Refund Policy

1. What this policy covers

This policy covers payments made through Butlr: food and service orders, amenity and activity bookings, and venue subscriptions. The venue providing the service decides refunds within the rules below; Butlr executes them through MyFatoorah. A venue may offer more generous terms in its listing · the listing wins where it is better for you.

2. Orders (food, drinks, services)

• Free cancellation any time before the venue accepts or starts preparing your order · refunded in full.
• After preparation starts, cancellation is at the venue's discretion.
• Wrong, missing, or unacceptable items: report within 24 hours via the app or to staff · the venue will redeliver, credit, or refund the affected items.

3. Bookings (amenities, activities, treatments)

• More than 24 hours before the booked time: full refund.
• 4–24 hours before: 50% refund, unless the venue's listing states otherwise.
• Less than 4 hours before, or no-show: no refund, unless the venue chooses to waive.
• If the venue cancels or cannot honour your booking: full refund, always.

4. Venue subscriptions

Venue subscription fees are charged per billing cycle and are non-refundable once the cycle starts, unless your venue agreement says otherwise. Cancelling stops renewal from the next cycle; access continues until the paid cycle ends.

5. How refunds are paid and when

• Refunds go back to the original payment method via MyFatoorah.
• We submit approved refunds to MyFatoorah within 2 business days; banks typically post them within 5–14 business days depending on your card issuer.
• Purchases billed by Apple (in-app purchase) are refunded by Apple under Apple's policy · request at reportaproblem.apple.com.
• Charges added to your room/account are adjusted on the venue's bill, not through MyFatoorah.

6. Force majeure

If a booking cannot be honoured due to events beyond reasonable control · severe weather, government order, safety closure · you receive a full refund or, if you prefer, a credit toward a rebooking.

7. How to request a refund

In the app: open the order or booking → Cancel / Report a problem. Or email info@onebutlr.com with your Butlr ID and the order reference. We respond within 2 business days. Disputes are handled under the laws of the Kingdom of Saudi Arabia, without prejudice to mandatory consumer protections in your country.