Terms & Conditions

1. Acceptance of Terms

By accessing, browsing, or using Souq'd (“the Platform”, “we”, “us”, or “our”), whether through the website or any associated mobile application, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions (“Terms”). These Terms constitute a legally binding agreement between you (“User”, “you”, or “your”) and Souq'd, operated by 3LB L.L.C-FZ, a company registered in the United Arab Emirates.

You must be at least 18 years of age and a resident of the United Arab Emirates to use the Platform. By creating an account or completing a transaction, you represent and warrant that you meet these eligibility requirements.

Souq'd reserves the right to modify, amend, or update these Terms at any time. Material changes will be communicated via the Platform or by email. Your continued use of the Platform after any such changes constitutes your acceptance of the revised Terms.

If you do not agree to these Terms, you must stop using the Platform immediately.

2. Platform Role — Marketplace Intermediary

Souq'd is a marketplace facilitator. We provide the technology platform, payment processing infrastructure, and shipping coordination that enable buyers and sellers to transact with one another. Souq'd is not a retailer, a buyer, a seller, an auctioneer, or an agent of any User.

• Souq'd does not own, possess, inspect, verify, authenticate, or guarantee any item listed on the Platform.
• All transactions are between the buyer and the seller directly. Souq'd is not a party to any transaction between Users.
• Souq'd does not provide insurance, warranty, guarantee, or endorsement of any item or any User.
• The Buyer Protection Fee (defined in Section 6) is a service feefor access to the escrow service and dispute resolution process. It is not insurance and does not create an insurance relationship between Souq'd and any User.

3. Account Registration & Verification

• Users must provide accurate, current, and complete information during registration and keep that information up to date.
• Each individual may maintain only one account. Creating multiple accounts is prohibited and grounds for immediate suspension of all associated accounts.
• Phone number verification may be required to complete registration or access certain features.
• Trust levels are earned organically through account age, completed sales, and buyer feedback. Higher trust levels unlock additional visibility and features.
• Souq'd reserves the right to reject, suspend, or terminate any account at any time, with or without cause, at its sole discretion.
• You are solely responsible for maintaining the confidentiality and security of your account credentials. Any activity that occurs under your account is your responsibility.
• Sharing, transferring, or permitting third-party access to your account is strictly prohibited.

4. Seller Obligations

By listing an item on Souq'd, you agree to the following:

• All items must be accurately described. Listings must include genuine photographs of the actual item being sold. Stock images, catalogue photos, or images of a different item are prohibited.
• Sellers must disclose all known defects, damage, wear, stains, missing parts, or other imperfections.
• Condition ratings (New with tags, Like new, Good, Fair) must honestly reflect the item's true condition.
• Sellers must ship items within 48 hours of a confirmed sale and have the item ready for Aramex collection.
• Sellers must use the Aramex shipping labels provided by the Platform. Shipping via any other method is not permitted.
• Sellers must not include personal contact details (phone numbers, email addresses, social media handles, or external website links) in listings, photos, or messages for the purpose of circumventing the Platform.
• All listed items must comply with the laws of the United Arab Emirates. Listing counterfeit, stolen, hazardous, or otherwise prohibited goods (see Section 13) is strictly forbidden.
• Sellers are solely responsible for the accuracy, completeness, and legality of their listings and for fulfilling their obligations to the buyer.
• Souq'd may use artificial intelligence and manual review processes to verify listing accuracy. Listings that appear misleading, inaccurate, or non-compliant may be paused, modified, or removed at Souq'd's sole discretion without prior notice.

5. Buyer Obligations

• Buyers must provide a complete and accurate delivery address at the time of purchase. Souq'd is not responsible for delivery failures caused by incorrect address information.
• Buyers must inspect received items within 48 hours of delivery and report any issues within that period.
• Abuse of the dispute system is prohibited. Filing false, fraudulent, or misleading dispute claims may result in immediate account suspension.
• Buyers accept that items sold on Souq'd are, unless stated otherwise, pre-owned and may show normal signs of use consistent with the condition rating selected by the seller.
• Buyers acknowledge that minor variations in colour, appearance, texture, or condition compared to listing photographs are normal for pre-owned items and do not, by themselves, constitute grounds for a dispute or refund.

6. Pricing & Fees

• Sellers list items for free and keep 100% of the item sale price.
• Buyers pay a Buyer Protection Fee of 5% + AED 2.50 on every purchase. This fee covers access to the escrow service and dispute resolution process. It is a platform service fee and is not insurance.
• Buyers pay the applicable shipping fee based on parcel size, as displayed at checkout.
• Souq'd reserves the right to change its fee structure at any time upon 30 days' notice to Users via the Platform or email.
• All prices on the Platform are stated in AED (United Arab Emirates Dirham) and are inclusive of any applicable taxes.

7. Payment & Escrow

• All payments on the Platform are processed by Stripe. By using the Platform, you agree to Stripe's terms of service.
• Upon a successful purchase, funds (item price, Buyer Protection Fee, and shipping fee) are held in escrow by Souq'd until delivery is confirmed.
• Escrow release: Funds are released to the seller 48 hours after Aramex confirms delivery, giving the buyer time to inspect the item and raise any dispute.
• If delivery is not confirmed within 14 days of shipping, the order is escalated to the Souq'd admin team for manual review. Funds are not auto-released.
• Sellers receive payment to their connected Stripe Connect account after the escrow hold period has elapsed and no dispute has been raised.
• Chargebacks:If a buyer initiates a chargeback or payment dispute with their bank or card issuer, the corresponding seller payout may be reversed or held pending resolution. Souq'd is not liable for any losses arising from chargebacks.
• Souq'd is not responsible for delays in fund transfers caused by banks, card issuers, or Stripe.

8. Shipping, Collection & Delivery

Souq'd coordinates shipping through Aramex, an independent third-party logistics provider. Aramex is notowned, operated, or controlled by Souq'd. Souq'd acts solely as a technology intermediary that generates shipping labels and schedules collections on behalf of Users.

• All items are shipped via Aramex doorstep collection from the seller and doorstep delivery to the buyer.
• In-person pickup, meetups, or self-collection between buyers and sellers is not available and is not permitted.
• Sellers must have the item properly packaged and ready for Aramex collection at the scheduled time.
• Shipping fees are based on parcel size and are non-refundable once Aramex collection has been scheduled.
• Delivery time estimates provided on the Platform are approximate and are provided by Aramex, not Souq'd.
• Souq'd is not liable for any act, omission, error, delay, loss, damage, or failure by Aramex, including but not limited to:
  • Collection of the wrong parcel from a seller
  • Delivery to an incorrect address
  • Loss, theft, or damage of items while in Aramex's custody
  • Delays in collection or delivery
  • Failure to attempt collection or delivery
  • Mishandling, misrouting, or misdelivery of parcels
• Any shipping-related claim, dispute, or complaint should be directed to Aramex. Souq'd will use reasonable efforts to assist Users in filing claims with Aramex, but Souq'd bears no financial responsibility for outcomes of such claims.
• Risk of loss or damage to the item transfers from the seller to Aramex at the point of collection, and from Aramex to the buyer at the point of delivery.
• Souq'd reserves the right to hold escrow funds pending the outcome of any shipping-related dispute, but is under no obligation to compensate either party for losses caused by Aramex.
• If Aramex confirms delivery but the buyer claims non-receipt, Souq'd may review available evidence (tracking data, delivery confirmation, photographic proof) at its sole discretion. Souq'd's determination is final.

9. Returns & Refunds — All Sales Are Final

All sales on Souq'd are final.There are no returns for change of mind, wrong size, incorrect fit, buyer's remorse, or any other reason not expressly stated below.

The only grounds for a refund are:

1. Counterfeit item: The item received is counterfeit, replica, or fake.
2. Fundamentally different item: The item received is materially and fundamentally different from the listing (for example, an entirely wrong item was shipped).
3. Item not received: The item was lost in transit and never delivered.

Normal wear and tear, minor cosmetic differences from photographs, subjective quality assessments, variations in colour or appearance due to screen differences, and signs of use consistent with the listed condition are not grounds for a refund.

Refund claims must be submitted within 48 hours of Aramex delivery confirmation. Claims submitted after this window will not be considered under any circumstances.

Approved refunds are issued to the buyer's original payment method. Processing times depend on the buyer's bank or card issuer and are outside Souq'd's control.

10. Counterfeit & Authenticity

• Selling counterfeit, replica, or fake items on Souq'd is strictly prohibited.
• If a buyer believes they have received a counterfeit item, they must submit a claim within 48 hours of delivery with supporting photographic evidence.
• Souq'd uses AI-assisted analysis and manual review to assess counterfeit claims. If the item is determined to be counterfeit: (a) the buyer receives a full refund, (b) the listing is removed, and (c)the seller's account is permanently suspended.
• The burden of proof rests on the buyer to demonstrate, through evidence, that the item is counterfeit.
• Sellers of luxury, designer, or branded items may be required to provide proof of authenticity (such as receipts, certificates of authenticity, or original packaging) before or after a sale.

11. Dispute Resolution

• Disputes between buyers and sellers are handled through Souq'd's internal dispute resolution process.
• Both parties must provide supporting evidence within the requested timeframe, including photographs, messages, receipts, and any other relevant documentation.
• Souq'd will review disputes and issue a determination within 5 business days of receiving complete evidence from both parties.
• During a dispute, all funds related to the transaction remain in escrow.
• Souq'd reserves the right to request additional evidence from either party at any stage of the process.
• Souq'd's decision on any dispute is final and binding on both parties.By using the Platform, you agree to accept Souq'd's determination and waive any right to challenge it except through the courts of Dubai, UAE.
• Abuse of the dispute system — including filing false, fraudulent, or frivolous claims — will result in account suspension or permanent termination.
• Users whose dispute rate exceeds 20% of their total transactions may have their account restricted, suspended, or subject to enhanced review.

12. AI & Automated Systems

Souq'd uses artificial intelligence (“AI”) and automated systems for the following purposes:

1. Listing creation assistance: Photo analysis, category detection, and price recommendations to help sellers create accurate listings.
2. Content moderation: Automated detection of prohibited, misleading, or non-compliant listings.
3. Dispute triage: Preliminary assessment and categorisation of dispute claims to expedite resolution.
4. Fraud detection: Identification of suspicious activity, fraudulent accounts, and potentially counterfeit items.

• AI-generated recommendations (including pricing suggestions) are provided as guidance only. Users are solely responsible for their own pricing and listing decisions.
• Automated moderation decisions may be reviewed and overridden by Souq'd staff.
• Souq'd is not liable for errors, inaccuracies, or omissions in AI-generated content, recommendations, or moderation decisions.

13. Prohibited Items

The following items may not be listed or sold on Souq'd under any circumstances:

• Counterfeit, replica, or knock-off goods
• Stolen property
• Weapons, ammunition, explosives, or weapon accessories
• Drugs, controlled substances, or pharmaceuticals
• Alcohol and tobacco products
• Hazardous materials, chemicals, or flammable substances
• Adult content or pornographic material
• Live animals
• Human remains or body parts
• Items that violate UAE federal or local law, or that are inconsistent with Islamic customs and public morals
• Items subject to manufacturer or government recall
• Personal data, personal information, or databases containing personal information
• Services (Souq'd is a marketplace for physical goods only)

Souq'd reserves the right to remove any listing and suspend any account that lists prohibited items, without prior notice.

14. Prohibited Conduct

Users must not engage in any of the following:

• Circumventing the Platform by exchanging personal contact details, arranging off-platform transactions, or directing other Users to external services to avoid Platform fees or protections.
• Price manipulation, artificial inflation, or any form of market manipulation.
• Shill bidding, fake reviews, fake purchases, or any activity designed to artificially boost a seller's reputation.
• Creating or operating multiple accounts.
• Harassment, abuse, threats, intimidation, or discriminatory conduct towards other Users or Souq'd staff.
• Sending spam, unsolicited messages, or advertising through the Platform's messaging system.
• Attempting to reverse-engineer, decompile, disassemble, or otherwise exploit the Platform's software, systems, or infrastructure.
• Using automated tools, bots, or scripts to collect data from, interact with, or extract information from the Platform without Souq'd's express written permission.

15. Intellectual Property

• The Souq'd name, logo, and all associated branding are trademarks of Souq'd. You may not use, reproduce, or display these marks without our prior written consent.
• By uploading photos, descriptions, or other content to the Platform, you grant Souq'd a non-exclusive, royalty-free, worldwide licence to use, reproduce, modify, and display that content for the purposes of operating, promoting, and marketing the Platform.
• You represent and warrant that you own or have the necessary rights and permissions to all content you upload to the Platform, and that such content does not infringe the intellectual property rights of any third party.

16. Privacy & Data

• Souq'd collects and processes personal data as described in our Privacy Policy, which forms part of these Terms.
• User data may be shared with third-party service providers necessary for the operation of the Platform, including but not limited to: Stripe (payment processing), Aramex (shipping and logistics), and Twilio (communications and notifications).
• Souq'd complies with applicable UAE data protection regulations, including UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data.

17. Limitation of Liability

Souq'd is a technology platform that facilitates transactions between Users. To the fullest extent permitted by applicable law:

• Souq'd does not guarantee the quality, safety, legality, authenticity, or accuracy of any item listed on the Platform.
• Souq'd's total aggregate liability to any User for any claim arising out of or in connection with the Platform or these Terms shall not exceed the Buyer Protection Fee paid by that User for the specific transaction giving rise to the claim.
• Souq'd is not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of goodwill, or business interruption.
• Without limiting the foregoing, Souq'd is not liable for: losses arising from transactions between Users; the acts, omissions, errors, or negligence of third-party service providers including but not limited to Aramex (shipping), Stripe (payments), and Twilio (communications); shipping delays, losses, damage, or misdelivery; the quality, condition, or fitness for purpose of any item; the conduct or actions of any User; or any event of force majeure (including but not limited to natural disasters, pandemics, government actions, war, terrorism, or infrastructure failures).
• Third-party services:The Platform relies on independent third-party providers for shipping (Aramex), payment processing (Stripe), and communications (Twilio/SendGrid). Souq'd does not own, control, or operate any of these services. Any failure, error, delay, or disruption in these services is the sole responsibility of the respective provider. Users acknowledge and accept that Souq'd's role is limited to coordinating and facilitating access to these services.
• The Platform is provided “as is” and “as available” without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
• You use the Platform entirely at your own risk.

18. Indemnification

You agree to indemnify, defend, and hold harmless Souq'd, its owner, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Platform; (b) your listings, transactions, or interactions with other Users; (c) your breach of these Terms; (d) your violation of any applicable law or the rights of any third party; or (e) any content you upload, post, or transmit through the Platform.

19. Account Suspension & Termination

• Souq'd may suspend or terminate any User account at any time, with or without notice, for breach of these Terms or for any other reason at its sole discretion.
• Grounds for suspension or termination include, but are not limited to: listing prohibited items, selling counterfeit goods, filing false disputes, engaging in fraud, harassment of other Users, circumventing Platform fees, or any other conduct that Souq'd determines is harmful to the Platform or its community.
• Suspended or terminated Users may not create new accounts. Any new account created by a suspended User will also be terminated.
• Outstanding payouts to a suspended or terminated User may be held for up to 180 days pending investigation and resolution of any open disputes, claims, or chargebacks.
• Users may request deletion of their account by emailing support@souqd.ae. Account deletion is subject to the resolution of any outstanding transactions, disputes, or pending payouts.

20. Governing Law & Jurisdiction

These Terms are governed by and shall be construed in accordance with the laws of the United Arab Emirates.

Any dispute, controversy, or claim arising out of or in connection with these Terms, or the breach, termination, or invalidity thereof, shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

By using the Platform, you irrevocably submit to the jurisdiction of such courts and waive any objection to the exercise of jurisdiction over you by such courts and any objection to the venue of proceedings in such courts.

21. Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be severed from these Terms and the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely achieves the intent and economic effect of the original provision.

22. Contact

For questions, concerns, or notices regarding these Terms, contact us at: support@souqd.ae

All formal legal notices must be delivered via email to the address above. Notices are deemed received on the date the email is sent, provided no delivery failure notification is received by the sender.