Refund & Cancellation Policy

Payment protection is central to Lahtha. Your money is collected by Lahtha and held on your behalf. How and when it is released to the vendor follows the vendor’s payout and cancellation tier (Protected, Balanced, or Advance), shown as a badge before you pay and explained in Clause 3. Under Protected, the vendor is paid only after completion of the service and after the three (3) business day objection window has passed; under Balanced and Advance, part or all of the amount is released earlier, and where a refund then falls due, the vendor is obliged to repay the released amounts and Lahtha pursues that repayment on your behalf. This Policy sets out, in plain language, when bookings can be cancelled, who receives what, and how quickly refunds move. Where a failure is the vendor’s or the Platform’s, you are always made whole. Lahtha does not charge the Customer any platform service fee; its remuneration consists solely of a commission payable by the Vendor. Accordingly, every refund made under this Policy is calculated on the full amount you paid, without any deduction in favour of Lahtha. Lahtha’s pursuit of that repayment is a measure of assistance to you: the repayment obligation itself rests on the vendor, and Lahtha does not guarantee the vendor’s performance of it. Nothing in this sentence limits Lahtha’s own refund obligations under Clauses 4 and 5.

Booking: a single service line within your event, paid at checkout.

Event date: the service date locked into the booking at payment.

Amount paid: the total amount paid by the Customer for the affected booking. Lahtha charges the Customer no separate platform service fee.

Completion of the service: a service is deemed complete at the actual time of its conclusion as recorded by the Platform. Where a service concludes after midnight, it is attributed to the calendar day on which the event date fell, and the objection window begins on the business day following that attributed day.

Objection window: the three (3) business days following completion of the service, during which the Customer may raise a service issue before the Vendor’s entitlement is released.

Original payment method: the card or payment instrument used at checkout.

Wallet: the Customer’s balance within the Platform to which refunded amounts are credited. It comprises withdrawable credits (refunded amounts and goodwill credit) and non-withdrawable promotional credit.

Business days: Sunday to Thursday of each week, excluding official public holidays in the Kingdom. (the official public holidays being those prescribed in the Kingdom, including Saudi National Day, Founding Day, Eid al-Fitr, and Eid al-Adha, in accordance with Article 24 of the Implementing Regulations of the Labor Law)

You may request cancellation of a booking or an entire event through in-app support.

3.1 Every vendor on the Platform operates under one of three payout and cancellation tiers, shown as a badge on the vendor’s profile and in the booking summary before you pay: Protected, Balanced, or Advance. The tier in force at the moment of payment governs the booking and cannot afterwards be changed to your detriment. Vendors define their own service packages and prices, and may not apply cancellation terms less favourable to you than their tier’s ladder. A vendor may at any time grant a refund more generous than the ladder, and may adopt a standing policy more favourable to you, which is shown on its listing.

3.2 Protected — the vendor is paid only after your event is completed and the objection window has passed. If you cancel: more than 14 days before the event date, 100% of the amount paid is refunded; 7 to 14 days, 50%; fewer than 7 days, no refund.

3.3 Balanced — half of the amount is released to the vendor upon its acceptance of the booking, and the balance after completion of the service and expiry of the objection window. If you cancel: more than 30 days before the event date, 75% is refunded; 8 to 30 days, 50%; 7 days or fewer, no refund.

3.4 Advance — the full amount is released to the vendor in advance, as is customary for venues and comparable services. If you cancel: more than 70 days before the event date, 75% is refunded; 30 to 70 days, 50%; fewer than 30 days, no refund. Refunds under this tier are funded by the vendor’s repayment obligation under its agreement with Lahtha, and Lahtha pursues that repayment on your behalf.

3.5 The applicable percentage is calculated on the full amount you paid; no amount is deducted in favour of Lahtha under any tier. An event involving several vendors may include bookings under different tiers, and each booking’s tier is shown separately before payment.

3.6 Where no refund is due under the applicable ladder, a refund may still be made where the vendor agrees.

3.7 The refund entitlement under Clause 4 (vendor decline, cancellation, or no-show), Clause 5 (cancellation by Lahtha or force majeure), and Clause 10 (death of a relative) applies in every case regardless of the tier.

The following are refunded at 100% of everything you paid for the affected booking, with no deductions: the vendor declines your paid booking request or does not respond within 48 hours; the vendor cancels after accepting; the vendor fails to appear or to deliver the service on the event date. Where possible we will also propose verified alternatives so your event stays on track. Vendor-caused failures may additionally result in penalties to the vendor under the Vendor Agreement; those penalties are ours to enforce and never reduce your refund. You acknowledge that Lahtha bears no liability or obligation in the event that any of the situations described in this Clause occurs.

If Lahtha cancels a booking or event (for example, for safety, fraud prevention, or a pricing error), you receive a full refund; the same applies to any booking that fails due to a Platform or payment-processing error. If an event cannot proceed due to force majeure, including severe weather, decisions of public authorities, or destruction of the venue, we will first offer rescheduling with all vendors’ confirmation; if rescheduling is not possible or not accepted, all amounts you paid are refunded in full.

If a booked venue cancels, we will present you with the options of relocating (replacement venue, other vendors unchanged), rescheduling (all vendors re-confirm a new date), or cancelling the event. Any booking that cannot follow the chosen option is refunded in full. Price differences on a replacement venue are settled transparently before you confirm: a cheaper venue results in a refund of the difference, and a costlier one proceeds only with your agreement.

Submit any objection regarding the service within three (3) business days of completion of the service, as defined in Clause 2, via in-app support, with a description and available evidence (photographs, messages). The affected vendor’s entitlement is held while we review. The vendor is given 48 hours to respond. Outcomes are: full refund, partial refund proportionate to the shortfall, or the entitlement stands where the service was delivered as booked. We aim to resolve objections within 7 business days of complete evidence. Objections raised after the window closes are handled at our discretion and in accordance with your statutory rights.

8.1 Approved refunds are credited immediately to your wallet within the Platform, and you may apply that balance to another booking at any time.

8.2 You may at any time request the transfer of your withdrawable wallet balance to your original payment method. The transfer is initiated within three (3) business days of your request, and the funds typically appear within five (5) to fourteen (14) business days depending on your bank or card issuer; buy-now-pay-later refunds follow the provider’s cycle.

8.3 We will confirm each refund by notification and email with a reference number. Refunds are made in the currency paid. Where the original method is unavailable (for example an expired card or a closed buy-now-pay-later account), the refund is issued by bank transfer to an account in your name.

8.4 Where a booking was made using a discount code or promotional credit, the refund is limited to the amount you actually paid. The discounted portion is not refunded in cash.

9.1 Wallet balances are applied automatically to reduce the amount payable on your next booking and are always consumed before any new payment is taken from your card. Promotional credit is consumed first; withdrawable credits (refunded amounts and goodwill credit) are then consumed on a first-credited, first-used basis.

9.2 Promotional credit remains valid for twelve (12) months from its date, and we will notify you in the App and by email before it expires. Where it remains unused at the end of that period and our notices have gone unanswered, it lapses without compensation, as it was granted free of charge; Lahtha may at its discretion reinstate lapsed promotional credit. Refunded amounts and goodwill credit do not expire, are never forfeited, and remain owed to you until used or transferred.

10.1 Where a first, second, or third degree relative of the Customer dies, the Customer may cancel the affected event and recover the full amount paid, provided that the request is submitted between thirty (30) days and eight (8) days before the date on which the service is to be provided. No refund is due under this Clause in respect of the final seven (7) days before the service date.

Acceptance of a full refund request under this Clause requires: (a) an official death certificate; and (b) official documents establishing the family relationship between you and the deceased. Lahtha responds to the request within three (3) business days of receiving the complete documents.

10.2 The Customer shall submit an official death certificate. Lahtha may verify the certificate before approving the request.

10.3 Degrees of relation are those set out in Article 7/1 of the Implementing Regulations of the Law of Civil Procedure: first degree (father, mother, son, daughter); second degree (brother, sister, grandfather, grandmother, son’s son, son’s daughter, daughter’s son, daughter’s daughter); third degree (paternal uncle, maternal uncle, paternal aunt, maternal aunt, brother’s son, sister’s daughter).

10.4 The amount refunded under this Clause is borne by the Vendor in accordance with Clause 11 of the Vendor Agreement, and the Customer bears no cost.

10.5 Where the Customer prefers, Lahtha will instead arrange the rescheduling of the event to a later date with the agreement of the affected Vendors.

10.6 Venue bookings. For a booking of a venue, the venue will first offer you the rescheduling of your event to an alternative date within twelve (12) months at no additional cost. Where no alternative date acceptable to you is available, your refund on the venue booking is determined by the cancellation ladder of that vendor’s tier under Clause 3. All other bookings within the affected event remain covered by Clauses 10.1 to 10.5 in full.

No refund is due for: reductions in guest count after payment; preferences not recorded in the booking; customer no-show on the event day; or dissatisfaction without a service shortfall. Custom or made-to-order elements identified as non-refundable in the listing are refundable only for vendor fault. Fraudulent claims, fabricated evidence, or abuse of this Policy may result in claim rejection and account action. Lahtha’s transaction records are determinative absent manifest error.

Submit cancellation or refund requests through in-app support or ksa@lahtha.com, quoting your event and booking reference (for example, LH-2026-XXXXXX). Every case is logged with a named owner and you will receive a reasoned decision.

Manthomat Lahtha Company, Commercial Registration No. 7054367821, Building 3321, Abi Jafar Al Mansur Street, Al Yarmuk District, Riyadh 13251, Kingdom of Saudi Arabia (national short address RFYA3321, secondary number 7394).

This Policy is issued in Arabic and English, both of equal legal validity. In case of conflict, the Arabic text prevails.