Refund and Delivery Policy – 5dmaty (including 5dmaty.ai)
1. Purpose
This Refund and Delivery Policy governs the conditions under which services booked via the 5dmaty platform (operated by Mofawada E-Commerce W.L.L) may be fulfilled, rescheduled, canceled, or refunded. This policy ensures transparency and fairness for both Clients and Vendors.
2. Scope of Policy
This policy applies to the following service categories:
- Medical and healthcare consultations (in-person only)
- Diagnostic or lab services
- Wellness treatments (spa, physiotherapy, coaching)
- On-site or home-based personal services
- Subscription-based or digital services (e.g., reports, virtual classes)
- **Optional**: Limited physical product delivery (e.g., supplements, reports, wellness kits)
3. Service Fulfillment
**A. In-Person or On-Site Services**
- Vendors must confirm service appointments and provide the service at the agreed time and location.
- Clients must be present and available during the scheduled time.
- Late arrivals may result in cancellations, rescheduling, or service time reduction.
**B. Digital Services**
- Vendors must deliver digital materials (e.g., reports, diagnostic results) within the committed timeline (typically 24–72 hours).
- Delivery may be done via email, in-app notification, or downloadable link.
**C. Subscription Services**
- Start and renewal dates are shown at checkout.
- Clients may cancel renewals before the next billing cycle begins.
**D. Optional – Physical Deliveries**
- Some services may include delivery of physical items (e.g., diagnostic reports, health kits).
- Delivery should occur within 3–7 business days.
- Shipping fees (if any) will be shown at booking.
4. Cancellation & Rescheduling
**By Clients:**
- Services may be canceled or rescheduled at least **24 hours** in advance.
- Late cancellations (<24 hours) may incur a **10–20% fee** as defined by the Vendor.
**By Vendors:**
- Must notify Clients of cancellations and offer rescheduling within **48 hours**.
- Frequent cancellations may result in penalties or delisting.
5. Refund Eligibility
Refunds may be approved in the following situations:
- Vendor fails to deliver the scheduled service.
- Vendor cancels and no alternative is provided.
- Service quality grossly deviates from what was promised.
- Digital service (e.g., report) is not delivered within the promised timeframe.
- In rare cases, for physical deliveries that are lost, delayed, or undelivered.
6. Refund Exclusions
Refunds will not be provided for:
- Services already completed or partially consumed.
- Digital services already accessed (e.g., opened report).
- Client no-shows or late cancellations.
- Change of mind after service delivery.
- Delays resulting from Client-side rescheduling or inaccessibility.
7. Refund Process
- Clients must request a refund within **7 days** of the issue.
- Submit order ID, service details, and brief explanation.
- Vendors must respond within **48 hours**.
- If unresolved, 5dmaty will review and mediate.
- Approved refunds will be processed within **10 business days** to the original payment method.
8. Vendor Responsibilities
Vendors must:
- Provide accurate service descriptions and delivery timelines.
- Communicate clearly and promptly with Clients.
- Respond to refund requests in good faith.
- Uphold any guarantees listed in their service profile.
9. Client Responsibilities
Clients must:
- Provide correct and timely information for booking.
- Be present for scheduled services.
- Communicate changes in schedule at least 24 hours in advance.
- Submit any refund requests clearly and within the specified time.
10. Dispute Resolution
- Unresolved issues may be escalated by emailing **info@mofawada.com**
- 5dmaty will investigate and respond within **7 business days**.
- 5dmaty acts only as a mediator. Final liability lies with Vendors.
11. Legal Disclaimer
5dmaty (operated by Mofawada E-Commerce W.L.L) acts solely as an e-commerce intermediary. It does not offer or endorse any service, diagnosis, or treatment. All services and items are provided by independent third-party Vendors who bear full responsibility for quality, timing, legality, and outcome.
12. Contact Information
Email: **info@mofawada.com**
Phone: **+973 66935121**
Address: **AL NUWAIDRAT, BLOCK 646, ROAD 4629, BUILDING G 1390, SHOP 12**
Effective Date: April 23, 2025