Refund, Cancellation, and Dispute Resolution Policy

1. Scope of this Policy

1.1 This policy sets out the terms governing order cancellations, refunds, and the handling of complaints and financial disputes on the mwrd application ("the Application"), operated by Byan Solutions ("we", "us", "our").

1.2 This policy forms an integral part of the Application's Terms and Conditions of Use. In the event of any conflict, the more detailed provisions of this policy shall prevail with respect to refunds, cancellations, and dispute resolution.

2. Operating Model and Allocation of Responsibilities

2.1 mwrd operates as a Principal/Reseller. It purchases goods from approved Suppliers under separate invoices, then resells them to the Customer and issues a tax invoice to the Customer in mwrd's own name for the total Order value.

2.2 Responsibilities are allocated as follows:

• (a) mwrd's responsibility: As the seller, mwrd bears full responsibility to the Customer for the conformity of Products to advertised specifications, their safety, their delivery within the agreed timeframe, the issuance of the tax invoice, the processing of approved refunds, and engagement with complaints in accordance with the mechanism set out below. mwrd retains its right of recourse against the Supplier in cases of defect or breach of specifications.
• (b) Supplier's responsibility: The Supplier's obligations are owed to mwrd under the supply agreement concluded between them, and do not give rise to any direct contractual relationship with the end Customer.
• (c) Customer's responsibility: The Customer is responsible for the accuracy of Order details and delivery address, inspecting Products upon receipt, settling the Order value through the selected payment method, and reporting any objection within the timeframes specified in this policy.

3. Order Cancellation

3.1 Before payment verification: The Customer may cancel an Order or accepted quote at no charge at any time before our operations team verifies proof of payment.

3.2 After payment verification and before shipment: The Customer may request cancellation, and the amount will be refunded after deduction of: (a) any actual costs incurred by mwrd to procure the Order from the Supplier that cannot be recovered, and (b) a processing fee of 5% of the Order value to cover payment gateway charges and operational processing.

3.3 After shipment: Orders may not be cancelled once handed over to the shipping company, except in the cases described in Section 4 below.

3.4 Custom or perishable products: Orders for products manufactured to the Customer's specifications, perishable products, or temperature-sensitive products may not be cancelled, except in cases of proven defect or error.

4. Defective, Incorrect, or Incomplete Goods

4.1 The Customer must inspect the Order upon delivery and report any defect, error, or shortage within 7 days from the date of receipt, accompanied by supporting photographs, images of the packaging, and a copy of the shipping waybill.

4.2 Following verification of the claim by our operations team, the Customer will be offered one of the following remedies depending on the nature of the case:

• (a) product replacement,
• (b) full refund of the value of the affected Product,
• (c) issuance of credit to the Customer's account for future orders.

4.3 Claims will be rejected in the following cases: where the reporting period (7 days) has been exceeded, in cases of misuse, where damage occurred after receipt by the Customer, or where sufficient evidence has not been provided.

4.4 mwrd bears direct responsibility for the refund or replacement to the Customer, and shall subsequently recover its rights from the Supplier independently under the supply agreement, without that recovery being linked to or delaying the Customer's refund process.

5. Delivery Delays

5.1 The delivery dates displayed on the Application are estimates. If delivery is delayed by more than 5 business days beyond the agreed date without acceptable justification, the Customer may request cancellation and a full refund including shipping fees.

5.2 The Customer is not entitled to a refund where the delay results from force majeure or from errors in the Customer's information or delivery address.

6. Refund Method and Timeframe

6.1 Approved refund requests are processed through the same payment method used to fund the original Order:

• (a) payments by mada cards or credit cards: within 10 business days from approval, subject to the issuing bank's processing times;
• (b) bank transfers: within 14 business days from approval, to the bank account that funded the original Order.

6.2 Refunds may not be transferred to an account different from the account or card used for the original payment, except in the exceptional cases set out in Section 9.

6.3 Refund confirmations are sent to the email address registered on the Customer's account.

7. Complaints Handling and Dispute Resolution Mechanism

7.1 Stage One — Filing the complaint: The Customer submits the complaint or refund request through one of the official channels: (a) email: info@mwrd.io, (b) the in-app ticketing system, or (c) customer service via the published WhatsApp number.

7.2 The complaint must include: Order number, Order date, description of the issue, and supporting documents (photos, invoices, correspondence).

7.3 Stage Two — Receipt and classification: We issue a reference number for the complaint within one business day of receipt, and classify it according to its nature (product quality, delivery delay, financial dispute, invoicing error, other).

7.4 Stage Three — Review and verification: Our operations team reviews the complaint within 3 business days, contacts the relevant Supplier to verify data and documents, and may request additional evidence from the Customer.

7.5 Stage Four — Decision: A decision is issued within 7 business days of the complaint being logged, and is communicated to the Customer by email. The decision includes: a summary of the complaint, the outcome of the review, the action taken (refund, replacement, rejection, alternative settlement), and the implementation timeline.

7.6 Stage Five — Escalation: If the Customer is not satisfied with the decision, they may request reconsideration by mwrd's Dispute Resolution Committee within 7 days of the decision. The Committee issues its final decision within 10 business days.

7.7 Stage Six — Official authorities: If no amicable resolution is reached, either party may escalate the matter to the competent authorities in the Kingdom of Saudi Arabia, including the Ministry of Commerce through the "Balagh Tijari" commercial complaints platform, or to the competent judicial bodies.

8. Financial Disputes with the Payment Gateway (Chargebacks)

8.1 If the Customer initiates a chargeback dispute with the card-issuing bank before contacting us, we reserve the right to suspend the account temporarily until the dispute is resolved.

8.2 The Customer agrees to contact us directly before initiating any bank dispute. We undertake to process such requests within the timeframes set out in Section 7 above.

8.3 If, following a bank dispute, it is determined that the Customer was not entitled to a refund, the Customer shall bear any fees imposed on us by the payment gateway as a result of the dispute.

9. Exceptional Cases

9.1 In cases where a refund cannot be processed through the original payment method (such as bank account closure or card expiration), the Customer may request transfer to an alternative bank account registered in the name of the same business entity, upon submission of an official IBAN certificate and approval of mwrd's risk management.

9.2 Any other exceptional cases are subject to the good-faith discretion of mwrd's management.

10. Invoices

10.1 mwrd, as the seller, issues a tax invoice for every completed Order in accordance with the requirements of the Zakat, Tax and Customs Authority (ZATCA), and sends it to the email address registered on the Customer's account.

10.2 The invoice includes: the seller's name (Byan Solutions), its commercial registration number and tax registration number, the Customer's business name and commercial registration number, Product details and prices, VAT, total amount, date of issue, and Order reference number.

10.3 The Supplier's name does not appear on the Customer's invoice, as the contractual relationship with the Customer is with mwrd as the seller.

10.4 Any objection to the invoice must be submitted within 14 days of issuance through the complaints mechanism set out in Section 7.

11. Language

11.1 In the event of any discrepancy between the Arabic and English versions of this policy, the Arabic version shall prevail.

12. Contact

For any inquiries or requests relating to refunds or complaints:

• Email: info@mwrd.io
• Website: www.mwrd.io