Digital Refund Policy
This Refund Policy explains when refunds may or may not be available for products and services purchased through Tawseel Online.
1. General Rule
Due to the nature of digital goods and electronically delivered products, all sales are generally final once the product has been successfully delivered, revealed, sent, activated, credited, or made available to the customer.
Please review product details carefully before completing any purchase, including:
- product type;
- brand/store;
- country or region;
- denomination;
- currency;
- account details; and
- delivery method.
2. Non-Refundable Items
Unless required by law, refunds will not be provided for:
- delivered digital vouchers, codes, gift cards, subscriptions, or credits;
- incorrect purchases made by the customer;
- orders placed with incorrect region, denomination, or account information;
- redeemed, used, disclosed, or expired digital items;
- products affected by customer device, account, or third-party platform restrictions; and
- purchases made in violation of our Terms or Usage Policy.
3. Refunds May Be Granted If
A refund may be considered if:
- Tawseel Online fails to deliver the purchased product;
- the delivered code or digital item is invalid due to an issue caused by Tawseel Online;
- the order was charged successfully but not fulfilled;
- the same order was duplicated due to a technical issue; or
- a refund is otherwise required under applicable consumer protection law.
4. Verification and Investigation
Before approving any refund, we may require:
- proof of purchase;
- order number;
- registered email or phone number;
- screenshots or redemption error messages;
- identity verification documents; and
- payment verification documents where fraud prevention checks are necessary.
Failure to provide requested information may delay or prevent refund processing.
5. Fraud, Abuse, and Suspicious Transactions
If a transaction is flagged as suspicious, unauthorized, unlawful, or inconsistent with our verification standards, Tawseel Online may:
- place the order on hold;
- reject or cancel the order;
- suspend the account;
- request supporting documents; and
- report the matter to relevant authorities where legally required.
In such cases, any refund, if approved, may be delayed pending investigation.
6. Refund Method
Approved refunds will be processed through the original payment method unless otherwise required by law or agreed by Tawseel Online.
We are not responsible for delays caused by banks, card issuers, payment gateways, or financial institutions after the refund has been initiated.
7. Processing Time
Refund review periods may vary depending on the nature of the issue and the payment provider. Estimated processing time: 7–14 business days after approval, unless banking or compliance checks require longer.
8. Chargebacks
If you believe a transaction was unauthorized, please contact us before filing a chargeback so we can investigate. Unjustified chargebacks or abusive disputes may result in account restriction or permanent suspension.
9. Contact for Refund Requests
To request support regarding a refund, contact:
Tawseel Online Support
Email: support@tawseelonline.om
Phone/WhatsApp: +968-99634433
Business Hours: 08:00 – 17:00 Sunday - Thursday
Please include your order number and a clear description of the issue.
