1. Purpose and Scope

This Penalties, Suspension and Appeals Policy governs violations, enforcement measures, penalties, suspensions, terminations, and appeal rights applicable to all Users of the MawadOnline marketplace, including Vendors operating eShops and Buyers using the Platform.
This Policy applies to conduct, transactions, listings, content, payments, delivery, and use of the Platform and its applications.

2. Platform Role and Enforcement Authority

The Platform operates solely as an intermediary marketplace and enforcement administrator.
The Platform has full discretion, subject to applicable law, to monitor activity, investigate suspected violations, assess evidence, and apply enforcement measures to protect Platform integrity, regulatory compliance, and marketplace trust.
The Platform is not obligated to provide prior notice, warnings, or progressive discipline before taking enforcement action, unless mandatory law requires otherwise.

3. Violations and Breaches

Violations include, without limitation:

1. Vendor Violations

1. Listing or selling prohibited, restricted, counterfeit, unsafe, or non-compliant products.

2. Misrepresentation of products, specifications, certifications, pricing, availability, or delivery terms.

3. Failure to fulfill orders, chronic delivery delays, failed deliveries, or non-delivery.

4. Uploading inaccurate, misleading, or fraudulent content or evidence.

5. Breach of payment, settlement, refund, or chargeback obligations.

6. Manipulation of reviews, ratings, or Platform systems.

7. Fraud, suspected fraud, or suspicious transaction activity.

8. Repeated customer disputes, cancellations, or compliance failures exceeding acceptable thresholds.

9. Violation of applicable laws, regulations, or regulatory directives.

10. Circumvention of Platform fees, commission, or controls.

2. Buyer Violations

1. Fraudulent payment activity or chargeback abuse.

2. False delivery claims or misuse of dispute mechanisms.

3. Abuse of refund or return rights.

4. Manipulation of reviews or ratings.

5. Unlawful, abusive, or prohibited conduct on the Platform.

4. Evidence and Investigation

The Platform may rely on objective evidence, including delivery confirmations, photographic evidence, transaction records, system logs, communications conducted through the Platform, and data generated by Platform applications.

The Platform determines the sufficiency, credibility, and weight of evidence.

Failure to provide requested evidence within a reasonable timeframe may be treated as non-compliance.

5. Penalty Levels and Enforcement Measures

The Platform may apply one or more of the following measures, individually or cumulatively:

1. Content and Listing Controls

1. Removal or modification of listings or content.

2. Temporary or permanent delisting of products.

2. Financial Measures

1. Withholding, delaying, or reversing payouts.

2. Application of withheld funds to penalties, chargebacks, refunds, or outstanding obligations.

3. Forfeiture of rolling minimum balances where permitted by law.

4. Imposition of financial penalties or administrative fees.

3. Access Restrictions

1. Restriction of Platform features or functionality.

2. Temporary suspension of accounts or eShops.

3. Permanent termination of accounts or eShops.

4. Regulatory and Legal Actions

1. Reporting to regulators or law enforcement where required or deemed appropriate.

2. Cooperation with regulatory or investigative authorities.

6. Suspension

1. Grounds for Suspension

Suspension may be imposed for suspected or confirmed violations, pending investigation, unresolved disputes, chargebacks, compliance reviews, or risk management concerns.

2. Effect of Suspension

During suspension:

1. Listings may be hidden or disabled.

2. Orders may be frozen or canceled.

3. Payouts may be withheld.

4. Access to Platform applications or features may be restricted.

3. Duration

Suspension duration is determined by the Platform based on severity, remediation progress, and risk assessment. Suspension does not guarantee reinstatement.

7. Termination

1. Grounds for Termination

Termination may occur for serious or repeated violations, including but not limited to counterfeit goods, fraud, regulatory non-compliance, chronic performance failures, or material breaches.

2. Effect of Termination

Upon termination:

1. Accounts and eShops are permanently disabled.

2. Listings are removed.

3. Outstanding funds may be withheld, offset, or applied to obligations, subject to applicable law.

4. Content licenses granted to the Platform remain in effect.

3. No Obligation to Continue Service

The Platform has no obligation to reinstate terminated accounts.

8. Appeals Process

1. Right to Appeal

Vendors and Buyers may submit a written appeal against suspension, termination, or penalty decisions within fourteen calendar days from notification, unless mandatory law provides otherwise.

2. Appeal Submission

Appeals must include all supporting evidence and a clear explanation of grounds. Incomplete or late appeals may be rejected.

3. Review and Decision

The Platform reviews appeals based on available evidence. The Platform may uphold, modify, or reverse its decision.

Platform decisions on appeals are final for Platform-administered remedies, unless mandatory law requires otherwise.

9. Reinstatement

Reinstatement, if granted, may be subject to conditions, including corrective actions, compliance undertakings, monitoring, or financial safeguards.

Reinstatement is discretionary and not guaranteed.

10. No Waiver

Failure or delay by the Platform to enforce any provision does not constitute a waiver of enforcement rights.

11. Limitation of Liability

The Platform is not liable for losses arising from enforcement actions taken in good faith and in accordance with this Policy and applicable law.

12. Governing Law and Jurisdiction

This Policy is governed by the laws of the United Arab Emirates.

Disputes are subject to the exclusive jurisdiction of the courts of the Emirate of Abu Dhabi, unless mandatory law provides otherwise.