Refund Policy
FlowSouq is a marketplace of independent sellers. Refund eligibility can depend on the item type, seller policy, payment status, and stage of fulfillment.
1. Marketplace Role
FlowSouq provides the platform where buyers and sellers connect, communicate, receive offers, and transact. Products, services, fulfillment timelines, listing accuracy, and seller-specific refund promises are the responsibility of the seller.
2. Physical Products
Refunds for physical products may be available when an item is not delivered, arrives materially different from the listing, arrives damaged, or is canceled before shipment. Buyers should review the listing details and contact the seller promptly through FlowSouq messaging.
3. Digital Products
Digital products are generally non-refundable once access, download, delivery, or use has been provided, unless the product was not delivered or was materially different from what was described.
4. Services
Refunds for services depend on whether the service was scheduled, started, completed, canceled, or materially failed to match what was offered. Partial refunds may be appropriate in some cases depending on the seller's policy and the facts of the transaction.
5. Custom Orders
Custom, personalized, commissioned, or made-to-order items may not be refundable once work has started, unless the seller agrees otherwise or the final result materially differs from the agreed scope.
6. Seller Cancellations
If a seller cannot fulfill an order, the buyer may be eligible for cancellation and refund depending on payment status, fulfillment status, and whether any portion of the order has already been provided.
7. Buyer Cancellations
Buyers may request cancellation before fulfillment begins. Once fulfillment, delivery, download, shipment, customization, or service preparation has started, cancellation may not be available unless the seller agrees or applicable law requires otherwise.
8. How to Request a Refund
Buyers should first contact the seller through FlowSouq messaging and explain the issue clearly. Include the order details, what went wrong, and helpful documentation such as photos, screenshots, delivery records, or other supporting information.
9. Platform Review
If the buyer and seller cannot resolve the issue directly, FlowSouq may review available platform records, including order details, messages, offers, payment status, and fulfillment history, to help determine an appropriate outcome.
FlowSouq may take action when there is evidence of fraud, abuse, misrepresentation, non-delivery, or violation of marketplace policies. Platform review does not guarantee a refund in every case.
10. Objectionable Content, Abuse, and Safety-Related Refunds
FlowSouq has no tolerance for objectionable content or abusive users. If a transaction involves harassment, threats, fraud, illegal conduct, abusive messaging, or other safety concerns, users should report the issue through the available report tools or contact FlowSouq support.
FlowSouq reviews safety and moderation reports within 24 hours. When a violation is confirmed, FlowSouq may remove content, restrict or eject abusive users, cancel related marketplace activity, and review whether a refund, cancellation, or other remedy is appropriate.
11. Payment Processor and Chargebacks
Payments are processed by third-party providers. Buyers should attempt to resolve refund concerns through the platform before initiating a chargeback, unless the matter involves fraud, unauthorized activity, or another urgent payment-security concern.
12. Fees
FlowSouq platform fees, service fees, payment-processing fees, or other transaction-related fees may not always be refundable, depending on the payment provider, transaction status, seller action, and reason for the refund.
13. Policy Updates
This refund policy may be updated over time. Continued use of FlowSouq means you accept the current version.