Dispute Resolution Policy

Published by Ultrasooq — the trading name under which this marketplace is operated.

1.1 What this policy covers

This policy explains what to do if something goes wrong with an order you placed on Ultrasooq: the item did not arrive, it is not what was described, it arrived damaged, or you were charged an amount you do not recognise.

Ultrasooq is a marketplace. Products are sold by independent sellers. Ultrasooq processes the payment and holds the commercial relationship for the payment, and provides the dispute process described here.

This policy applies to orders paid by card or from your Ultrasooq wallet. Those are the only payment methods currently available.

This policy sits alongside our Refund & Cancellation Policy (asking for a refund, and where money we return to you goes) and our Delivery & Shipping Policy (who delivers, and what we do and do not promise about delivery). Where money we return to you goes is decided by section 8.0 of our Refund & Cancellation Policy, and by nothing in this policy. What an upheld dispute is worth is in section 1.6 below.

1.2 Before you raise a dispute: message the seller

Most problems are resolved fastest by the seller. Contact the seller through the messages area of your Ultrasooq account and describe the problem.

1.3 How to raise a dispute with Ultrasooq

You can open a dispute on an individual item in an order — not on the whole order. If two items in the same order have problems, open a dispute on each one.

To open a dispute you provide:

• the order item concerned;
• a reason (required);
• a description of what went wrong (optional but strongly recommended);
• supporting evidence — photographs, screenshots, correspondence — which you can attach to the case.

One dispute at a time per item. While a dispute on an item is open you cannot open a second one on the same item.

Time limit — the Claim Window. You must open a dispute within the Claim Window. How long it is, and the event it runs from, are stated in section 4.3 of our Refund & Cancellation Policy — the only place in our documents that states them. This clause states no period of its own.

The same Claim Window applies if you ask for a refund instead (section 4.3 of that policy). Choosing one route rather than the other does not give you longer.

Automatic delivery confirmation does not end your right to dispute. Orders marked delivered are currently confirmed as received automatically after 7 days if you take no action. That automatic confirmation does not prevent you from opening a dispute afterwards, so long as you are within the time limit above.

Withdrawing. You can withdraw your dispute yourself while it is still open, or while it is with a reviewer. Once it has moved past that point you can no longer withdraw it yourself; if you want to stop a case at that stage, contact us using the details in section 1.10.

1.4 What happens after you open a dispute

1. The seller is notified that a dispute has been opened on the item, with your stated reason.
2. Ultrasooq is notified and the case enters our review queue.
3. You and the seller can exchange messages on the case. That discussion is part of the case record and is visible to the Ultrasooq reviewer.
4. A reviewer at Ultrasooq takes the case and considers it.
5. The case is decided — in your favour or in the seller’s favour — with a written decision.
6. The outcome is recorded on the case and appears in your Ultrasooq notifications.

Timing. We aim to acknowledge a dispute and to reach a decision as quickly as we reasonably can. Complex cases, or cases where we are waiting for information from you or the seller, take longer. We do not publish a target time for either step.

1.5 How a dispute is decided

We are not an independent mediator. Disputes are decided by Ultrasooq staff. Ultrasooq takes the payment for your order and is the merchant of record for card payments made on the platform, so we have an interest in the outcome. We set out below how we decide, so that you can judge it — and section 1.8 sets out the routes that do not depend on us.

A reviewer at Ultrasooq considers:

• the order record and what you were charged;
• the delivery record for the item — dispatch and delivery events, carrier tracking, and any proof of delivery the seller supplied;
• the evidence you attached to the case;
• the messages exchanged between you and the seller on the case;
• any refund already made on the item.

The reviewer decides on the balance of that evidence.

There is no internal appeal stage. The decision is Ultrasooq’s final position on the case. This does not affect your statutory rights, your right to contact your card issuer (section 1.8), or any right you have to take the matter to a competent authority or court in the Sultanate of Oman.

1.6 What you receive if your dispute is upheld

Where the money goes. If your dispute is upheld, where the amount awarded goes is decided by section 8.0 of our Refund & Cancellation Policy — see section 8.0(g), which deals with complaints decided in your favour. This policy states no rule of its own on it. Read section 8.0(g) before you choose how you want your claim dealt with; if you paid by card, it also explains what we can and cannot do, and what your alternative is.

This section deals with the rest: how much, and how a decision is made.

How much.

• The amount awarded is the amount you paid for that item, less anything already returned to you for the same item. You cannot be paid twice for the same thing.
• It is decided per item, so a dispute on one item of a multi-item order settles that item and leaves the rest of the order in place. (What is possible per item, and what is not, depends on how you paid — section 8.0 of our Refund & Cancellation Policy.)
• Amounts charged at order level rather than against an individual item — a delivery charge, or an order-level discount — are not part of an item’s value and are not included in an award for an item. Delivery is in any case free of charge on all orders at present (Delivery & Shipping Policy, section 4).

If your award reaches you as Ultrasooq wallet credit, that credit can be spent on Ultrasooq or withdrawn to a bank account in your name — see section 1.7.

1.7 Turning wallet credit into money in your bank account

You can request a withdrawal of your Ultrasooq wallet balance to a bank account in your name.

• Minimum withdrawal: OMR 1.000.
• You provide a valid IBAN and account details.
• The requested amount is held while the request is reviewed.
• Every withdrawal is reviewed and approved manually by Ultrasooq before the transfer is made. We may ask you for identification or other information before approving a withdrawal.
• Once approved, the transfer is made by bank transfer. The time for funds to reach your account is set by the banks involved.

How long that review takes is dealt with in clause 9.3 of our Terms of Use — the only place in our documents that says anything about withdrawal timing. This policy states no period of its own.

1.8 Your right to contact your bank (chargebacks)

Raising a dispute with us does not take away your right to contact your card issuer. If you paid by card you may ask your bank or card issuer to dispute the charge under their own rules. We would prefer you come to us first — we can usually resolve a problem faster than a bank dispute — but nothing in this policy prevents you from going to your issuer, and nothing in it requires you to use our process before you do.

If you do contact your issuer:

• Tell us. We do not automatically learn that you have done so, and telling us stops us both working the same problem twice.
• Where your issuer asks us for information about the transaction through our payment provider, we will provide the order and delivery records we hold for it.
• We will not pursue you for raising a bank dispute in good faith. We may suspend or close an account that repeatedly raises bank disputes that are found to be unfounded, or that we reasonably believe to be fraudulent.

You cannot recover the same money twice. If we have already returned money to you for an item and your bank later reverses the same charge, we may take back what we returned, or otherwise recover the duplicated amount from you. This paragraph is about the duplication, not about where money we return to you goes; that is decided by section 8.0 of our Refund & Cancellation Policy.

1.9 Things this policy does not cover

• Returns. Ultrasooq does not operate a returns or RMA process. We do not issue return labels, arrange collection of goods, or process returned items, and we cannot send you a replacement. A dispute upheld in your favour is settled financially as described in section 1.6. Any physical return of goods is a matter for you and the seller.
• Delivery dates and lateness. Ultrasooq does not promise a delivery date or a delivery window, and none of our policies provides a remedy for late delivery as such. A dispute for non-delivery is available under section 1.3.
• Cancellation, refunds, and what money you get back are dealt with in our Refund & Cancellation Policy, and delivery in our Delivery & Shipping Policy.

1.10 Contacting us about a dispute

Email support@ultrasooq.com, quoting your order number and the item concerned. This is the same contact route as our Refund & Cancellation Policy and our Delivery & Shipping Policy.

Version 1.0-unreviewed-2026-09-05 · This policy forms part of our Terms of Use.