Refund, Fraud, and Complaint Resolution Policy

Dealbazaar (SMC-Private) Limited

Dealbazaar is committed to providing a transparent, secure, and customer-centric digital payment experience. This policy outlines the procedures, timelines, and responsibilities for fraud reporting, refund processing, and complaint resolution for all merchants and users of our platform.

1. Fraudulent Transactions & Social Engineering Complaints

1.1 Reporting Window

Any fraudulent transaction, unauthorized activity, or social engineering case must be reported within 24 hours of occurrence to qualify for investigation.

1.2 Required Information

To initiate an inquiry, users must provide:

  • Transaction ID or reference number

  • Date and time of the transaction

  • Account/wallet number used

  • Any supporting evidence (screenshots, call recordings, chat logs, etc.)

1.3 Action & Liability

  • Dealbazaar will open a tri-party investigation with the acquiring merchant and the bank/wallet operator.

  • If fraud is verified, a full or partial refund may be issued—subject to recoverability of funds.

  • Claims reported after 24 hours may be rejected due to limited traceability and data integrity issues.

2. Refund Eligibility and Process

2.1 KYC Requirement for Refunds

All refunds require the customer to complete mandatory KYC verification as part of Dealbazaar’s regulatory compliance obligations.

2.2 Valid Reasons for Refund

Refunds may be approved for:

  • Duplicate or incorrect charging due to system or merchant error

  • Merchant’s failure to deliver within the promised timeframe

  • Delivery of faulty, damaged, expired, or incorrect items

  • Verified fraudulent or unauthorized transactions reported on time

2.3 Deductions from Refunds

Refund amounts may exclude:

  • VAT (Value Added Tax)

  • FED (Federal Excise Duty)

  • Gateway or processing fees already charged by third parties

2.4 Refund Method & Timeline

  • Refunds are issued through the same payment channel used during the original transaction.

  • Refunds can only be credited to the same account title and number, as per anti-fraud guidelines.

  • Standard refund processing time: 48–72 working hours after final approval.

  • Complex cases requiring extended investigation may take up to 7 working days, with prior notification.

3. Product Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Delivery Commitment

Customers must allow the merchant’s committed delivery time (e.g., 7–10 days) to pass before filing a non-delivery complaint.

3.2 Accepted Complaint Scenarios

A complaint may be filed if:

  • The product was not delivered within the committed timeframe

  • The product/service differs significantly from the listing

  • The item is faulty, damaged, incomplete, expired, or defective

3.3 Required Evidence

Customers must submit:

  • Order receipt or invoice

  • Clear photos/videos of the received product (if applicable)

  • Communication proof (SMS, email, chat) with the merchant

3.4 Complaint Timeline

Complaints must be submitted within 72 hours of expected delivery or receipt. Delays beyond this period may render the refund ineligible.

4. Refund Policy vs. Merchant Policy

4.1 Merchant Policy Precedence

Each merchant connected to Dealbazaar may have their own delivery, refund, and return policy. Dealbazar respects those policies unless they violate consumer protection laws or this platform’s rules.

4.2 Conflict Resolution

Dealbazaar will mediate disputes between customers and merchants.

  • If a merchant does not respond within 3 working days, Dealbazaar may take a final decision in the customer’s interest, after validating transaction details.

5. Non-Refundable Scenarios

Refunds will not be issued for:

  • Change of mind or buyer’s remorse

  • Disputes about pricing after the order is completed

  • Ignoring or not reviewing merchant policies

  • Transactions fulfilled exactly as described

6. Legal Disclaimer

  • Dealbazaar is a payment technology platform and does not manufacture, store, or directly sell any goods or services.

  • Our responsibility is limited to facilitating transactions between customers and merchants.

  • Dealbazaar is not liable for indirect losses except in cases of proven negligence or confirmed system failure.

7. Complaint Registration & Resolution Process

7.1 How to Submit a Complaint

You may file complaints through:

📧 Email: info.dealbazaar.sbs

📞 Phone: 0371-1577736

7.2 Information Required

  • Full Name and CNIC

  • Transaction Reference ID

  • Transaction Date

  • Description of the issue

  • Supporting evidence (screenshots, order slips, chats, etc.)

7.3 Resolution Timeline

  • Complaints are acknowledged within 24 hours.

  • Standard investigation time: up to 7 working days.

  • Fraud/chargeback-related matters may take longer; updates will be provided proactively.

8. Contact & Escalation

Primary Support:
📧 Email: info@dealbazaar.sbs
📞 Phone: 0371-1577736

Business Address:
Office # 103, 1st Floor, Landmark Heights,
Service Road, Ghouri Town, Phase 5, Islamabad, Pakistan