Return, Cancellation, and Modification Policy

Welcome, because we care about your interest, it is important to read and understand the following terms and conditions. By clicking on the word (I Agree), you agree to the application of these terms and conditions, and this agreement governs your use of the Tswrni application, website, call center, electronic platform, and all related pages (“the Site”), owned and operated by Lahza for Electronic Marketing, a limited liability company established in the Kingdom of Saudi Arabia, with its main headquarters in Riyadh, commercial registration number 1010980811, chamber of commerce number 902623, and e-commerce certification number 0000097671 issued by the Saudi Business Center, hereinafter referred to as the electronic website, platform, or Tswrni application as the first party in this agreement. The applicant agreeing to these terms, referred to as (Users), including customers, photographers, and photography partners collectively, is the second party.

By accessing the Site, viewing any content, or using any services available on the Site, you agree to comply with and be legally bound by these terms, whether you become a registered user of the services or not. If you do not agree to any part of these terms, you may not access or use the Site.

First: Introduction

Terms:

a. First Event: Refers to the first date of the event under the same request, which is the date approved by the system. Example: A photography service request for a 5-day conference on (January 1), (January 2), (January 3), (January 6), and (January 7), the first event is (January 1) as an example in the Tswrni system, and it is approved based on the return and cancellation policy.

b. Event Day: Refers to if the photography service request is for one day only, the event day is the same day specified by the customers.

c. Final Service Provider: Refers to individual photographers or photography partners.

Second: Request Modification Policy

Customers Before Payment:

Customers can fully modify the request through their personal account via the available requests page.

The modification must be made before receiving price quotes from photographers and photography partners.

If price quotes from photographers and photography partners have been received, modification is not acceptable. In this case, customers can delete the entire request before payment and submit a new request.

After Payment:

The customer receives payment confirmation via email, and the confirmation will arrive within 10 minutes.

• • Customers can modify the event date and location within the same city previously proposed.
  • The request is modified through the “My Requests” page in the customer’s account.
  • A service fee of 300 SAR (non-refunded) is applied when modifying the request after payment.
  • Other request details cannot be modified after payment.

Photographers and Photography Partners Upon Accepting the Offer:

• • Photographers and photography partners cannot modify the request.
  • There is a service to transfer the request to another photographer through technical support, provided there is a valid excuse and at least (48) hours before the event day.

It is important to carefully read this policy before submitting a request or accepting an offer. This will help you understand your rights and obligations when modifying the request.

This policy states that customers have the right to modify their requests before payment, but after payment, they can only modify the event date and location within the same city, with a service fee of 300 SAR (non-refunded). Other request details, such as service type, number of hours, and additional services, cannot be modified after payment.

As for photographers and photography partners, they cannot modify the request after accepting the offer. They can only transfer the request to another photographer through technical support.

Exceptions: Photographers and photography partners can transfer the request in the following cases:

• An unforeseen emergency beyond their control, such as an accident or chronic illness.

In these cases, the photographer or photography partner must contact technical support at least 48 hours before the event day to explain the issue. Technical support will evaluate the issue and make a decision regarding whether the photographer or photography partner is eligible for modification.

Figure (1) illustrates the event day and the days before the event.

Third: Request Cancellation Policy

Customers: Customers have the right to cancel a photography service request after payment, provided it is at least 10 days before the event day, with the following cases explained:

First Case: Canceling the request 10 days before the event day, in which case the full amount is refunded, as illustrated in Figure (1) above.

Example: The first event date under the same request is March 13, 2030.

Cancellation Method: : Log into the account through the Tswrni application, then go to My Requests, then cancel the request.

Second Case: : Canceling the request between 5 and 10 days before the event day (10–9–8–7–6), as illustrated in Figure (1) above. In this case, a 20% service fee is deducted from the total amount, and the remaining amount is refunded, with the option to modify the event date for a 300 SAR fee (non-refunded). Example:

The first event date under the same request is March 12, 2030.

Cancellation Method: : Log into the account through the Tswrni application, then go to My Requests, then cancel the request.

In the second case, the customer has the right to modify the event date for an additional fee of 300 SAR (non-refunded) by logging into the account through the application, going to My Requests, and modifying the request, provided it is at least 48 hours before the event.

Third Case: : Canceling the request 5 days or less before the event day (5 – 4 –3 –2 –1 – event day), as illustrated in Figure (1) above. Example:

The first event date under the same request is March 13, 2030.

Cancellation: Not Acceptable

In the third case, the customer has the right to modify the event date for an additional fee of 300 SAR (non-refunded) by logging into the account through the application, then selecting the modify icon in My Requests, at least 48 hours before the event.

Note: Modifying the event date on the event day is not acceptable.

The customer can cancel the request in the third case due to unforeseen circumstances such as death (of the primary beneficiary) or force majeure, provided technical support is notified at least 48 hours before the event day.

Third Case: : The request cannot be canceled, and the amount is non-refunded as the request is ready for execution. If the customer submits a new service request within the days mentioned above, the conditions apply to the request as explained above, with some examples for clarification as follows:

A customer who submits a new request within 5 days or less before the event day falls under the third case based on the conditions above.

A customer who submits a new request between 5 and 10 days before the event day falls under the second case based on the conditions above.

A customer who submits a new request 10 days or more before the event day falls under the first case based on the conditions above.

Photographers and Photography Partners: They have the right to cancel the request 10 days before the event day, provided there is a valid excuse. In case of repeated cancellations, Tswrni reserves the right to suspend the photographer’s account for misuse, which may harm the parties benefiting from the service.

Fourth: Event Date Modification Policy

The event date modification policy aims to provide a clear framework for customers to modify their event date. This policy seeks to balance customer needs with the company’s, photographers’, and photography partners’ ability to provide services.

Modification Policy:

Customers are allowed to modify the event date, provided the modification request is made before the original event day, and the new event date must be compatible with the photographer’s circumstances and approved through the in-app chat. Modifying the event date is not prohibited, but we do not guarantee the same photographer selected.

Customers are allowed to modify the event date (free of charge) in case of non-attendance.

Fees: : Tswrni imposes a fee of 300 SAR (non-refunded), paid in advance, for the modification. In case of non-attendance, the event date is modified (free of charge).

Exceptions: : Customers are not allowed to modify the event date in the following cases:

• If the modification is on the same day as the event.

Modification Procedures: To modify the event date, the customer must log into their account on the Tswrni application, go to My Requests, select modify, complete the request, and pay the fees. In case of non-attendance, the customer accesses the same request, where a modify icon appears, then selects a new date and completes the request.

This policy is subject to the general terms of the contract between Tswrni and users.

Fifth: Terms and Conditions of Direct Offer Price Acceptance Policy

For Photographers and Photography Partners:

• Accepting the offered price means full commitment to fulfilling the request.
• The request cannot be canceled upon accepting the price, even if it is a month or more before the event day.
• The request must be fulfilled at the specified time.

This policy states that once the offered direct price is accepted, the photographer or photography partner is fully obligated to fulfill the request. The request cannot be canceled after acceptance, even if it is a month or more before the event day. The photographer or photography partner must also commit to fulfilling the request at the specified time.

Exceptions: : The photographer or photography partner can cancel the request in the following cases:

• An unforeseen emergency beyond their control, such as an accident or illness, subject to review.
• An error in the request, such as an error in the date, time, or location.

In these cases, the photographer or photography partner must contact technical support to explain the issue. Technical support will evaluate the issue and decide whether the photographer or photography partner is eligible for cancellation.

It is important for photographers and photography partners to carefully read this policy before accepting any direct offer. This will help them understand the obligations they enter into upon acceptance.

Sixth: Request Transfer Policy

Customers: Tswrni has the right to transfer customers’ requests after acceptance, re-offer them, or transfer them based on specific circumstances. Below are some steps the customer can follow to transfer their request to another photographer:

Through the application or website, go to My Requests, then the request transfer service (coming soon).

Contact technical support via the call us option or email.

Submit a formal request explaining the reasons for wanting to transfer the request.

Wait for a response to the request.

If Tswrni’s administration approves the transfer, the request is transferred to a new photographer.

Photographers and Photography Partners: Tswrni has the right to re-offer or transfer customers’ requests after reviewing the customers’ requests. Tswrni decides whether to approve the transfer or not. If approved based on specific circumstances, the request is electronically transferred to a new photographer.

Below are some steps the photographer can follow to transfer their request to another photographer:

Through the application, go to My Requests, then the request transfer service (coming soon).

Contact technical support via the call us option or email.

Submit a formal request explaining the reasons for wanting to transfer the request.

Wait for a response to the request.

If the company approves the transfer, the request is electronically transferred to a new photographer.

Seventh: Refund Policy

The refund policy aims to provide a clear framework for customers to recover amounts paid for services not provided. This policy seeks to balance customer needs with Tswrni’s ability to provide services.

Refund Conditions: : Customers can recover amounts paid for services not provided, provided the following conditions are met:

• The request must have been canceled before the event date in accordance with the cancellation policy above.
• The refund is made to the same bank account used for payment.
• If the request is for non-attendance, in accordance with the terms and conditions related to non-attendance.
• The request must have been canceled through the platform.
• The customer must have submitted a refund request.
• It is important to verify the IBAN and civil registry with us and document it for use each time.

Refund Procedures: To request a refund, the customer must follow these steps:

• Log into their account on the platform.
• Click on “My Requests” from the main menu.
• Click on “Cancel Request” next to the request they wish to cancel.
• Specify the reason for cancellation, if any.
• Click on (OK).

Refund Duration: : The refund is typically processed within 3 business days from the request cancellation. However, the process may take longer depending on the customer’s bank and payment card, potentially up to 45 days.

Exceptions: : Customers cannot recover amounts paid for services not provided in the following cases:

• If the request was canceled after the event date.
• If the request was canceled outside the platform.
• If the customer violated the terms of service.

General Conditions: This policy is subject to the general terms of the contract between Tswrni and users.

Eighth: Policy for Withdrawing Amount from Balance to Bank Account

The policy for withdrawing amounts from the balance to a bank account allows customers or photography partners to withdraw amounts from their platform balance without additional fees.

Withdrawal Procedures: : To request a withdrawal from the balance, the customer must follow these steps:

Log into their account on the platform.

Click on “Wallet” from the main menu.

Enter withdrawal, then their bank account.

Verify and select the bank account.

Authenticate the IBAN with the civil registry or residence.

Specify the amount and click on (Withdraw).

Withdrawal Duration: The withdrawal typically takes 2 to 10 business days.

Responsibility: : The customer bears full responsibility for any errors in the bank account details entered in their profile. Additionally, a civil registry for another person cannot be added; each account is linked to one civil registry or residence.

Exceptions: : Customers are not allowed to withdraw amounts from their balance in the following cases:

• If there is an outstanding balance owed by the customer or photography partners to Tswrni.
• If the customer or photography partners violated the terms of service.

General Conditions: This policy is subject to the general terms of the contract between the company, the customer, photographers, and photography partners.