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Return & Exchange Policy

Return, Exchange, and Cancellation Policy

This Policy regulates all procedures for cancellation of services, refund of amounts, and exchange of products purchased through the website of "Diving Secrets Center" — the trademark owned by Diving Secrets Company — in accordance with the provisions of the E-Commerce Law and the Consumer Protection Law applicable in the Kingdom of Saudi Arabia, and consistent with the implementing regulations of the Saudi Federation for Marine Sports and Diving and the policies of the PADI International Organization.

 

General Rule for Cancellation of Services

  1. The Customer is entitled to cancel registration in any of the services offered by the Center (training courses, marine trips, and any other services) only within twenty-four (24) hours from the time of registration and payment.
  2. The Customer bears all fees calculated on the cancellation process (including electronic payment gateway fees and processing fees), which shall be deducted from the refunded amount.
  3. The Customer is not entitled to claim any refund if more than twenty-four (24) hours have passed from the time of registration, regardless of the reason for the cancellation request.
  4. The Customer is not entitled to cancellation or refund after the commencement of service execution (such as attending any part of the course or the trip departure), even if within the first twenty-four hours after registration.

 

First: Training Courses

Training course cancellation requests are subject to the General Rule above, in addition to the following conditions:

  1. The Trainee is not entitled to a refund if registered with the PADI International Organization, even within the twenty-four hour period.
  2. The Trainee is not entitled to a refund upon commencement of any part of the course (theoretical, confined water, or open water).
  3. The Trainee is not entitled to a refund upon emergence of medical issues after registration, unless a certified medical report is provided and accepted by Center management.
  4. The Trainee is not entitled to a refund in case of breach of safety instructions or Center regulations.
  5. The course execution period is set at two (2) months from the registration date; if training is not completed within this period for any reason attributable to the Trainee, the Center is entitled to cancel the course without the Trainee being entitled to claim any refund of any portion of the fees paid.

 

Second: Trips

Trip cancellation requests are subject to the General Rule above, in addition to the following conditions:

  1. The Participant is not entitled to a refund after the issuance of the trip's sailing permit by the competent authorities.
  2. The Participant is not entitled to a refund upon failure to meet trip requirements (such as expired identification, diving certification, or PADI forms).
  3. The Participant is not entitled to a refund upon absence from or tardiness to the trip departure time.
  4. The Participant is not entitled to a refund upon emergence of medical issues during the trip in confined or open waters as a result of concealing medical information.
  5. The Participant is not entitled to a refund in case of breach of the Trip Leader's instructions or marine safety regulations.
  6. In cases of trip cancellation by the Center for force majeure reasons (such as weather or permit revocation), the full amount is refunded without deduction of cancellation fees, or the Participant is granted the option to book an alternative trip of the same value at their discretion.

 

Third: Diving Equipment

Equipment return and exchange operations are subject to the following conditions:

  1. Equipment must be unused, in its original packaging, and in the same condition as delivered.
  2. Return of any equipment that has been used or arrived in non-original condition shall not be accepted.
  3. The return or exchange request period is three (3) days from the date of equipment receipt.
  4. The Customer bears full shipping fees for returning equipment to the Center.
  5. The full equipment value is refunded — or exchanged at the Customer's discretion — after inspection by the Center or shipping representative.
  6. The Customer is not entitled to a refund if the equipment was manufactured according to a special request or specifications determined by them, unless a manufacturing defect appears.
  7. The Customer is not entitled to a refund if a defect appears in the equipment as a result of misuse or improper handling.

 

Fourth: Refund Mechanism

All refund operations are subject to the following procedures regardless of the type of service or product:

  1. The amount is refunded to the Customer using the same payment method used for payment; the Customer is not entitled to claim a refund through a different payment method.
  2. The refund period ranges between seven (7) and twenty-one (21) business days from the date of approval of the refund request, and varies depending on the bank issuing the payment method used by the Customer at the time of payment.
  3. All cancellation fees are deducted from the refunded amount (electronic payment gateway fees, bank processing fees, and any external transfer fees).
  4. The Customer undertakes to provide the Center with the information required to complete the refund (username, order number, amount, payment method details, and any additional data).
  5. The Center bears no bank transfer fees or external commissions imposed by banks or payment companies.
  6. The Center is entitled to reject the refund request if it violates this Policy, and shall notify the Customer of the reasons for rejection in writing.
  7. The Center is entitled to amend this Policy at any time, with amendments effective upon publication on the Website.

 

Fifth: Submitting a Refund or Exchange Request

To submit a refund or exchange request, please contact Center management through the following official channels:

  • Email: info@divingsecrets.com.sa
  • Phone: 920035162
  • Contact form on the "Contact Us" page of the Website.

Refund requests are reviewed within a maximum period of five (5) business days from receipt, and the Customer is notified of the Center's decision via the registered email address.