Refund, Cancellation, Delivery & Contact Information

This page forms part of the Terms & Conditions and Privacy Policy of Matjar Technologies LLC ("Matjar", "we", "us"). It sets out our refund and cancellation terms, how our services are delivered, the currencies and payment methods we accept, and how to reach us.

1. Company & Contact Information

Legal entity

Matjar Technologies LLC

Trade licence / CN

CN-4848667

Registered with

Abu Dhabi Department of Economic Development (ADDED), United Arab Emirates

Registered address

Link Investments Building, Office 109, Mohammed Bin Zayed City, Abu Dhabi, United Arab Emirates

Telephone / WhatsApp

+971 50 111 0210

Email

support@matjar.online

Billing enquiries

billing@matjar.online

Support hours

Sunday to Thursday, 09:00–18:00 (GST / UTC+4), excluding UAE public holidays

Website

https://matjar.online

We respond to all support and billing enquiries within two (2) business days.

2. Pricing, Currency & Accepted Payment Methods

• All prices displayed on matjar.online are in UAE Dirhams (AED), and all transactions are charged and settled in AED.
• Prices are stated inclusive of UAE Value Added Tax at 5%. Where VAT applies, it is shown separately at checkout and on your tax invoice.
• We accept Visa and Mastercard credit and debit cards, Apple Pay, Google Pay. Card payments are processed by our licensed payment service provider; Matjar does not store full card numbers on its own systems.
• Your card issuer may apply foreign exchange or cross-border fees if your card is not denominated in AED. These charges are set by your issuer, not by Matjar.
• A tax invoice is issued to your registered email address for every successful payment.

3. Delivery & Service Provisioning Policy

Matjar is a software-as-a-service (SaaS) e-commerce platform. Matjar Technologies LLC does not ship physical goods.

Goods sold by merchants on the platform

Where an independent merchant uses Matjar to operate their own online store, that merchant - not Matjar - is the seller of record for the goods or services offered. Shipping methods, delivery timelines, delivery charges and returns for those goods are set and fulfilled by the merchant and their chosen logistics provider, and are published on the merchant’s own storefront. Matjar provides the technology only.

4. Refund & Cancellation Policy

4.1 Cancelling your subscription

You may cancel at any time from Dashboard → Billing → Cancel plan, or by emailing support@matjar.online or calling +971 50 111 0210. Cancellation stops all future billing. Your subscription remains active until the end of the billing period already paid for, after which the account is downgraded or closed. No notice period is required.

4.2 Refund eligibility

Fees already consumed for completed transactions, third-party charges passed through to you at cost (payment gateway, delivery, SMS and similar), and custom development or professional services already performed are non-refundable. Nothing in this policy limits any right you may have under UAE Federal Law No. 15 of 2020 on Consumer Protection.

4.3 How to request a refund

1. Email support@matjar.online (or WhatsApp +971 50 111 0210) with the subject line "Refund request".
2. Include your account name or store URL, the transaction date, the amount, and the reason for the request.
3. We acknowledge every request within 2 business days and give you a decision within 7 business days.

4.4 How refunds are paid

• Approved refunds are returned to the original payment method only, in AED. We cannot refund to a different card, to a different person, or in cash.
• We release the refund to the acquirer within 3 business days of approval.
• Your bank or card issuer typically posts the credit to your statement within 7 to 14 business days of that release. The time taken after we release the refund is controlled by your issuer, not by Matjar.
• Partial refunds are calculated pro-rata on the unused portion of the current billing period, unless stated otherwise above.

4.5 Chargebacks

If you believe a charge is wrong, please contact us first - we can almost always resolve it faster than a chargeback. If a chargeback is raised, we will co-operate fully with your issuer and will provide the transaction records requested. Accounts with an unresolved chargeback may be suspended until the dispute is closed.

5. Prohibited & Restricted Products

Merchants may not use Matjar to offer, sell or advertise: illegal or counterfeit goods; narcotics, controlled substances or drug paraphernalia; weapons, ammunition or explosives; alcohol or tobacco other than under a valid UAE licence; adult or sexually explicit material; gambling, lotteries or betting; unlicensed financial, investment or money-transfer services; virtual currencies where not licensed; items infringing third-party intellectual property; goods or services prohibited under UAE law or by the applicable card schemes. Accounts found in breach are suspended immediately and are not eligible for refund.

6. Governing Law

These policies are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Abu Dhabi. Any dispute is subject to the exclusive jurisdiction of the courts of Abu Dhabi.

7. Complaints

If you are not satisfied with the outcome of a refund request, write to support@matjar.online marked "Escalation". A manager will review and respond within 10 business days.