Refund & Disputes Policy

Company: Tahweel Financial Services LLC and affiliated entities ("Tahweel")

Effective Date: Feb 1, 2026

Applies to: All users of Tahweel platform, websites

1. Overview

This Refund Policy governs all purchases made through Tahweel’s platform, including digital products, telecommunications services, and software-based services.

Tahweel operates as a digital goods retailer and marketplace providing instant delivery of third-party digital products. Due to the nature of digital goods, strict refund conditions apply.

This policy complies with:

  • Stripe Refund Requirements
  • Visa and Mastercard dispute regulations
  • Digital goods industry standards
  • Global e-commerce best practices

2. Nature of Digital Products

Tahweel provides digital products including but not limited to:

  • Digital gift cards
  • Gaming vouchers
  • Telecommunications recharge
  • Mobile airtime top-ups
  • eSIM services
  • Software licenses
  • Digital subscription products

These products are delivered electronically and instantly.

3. General Refund Eligibility

Refunds may be issued only under specific conditions. Users may be eligible for a refund if:

  • The product was not delivered
  • The product is technically defective and verified invalid
  • The product cannot be activated due to provider system failure
  • The transaction was duplicated due to technical error
  • The transaction was unauthorized and verified through investigation

All refund requests are subject to investigation. Tahweel reserves sole discretion in determining refund eligibility.

4. Non-Refundable Transactions

The following transactions are strictly non-refundable:

4.1 Delivered Digital Products

Once a digital code or product is delivered, revealed, accessed, or downloaded, the transaction becomes final and non-refundable. This is necessary to prevent fraud and abuse.

4.2 Incorrect Purchases by User

Tahweel is not responsible for user errors including:

  • Incorrect email address entered
  • Incorrect product selection
  • Incorrect phone number for recharge
  • Incorrect account entered

Users are responsible for verifying purchase details before payment.

4.3 Successfully Redeemed Products

Products that have been redeemed, activated, or used are not eligible for refunds.

4.4 Third-Party Service Restrictions

Tahweel is not responsible for restrictions imposed by third-party providers, including:

  • Regional restrictions
  • Account restrictions
  • Platform compatibility

5. Failed or Undelivered Transactions

If delivery fails due to technical reasons, Tahweel may:

  • Retry delivery
  • Replace the product
  • Issue a refund

Refunds are issued only after verification.

6. Unauthorized Transactions

If a user reports an unauthorized transaction, Tahweel will:

  • Investigate the transaction
  • Review authentication logs
  • Review fraud indicators

Refunds may be issued if fraud is verified. Tahweel may deny refunds if:

  • Authentication was successful
  • Fraud cannot be verified

7. Refund Request Procedure

Users must submit refund requests through official support channels:

  • Email: support@tahweel.io
  • Website: https://tahweel.io
  • Support Center: https://forum.tahweel.io

Required information:

  • Transaction ID
  • Registered email
  • Description of issue

Tahweel may request additional information.

8. Refund Timeframe

If approved, refunds are processed within 5–10 business days. Actual receipt depends on payment provider and bank processing times. Stripe and card networks control final refund settlement.

9. Refund Method

Refunds are issued only to the original payment method. Tahweel does not issue refunds via:

  • Cash
  • Bank transfer (unless legally required)
  • Alternative accounts

10. Fraud Prevention and Abuse Protection

Tahweel actively monitors refund abuse. Tahweel may refuse refunds if:

  • Fraud is suspected
  • Abuse of refund policy is detected
  • Excessive refund requests occur

Tahweel may suspend or terminate accounts involved in abuse.

11. Chargebacks and Disputes

Users are encouraged to contact Tahweel support before filing chargebacks. Unauthorized chargebacks may result in:

  • Account suspension
  • Account termination
  • Permanent service restriction

Tahweel fully cooperates with Stripe, payment providers and card networks during dispute investigations.

12. Stripe and Payment Processor Compliance

Tahweel complies fully with Stripe refund and dispute requirements. Tahweel maintains:

  • Transaction records
  • Delivery verification logs
  • Fraud monitoring systems

These are used during dispute investigations.

13. Exceptional Circumstances

Tahweel may issue refunds outside normal policy in exceptional circumstances at its sole discretion.

14. Service Interruptions

Refunds are not guaranteed for temporary service outages or third-party provider delays. Tahweel will attempt resolution before issuing refunds.

15. Limitation of Liability

Tahweel is not liable for user input errors, third-party provider issues, or user device compatibility issues.

16. Policy Changes

Tahweel may update this policy at any time. Users are responsible for reviewing updates.

17. Compliance Statement

This Refund Policy is designed to comply with:

  • Stripe Acceptable Use Policy
  • Stripe dispute management standards
  • Visa dispute rules
  • Mastercard dispute rules
  • Global digital commerce standards

18. Contact Information

Tahweel Financial Services LLC

Website: https://tahweel.io

Support Email: support@tahweel.io

Compliance Email: compliance@tahweel.io