscription within that 14-day period, you will no longer be eligible for a refund under this section if you decide to cancel your purchase. This is because the digital content you purchased has been supplied to you. Where your purchase is made through an app store, that store's own cancellation window may apply instead.

This 14-day right applies to your initial purchase of a given subscription. It does not apply again to each automatic renewal of that subscription. Renewals are addressed in sections 4 and 5.

4. Auto-Renewal and Cancellation

Subscriptions on VUZ renew automatically unless auto-renewal is turned off at least 24 hours before the end of the current period. Your account will be charged for renewal within 24 hours prior to the end of the current period.

You may cancel any subscription to the VUZ Services at any time via the mobile app, or through your app store account settings where the subscription is billed by an app store. Cancellation takes effect at the expiry of the subscription period that you have already paid for. You keep access until the end of that period, and, except as set out in section 5, you will not be refunded for any remaining portion of subscription fees you have already paid.

Any unused portion of a free trial period is forfeited when you purchase a subscription, where applicable.

5. When We Will Issue a Refund

Outside the 14-day right in section 3, we will refund you in the following circumstances. In each case, section 6 (how to request) and section 8 (fair use) apply.

5.1 Duplicate or accidental charges. If you have been charged more than once for the same subscription period, or charged for a subscription you did not purchase, we will refund the duplicate amount in full.

5.2 Unauthorised transactions. If a charge was made without your authorisation, we will refund it once we have completed a reasonable investigation and are satisfied that the transaction was unauthorised. We may ask you to confirm details of the transaction and of your account, and, where the circumstances require it, to report the matter to your card issuer.

5.3 Charges after a valid cancellation. If you cancelled before the renewal cut-off described in section 4 and were nevertheless charged, we will refund that charge in full.

5.4 Unused renewals. If an automatic renewal is charged and you have not accessed any content under that subscription during the new billing period, you may request a refund of that renewal within 7 days of the charge. We will refund it in full and end the subscription at that point.

5.5 Failure to deliver. If we are unable to deliver what you paid for, we will refund you. This includes where a paid live event is cancelled and not rescheduled, where a channel or its content becomes permanently unavailable during a period you have paid for, or where a fault attributable to VUZ prevents you from accessing the Service for a prolonged period. Depending on the circumstances, we will issue either a full refund or a pro-rata refund covering the affected part of the billing period.

5.6 Payments made by a person under 18. Purchasing on VUZ requires you to be at least 18 years of age. If a subscription was purchased through the account of a person under 18, or using a payment method belonging to someone who did not authorise the purchase, we will cancel the subscription and refund the amounts charged in the then-current billing period, once we have completed a reasonable investigation. We may ask for confirmation of the account holder's age and of the ownership of the payment method.

5.7 Statutory rights. We will refund you in any other circumstance in which a refund is required by the mandatory consumer protection laws applicable to you, including the e-commerce and consumer protection laws of the Kingdom of Saudi Arabia. Nothing in this Policy limits those rights.

6. How to Request a Refund

6.1 Send your request to info@vuz.com, or use the VUZ App: Profile Page → Settings Screen → "Report A Problem".

6.2 Please include:

• the email address registered to your VUZ account;
• the subscription, channel, or service purchased;
• the date and amount of the charge, and the transaction or receipt number;
• where the purchase was made (VUZ App, app store, or vuz.com);
• the reason for your request, and any supporting evidence.

6.3 Time limits. Requests under section 3 must be made within 14 days of purchase. Requests under section 5.4 must be made within 7 days of the renewal charge. All other requests should be made within 30 days of the charge, or within 60 days where the request concerns an unauthorised transaction. We may still consider a late request at our discretion where the circumstances justify it.

6.4 Our response. We will acknowledge your request within 2 business days and give you a decision within 10 business days of receiving all of the information we need. If we decline your request, we will explain why.

7. How Refunds Are Paid

• Refunds are made only through the original mode of payment. We cannot refund to a different card, account, or person.
• Refunds are made in the currency in which you were charged (SAR or USD). We are not responsible for exchange rate movements between the date of the charge and the date of the refund, or for any fee charged by your bank or card issuer.
• Where applicable taxes were charged on your purchase, they are refunded together with the refunded amount.
• Once a refund has been approved, it is normally processed by us within 5 business days. Your bank or card issuer may take a further 7 to 21 business days to make the funds available to you.
• Refunds are not available as cash, credit to another account, or transfer to another user.
• When a refund is issued, the subscription it relates to ends and access to the associated content is withdrawn.

8. Fair Use and Fraud Prevention

This Policy is intended to protect customers who have a genuine problem. To keep it that way, the following applies.

8.1 Verification. We may verify your identity, your ownership of the account, and your ownership of the payment method before issuing a refund, and we may decline a request where we cannot reasonably do so.

8.2 Limits. Except where a refund is due because of our own failure (sections 5.1, 5.2, 5.3, 5.5, and 5.6) or is required by law, we will not normally issue more than two refunds to the same account, payment method, household, or device in any 12-month period.

8.3 Patterns of abuse. We may decline a refund request, and restrict future purchases, where we identify a pattern of subscribing, consuming content, and then requesting a refund; the repeated use of free trials or promotional pricing through multiple or duplicate accounts; the use of false or misleading information in a refund request; or any other conduct intended to obtain access to paid content without paying for it.

8.4 Suspended and terminated accounts. Where your account is suspended or terminated for unauthorised use of the Service, for fraudulent or abusive activity, or for breach of our Terms of Use or Community Guidelines, amounts already paid are not refundable, and we may cancel any pending refund request.

8.5 Misuse of this Policy is a breach of the Terms of Use and may itself result in suspension or termination of your account.

9. What Is Not Refundable

Except where section 5 applies or where a refund is required by law, the following are not refundable:

• the remaining portion of a subscription period after you cancel, or after your subscription otherwise ends;
• a subscription that you have accessed during the 14-day period described in section 3;
• change of mind after you have viewed content under the subscription;
• charges arising because you did not turn off auto-renewal in time, subject to section 5.4;
• problems caused by your device, operating system, internet connection, or network provider, or by your use of a device or software that does not meet the published minimum requirements for the Service;
• content that becomes unavailable because of your own breach of the Terms of Use or the Community Guidelines;
• promotional, discounted, bundled, gifted, or redeemed codes and vouchers, which have no cash value and cannot be exchanged for cash;
• free trials, and any unused portion of a free trial.

10. Chargebacks

If you believe a charge is wrong, please contact us first at info@vuz.com. Most issues are resolved quickly and in your favour.

Raising a chargeback with your bank or card issuer without contacting us may result in the immediate suspension of your account while the matter is investigated, and we may submit evidence of your purchase and of your use of the Service to the card scheme in response. Where a chargeback is resolved in our favour, access to your account may be restored once any outstanding amount has been settled. Repeated or unjustified chargebacks may result in permanent termination of your account and a refusal of future purchases.

11. Changes to This Policy

We may update this Refund Policy from time to time so that it accurately reflects our services and applicable legal requirements. When we do, we will revise the "Last updated" date at the top of this page. The version of this Policy in effect at the time of your purchase applies to that purchase. Modifications are effective on the day they are posted, and we encourage you to review this page periodically.

12. Governing Law

This Refund Policy is governed by the laws of the Kingdom of Saudi Arabia, and any dispute arising out of or in connection with it is subject to the dispute resolution provisions of the VUZ Terms of Use. If you are a consumer, this does not deprive you of the protection of the mandatory consumer protection laws of the country in which you reside.

13. Contact Us

Email: info@vuz.com

Office address: Riyadh, Kingdom of Saudi Arabia (KAFD)