This Refund Policy explains the refund process on Yusr Platform for Productive Families, ensuring a clear and fair experience between customers and productive families, in accordance with the nature of the products and services offered through the platform.
By using the platform or completing any order through it, you agree to this Refund Policy and its related terms.
This Refund Policy applies to orders placed through Yusr Platform, including food products, gifts, perfumes, personal care products, handmade items, fashion products, services, or any other products offered by productive families on the platform.
Refund eligibility may vary depending on the product type, condition, and reason for the refund request.
Customers may request a refund in the following cases:
The product is unavailable after the order has been confirmed and paid.
The order is cancelled by the productive family or the platform.
The product is received damaged or unusable.
The customer receives a product different from what was ordered.
There is a clear error in the quantity or agreed specifications.
The service or order is not completed within the agreed timeframe without a valid reason or alternative agreement with the customer.
Refund requests may not be accepted in the following cases, unless there is a clear defect or an error caused by the productive family:
Fresh food products or products prepared upon request.
Products that have been opened or used.
Personal, health, or beauty products after opening.
Products customized or specially made according to the customer’s request.
Change of mind after the order has been prepared or shipped.
Failure to receive the order due to incorrect customer information or lack of response.
Damage to the product after receipt by the customer.
Delays caused by circumstances beyond the control of the platform or productive family, such as shipping conditions, weather, or unclear delivery address.
Customers must submit a refund request within 24 hours from the time of receiving the order, clearly stating the reason for the request and attaching the required evidence, such as photos, order number, or any supporting information.
Refund requests submitted after this period may not be accepted unless the platform decides otherwise based on the nature of the case.
To request a refund, the customer must follow these steps:
Contact Yusr Platform through the approved support channel.
Provide the order number.
Explain the reason for the refund request.
Attach photos or documents proving the issue, if applicable.
Wait for the request to be reviewed by the platform team and the productive family.
Refund requests are reviewed based on the order details, product condition, submitted evidence, and platform policies.
After receiving a refund request, the platform will review the case and contact the productive family when necessary.
The request may be approved, rejected, or resolved through an alternative solution, such as:
Product replacement.
Re-preparation of the order.
Partial compensation.
Platform credit.
Full or partial refund.
The appropriate solution will be determined based on the nature of the issue and the order status.
If the refund request is approved, the amount will be processed within a reasonable period depending on the payment method used.
The refunded amount may take additional time to appear in the customer’s account depending on the bank or payment service provider.
The platform is not responsible for delays caused by banks or payment providers after the refund has been processed by the platform.
Delivery, shipping, or additional service fees may not be refundable unless the issue was caused by the platform or the productive family.
If the order is cancelled before preparation or shipping, the full amount may be refunded depending on the order status and payment method.
Customers may request order cancellation before the order preparation or execution has started.
If the order has already started, or if the product is customized according to the customer’s request, cancellation or refund may not be available.
The platform or productive family may cancel an order if the product is unavailable, there is a pricing or information error, or the customer cannot be reached.
Productive families are responsible for product quality, accuracy, safety, and preparation according to the information displayed on the platform.
If it is proven that the refund reason is due to an error caused by the productive family, the productive family may be required to bear the refund or replacement cost according to the platform’s policies.
Yusr Platform reserves the right to reject refund requests or restrict accounts in cases of misuse, such as repeated fake orders, false claims, or attempts to obtain refunds without a valid reason.
Yusr Platform reserves the right to amend this Refund Policy at any time. The updated version shall become effective from the date of publication on the platform.
For any inquiry or request related to this Refund Policy, users may contact Yusr Platform administration through the official support channels available on the platform.
