Refund & Dispute Policy

Jaddid is a peer-to-peer (C2C) Jaddid Souq classifieds for second-hand items in the UAE. Here is how a typical transaction works:

1. A seller creates a listing for their item.
2. A buyer browses Jaddid Souq and makes an offer through the app.
3. The seller and buyer negotiate via the in-app offer and counter-offer system until they reach an agreed price.
4. Once a deal is accepted, both parties coordinate directly (via call or WhatsApp) to arrange a meeting time and place.
5. The buyer and seller meet in person, the buyer inspects the item, and they settle payment however they agree (cash, bank transfer, or any other method they choose).

Jaddid provides the platform, the discovery tools, and the offer system. The actual exchange of money and goods happens entirely between the two individuals.

To be completely transparent, Jaddid does not:

• Process, hold in escrow, or release payments between buyers and sellers.
• Guarantee the quality, authenticity, or condition of any item listed by a third-party user.
• Arrange delivery or shipping between users (unless a seller explicitly offers this).
• Insure items sold through the platform.
• Act as a party to any transaction between a buyer and a seller.

Because Jaddid never takes custody of buyer or seller funds, we are not in a position to issue refunds for the item price of any C2C transaction. Any money exchanged between a buyer and a seller is entirely outside Jaddid's control.

The only payments Jaddid collects are platform listing fees — fees paid by sellers to post or boost their listings. Refunds of listing fees may be considered in the following situations:

Eligible for Refund

• A paid listing was not published due to a verified technical error on Jaddid's side.
• A duplicate charge was made for the same listing due to a payment processing error.
• A boost or premium feature was charged but was not activated within 48 hours for reasons attributable to Jaddid.

Not Eligible for Refund

• A listing was published and then removed by the seller voluntarily.
• A listing was removed by Jaddid for violating our Terms & Conditions.
• The seller's item did not sell during the listing period.
• The seller changed their mind after the listing went live.

To request a listing fee refund, contact support@jaddid.ae within 7 days of the charge with your listing reference and payment receipt.

Even though Jaddid does not process payments between users, we take the safety and integrity of Jaddid Souq seriously. If you encounter a problem with another user, here is how we can assist:

• Mediation: We can contact both parties and attempt to facilitate a voluntary resolution.
• Account action: If a user is found to have acted in bad faith, fraudulently, or in violation of our Terms & Conditions, we can suspend or permanently ban their account.
• Evidence assistance: We can provide records of in-app communications, offer history, and listing data to support a dispute you take to the police or a consumer protection authority.
• Flagging and reporting: We escalate cases of fraud or scams to the relevant UAE authorities where appropriate.

To open a dispute, contact support@jaddid.ae with as much detail as possible: your listing or offer reference, screenshots, and a description of the issue.

Because Jaddid does not hold or process buyer-to-seller funds, there are real limits to what we can do when a C2C deal goes wrong:

• We cannot recover money paid directly by a buyer to a seller outside the Jaddid platform.
• We cannot force a seller to return money or an item.
• We cannot guarantee the outcome of any mediation attempt.
• We cannot act as legal counsel or represent either party in a legal proceeding.

If you believe you have been defrauded, we strongly encourage you to:

1. File a report with the UAE Police (999 or eCrime portal at ecrime.ae).
2. Contact the UAE Ministry of Economy Consumer Protection Department.
3. Contact your bank immediately if payment was made by card or bank transfer.

The Instant Sell feature is a separate service that connects sellers with Tango Plus, a third-party professional buying company. This flow is different from a regular C2C listing:

• The price shown in the app is an estimated offer based on your description of the item's condition.
• Tango Plus will contact the seller directly and arrange a pickup visit.
• The final price is confirmed after physical inspection by Tango Plus at the time of pickup. If the actual condition differs from your description, the offer may be revised.
• The seller has the right to decline the revised offer before any handover takes place. If declined, the item is returned and no transaction occurs.
• Payment for Instant Sell transactions is made by Tango Plus directly to the seller according to Tango Plus's own payment terms. Jaddid is not a party to this payment.
• Once the seller accepts the final price and completes the handover, the transaction is between the seller and Tango Plus and is governed by Tango Plus's terms.

For disputes specifically related to a Tango Plus inspection or payment, contact Jaddid Support at support@jaddid.ae within 48 hours of the pickup visit and we will help liaise with the Tango Plus team.

Since transactions are settled between individuals, taking sensible precautions dramatically reduces the risk of a bad experience. We recommend:

• Meet in a public place — a mall, a coffee shop, or another busy location with CCTV.
• Inspect the item thoroughly before paying. Do not pay until you are happy with what you see.
• Do not pay in advance for an item you have not yet seen. Legitimate sellers will not ask for upfront transfers before a viewing.
• Use traceable payment methods (bank transfer, card) rather than cash if you want a payment record.
• Keep all in-app communications within Jaddid's chat so there is a record of what was agreed.
• Check the seller's profile — review their listing history and any ratings or reviews.

If you encounter a user who is behaving suspiciously, misrepresenting items, or attempting to scam other users, please report them immediately using the Report button on their listing or profile, or email us at support@jaddid.ae.

We review all reports and take appropriate action, which may include:

• Warning the user and removing specific listings.
• Temporarily suspending the account.
• Permanently banning the account and all associated devices.
• Sharing information with UAE law enforcement when legally required or when fraud is involved.

For listing fee refund requests, dispute assistance, or to report a bad actor:

• Email: support@jaddid.ae
• In-App: Profile → Contact Us
• Business Hours: Sunday–Thursday, 9:00 AM – 6:00 PM (UAE time)
• Registered Company: Intelligent Mechanism General Trading - L.L.C - S.P.C, UAE

Please include your listing or offer reference number and a description of the issue. For listing fee refund requests, attach your payment receipt.

For matters under the UAE Consumer Protection Law (Federal Law No. 15 of 2020 and its amendments), users may contact the UAE Ministry of Economy Consumer Protection Department independently.