RETURNS AND REFUNDS POLICY
RETURNS AND REFUNDS POLICY
Effective July 19, 2026
This Policy governs product cancellation, return, exchange, and refunds paid through the Axiscare website. Read it with Terms, Warranty Policy and published Shipping and Delivery Policy.
1. Scope
It applies to products, devices, accessories, memberships and services purchased directly from the Axiscare website.
Purchases from outside distributors, stores or platforms are governed by their sellers’ policies, while statutory consumer rights remain.
2. Cancellation Before Shipping
Customers may request cancellation before the order is handed to the shipping carrier by contacting Customer Service with the order number.
If accepted, payments are returned to the original method less actual nonrefundable payment-provider fees where legally allowed and disclosed.
Orders already shipped are governed by return rules below.
3. Returns After Receipt
Customers may request return within the legal or website-advertised period, whichever better protects customers, subject to return conditions.
Products must be original, undamaged, and include accessories, original packaging and proof of purchase.
The Company may inspect before approving return or calculating refund.
4. Eligible Returns
• Wrong product delivered.
• Apparent manufacturing defect or failure preventing normal use.
• Damage in shipment, reported promptly with photographic or other evidence.
• Material difference from product description published at purchase.
5. Ineligible Returns
• Misuse, impact, breakage or liquid damage beyond declared rating.
• Device opened, altered or repaired by an unauthorized party.
• Missing accessories, packaging, serial number or identification labels.
• Use beyond reasonable inspection of product nature and features.
• Activated, linked and actually used Devices, where the law creates an exception or a digital service/subscription has commenced.
• Fully rendered products or services with customer agreement where law permits.
6. Membership and Digital Services
Membership begins on the date stated in activation confirmation or Membership Agreement.
Following activation or delivery of monitoring, the used portion is not refundable. Refunds for remaining periods depend on plan terms and law.
Stopping automatic renewal prevents next-cycle billing but does not itself cancel or refund the ongoing cycle.
7. Defects and Warranty
Defective products are handled under Warranty Policy, with repair, replacement or refund based on type of defect, repair feasibility and legal rights.
Poor mobile coverage, location accuracy or third-party service faults do not themselves establish Device defects unless the Device caused the issue.
The Company may require remote diagnostics or examination before deciding refund or exchange.
8. Request Procedure
Contact the official channels with the following information:
8.1 Required Details
• Order or invoice number.
• Customer name and contacts.
• Reason for the request.
• Photos or video if damage or faults exist.
• Serial/Device number if requested.
• Confirmation of account unlinking or delivery for inspection, where required.
9. Return Shipment
After preliminary approval, the Company provides return instructions, address or shipping label.
Do not return products without approval or return reference, as receipt and identification may be difficult.
The Company pays return costs for its order errors or warranty-covered defects.
Customers may bear return shipping costs where they change their mind about a purchase without any defect.
10. Inspection and Decision
The Company examines returned products for their condition, reason and completeness of accessories.
Customers are informed of approval, rejection or need for more details.
Misuse or excluded causes may justify refund rejection or lawful deductions for repair or diminished value.
11. Refund Process
Return payments to their original method wherever possible.
Funds may take several business days after approval to show, depending on bank and payment provider.
The Company is not liable for delays from providers after it processes refunds.
If the original payment route is unavailable, a secure alternative is agreed following identity verification.
12. Refundable Amounts
Refunds cover accepted products and fees whose refund is legally mandatory.
Original or additional delivery fees for changing one’s mind without defect may be excluded when law and disclosures permit.
For combined Device/Membership bundles, amounts can be calculated according to used or activated elements, with a clear basis and consumer rights protected.
13. Exchanges
Customers may seek an exchange rather than refund when alternatives are in stock.
Customers pay higher-price differences, or receive lower-price differences through the payment method.
Replacement falls under Warranty Policy and does not extend Membership unless agreed in writing.
14. Promotional Orders and Gifts
Promotional products are subject to offer conditions.
Returning part of a bundle may result in recalculating discounts for retained products.
Free gifts are not redeemable for cash and may need to be returned if eligibility depended on returned items.
15. Misuse
The Company may reject fraudulent, unusually repetitive, product-swapping, tampering or misleading-information claims.
Legitimate customer claims and legal rights remain unaffected.
16. Complaints
Customers dissatisfied with a decision may complain to Customer Service with order number and objection.
The Company reviews complaints within a reasonable period and customers may approach competent authorities or the Ministry of Commerce.
17. Amendments
This Policy may be updated when laws, products or operations change; new text and date will be published.
The purchase-date version applies unless a later version benefits the customer or law requires otherwise.
18. Contact
Mahwar Al-Riaya (Axiscare)
Website: Axiscaresa.com
Email: Admin@Axiscaresa.com
Phone: 0591900015
LEGAL PROVISIONS
Legal Provisions and Company Protection
18. Suspension and Termination
The Company may temporarily suspend or terminate accounts, Membership or service features due to nonpayment, established misuse, materially false information, tampering, security or operational risks, or a competent authority’s instruction.
Where possible and absent urgency, the Company will inform users of the reason and allow a reasonable chance to rectify a violation. Immediate suspension is permissible for safety, security or data protection.
Users may end Membership via approved channels and policies. Termination does not erase past fees or obligations or automatically entitle a refund except under policy and applicable law.
Provisions that naturally survive termination, including intellectual property, privacy, liability limits, indemnification and dispute resolution, remain effective.
19. Cancellation, Returns and Refunds
Requests are governed by the Returns and Refunds Policy published at purchase and mandatory Saudi consumer rights.
Users may cancel before shipment or commencement of service where possible. If service has begun or the Device has been customized, activated or used, completed service value or depreciation may be deducted within legal limits.
Products should be returned as received, including condition, accessories, packaging and documents, except where defective or nonconforming. The Company is not responsible for damage caused by customer packaging during return.
Refunds are made to the original payment method where possible. Time varies by payment provider and bank. After the Company processes the refund, it is not liable for delays entirely caused by independent financial providers.
No condition in these Terms overrides nonwaivable consumer rights.
20. Warranty, Repair, and Replacement
The Device is governed by the published Warranty Policy and invoice or product description. Covered manufacturing defects are warranted for the stated period, not all malfunctions or damage.
Unless law requires otherwise, coverage excludes impact, misuse, exposure to liquids beyond the rating, inappropriate charging, opening or modification, unauthorized repairs, use outside intended conditions and normal battery or accessory wear.
The Company may inspect and determine the cause before offering repair, replacement or full or partial refund according to defect, policy and law.
Replacement may be new or refurbished, if lawful, operational and functionally equivalent. Repair or replacement does not automatically extend Membership without written agreement.
Back up or synchronize data before inspection; repairs may entail reset or deletion of locally stored data.
21. Privacy and Personal Data
The Company processes data according to its Privacy Policy, Saudi Personal Data Protection Law, implementing regulations, and other applicable rules. The Privacy Policy explains data categories, purposes, legal grounds, retention, recipients and data subject rights.
Data may comprise identity, contact, location, alerts, calls, Device information, emergency contacts and health details voluntarily provided to support communication or response.
Do not submit another person’s details, including emergency contacts, without lawful authority and required consents or authorizations; notify data subjects when required.
The Company employs reasonable organizational and technical protections, but no digital system is entirely free of risk. Users must secure accounts and avoid disclosing credentials.
Minimum necessary data may be disclosed to responders, service providers or competent authorities to perform services, protect vital interests, or meet legal duties, subject to legal controls.
22. Intellectual Property
Rights in the website, branding, logos, designs, text, images, software, databases, guides and content belong to or are licensed to the Company and are legally protected.
Users receive a limited, personal, nonexclusive, nontransferable license for lawful website and service use related to orders and Memberships.
Without written consent, users may not copy, redistribute, sell or alter content, remove ownership notices or use trademarks. Reverse engineering, source extraction and circumventing protection are prohibited except where law mandates otherwise.
Nonconfidential suggestions and feedback may be used to improve services without payment, while maintaining personal-data protection.
23. Disclaimer and Service Limits
Axiscare offers technology-based personal safety, monitoring, support and coordination, not ambulance, security or medical services. It does not diagnose, treat or guarantee protection from injury, death or property loss.
No technology, communications system or monitoring service detects every incident or runs without interruption under every condition. Battery, wearing, coverage, location, environment, data, third-party failures and external responses affect operation.
The Company does not guarantee every alert’s arrival, communication success, every reading’s or location’s accuracy, report acceptance by an external entity, or response within a specified time.
Do not rely solely on Device readings or fall detection. Call official emergency services directly when possible.
Implied warranties are excluded only where legally allowed, preserving mandatory consumer protections.
24. Limitation of Liability
To the maximum extent allowed by law, the Company excludes indirect, incidental and consequential loss, loss of profits, opportunities or data, and losses caused by external networks or services, failure to follow instructions, or inaccurate or old information.
These restrictions do not apply where liability cannot legally be excluded or limited, including fraud, intentional wrongdoing or gross negligence where prescribed by law.
Where legally permitted, the maximum total liability for service claims is the actual amount paid by the user for the relevant service during the 12 months before the event, or a higher mandatory statutory limit.
Users must take reasonable steps to mitigate damage and promptly notify the Company for investigation and remediation.
25. Indemnification
Within legal limits, users must indemnify the Company, employees and service providers against claims and reasonable costs directly resulting from unlawful or fraudulent use, infringements of others’ rights, providing unauthorized data, deliberately tampering with devices or systems or materially breaching Terms.
This does not cover damage caused by Company fault or legal violations, nor restrict legitimate user complaints or claims.
26. Force Majeure
The Company is not in breach if performance is impossible or delayed for reasons outside reasonable control, including natural disasters, epidemics, fires, floods, war, terrorism, unrest, government actions, or nationwide/widespread electricity, telecommunications, internet or infrastructure failures.
The Company will seek to mitigate and restore service when possible. Material sustained interruption of paid service will be addressed under applicable law and fair policies.
27. Notices and Electronic Communications
Users agree to receive orders, invoices, activation, safety, maintenance and material service notices by email, text, app or account.
Marketing messages require consents and legal compliance; users may opt out of marketing without affecting essential service notices.
Notices sent to the latest registered contact details count as sent. Users must keep details updated and review service communications.
28. Complaints, Disputes and Governing Law
Complaints may be filed through website customer-service channels with order or Membership number, issue description, and supporting records.
The Company aims to acknowledge and resolve them within a reasonable period in compliance with applicable rules and may request further details.
These Terms are governed and interpreted under Saudi Arabian law. Both parties first attempt amicable settlement.
Unresolved disputes fall to competent judicial or regulatory bodies in Saudi Arabia without prejudice to consumer complaints to the Ministry of Commerce or another competent authority.
29. Amendments
The Company may revise Terms to reflect service, legal, operational or security changes and publish the updated version and effective date.
Material changes affecting active Membership will be notified appropriately before effectiveness when necessary or practical. Changes do not retrospectively alter vested rights unless required by law.
Continued use after effectiveness implies acceptance. Where new express Membership consent is necessary, it will be sought.
30. General
Unenforceable or unlawful provisions shall be construed or amended to the minimum extent needed, with other provisions remaining effective.
Failure or delay to exercise Company rights is not a waiver.
Users may not assign rights or obligations without written consent. The Company may transfer the agreement to an affiliate, successor or purchaser while preserving user rights and giving required notice.
Headings aid navigation but do not control interpretation. The Arabic version prevails if translations conflict unless law provides otherwise.
These Terms, policies and any Membership Agreement represent the entire agreement on website and service use, superseding prior understandings.
31. Contact
Mahwar Al-Riaya (Axiscare), Riyadh, Kingdom of Saudi Arabia.
Website: Axiscaresa.com
Email: Admin@Axiscaresa.com
Phone: 0591900015
WARRANTY POLICY
Effective July 19, 2026
This Policy governs warranties for Axiscare devices and accessories bought directly from the website and should be read with Terms and Conditions, Returns and Refunds Policy and User Guide.
1. Scope
This warranty covers Axiscare Devices and original supplied accessories purchased from the Company or authorized distributor with proof of purchase.
Monitoring, Membership, mobile coverage and third-party services are governed by separate terms and are excluded from this warranty.
2. Warranty Period
Coverage begins on Device delivery or invoice date as the Company determines, without limiting legal rights.
The period published on the product page or invoice controls. Final approved warranty periods for devices and accessories must be specified before publication.
Repair or replacement does not fully renew warranty; the balance or statutory minimum, whichever is longer, applies.
3. Covered Faults
• Manufacturing defects in materials or assembly.
• Faults preventing advertised essential functions during normal compliant use.
• Manufacturing defects in original accessories during their warranty.
4. Exclusions
• Drop, impact, breakage, pressure, scratches, and poor storage.
• Liquids, humidity or immersion beyond advertised rating or following housing/seal damage.
• Natural battery discharge or progressive capacity decline, except abnormal degradation confirmed technically.
• Unsuitable or unapproved chargers, cables or adaptors.
• Opening, modifying or unauthorized repairs; tampering with serial number or firmware.
• Loss, theft, intentional damage or unauthorized commercial use.
• Weak or failed telecom, internet, GPS, maps, hosting or messaging services.
• Incompatibility with unsupported phones, operating systems, settings or permissions, unless the Axiscare product itself is defective.
• Failure to follow usage warnings or install necessary updates.
5. Water and Dust Resistance
IP67 or other protection ratings apply under standardized test conditions and do not mean all-condition or all-liquid protection.
Resistance may diminish with time, shocks, heat or opening. Liquid damage beyond stated limits is excluded.
6. Battery
Battery life depends on consumption, charging cycles, temperature and storage.
Manufacturing defects are covered; natural loss of performance and damage due to improper charging, heat or storage are not.
Stop use and contact the Company upon swelling, leaking, excessive heat or odors.
7. Warranty Claims
Contact Customer Service with the following:
7.1 Information Required
• Order or invoice number.
• Customer name and contact details.
• Serial or Device number.
• Description and onset date of the fault.
• Photos/videos where requested.
• Access for remote diagnostics and compliance with restart/update steps.
8. Technical Examination
The Company may remotely diagnose or request return to an authorized center.
Before handover, where possible, users should remove personal details, sign out, unlink and back up important data.
The Company may reset, update or erase Device data during inspection or repair and is not responsible for data not backed up unless lost due to the Company’s violation.
9. Remedies
If the fault is covered, the Company may, subject to law:
• Repair the Device or replace the faulty part.
• Replace the Device with a new or refurbished unit of equivalent specifications and performance.
• Refund all or some of the price where repair or replacement is not possible in a reasonable time.
• Use new or refurbished components that meet required quality and specifications.
10. Replacement Devices
A replacement may be new or professionally refurbished with equal or better core functions.
Returned devices or exchanged parts become Company property and must be surrendered on request.
Replacement may entail relinking, reactivation and testing, and does not automatically extend Membership.
11. Inspection and Shipping Fees
The Company covers inspection, repair and shipping where the fault is within warranty.
For uncovered faults, the Company may advise charges before work. Paid repairs require customer approval.
Uncollected devices following notification of completed repair or rejected quotation may incur reasonable storage charges with prior notice, subject to law.
12. Loan Device During Repair
A temporary replacement is not guaranteed unless expressly included in the plan or offer.
Customers must protect and return loan devices in received condition and pay for misuse damage.
13. Warranty Limits
This warranty does not guarantee network continuity, GPS precision, alert receipt or accident prevention and is not medical or diagnostic coverage.
Membership and monitoring are governed by their agreements. Device repair does not create any external responder-time guarantee.
Nonwaivable Saudi consumer rights remain unaffected.
14. Third-Party Purchases
Authorized distributor purchases may require claims through the distributor under approved warranty procedures.
Non-original or unauthorized-source products may not qualify for Company warranty.
15. Ownership Transfer
Warranty is not automatically transferred without valid purchase evidence and updates of ownership and Membership under Company procedures.
Membership or member data cannot be transferred without Company approval and verification.
16. Complaints and Appeals
Customers disagreeing with inspection or warranty decisions may file documented objections with Customer Service.
The Company reviews them within a reasonable period; recourse to a competent authority or Ministry of Commerce remains available.
17. Changes
This Policy may be revised due to products, regulations or repair procedures; the updated version and effective date will be published.
The purchase-date policy applies unless the new terms benefit the customer or law says otherwise.