Dispute & Refund Policy — Saudi Tradex

Effective date: May 18, 2026

1. Platform role

Saudi Tradex provides marketplace workflow tools. Unless expressly stated in a specific transaction, the platform is not the seller, manufacturer, escrow provider, logistics provider, or payment guarantor.

2. Disputes

Disputes may involve:

• product mismatch;
• delivery delay;
• invoice disagreement;
• quote/order mismatch;
• payment disagreement;
• quality complaint;
• misuse of platform communications.

3. Opening a dispute

A party should submit:

• order/invoice/RFQ reference;
• description of issue;
• relevant messages/files/photos;
• requested resolution;
• evidence of delivery, payment, or non-performance.

4. Response timeline

The platform may set response windows. Failure to respond may affect platform account standing but does not by itself determine legal liability.

5. Platform action

Saudi Tradex may:

• request information;
• review records and audit logs;
• freeze certain workflow actions;
• moderate content;
• suspend accounts;
• recommend settlement;
• close disputes where evidence is insufficient.

6. Refunds

If the platform does not process payment directly, refunds are handled between buyer and supplier according to their agreement and applicable law. If Saudi Tradex later provides a direct payment/escrow flow, refund rules must be updated before activation.

7. Legal remedies

Parties retain legal rights under applicable law. Platform dispute handling does not replace courts, arbitration, regulators, or statutory consumer/business rights.

Contact: [email protected]