Dispute & Resolution Policy
Effective Date: 01-01-2025
At Madaen Al-Omran Real Estate (“we,” “our,” or “us”), we are committed to resolving disputes fairly, transparently, and efficiently. A dispute is defined as a disagreement between a buyer and a seller in connection with a transaction on our website. This policy outlines the reasons disputes may arise and the process for resolution.
1. Reasons for Disputes
Disputes may occur for the following reasons:
a. Wrong Product/Service Received: The customer received a product or service different from what was ordered.
b. Not as Described: The product or service does not match the description provided on the website.
c. Damaged or Seal Broken: The product was damaged during delivery or arrived with a broken seal.
d. Missing Part/Accessory: The product is incomplete or missing essential components.
e. Incompatible Product Number: The product number or service reference provided is incompatible with the customer’s request.
f. Incorrect Merchant/Brand Name: The merchant or brand name specified is wrong.
g. Defective/Functional Issues: The product or service is defective or not functioning as intended.
h. Invalid Invoice Claim: The product is not working and the manufacturer claims the invoice is invalid.
2. Reporting a Dispute
• Customers must report disputes within 7 days of receiving the product or service.
• Disputes must be submitted via email to info@madaen-alomran.com or through our customer support team.
• Customers should provide supporting evidence (e.g., photos, documents, transaction details) to help us investigate.
3. Resolution Process
• Acknowledgment: We will acknowledge receipt of the dispute within 2 business days.
• Investigation: Our team will investigate the dispute by reviewing transaction records, product/service details, and customer evidence.
• Decision: A resolution decision will be communicated within 10 business days.
• Outcome: Depending on the findings, customers may be offered:
• Replacement of the product/service.
• Correction of the service.
• Refund in accordance with our Refund Policy (Refunds will be done only through the Original Mode of Payment).
• Alternative solutions if the original product/service is unavailable.
4. Escalation
• If the customer is not satisfied with the resolution, they may escalate the dispute to senior management for further review.
• In cases involving payment gateway issues, disputes may also be escalated to our Payment Gateway Provider for compliance review.
5. Customer Responsibilities
• Customers must provide accurate information during purchase to avoid disputes.
• Customers must retain invoices, receipts, and communication records for verification.
6. Exceptions
• Disputes raised after the reporting period (7 days) may not be eligible for resolution.
• Disputes arising from third-party retailers or external platforms must be handled according to their respective policies.
7. Changes to Policy
Madaen Al-Omran Real Estate reserves the right to update or modify this Dispute & Resolution Policy at any time. 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 Dispute & Resolution Policy, please contact:
Madaen Al-Omran Real Estate
Email: info@madaen-alomran.com
Phone: +971-50-9002155
Website: www.madaen-alomran.com
