We’re here to help
Write to us about anything in the Jalees app or on this website, and the Jalees team will reply.
What support covers
- A story that won’t open or stops, or audio that doesn’t work or doesn’t match the words.
- A text or spelling mistake, a problem with a picture, or content you find unsuitable.
- The family account: website and app sign-in with the same verified email or linked WhatsApp number, favourites, a copy of its data, and deleting it.
- Free stories and the no-card family trial, optional website or store subscriptions, renewal, cancellation and refunds.
- Any question or note about Jalees.
From inside the app
For a problem with a particular story, choose “Report a problem” under that story or at its end; the report reaches us with the story and the page.
For any other question or note, choose “Contact support” in “Help”.
Both are for parents, behind the parent gate: with a family account they open with the parent PIN (or a fingerprint or face saved on the device, where a parent turned that on for it), and the Jalees team’s reply shows in “Help”. Without an account, the app first asks you to sign in to or create a family account, or you can write to us at the address below.
By email
Or write to us at this address:
jalees_support@elementum.com.sa
Write briefly what happened. There’s no need to give the child’s name.
Payment, cancelling and refunds
The same 5 free stories remain available to everyone, with or without an account. Confirm the account’s email before starting the free trial, including after WhatsApp sign-in; confirming it does not start the clock. A parent can start one 14-day family trial of every published story with the same account across devices, without a card, payment or automatic renewal. During the trial its end is shown. You may keep using the free trial until it ends. Free stories and app reading progress then remain; the rest need an optional subscription. Reinstalling, or deleting and recreating an account with the same verified email, does not reset the trial.
When offered on the website, you can choose to pay now: successful payment starts the full paid term immediately and permanently replaces unused trial days; they are not added to the subscription or restored after a refund. Reviewing a price, starting checkout or unsuccessful payment does not end the trial.
Website subscriptions are monthly or yearly, depending on available plans, with payments processed by our payment provider. Checkout shows the plan and the price before confirmation. When you choose a paid subscription, the first charge is immediate on purchase confirmation and the plan renews automatically until cancelled with the parent’s consent. The family trial is separate, with no card, payment or automatic renewal; it does not become a subscription. Card details go directly to the payment provider; the card number and CVC never reach the Jalees server or our stored records.
To cancel website renewal, sign in to the family account in the parent dashboard and choose cancel renewal. Future charges stop and access continues through the paid period. For a website payment refund request, contact support with the payment reference shown in payment history. Do not send the card number or CVC. Requests are considered under your applicable consumer rights and the terms of use.
The family subscription is bought in the app through the App Store or Google Play where the app is available, and the purchase store charges for it. Cancel in that store’s subscription settings: on iPhone and iPad, Settings, then your name, then Subscriptions; in Google Play, tap your profile picture, then Payments & subscriptions, then Subscriptions.
Deleting the app or your Jalees account does not cancel a store subscription. App Store or Google Play handles refunds under its policies; we can help you find that process. Store trials already started keep their terms. The new family trial does not renew and needs no cancellation to prevent payment.
Privacy and the family account
The parent signs in with a code sent by email or on WhatsApp to a linked number. Use the same verified email or linked number for the same family account on the website and in the app. To add a number to an existing account, sign in first and confirm it in the account details; an unlinked number may create a separate account. Website favourites are saved to the account; website reading and quiz answers are practice only and do not sync with a child’s app progress. The privacy policy explains what data we keep and why, and how to get a copy of it or delete the account.