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This policy outlines the provisions governing refunds for paid subscription plans and packages on the “Mustajer” platform. It defines the cases in which a landlord (renter/advertiser) may request a refund, the required procedures, and the applicable timeframes.
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Section
June 6, 2026
Last Updated
Mustajer Platform and Application
Version 1.0 — Effective from the date of publication
This policy outlines the provisions governing refunds for paid subscription plans and packages on the “Mustajer” platform. It defines the cases in which a landlord (renter/advertiser) may request a refund, the required procedures, and the applicable timeframes. This policy should be read in conjunction with the Subscription Packages Terms, the General Terms of Use, and the Privacy Policy published on the platform. Together, they form the complete legal and operational framework of the platform. By subscribing to any paid package on the platform, you acknowledge that you have read, understood, and agreed to comply fully with this policy.
For the purposes of this policy, the following terms shall have the meanings assigned to them below unless the context requires otherwise: “Platform”: The “Mustajer” website, application, and all its official channels. “Company” or “We”: Sabq Digital Solutions and Business Company, the owner and operator of the platform. “Landlord”: The individual or legal entity registered on the platform and subscribed to one of its paid packages. “Package”: A paid subscription that allows the landlord to publish a specified number of listings and access additional features depending on the selected tier. “Refund”: The return of all or part of the paid amount to the original payment method used by the landlord. “Payment Gateway”: The external service provider approved by the platform for processing electronic payments. “Business Day”: Any day except Friday, Saturday, and officially recognized public holidays in the Sultanate of Oman.
2.1 This policy applies exclusively to payments made within the platform for subscription packages and services provided directly by the platform. 2.2 The platform does not intervene in any financial transactions between landlords and tenants outside the platform and bears no responsibility for them. 2.3 General principle: All package payments are final and non-refundable after activation, as the service is digitally delivered instantly upon activation. 2.4 Exception: Refund requests are accepted only in the cases listed in Article (3).
A landlord may request a refund only in the following cases: 3.1 Non-activation: The package is not activated within 48 hours of successful payment, with clear proof from payment gateway records. 3.2 Duplicate charge: The same amount is charged more than once due to a verified technical error. 3.3 Verified technical error: A platform-side technical issue resulting in failure to deliver the package or delivering it significantly different from what was purchased. 3.4 Platform closure: Permanent shutdown of the platform before the package period ends, in which case the refund is calculated based on the remaining duration.
Refund requests will not be accepted in the following cases: 4.1 Non-use of the package or listings during its validity period. 4.2 Expiry of the package without full utilization. 4.3 Change of mind or decision to discontinue after activation. 4.4 Low views, inquiries, or failure to achieve expected business results. 4.5 Account suspension or termination due to violation of platform policies. 4.6 Requests submitted after the deadline stated in Article (5). 4.7 Purchases made for testing purposes, as a free plan is already available for that purpose.
5.1 Time limit: Requests must be submitted within 7 business days from the date of the eligible incident. Late requests will not be accepted except in exceptional cases at the discretion of support. 5.2 Channel: All refund requests must be submitted in writing via the in-app “Support” section only. 5.3 Required information: Username, Purchase date and invoice number, Proof of payment, Detailed description of the issue, Supporting documents (if any). 5.4 Identity verification: The support team may request identity verification before processing the request.
6.1 A confirmation of receipt is sent within 24 hours. 6.2 The support team reviews the request and responds within 5 business days. 6.3 Complex cases may take up to 10 business days with notification. 6.4 The decision is communicated via support or email with reasons in case of rejection.
7.1 Approved refunds are returned only to the original payment method. 7.2 Refunds are processed within 14 business days after approval. 7.3 Bank processing may take an additional 3–7 business days. 7.4 A confirmation notice is issued once the refund is completed.
8.1 Appeals may be submitted within 7 business days of rejection. 8.2 A final internal review decision is issued within 10 business days. 8.3 The final internal decision is binding within the platform’s support system, without prejudice to legal rights.
9.1 The landlord must provide accurate and complete information. 9.2 Providing false or fraudulent information may result in account termination and legal action.
10.1 Payments are processed via external payment providers. 10.2 The platform is not responsible for delays caused by banks or payment processors. 10.3 The platform will assist in following up on payment issues when needed.
11.1 This policy is governed by the laws of the Sultanate of Oman. 11.2 Disputes are first resolved amicably; otherwise, they are referred to Omani courts.
12.1 The platform may update this policy at any time. 12.2 Users will be notified at least 15 days in advance for material changes. 12.3 Continued use constitutes acceptance of updates.
This policy forms part of the platform’s legal framework and should be read with: General Terms of Use, Subscription Package Terms, Privacy Policy.
Email: Info@Mustajer.net
Phone: +968 77005077
In-app support: “Support” section
Last Updated: 01/06/2026
