Musanadah Facility Management – Mserve Platform
This Refund Policy applies to all services purchased through the Mserve platform, operated by Musanadah Facility Management (CR: 7001635932). Mserve is a registered trademark owned by Musanadah Facility Management which is the legal entity responsible for all refund processing and customer service obligations.
At Musanadah, customer satisfaction is our priority. We are committed to helping you should you feel that you have not received your service to your satisfaction.
Refund Entitlement
A customer is entitled to request a refund under the following circumstances:
- Service was not rendered as scheduled
- Service quality was unsatisfactory and, after escalation to our support team, it was still not resolved satisfactorily
- Duplicate payment or incorrect booking was made
- Cancellation was made within the allowed cancellation period
Cancellation & Refund Period
- Full refund: Cancellations made 24 hours or more prior to the scheduled service
- 50% refund: Cancellations made between 12-24 hours prior to the scheduled service
- No refund: Cancellations made less than 12 hours before the scheduled service or after the team has been dispatched
Refund Timeline
- Approved refunds will be processed within 5-7 business days to the original payment method (credit card, debit card, or alternative payment method used)
- A confirmation email will be sent once Musanadah or the bank initiates the refund
Requesting a Refund
To request a refund, please contact our Customer Support team with:
- Your booking reference number
- Detailed reason for your refund request
- Supporting images or documentation (if applicable)
📞 Toll-Free: 800 1000 334
📧 Email: info@mserve.com.sa
Cases of Non-Refund
Refunds will not be issued in the following cases:
- Services that were rendered as scheduled and acknowledged by the customer on-site
- Additional charges for materials or emergency call-outs (unless service quality issue is verified)
- Partial dissatisfaction without valid grounds or refusal to allow re-service
Alternative to Refund
As an alternative to a monetary refund, customers may elect to have the service re-performed at no additional charge. This option is subject to scheduling availability and must be requested within 48 hours of the original service completion.
Legal Entity
All refund requests, disputes, and payment processing are handled by Musanadah Facility Management, the registered legal entity operating the Mserve platform. For any billing or refund inquiries, you are entering into an agreement with Musanadah Facility Management (CR: 7001635932).