3. General Principles

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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.

4. Categories of Refunds

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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.

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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.

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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.