Payment, Refund and Subscription Policy
Scope of platform fees
Pactora is a business technology platform for managing contracts and documenting contracting steps. It collects only its own service fees, plan subscriptions and disclosed commissions. It does not collect or hold contract counterparties’ funds for distribution. Documenting contracting steps does not guarantee the parties’ performance or constitute government approval of a contract.
Pricing and commission entitlement
The order displays the service description, price, currency, applicable discount and total before payment. In the contract-completion workflow, the disclosed platform fee becomes due after both parties sign and before the completion certificate and final copies are released. Other services follow the payment trigger stated in their order. The value of the parties’ contract is not an amount collected by Pactora; only its disclosed fee or commission is payable to Pactora.
Payment and verification
Use only the payment methods actually offered on the order page. For bank transfers, use the displayed business account and submit the transfer reference and receipt. Uploading a receipt alone does not establish receipt of funds; finance confirms payment after matching it to the bank account. When electronic payment is available, payment is confirmed through the payment provider. Pactora does not request banking passwords or verification codes through messages.
Plan activation and service delivery
A plan starts when payment is approved and the plan is activated; its start and end dates appear in the order. Contract-completion fees relate to documenting the workflow and providing its outputs, not guaranteeing the underlying contract. If a customer pays but the service is not activated, they should contact official support with the order and payment references and avoid paying again until the issue is checked.
Subscriptions, renewal and cancellation
Renewal is currently manual; a new billing period is not charged automatically. The customer chooses to purchase or renew a plan and confirms payment. Time-limited benefits end with the plan as described in its details. If automatic renewal is introduced, its price, frequency and cancellation method will be disclosed before the customer consents. This policy alone does not authorize recurring charges. Requesting subscription cancellation does not automatically create a refund; refunds follow the next section and applicable statutory rights.
Refund requests and payment errors
Submit refund requests through official contact channels with the order number, reason and payment reference. Requests are reviewed against service delivery, benefits used, duplicate or excess payments and inability to provide the service. Verified duplicate or excess amounts are returned, and the decision and its reasons are communicated. Where consumer-protection rules apply, this policy does not restrict the right to cancel within seven days of contracting for an unused service, subject to statutory exceptions, or rights arising from delayed delivery. It imposes no blanket no-refund rule or waiver of statutory rights.
Cancellation of the underlying contract
Cancellation of the underlying contract does not by itself determine entitlement to a refund of Pactora’s fee. The platform service actually provided, work completed, order terms and statutory rights are reviewed. Settlement of contract amounts and performance obligations remains between the parties; Pactora does not distribute or guarantee those amounts.
Processing refunds
Once approved, the customer is informed of the refund amount, method and expected timing according to the payment method and provider. Electronic payments are refunded through the provider where supported; account ownership is checked for bank-transfer refunds. Request review time is distinct from bank posting time. No undisclosed fees or deductions contrary to statutory rights are imposed.
Invoices and VAT
Pactora issues documents for its own service fees linked to the order and payment. VAT is not added unless lawfully enabled and disclosed in the payment request before payment; invoices issued without VAT are not tax invoices. Displaying an invoice or an internal verification code does not represent approval by ZATCA.
Payment data and contact
Order details, payment references and receipts are used to verify payments, reconcile accounts and handle complaints and refunds. Necessary information is shared with the payment provider when used, as described in the privacy policy. Do not send full card details or security codes to support. Use the platform’s Contact or Complaints page for enquiries or disputes and include the order number.