1. Scope

This Refund & Return Policy applies to all online payments made on the La Tabdhir platform (latabdhir.ae and app.latabdhir.ae). The Platform is owned and operated by Souhib TRABELSI FZE, a Free Zone Establishment registered with Sharjah Publishing City Free Zone, United Arab Emirates (trade licence no. 4429733.01).

2. Nature of the products

La Tabdhir is a surplus-food marketplace. The items sold on the Platform are perishable food products approaching their best-before date or end-of-day inventory, offered by partner restaurants and grocery stores at significant discounts. Because of the perishable nature of these items, physical returns cannot be accepted; however, customers are protected by the refund rules below.

3. When you are entitled to a refund

A full refund of the amount paid online will be issued in any of the following cases:

• The store cancels the order before the scheduled pickup window opens.
• You arrive at the pickup location within the agreed window and the store cannot provide the ordered items.
• A material quality issue is identified at the moment of handover, refused on the spot, and reported to the store and to support@latabdhir.ae within 24 hours of the pickup window opening, with supporting evidence (photos and the order ID).
• A duplicate or erroneous charge has been applied due to a technical issue.
• The order is cancelled by you more than 2 hours before the start of the pickup window.

4. When refunds are not granted

• You did not collect the order during the pickup window (no-show) without cancelling in advance.
• You arrived outside the agreed pickup window and the store could no longer provide the items.
• Buyer’s remorse after the order has been correctly handed over and the items match the description on the Platform.
• A quality issue is reported more than 24 hours after the pickup window opens, or without supporting evidence.
• The order has been cancelled by you within 2 hours of the start of the pickup window.

5. How to request a refund

Send an email to support@latabdhir.ae including:

• Your order ID (visible in the confirmation email and in the app).
• The date and pickup window of the order.
• The reason for the refund request.
• Supporting evidence where relevant (photos for quality issues, screenshots for duplicate charges).

We acknowledge refund requests within 2 business days and complete our investigation within 5 business days of receiving all required information.

6. Refund timelines and method

• Method: refunds are issued back to the original payment method through our licensed payment service provider. No bank transfer, cash refund or refund to a different card is offered.
• Timeline: once approved, the refund is initiated within 3 business days and typically appears on your statement within 7–14 business days, depending on your card issuer.
• Currency: refunds are issued in AED, in the same currency as the original charge.
• Partial refunds: if only part of the order was affected (for example, one item out of stock), only the corresponding amount is refunded.

7. Cash-on-pickup and cash-on-delivery orders

For orders paid in cash on pickup or cash on delivery, no money has been collected by the Platform; therefore no refund is necessary if the order is cancelled or not collected. Repeated no-shows on cash orders may result in account restrictions in line with our Terms of Service.

8. Chargebacks and disputes

If you believe a transaction is fraudulent, please contact us at support@latabdhir.ae first so we can investigate quickly. Initiating a chargeback with your bank before contacting us may delay the resolution and may result in temporary account suspension while the dispute is reviewed.

9. Governing law

This policy is governed by the laws of the United Arab Emirates. Any disputes shall be resolved in the competent courts of the Emirate of Sharjah, United Arab Emirates.

10. Operator

This Platform is operated by Souhib TRABELSI FZE, registered office: Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates, trade licence no. 4429733.01 issued by Sharjah Publishing City Free Zone Authority. For full company information, see our Legal Notice.