Refund & Cancellation Policy

1. Who you are dealing with

1.1 Ultrasooq (“we”, “us”) is an online marketplace. Ultrasooq is the trading name under which it is operated. We operate the website at www.ultrasooq.com and the Ultrasooq mobile applications.

1.2 Products on Ultrasooq are offered by independent third-party sellers. The seller offering each item is shown on the product page and on your order. Ultrasooq operates the marketplace and collects payment for your order, including for items supplied by third-party sellers.

1.3 This policy applies to purchases of goods and services made through the Ultrasooq website and mobile applications and paid for in Omani Rial (OMR). We currently accept payment cards and Ultrasooq wallet credit. We do not currently offer cash on delivery. Where a clause refers to delivery, dispatch or collection, it applies to goods only.

1.4 Payments are processed through our payment service provider.

2. Your rights under Omani law

2.1 Nothing in this policy reduces or replaces any right you have under the consumer protection law of the Sultanate of Oman or any other applicable law. Where this policy is more generous than the law, this policy applies; where the law is more generous, the law applies.

2.2 In particular, your statutory rights in respect of goods that are defective, do not match their description, or are not fit for their purpose are unaffected by any time limit or condition set out in this policy.

3. Cancelling an order

3.1 What you can cancel. You may request cancellation of an individual item on your order at any time before it has been delivered to you. Each item on a multi-item order is cancelled separately. If you paid by card, read section 8.0 before you cancel anything — section 8.0(f) explains why the order in which things happen decides what we are then able to do.

3.2 What you cannot cancel. Once an item has been recorded as delivered, it can no longer be cancelled. If there is a problem with a delivered item, section 4 applies instead.

3.3 Cancellations by us or by the seller. A seller may be unable to fulfil an item — for example if it is out of stock. Where that happens the item is cancelled and it will not be delivered to you. Payment for your order is taken when you place it, so if you have paid for that item, section 8.0 says where that money goes — and section 3.4 tells you what to do first if you paid by card.

3.4 Cancelling an item, and what you must do first if you paid by card.

Where your money goes when an item is cancelled is decided by section 8.0. This section does not repeat that rule; it tells you what to do, and when.

• If you paid with Ultrasooq wallet credit, nothing is required of you. Section 8.0(a) applies and it happens automatically.
• If you paid by card, act before anything is cancelled. Section 8.0(f) sets out what cancelling does to your payment, and why the order in which the two things happen decides what we are then able to do. Read it before you cancel anything. The refund form in your account cannot be used for an item that has already been cancelled. So if you have paid by card and you want an item cancelled, contact us first using the details in section 13, quoting your order number and the item, so that the item and your payment are dealt with together. If an item has already been cancelled, we will tell you what has happened to your payment and what we are able to do about it.

3.5 Uncollected click-and-collect orders. Where you chose to collect an item and it is not collected within the life of your collection code — currently 5 days from the item being made available — we cancel the item and return it to the seller’s stock. This cancellation happens automatically, and you do not have to ask for it. Where your money goes is decided by section 8.0 — and if you paid by card, note that section 8.0(f) applies to an item cancelled this way just as it applies to one you cancelled yourself. If this has happened to a card-paid order, contact us using the details in section 13.

4. Asking for a refund on an item you have received

4.1 When we will refund. You may request a refund for an item you have received where:

• the item is damaged, faulty or defective;
• the item is not what was described on the product page; or
• the wrong item was delivered.

4.1a Items that have not arrived. You may also ask for a refund where an item you paid for has not reached you. Tell us as soon as you can, using the details in section 13 and quoting your order number, and we will look into it with the seller. Nothing in this section is a delivery date or a promise that your item will arrive within any particular time — delivery times are set by the seller; see our Delivery & Shipping Policy.

4.2 Change of mind. Section 4.1 lists the grounds on which we refund an item you have received. If you change your mind about an item that has not yet been delivered, section 3 explains how to cancel it.

4.3 The time limit — the Claim Window. A refund request must be submitted within the Claim Window, which is 14 days from the day the item was delivered to you.

The delivery date is the date shown on your order timeline: the date the seller marked the item delivered or, for a collection order, the date your collection code was used. If an item never arrived at all, section 4.1a says when we will start looking into it. If we mark your item as received for you — which currently happens automatically 7 days after delivery if you take no action — that does not shorten the 14 days, and it does not stop you asking for a refund.

This clause is the only place in any of our documents that states how long the Claim Window is and what it runs from. The term itself is defined in clause 2 of our Terms of Use; our Delivery & Shipping Policy (section 11) and our Dispute Resolution Policy (section 1.3) point here and state no period of their own.

The same Claim Window applies if you raise the same problem as a dispute under our Dispute Resolution Policy (section 1.3 of that policy). Which route you choose does not change how long you have.

4.4 What we may ask you for. To assess a request we may ask you for photographs of the item and its packaging, a description of the fault, and the packing note. Please keep the item and its packaging until your request has been decided.

4.5 Returning the item. Ultrasooq does not currently operate a returns service. We do not issue return labels, arrange collection, or process returned goods. A refund approved under this policy does not require you to ship the item back to us. If the seller asks for the item back, that is arranged with you directly, case by case, and any cost is agreed at that time.

5. How to request a refund

5.1 Sign in, open My Orders, open the order, choose the item, and select Request a refund. Choose a reason and submit.

5.2 Submit a separate request for each item that is affected. Please do not submit more than one request for the same item — if you need to add something to a request you have already made, contact us using the details in section 13, quoting your order number.

5.3 The form cannot be used for an item that has already been cancelled. If you cannot use the form — including for a cancelled item (see sections 3.4 and 8.0(f)) — contact us using the details in section 13, with your order number and what went wrong.

6. Orders paid with wallet credit

Where you paid for an order with Ultrasooq wallet credit, section 8.0(a) says where an approved refund goes. Wallet credit can be spent on Ultrasooq, and you may ask us to transfer your wallet balance to a bank account in your name (see section 9).

7. How we decide, and how you will know

7.1 Refund requests are reviewed by our team. We decide as quickly as we reasonably can. We do not publish a period within which a request is decided, because nothing in the Platform measures how long that review takes and we will not state a period we cannot stand behind.

7.2 We may contact the seller for their account of what happened before we decide.

7.3 Finding out where your request stands. Refund status is not currently shown in your account, and we do not send an automatic message when a request is decided. To find out what has happened to a request, contact us using the details in section 13, quoting your order number, and we will tell you.

8. How refunds are paid

8.0 Where money we return to you goes

Scope of this section, and which document governs it. This section says where money goes whenever Ultrasooq returns money to you, however that comes about — a refund you asked for, an item you cancelled, an item a seller could not supply, an order we cancelled because of a pricing or description error, a collection order you did not collect, or a complaint decided in your favour. It is the only place in any Ultrasooq document where this is stated. Our Terms of Use, our Delivery & Shipping Policy and our Dispute Resolution Policy cover other parts of those subjects and refer to this section for the money; none of them states a rule of its own. If anything anywhere else appears to say something different about where returned money goes, this section is what applies.

(a) Money you paid with Ultrasooq wallet credit goes back to your Ultrasooq wallet. That is the destination on every occasion this section covers. How it gets there is not the same on every occasion. Where an item is cancelled — by you, by a seller who cannot supply it, by us because of a pricing or description error, or automatically because a collection code has expired — it happens on its own, item by item, and nothing is required of you. Where money comes back to you for either of the other two reasons this section covers — a refund you asked for (sections 4 to 7) or a complaint decided in your favour (paragraph (g)) — the destination is the same, but it follows our decision on that request or that complaint. It is not automatic and it does not happen item by item on its own.

(b) Money you paid by card goes back to the card you paid with. For money paid by card, that is our default, and it is the only destination we will ever apply without asking you first. We cannot send a card refund to a different card, to a different account, or to a different person.

(c) We do not give you Ultrasooq wallet credit instead of returning money to your card unless you ask us to, or expressly agree to it, for that particular refund — and where you do, we record that you agreed and what you agreed to. Wallet credit is never a default, never automatic, and never a silent substitute for money going back to your card.

(d) A card payment can only be returned as a whole. Your card is charged once, for the whole order, and that single charge is the only thing we are able to reverse. We cannot return part of a card payment — not one item, not one seller’s items on an order that has several sellers, and not a delivery charge on its own.

(e) Where only part of a card-paid order is affected, that leaves you a choice, and we will ask you to make it before we do anything:

• money back on your card — we reverse the payment for the whole order, because your card was charged once for the whole order and that single charge is the only thing we can reverse. That returns everything you paid for that order, including for the items you were happy with. We then cancel the items on that order that can still be cancelled. An item that has already been delivered to you cannot be cancelled (section 3.2), so anything you have already received and want to keep, you are welcome to order again; and if you would rather give a delivered item back, we do not operate a returns service (section 4.5) and that is arranged with the seller directly; or
• Ultrasooq wallet credit for the affected item only, leaving the rest of your order in place — available only if you ask for it or agree to it under (c).

If you are not sure which you want, tell us and we will explain what each one would mean for your order. We cannot hold your order still while you decide — the seller may go on preparing and dispatching the items you have not raised a problem about — and we will not return any money for that order until you have told us which of the two you want.

(f) Once an item has been cancelled, we can no longer return the money for that order to your card. Cancelling an item stops it being fulfilled; it does not move your money, and it closes the route your money would otherwise have taken. So if you paid by card, contact us before anything is cancelled — using the details in section 13, quoting your order number.

Some cancellations happen without you asking for them: a seller who cannot supply an item, an order we cancel because of an obvious pricing or description error, and a collection order that is not collected within the life of its collection code — currently 5 days — and is cancelled automatically. If an item on your card-paid order has already been cancelled, contact us and we will tell you what has happened to your payment and what we are able to do about it. We will not put credit in your wallet in place of that money unless you ask us to under (c).

(g) A complaint decided in your favour is settled under this same rule. Our Dispute Resolution Policy explains how a complaint is decided and what an award covers; it does not state a destination of its own. What we are able to settle a dispute with is Ultrasooq wallet credit: we have no way of returning a dispute award to a card. So if you paid by card, we will offer you wallet credit and ask you to agree to it under (c). If you would rather have the money returned to your card, we will deal with your claim as a refund instead, on the terms in (d) and (e).

(h) This section decides where money goes, not how much or how quickly. What a returned amount covers is in section 8.1. How long it takes is in section 8.2.

(i) Nothing in this section affects your right to contact your bank or card issuer (section 10.3).

8.1 What a refund covers

• Where money is returned to your card, the amount returned is the amount of the original charge for that order (see section 8.0(d)). Because that single charge included the Ultrasooq service fee and everything else that made it up, the amount returned includes them too.
• Where money is returned to your Ultrasooq wallet, it covers the price you paid for the affected item.
• Delivery charges. Delivery is free of charge on all orders at present (Delivery & Shipping Policy, section 4).

8.2 How long it takes

Once a refund is approved, we submit the reversal to our payment provider as soon as we can. How long it then takes to appear on your statement is decided by your card issuer, and we do not control it.

9. Ultrasooq wallet credit

9.1 Wallet credit can be used to pay for orders on Ultrasooq.

9.2 You may ask us to transfer your wallet balance to a bank account in your name. The minimum transfer is OMR 1.000 and we will need the account IBAN. Transfer requests are reviewed before payment and are paid by bank transfer. 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.

10. If you are unhappy with how we handled your request

10.1 If you are unhappy with how a refund request was handled, you can raise a dispute from your order, or contact us using the details in section 13. Disputes are reviewed by our team and the outcome is decided on the evidence provided by you and by the seller.

10.2 Where a dispute is decided in your favour, section 8.0(g) says where the amount awarded goes, and our Dispute Resolution Policy explains how a dispute is decided and what an award covers.

10.3 Before you contact your bank. If you do not recognise a charge or believe something has gone wrong, please contact us first using the details in section 13. We can usually resolve it faster than a bank dispute, and we will always tell you what the charge was for.

11. Misuse

We may decline a refund request, or restrict access to refunds, where we have reasonable grounds to believe a request is dishonest — for example repeated claims of non-delivery for items shown as delivered and signed for, or claims about items that were never bought. If you contact us, we will tell you whether a request was declined and why (see section 7.3).

12. Changes to this policy

12.1 We may change this policy. The version label at the top of this page tells you which version is current. The policy that applies to your order is the one published when you placed it.

13. Contact us

Email support@ultrasooq.com, quoting your order number and the item concerned. This is the contact route referred to throughout this policy, and it is the same route used by our Delivery & Shipping Policy and our Dispute Resolution Policy.

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