Refund and exchange policy
Last updated: October 12, 2026
This policy explains when you can get back what you paid for a Mhalli invitation package, how to change your package, and how to ask. It forms part of the terms and conditions.
1. Scope
This policy covers paid invitation packages. The service is digital and delivered on WhatsApp, with no goods to ship or return, so "exchange" here means changing your package as section 5 explains. Free trial invitations and free services involve no payment and so no refund.
2. Cancelling within 7 days
You can cancel your package for a full refund within 7 days of paying, as long as no paid invitation has been sent. Free trial invitations do not count as starting the service.
3. After sending starts
Sending the first paid invitation means you have started using the service at your request, so the package is not refundable after that, except in the cases in section 4 or where the law requires.
4. What we refund at any time
We refund the amount, or the affected part of it, in these cases, whenever you paid: • invitations that could not be sent because of a fault on our side or the messaging provider's, after retrying: they do not count against your package, and you can send them later or get their value back at your package's per-guest price; • sending starting more than 15 days after the agreed time for a reason on our side: you can cancel for a full refund, and we will tell you about any expected delay; • a duplicate charge or a wrong amount: we refund the excess in full; • our stopping the service for a reason that is not yours: we refund the invitations not yet sent.
5. Changing your package (exchange)
• Raising the count: at any time, paying only for the increase as the terms explain; • lowering the count: before any paid invitation is sent and within 7 days of paying, and we refund the difference; • postponing the event: change its date or place once at no cost, and your package stays as it is. A package belongs to its event and cannot be moved to another.
6. What is not refunded
Once sending has started, we do not refund: • unused invitations in the package; • a mistake in a name, number, content or setting entered by the organizer; • a number not on WhatsApp, or a recipient who blocked or stopped the messages; • guests declining or not replying; • the organizer cancelling or postponing the event.
7. Reserve list
The reserve list is free and does not count against your package. When a guest declines, their invitation goes automatically to the first person on the reserve list at no extra cost, unless you turn this option off.
8. How long a package lasts
You have one year from payment to start sending, and unused invitations stay valid for the same event until it ends. If the year passes with nothing sent, the package expires and a new one is needed to send.
9. How to ask for a refund
Write to us by email or WhatsApp (details below) with: • the event name; • the phone number you sign in with; • the reason for your request. We reply within two business days and tell you whether the request is accepted, or why not.
10. Getting your money back
The amount goes back to the same payment method within 14 days of accepting the request, with no fees deducted. When it appears depends on your bank: usually 1 to 3 business days for mada cards and 7 to 14 business days for credit cards. Once a package is refunded in full, its remaining invitations are no longer sent.
11. Complaints
If our reply does not satisfy you, write again and we will review your request. You may also report to the Ministry of Commerce through the «بلاغ تجاري» app or 1900. Please contact us before disputing the payment with your bank; it is the quicker way to resolve it.
Registration and contact
- Trade name
- Mhalli
- CR
- 7055088194
- Address
- Kingdom of Saudi Arabia
- support@mhalli.co
- +966 57 988 4410
We reply within two business days.