Refund, Rejection and Reservation Fee Policy

16.1 Application

This Refund, Rejection and Reservation Fee Policy ("Policy") applies to all Users of the Alkhiidma digital marketplace platform ("Platform"). Alkhiidma is a brand managed under G8WAY TECH, a legal entity incorporated and registered in the United Arab Emirates, trade licence number 1619851, issued by the Dubai Department of Economy and Tourism ("Company", "we", "us", or "our"). This Policy supplements and must be read together with the Terms and Conditions, Buyer Terms, Seller Terms, Marketplace Rules, Delivery, Collection and Logistics Policy, Dispute Resolution Policy, and any other policy incorporated into the Platform terms.

This Policy applies to all reservations, deposits, platform reservation fees, product payments, refunds, rejections, cancellations, chargebacks, release instructions, and payment related disputes arising from the use of the Platform.

The Platform is intended as a business to business marketplace. Each User represents that it acts for business purposes in the course of its trade. Nothing in this Policy characterises any User as a consumer where the relevant transaction is a business to business transaction; however, nothing in this Policy limits any mandatory right that cannot be waived under applicable UAE law.

16.2 Platform Nature and Intermediary Status

Alkhiidma operates exclusively as a neutral technology intermediary connecting Buyers and Sellers. The Company is not the seller of any product, material, item, or listing made available through the Platform. The Company does not manufacture, own, inspect, certify, warrant, store, transport, deliver, collect, or take possession of any product or material.

All product quality, product description, product condition, product availability, product suitability, product handover, and product refund obligations sit between the Buyer and the Seller, except to the minimum extent that a mandatory law requires otherwise.

For reserved transactions, funds are processed through a payment service provider licensed by the Central Bank of the UAE, where available and activated. The Company does not hold User funds in its own account and is not the custodian, trustee, fiduciary, seller, or guarantor of the product price.

16.3 Definitions

"Buyer" means a User who reserves, purchases, or seeks to acquire a product, material, item, or listing through the Platform.

"Seller" means a User who lists, sells, offers, or makes available a product, material, item, or listing through the Platform.

"Product Price" means the agreed price for the product or material payable to the Seller, excluding the Platform Reservation Fee, platform fees, payment processing fees, VAT on platform fees, logistics costs, transport costs, inspection costs, storage costs, bank charges, and any third party charges unless expressly stated otherwise at checkout.

"Platform Reservation Fee" means the fixed AED 100 amount charged by Alkhiidma for reserving a listing, holding access to the transaction opportunity, facilitating the reservation workflow, supporting Platform administration, and managing payment and verification processes. The Platform Reservation Fee is non-refundable and is not part of the Product Price.

"Refundable Deposit" means an amount equal to 10% of the Product Price, paid by the Buyer at the time of reservation to secure the transaction. The Refundable Deposit is credited toward the Product Price and is refundable to the Buyer where the transaction does not complete, or where a Valid Rejection is established, in accordance with this Policy and the Dispute Resolution Policy.

"Valid Rejection" means a rejection raised by a Buyer in accordance with this Policy, the Terms and Conditions, the Buyer Terms, and applicable UAE law, including where the product is defective, incomplete, damaged, materially different from the listing description, materially contrary to the agreed condition, or otherwise rejected by the Buyer through the Platform process before collection confirmation or deemed confirmation.

16.4 Platform Reservation Fee and Refundable Deposit

The Platform Reservation Fee is AED 100 per reserved transaction, plus VAT where applicable and where disclosed at checkout. It is a Platform charge. It is not part of the Product Price, it is not an advance payment to the Seller, and it is non-refundable except as set out in clause 16.5.

The Refundable Deposit is an amount equal to 10% of the Product Price, paid by the Buyer at the time of reservation. The Refundable Deposit is credited toward the Product Price and is refundable to the Buyer where the transaction does not complete or where a Valid Rejection is established, in accordance with this Policy and the Dispute Resolution Policy.

For clarity, if the listed Product Price is AED 5,000, the Buyer pays a Refundable Deposit of AED 500 plus the AED 100 Platform Reservation Fee to reserve, and the remaining balance of the Product Price on collection. The AED 100 Platform Reservation Fee is separate from, and additional to, the Product Price.

16.5 Non Refundable Status of the Platform Reservation Fee

To the fullest extent permitted by applicable UAE law, the AED 100 Platform Reservation Fee is strictly not refundable in all circumstances, including Buyer cancellation, Buyer change of mind, Buyer failure to inspect, Buyer failure to collect, Buyer failure to arrange logistics, Buyer dissatisfaction, Buyer rejection, Seller dispute, transaction cancellation, non completion of the transaction, or any User to User dispute.

The Platform Reservation Fee remains payable and retained by the Company because it relates to the Platform reservation and administrative service, not to the Seller product. It is not a security deposit and it is not held for the Seller.

The Refundable Deposit, by contrast, is refundable to the Buyer where the transaction does not complete or where a Valid Rejection is established, in accordance with this Policy and the Dispute Resolution Policy. Refunds of the Refundable Deposit are processed through the licensed payment service provider.

Nothing in this clause limits any mandatory right that cannot lawfully be waived. The Company may also refund the Platform Reservation Fee at its sole discretion only where there is a duplicate charge, manifest Platform billing error, unauthorised charge accepted by the payment service provider, or any other case where the Company is required by applicable UAE law to refund it.

16.6 Product Price Refund Where Buyer Is Dissatisfied

If the Buyer is dissatisfied with the product provided by the Seller, and the Buyer raises a rejection or refund request through the Platform before confirming collection and before using, consuming, altering, mixing, dismantling, reselling, processing, recycling, disposing of, or materially changing the product, the Buyer may receive a refund of the Product Price amount paid, excluding the non-refundable AED 100 Platform Reservation Fee.

Where the Product Price has been collected and is still held by the licensed payment service provider, the Company may instruct the payment service provider to refund the Product Price amount to the Buyer, excluding the non-refundable AED 100 Platform Reservation Fee and excluding any other disclosed charges that are expressly not refundable under the Platform terms.

Where the Product Price has already been released to the Seller, any Product Price refund is the responsibility of the Seller unless the Company is required by mandatory applicable UAE law to take a different step. Alkhiidma is not required to refund the Seller product price from its own funds.

16.7 Valid Rejection Grounds

A Buyer may raise a Valid Rejection where the product or material is defective, incomplete, damaged, unavailable, materially different from the listing description, materially contrary to the stated condition, materially different from the agreed quantity or specification, legally restricted in a manner not disclosed in the listing, or received in a manner contrary to the digital contract or announced terms.

A Buyer may also raise a rejection where the Seller materially fails to make the product available for inspection or collection in accordance with the agreed transaction terms, provided that the failure is not caused by the Buyer, the Buyer appointed transporter, or a third party logistics provider.

General dissatisfaction, commercial regret, market price movement, inability to resell, inability to process, failure to arrange logistics, failure to obtain permits, or change of business requirement does not automatically make the Seller liable for refund unless the Seller agrees, the Platform terms provide otherwise, or a mandatory law requires otherwise.

16.8 Inspection Before Collection

The Buyer is responsible for inspecting the product at the agreed inspection or handover point before confirming collection. The Buyer must review the listing, specifications, condition, quantity, grade, photos, documents, location, and Seller disclosures before paying the Product Price and before arranging collection.

By confirming collection, the Buyer confirms that it has collected or accepted the product for Platform administration and payment release purposes. Confirmation of collection does not mean that Alkhiidma inspected the product, guaranteed the product, or accepted responsibility for the product.

If the Buyer neither confirms collection nor raises a rejection or dispute within five business days after collection or the agreed collection event, collection may be deemed confirmed and the Company may instruct the payment service provider to release the Product Price to the Seller, net of applicable Platform fees. This does not limit any mandatory right that cannot be waived under applicable UAE law.

16.9 Refund Process Through Payment Service Provider

All refunds processed through the Platform are handled through the relevant payment service provider or payment gateway. The Company may instruct the payment service provider to refund, release, hold, freeze, reverse, or delay funds in accordance with the Platform terms, this Policy, the Dispute Resolution Policy, the payment service provider terms, and applicable law.

The Company is not liable for the timing, delay, refusal, technical failure, card network rule, bank processing time, chargeback process, currency conversion, exchange rate difference, or other act or omission of a payment service provider, bank, card scheme, or payment gateway.

Refunds are normally returned to the original payment method unless the payment service provider requires or permits another lawful method.

16.10 Refund Timing

The Company will use reasonable endeavours to review a refund request within a commercially reasonable period after receiving all required evidence from the Buyer and Seller.

Where the Company decides to instruct a refund through the payment service provider, refund timing is subject to payment service provider processing times, bank processing times, card network rules, and any compliance, fraud, sanctions, AML, or chargeback review.

No refund timing stated on the Platform is guaranteed unless a mandatory law requires a specific timing. The Company may delay a refund instruction where fraud, misrepresentation, sanctions risk, AML risk, regulatory concern, conflicting evidence, logistics dispute, chargeback, or User to User dispute is reasonably suspected.

16.11 No Refund of Logistics, Transportation, or Third Party Costs

Alkhiidma is not responsible for logistics, transportation, delivery, collection, loading, unloading, storage, inspection, packaging, permits, customs, insurance, site access, vehicle charges, driver charges, or any third party service cost.

Any logistics or third party cost is agreed directly between the Buyer, Seller, and any appointed third party. Such costs are not refundable by Alkhiidma and are not part of the Product Price refund unless the relevant third party or Seller agrees or a mandatory law requires otherwise.

The Buyer and Seller must resolve any delivery, collection, transport, damage in transit, failed collection, failed delivery, access, loading, unloading, storage, or logistics related refund directly between themselves and any logistics provider involved.

16.12 Evidence Requirements

Any Buyer requesting a Product Price refund must provide sufficient evidence, including the transaction reference, listing reference, photos, videos, inspection notes, communications with the Seller, collection or attempted collection details, and a clear explanation of the rejection reason.

The Seller may be required to provide evidence in response, including listing documents, inspection records, handover records, photos, videos, invoices, collection notes, messages, permits, and any other documents relevant to the dispute.

The Company may reject, delay, or decline a refund request where the evidence is incomplete, inconsistent, misleading, unverifiable, submitted late, or where the Buyer has confirmed collection, used the product beyond inspection, or failed to follow the Platform process.

16.13 Exclusions and Buyer Misuse

To the fullest extent permitted by applicable UAE law, the Buyer is not entitled to a Product Price refund through the Platform where the product has been used beyond inspection, altered, mixed with other materials, damaged after collection, resold, processed, recycled, disposed of, consumed, dismantled, exported, or otherwise changed in a way that prevents return or verification.

The Buyer is also not entitled to a Product Price refund through the Platform where the Buyer knew of the disclosed defect or condition before purchase and accepted it, where the issue arises from Buyer misuse, Buyer appointed logistics, Buyer failure to obtain permits, Buyer failure to comply with site requirements, or Buyer failure to arrange collection.

This clause does not limit any mandatory right that cannot be waived under applicable UAE law.

16.14 Chargebacks, Reversals, and Payment Disputes

A Buyer must first use the Platform refund and dispute process before raising any card chargeback, payment reversal, bank dispute, or payment provider complaint, unless the payment provider or mandatory law requires otherwise.

Where a chargeback, reversal, refund, duplicate refund, or payment dispute causes loss, cost, penalty, fee, or reversal to the Company, the Company may recover such amount from the responsible User to the fullest extent permitted by applicable UAE law.

The Company may suspend the relevant account, transaction, payout, release, refund, or access to the Platform while a chargeback, reversal, fraud review, or payment dispute is pending.

16.15 Taxes, Invoices, and Accounting Treatment

The Company will issue an electronic invoice or receipt for the Platform Reservation Fee and any other Platform fees charged by the Company, including VAT particulars where applicable.

The Seller remains solely responsible for issuing any invoice or credit note relating to the Product Price, material sale, product refund, VAT treatment, or Seller specific transaction obligations.

Each User is responsible for its own tax, VAT, accounting, and record keeping obligations arising from any payment, refund, credit note, chargeback, reversal, or cancellation.

16.16 Disputes Between Buyer and Seller

Alkhiidma is not a party to the underlying sale between Buyer and Seller and does not arbitrate, adjudicate, warrant, guarantee, or insure any Product Price refund outcome.

The Company may, at its sole discretion and without obligation or liability, facilitate communication between the Buyer and Seller in accordance with the Dispute Resolution Policy. Any facilitation does not make the Company liable for the Seller product, the Buyer decision, or the outcome of the dispute.

If the Buyer and Seller agree to a refund, replacement, partial refund, price reduction, cancellation, or other settlement, they are responsible for documenting that agreement and complying with any tax, invoice, logistics, or regulatory consequences.

16.17 Mandatory Legal Rights

Nothing in this Policy excludes or limits any liability, refund, return, replacement, compensation, complaint, chargeback, or statutory right that cannot lawfully be excluded or limited under applicable UAE law.

If any provision of this Policy conflicts with a mandatory UAE law, that provision shall apply only to the fullest extent permitted by law and shall be interpreted so as to preserve the Company as a neutral technology intermediary to the maximum lawful extent.

Where the relevant transaction is business to business, the parties intend that the risk allocation, non refundable Platform Reservation Fee, limitations of liability, exclusions, indemnities, and User responsibility clauses apply with full force to the fullest extent permitted by applicable UAE law.

16.18 Amendments

The Company may amend this Policy at any time in accordance with the amendment provisions in the Terms and Conditions. Material changes will be notified to Users where required by the Terms and Conditions or applicable law. Continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised Policy.

16.19 Governing Law and Dispute Resolution

This Policy and any non contractual obligations arising from or in connection with it shall be governed by and construed in accordance with the laws of the United Arab Emirates.

Any dispute between a User and the Company arising from or in connection with this Policy shall be resolved in accordance with the dispute resolution and jurisdiction provisions set out in the Terms and Conditions. This does not limit any mandatory statutory complaint or dispute route available under applicable UAE law.

16.20 Contact

Refund questions may be sent to refunds@alkhiidma.com. Transaction disputes may be sent to disputes@alkhiidma.com. Legal notices may be sent to legal@alkhiidma.com. Users should include the transaction reference, listing reference, account email, evidence, and requested outcome in any refund or dispute communication.

Schedule 1: UAE Legal Authority References

The following legal references are included for transparency and drafting support. They should be checked against the official Arabic text before publication. The English translation available on the UAE Legislation Portal states that the Arabic text prevails in case of conflict.

1. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Article 5, Clauses 5, 8 and 11: requires terms, conditions, prices, logistics fees and digital payment fees to be specified and publicly available through the website, application or other modern technology; requires a detailed non paper invoice; and requires information to be provided to the Ministry or competent authorities when requested.

2. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Article 6, Clauses 1, 6, 7, 8 and 9: recognises rights to obtain goods according to announced specifications, time, value and specified logistics costs; submit complaints; access complaint mechanisms and contact details; and access digital trader licence and address information.

3. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Article 7, Clauses 1 and 2: recognises return or replacement rights where goods or services conflict with legislation, are defective, incomplete, damaged, contrary to stated description or condition, delayed in a way that prevents benefit, or contrary to the digital contract or announced terms; and identifies forfeiture cases such as use beyond checking for defect and expiry of the relevant period.

4. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Article 8, Clauses 2, 3 and 4: requires the consumer not to be arbitrary in using the right not to accept or return goods or services, to exercise care when reviewing specifications and digital contract terms, and to pay the value of goods and services.

5. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Article 9: provides for dispute settlement through the courts of the State or Emirate, with possible dispute resolution committees and arbitration subject to the stated limitations.

6. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Articles 12 and 13: each person subject to the law is liable for its own obligations; modern technology based trade activities have the same probative value as traditional trade, and digital contracts are valid when applicable capacity, identity and signature requirements are met.

7. Federal Decree by Law No. 14 of 2023 Concerning the Modern Technology Based Trade. Articles 14 and 15: logistics and digital payment services may be provided directly or through licensed persons, and no additional logistics or digital payment fees may be imposed other than those specified and announced in the digital contract or terms and conditions.

8. Federal Law No. 15 of 2020 on Consumer Protection. Articles 3, 4 and 8: applies to commodities and services inside the State, including e commerce where the provider is registered inside the State; recognises consumer rights including true information, fair and quick dispute settlement, and fair compensation; and requires the provider to clearly state prices and provide a detailed invoice.

9. Federal Law No. 15 of 2020 on Consumer Protection. Articles 10, 12 and 15: require providers to honour warranties, replace commodities or return cash value, repair, replace or recover flawed commodities and reimburse price, and include repair, maintenance, after sales service, return, replacement or reimbursement within a specified period from defect or flaw occurrence as prescribed by the Executive Regulation.

10. Federal Law No. 15 of 2020 on Consumer Protection. Articles 21, 24 and 25: prohibit terms harmful to the consumer and void terms that exempt the provider from statutory obligations; recognise compensation for personal or material damage; and require e commerce providers registered in the State to provide consumers and competent authorities with legal status, address, licensing authority, contracting terms, payment and warranty information.

11. Cabinet Resolution No. 66 of 2023 Concerning the Executive Regulations of Federal Law No. 15 of 2020 on Consumer Protection. Articles 25, 27 and 28: address defects in goods, return and refund requirements for certain defect cases, the consumer choice between return with refund, replacement or repair where provider related defects exist, and recurrent defect remedies including replacement or value at the time of purchase.

12. Cabinet Resolution No. 66 of 2023 Concerning the Executive Regulations of Federal Law No. 15 of 2020 on Consumer Protection. Articles 29, 34 and 40: provide service re performance and recovery rights in specified cases; restrict harmful terms including blanket no return or no exchange wording except in limited cases; and require e commerce providers to state goods return or exchange terms clearly according to the nature of each good.

13. Federal Decree by Law No. 50 of 2022 Concerning Promulgating the Commercial Transactions Law. Articles 1, 2, 4, 6 and 10 of the Commercial Code: apply the law to merchants and commercial physical or virtual businesses conducted through technological media; recognise party agreement unless it contradicts a commanding commercial provision or public order; and recognise creating, selling, leasing and managing electronic platforms, websites, smart applications and digital transformation activities as commercial activities when practiced as a profession.