1. Purpose and Scope

This policy establishes the complaints intake, dispute handling, investigation, decision, enforcement, and escalation procedures applied by the Platform in connection with Buyer, Vendor, and third party conduct on the MawadOnline marketplace.

This policy applies to all complaints, disputes, reports, and investigations arising from or relating to listings, transactions, payments, delivery, content, conduct, or compliance matters facilitated through the Platform.

The Platform operates solely as an intermediary marketplace and does not act as a seller, service provider, logistics provider, or payment service provider.

2. Complaint Intake and Initiation

Complaints may be initiated by Buyers, Vendors, regulators, payment gateways, logistics providers, or the Platform itself.

Complaints may relate to, without limitation:

1. Non delivery, delayed delivery, or incorrect delivery

2. Defective, unsafe, non compliant, or misrepresented products

3. Fraud, counterfeit goods, or prohibited items

4. Payment disputes, chargebacks, or suspected abuse

5. Content violations, misleading listings, or intellectual property concerns

6. Breach of Platform rules, policies, or applicable law

The Platform may accept complaints submitted through Platform interfaces, applications, written communications, or third-party notifications. The Platform is not required to accept complaints submitted outside approved channels.

3. Preliminary Review and Classification

Upon receipt, the Platform may classify a complaint as:

1. Transactional dispute between Buyer and Vendor

2. Compliance or regulatory concern

3. Fraud, abuse, or security incident

4. Content or listing violation

5. Systemic or repeated breach

The Platform may reject, close, or deprioritize complaints that are incomplete, unsupported, abusive, repetitive, or outside the Platform’s scope.

4. Evidence Requests and Standards

The Platform may request information or evidence from any involved party, including but not limited to:

1. Delivery confirmations and photographic evidence

2. Transaction records and payment logs

3. Communications conducted through the Platform

4. Product certifications, licenses, or regulatory approvals

5. System generated records and audit logs

Evidence must be objective, verifiable, and submitted within the timeframe specified by the Platform.

Failure to provide requested evidence may result in adverse determinations or enforcement actions.

5. Investigation and Assessment

The Platform may investigate complaints using automated systems, manual review, or both.
The Platform determines the relevance, sufficiency, and credibility of evidence at its sole discretion, subject to applicable law.

The Platform does not conduct site inspections, laboratory testing, or professional evaluations and relies on submitted evidence and available records.

6. Dispute Resolution Outcomes

For transactional disputes, the Platform may, where applicable:

1. Approve or deny refunds

2. Reverse, withhold, or release payouts

3. Require corrective action by the Vendor

4. Close the dispute with no action

Platform mediated outcomes are binding for Platform administered remedies.

The Platform does not act as a court or arbitrator and does not adjudicate legal liability between Buyers and Vendors beyond Platform administered remedies.

7. Enforcement Measures

Where a violation is confirmed or reasonably suspected, the Platform may apply one or more enforcement measures without prior notice, including:

1. Delisting or modification of listings or content

2. Temporary suspension of accounts or eShops

3. Permanent termination of accounts or eShops

4. Withholding, delaying, or reversing settlements

5. Imposition of penalties or fees

6. Restriction of Platform features or access

Enforcement measures may be applied cumulatively and proportionally to the severity, frequency, or risk profile of the conduct.

8. Zero Tolerance Violations

The following conduct is subject to immediate enforcement, including suspension or termination:

1. Counterfeit or fraudulent products

2. Prohibited or restricted materials

3. Regulatory noncompliance

4. Payment fraud or abuse

5. Manipulation of evidence or systems

9. Chargebacks and Payment Related Disputes

Chargebacks and payment disputes may result in immediate withholding of funds and review of account risk status.

The Platform bears no obligation to advance funds or guarantee settlement outcomes.

10. Regulatory and Law Enforcement Cooperation

The Platform may report activities to regulators or law enforcement authorities where required or deemed appropriate, including suspected fraud, counterfeit goods, or suspicious transactions.

Such cooperation may occur without notice to affected users where legally permitted.

11. Appeals

Where an appeals mechanism is available, appeals must be submitted within the timeframe specified by the Platform and must include new or clarifying evidence.

The Platform may uphold, modify, or reverse its prior decision.

Failure to appeal within the specified timeframe results in finality of the decision.

12. No Waiver and Reservation of Rights

Failure to enforce any provision does not constitute a waiver.

The Platform reserves all rights to take any action permitted under applicable terms, policies, or law.