We take your safety seriously
Souq'd is built on trust. Every feature exists to protect buyers and sellers.
Buyer Protection
Every purchase includes our Buyer Protection fee. Your money is held safely until you confirm delivery.
Escrow payments
Funds held until delivery confirmed
48-hour inspection
Check your item before seller gets paid
Full refund
Money back if item is fake or not as described
How your money is protected
A step-by-step look at how funds move through every transaction
You buy — funds held by Stripe
When you tap "Buy now," your payment is processed through Stripe, one of the world's most trusted payment platforms. The money never goes directly to the seller — it's held securely by our platform until the transaction is complete.
Seller ships — Aramex collects from their door
Once payment is confirmed, a shipping label is automatically generated. Aramex collects the item directly from the seller's doorstep — no meetups, no coordination needed.
You receive — Aramex delivers to your door
The item is delivered to your address with real-time tracking. You can follow your package from the moment it leaves the seller until it arrives at your door.
You inspect — 48 hours to check the item
Once delivered, you have a full 48-hour window to inspect the item. If it's counterfeit or significantly not as described, you can open a dispute and your money stays protected.
Seller paid — money released after inspection
After 48 hours with no issues reported, payment is automatically released to the seller. This protects sellers too — they know they'll get paid for legitimate sales.
Seller verification
Three levels of trust — so you always know who you're buying from
Email verified
Every seller has a verified email address. This is the minimum to list on Souq'd.
Phone verified
Phone number confirmed via OTP. Unlocks higher listing limits up to AED 5,000.
ID verified
Emirates ID verified for full trust. Unlocks premium listing limits up to AED 20,000.
Platform security
Multiple layers of protection working behind the scenes
AI moderation
Every listing is reviewed by AI for suspicious content, misleading pricing, and counterfeit indicators. Flagged items are paused for manual review.
Fraud detection
Stripe Radar uses machine learning to block suspicious payments. Seller tier limits prevent new accounts from listing high-value items.
Community reporting
Report anything suspicious — we investigate within 24 hours. Serial abusers and disputed buyers are flagged and monitored.
Dispute resolution
Fair, transparent, and fast — here's how we resolve problems
Report an issue
Within 48 hours of delivery, open a dispute through the order page.
Submit evidence
Both buyer and seller upload photos, messages, and any relevant proof.
We review
Our team examines all evidence within 5 business days. Funds stay in escrow.
Fair resolution
We issue a refund or release payment — the final decision is binding.
All sales are final
We don't allow buyer's remorse returns. This protects sellers from people who buy, try, and return. When you purchase on Souq'd, you're committing to the sale — just like any private sale.
Full counterfeit protection
If an item is counterfeit or significantly misrepresented, you get a full refund within 48 hours — no questions asked. The seller's account is permanently suspended. We have zero tolerance for fakes.