Refund Policy - Canteen

This Refund Policy explains how refunds and cancellations are handled for cashless canteen purchases made through the BlueRide platform. It applies to canteen purchases made by Parents or guardians of Students enrolled at Schools that use the Service in the Kingdom of Saudi Arabia and the Arab Republic of Egypt.

Capitalized terms not defined in this Policy have the meanings given in our Terms of Service and Privacy Policy. The specific rules governing what is purchased and how it may be redeemed at a canteen are set out in the Terms of Service. This Policy describes only the rules governing refunds, cancellations, and related disputes.

All refund requests must be submitted to: cc_refunds@blueride.co.

A canteen purchase made through the Service involves four parties:

• The Parent or guardian, who initiates the purchase and makes the payment.
• The Student, who collects the items from the canteen.
• The Canteen, which supplies the items. Canteens may be operated by the School itself or by a third-party caterer engaged by the School.
• BlueRide, which operates the technology platform that connects the Parent, Student, and Canteen, and which facilitates the payment via a third-party payment processor (Paymob in Egypt or HyperPay in the Kingdom of Saudi Arabia).

Refund eligibility depends in part on which of these parties is responsible for the circumstances giving rise to the refund request. The categories of refund are set out in Section 4.

The following principles apply to all refund requests:

• Return to source. Where a refund is approved, the refunded amount is returned to the original payment method used for the purchase. Refunds are not paid out in cash and cannot be redirected to a different payment method, account, or person.
• Eligibility for refund. Only amounts paid by the Parent for canteen purchases via BlueRide app are eligible for refund. Promotional credits, loyalty rewards, school-issued bonuses, gifted balances, and any non-cash benefits are not eligible for refund and have no cash value.
• One refund per purchase. A purchase that has already been refunded in full cannot be refunded again. A purchase that has been partially redeemed and partially refunded cannot be re-refunded for the same items.
• Identity verification. BlueRide may require identity verification before processing any refund request, including confirmation of the Parent's identity and confirmation that the request originates from the Parent who made the purchase.
• Currency. Refunds are issued in the same currency as the original payment.
• Timing. Where a refund is approved, BlueRide will initiate it within the timeframes set out in Section 6. The time taken for the refunded amount to appear in the Parent's account thereafter depends on the payment processor and the issuing bank, and is outside BlueRide's control.

Refund eligibility, the applicable processing rules, and the treatment of fees depend on the reason for the refund. The categories are set out below in order of priority: where more than one category could apply to a request, the category most favourable to the Parent applies.

4.1 Non-Delivery by the Canteen or BlueRide

Where the Canteen or BlueRide is unable to deliver an item or service that the Parent has paid for, the Parent is entitled to a full refund of the amount paid for the affected item.

Examples include:

• The Canteen is closed on a date for which an item was scheduled or eligible for collection (for example, due to a school closure or the Canteen's own operational reasons).
• A specific item or category purchased is unavailable on the redemption occasion and no acceptable substitute within the same category is offered or accepted.
• A technical failure of the Service prevents redemption.

Fees. Administrative fee may be deducted from a non-delivery refund.

Initiation. Where the Service detects non-delivery automatically (for example, a Canteen-wide closure that affects all scheduled redemptions on a given date), BlueRide will initiate the refund without requiring a request from the Parent. Where automatic detection is not possible, the Parent should submit a request to cc_refunds@blueride.co within 30 days of the affected redemption occasion.

4.2 Student Absence

Where a Student is absent from school on a date for which an item was scheduled or eligible for collection, BlueRide will, at the Parent's request submitted through the Service or to cc_refunds@blueride.co:

• Refund the amount paid for the affected item to the original payment method; or
• Where the Service permits and the Parent elects, reschedule the affected item to an alternative date within the redemption rules set out in the Terms of Service.

4.3 Parent-Initiated Cancellation Before Redemption

A Parent may cancel a canteen purchase before the item has been redeemed by the Student, subject to any cancellation cut-off times set out in the Terms of Service for the relevant purchase type.

Fees. A Parent-initiated cancellation is treated as a refund of an undelivered item: administrative fee is deducted, and the refund is subject to deduction of payment-processor and administrative fees. This rule applies only where the Parent cancels before any part of the relevant purchase has been redeemed; once an item or part of an item has been redeemed (for example, the Student has collected one of several scheduled meals), the purchase is no longer eligible for cancellation under this Section.

4.4 Discretionary Refund Requests (Change of Mind, Special Circumstances)

Refund requests that do not fall within Sections 4.1, 4.2, or 4.3 — for example, change of mind, dietary preference change, or unforeseen personal circumstances — are considered on a discretionary basis. BlueRide will review each such request in good faith but reserves the right to approve or refuse it.

Where a discretionary refund is approved, the following deductions apply:

• Payment-processor fees. The non-recoverable processing fees originally charged by the payment processor for the purchase are deducted from the refunded amount.
• Administrative fee. A flat administrative fee of SAR 2 or EGP 15 is deducted to cover the manual cost of reviewing and processing the request.

Minimum refund amount. Where the deductions described above would reduce the refundable amount to zero or a negative amount, the refund will not be processed. BlueRide will notify the Parent of this outcome and explain why.

Frequency limit. To prevent misuse of the discretionary refund channel, BlueRide may decline a discretionary refund request from a Parent who has already received 3 discretionary refunds in the same academic year. This limit does not apply to refunds under Sections 4.1, 4.2, 4.3, or 4.5.

4.5 Student Withdrawal or Graduation

Where a Student permanently leaves the School (whether by withdrawal, graduation, or transfer) and a Parent has unredeemed canteen purchases at the time of departure, the Parent is entitled to a refund of the unredeemed amount.

To process a withdrawal refund:

• The Parent submits a request to cc_refunds@blueride.co confirming the date of the Student's departure.
• BlueRide verifies the departure with the School.
• Once verified, BlueRide refunds the unredeemed amount to the original payment method within [30] business days.

Fees. A flat administrative fee of SAR 5 or EGP 20 will be deducted from a withdrawal refund. The non-recoverable payment-processor fees originally charged at the time of purchase will remain non-refundable.

Alternative on Parent election. Where the Parent has another child enrolled at a School that uses the Service, the Parent may elect, in writing, to transfer the unredeemed amount to that other child's account in lieu of a refund. This is at the Parent's sole option; BlueRide will not propose or default to this alternative.

A chargeback is a request initiated by the Parent through their card issuer or bank to reverse a payment. Chargebacks are governed by the rules of the card networks and the issuing bank, not by this Policy. The following provisions describe how BlueRide handles chargeback events:

• Contact BlueRide first. Before initiating a chargeback, Parents are encouraged to contact BlueRide at cc_refunds@blueride.co. Most refund issues can be resolved more quickly through direct contact than through the chargeback process.
• Cooperation during disputes. Where a chargeback is initiated, BlueRide will cooperate with the Parent's bank and provide such transaction records as are reasonably requested.
• Suspension during dispute. When a chargeback is initiated for a specific purchase, BlueRide may temporarily suspend the Service or the Parent's BlueRide account including any linked student NFC wrist bands, QR codes or NFC cards until the pending dispute has been fully resolved. This is to prevent simultaneous use and refund of the same amount.
• Resolution timelines. Chargeback timelines are set by the card networks and the Parent's issuing bank and are typically between 30 and 120 days. BlueRide is not responsible for delays caused by the bank or card network.

Where a refund request is approved, BlueRide will initiate the refund within the following timelines:

• Non-delivery and student-absence refunds (Sections 4.1, 4.2): within [7] business days of the affected redemption occasion or the request, whichever is later.
• Parent-initiated cancellation (Section 4.3): within [7] business days of cancellation.
• Discretionary refund (Section 4.4): within [10] business days of approval.
• Withdrawal refund (Section 4.5): within [30] business days of confirmation by the School.

"Initiate" means BlueRide submits the refund instruction to the payment processor. The time taken for the refunded amount to reach the Parent's account thereafter depends on the payment processor and the Parent's issuing bank, and is typically a further 7–10 business days. BlueRide will provide a refund reference on request to assist Parents in following up with their bank.

Each Student is issued an NFC wristband or QR code that identifies the Student to the Canteen at the time of redemption. The wristband or QR code is a means of identification only; it is not a means of payment in itself.

• Loss or theft. A parent who becomes aware that a wristband or QR code has been lost, stolen, or compromised must immediately suspend it through the BlueRide app or by contacting cc_refunds@blueride.co.
• Liability for unauthorised redemptions. BlueRide is not liable for redemptions made between the time a wristband is lost or stolen and the time the Parent suspends it through the Service. BlueRide will, however, work in good faith with the Parent and the School to investigate any unauthorised use and will refund redemptions where the evidence establishes that they were not authorised by the Parent or Student.
• Replacement. A replacement wristband or NFC card may be issued for a fee of SAR 35 or EGP 150 to cover the cost of the device.

This Policy applies only to refunds for canteen purchases. It does not cover:

• Fees paid directly to the School (tuition, transportation, activity fees), which are governed by the School's own refund policy.
• Subscription or service fees paid by the School to BlueRide, which are governed by the BlueRide - School master agreement.
• Disputes about the quality, taste, or hygiene of items supplied by the Canteen, which are matters between the Parent, the Student, and the Canteen, and which Parents should raise with the School in the first instance. BlueRide will assist by providing transaction records on request.

We may update this Policy from time to time to reflect changes in our practices, the Service, or applicable law. When we make material changes, we will notify Parents through the BlueRide website available at www.blueride.co three days before the changes take effect, unless a shorter period is required by law. Changes do not apply retroactively: a refund request relating to a purchase made before the effective date of an updated Policy will be processed under the version of the Policy in effect at the time of the purchase.

All refund requests must be submitted to:

• Email: cc_refunds@blueride.co

Each request should include:

• The Parent's name and contact details.
• The Student's name, School, and class.
• The date and reference of the original purchase.
• The reason for the refund request and any supporting information.

For general questions about this Policy or about a refund decision, contact:

• Email: info@blueride.co

Where a Parent is dissatisfied with a refund decision, the Parent may escalate the matter to BlueRide management at the same email address. Parents also retain any rights they have under applicable consumer-protection law in the relevant jurisdiction.