Refund policy
Last updated October 20, 2026
This policy covers two different things: the subscription that a shop pays to Ranna, and the orders that customers place with a shop. It does not limit any right you have under Algerian law.
What this covers
Subscription payments: what a shop owner pays Ranna for a pack. These are described below.
Customer orders: customers do not pay through Ranna. They pay the shop at its counter, so the shop handles any refund (see “Orders placed with a shop”).
Free period and cancellation
A pack starts with a free period stated on the pricing page. You owe nothing during it and nothing is charged automatically afterwards: you pay only when you choose to.
You can cancel at any time from your dashboard. Your shop stays active until the end of the period you paid for.
When we refund a subscription payment
A paid period that has started is not refunded, except in these cases: you were charged twice for the same period; the amount charged differs from the amount shown to you; you paid but we did not activate your pack; or the service was unavailable for more than [number] consecutive days through our fault. In the last case we may instead extend your period by the time lost, if you prefer.
Where the law gives you a right to a refund, we honour it.
How to ask and how you are paid back
Write to [support email] within [30] days of the payment, with the invoice number and the reason. We reply within [10] working days.
An approved refund is paid in dinars by the same means you used (the payment provider for card payments, or a bank or postal transfer to the account you give us), within [14] days of approval. Fees charged by a payment provider or a bank are refunded only if the error was ours.
Orders placed with a shop
A customer’s order is a sale between the customer and the shop. Ranna takes no payment for it and cannot refund it. If an order is wrong, late, unavailable or not as described, speak to the shop first; it is responsible for refunds, replacements and complaints, as Law 09-03 on consumer protection and Law 18-05 on electronic commerce require.
A shop may cancel an order that it cannot prepare; the customer then owes nothing. If you cannot resolve a problem with a shop, write to us at [support email] and we will help you reach it.
Contact
[Operator legal name], [address], Algeria. Email [support email], phone [phone].