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Refund Policy

Effective Date: April 15, 2026 · Payment Provider: Paymob

1. Overview

Masdr operates as a digital B2B marketplace intermediary. Transactions on the Platform are concluded directly between Suppliers (manufacturers) and Buyers (brand owners). Masdr is not a party to those transactions and does not manufacture, hold, or own the goods traded through the Platform.

This Refund Policy outlines the circumstances under which payment adjustments, refunds, or dispute resolution may apply on the Platform.

2. Payment Structure

Payments are processed through Paymob, our licensed Payment Service Provider. Masdr does not operate an escrow facility at this time. Upon successful payment processing by a Buyer, funds are disbursed to the Supplier after deduction of Paymob processing fees.

Because Masdr does not hold funds in escrow, refund outcomes depend on: (a) the outcome of the dispute resolution process between Buyer and Supplier, and (b) the cooperation of the Supplier in accordance with their MSA obligations.

3. Inspection Window — 48 Hours

Upon delivery of goods, Buyers have a 48-hour inspection period to examine the goods and report any non-conformity, defect, or discrepancy. The inspection window begins at the time of confirmed delivery.

To initiate a claim under this window, Buyers must:

  • Report the issue through the Platform’s Live Chat within 48 hours of delivery confirmation
  • Provide photographic or video evidence of the defect or non-conformity
  • Reference the relevant order number and agreed technical specifications

Claims submitted after the 48-hour window will not be eligible for refund consideration under this policy, unless a separate written agreement has been made between the Buyer and Supplier through the Platform.

4. Eligible Refund Circumstances

A refund request may be considered in the following circumstances:

  • Goods delivered are materially non-conformant with the agreed technical specifications confirmed through Platform Live Chat
  • Goods are confirmed as defective or non-functional upon delivery and within the 48-hour inspection period
  • The Supplier fails to deliver goods within the mutually agreed timeline without documented force majeure justification
  • The Supplier fails to fulfill a confirmed order entirely

Masdr will review evidence submitted by both parties and facilitate communication between them. Final resolution is subject to agreement between the Supplier and Buyer, and Masdr’s ability to coordinate disbursement adjustments with Paymob.

5. Non-Eligible Circumstances

Refund requests will not be considered in the following circumstances:

  • Buyer changes of mind after production has commenced based on confirmed technical specifications
  • Disputes over specifications that were not documented in the Platform Live Chat prior to production
  • Claims submitted after the 48-hour inspection window without prior written exception
  • Disputes arising from off-platform negotiations or transactions (which also constitute a breach of the MSA)
  • Normal variations in manufacturing within industry-accepted tolerance levels
  • Delays caused by the Buyer (e.g., late payment, delayed tech pack submission)
  • Subscription fees — all subscription payments are non-refundable once the billing period has commenced

6. Dispute Resolution Process

  • Step 1: Buyer submits dispute through Platform Live Chat within 48 hours of delivery, with supporting evidence
  • Step 2: Masdr notifies the Supplier and requests their response within 3 business days
  • Step 3: Masdr reviews both parties’ submissions and facilitates resolution within 7 business days
  • Step 4: If resolved in Buyer’s favor, Masdr coordinates with the Supplier for a full or partial refund or replacement shipment
  • Step 5: If parties cannot agree, the matter may be escalated to the competent courts of Egypt

Masdr’s role in this process is limited to facilitation and record provision. Masdr does not adjudicate disputes and is not liable for the outcome of any dispute between Suppliers and Buyers.

7. Subscription Refunds

Subscription fees (Supplier Pro Plan and Buyer Pro/Platinum Plans) are non-refundable once a billing period has commenced. If you cancel your subscription, access continues until the end of the current billing period; no prorated refunds are issued.

Exceptions may be made at Masdr’s sole discretion in cases of significant Platform unavailability or documented technical failure.

8. Currency & Processing

Refunds, where applicable, are processed in the original currency of the transaction through Paymob. Paymob’s processing timelines (typically 7–14 business days) apply. Masdr does not control Paymob’s processing timeframes or any intermediary bank timelines.

9. Contact

For refund inquiries, contact our team at adham@factorymena.com. Please include your Platform order reference, the nature of the issue, and any supporting documentation.