Refund & Return Policy
This policy explains how we handle refund requests for the Alnassab app and the nassabkw.com website. Alnassab is a digital product: each credit equals one hosted game session added instantly to your wallet, and all payments are processed through the Tap gateway (KNET, Visa, Mastercard).
Effective as of the date this page is published. We may update this policy, and any change will be posted on this page.
Nature of the digital product
Credits on Alnassab are a digital good delivered electronically and instantly to your wallet the moment a payment succeeds. There are no physical goods to ship or return, so physical returns do not apply.
When you are eligible for a refund
You may request a refund if: you were charged but credits were not added to your wallet due to a technical error, the same transaction was charged more than once, or an unauthorized charge occurred. In these cases we refund the full amount after verification.
Non-refundable credits
Once a credit has been used to host a game session it is considered consumed and is non-refundable. Discounted bundle credits are likewise non-refundable except in the cases above or where the law requires otherwise. Joining sessions and replaying are always free.
How to request a refund
Send your request within 14 days of the transaction to support@nassabkw.com, including the transaction ID or Tap receipt, the email or mobile number linked to your account, and a description of the issue. We will respond within 3 business days.
Refund method and timeline
Approved refunds are returned to the same original payment method (KNET, Visa, or Mastercard) through the Tap gateway. The amount typically appears within 7 to 14 business days, depending on your payment provider and bank.
Contact us
For any question about refunds or returns, email support@nassabkw.com and we will be glad to help.