Cancellation & Replacement Policy
Effective Date: 01-01-2025
Madaen Al-Omran Real Estate (“we,” “our,” or “us”) is committed to ensuring customer satisfaction and transparency. This Cancellation & Replacement Policy outlines the conditions under which customers may cancel services or request replacements.
1. Cancellation of Services
• Eligibility: Customers may cancel a service order within 24 hours of placing the request, provided that the service has not yet been initiated (e.g., commission processing, property listing, or rental agreement preparation).
• After Initiation: Once a service has started (such as property transaction processing or commission calculation), cancellations may not be possible.
• Digital/Virtual Services: For virtual goods and services, cancellation eligibility is determined on a case-by-case basis, depending on the stage of service delivery.
2. Replacement of Services
Customers are entitled to a replacement or correction under the following conditions:
a. Wrong Service Delivered: If the wrong product/service was provided by the merchant.
b. Defective Service: If the service delivered is defective (e.g., incorrect commission calculation, inaccurate property details).
c. Damaged Service Delivery: If the service documentation or digital files were damaged or corrupted during transmission.
d. Delayed Delivery: If the service was not delivered within the agreed time frame.
In such cases, replacements will be arranged at no additional cost to the customer.
3. Multiple Service Orders
• Single Service Purchase (A): If one service is purchased, cancellation or replacement applies only to that service.
• Multiple Services Purchase (B): If more than one service is purchased, each service will be treated individually. Customers will be notified of the status of each service separately.
• Unavailable Services (C): If one or more services are unavailable, customers will be informed promptly and offered alternatives or refunds.
• Different Sources (D): If services involve multiple suppliers or external partners (e.g., legal verification, property management), cancellations or replacements may occur in separate stages, and customers will be notified accordingly.
4. Notification & Time Frame
• Customers must report cancellation or replacement requests within 7 days of receiving the service confirmation or documentation.
• Requests must be submitted via email to info@madaen-alomran.com or by contacting our support team.
• Customers will be notified of the approval or rejection of their request within 5 business days.
5. Refunds for Cancelled Services
• If a cancellation is approved, refunds will be processed in accordance with our Refund Policy.
• Mandatory Clause: Refunds will be done only through the Original Mode of Payment.
6. Customer Responsibility
• Customers must provide accurate information (property details, contact information, payment details) to avoid errors.
• Failure to provide correct information may limit eligibility for cancellation or replacement.
7. Changes to Policy
Madaen Al-Omran Real Estate reserves the right to update or modify this Cancellation & Replacement Policy at any time to meet regulatory and operational requirements. Any changes will be reflected on this page with the updated effective date. Customers are encouraged to review this policy periodically.
8. Contact Us
For questions or concerns regarding this Cancellation & Replacement Policy, please contact:
Madaen Al-Omran Real Estate
Email: info@madaen-alomran.com
Phone: +971-50-9002155
Website: www.madaen-alomran.com
