Refund Policy

1. Overview

Masdr, operated by Brandhaus LLC (“Masdr,” “we,” “us,” or “our”), is a digital B2B marketplace that connects brand owners with local manufacturers and workshops. This Refund Policy governs subscription payments made to Masdr for access to the Platform and its services. It should be read together with our Terms of Service.

Masdr does not currently process, hold, or facilitate payments for inventory or goods through the Platform. Any orders, samples, production, negotiations, or payments for goods take place directly between Suppliers (manufacturers) and Buyers (brand owners) and are outside the scope of this policy (see section 5).

2. Payment Structure

Subscription payments are processed through Geidea, our licensed Payment Service Provider. Subscription fees are charged at the start of each billing period and renew automatically until cancelled. You are responsible for keeping your payment details current so renewals can be processed.

3. Subscription Refunds

Subscription fees (Supplier Pro Plan and Buyer Pro / Platinum Plans) are non-refundable once a billing period has commenced. If you cancel your subscription, access continues until the end of the current billing period, and no prorated refunds are issued for the unused portion.

Exceptions may be made at Masdr’s sole discretion in cases of significant Platform unavailability or documented technical failure that prevents you from using the service.

4. Cancellation

You may cancel at any time through your account settings or by contacting us at the email in section 7. When you cancel:

• Your subscription will not renew, and you will not be charged for future periods.
• You keep access until the end of the billing period you have already paid for.
• Cancelling stops future charges but does not, on its own, trigger a refund for the current period.

5. Transactions Between Brand Owners and Suppliers

Masdr is a marketplace that helps brand owners discover and connect with suppliers. We are an introducer and platform — we are not a party to any deal made between users.

Accordingly:

• Masdr is not responsible for any order, sample, price, quotation, timeline, quality standard, delivery, or agreement made between a brand owner and a supplier.
• Masdr does not collect, hold, guarantee, or process payments for dealings between brand owners and suppliers, and does not issue refunds for any amounts exchanged between them.
• Any orders, negotiations, payments, or conversations between brand owners and suppliers — whether over WhatsApp, phone, email, in person, direct bank transfer, or otherwise off the Platform — are conducted entirely at the users’ own risk. Masdr accepts no responsibility and provides no refund, mediation, or guarantee for these dealings.
• Any dispute arising from a transaction between a brand owner and a supplier must be resolved directly between those parties.

6. Currency & Processing

Refunds, where applicable, are processed in the original currency of the transaction through Geidea. Geidea’s processing timelines (typically 7–14 business days) apply, and any intermediary bank timelines are outside Masdr’s control.

7. Contact

For refund inquiries or to cancel a subscription, contact our team at adham@factorymena.com. Please include your account details and the nature of your request.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes take effect when posted on this page, and the effective date will be revised. The policy in effect at the time of your purchase applies to that purchase.