Refund Policy
This policy explains when and how money paid for an order on Liwan Al Khair is refunded, for products and services alike. It applies to every order paid for in the Liwan Al Khair app.
1. We hold your payment until you have your order
You pay Liwan Al Khair, not the Success Partner. We hold your payment until you confirm that you have received your order, or that the service has been completed. If you do not confirm, we hold it for 72 hours after delivery or completion, which is the objection period, and then pass it to the Success Partner. While we hold it, it can be returned to you in full.
2. When you can ask for a refund
You can ask for a refund on any part of an order while we still hold its payment: before you confirm receipt, or within 72 hours of delivery or completion if you have not confirmed. Once you have confirmed receipt, or the objection period has ended, the payment has gone to the Success Partner and cannot be refunded through the app. Clause 9 explains what you can do then.
3. When we refund in full
We refund what you paid in full when:
- your order, or part of it, was not delivered;
- an item arrived damaged or faulty;
- an item or a service was not as described;
- a booked service was not performed, or not as agreed;
- you paid for an order that was then cancelled, by you or by the Success Partner, before it was collected or before the service began.
Any other request is considered on its merits, with the Success Partner.
4. How to ask
Open the order in the app, choose Help with this order, then Ask for a refund. Select the items concerned and tell us what went wrong. You choose items rather than an amount, and the app works out what is owed. We may ask you for photographs or other evidence through Help & Support. An item can be on one open request at a time; if a request is declined, you can ask again with more information.
5. What you get back
For each item refunded, you get back what you paid for it, after any promo code discount on it, together with its share of the delivery fee. If every item in an order is refunded, the whole delivery fee is returned. You are never charged a second delivery fee.
6. How your request is decided
Every request is reviewed by a Liwan Al Khair administrator, who approves or declines it and records the reason. We aim to respond within 24 hours of your request. While your request is open, the payment for those items stays with us and is not passed to the Success Partner. You can follow your request under Payments in your account, and we tell you when the refund has been sent or if it has been declined. If it is declined, you can reply to ask why.
7. How the money reaches you
An approved refund is returned to the card you paid with. It usually appears within 5 to 10 working days, depending on your bank. If it cannot be sent at first, we try again: an approved refund stays owed to you until it has been paid.
8. Cancelling an order
You can cancel any part of an order that has not yet been collected for delivery, and a booked service that has not yet begun. There is no cancellation fee. If you had already paid, ask for the refund from the same order, as in clause 4.
9. After the payment has gone to the Success Partner
If something is wrong after you have confirmed receipt, or after the objection period has ended, contact us through Help & Support or report a problem on the order. We will look into it with the Success Partner under our Complaint Policy.
10. Your rights
This policy does not affect your rights under the laws of the United Arab Emirates.