1. Scope of Customer Protection

This Policy applies to orders created and recorded within Armotah and shown in the Platform’s order system or records.

Depending on the nature of the case and available services, protection may include reviewing complaints and disputes related to Recorded Orders, such as non-fulfillment, non-delivery, a material difference between what was described and what was delivered, suspected fraud, or a clear violation of Platform policies.

Armotah protection does not apply to any order, payment, agreement, communication, or transfer completed outside the Platform, even if the Customer discovered the Merchant through Armotah or a store created through Armotah.

2. Important Definitions

For the purposes of this Policy:

• Customer: A person who browses a store, places an order, or purchases a product or service from a Merchant through Armotah.
• Merchant: A person or entity that operates a store and offers products or services through Armotah.
• Recorded Order: An order created and documented within Armotah’s system.
• Store Policy: Terms published by the Merchant in the store, including delivery, exchange, return, and preparation policies.
• Ordinary Return: A request to return a product or cancel an order for reasons unrelated to fraud, non-delivery, or a clear violation, such as a change of mind or no longer needing the product.
• Eligible Complaint: A complaint related to a Recorded Order on Armotah and supported by information or evidence that can be reviewed.
• Refund: The return of all or part of an amount to the Customer based on the outcome of a review and the available payment path for the order.
• Digital Product: A product, content item, code, file, subscription, account, or service delivered electronically.
• Service: Work or a benefit provided by a Merchant to a Customer, including design, programming, marketing, or any other service permitted on Armotah.

3. Customer Responsibility Before Completing an Order

Before completing an order, Customers must review the product or service information, including:

• Product or service name and description.
• The price displayed at the time of the order.
• Images, specifications, sizes, and colors where applicable.
• Preparation, performance, or delivery time.
• The store’s delivery, exchange, and return policy.
• Any additional terms clearly published by the Merchant on the product or store page.

Completing an order constitutes acceptance of the Store Policy displayed to the Customer at the time of the order, including return, exchange, and cancellation conditions set by the Merchant.

However, acceptance of a Store Policy does not prevent Armotah from reviewing cases involving fraud, non-delivery, misleading information, a material mismatch between what was offered and delivered, or any clear violation of Platform policies.

4. Role of Store Policies in Exchanges and Returns

Each Merchant may set their own exchange, return, and delivery policy, provided that the policy is shown to the Customer before the order is completed.

Store Policies govern Ordinary Returns, such as a change of mind, no longer needing a product, or selecting an unsuitable size, unless there is a Merchant violation or a right that cannot be limited by law.

Customers must not assume that a free or automatic return or exchange is available unless the store clearly states so.

A Merchant may set reasonable conditions for Ordinary Returns, such as requiring the product to remain in original condition, to be returned within a stated period, or to include original packaging or accessories, provided these conditions were clearly displayed before the order.

Ordinary Store Policy restrictions do not apply where a review establishes a material violation, such as non-delivery, delivery of a materially different product, misleading description, or fraudulent activity.

5. Order Cancellations

A Customer may request cancellation according to the Store Policy and the order status at the time of the request.

Cancellation may not be available after product preparation, shipping, digital delivery, or service performance has begun, unless the Merchant agrees or cancellation is required because of a violation, error, or Eligible Complaint.

A Merchant may cancel an order where necessary, with a clear reason shown to the Customer, such as unavailable stock, inability to deliver, incorrect order details, or inability to fulfill the order under the stated terms.

Where a paid Recorded Order is cancelled, Armotah may review the order status and may begin refund procedures according to the outcome of the review and the available payment path.

A cancellation request alone does not guarantee an immediate refund, and no refund is automatic without review of the order, payment, and fulfillment status.

6. Physical Products

A Customer may submit a complaint about a physical product after receiving it or after the issue becomes apparent.

Depending on available evidence, Armotah may review cases involving:

• Non-delivery despite a Recorded Order or payment confirmed through an available path.
• Delivery of a product materially different from the product ordered.
• A material shortage in the order.
• A clear or material defect or damage that was not disclosed.
• A materially misleading description, image, or specification.
• A clear Merchant violation of the Store Policy or commitments made at the time of the order.

For Ordinary Returns, including a change of mind, no longer needing the product, or a Customer selection error, the Store Policy displayed at the time of the order applies.

Armotah or the Merchant may request clear photographs of the product, packaging, labels, or other evidence that may help review the complaint.

Opening packaging or inspecting a product upon delivery does not prevent a Customer from filing a complaint. However, using, damaging, or modifying a product in a way unrelated to a defect or violation may affect the assessment of an Ordinary Return request.

7. Digital Products

Digital Products include, without limitation, codes, files, subscriptions, accounts, digital books, and products delivered electronically.

A Customer should submit a complaint concerning a Digital Product within 24 to 48 hours from delivery, activation, or discovery of the issue, depending on the nature of the product and the case.

Armotah may review Digital Product complaints where there is evidence of:

• Non-delivery despite order completion.
• Failure to receive a promised code, file, or access method.
• A product that does not work or is invalid upon delivery.
• A Digital Product that materially differs from the published description.
• Misleading conduct or a clear Merchant violation.

Digital Product amounts are not automatically refunded simply because a complaint is submitted, because some Digital Products may be copied, used, transferred, or disclosed immediately after delivery.

For single-use codes, refunds are not automatic. The case may be reviewed after the Customer provides clear evidence and after verification, to the extent possible, that the code was invalid, unusable, or affected by a Merchant violation.

For digital books, accounts, files, or products where access credentials are delivered or disclosed, a Customer is not entitled to a refund after delivery or access merely because of a change of mind or unwillingness to use the product, unless non-delivery, misrepresentation, material mismatch, or Merchant violation is established.

Customers must protect codes, access details, and digital files received and must not share, disclose, or misuse them in a way that affects the ability to review a complaint.

8. Services

Merchants may offer services through Armotah, including design, programming, marketing, and other permitted services.

The Merchant is responsible for completing the service within the timeframe published in the store or order details.

A Customer may submit a complaint where:

• The Merchant exceeds the stated completion or delivery period without a clear justification or a new agreement with the Customer.
• The service is not performed.
• The service materially differs from the description or terms published in the store.
• Misleading conduct or a clear Merchant violation is established.

Complaint review is based on what the Merchant published in the store at the time of the order, the order record, and available communications or evidence within Armotah or submitted through official support channels.

A Customer is not entitled to a refund merely because of personal dissatisfaction or a change of mind where the service was performed in material accordance with the Merchant’s description and stated terms, unless applicable law requires otherwise.

9. Submitting a Complaint

Complaints must be submitted through the official complaint or support channels available within Armotah.

Where possible, a complaint should include:

• Order number or information that identifies the order.
• A clear description of the issue.
• The date on which the issue appeared.
• Relevant photographs, videos, files, messages, or other evidence.
• The action requested by the Customer, such as order completion, replacement, or refund review.

All information and evidence submitted must be accurate, complete, and not misleading.

Armotah may request additional information or evidence from the Customer or Merchant before making a decision.

Armotah may be unable to fully review a complaint where the order is not recorded on the Platform, evidence is insufficient, or the complaint is submitted after an unreasonable delay without a valid reason.

10. Complaint Review and Merchant Response

For an Eligible Complaint, Armotah may ask the Merchant to provide a response, explanation, or evidence within 24 hours, depending on the nature and seriousness of the case.

Armotah may shorten that period or take urgent action in sensitive cases, such as suspected fraud, prohibited products, or a clear risk to the Customer, Users, or Platform.

Both the Merchant and Customer must cooperate in good faith and provide accurate information within the requested timeframe.

Armotah may review the order record, payment status, communications, evidence submitted, store information, and violation history to the extent necessary to reach an appropriate operational decision.

11. Review Outcomes

Depending on the nature of the case and available evidence, Armotah may decide to take one or more of the following actions:

• Reject the complaint where evidence is insufficient, no violation is established, or the Store Policy applies correctly.
• Request clarification or additional action from the Customer or Merchant.
• Require the Merchant to complete the order, ship the product, or provide the service.
• Require the Merchant to correct the issue, replace the product, or resend a Digital Product.
• Cancel the order.
• Review a full or partial refund, depending on the case and available payment path.
• Temporarily suspend the store, restrict certain services, or temporarily freeze Merchant balances pending review.
• Take additional measures under the Terms of Use and Armotah Merchant Rules.

Armotah’s decision is an operational Platform decision and not a court judgment or final legal determination of rights between the Customer and Merchant. It does not prevent either party from seeking remedies before competent authorities under applicable law.

12. Refunds and Refund Method

Refunds are issued only after review of the case and are not automatic merely because a request or complaint is submitted.

Where a refund is approved, it will be processed through the payment path or method available for the order. The time for a refund to appear or arrive may vary depending on the payment method, service provider, and operational procedures related to the case.

It may not always be possible to return an amount to the same method used for payment, especially where an external payment method does not allow this or where there is an issue with transfer or account details.

Armotah is not responsible for delays caused by payment providers, banks, electronic wallets, telecommunications companies, or other third parties that operate a payment or transfer process. Armotah may follow up within the limits of the service available.

A Customer may not receive more than one refund for the same order or the same part of an order.

13. Cases Where a Refund May Not Be Available

Depending on the nature of the case, available evidence, and the Store Policy, a refund may not be available or a request may be rejected where:

• The Customer changed their mind or no longer needs the product and the Store Policy does not allow a return.
• The Customer selected the wrong product, size, color, or option where the information was clear before ordering.
• The complaint is submitted without sufficient evidence or with misleading information.
• The complaint is submitted after an unreasonable delay without a valid reason.
• A Digital Product was delivered, accessed, or used, unless a Merchant violation is established.
• A product was used, damaged, or altered in a way that affects the ability to return it in an Ordinary Return case.
• A service was performed in material accordance with the published description and terms.
• The order, payment, or agreement was completed outside Armotah.
• The Customer has already received a refund or compensation for the same case from the Merchant, payment provider, or another party.
• Forged evidence is submitted or the complaint or refund system is misused.

These cases do not prevent Armotah from reviewing an exceptional case where there is evidence of fraud, misrepresentation, a serious violation, or a right that cannot be limited under applicable law.

14. Delivery and Shipping Companies

Armotah supports the display of delivery options within stores but does not operate shipping companies or act as a delivery company.

Any arrangement between a Merchant and a shipping company is directly between them, and Armotah is not a party to that arrangement.

The Merchant remains responsible to the Customer for clearly explaining delivery areas, fees, timelines, and method of fulfillment as published in the store.

Armotah may review a delivery-related complaint connected to a Recorded Order, particularly in cases of non-delivery or a Merchant’s failure to comply with published terms. However, Armotah does not guarantee the performance of a shipping company or the actions of any external party.

15. Orders and Payments Outside Armotah

This Policy does not cover any order, payment, transfer, agreement, or communication completed outside Armotah.

Where a Customer transfers money directly to a Merchant outside the Platform or makes an agreement through an external channel, Armotah cannot record, track, protect, guarantee, manage a dispute for, or enforce a refund for that transaction.

Customers should complete orders and payments through available and recorded Armotah paths to benefit from the Platform’s tracking, complaint, and protection systems.

16. Misuse of the Protection System

The complaints and refund system must be used in good faith.

False, forged, abusive, threatening, or extortionate complaints are prohibited, as is any attempt to obtain products, services, or money without entitlement or through altered or inaccurate evidence.

Armotah may reject a complaint, restrict an account, suspend access to certain services, or take other action where misuse of the protection system, fraud, or a violation of Platform policies or applicable law is suspected.

Where conduct may constitute a legal violation, Armotah may retain related records and data, take necessary preventive measures, and cooperate with or refer information to official authorities when there is an official request or legal necessity.

17. Merchant Responsibility and Customer Protection

Merchants must comply with what they publish in their stores, including price, description, delivery, exchange, return policies, and the timeframe for preparation or service performance.

Armotah may take action against a Merchant where there is a violation, repeated complaints, lack of cooperation, suspected fraud, or the sale of prohibited products or services.

Measures may include warnings, requests to correct a violation, store suspension, service restrictions, temporary balance freezes, or permanent closure in serious cases, in accordance with Armotah Merchant Rules and Terms of Use.

18. Changes to This Policy

Armotah may update this Policy when necessary to develop services, improve customer protection, modify operational procedures, or comply with legal and regulatory requirements.

The updated version will be published on the Platform with an updated “Last Updated” date.

Continued use of Armotah after an update takes effect constitutes acknowledgment of the updated Policy, unless applicable law requires a different process.

19. Governing Language

This Policy is available in Arabic, English, and Kurdish to facilitate understanding.

If there is any difference in meaning or interpretation between translated versions, the Arabic version shall prevail, without prejudice to rights that cannot be limited or waived under applicable law.

20. Contact

For inquiries, complaints, return requests, or refund requests, please use Armotah’s official support channels.

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