This policy explains when fees paid to Sooq wa Mazaad can be refunded and how to ask for a refund. It is part of the Terms & Conditions and does not affect any mandatory consumer right in the Sultanate of Oman.
1. What this policy covers
It covers the fees you pay the platform itself for its services:
- Ad posting fees.
- Auction posting and live-stream fees.
- Auction entry fees.
- Reel posting fees.
- Any other paid digital service the platform offers.
It does not cover the price of goods or services you buy from another user. That is a transaction between you and the seller, and the seller is responsible for it under the law.
2. When you can get a refund
You can ask for a refund when:
- You were charged but the service was not activated because of a technical or operational error on our side, and we could not activate it.
- You were charged more than once for the same service.
- The platform cancelled an auction before it ended for a reason that was not your breach, after you had paid its entry fee.
- The law requires a refund.
3. When fees are not refunded
Fees are not refunded:
- Once the ad, auction or reel has been published and the service activated as requested.
- When a listing is removed or a service stopped for breaking the law or the Terms & Conditions, or for false information.
- When you delete your own ad or auction after publishing it.
- For entry fees to an auction that ran and ended normally, whether or not you won.
4. How to ask for a refund
- Send your request from the Contact us page or to support@sooqwamazaad.com within 14 days of paying.
- Include the ad or auction number, the payment date and the payment reference shown on your receipt.
- Write from the email or phone number registered on your account so we can verify it.
5. Review and payment
We review requests and reply within 7 working days. Approved refunds go back to the original payment method through the payment gateway; how long it takes to appear depends on your bank.
6. Changes to this policy
We may update this policy when needed. The updated version applies from the date it is published and does not affect requests made before the change.